The Mobile POSc3318102.r2.cf0.rackcdn.com/The Mobile POS Tipping Point.pdf · Follow This Webinar...
36
#ImplementMobile Mobile POS #ImplementMobile Tipping Point The Presented by Sponsored by
Transcript of The Mobile POSc3318102.r2.cf0.rackcdn.com/The Mobile POS Tipping Point.pdf · Follow This Webinar...
#ImplementMobile
Mobile POS
#ImplementMobile
Tipping Point
The
Presented by Sponsored by
#ImplementMobile
Type ques)on here
Welcome Webinar Attendees
#ImplementMobile
Follow This Webinar On Twitter
#ImplementMobile
#ImplementMobile
About Retail TouchPoints
Launched in 2007
Over 23,000 subscribers
To provide executives with
relevant, insightful content across
a variety of digital medium
Free subscription to our weekly newsletter: WWW.RETAILTOUCHPOINTS.COM/SIGNUP
#ImplementMobile
Panelists
Ken Morris Principal
Boston Retail Partners
Debbie Hauss Editor-in-Chief Retail TouchPoints
Marty Johnson Product Manager
Zebra Technologies
MODERATOR
The Mobile POS Tipping Point
July 12, 2012
7
Agenda
About BRP Mobile POS Defini9on Mobile Technology Trends Retailer Examples Integra9on Challenges The Future
© Boston Retail Partners. All rights reserved. No part of this document may be reproduced or distributed in any form or by any means without prior written permission of the publisher.
8
About Boston Retail Partners
Established in 2009, we are a leading independent retail management services firm
Built with a unique professional profile Managed by industry-recognized leaders All firm members have retail line management experience Recruits experienced professionals in retail technology, store
operations, merchandise management and supply chain management
Relevant experience working with both hardline and softline retail companies on strategy, selection, and deployment of point-of-sale, merchandising and supply chain solutions
History of serving acknowledged industry leaders (for example)
No exclusive partnerships or alliances with software or hardware providers
o J. Crew o Brooks Brothers o TJX o Ann Taylor
o Sephora o Limited Brands o Charlotte Russe o Polo Ralph Lauren
o Target o Kohl’s o TBC Corp o Vera Bradley
9
Agenda
About BRP Mobile POS Defini9on Mobile Technology Trends Retailer Examples Integra9on Challenges The Future
© Boston Retail Partners. All rights reserved. No part of this document may be reproduced or distributed in any form or by any means without prior written permission of the publisher.
10
What is Mobile POS?
© Boston Retail Partners. All rights reserved. No part of this document may be reproduced or distributed in any form or by any means without prior written permission of the publisher.
Associate - Facing Customer - Facing
11
Agenda
About BRP Mobile POS Defini9on Mobile Technology Trends Retailer Examples Integra9on Challenges The Future
© Boston Retail Partners. All rights reserved. No part of this document may be reproduced or distributed in any form or by any means without prior written permission of the publisher.
POS Benchmarking Trends
Surveyed more than 500 top North American retailers
Online responses solicited in November/December 2011
Respondents generally C-‐level execu9ves or VP/Directors of Store Systems or Informa9on Technology
Offers insight into store-‐level tac9cs and strategies in the industry
© Boston Retail Partners. All rights reserved. No part of this document may be reproduced or distributed in any form or by any means without prior written permission of the publisher. 12
© Boston Retail Partners. All rights reserved. No part of this document may be reproduced or distributed in any form or by any means without prior written permission of the publisher. 13
Customer Service
Retailers unanimously agree that customer service is the top area of importance with efficient processing at the register a close second
© Boston Retail Partners. All rights reserved. No part of this document may be reproduced or distributed in any form or by any means without prior written permission of the publisher. 14
The Customer Experience
Crea)ng a strong customer experience to exceed expecta9ons are high priori9es for top retailers – using mobile devices is a key area
The top retailers are suppor9ng the priori9es men9oned previously by increasing spending on customer-‐facing mobile solu)ons and mobile POS.
© Boston Retail Partners. All rights reserved. No part of this document may be reproduced or distributed in any form or by any means without prior written permission of the publisher. 15
Areas of Focus
© Boston Retail Partners. All rights reserved. No part of this document may be reproduced or distributed in any form or by any means without prior written permission of the publisher. 16
Mobile Devices Growth
© Boston Retail Partners. All rights reserved. No part of this document may be reproduced or distributed in any form or by any means without prior written permission of the publisher. 17
Customer-‐Facing Mobile
Mobile POS con9nues to gain ground with retailers looking to expand – 8% even allow shoppers to u)lize their smartphones to check themselves out in the store
© Boston Retail Partners. All rights reserved. No part of this document may be reproduced or distributed in any form or by any means without prior written permission of the publisher. 18
Addi9onal Opportuni9es
Retailers implemen9ng smartphone apps to drive customer purchasing 2D barcode scanning gaining trac9on as tool for interac9ve marke9ng Social networking expanding as retailers host own sites
19
Agenda
About BRP Mobile POS Defini9on Mobile Technology Trends Retailer Examples Integra9on Challenges The Future
© Boston Retail Partners. All rights reserved. No part of this document may be reproduced or distributed in any form or by any means without prior written permission of the publisher.
