Speakers: Larry Freed of ForeSee & Casey Shea of UXC Eclipse
The term "omnichannel" conjures up thoughts of a consistent and excellent brand experience enjoyed by shoppers across all channels. But the brand experience is just the marionette of the performance. The puppeteer pulling the strings is proper supply chain execution.
The brand experience is only as good as the inner workings that make it happen. Those components include business intelligence tools such as Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM). This webinar will guide retailers through the proper performance of today's best-in-class ERP and CRM solutions that help deliver the command performance shoppers are demanding.
Delivering Omnichannel: From The Back-End To The Front-End and Beyond
1. Delivering
Omnichannel:
From
The
Back-‐End
To
The
Front-‐End
And
Beyond
Presented by
Session sponsored by
2. Follow
this
Webinar
on
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3. About
CCS
2013
ü 5 Webinars, 4 Days
ü Sessions covering Store
Ops, X-Channel, Loyalty,
ü Featuring industry
analysts and consultants
ü Free for Retail executives
Big Data & more
www.retailtouchpoints.com/special-connected-consumer-series-2013
#CCSeries13
5. Xbox
One
Giveaway
Enter to win an Xbox One by attending at least two
sessions from this week’s webinar series!
#RetailCCS
*Visit the contest rules page for more information.
6. About
Retail
TouchPoints
ü Launched in 2007
ü Over 28,000 subscribers
ü To provide executives
with relevant, insightful
content across a variety
of digital medium
#RetailCCS
7. Panelists
Casey Shea
Larry Freed
Retail Business Development
Manager
UXC Eclipse
President & CEO
ForeSee
MODERATOR
#RetailCCS
Debbie Hauss
Editor-In-Chief
Retail TouchPoints
8. INNOVATING ANALYTICS:
COLLECTING & INTEGRATING THE DATA
TO SUCCEED IN OMNICHANNEL
RETAILING
Larry Freed, President and CEO, ForeSee
Larry.Freed@ForeSee.com
t: @larryfreed
9. Leveraging Customer Experience for Business
Success
Increase the Velocity of Growth
►
►
►
Customer Retention
Customer Upsell
Acquire New Customers
► Through marketing
► Through word of mouth
Allocate finite resources with higher
precision, bigger impact and
minimum waste
Win more business than competitors
Innovating Analytics
@LarryFreed
11. If you aren’t measuring Customer Experience…
Poor investments and missed
opportunities
•
Disappointing channel outcomes
at the expense of overall brand
•
You risk:
•
Internal disconnects exposed to
your customers
The CUSTOMER EXPERIENCE
86% of leaders place
has emerged as the single most
Customer Experience as
important aspect in achieving
their TOP strategic priority.
success for companies across all
industries.
--Forrester
--Peppers and Rogers Group
Innovating Analytics
59% of large companies have
ambitions to be industry
leaders in customer
experience within three
years.
--Temkin Group
@LarryFreed
12. STATUS QUO IS NOT ENOUGH
Innovating Analytics
@LarryFreed
13. Tracking behavior is backward looking
Status Quo:
Next Generation:
Behavioral data
Voice of Customer
Innovating Analytics
@LarryFreed
14. Listening to feedback alone can be misleading
►
►
►
Social
Social media chatter and feedback
feedback companies receive
directly via e-mails or phone
calls is focused on the ends of
the spectrum
chasing ‘squeaky wheels’ &
ignoring the ‘silent majority’
Feedback direct to the
company and via Social is
dominated by extreme
opinions
►
This results in chasing the
squeaky wheel and
ignoring the silent majority
Status Quo:
Next Generation:
Behavioral data
Opt-in Feedback
Voice of Customer
VOC Measurement
Innovating Analytics
@LarryFreed
15. Siloed metrics provide limited insight
Traditional
Metrics are
Single Channel
only
Consumers are
multi-channel,
multi-device
Status Quo:
Next Generation:
Behavioral data
Opt-in Feedback
Innovating Analytics
Siloed, Single Channel
Voice of Customer
VOC Measurement
Integrated, Multichannel @LarryFreed
16. THE NEXT GENERATION CUSTOMER
EXPERIENCE ANALYTICS
► Multi-channel
Integration
Innovation
Innovating Analytics
@LarryFreed
17. The Multi-Channel Customer Experience
m.
m.
app
site
48%
Multi-Channel
52%
Single Channel
Data Source: ForeSee Q3 Top Brands Research
Innovating Analytics
@LarryFreed
18. The Multi-Channel Customer Experience
m.
app
48%
m.
site
Multi-Channel
Data Source: ForeSee Q3 Top Brands Research
Innovating Analytics
@LarryFreed
19. The Multi-Channel Customer Experience
Eric Feinberg
Check it out! Just got a great deal on a Samsung 46 in LED
Smart TV at Target! Just in time to enjoy #BowlGames
Retweeted by Sarah Allen-Short
Innovating Analytics
@LarryFreed
33. Leveraging Customer Experience for Business
Success
Increase the Velocity of Growth
►
►
►
Customer Retention
Customer Upsell
Acquire New Customers
► Through marketing
► Through word of mouth
Innovating Analytics
@LarryFreed
34. Leveraging Customer Experience for Business
Success
Increase the Velocity of Growth
►
►
►
Customer Retention
Customer Upsell
Acquire New Customers
► Through marketing
► Through word of mouth
à Net Promoter Score (NPS)
Innovating Analytics
@LarryFreed
35. What is NPS
How likely are you to recommend us to a friend or colleague?
