Contenu connexe Similaire à SMAC - Presentation from RetailWeek Technology Summit, Sept 23 (20) Plus de AirTight Networks (8) SMAC - Presentation from RetailWeek Technology Summit, Sept 231. © 2013 AirTight Networks, Inc. All rights reserved. 1
#SMAC
What is it?
How can it help you?
Devin Akin
Chief Evangelist
AirTight Networks
Devin@AirTightNetworks.com
@AirTight
@DevinAkin
http://blog.airtightnetworks.com/
2. © 2013 AirTight Networks, Inc. All rights reserved. 2
Devin “Devinator” Akin
Chief Evangelist at AirTight Networks
• @DevinAkin
• Devin@AirTightNetworks.com
2001 - 2009 2009 - 2013
2013 - Present
4. © 2013 AirTight Networks, Inc. All rights reserved.
What is #SMAC ?
SOCIAL
MOBILE
ANALYTICS
CLOUD
5. © 2013 AirTight Networks, Inc. All rights reserved.
S is for SOCIAL …
@retailweek
@DevinAkin
@AirTight
Let’s talk #SMAC
http://www.slideshare.net/airtight/
6. © 2013 AirTight Networks, Inc. All rights reserved.
#SMAC Session Objectives
6
§ 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, Measure, Learn, Engage
§ Discuss how to monetise #SMAC via case
studies
10. © 2013 AirTight Networks, Inc. All rights reserved.
Malcom Frank &
Geoffrey A Moore
10
§ Don’t 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
13. © 2013 AirTight Networks, Inc. All rights reserved.
Gartner #SMAC is the “Nexus of Forces”
13
§ Convergence of
social, mobile,
information
(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
Jeff.Roster@Gartner.com
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
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
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.
Jeff Roster
Jeff.Roster@Gartner.com
24
25. © 2013 AirTight Networks, Inc. All rights reserved. 25
The winners will have a
“whole-person”
understanding of each
customer.
- Leslie Hand, IDC
IDC Retail Insights: Retail industry 2013 Top 10 Predictions, #GR1238956
26. © 2013 AirTight Networks, Inc. All rights reserved. 26
#SMAC calls for
SILO Busting
28. © 2013 AirTight Networks, Inc. All rights reserved.
The New Power Broker
28
29. 29
By 2017 the marketing arm of businesses
will control more of the IT spend than IT
organizations at those companies.
- Gartner
30. 30
CMOs and CIOs Can Accomplish
the Extraordinary Together
Laura McLellan, Gartner for Marketing Leaders
laura.mclellan@gartner.com http://blogs.gartner.com/laura-mclellan/
35. © 2013 AirTight Networks, Inc. All rights reserved.
Human Connection and Service
35
36. © 2013 AirTight Networks, Inc. All rights reserved. 36
BUSINESS DRIVERS
q Pinkcard customer loyalty program and mobile app
q Improve customer experience
q Increase in repeat customer visits
SUCCESS FOR PINKBERRY
q Success of the Pinkcard program beyond expectations
q Swift rollout of secure Wi-Fi across 170+ stores worldwide
q No need to add any IT staff
q 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
37. © 2013 AirTight Networks, Inc. All rights reserved. 37
BUSINESS DRIVERS
q Lower cost and reduced support burden of Wi-Fi
q Reliable, secure, in-store Wi-Fi for guests
SUCCESS FOR NOODLES
q “3-in-1” Wi-Fi solution delivered significant cost savings
q 4 person IT support team could manage 300+ restaurants
q Built-in WIPS and reporting automated PCI compliance
Lower Costs, Reduce IT Support Load
http://www.airtightnetworks.com/fileadmin/pdf/case_study/Noodles-and-Company-Case-Study.pdf
38. © 2013 AirTight Networks, Inc. All rights reserved. 38
BUSINESS DRIVERS
q Reliable, secure, in-store Wi-Fi to improve employee work experience
q Maintain Level-1 PCI compliance
SUCCESS FOR GARDEN FRESH
q Store managers and district officers can work from anywhere in the store
q Automated wireless security, reporting, & PCI compliance across 130+ locations
q Web-based training for employees during work hours
Improve Employee Productivity
http://www.airtightnetworks.com/fileadmin/pdf/case_study/Garden-Fresh-Restaurant-Casestudy.pdf
40. © 2013 AirTight Networks, Inc. All rights reserved.
