experian FOOTFALL: COUNT THeM. CAPTURe THeM. CONVeRT THeM.

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1 (0) experian FOOTFALL: COUNT THeM. CAPTURe THeM. CONVeRT THeM. You can t increase profitability without knowing your customers inside and out

2 Count them. Capture them. Convert them. The key to increasing profitability is knowing your customers inside and out turning this knowledge into insight has been our passion for over 20 years as a global retail intelligence expert. Experian s vision is to deliver business enhancing information to retailers and retail property owners, based on a deep understanding of consumer behaviour. We work alongside retail organisations in the development of our products, listen to their needs and help them better understand their customers, to boost their performance in a fiercely competitive market. Through our solutions, thousands of retailers and shopping centres worldwide are increasing revenue, improving profitability, uncovering amazing customer potential and benchmarking this success between stores and sites. Why should you join these businesses as an Experian client? Put simply, we help your business to improve operational efficiency, to give you the competitive edge. PAge 2

3 Site Analytics Total Consumer Activity Insight Wherever and however they shop, consumers create a wealth of valuable information. Experian s Site Analytics solutions consolidate this data from multiple sources into a single, detailed view of customer activity from which better business decisions can be made. Our solutions are more than a means of centralising key information; they enable your business to analyse and measure key performance indicators, in order to make profit generating decisions. It s a case of turning business information into business intelligence. We understand that each area of your business will benefit from access to different types of information. That s why we ve created two user interface options Site Analytics and Site Analytics expert to deliver the most appropriate insights to individual users. Underpinned by the same consistent data sources, our solutions provide complete insight into consumer activity at multiple levels, including: Intra-day insight empower store and centre managers to make actionable and timely decisions that drive performance; immediate takeaways that they can act on Trends insight empower analysts and head office personnel with detailed analysis, to assess campaign effectiveness and business performance planning PAge 3

4 Site Analytics Total Consumer Activity Insight How Site Analytics works Site Analytics combines key data streams from sales and workforce activity to footfall, weather and consumer movements, and much more to create a 360 degree overview of shopper behaviour on a single platform. It has the flexibility to incorporate existing business data assets, so that nothing is wasted or duplicated. Key benefits Analyse consumer behaviour at macro and micro level including an hourly breakdown updated throughout the day Consolidate multiple data measures on a single platform Customise dashboards for different users within your business Sales Visitors In-Store Benchmark performance through analysis of data by site, region or business-wide Staff SITE ANALYTICS Queue Distribute reports via on a daily/weekly/ monthly service level Structure reporting to suit business hierarchical grouping such as management territories, store formats or geographical regions Online Weather & Events Receive technical support from an expert experian consultant PAge 4

5 Finding the Right Solution for Your Business Site Analytics - who s it for? Store and centre managers, regional operations How can Site Analytics enhance your business performance? In today s closely contested retail environment, a one size fits all solution is not enough to gain competitive advantage, or helpful to all users within your business. That s why we ve created a tailored interface for site and area managers. As the first and last point of contact with shoppers, Site Analytics enables managers to monitor, analyse and most importantly act on performance measurement situations. Our solution now features a unique Interior Analytics capability, enabling users to understand anonymous visitor movements and create informed views of what happens beyond the entrance. Customer insights How do visitor volumes change by hour, week, month and year. Is there a trend which can be anticipated and be prepared for? What journeys do visitors take around your store or centre, what area of the store is drawing them in? What are the visitor dwell times within key areas of your store, such as changing room and POS waiting times? What proportion of your customers are repeat visitors and do they concentrate in key areas of your store? What marketing activities are driving unique visitors to your store, driving your footfall? Are there clear differences in shopper behaviour between stores and centres, which explain performance variances. Store insights What proportion of passing shoppers come into your store? How do conversion rates and average transaction values vary by hour, day, week, month and year? Which staff to visitor ratio is most profitable? When are conversion rates or customer service levels being compromised? How are marketing promotions driving loyalty by increasing frequency and lengths of visits to the store? How is this impacting sales numbers? Which marketing activities drive the greatest return on investment? How is each store performing when benchmarked across similar stores, regions or your entire network? Shopping Centre insights Which retail outlets are the most popular? Where can rental incomes be optimised by changing the mix of retailers, or their locations in the centre? What is the sales per head or per square metre for each retail unit within the centre? What are the opportunities to see (OTS) in key digital media locations and how can this drive incremental revenues? Which marketing activities improve loyalty and increase the frequency of customers visits? Which campaigns drive new visitors? How many customers are using facilities such as food and beverage outlets, service areas? What changes can you make across your centre to increase dwell times? How is each centre performing when benchmarked across your portfolio? Page 5