0
1
2
3
Detractors
4
5
6
7
8
Passives
9
10
Promoters
NPS = % Promoters - % Detractors
Innovating Analytics
@LarryFreed
36. NPS Positives
► The
importance of the customer
► The
power of positive word of mouth
► Easy
and simple for company leaders to
understand
► Rallying
the entire organization around the
importance of the customer …low hanging fruit
Innovating Analytics
@LarryFreed
38. Word of Mouth Index (WoMI)
Likelihood to
recommend
Likelihood to
discourage
Positive Word of Mouth
True Promoters®
Negative Word of Mouth
True Detractors®
Innovating Analytics
@LarryFreed
39. Word of Mouth Index (WoMI)
True
Promoters®
NPS =
Innovating Analytics
Recommend %
of 9s and 10s
Discourage %
of 9s and 10s
Promoters
WoMI =
True
Detractors®
Detractors
Recommend %
of 9s and 10s
Recommend %
of 1s - 6s
@LarryFreed
40. Word of Mouth Index (WoMI)
Implemented new question:
“How likely are you to discourage
someone from doing business
with this company?”
November 2011 to May 2013
1,600,000
275
427
Innovating Analytics
Harris Poll:
Confidence in Congress
Stays at Lowest Point in
Almost 50 years
2,060
April 9-17, 2012
Pew Poll:
Big Generation Gap at the
Polls is Echoed in Attitudes
on Budget Tradeoffs
2,511
Nov. 28 to Dec. 5, 2012
Gallup Poll:
Fewer Americans Now View
Their Income Taxes as Fair
1,005
April 4-7, 2013
@LarryFreed
41. NPS Overstates Detractors
On average, NPS
overstates detractors:
780%
Data Source: ForeSee Q3 Research
Innovating Analytics
@LarryFreed
46. Next Generation
Customer Experience Analytics
Utilizing multi-channel predictive analytics
in the measurement and analysis
of the customer experience
radically changing the way
critical investments and decisions
are made, leading to a
competitive advantage
Founded in 2001, a heritage of technology, innovation and scientific rigor
Innovating Analytics
@LarryFreed
48. Some of the Companies We Measure
Over 700 customers ● Over 1000 active measures
Over 95 million surveys collected ● Over 80 industry benchmarks
1/2 of the Fortune 100 ● 1/2 of the Top 100 Retailers
6 of the Top 10 Banks ● Over 90% Customer Renewal
Innovating Analytics
@LarryFreed
49. Takeaways
1.
You cannot manage what you
do not measure
2.
If you’re not measuring the
customer experience you’re
operating in the dark
3.
Measure from the customers’
perspective – not just the
organization’s
4.
Consumers are multi-channel,
your measurements and
analytics need to be
5.
Keep innovating and moving
forward in order to stay ahead
Innovating Analytics
@LarryFreed
50. Larry Freed
President & CEO
ForeSee
(734) 205-2555
Larry.Freed@foresee.com
Twitter: @larryfreed
www.foresee.com
51.
52. Unless conventional merchants adopt an entirely new
perspective – one that allows them to integrate disparate
channels into a single, seamless omnichannel experience –
they are likely to be swept away.
Successful companies will engage customers through
omnichannel retailing: a mashup of digital and physical
experiences.
