closing the consumer expectation gap: enabling mobile pos
DESCRIPTION
Today's retailers labor under a consumer expectation gap between what buyers demand and what retailers can actually deliver. This presentation will show retailers how to use solutions such as Mobile POS to close that gap and deliver a true omnichannel experience. During the presentation, Nick D’Alessio and Todd Berner discussed the trends driving this gap, how retailers are coming up on short on delivering expected value, and how they can use existing solutions to close the gap.TRANSCRIPT
Closing(the(Consumer(Expecta4on(Gap:((
Enabling(Mobile(POS(
#mPOS&WEBINAR&&
SPONSORED&BY&
#mPOS&
Panelists&
Debbie Hauss Editor-in-Chief
Retail TouchPoints
MODERATOR
Todd Berner VP- Retail Solutions Zebra Technologies
Nick D’Alessio Global Practice Leader – Retail
Zebra Technologies
CLOSING THE CONSUMER EXPECTATION GAP
ENABLING MOBILE POS
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THE RETAIL INDUSTRY IS CHANGING… A LOT
• To survive and grow, we must focus on the retail customer, and how we enhance the shopping experience and drive efficient store operations
• We must continually re-evaluate how our business succeeds, and adapt to change
• “Decline can be avoided. Decline can be detected. Decline can be reversed” -Jim Collins
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>76%
year over year growth in the number of mobile users utilizing their phones to access retail sites.
46% use mobile to research prices before making a purchase.
of consumers report that a digital brand experience has changed their opinion (either positively or negatively) about a brand or the products and services a brand offers.
65%
rely on social networks to guide purchase decisions.
74%
THINGS ARE CHANGING AND RETAILERS ARE TRYING TO CATCH UP
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Technology Adoption Growth
Enhanced Connectivity
Social Influence
New Technologies
Connected Consumer
A NEW BREED OF SHOPPER HAS EVOLVED:
THE CONNECTED CONSUMER
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Omni-Channel Integration
Capitalize on Social with Demonstrated ROI
Leverage Mobile to Drive Sales Retailer Reality
THESE CHANGES CREATE A NEW RETAILER REALITY
Exploding Volumes of Customer Data
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RESULT: CONSUMER EXPECTATION GAP
Consumer Expectations
Retailers’ Reality
" Ability to interact with retailer anywhere anytime
" Personalized shopping experience
" Consistent experience across channels
" Informed store associates available to help
" Digital access to self-service, when wanted
" Dated or non-existent wireless infrastructure
" Antiquated POS and inventory systems
" Fragmented experiences across channels
" Staffing pressure with no real time access to information
" Inflexible analog in-store environment
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Attract new customers
Convert them to buyers
Keep them coming back
Maintain profitability
Reduce risk
Unique customer insights
Efficient operations Storefront & back office
While maintaining focus on the retail fundamentals:
RETAILERS MUST CLOSE THE CONSUMER EXPECTATION GAP THROUGH:
Personalized customer engagement
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Integration & Implementa-tion Services
Strategic Application
Software Enabling Hardware
MOBILE POINT OF SERVICE ENABLES PERSONALIZED CUSTOMER ENGAGEMENT
• Requires real solutions – not just point products
• Has two sides to the solution set: • Customer enablement – i.e.
• Mobile payment • Comparison shopping • Coupons
• Retailer empowerment • Mobile payment acceptance • Assisted selling • Flexible store layout • Lower capital investment
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WHY SHOULD RETAILERS CONSIDER MPOS NOW?
• Migration to EMV is creating urgency for merchants to upgrade payment acceptance technology (U.S. specific)
• Consumer adoption of smartphones and rise of mobile wallets is propagating the popularity of mobile transactions (and raising shopper expectations)
• Shift of revenue to eCommerce channels is forcing brick and mortar retailers to innovate to combat showrooming and create a differentiated experience by emphasizing live customer service and reducing friction at checkout
• Continued movement away from cash currency coupled with a heightened awareness of fraud risk places pressure on field service providers to accept payments real time and on-the-go, without having to lift credit card information
• As commerce moves toward omnichannel, so do business analytics, consumer apps, and marketing campaigns; payments complete the cycle.
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ZEBRA COMMERCE ZEBRA’S RETAIL SOLUTION STACK
• Zebra Commerce™ brings hardware, software, & services together to meet customer’s retail & commerce needs
• The solution addresses four key areas: Customer Engagement, Operational Efficiency, Management Insight, and Mobile Payment
Engagement Efficiency
Services Insight Payment
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Hardware
Software Integrate & Customize
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ZEBRA COMMERCE APPS: SET THE STAGE FOR ALIGNMENT
Shoe Locator /
Item Locator
PCK-E Kiosk
17
Price Management
Shipping/ receiving
Stock Room Mgr
Escorted Shopper
Cycle Counts
Returns / MOS
Mobile Payment
Zatar LinkOS
ESL (Display Data /
ZBD)
Location Mobile Usage
Mobile POS (Checkout)
Delivery
Mobile Payment
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ZEBRA COMMERCE - EFFICIENCY
Application Suite • In-Store Mobile Productivity • Improve Price Control
including Activation • Improve Inventory Accuracy
and Availability • Implement Specialty
Solutions Services • Migrate Legacy Mobility
Solutions • Integrate with Multiple IT
Systems • Ongoing Level 3 Support
• Mark-Downs • Price Activation • Re-ticketing • Price Changes
• Cycle Counts • Receiving • Transfers • MOS
• Price Checker • Gift Registry • Store Ordering • Alerts • Proof –of-Delivery
• Picking • Put-away • Location Mgmt
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ZEBRA COMMERCE - ENGAGEMENT
• Engagement Solutions – Assisted Selling with Sales Suggest
• Upsell • Recommend
– Item Search • In-store inventory • Endless Aisle
– Sales Request / Locator / Shoe Locator
• Task Manager to Manage & Pick Stock Room Product & Bring to Customer
– Electronic Shelf Tags / Digital Signage (ZBD Investment)
• Sales Suggest • Item Search • Sales Request (Locator) • Shoe Locator • Mobile Checkout / POS
• ESL / Digital Signage
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HARDWARE
Credit Card Payment Hardware
ZEBRA COMMERCE - MOBILE PAYMENT
Mobility Applications
SOFTWARE
Receipt Printing
HARDWARE
Mobile Payment Gateway
SOFTWARE
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SERVICES
• Integration • Customization • Maintenance
• Customer Service • Project Mgmt • Key Injection
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• Domain Expertise – in Retail – in Mobility
• Breadth of Solutions – Efficiency, Engagement, Insight, Payment • Experience in Integrating Legacy Systems • Hardware Agnostic
– Mobile Computing – Payment hardware
• Attacked Payment as a Solution – Allows merchant to maintain existing banking relationships – Built for MSR to EMV - credit and pin debit
• Secure – Payment: PCI-PTS application, EMV Level 2 kernel – Applications: SSL 128bit for core apps
• Lower TCO– not cost effective to create & maintain these applications from scratch
WHY CUSTOMERS BUY ZEBRA COMMERCE
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