6 Site Analytics What will users see? Our Site Analytics solution can be personalised to individual retailer, centre or user requirements, providing direct access to the data streams most relevant to your job role without unnecessary complexity. Detailed analysis can be performed on an hour-by-hour level, enabling users to make timely decisions during the day, in order to maximise profitability. The application is mobile-optimised, granting access to key performance data from desktop, tablet and mobile devices. Users can also choose how information is displayed; for example, pulling out key data streams such as daily traffic, sales and conversions as numbers, rather than displaying the results in graph format. Page 6

7 Site Analytics Expert Site Analytics Expert is based on the same data platform as our Site Analytics solution, with added analytics tools and reporting functions. It s ideal for advanced users and head office personnel, who require detailed analytical capabilities to explore wider trends across your business. Who s it for? Head office personnel, including business insight analysts and product managers, directors of finance, marketing, operations, and board members. How can it enhance your business performance? By combining data relating to a huge range of critical business metrics, Site Analytics Expert converts an overwhelming stream of information into actionable business insights. To enhance this solution, Experian has created analysis tools and reporting templates, so users can communicate key information throughout your organisation. In the Store Sales figures, broken down by category Conversion rates Average transaction values Queue performance Loyalty card data Data streams that can be compared and analysed Visitor footfall by hour, day, week, month and year Shopper movement and dwell times Staff to visitor ratios to assess returns against costs Marketing promotion revenues Online data Customer survey results Benchmark performances across stores or shopping centres In the Shopping Centre Rental income Retail performance, sales per head and per square metre Outlet vacancy rates Car park data Page 7

8 Site Analytics Expert What will users see? The Site Analytics Expert dashboard has been optimised for use on desktop devices. Clear web-style pages present users with a comprehensive range of analytics tools. From this, they can measure, interpret and act on key data for use in campaign evaluation, business reviews or planning/forecasting. Predefined reporting templates enable users to quickly and efficiently communicate their findings throughout your business. Page 8

9 Consultancy - Uncover Amazing Insight to Increase Profitability Experian believes in acting on insight to ensure the value we create delivers a rapid and measurable return on your investment. Above anyone else, Experian understand and recognise that this is the challenge for all retailers when investing in technology. This is why we have a team of dedicated consultant on hand to help you unlock and realise the potential revealed in your data. Wedon tjustgiveyouthetoolstomakeinformedbusinessdecisions;wesupportyou with recommendations and action plans for tangible performance improvement, so you can deliver on the promised return on investment and drive business performance at regionalandgloballevel,whetheronapilotprojectorthroughfulldeployment. Based on the principles of our Visitor to Customer strategy, experian provides a range of services which complements the needs of our clients. In addition to bespoke consulting engagements based on individual client guidance and specification, we have created a wide range of business insight packs that focus on all the key retail issues. These packs are designed to reveal unrecognised insights and offer advice and recommendations, for measuring in-store performance and optimisation, comparing relative online versus in-store sales performance and measuring and predicting seasonal trends, as well as the impact of peak trading periods, such as easter Weekend, Black Friday or golden Week Benefit Enablers data & technology Benefit Achievers people & process Measure Integrate Analysis Discover action customer data capture and relevant complimentary data feeds integration into secure cloud platform client selfservice access to reports and dashboards regular analysis and discovery of insights by a global team of analysts recommendations for business improvement and value generating action plans PAge 9

