The ROI of Empowering Associates with In-Store Mobility #Mobility Webinar Sponsored by
The ROI of Empowering Associates Through In-Store Mobility
Oct 21, 2014
Today’s consumers have more choices and more control than ever before. They will not tolerate less-than-stellar customer service, because they can reach into their pockets and check product reviews, prices and even purchase nearly any product in real time from an online retailer.
So what can retailers do to up their game when it comes to customer experience? By equipping store associates with mobile devices used to build relationships, not simply process transactions, retailers can have a significant impact on transaction size, conversions and even overall traffic, leading to incremental increases in sales.
In this upcoming webinar, Scott Pearson from Retaligent and Danya Rielly from Raymark will discuss the ways retailers can use mobile technology to improve store operations, boost associate productivity and empower every store associate to provide outstanding levels of customer service. Topics will include: clienteling, mobile POS and a focus on the ROI and competitive advantage that specialty retailers can attain by employing mobile clienteling.
So what can retailers do to up their game when it comes to customer experience? By equipping store associates with mobile devices used to build relationships, not simply process transactions, retailers can have a significant impact on transaction size, conversions and even overall traffic, leading to incremental increases in sales.
In this upcoming webinar, Scott Pearson from Retaligent and Danya Rielly from Raymark will discuss the ways retailers can use mobile technology to improve store operations, boost associate productivity and empower every store associate to provide outstanding levels of customer service. Topics will include: clienteling, mobile POS and a focus on the ROI and competitive advantage that specialty retailers can attain by employing mobile clienteling.
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The ROI of Empowering Associates with In-Store
Mobility
#Mobility
Webinar Sponsored by
#Mobility
Follow This Webinar On Twitter
#Mobility
#Mobility
Panelists
Danya Rielly
Product Marketing Manager,
Raymark
Scott Pearson
CEO,
Retaligenta Raymark Company
Debbie HaussEditor-in-Chief
Retail TouchPoints
MODERATOR
Presented by
Today’s brick-and-mortar
retailers are using
technology to:Remain Competitive
Exceed Customer Expectations
Build Memorable Customer Experiences
Provide Outstanding Service
Grow Customer Relationships
Despite the hype,
online sales only
represent
of overall US retail
sales.
5.8%
Why is in-store mobility important?
What solutions are being considered?
How to best implement a retail
mobility strategy.
What the future holds…
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Why Mobility,
And Why Today?
Most Likely to Own Multiple Connected Devices
72% Adoption Rate for Smartphones
Most Likely to Own an iPhone
GEN Y
82%of smartphone shoppers use search
engines while shopping in the storeSOURCE: Google Think Research Studies April 2013
Shopping habits are changing
of consumers investigate purchases
online, before purchasing off-line34%
25%Frequent mobile shoppers spend 25% more in-store
80%of companies believe they deliver a
superior experience to their customers.SOURCE: BAIN & COMPANY
8%of companies deliver a superior
experience, according to customers. SOURCE: BAIN & COMPANY
Consumers
overestimated and
sales associates
underestimated
transaction times. - Association for
Consumer Research
Customers state that
20% of products they want
are out of stock,
but inventory management
systems state that
only 2-3% of products
ever run out before being
replenished.
SOURCE: HBR.COM
“People will forget what
you said, people will forget
what you did, but people
will never forget how you
made them feel.”
