5. The Rise of the Connected Consumer
Information‐hungry, price‐savvy,
and mobile‐empowered shoppers
expect a one-screen, one-store
consistent experience across retail
channels and touch points.
This means a move from
“connecting the channels”
to “blending the channels.”
6. Why Omnichannel?
Multi-Channel
the New Norm >50% of customers make
multi-channel purchases
The Rise of
Social Media >78% of consumers trust peer
recommendations
Mobile
>38%
of smartphone users have
made a purchase using a
Commerce smartphone
Online
Shopping >15% Growth over the last year
7. Omnichannel is accelerated by the rapid rise of mobile shoppers
4 out of 5
consumers use
their smartphone
to shop
Source: comScore 2012
12. In-Store is Preferred Purchase Channel
Preferred Purchase
Channel: In-Store
YES
76%
74% of shoppers that visit
a mobile site or app for a
retailer or brand make a
purchase
22. Even Well-Known Online Brands are
Recognizing that In-Store is Here to Stay
Source: Deloitte’s Store 3.0 study
23. In-Store Best Practices
! Bring the benefits of online into your store
! Convenience is key
! Make it easy for customers to research, find and buy
products in-store
! Connected, knowledgeable sales team
! Make your store a place where people want to hangout
25. Web
Retailers continue to have an edge with
consumers, when they can leverage their
physical storefronts with a strong online
presence.
76% of all consumers say they have used a retailer’s
website to research a potential purchase
NPD’s new “E-commerce and Consumer Electronics: Online Shopping & Purchasing” report – Sept
2011
26. Web Best Practices
! Make it easy for customers to find you
! Be Clear. Your customers are busy.
! Keep your content simple and easy to navigate
! Help them get in touch
! Ensure contact details are prominent
! Consistency of information – online and in-store
27. Social
“We don’t have a choice on whether
we DO social media, the question is
how well we DO it”
- Erik Qualman, author of Socialnomics
28. Social: Facebook
Regular users of Facebook are
extremely active shoppers.
67% of B2C companies have Recently hit a
acquired a customer from Facebook billion users!
Source: Hubspot
29. Social: Twitter
40% 7,854 accounts are
created every day
Of Twitter users say they
search for products through
Twitter
30. Facebook & Twitter Content
Ideas Pics and
Videos
Customer
Service
Offers
Product Tips
Local
Company
News Industry
News
31. Social Media Best Practices
! Participate and keep the conversation flowing
! Use it as an opportunity to listen not just promote
! Engage Staff
! Consistency is key
! Offer value
Social media cheat sheet:
summit.iqmetrix.com
32. Social Media Best Practices
Use in-store digital
signage to attract fans
and followers
33. Mobile
QR Codes are an easy, inexpensive and
engaging way to connect to your
customers
29% of mobile users are open to
scanning a mobile tag to get coupons
(Source: Microsoft Tag, 2012)
34. Mobile
XQ Mobile Shopping List
Consumers can scan a QR
code and save their shopping
list built in Browse to their
smartphone
35. Mobile
Offer a user friendly
mobile site
57 % of consumers will not
recommend a business with a
poorly designed mobile site.
40 % of consumers will go to a
competitor’s site after a bad
mobile experience
(Source: Compuware, 2012)
36. Unifying all Channels
! Create a plan
! Identify Target Audience
! Set goals
! Determine your brand voice and ensure it is
consistent across all channels
! Be authentic
38. Macy’s: Online while In-Store
! Kiosks are available in-
store to check out product
reviews
! Receive product
recommendations through
“Getting the Look”
! Handbag department
shows real purses and
digital displays side-by-
side.
39. Macy’s: Online while In-Store
Paper visual collateral
replaced with LED-lit panels
that can be controlled
remotely from each
counter’s headquarters
40. Macy’s: Online while In-Store
“Search and Send”
service enables the
ability to search for out-
of-stock items at other
locations, with the
option to ship to home.
41. Macy’s: Mobile while In-Store
! Interactive skincare
recommender tool on the
iPad
! Mobile POS
! Electronic receipts
! Google Wallet
42. Macy’s: Encouraging In-Store
through Social
Checking in via Foursquare
during Macy’s iconic
Thanksgiving Day Parade not
only unlocks an exclusive
badge, but is also the key to
access exclusive in-store
promotions for that day.
51. Why Invest in Omnichannel?
Omnichannel consumers are
worth more
52. 1 Integrate your physical and online presence
2 Implement innovative in-store technologies
Provide a consistent experience across all
3 channels
Bring the best of the online experience in-store with
Interactive Retail technologies