Global shop09 enhancing_the_in-store_experience
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Enhancing The In-Store Experience 5 Technologies Changing The Marketing Landscape
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Transcript of Global shop09 enhancing_the_in-store_experience
Enhancing The In-Store Experience
5 Technologies Changing The Marketing Landscape
Turbulent Times
Business Needs
• Retain & Convert
• Increase Efficiencies
• Improve Satisfaction
• Differentiate
Customer Needs
• Save Time
• Save Money
• Improve Experience (Service & WOW!)
Customer Experience Technologies Provide A Bridge Between Customer & Business Needs
AUDIO SMARTSHELVES
DIGITALSIGNAGE
KIOSKS MOBILE
Why The In-Store Experience Matters...
Generation Tech XBox • Wii • HD • Cell Phones • Internet
Why The In-Store Experience Matters...
Abundance of Choice
Why The In-Store Experience Matters...The Connected Customer -
Social Buzz
A Bad Customer Experience Leads to...• Lost Business
81% would stop doing business69% would NEVER return
• Viral Detractors74% tell others about poor treatment20% have posted negative feedback online
• Operational Burden61% have directly complained37% have returned products
Source: 2008 Customer Experience Impact Report(RightNow Technologies & Harris Interactive)
Source: 2008 Customer Experience Impact Report(RightNow Technologies & Harris Interactive)
A Good Customer Experience Leads to...• Customer Acquisition
53% would recommend
• Repeat Business52% would feel encouraged to spend more
• Sustained Business50% will always/often pay more for better
Technology Can Be Used to Amplify The Experience
The Experience Is Engaging
The Experience Is Engaging
The Experience Is Engaging
The Experience Is Engaging
The Experience Is Empowering
The Experience Is Empowering
The Experience Is Empowering
The Experience Is Empowering
The Experience Is Embedded
The Experience Is Embedded
The Experience Is Embedded
The Experience Is Embedded
The Experience Is Mobile
The Experience Is Mobile
The Experience Is Mobile
Product Pick-up or Motion
Triggers
Offers
Targeted Media
Guided Selling
Produces
Consumer Metrics
The Experience Is Intelligent
The Experience Is Intelligent
The Experience Is Intelligent
The Experience Is Intelligent
The Experience Is Integrated
The Experience Is Integrated
Casino/Bars
Onboard Administration
BizTalk
Property Management
Appointments
Point of Sale
Broadcast Center
Spa/Fitness
Guest ServicesWayfinding
Staterooms
Labs/Cafes
Crew Cabins
Shore Excursions
AUDIO SMARTSHELVES
DIGITALSIGNAGE
KIOSKS MOBILE
The Bridge Technologies
It’s All About the Experience!
Thank YouBrian Ardinger - Chief Marketing Officer
Phone: 402-323-6262Web: www.nanonation.net
Email: [email protected]
