Watch the webinar at: http://monetate.com/webinar/6-ways-to-reach-tablet-shoppers-to-drive-roi/ One of the biggest buzzwords heading into 2012 is tablets. iPads, Kindle Fires and other tablets are used increasingly by consumers for research and to ultimately buy online. What's more, according to research from Monetate, tablet shoppers purchase merchandise more frequently than those using smartphones. In this webinar, you'll learn: * Leading consumer trends driving the adoption of tablets; * How to identify online opportunities from your website traffic; * Best practices for optimizing your website for tablet shoppers; * And so much more!

1. 6 Ways to Reach Tablet Shoppers to Drive ROI
January 10, 2012
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2. Today’s Speakers
Sucharita Mulpuru Mike Madaio Nathan Richter
Vice President, Principal Analyst Lead, User Experience Director, Strategic Services
Forrester QVC Monetate
Moderator
Melissa Campanelli
Editor in Chief
Retail Online Integration
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4. Please Welcome
Sucharita Mulpuru
Vice President, Principal Analyst
Forrester
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5. 6 Ways To Reach Tablet Shoppers To Drive ROI
Sucharita Mulpuru, Vice President and Principal Analyst
January 10, 2012
5 © 2009 Forrester Research, Inc. Reproduction Prohibited
2012

6. Tablet commerce is like
unmolded clay; it hasn’t yet
been shaped
6 © 2012 Forrester Research, Inc. Reproduction Prohibited

7. Agenda
Current state of tablet commerce
Opportunities for retailers
7 © 2012 Forrester Research, Inc. Reproduction Prohibited

8. Tablets are growing rapidly
Five-year forecast of mobile devices
140
Millions of US consumers with
Smartphones
120
100M
100
Tablets
80
60
each device
40 eReaders
20
0
2008 2009 2010 2011 2012 2013 2014 2015
(F) (F) (F) (F) (F) (F)
Source: Forrester Research US Forecast, 2010-2015; Forecast: US Mobile Phones By Technology, 2008 To 2013; Forrester
Research eReader Adoption Forecast, 2010 To 2015; May 27, 2009 “How Big Is The eReader Opportunity ?” Forrester report
8 © 2012 Forrester Research, Inc. Reproduction Prohibited

9. Most tablet owners already own smartphones
9 © 2012 Forrester Research, Inc. Reproduction Prohibited

10. Tablets drive incremental web usage
iPad web incrementality iPad cannibalization of other devices
“With the addition of the iPad/tablet to “I bought my iPad/tablet to replace (or use
devices you already own, do you spend instead of) a computer, laptop or eReader”
more time, the same amount or less time
(percent agreeing)
online?”
Less
time 9% Gen Y 30%
Gen X 28%
Same Boomers 21%
42%
time Seniors 14%
Base: 2, 150 tablet owners
More “I use my iPad/tablet more than my computer when both
49% are available.” (percent agreeing)
time
online
Gen Y 42%
Gen X 45%
Base: 2,322 iPad/tablet owners Boomers 36%
Seniors 25%
Base: 2, 096 tablet owners
10
Source: BizrateResearch, Inc. ReproductionCommerce Flash Survey 2011, in partnership with Forrester Research
© 2012 Forrester Insights Tablet Prohibited

11. Tablets cannibalize desktops more than phones
11 © 2012 Forrester Research, Inc. Reproduction Prohibited

12. Tablets are driving
incremental time online
as consumers
multitask
12 © 2012 Forrester Research, Inc. Reproduction Prohibited Source: Forrester/Bizrate Insights Tablet Commerce Flash Study Q2 2011

13. Among tablet owners, they prefer their tablet for web
shopping
13 © 2012 Forrester Research, Inc. Reproduction Prohibited

14. Many consumers have downloaded various
shopping apps
Which of the following types of online shopping apps
have you downloaded onto your iPad/tablet?
Retailer specific 33%
Location finder 22%
Have not
download Have
ed a download
Comparison shopping 17%
shopping ed a
app, 44% shopping Delivery tracking 15%
app, 56%
Bargain hunting/deal
aggregators 15%
Fashion trends or tech
reviews 9%
Gift reminder and tracking 4%
Base: 1,338 tablet owners who have shopped
and/or bought on their tablet
14
Source: BizrateResearch, Inc. ReproductionCommerce Flash Survey 2011, in partnership with Forrester Research
© 2012 Forrester Insights Tablet Prohibited

15. Retailers have modest investments in their mobile
efforts
15 © 2012 Forrester Research, Inc. Reproduction Prohibited

16. Shopping apps have a discovery problem
16 © 2012 Forrester Research, Inc. Reproduction Prohibited

17. Tablet shopping is surprising given that…
17 © 2012 Forrester Research, Inc. Reproduction Prohibited

18. …content that should be optimized isn’t
18 © 2012 Forrester Research, Inc. Reproduction Prohibited

19. Agenda
Current state of tablet commerce
Opportunities for retailers
19 © 2012 Forrester Research, Inc. Reproduction Prohibited

