Welcome Webinar A/endees

Transcription

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2 Welcome Webinar A/endees Your GoToWebinar A/endee Viewer is made of 2 parts: 1. Viewer Window 2. Control Panel Type your ques+on here Follow today s webinar discussion on Twi/er, #CustEngageRT

3 About Retail TouchPoints Launched in 2007 Over 20,000 subscribers To provide executives with relevant, insightful content across a variety of digital medium Free subscription to our weekly newsletter:

4 Panelists Moderator Andrew Gaffney Editorial Director Retail TouchPoints Speaker Sco/ Pearson CEO Retaligent, a Raymark company Speaker Danya Rielly Business Analyst Raymark Speaker Will Roche Senior Vice President Raymark

5 Agenda The evolujon of retail What IS customer- centric retailing? Why CRM, not ERP, should be at the core of your enterprise Value of obtaining a 360 view of the customer Best pracjces for implemenjng clienteling into a customer- centric approach Benefits of incorporajng customer metrics into all areas of the retail organizajon

6 Retail in the 20th Century Forrester: CompeJJve Strategy In The Age Of The Customer by Josh Bernoff

7 The Age of Manufacturing Forrester: CompeJJve Strategy In The Age Of The Customer by Josh Bernoff

8 The Age of DistribuJon Forrester: CompeJJve Strategy In The Age Of The Customer by Josh Bernoff

9 The Age of InformaJon Forrester: CompeJJve Strategy In The Age Of The Customer by Josh Bernoff

10 The Age of the Customer Forrester: CompeJJve Strategy In The Age Of The Customer by Josh Bernoff

11 Shopping Around

12 The Power of Reviews

13 The Customer is in Control

14 CulJvaJng Learning RelaJonships

15 What s the Difference?

16 Persuasive vs. Personal Even in a negative economy, customer experience is a high priority for consumers, with 60% often or always paying more for a better experience. Source: Harris Interactive, Customer Experience Impact Report

17 Customer- centric CollaboraJon

18 The End of Mass MarkeJng

19 You Can t Manage What You Can t Measure

20 The Stretch

21 What s the Difference?

22 The Customer- centric Retail Ecosystem

23 The Customer- centric Retail Ecosystem

24 Personalized Product RecommendaJons Jane, You ll just love this bracelet! It matches the earrings you recently purchased. $89

25 You Can t Resist!

26 The Customer- centric Retail Ecosystem

27 PersonalizaJon

28 Merchandising Challenges The number one business challenge facing retailers today is underperforming inventory, followed closely by out of stocks. RSR Research 2011 Merchandising Study

29 The Customer- centric Retail Ecosystem

30 Before the Sale At a Glance Day Planner Performance Outreach Tasks Appointments

31 Client Profile Purchase History During the Sale Wish List Up- sell/cross- sell Availability Preferences

32 Ader the Sale Ecommerce Virtual Closet Offers/PromoJons Social Networking Client Profile Store Events

33 Closing the Loop Sales Figures Clienteling Data Wish List Items Customer KPIs

34 Shopping Jme of day, day of week Preferred salesperson (clienteling) Call frequency Call category Issue resolujon rate OpJmal communicajon channel Campaign response InteracJon with consumer- facing applicajons: kiosks, mobile apps, social media Jme spent, acjvity, pageviews Outreach sales E- mail opens, bounces, clicks, forwards, unsubscribes Opt- in/out channels and communicajon preferences Social media presence: reach/klout, likes, menjons, Frequency Customer Metrics

35 What to Look For RETAIL FLEXIBLE SCALABLE INTEGRATED EASY TO LEARN & USE

36 Garbage In, Garbage Out USAGE QUALITY STORAGE COLLECTION CONSISTENCY MANIPULATION

37 1. Assess your current state 2. Determine your vision, goals and objecjves 3. Make your plan 4. System selecjon, technology change 5. Cultural change, organizajonal alignment, responsibilijes and rewards 6. ImplementaJon, execujon 7. Measure, refine To- do s.

38 Q&A CUSTOMER ENGAGEMENT MASTERCLASS 1. Viewer Window 2. Control Panel Type your ques+on Type here your ques+on here

39 Thank You for A/ending Download this presentajon at RetailTouchPoints.com: hcp://rtou.ch/cem- part- 2 Contact Today s Speakers: Danya Rielly, Business Analyst, Raymark drielly@raymark.com ScoC Pearson, CEO, Retaligent, a Raymark Company spearson@retaligent.com Will Roche, Senior Vice President, Raymark wroche@raymark.com

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