1. #InfluencePurchases Influencing In-Store Purchase Decisions In The Era Of Daily DealsPresented by Sponsored by #InfluencePurchases

2. Welcome Webinar Attendees Type ques)on here #InfluencePurchases

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4. 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 #InfluencePurchases

5. Panelists Larry Freed Marty JohnsonPresident & CEO Product ManagerForeSee Results Zebra Technologies MODERATOR Debbie Hauss Editor-in-Chief Retail TouchPoints #InfluencePurchases

6. INFLUENCING PURCHASE DECISIONS THE IMPACT OF PRICINGLarry FreedPresident & CEO@larryfreedlarry.freed@foresee.com

7. PRICING DOESNTMATTER AS MUCHAS YOU THINK(UNLESS ITMATTERS MORETHAN YOU THINK)

8. Pricing Impact ForeSee E-Retail Satisfaction Index Top 100 Spring 2012 Price is the highest impact element for 15% of the sites Price is the lowest impact element for 10% of the sites Source: ForeSee E-Retail Satisfaction Index Top 100 Spring 2012MANAGING FORWARD: ANALYTICS TO UNDERSTAND THE MULTI-CHANNEL, MULTI-DEVICE CONSUMER 8

9. Satisfaction Model Source: ForeSee E-Retail Satisfaction Index Top 100 Spring 2012MANAGING FORWARD: ANALYTICS TO UNDERSTAND THE MULTI-CHANNEL, MULTI-DEVICE CONSUMER 9

10. Satisfaction Model: Price Impact Source: ForeSee E-Retail Satisfaction Index Top 100 Spring 2012MANAGING FORWARD: ANALYTICS TO UNDERSTAND THE MULTI-CHANNEL, MULTI-DEVICE CONSUMER 10

11. Historic Impact of Pricing Historic Impact of Price Higher Impact Source: ForeSee E-Retail Satisfaction IndexMANAGING FORWARD: ANALYTICS TO UNDERSTAND THE MULTI-CHANNEL, MULTI-DEVICE CONSUMER 11

12. Historic Impact of Pricing Historic Impact of Price Higher Impact Source: ForeSee E-Retail Satisfaction IndexMANAGING FORWARD: ANALYTICS TO UNDERSTAND THE MULTI-CHANNEL, MULTI-DEVICE CONSUMER 12

13. Pricing Impact ForeSee E-Retail Satisfaction Index Top 40 US Holiday 2011 1 Only site in the Holiday Top 40 had Price as the highest impact Source: ForeSee E-Retail Satisfaction Index Top 40 US Holiday 2011MANAGING FORWARD: ANALYTICS TO UNDERSTAND THE MULTI-CHANNEL, MULTI-DEVICE CONSUMER 13

14. Pricing Impact Source: ForeSee E-Retail Satisfaction Index Top 40 US Holiday 2011MANAGING FORWARD: ANALYTICS TO UNDERSTAND THE MULTI-CHANNEL, MULTI-DEVICE CONSUMER 14

15. Price Impact Source: ForeSee E-Retail Satisfaction Index Top 100 Spring 2012 Source: ForeSee E-Retail Satisfaction Index Top 40 US Holiday 2011MANAGING FORWARD: ANALYTICS TO UNDERSTAND THE MULTI-CHANNEL, MULTI-DEVICE CONSUMER 15

16. Pricing Impact by Category Pricing Impact by Category Source: ForeSee E-Retail Satisfaction Index Top 100 Spring 2012MANAGING FORWARD: ANALYTICS TO UNDERSTAND THE MULTI-CHANNEL, MULTI-DEVICE CONSUMER 16

17. Pricing Impact by Channel Pricing Impact By Channel Source: ForeSee E-Retail Satisfaction Index Top 100 Spring 2012MANAGING FORWARD: ANALYTICS TO UNDERSTAND THE MULTI-CHANNEL, MULTI-DEVICE CONSUMER 17

18. Pricing Impact by Company Impact Ranking Source: ForeSee E-Retail Satisfaction Index Top 100 Spring 2012MANAGING FORWARD: ANALYTICS TO UNDERSTAND THE MULTI-CHANNEL, MULTI-DEVICE CONSUMER 18

