Endless Aisle Virtual Merchandising In An Omnichannel Marketplace
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Transcript of Endless Aisle Virtual Merchandising In An Omnichannel Marketplace
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Endless Aisle: Virtual Merchandising in an Omnichannel Marketplace
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#CCS14
Welcome Webinar Attendees
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#CCS14
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#CCS14
Panelists Kim Zimmermann
Managing EditorDemand Gen
Report
MODERATOR
Alen PuacaCreative Director
iQmetrix
Perry KramerVice President
Boston Retail Partners
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Comprehensive Retail Consulting
6©2014 Boston Retail Partners. All rights reserved
Endless Aisle:Virtual Merchandising in anOmnichannel Marketplace
Perry Kramer, Vice President
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Comprehensive Retail Consulting
7©2014 Boston Retail Partners. All rights reserved
Agenda
About Boston Retail Partners Unified Commerce POS/Customer Engagement Survey Customer Engagement Mobile Digital Catalog Considerations and Conclusion
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Comprehensive Retail Consulting
8©2014 Boston Retail Partners. All rights reserved
About Boston Retail Partners
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Comprehensive Retail Consulting
9©2014 Boston Retail Partners. All rights reserved
Retail experts with retail backgrounds
Built with unique professional profile Managed by industry-recognized leaders Recruit experienced retail professionals with process, technology and operations skills Recognized expertise in all facets of strategy, selection and deployment of Point of Sale,
CRM/Loyalty, Customer Engagement, Order Management, Merchandising and Supply Chain solutions
Trusted advisors of acknowledged industry leaders
No exclusive partnerships or alliances with software or hardware providers
Home Depot TJ Maxx Family Dollar
Lowe’s Sports Authority Dick’s Sporting Goods
Tire and Battery Corp Brooks Brothers Michaels Stores
About Boston Retail Partners
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Comprehensive Retail Consulting
10©2014 Boston Retail Partners. All rights reserved
White Papers
Speaking Engagements
Webinars/Articles
Industry-leading Surveys
Thought Leadership
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Comprehensive Retail Consulting
11©2014 Boston Retail Partners. All rights reserved
Retail Experience
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Comprehensive Retail Consulting
12©2014 Boston Retail Partners. All rights reserved
Unified Commerce
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Comprehensive Retail Consulting
13©2014 Boston Retail Partners. All rights reserved
Unified Commerce puts the Customer at the Center of the Universe
Customers now have the freedom to achieve their goals throughout the shopping process…
…usingwhichever
channels and touch points they prefer.
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Comprehensive Retail Consulting
14©2014 Boston Retail Partners. All rights reserved
Unified Commerce Platform
Unified Commerce Enterprise
BICRM
FIN
INV
MFG
Customer Devices
AssociatePOS
Web Site
Customer Communication
Unified Commerce
Middleware
Customer/Associate
StationsSocial Media
Integration
Rules Engine
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Comprehensive Retail Consulting
15©2014 Boston Retail Partners. All rights reserved
POS/Customer Engagement Survey
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Comprehensive Retail Consulting
16©2014 Boston Retail Partners. All rights reserved
Survey Methodology
15th consecutive year Survey more than 500 top North American
retailers Broad selection of Tier 1, 2,
and 3 retailers 60% of respondents fall into
Specialty retailer category
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Comprehensive Retail Consulting
17©2014 Boston Retail Partners. All rights reserved
The customer experience is the driver
70% of retailersresponded thattheir #1 priorityrelated to EndlessAisle philosophy
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Comprehensive Retail Consulting
18©2014 Boston Retail Partners. All rights reserved
Customer Engagement
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Comprehensive Retail Consulting
19©2014 Boston Retail Partners. All rights reserved
Available customer informationIdentifying the customer before they have made their purchasing decision offers retailers the ability to influence the decision
51% of the retailers have the ability to identify customersbefore checkout
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Comprehensive Retail Consulting
20©2014 Boston Retail Partners. All rights reserved
Offering personalized servicesPersonalized services to help customize the shopping experience for customers
40% have implemented or will implement ability for self-service inventory locating
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Comprehensive Retail Consulting
21©2014 Boston Retail Partners. All rights reserved
The next-level customer experienceTech-savvy, always online customers change the way retailers need to interact
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Comprehensive Retail Consulting
22©2014 Boston Retail Partners. All rights reserved
Mobile
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Comprehensive Retail Consulting
23©2014 Boston Retail Partners. All rights reserved
Slow death of traditional registers80% have mobile devices accounting for at least 20% of their POS/Customer Engagement tools
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Comprehensive Retail Consulting
24©2014 Boston Retail Partners. All rights reserved
Digital Catalog
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Comprehensive Retail Consulting
25©2014 Boston Retail Partners. All rights reserved
Customer-facing technology expands
40% of retailers have a digital catalog and additional 25 % plan to have one. 40% have mobile search for product by location and availability
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Comprehensive Retail Consulting
26©2014 Boston Retail Partners. All rights reserved
Delivery options
Delivery option expansion helps brick-and-mortar retailers compete against online giants
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Comprehensive Retail Consulting
27©2014 Boston Retail Partners. All rights reserved
Considerations and Conclusion
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Comprehensive Retail Consulting
28©2014 Boston Retail Partners. All rights reserved
Endless Aisle Considerations
To successfully integrate virtual inventory and Unified Commerce into your business model, significant process changes must be mapped out and piloted. Areas impacted will include:
Store operations Commission processing Labor management Replenishment and fulfillment Returns and reverse logistics WMS slotting and picking Custom product delivery and order
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Comprehensive Retail Consulting
29©2014 Boston Retail Partners. All rights reserved
Endless Aisle is the Future
We are at a strategic inflection point where the network is taking center stage, this enables an integrated world where consumers drive self checkout on their smart phone, interact with their friends in real-time on purchase decisions, and receive discounts and personalized pricing as they are shopping, creating a cohesive customer experience.