- Maya Angelou
“There’s been a shift from retailers pushing
goods to consumers being able to pull what
they want from a variety of different places that
didn’t exist five years ago. Retailers are
recognizing that their key differentiator could
be that person standing in the store.”Alison Paul,
retail consultant for Deloitte
as quoted by Time Magazine
“Provide sales
associates with
powerful mobile
devices to build
relationships,
not just execute
transactions.”SOURCE: LUXURYSOCIETY.COM
Like a Fish in
Water:Using Mobile
Technology Benefits
Adoption and
Training Speed
48%of retail employees are not very likely
to make a genuine effort to find a new
job in the next year.SOURCE: FAMILIESANDWORK.COM
11.2years
Employees who answered not very
likely plan to stay 11.2 years before
attempting to change employers. SOURCE: FAMILIESANDWORK.COM
What Are the
Most Common
Mobile Solutions
“Mobile POS Will
Surpass $2 Billion
in 2013”
POLL: Do you have plans to
invest in mobile store
solutions in the next:
0-12 months
13-24 months
25 months or more
No plans for investment
Already invested, won’t be investing more
Tablets and
Smartphones are
the Digital Swiss
Army Knife
Advantages of Mobile
Product Lookup Tools:Save the Sale
Provide Outstanding Service
Intelligent, Informed Selling
Cross-Sell and Up-Sell Tools
Alternative Product Selections
Clienteling is Much More
Than the Little Black Book!Loyalty and Brand Advocacy
Provide Personalized Customer
Experiences
Customer Communication Tools
Associate Dashboards
Develop a Consistent Brand
Experience
Courteous and HelpfulIntroductionGet acquaintedProvide good serviceAddress immediate needsInvite into loyalty programFollow upThank You
Client Friend
Recognition; GreetingGreat serviceAfter Sale Follow-upPermission to Contact forIn Store Events New MerchandiseSatisfaction Follow-upLoyalty OffersDouble/Triple PointRedemption
Customers FavoriteShops regular with youSpecial thingsCall or Email regularlyInvite to Special EventsPersonal call to check onPick Out MerchandiseCross Shop for customer
Customer
First sale Repeat visit Continued loyalty
The Power of Clienteling – Impacts to the Customer Lifecycle
(Traffic) x (Conversion Rate) x (Average Transaction Size) = {Sales}
Traffic
Conversions
Transactions
The Power of Clienteling – Impacts to Retail Math
The Power of Clienteling
Increase in Annual Spend
for Clienteled Customers
33% increase
in the number
of repeat
customers.
63% increase in
transaction
size for
clienteled
customers.
24%
conversion
rate within 14
days on
customers
with an
associate
executed
outreach task.
6% increase in
total traffic
attributable to
associate
outbound
communication.
8% increase in
margin attributed
to more active
pre-selling and
getting customers
into store before
sale.
Conversion rates increased as
much as 9% when customers were
assisted by associates who possess
a high degree of product
knowledge and demonstrate
strong interpersonal skills.
Strategies for
Implementing
Mobility
Omni-Channel
Deployment
New Devices and
Operating Systems
Omni-Channel Retailing is about creating a seamless consumer
experience across all shopping channels.
Retailers cite application
integration as the top
challenge over the next 3
years.
POLL: What’s your hardware
platform of choice for
in-store mobility?
iOS Handheld (ie. iPod Touch or iPhone)
iOS Tablet (ie. iPad or iPad Mini)
Android Handheld
Android Tablet
Windows Handheld
Windows Tablet
SOURCE: RIS STUDY ON MOBILITY
Keeping up with new technologies and
capabilities can sometimes feel like
swimming against the tide.
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Data Agnostic
Mobile
Software
Must
Be…
OS Agnostic
Deployment Agnostic
Flexible and Extensible
Questions to ask your retail mobile software vendor
Does your application support BYOD? How?
Does your application store any data locally?
What happens if a device falls into the wrong
hands? Or, when an associate leaves the
organization?
Does your application work with any mobile
device management solutions?
Checklist:
Can your application consume data from any data
source, including external data sources like social
media? Is it truly data agnostic?
Can your application consume data in real-time,
providing the most accurate information to
associates and customers?
Is your application centralized, providing a true
360 degree view of the customer data across all
stores and channels, and enterprise-wide
inventory information in real-time?
Is your application native or web? Is it locked to
any one device? Can it work on the existing PCs I
have in my stores?
What peripherals are supported by your
application on different devices? Printers,
scanners, card swipe…
Is your application fully PCI compliant or can you
support hardware that removes the application
from the scope of PCI?
What happens if a new mobile device comes out a
year from now? Will I have to change my software?
The Future
Of Mobility
2004 2005 2006 2007 2008 2009 2010
“Instagram registers consumer
engagement 18 times that of
Facebook”SOURCE: LUXURYDAILY.COM
“21% of Pinterest users have
bought an item in a store after
pinning, repinning, or liking the
item on the site.”SOURCE: BUSINESSINSIDER.COM
Social Interactions
Omni-Channel Wishlists
Data Mining
Associates & Consumer Mobile
“By 2017, at least half of all
companies will require
BYOD, while 40% will be
offered a choice between
BYOD or company supplied
devices.”
Retail mobility is a critical component in most retail environments.
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To maximize ROI, consider implementing not only POS
but also other mobile solutions such as product
location, inventory management and clienteling.
Consider solutions that are data agnostic, OS agnostic
and native, can be deployed on-site or in the cloud,
and are highly flexible and extensible.
The future is mobile, social, and interactive!
#Mobility
Thanks for attending!
View and download this presentation here:
http://rtou.ch/storemobility
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