19. Pricing Impact by Company Impact Ranking Source: ForeSee E-Retail Satisfaction Index Top 100 Spring 2012MANAGING FORWARD: ANALYTICS TO UNDERSTAND THE MULTI-CHANNEL, MULTI-DEVICE CONSUMER 19

20. Pricing Impact by Company Impact Ranking Source: ForeSee E-Retail Satisfaction Index Top 100 Spring 2012MANAGING FORWARD: ANALYTICS TO UNDERSTAND THE MULTI-CHANNEL, MULTI-DEVICE CONSUMER 20

21. PREDICTIVECUSTOMERSATISFACTIONANALYTICS

22. Predictive Customer Satisfaction Analytics 1 How are we doing? Performance of Satisfaction, key drivers and desired outcomes Source: ForeSee E-Retail Satisfaction Index Top 100 Spring 2012MANAGING FORWARD: ANALYTICS TO UNDERSTAND THE MULTI-CHANNEL, MULTI-DEVICE CONSUMER 22

23. Predictive Customer Satisfaction Analytics 1 How are we doing? 2 What should we do? Areas of focus defined by impacts Source: ForeSee E-Retail Satisfaction Index Top 100 Spring 2012MANAGING FORWARD: ANALYTICS TO UNDERSTAND THE MULTI-CHANNEL, MULTI-DEVICE CONSUMER 23

24. Predictive Customer Satisfaction Analytics 1 How are we doing? 2 What should we do? 3 Why should we do it? Causal model predicts behavior Source: ForeSee E-Retail Satisfaction Index Top 100 Spring 2012MANAGING FORWARD: ANALYTICS TO UNDERSTAND THE MULTI-CHANNEL, MULTI-DEVICE CONSUMER 24

25. The Impact of Price on Satisfaction Satisfaction PriceMANAGING FORWARD: ANALYTICS TO UNDERSTAND THE MULTI-CHANNEL, MULTI-DEVICE CONSUMER 25

26. The Impact of Price on Satisfaction Satisfaction PriceMANAGING FORWARD: ANALYTICS TO UNDERSTAND THE MULTI-CHANNEL, MULTI-DEVICE CONSUMER 26

27. The Impact of Price on Satisfaction Satisfaction PriceMANAGING FORWARD: ANALYTICS TO UNDERSTAND THE MULTI-CHANNEL, MULTI-DEVICE CONSUMER 27

28. The Impact of Price on Satisfaction Satisfaction Impact PriceMANAGING FORWARD: ANALYTICS TO UNDERSTAND THE MULTI-CHANNEL, MULTI-DEVICE CONSUMER 28

29. TODAYSCONSUMER

30. Todays Consumer Knowledge Social Choices Channels Lower Switching Costs Consumer in ControlMANAGING FORWARD: ANALYTICS TO UNDERSTAND THE MULTI-CHANNEL, MULTI-DEVICE CONSUMER 30

31. DAILY DEALSCAN IMPACTPRICINGEXPECTATIONS

32. Daily Deals in Todays Multi-Channel World 2012 ForeSee Daily Deal ReportMANAGING FORWARD: ANALYTICS TO UNDERSTAND THE MULTI-CHANNEL, MULTI-DEVICE CONSUMER 32

33. Daily Deals in Todays Multi-Channel World 2012 ForeSee Daily Deal ReportMANAGING FORWARD: ANALYTICS TO UNDERSTAND THE MULTI-CHANNEL, MULTI-DEVICE CONSUMER 33

34. Daily Deals in Todays Multi-Channel World 2012 ForeSee Daily Deal ReportMANAGING FORWARD: ANALYTICS TO UNDERSTAND THE MULTI-CHANNEL, MULTI-DEVICE CONSUMER 34

35. Daily Deals in Todays Multi-Channel World 2012 ForeSee Daily Deal ReportMANAGING FORWARD: ANALYTICS TO UNDERSTAND THE MULTI-CHANNEL, MULTI-DEVICE CONSUMER 35

