global shop09 enhancing_the_in-store_experience
TRANSCRIPT
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Enhancing The In-Store Experience
5 Technologies Changing The Marketing Landscape
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Turbulent Times
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Business Needs
• Retain & Convert
• Increase Efficiencies
• Improve Satisfaction
• Differentiate
Customer Needs
• Save Time
• Save Money
• Improve Experience (Service & WOW!)
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Customer Experience Technologies Provide A Bridge Between Customer & Business Needs
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AUDIO SMARTSHELVES
DIGITALSIGNAGE
KIOSKS MOBILE
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Why The In-Store Experience Matters...
Generation Tech XBox • Wii • HD • Cell Phones • Internet
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Why The In-Store Experience Matters...
Abundance of Choice
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Why The In-Store Experience Matters...The Connected Customer -
Social Buzz
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A Bad Customer Experience Leads to...• Lost Business
81% would stop doing business69% would NEVER return
• Viral Detractors74% tell others about poor treatment20% have posted negative feedback online
• Operational Burden61% have directly complained37% have returned products
Source: 2008 Customer Experience Impact Report(RightNow Technologies & Harris Interactive)
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Source: 2008 Customer Experience Impact Report(RightNow Technologies & Harris Interactive)
A Good Customer Experience Leads to...• Customer Acquisition
53% would recommend
• Repeat Business52% would feel encouraged to spend more
• Sustained Business50% will always/often pay more for better
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Technology Can Be Used to Amplify The Experience
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The Experience Is Engaging
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The Experience Is Engaging
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The Experience Is Engaging
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The Experience Is Engaging
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The Experience Is Empowering
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The Experience Is Empowering
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The Experience Is Empowering
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The Experience Is Empowering
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The Experience Is Embedded
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The Experience Is Embedded
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The Experience Is Embedded
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The Experience Is Embedded
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The Experience Is Mobile
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The Experience Is Mobile
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The Experience Is Mobile
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Product Pick-up or Motion
Triggers
Offers
Targeted Media
Guided Selling
Produces
Consumer Metrics
The Experience Is Intelligent
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The Experience Is Intelligent
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The Experience Is Intelligent
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The Experience Is Intelligent
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The Experience Is Integrated
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The Experience Is Integrated
Casino/Bars
Onboard Administration
BizTalk
Property Management
Appointments
Point of Sale
Broadcast Center
Spa/Fitness
Guest ServicesWayfinding
Staterooms
Labs/Cafes
Crew Cabins
Shore Excursions
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AUDIO SMARTSHELVES
DIGITALSIGNAGE
KIOSKS MOBILE
The Bridge Technologies
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It’s All About the Experience!
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Thank YouBrian Ardinger - Chief Marketing Officer
Phone: 402-323-6262Web: www.nanonation.net
Email: [email protected]