20
Retailer Examples
© Boston Retail Partners. All rights reserved. No part of this document may be reproduced or distributed in any form or by any means without prior written permission of the publisher.
21
Agenda
About BRP Mobile POS Defini9on Mobile Technology Trends Retailer Examples Integra9on Challenges The Future
© Boston Retail Partners. All rights reserved. No part of this document may be reproduced or distributed in any form or by any means without prior written permission of the publisher.
© Boston Retail Partners. All rights reserved. No part of this document may be reproduced or distributed in any form or by any means without prior written permission of the publisher. 22
Omni-‐Channel Retail
While half the retailers have implemented or are planning to implement a centralized plaIorm to meet their omni-‐channel needs, the other half do not have plans to implement it at all
© Boston Retail Partners. All rights reserved. No part of this document may be reproduced or distributed in any form or by any means without prior written permission of the publisher. 23
POS Centraliza9on
Retailers already centralize many processes – the opportunity remains for centralized point-‐of-‐sale
© Boston Retail Partners. All rights reserved. No part of this document may be reproduced or distributed in any form or by any means without prior written permission of the publisher. 24
Improve Networks
Most of the retailers surveyed have had networks installed for more than two years – since network contracts are generally short-‐term/high-‐turn with a usual length of 3-‐5 years there are opportuni)es to improve networks
© Boston Retail Partners. All rights reserved. No part of this document may be reproduced or distributed in any form or by any means without prior written permission of the publisher. 25
Mul9-‐Channel Integra9on
Mul)-‐channel integra)on offers customers the best of both “shopping worlds” and gives retailers visibility into customers’ purchasing paYerns, shopping habits, and merchandise preferences
26
Agenda
About BRP Mobile POS Defini9on Mobile Technology Trends Retailer Examples Integra9on Challenges The Future
© Boston Retail Partners. All rights reserved. No part of this document may be reproduced or distributed in any form or by any means without prior written permission of the publisher.
Sugges9ve selling is an opportunity for those retailers who s9ll have not capitalized on the customer informa9on that they already own
© Boston Retail Partners. All rights reserved. No part of this document may be reproduced or distributed in any form or by any means without prior written permission of the publisher. 27
Sugges9ve Selling
[Opportunity]
© Boston Retail Partners. All rights reserved. No part of this document may be reproduced or distributed in any form or by any means without prior written permission of the publisher. 28
Sugges9ve Selling
[Opportunity] There is a compe99ve advantage for retailers who have implemented CRM/Loyalty programs to gather, view, and u9lize customer informa9on
© Boston Retail Partners. All rights reserved. No part of this document may be reproduced or distributed in any form or by any means without prior written permission of the publisher. 29
Addi9onal Mobile Services
[Opportunity] Retailers are beginning to gather email addresses and u9lize them to push promo9ons to customers – the next step is to push these personalized promo9ons directly to the customer’s smartphone as they walk in the store
In today’s web-‐enabled environment, where Apple and similar retailers have changed the playing field by shi[ing the way customers and retailers think about the in-‐store experience, retailers need to con-nually innovate to survive.
To succeed, retailers need to offer a seamless experience across all channels and con9nually research and understand their customer’s behavior, wants, and needs to achieve a deeper, more emo-onal connec-on and encourage customer loyalty.
© Boston Retail Partners. All rights reserved. No part of this document may be reproduced or distributed in any form or by any means without prior written permission of the publisher. 30
Conclusion
Thank You!
© Boston Retail Partners. All rights reserved. No part of this document may be reproduced or distributed in any form or by any means without prior written permission of the publisher. 31
#ImplementMobile
About Zebra Technologies
A global leader respected for innovation and reliability, Zebra Technologies Corporation (NASDAQ: ZBRA) offers technologies that give a virtual voice to an organization’s assets, people and transactions, enabling organizations to unlock greater business value. The company’s extensive portfolio of marking and printing technologies, including RFID and real-time location solutions, illuminates mission-critical information to help customers take smarter business actions. For more information about Zebra’s solutions, visit www.zebra.com.
#ImplementMobile
Q&A // Submit Your Questions
Type ques)on here
#ImplementMobile
Q&A // Contact The Panelists
Ken Morris Principal
Boston Retail Partners
Marty Johnson Product Manager
Zebra Technologies
#ImplementMobile
Thank You For Attending This Webinar
You can download this presentation at:
http://rtou.ch/mpostip
#ImplementMobile
Join us next week for…
http://rtou.ch/instorepurchases
Influencing In-Store Purchase Decisions In The Era of Daily Deals Thursday, July 19 1 PM ET / 10 AM PT