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Comprehensive Retail Consulting
30©2014 Boston Retail Partners. All rights reserved
Perry KramerVice President
(617) 899-7543pkramer@
bostonretailpartners.comwww.bostonretailpartners.com
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About iQmetrix
Founded in 1999, iQmetrix is a leading provider of retail management and customer experience technology.
75% of top independent wireless retailers in North America use RQ retail management system (12,000 doors)
$9,404,705,267 in retail sales processed through RQ in 2013
RQ Retail Management System
XQ Interactive Retail
Business Intelligence
Commerce Platform
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① Today’s Consumer
② Omnichannel
③ Endless Aisle / Virtual Merchandising
iQmetrix agenda
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Connected
Empowered
Busy
High Expectations
Entertained
Face of Today’s Consumer?
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How is she shopping?
Sources: IAB: “Showrooming: Empowering Consumer electronics shoppers”, 2013, Forrester Consulting: “Customer desires Vs. Retail capabilities”, 2014, Zogby analytics survey, 2013, Ominco: technology driven shopping, 2013, IAB: “Showrooming: Empowering Consumer electronics shoppers”, 2013
62%
71%
of multichannel shoppers feel it’s important to view the in-store inventory of products
> 60%
tech savvy customers would choose to shop in-store because of online services in stores
Comparing pricesComparing prices
65%
65% of consumers are demanding “more product variety” out of their shopping experiences.
The most important reasons for US consumers to shop online
Price 74%
of shoppers who use their mobile phones in the store say it makes them more likely to buy the product
65%
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Shopping with smartphone in-store
Sources: Zogby analytics survey, 2013, eMarketer, 2013, Forrester Consulting: “Customer desires Vs. Retail capabilities”, 2014, Zogby analytics survey, 2013, Ominco: technology driven shopping, 2013, IAB: “Showrooming: Empowering Consumer electronics shoppers”, 2013
92%of 18 – 24 year olds want discounts/coupons via text or smartphone apps
12.3M – 53.2M2010 - 2014
US mobile coupon users rise
Comparing prices70%
of smartphone shoppers use a store locator to plan their shopping trip
44%US shoppers access their smartphones in store for shopping and purchasing most of or all the time
46%Compare best prices - the most important reason for use of mobile phone in store.
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Technology has changed the way people shop
• Unprecedented and instant access to product info, pricing and inventory
• Increased need for convenience and efficiency
• Higher expectations of in-store experiences and brand experience
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Omnichannel?Seamless shopping experience across channels and touch points
Anytime, any place, anywhere
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“The store, in essence, is becoming a physical web site.”
Doug Stephens, Retail Prophet
Virtual Merchandising
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iQmetrix.com/products/XQ/whitepapers
1. Online In-store
2. Checkout Anywhere
3. Relationship
4. In-store Edutainment
5. Social Hub
5 Checkpointsfor Next Gen Retail Stores
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5W’s of Virtual Merchandising?
Virtual merchandising is online in-store. It is bringing the elements of online shopping into physical environment.
Key benefit
Increase product selection and availability by displaying unlimited number of products.
“Endless Aisle”
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How to Offer Virtual Merchandise?
Back End• Unified Product Catalog (online/in-store)• Unified Inventory (with integrated suppliers)• Drop-ship in-store
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Customer Facing•In-store interactive screens in multiple form factors•Rich product info, engaging media •“Lifestyle features”•Integration with staff and/or consumer’s mobile devices•Location awareness
How to Offer Virtual Merchandise?
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Electronics
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Appliances
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Apparel
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Key Takeaways
① Consumer is shopping anytime and anywhere
② Retailers use technology to deliver unified shopping experience
③ In-store Virtual Merchandising can significantly improve both customer experience and the bottom line
AlenPuaca Creative Director
[email protected] Bartlett Director of Marketing
iQmetrix.com | 1.866.iQmetrix
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#CCS14
Q & A // Panelists Kim Zimmermann
Managing EditorDemand Gen
Report
MODERATOR
Alen PuacaCreative Director
iQmetrix
Perry KramerVice President
Boston Retail Partners
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#CCS14
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