meeting the needs of the cross-channel shopper
DESCRIPTION
As consumers demand better and more personalized shopping experiences, retailers have an opportunity to drive sales and loyalty by delivering a seamless omnichannel experience. The best strategies and solutions will balance a targeted marketing approach with shoppers’ willingness to share personal information and access promotional messaging. This session will provide insights into the psyche of the new omnichannel consumer and strategies to implement throughout the enterprise.TRANSCRIPT
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Meeting The Needs OfThe Cross-Channel Shopper
Presented by Session sponsored by
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About CCS 2013
9 Webinars, 4 Days
Sessions covering
Mobile, Social, Store
Ops,
X-Channel, and more
Featuring industry
analysts and
consultants
Free for Retail
executives www.retailtouchpoints.com/connected-consumer-2013
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Follow The Webcast On Twitter
#CCSeries13@ConnectConsumer
@RTouchPoints
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About Retail TouchPoints
Launched in 2007
More than 25,000 subscribers
Provide executives with relevant,
insightful content
Free Resources such as White
Papers, E-book, Webinars, Research
and Podcasts
www.RetailTouchPoints.com
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BrightTALK
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Today’s Panelists
Ken MorrisPrincipalBoston Retail Partners
Debbie HaussEditor-in-ChiefRetail TouchPoints
MODERATOR
Branden JenkinsGeneral Manager,Retail/eTailNetSuite
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Meeting the Needs of the Cross-Channel Shopper
Ken MorrisPrincipal
Boston Retail Partners
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We are a leading independent retail management consulting firm
Built with a unique professional profile• Managed by industry-recognized leaders• All firm members have retail line management experience
• Several served as officers of major corporations• Comprehensive functional and technical experience
• Recruits experienced professionals in Customer Relationship Management , retail/store operations, merchandise management, supply chain management and retail technology
Relevant experience working with specialty retailers on Customer Relationship Management, retail operations, strategy, selection and deployment of Mobile Customer, Point-of-Sale, Merchandising and Supply Chain solutions
History of serving acknowledged industry leaders
No exclusive partnerships or alliances with software or hardware providers
About Boston Retail Partners
• Sephora
• CVS
• Walmart
• Eastern Mountain Sports
• J. Crew
• Brooks Brothers
• TJX
• Ann Taylor
• Target
• Kohl’s
• TBC Corp
• Vera Bradley
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Our experience covers a broad cross-section of retail segments...
Our Experience
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Thought LeadershipSurveys/White Papers Speaking Engagements
Webinars/ Articles
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The Evolution of Retail
Before 1980s The FutureDistributed POS model• Basic cash register and cash drawer
Omni channel retail puts it in the customer’s hands
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The Customer is 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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14th Annual POS Benchmarking Survey
• Surveyed more than 500 North American retailers in October – December 2012
• Specialty retailers account for more than half of respondents
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2014 POS Hardware Plans
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Organization’s Mobile Strategy Drivers
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Customer-Facing Mobile Services
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POS Platform Expansion Plans
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Omni-Channel Services
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Identifying Customers at POS
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Customer Information Available to Associates
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Customer Information Available in Transaction
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www.bostonretailpartners.com
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Meeting the Needs of Cross-Channel Shoppers
Branden Jenkins
GM of Retail / eTail
NetSuite Inc.
23© NetSuite Inc. 2013
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© NetSuite Inc. 2013
Today’s Multi-Touchpoint World
Computer
POS
Tablet
Facebook / Social
Phone
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© NetSuite Inc. 2013 25
Delivering a Seamless Consumer Shopping
Experience
OmniChannel Becomes Mainstream
Buy Online and Pick up In-Store
Check Inventory at Other Stores
Buy Online and Return In-Store
Order Inventory at Other Stores
Order Online from the POS
True Cross-Channel Merchandising
Stores as Fulfillment Centers
Delivering a Seamless Consumer Shopping
Experience
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The Typical Way – Hairball of Systems
Point of Sale
Inventory & Merchandise Management
© NetSuite Inc. 2013
CRM
Business Intelligence
Ecommerce
PlanningMarketing
Support
Financials
Warehousing
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Retail Hairball Eliminated
© NetSuite Inc. 2013
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Retail Hairball Eliminated
© NetSuite Inc. 2013
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© NetSuite Inc. 2013
CUSTOMERSINVENTORY
ORDERS
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© NetSuite Inc. 2013
CUSTOMERSINVENTORY
ORDERS
CENTRALIZATION IS REQUIED TO MEET CUSTOMER/BUSINESS
NEEDS
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© NetSuite Inc. 2013
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INNOVATION IS REQUIRED ATCUSTOMER TOUCHPOINTS
© NetSuite Inc. 2013
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© NetSuite Inc. 2013
Pillars of Omnichannel Success
360 view of the customer ⁰
Accurate, globally visible inventory
Centralized pricing and promotions control
Industry standard customer experience tools
“Multi-Everything” support
Collect, monitor, and analyze data
Aligning the brand and messaging
Appropriate security for cloud access
Always-current on the latest release
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Q&A
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Q&A // Panelists
Ken MorrisPrincipalBoston Retail Partners
Debbie HaussEditor-in-ChiefRetail TouchPoints
MODERATOR
Branden JenkinsGeneral Manager,Retail/eTailNetSuite
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Embracing “Showrooming” Through Interactive Retail
Today, 2 PM ET / 11 AM PT
Thank You For Joining Us
www.retailtouchpoints.com/connected-consumer-2013
The next Connected Consumer Series session…