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2. 2013 AirTight Networks, Inc. All rights reserved. 2 Devin Devinator Akin Chief Evangelist at AirTight Networks @DevinAkin [email protected] 2001 - 2009 2009 - 2013 2013 - Present 3. 2013 AirTight Networks, Inc. All rights reserved. S is for SOCIAL @retailweek @DevinAkin @AirTight Lets talk #SMAC http://www.slideshare.net/airtight/ 4. 2013 AirTight Networks, Inc. All rights reserved. 4 5. 2013 AirTight Networks, Inc. All rights reserved. #SMAC Session Objectives 5 Understand how to make the most of retail #SMAC Explore how to foster IT and Marketing collaboration opportunities Leverage customer and social analytics to create a better customer experience Listen, Learn, Engage Discuss how to monetise #SMAC via case studies 6. 6 7. 7 #BYOD added to Oxford dictionary, buzz.mw/biivc_f Will #SMAC be next? 8. 2013 AirTight Networks, Inc. All rights reserved. What is #SMAC ? 9. 2013 AirTight Networks, Inc. All rights reserved. What is #SMAC ? SOCIAL MOBILE ANALYTICS CLOUD 10. 2013 AirTight Networks, Inc. All rights reserved. Malcom Frank & Geoffrey A Moore 10 Dont Get SMACked: How Social, Mobile, Analytics and Cloud Technologies are Reshaping the Enterprise By Malcom Frank, EVP Strategy & Marketing at Cognizant When it comes to sussing out the future of enterprise IT, you gotta talk SMAC By Geoffrey A. Moore 11. 2013 AirTight Networks, Inc. All rights reserved. 11 #SMAC Services Will Transform Your Business Evaluate Your Technology Investments http://blog.airtightnetworks.com/evaluating-a-wi-fi-solutions-provider-make-sure-they-talk-smac/#sthash.HHi7Ghsk.dpuf 12. 1 23 4 13. 2013 AirTight Networks, Inc. All rights reserved. Gartner #SMAC is the Nexus of Forces 13 Convergence of social, mobile, inf ormation (analytics), and cloud will transform business and IT 14. 2013 AirTight Networks, Inc. All rights reserved. 14 Disrupting Old Business Models Revolutionize Biz & Society Creating New Leaders http://blog.airtightnetworks.com/evaluating-a-wi-fi-solutions-provider-make-sure-they-talk-smac/#sthash.HHi7Ghsk.dpuf 15. 2013 AirTight Networks, Inc. All rights reserved. Jeff Roster [email protected] 15 16. 2013 AirTight Networks, Inc. All rights reserved. 16 At the heart of the #SMAC model is relentless focus on the customer experience http://blog.airtightnetworks.com/evaluating-a-wi-fi-solutions-provider-make-sure-they-talk-smac/#sthash.HHi7Ghsk.dpuf 17. 2013 AirTight Networks, Inc. All rights reserved. 17 commerce 18. 2013 AirTight Networks, Inc. All rights reserved. 18 e-commerce 19. 2013 AirTight Networks, Inc. All rights reserved. 19 commerce-e 20. 2013 AirTight Networks, Inc. All rights reserved. 20 The sooner we drop the e out of e-commerce and just call it commerce, the better. Bob Willett Best of the Retail Executive Summit 2013 by Joe Skorupa via @RISnewsinsights 21. 2013 AirTight Networks, Inc. All rights reserved. 21 commerce 22. 2013 AirTight Networks, Inc. All rights reserved. Who wants to be a retail fossil? http://www.retailprophet.com/uncategorized/is-it-time-to-let-jcpenney-die/ Doug Stephens, Retail Futurist @RetailProphet 23. 2013 AirTight Networks, Inc. All rights reserved. 23 Forward thinking retailers will transform, not just evolve, their business models Doug Stephens 24. 2013 AirTight Networks, Inc. All rights reserved. 24 The winners will have a whole-person understanding of each customer. - Leslie Hand, IDC IDC Retail Insights: Retail industry 2013 Top 10 Predictions, #GR1238956 25. 2013 AirTight Networks, Inc. All rights reserved. 25 #SMAC calls for SILO Busting 26. 26 CCO, CXO, & CMT? 27. 2013 AirTight Networks, Inc. All rights reserved. The New Power Broker 27 28. 28 By 2017 the marketing arm of businesses will control more of the IT spend than IT organizations at those companies. - Gartner 29. 29 CMOs and CIOs Can Accomplish the Extraordinary Together Laura McLellan, Gartner for Marketing Leaders [email protected] http://blogs.gartner.com/laura-mclellan/ 30. 30 #SMAC Collaboration = Customer Advocacy 31. 32 1) MOBILE 32. 2013 AirTight Networks, Inc. All rights reserved.http://www.tripadvisortripbarometer.com/download/Infographic/TripBarometer%20-%20USA.pdf 33. 2013 AirTight Networks, Inc. All rights reserved.http://www.tripadvisortripbarometer.com/download/Infographic/TripBarometer%20-%20USA.pdf 34. 2013 AirTight Networks, Inc. All rights reserved. Human Connection and Service 36 35. 2013 AirTight Networks, Inc. All rights reserved. 37 BUSINESS DRIVERS Pinkcard customer loyalty program and mobile app Improve customer experience Increase in repeat customer visits SUCCESS FOR PINKBERRY Success of the Pinkcard program beyond expectations Swift rollout of secure Wi-Fi across 170+ stores worldwide No need to add any IT staff Built-in automated security simplified PCI compliance Increase Customer Engagement Exceeded 3 month adoption goal in first month! http://www.airtightnetworks.com/fileadmin/pdf/case_study/Pinkberry-Case-Study.pdf 36. 