10 Mois par mois année Nov % % -2.1 % N / N-1 Dec % % Mois Jan % Fev % Mar % % Avr % % Mois par mois année Nov % % -3.9 % N / N-1 Dec % % Mois Jan % Fev % Mar % % Avr % % ,09% Mês Copyright Experian s Global Retail Traffic Index the industry benchmark of shopper confidence How are economic, social, cultural and political events in your region impacting retail traffic? Our globally recognised, market-leading index can provide the answer. experian s global Retail Traffic Index has tracked shopper numbers across the world for over twenty years, providing a barometer of shopper confidence. Through our index, you can understand and benchmark performance from store to store, or determine best practice for each location, based on profile. You can also analyse the impact of factors such as the weather, public holidays, sporting and cultural events, economic issues and political changes on each location. Our indexes are published on a weekly and monthly basis, with regional breakdowns available in many areas. We also produce detailed performance reports within many markets for example consumer activity within retail parks, department stores and city centres. In addition, experian provides bespoke indexes for hundreds of our clients, enabling them to compare results on a like-for-like basis, and identify where opportunities for improvement exist. OCTOBER SEPTEMBER AUGUST JULY JUNE MAY MONTH ON MONTH % charge YEAR ON YEAR % charge Retail Sales MONTH ON MONTH % charge Consumer Confidence MONTH ON MONTH % charge Relied upon by retailers, shopping centres, media outlets and expert commentators internationally, it is a consistent and trusted benchmark for consumer retail activity both to measure performance in attracting visitors and to forecast likely future footfall levels. Mensuel - Mois commençant le 01/04/12 Evolution en Cumul Jan Fev Mar Avr Mai Jun Jul Août Sep Oct Nov Dec X on X Percentage Change Année par YOY Percentage Change A propos de l'indice Ile de France Analyse comparative des 6 derniers mois % % Copyright Ltd L'indice est une référence nationale de la fréquentation de centres commerciaux répartis géographiquement sur la France. Pour plus d'informations, vous pouvez nous écrire à l'adresse suivante [email protected] Mensuel - Mois commençant le 01/04/12 Evolution en Cumul Jan Fev Mar Avr Mai Jun Jul Août Sep Oct Nov Dec X on X Percentage Change Année par YOY Percentage Change A propos de l'indice Analyse comparative des 6 derniers mois % % Copyright Ltd L'indice est une référence nationale de la fréquentation de centres commerciaux répartis géographiquement sur la France. Pour plus d'informations, vous pouvez nous écrire à l'adresse suivante [email protected] Variação Mensal Variação Anual de Portugal Abril 2012 Variação Percentual Novembro Dezembro Janeiro Fevereiro Março Abril Acumulado 79,45 96,79 79,33 76,73 76,74 79,85 7,0% 21,8% -18,0% -3,3% 0,0% 4,1% -5,9% -2,9% 0,6% -2,0% -1,7% -1,2% - Portugal Baseado no mês de Julho, 2003 com um 100, recalculado desde 2007 Comentário O está avaliado por dados dos Centros Comerciais em Portugal repartidos por todo o ámbito nacional. O mostra alterações percentuais de um mês frente ao anterior no número total de visitantes de ámbito nacional. * Above visuals for presentation purposes only Comentário realizado por Experian. PAge 10

11 About Experian Experian is the leading global retail intelligence service, enabling international retailers and shopping centres to understand their customers inside and out, and generate greater profits from that insight. Part of global information services group, Experian, has been providing actionable insight into consumer behaviour for 20 years and now acts as a trusted advisor to retailers and shopping centres in Europe, Asia and the US. Our customer insight solutions are used in 40 countries by thousands of retail businesses, all of whom want to gain greater understanding of customer behaviour and key performance indicators such as sales conversions, staff productivity and promotional effectiveness, in order to make profitable business decisions. In 2014, Experian launched Interior Analytics, a new solution that uses the latest connectivity technique to track customers as they move around your store or shopping centre. Available as a standalone service or to enhance our Site Analytics solutions, which captures all of your business data, Interior Analytics provides our most detailed insight into what is affecting your business performance. To find out how Experian can improve your profits visit or contact our team in your region on + 44 (0) Page 11 7

12 To find out how Experian can improve your profits visit or contact our team in your region on + 44 (0)