Harvard Business Review, Dec. 2012
53. Why Microsoft in Retail?
Greater than the sum of its parts
Enabling Retailers to
deliver the complete
shopping experience
Realize the
future of
retailing
today
54. The Complete Shopping Experience
Personal
Seamless
Differentiated
from mass
merchandise to
personal merchandise
from the company’s
channel to my channel
from standard
to standout
Connected without
compromise
Personally Relevant
Agile &
Opportunistic
What they want –
how, when, and
where they choose
Increase employee
productivity &
effectiveness
Anticipate Trends &
Capitalize on
Opportunities
55. Microsoft Dynamics AX for Retail
Consumers
Corporate Accounts
Kiosk
Catalog
Stores
Web
Mobile
56. Omni-channel Retail
Brick and Mortar, eCommerce (incl. Storefront, 3P marketplaces, search and social) and mCommerce
Store
Social
Front
3P MP
( FIS / FAST)
Searc
h
MPI / Sites
Store Systems / POS
Store Server
eCommerce
Dynamics for Retail
Customer
Phone
Product
Catalog /
Omni Channel
Enrichment
Merchandizing /
Assortments /
Pricing
Promotions /
Targeting
Web Service Interface
Retail Server
Customer
Loyalty
Management
Supply Chain
Management
Warehousing
Logistics
Core
Operations
BI / Data Mining
57. Intro to UXC Eclipse
Quick
Facts
Revenue
}
• Established
in
1986
• Leading
AX
for
Retail
Microso
partner
}
• 1
of
the
top
3
Microso
Dynamics
partners
globally
• Inner
Circle
member
for
Microso
Dynamics
(Top
1%)
• Over
400
staff
supporMng
1,400
global
customers
• Publicly
owned,
UXC
Limited
}
Service
is
the
differen.ator
that
sets
us
apart.
We
offer
our
customers
genuine
}
respect
and
invest
.me
in
understanding
their
business
goals
and
strategies.
David
Weiner
CEO,
UXC
Eclipse
North
America
FY
02
FY
13
Service
and
Support
• Customer
service
focus
is
to
exceed
expectaMons
• “Customer
for
life”
philosophy
• 24
x
7
x
365
support
from
dedicated
team
• Focused
Account
Management
team
• 97%
customer
retenMon
rate
59. Howard Tafler, Chief Financial Officer, DAVIDsTEA speaks about the decision to choose
Microsoft Dynamics AX 2012 for Retail:
“We needed an efficient end-to-end system that could help us better
integrate our retail processes, as well as provide accurate, store level
data to facilitate better decision-making. The solution also had to offer
sustainability and scalability to accommodate our growth.”
Howard Tafler
Chief Financial Officer – DAVIDsTEA
Read the full DAVIDsTEA case study at www.uxceclipse.com
60. Retail Customer Case Study
DAVIDsTEA
is
a
US
and
Canada
mulM-‐channel
retail
organizaMon
focused
on
the
sale
of
tea
and
tea
related
products.
Since
their
opening
in
2008,
the
business
has
expanded
to
over
80
stores,
and
they
plan
to
end
the
year
2012
with
upwards
of
140
stores.
Tea
and
accessories
are
available
in
store
locaMons
across
Canada,
online
and
select
locaMons
in
the
United
States.
Customer
Business Challenge
•
•
•
Rapid growth in
multiple countries
No single source of the
truth
Inability to forecast
demands, product and
people
Customer
Results/Benefits
Solution
•
•
•
•
Microsoft Dynamics AX
for Retail
Integrated OmniChannel E-Commerce
Advanced Demand and
Allocation Planning
Advanced Workforce
Management
•
•
•
•
Ability to rapidly expand
into new markets
Increase customer
visibility
Ability to forecast and
budget enterprise needs
Faster growth
61. Kick-off NRF in style by
attending the Opening
Night Reception at the
Marriott Marquis Times
Square
More Modern
More Mobile
More Global
Sunday Jan 12
5:30 – 7:30 pm
Visit Booth # 2703 to
learn more
BIG !deas Session:
Become a Dynamic
Retailer and Make Sure
You’re Ready for What’s
Next
Follow all the action live on
Twitter and Facebook
Monday Jan 13
@msretail
FB.com/MicrosoftforRetail
3:15 – 4:15 pm
62. Help
us
Support
RetailROI
at
NRF
this
year…
Schedule
a
meeDng
with
UXC
Eclipse
at
NRF
and
aIend
it,
and
UXC
Eclipse
will
donate
$25
to
RetailROI.
The
Purpose
of
the
Retail
Orphan
IniMaMve
(RetailROI)
is
to
raise
awareness
and
provide
real
soluMons
for
the
more
than
400
million
vulnerable
children
worldwide.
Visit
www.retailroi.org
for
more
informaMon.
To
schedule
a
meeMng,
send
an
email
to
araines@uxceclipse.com
with
the
subject
line
NRF
MeeMng.
#RetailCCS
63.
64. Q
&
A
//
Panelists
Casey Shea
Larry Freed
Retail Business Development
Manager
UXC Eclipse
President & CEO
ForeSee
MODERATOR
#RetailCCS
Debbie Hauss
Editor-In-Chief
Retail TouchPoints
65. Xbox
One
Giveaway
Enter to win an Xbox One by attending at least two sessions
(live or on-demand) from this week’s webinar series!
#RetailCCS
*Visit the contest rules page for more information.
66. Thank
You
For
Joining
Us
This
marks
the
end
of
this
Connected
Consumer
Series!
Download
and
view
all
on-‐demand
sessions
at:
www.retailtouchpoints.com/special-connected-consumer-series-2013
#CCSeries13