GlobalShop09_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: brian@nanonation.net