36. Daily Deals in Todays Multi-Channel World 2012 ForeSee Daily Deal ReportMANAGING FORWARD: ANALYTICS TO UNDERSTAND THE MULTI-CHANNEL, MULTI-DEVICE CONSUMER 36

37. Daily Deals in Todays Multi-Channel World 2012 ForeSee Daily Deal ReportMANAGING FORWARD: ANALYTICS TO UNDERSTAND THE MULTI-CHANNEL, MULTI-DEVICE CONSUMER 37

38. Daily Deals in Todays Multi-Channel World 2012 ForeSee Daily Deal ReportMANAGING FORWARD: ANALYTICS TO UNDERSTAND THE MULTI-CHANNEL, MULTI-DEVICE CONSUMER 38

39. MOBILECAN HAVE ANIMPACT ONPRICINGEXPECTATIONS

40. Mobiles Multi-Channel Impact Mobile increases consumer control and not just within the mobile channel Mobile is both a stand alone channel and a companion channelHOW TO MEASURE THE INTANGIBLE MULTI-CHANNEL IMPACT OF MOBILE COMMERCE > LARRY FREED

41. Why Do Shoppers Use Mobile? 46% research info about a product 36% compare different products 28% get product specifications 22% check out product reviews 16% make a purchase 10% find a store location Source: ForeSee E-Retail Satisfaction Index Top 100 Spring 2012HOW TO MEASURE THE INTANGIBLE MULTI-CHANNEL IMPACT OF MOBILE COMMERCE > LARRY FREED

42. Multi-Channel Interactions 17% mobile shoppers visited more than one channel when shopping for a product 46% of these visited the store as their first step 28% of these visited the web as their first step Source: ForeSee E-Retail Satisfaction Index Top 40 US Holiday 2011HOW TO MEASURE THE INTANGIBLE MULTI-CHANNEL IMPACT OF MOBILE COMMERCE > LARRY FREED

43. Use of Mobile Within a Store Why do shoppers use mobile in a store? 65% stores website 43% competitors site 26% shopping comparison site 21% stores mobile app 14% competitors mobile app Source: ForeSee E-Retail Satisfaction Index Top 40 US Holiday 2011HOW TO MEASURE THE INTANGIBLE MULTI-CHANNEL IMPACT OF MOBILE COMMERCE > LARRY FREED

44. TODAYSANALYTICSCHALLENGE

45. Todays Analytics Challenge A Multi-Channel, Multi-Device ConsumerMANAGING FORWARD: ANALYTICS TO UNDERSTAND THE MULTI-CHANNEL, MULTI-DEVICE CONSUMER 45

46. Todays Analytics Challenge A Multi-Channel, Multi-Device Consumer + Single Channel MetricsMANAGING FORWARD: ANALYTICS TO UNDERSTAND THE MULTI-CHANNEL, MULTI-DEVICE CONSUMER 46

47. Todays Analytics Challenge A Multi-Channel, Single Channel Multi-Device Consumer + Metrics = Misinterpreted Metrics & Misguided InformationMANAGING FORWARD: ANALYTICS TO UNDERSTAND THE MULTI-CHANNEL, MULTI-DEVICE CONSUMER 47

48. Customer Experience Analytics Behavioral Analytics Customer Satisfaction Analytics Measure success from Measure success from organizational perspective consumers perspectiveMANAGING FORWARD: ANALYTICS TO UNDERSTAND THE MULTI-CHANNEL, MULTI-DEVICE CONSUMER 48

49. CUSTOMEREXPERIENCEANALYTICSECOSYSTEM

50. Customer Experience Analytics EcosystemMANAGING FORWARD: ANALYTICS TO UNDERSTAND THE MULTI-CHANNEL, MULTI-DEVICE CONSUMER 50

51. Customer Experience Analytics Ecosystem Measure What HappenedMANAGING FORWARD: ANALYTICS TO UNDERSTAND THE MULTI-CHANNEL, MULTI-DEVICE CONSUMER 51