20. Opportunities
 Get the basics right
 Think about apps; we’re in an app world now
 Rich retail use cases have promise with apps
 Third-party development is an option
 Tablets are much more than web-surfing devices
 You are your best advocate given the poor search in app stores
20 © 2012 Forrester Research, Inc. Reproduction Prohibited

21. Be in the top 48%
21 © 2012 Forrester Research, Inc. Reproduction Prohibited

22. Opportunities
 Get the basics right
 Think about apps; we’re in an app world now
 Rich retail use cases have promise with apps
 Third-party development is an option
 Tablets are much more than web-surfing devices
 You are your best advocate given the poor search in app stores
22 © 2012 Forrester Research, Inc. Reproduction Prohibited

23. Apps are growing…
23 © 2012 Forrester Research, Inc. Reproduction Prohibited

24. …and are compelling for many reasons
1. Richer user interface
2. Ability to leverage features
like cameras or barcode
scanners
3. Ability to leverage an offline
experience without a need for
“a fat pipe”
4. Ability to experiment; test and
learn
5. Can reduce clicks for
frequently used apps
24 © 2012 Forrester Research, Inc. Reproduction Prohibited

25. Opportunities
 Get the basics right
 Think about apps; we’re in an app world now
 Rich retail use cases have promise with apps
 Third-party development is an option
 Tablets are much more than web-surfing devices
 You are your best advocate given the poor search in app stores
25 © 2012 Forrester Research, Inc. Reproduction Prohibited

26. Retail apps have promise if they are engaging…
26 © 2012 Forrester Research, Inc. Reproduction Prohibited

27. Tablets have capabilities that other digital
experiences do not
Audio and drag and drop
functionality are popular
functions used for gaming
and educational apps
27 © 2012 Forrester Research, Inc. Reproduction Prohibited

28. …or if they provide an easy experience
28 © 2012 Forrester Research, Inc. Reproduction Prohibited

29. This type of information can be very useful to
consumers
29 © 2012 Forrester Research, Inc. Reproduction Prohibited

30. …or if they can support tasks or habits
30 © 2012 Forrester Research, Inc. Reproduction Prohibited

31. Opportunities
 Get the basics right
 Think about apps; we’re in an app world now
 Rich retail use cases have promise with apps
 Third-party development is an option
 Tablets are much more than web-surfing devices
 You are your best advocate given the poor search in app stores
31 © 2012 Forrester Research, Inc. Reproduction Prohibited

32. Working with outside partners, or even just enabling
an API can be valuable
32 © 2012 Forrester Research, Inc. Reproduction Prohibited

33. Catalog apps achieve this
33 © 2012 Forrester Research, Inc. Reproduction Prohibited

34. FSIs and print marketing can take a new life with
tablet apps too
34 © 2012 Forrester Research, Inc. Reproduction Prohibited

35. Opportunities
 Get the basics right
 Think about apps; we’re in an app world now
 Rich retail use cases have promise with apps
 Third-party development is an option
 Tablets are much more than web-surfing devices
 You are your best advocate given the poor search in app stores
35 © 2012 Forrester Research, Inc. Reproduction Prohibited

36. These devices have amazing features
Technology Opportunity (Examples)
Near Field Communications (NFC) Payments, ticketing, and security
3D Cameras Augmented reality, gesture control
Accelerometers (detects motion/tilt) Phone orientation as control, pedometer
Motion sensing – gesture control,
Gyroscopes (3D motion) navigation, image stabilization
Pressure sensor Weather, height in building
Microbolometers Heat sensors, night vision
Chemical sensors Breathalyzer, food freshness, CO detect
Magnetometers “Is Starbuck’s over there?”
36 © 2012 Forrester Research, Inc. Reproduction Prohibited

37. Retailers are thinking about the deployments of
tablets in stores
37 © 2012 Forrester Research, Inc. Reproduction Prohibited

38. This app achieves what the store cannot
38 © 2012 Forrester Research, Inc. Reproduction Prohibited

39. Tablets in fact promise tremendous sales force
enablement tools
Sephora has tablets to enable
store associates to create “virtual
makeovers”; The Wet Seal is
using tablets as mobile POS
devices and to empower
buyer/merchants in the field
39 © 2012 Forrester Research, Inc. Reproduction Prohibited

40. Benefit Cosmetics uses an in-store app as a kiosk
and marketing tool
40 © 2012 Forrester Research, Inc. Reproduction Prohibited

41. This is a restaurant that can better upsell customers
41 © 2012 Forrester Research, Inc. Reproduction Prohibited

42. Opportunities
 Get the basics right
 Think about apps; we’re in an app world now
 Rich retail use cases have promise with apps
 Third-party development is an option
 Tablets are much more than web-surfing devices
 You are your best advocate given the poor search in app stores
42 © 2012 Forrester Research, Inc. Reproduction Prohibited

43. Thank you
Sucharita Mulpuru
smulpuru@forrester.com
Twitter: @smulpuru
www.forrester.com
© 2009 Forrester Research, Inc. Reproduction Prohibited

44. Please Welcome
Mike Madaio
Lead, User Experience
QVC
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52. Please Welcome
Nathan Richter
Director, Strategic Services
Monetate
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79. Question & Answer Session
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80. Thank You
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