2013 AirTight Networks, Inc. All rights reserved. 38 BUSINESS DRIVERS Lower cost and reduce support burden of Wi-Fi Reliable, secure in-store Wi-Fi for guests SUCCESS FOR NOODLES 3-in-1 Wi-Fi solution delivers significant cost savings 4 person IT support team can manage 300+ restaurants Built-in wireless IPS and reporting automates PCI compliance Lower Costs, Reduce IT Support Load http://www.airtightnetworks.com/fileadmin/pdf/case_study/Noodles-and-Company-Case-Study.pdf 37. 2013 AirTight Networks, Inc. All rights reserved. 39 BUSINESS DRIVERS Reliable, secure in-store Wi-Fi to improve employee work experience Maintain Level-1 PCI compliance SUCCESS FOR GARDEN FRESH Store managers and district officers can work from anywhere in the store Automated wireless security across 130 distributed locations Built-in wireless security and reporting simplified PCI compliance Improve Employee Productivity http://www.airtightnetworks.com/fileadmin/pdf/case_study/Garden-Fresh-Restaurant-Casestudy.pdf 38. 40 2) CLOUD 39. 2013 AirTight Networks, Inc. All rights reserved. Yum! Brands: Case Study AirTight Wi-Fi being rolled out across 17,000+ locations across North America 40. 42 3) SOCIAL 41. 2013 AirTight Networks, Inc. All rights reserved. http://www.marketingprofs.com/charts/2013/10758/average-value-of-a-facebook-brand-fan-increases-28 http://www.marketingprofs.com/charts/2013/10758/average-value-of-a-facebook-brand-fan-increases-28 42. 2013 AirTight Networks, Inc. All rights reserved. 45 SECURITY, PRIVACY & OPT-in 43. 2013 AirTight Networks, Inc. All rights reserved. Buyers are willing to share personal information 35% of online buyers are willing to share personal information in return for targeted offers, such as promotional coupons. Harvard Business Review, Mobile Shopping's Data Goldmine June 2013 44. 2013 AirTight Networks, Inc. All rights reserved. What consumers want is a personalized in- store experience that not only mirrors the experience they get with online shopping, but is seamlessly integrated with their on- and offline shopping habits, preferences and history. According to the recent IBM Retail Study Source: From Transactions to Relationships: connecting with a transitioning shopper Sample size: 25,000 45. 2013 AirTight Networks, Inc. All rights reserved. 20 minutes the majority of shoppers were willing to contribute 20 minutes on average to help a retailer better understand their desires in order to provide them with more meaningful offers based on their past purchases. Source: From Transactions to Relationships: connecting with a transitioning shopper Sample size: 25,000 46. Accenture found that the majority of respondents believe that integrating in-store, online and mobile is the number one thing that retailers can do to improve the shopping experience. April 2013, Sample size = 6000 47. 2013 AirTight Networks, Inc. All rights reserved. 48. 2013 AirTight Networks, Inc. All rights reserved. 26 minutes Insights into Millennial Shopping Behavior Patterns includes 3 videos about millennial shopping myths 49. 2013 AirTight Networks, Inc. All rights reserved. 52 SECURITY, PRIVACY & OPT-in ( not OPT-out ) 50. The New Moon Race: Personalization and Community Doug Stevens @RetailProphet http://blog.airtightnetworks.com/book-review-the-retail-revival-re-imagining-business-for-the-new-age-of-consumerism/ 51. 54 4) ANALYTICS 52. 2013 AirTight Networks, Inc. All rights reserved. AirTight Social Wi-Fi Workflow 56 1. Custom branded captive portal 2. Customers turn loyal promoters 3. Engage your customers 53. 2013 AirTight Networks, Inc. All rights reserved. 57 Social Offers and the Weather Forecast ? 54. 2013 AirTight Networks, Inc. All rights reserved. Social Wi-Fi and Analytics : Where The Clicks Meet the Bricks 58 55. 2013 AirTight Networks, Inc. All rights reserved. AirTight Social Wi-Fi and Analytics 59 56. 2013 AirTight Networks, Inc. All rights reserved. AirTight Analytics for Business Intelligence 60 Presence Analytics Total Foot Traffic Capture Rate Visitor Traffic Dwell Time (or Visit Duration) Loyalty Analytics Repeat Visitors Visit Frequency Visit Recency Engagement Analytics Conversion and Bounce Rates Social Wi-Fi Demographics Social Wi-Fi Visitor Logs Wi-Fi Usage Analytics Device Types Data Traffic Session Duration Intra-day or times of the day Daily, weekly, monthly trends Specific store or across selected stores Raw data (to generate custom reports) How We Can Report What We Can Measure 57. 2013 AirTight Networks, Inc. All rights reserved. Sample Presence Analytics 61 No.ofvisitorsNo.ofvisitors Dwell Time Total Foot Traffic 58. 2013 AirTight Networks, Inc. All rights reserved. Sample Presence Analytics 62 !" #!" $!!" $#!" %!!" %#!" &"'()*+(,-./" &01*2)!$#33#" &45*2)!%367$" &48*2)!!9:%7" &4;*2)!%3?*2)!!%96:" &@A*2)!%!