52. Customer Experience Analytics Ecosystem Watch What Measure What Happened HappenedMANAGING FORWARD: ANALYTICS TO UNDERSTAND THE MULTI-CHANNEL, MULTI-DEVICE CONSUMER 52

53. Customer Experience Analytics Ecosystem Listen Watch What Measure What Happened HappenedMANAGING FORWARD: ANALYTICS TO UNDERSTAND THE MULTI-CHANNEL, MULTI-DEVICE CONSUMER 53

54. Customer Experience Analytics Ecosystem Predict What Listen Will Happen Watch What Measure What Happened HappenedMANAGING FORWARD: ANALYTICS TO UNDERSTAND THE MULTI-CHANNEL, MULTI-DEVICE CONSUMER 54

55. WHY MEASURESATISFACTION

56. Why Measure Satisfaction? Experience and Expectations define Satisfaction Satisfaction determines what consumers do next Satisfaction drives financial successMANAGING FORWARD: ANALYTICS TO UNDERSTAND THE MULTI-CHANNEL, MULTI-DEVICE CONSUMER 56

57. Why Measure Satisfaction? The Value of a Satisfied Shopper 72% more likely to purchase online 56% more likely to purchase offline 67% more likely to purchase from the retailer again 69% more likely to recommend the retailer Source: ForeSee E-Retail Satisfaction Index Top 100 Spring 2012MANAGING FORWARD: ANALYTICS TO UNDERSTAND THE MULTI-CHANNEL, MULTI-DEVICE CONSUMER 57

58. Why Measure Satisfaction A highly satisfied mobile shopper: 100% more likely to buy from the mobile channel again 67% more likely to recommend 65% more committed to the brand overall Source: ForeSee E-Retail Satisfaction Index Top 40 US Holiday 2011HOW TO MEASURE THE INTANGIBLE MULTI-CHANNEL IMPACT OF MOBILE COMMERCE > LARRY FREED 58

59. FORESEEProven methodology & trusted technologyhelps you:Continuously measure satisfaction acrosschannels & touch pointsDiscover critical insightsPrioritize improvements for maximum impact

60. ForeSee Products Measurement Analysis Benchmarks Competitive Studies Web Mobile Contact Center Stores Social Media Customer RelationshipsMANAGING FORWARD: ANALYTICS TO UNDERSTAND THE MULTI-CHANNEL, MULTI-DEVICE CONSUMER 60

61. Some of the Companies We Measure Over 600 customers Over 1000 active measures Over 70 million surveys collected Over 80 industry benchmarks of the Fortune 100 40 of the Top 100 Online RetailersMANAGING FORWARD: ANALYTICS TO UNDERSTAND THE MULTI-CHANNEL, MULTI-DEVICE CONSUMER 61

62. Takeaways You cannot manage what you do not measure The consumer is multi-channel & multi-device with unprecedented power Measure success from the customers perspective Traditional (behavioral) metrics alone will not tell you enough about the customer experience Customer satisfaction drives conversion, loyalty, retention, word-of-mouthand financial successMANAGING FORWARD: ANALYTICS TO UNDERSTAND THE MULTI-CHANNEL, MULTI-DEVICE CONSUMER 62

63. Larry Freed President & CEO (734) 205-2555 Larry.Freed@foresee.com @larryfreed http://blog.foresee.com/MANAGING FORWARD: ANALYTICS TO UNDERSTAND THE MULTI-CHANNEL, MULTI-DEVICE CONSUMER 63

64. 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 organizations assets, people and transactions, enabling organizations to unlock greater business value. The companys 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 Zebras solutions, visit www.zebra.com. #InfluencePurchases

65. Q&A // Submit Your Questions Type ques)on here #InfluencePurchases

66. Q&A Larry Freed Marty JohnsonPresident & CEO Product ManagerForeSee Results Zebra Technologies #InfluencePurchases

67. Thank You For Attending This Webinar You can download this presentation at: http://rtou.ch/instorepurchases #InfluencePurchases

68. Join us next week for Stocking The Inventory Optimization Thursday, July 26 1 PM ET / 10 AM PThttp://rtou.ch/inventoryoptimization #InfluencePurchases