Date post: | 11-Apr-2017 |
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CREATE DIGITALLY ENHANCED STORES TO OPTIMISE THE CUSTOMER EXPERIENCE
Elizabeth ArnoldDirector, Omnichannel Customer Experience
SOLVING REAL CUSTOMER PROBLEMS
I don’t like walking
out empty handed.
Help me select my
frames and lenses.
I want to get in and get out.
Where do I start?
…AND A COUPLE OF RETAIL CHALLENGES
Which customer should I
help next?
How do I explain a complex
purchase?
How can I drive foot
traffic?
DIGITAL DASHBOARD
• Why? – Show customers it’s easy to get in
and out– Drive traffic
• Lessons Learned:– Keep it simple
• Verdict? – It’s a keeper
GET SET KIOSK
• Why? – Welcome customers– Help associates
know who’s next
• Lessons Learned:– “Checking In” doesn’
t always work in retail
– Make sure the MVP is really the MVP
• Verdict? – People may be the better
solution
SELECT TABLE AND LENS BAR IPADS
• Why? – Make frame and lens selection easy and consistent
• Lessons Learned:– Tools and content, not just technology
• Verdict? – Keep building
IPHONE + WIFI + PHOTO PRINTER
• Why? – Give customers
something to take home after the sale
• Lessons Learned:– Digitally-enabled
works, too
• Verdict? – It’s a keeper
WHAT’S NEXT?
• Build tools and content• Focus on customer needs• Support omnichannel• Test, test, test