Yum! Brands: Case Study
AirTight Wi-Fi being rolled out across 17,000+
locations across North America
41. © 2013 AirTight Networks, Inc. All rights reserved. 41
BUSINESS DRIVERS
q Wi-Fi Internet access for guests
q PCI compliance and reporting across brand families and geographic territories
SUCCESS FOR Yum! BRANDS
q Minimal IT staff required to operate and maintain the Wi-Fi infrastructure
q Pure OPEX play, avoiding any CAPEX charges
q Plug-n-play rollout to thousands of distributed QSRs
q Special features to accommodate their QSR in-and-out model (e.g. surfing thresholds)
http://www.airtightnetworks.com/fileadmin/pdf/case_study/Garden-Fresh-Restaurant-Casestudy.pdf
Yum! Brands: Case Study
44. © 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
Extra worth from social reference & earned
media in the form of an endorsement!
45. © 2013 AirTight Networks, Inc. All rights reserved. 45
SECURITY, PRIVACY &
OPT-in (not OPT-out )
46. © 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
47. © 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 online and offline shopping habits,
preferences, and history.
According to a 2013 IBM
Retail Study …
Source: From Transactions to Relationships: connecting with a transitioning shopper
– Sample size: 25,000, 18 countries
48. © 2013 AirTight Networks, Inc. All rights reserved.
20 minutes for most …
“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, 18 countries
49. © 2013 AirTight Networks, Inc. All rights reserved.
26 minutes for Millennials …
§ Insights into
Millennial Shopping
Behavior Patterns
includes 3 videos
about millennial
shopping myths
50. Accenture found that the majority of respondents believe
that integrating in-store, online, and mobile is the #1 thing
that retailers can do to improve the shopping experience.
-- April 2013, Sample size = 6000, 8 countries
52. The New Moon Race:
Personalization and
Community
-- Doug Stephens @RetailProphe
http://blog.airtightnetworks.com/book-review-the-retail-revival-re-imagining-business-for-the-new-age-of-consumerism
55. © 2013 AirTight Networks, Inc. All rights reserved.
AirTight Social Wi-Fi™ Workflow
55
1. Custom branded captive portal 2. Customers turn loyal promoters 3. Engage your customers
56. © 2013 AirTight Networks, Inc. All rights reserved. 56
Social Offers and the
Weather Forecast?
57. © 2013 AirTight Networks, Inc. All rights reserved.
Cloud-based Social Wi-Fi and Analytics:
Where The Clicks Meet the Bricks
57
58. © 2013 AirTight Networks, Inc. All rights reserved.
AirTight’s Social Wi-Fi & Analytics
58
59. © 2013 AirTight Networks, Inc. All rights reserved.
AirTight Analytics for Business Intelligence
59
§ 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
60. © 2013 AirTight Networks, Inc. All rights reserved.
Sample Presence Analytics
60
No.ofvisitorsNo.ofvisitors
Dwell Time
Total Foot Traffic
61. © 2013 AirTight Networks, Inc. All rights reserved.
Sample Presence Analytics
61
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Unique Visitors by Location
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62. © 2013 AirTight Networks, Inc. All rights reserved.
Social Analytics for Opt-in Customers
62
63. © 2013 AirTight Networks, Inc. All rights reserved.
Identity Analytics for Opt-in Customers
63
64. © 2013 AirTight Networks, Inc. All rights reserved.
Retail #SMAC = Empowering All Stakeholders
Employee Training Floor Efficiency Customer Analytics
Better Customer Service Social Consumer EngagementCustomer Loyalty Rewards