the era of the empowered shopper
DESCRIPTION
Jason "Retailgeek" Goldberg presents the "Era of the Empowered Shopper" at the CrossView CrossChannel Executive Summit in Greenbrier , Virginia on May 2011.TRANSCRIPT
CrossView.com 1 © 2011 CrossView, Inc. All rights reserved. CrossView.com
CUSTOMER EXPERIENCE FOR THE EMPOWERED SHOPPER
Jason Goldberg
Vice President of Strategy & Customer Experience, CrossView
blog.crossview.com
503.610.8140
CrossView.com 2
How Politicians See the World
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How Astronauts See the World
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How Accounts See Your Brand
$4.0 BILLION
$1.5 BILLION
$0.5 BILLION
STORE
WEB
CATALOG / PHONE
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How Customers See Your Brand
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Why Cross-Channel?
“45% of in-store visitors pay a visit
to homedepot.com first”
- Hal Lawton, President, Home Depot Online
“We know that 60% of our U.S.
store sales are influenced by our
customers’ experience on
bestbuy.com”
- Brian Dunn, CEO, Best Buy
$60 IN-STORE
$10
$1 SPENT ONLINE GENERATES:
IN-STORE
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We know that
of our U.S. store sales are influenced by our
customers’ experience on bestbuy.com, and
of the products we sell online are picked up in-store.
“
”
Brian Dunn
CEO
Best Buy
60%
40%
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We are a company that grew up with both a catalog
and stores. Today, our catalog has become an
inspiration piece that drives customers to shop online
or in-store. Our goal is to create a customer
experience that is
“
” Barbra Turf
CEO
Crate & Barrel
seamless across
all channels.
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“ ”
Ian Geddes
Lead Retail Partner
Deloitte LLP
21% of internet transactions
involve research in-store.
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- Glen Senk, CEO, Urban Outfitters
Customers that use 3 or more of our channels spend
what single-channel shoppers spend.
“ ”
Glen Senk
CEO
Urban Outfitters
6 times
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Multiple Touchpoints on Path to Purchase
Call Center
Retail Interactive
Mobile
Self-Service
Direct Marketing
Mobile Web Store
Retail POS
Web Store
Mobile POS
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perception analyzer
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Three Brains
neocortex
limbic system
reptilian complex
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Rational vs. Emotional
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“Multifunction Printers”
ONLINE
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“All-In-Ones”
IN-STORE
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IN-STORE
AVAILABILITY?
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So Lo Mo LOCAL MOBILE SOCIAL
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social
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Social
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Social
social proof
brand ®
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local
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Local
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Local
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Local
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mobile
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By 2014, Mobile Will Overtake Desktop Internet
MOBILE vs. DESKTOP INTERNET USER PROJECTION
Source: Morgan Stanley
INT
ER
NE
T U
SE
RS
(M
M)
201
2
2011 2015 2013 2007
2,000
2010 2009 2014
0
800
1,600
2008
400
1,200
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Mobile
BROWSING & RESEARCHING ON MOBILE DEVICE
INT
ER
NE
T U
SE
RS
(M
M)
DEC 2010
SURVEY
60
20
40
35 - 55
10
30
50
Oracle: Mobile Trends: Consumer Views of Mobile Shopping and Mobile Service Providers
NOV 2009
SURVEY
JULY 2010
SURVEY
55 & Older
18 - 34
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Eventually, we think mobile will be the majority of the
searches and the
“
”
Eric Schmidt
CEO
majority of the
revenue.
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Ultimately, these devices will impact the in-store experience
than the online experience.
“ ”
Glen Senk
CEO
Urban Outfitters
(even) more
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CrossView.com 43 © 2011 CrossView, Inc. All rights reserved. CrossView.com
Jason Goldberg
VP of Strategy & Customer Experience
www.crossview.com
for your time and attention.