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.

1. The ROI of Empowering
Associates with In-Store
Mobility
Webinar Sponsored by
#Mobility

2. Follow This Webinar On Twitter
#Mobility
#Mobility

3. Panelists
Scott Pearson
Danya Rielly
CEO,
Retaligent
Product Marketing Manager,
Raymark
a Raymark Company
MODERATOR
#Mobility
Debbie Hauss
Editor-in-Chief
Retail TouchPoints

4. Presented by

5. 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

6. Despite the hype,
online sales only
represent
5.8%
of overall US retail
sales.

7. 1
Why is in-store mobility important?
2
What solutions are being considered?
3
How to best implement a retail
mobility strategy.
4
What the future holds…

8. Why Mobility,
And Why Today?

9. Most Likely to Own Multiple Connected Devices
72% Adoption Rate for Smartphones
Most Likely to Own an iPhone
GEN Y

10. Shopping habits are changing
82%
of smartphone shoppers use search
engines while shopping in the store
34%
of consumers investigate purchases
online, before purchasing off-line
25%
Frequent mobile shoppers spend 25%
more in-store
SOURCE: Google Think Research Studies April 2013

11. 80%
of companies believe they deliver a
superior experience to their customers.
8%
of companies deliver a superior
experience, according to customers.
SOURCE: BAIN & COMPANY
SOURCE: BAIN & COMPANY

12. Consumers
overestimated and
sales associates
underestimated
transaction times.
- Association for
Consumer Research

13. 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

14. “People will forget what
you said, people will forget
what you did, but people
will never forget how you
made them feel.”
- Maya Angelou

15. “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

16. “Provide sales
associates with
powerful mobile
devices to build
relationships,
not just execute
transactions.”
SOURCE: LUXURYSOCIETY.COM

17. Like a Fish in
Water:
Using Mobile
Technology Benefits
Adoption and
Training Speed

18. 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
11.2
years
Employees who answered not very
likely plan to stay 11.2 years before
attempting to change employers.
SOURCE: FAMILIESANDWORK.COM

19. What Are the
Most Common
Mobile Solutions

20. “Mobile POS Will
Surpass $2 Billion
in 2013”

21. 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

22. Tablets and
Smartphones are
the Digital Swiss
Army Knife

24. Advantages of Mobile
Product Lookup Tools:
Save the Sale
Provide Outstanding Service
Intelligent, Informed Selling
Cross-Sell and Up-Sell Tools
Alternative Product Selections

25. 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

26. The Power of Clienteling – Impacts to the Customer Lifecycle
Customer
First sale
Client
Repeat visit
Friend
Continued loyalty
Courteous and Helpful
Recognition; Greeting
Customers Favorite
Introduction
Get acquainted
Provide good service
Address immediate needs
Invite into loyalty program
Follow up
Thank You
Great service
After Sale Follow-up
Permission to Contact for
In Store Events
New Merchandise
Satisfaction Follow-up
Loyalty Offers
Double/Triple Point
Redemption
Shops regular with you
Special things
Call or Email regularly
Invite to Special Events
Personal call to check on
Pick Out Merchandise
Cross Shop for customer

27. The Power of Clienteling – Impacts to Retail Math
Transactions
Conversions
Traffic
(Traffic) x (Conversion Rate) x (Average Transaction Size) = {Sales}

28. The Power of Clienteling
Increase in Annual Spend
for Clienteled Customers
33% increase
in the number
of repeat
customers.
8% increase in
margin attributed
63% increase in to more active
pre-selling and
transaction
getting customers
size for
into store before
clienteled
sale.
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.

29. 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.

30. Strategies for
Implementing
Mobility

31. Omni-Channel
Deployment
New Devices and
Operating Systems

32. Omni-Channel Retailing
is about creating a seamless consumer
experience across all shopping channels.

33. Retailers cite application
integration as the top
challenge over the next 3
years.

34. 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

35. SOURCE: RIS STUDY ON MOBILITY

36. Keeping up with new technologies and
capabilities can sometimes feel like
swimming against the tide.

37. Plan for Obsolescence

38. Mobile
Software
Must
Be…
1
Data Agnostic
2
OS Agnostic
3
Deployment Agnostic
4
Flexible and Extensible

39. Checklist:
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?

40.  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?

41.  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?

42. The Future
Of Mobility

43. 2004
2005
2006
2007
2008
2009
2010

44. “Instagram registers consumer
engagement 18 times that of
Facebook”
SOURCE: LUXURYDAILY.COM

45. “21% of Pinterest users have
bought an item in a store after
pinning, repinning, or liking the
item on the site.”
SOURCE: BUSINESSINSIDER.COM

46. Social Interactions

47. Omni-Channel Wishlists

48. Data Mining

49. Associates & Consumer Mobile

50. “By 2017, at least half of all
companies will require
BYOD, while 40% will be
offered a choice between
BYOD or company supplied
devices.”

51. 1
Retail mobility is a critical component in most retail
environments.
2
To maximize ROI, consider implementing not only POS
but also other mobile solutions such as product
location, inventory management and clienteling.
3
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.
4
The future is mobile, social, and interactive!

52. Thanks for attending!
View and download this presentation here:
http://rtou.ch/storemobility
#Mobility