Speakers: Ken Morris of Boston Retail Partners & Erik Hoiden of AlfaPeople The store continues to be the front line for retail purchases. And store associates are the direct link to winning a sale. But today, retailers must be innovative and savvy in order to meet the demands of technology-enabled consumers. That means arming store associates with the tools to deliver the information and services that will drive increased revenue, including upsells and cross-sells. So what are the best ways to enable store associates to deliver a superior customer experience? This webinar will outline 5 ways retailers can win the battle for brand loyalty and long-term success. 1. Anticipate customers' questions before they ask. 2. Be ready to offer suggestions for upsells and cross-sells. 3. Create an interactive experience throughout the store. 4. Deliver personalized offers and promotions. 5. Execute a seamless checkout experience.

1. The
ABC’s
Of
Delivering
A
Superior
Customer
Experience
Presented by
Session sponsored by

2. Follow
this
Webinar
on
Twi1er
#RetailCCS
@ConnectConsumer
@RTouchPoints
#RetailCCS

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

4. Welcome
Webinar
A1endees
#RetailCCS

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
Ken Morris
Erik Hoiden
Principal
Boston Retail Partners (BRP)
Managing Partner
AlfaPeople
MODERATOR
#RetailCCS
Alicia Fiorletta
Senior Editor
Retail TouchPoints

8. Comprehensive Retail Consulting
The ABC’s of Delivering Superior
Customer Experience
Ken Morris, Principal
8

9. Comprehensive Retail Consulting
Agenda
" About Boston Retail Partners
" The Customer is the Center of the Universe
" The Customer Experience
"
"
"
"
"
Anticipate Customer Questions
Be Ready to Offer Suggestions
Create an Interactive Experience
Deliver Personalized Promotions
Execute a Seamless Checkout Experience
" Real-time Retail
" Conclusion
9

10. Comprehensive Retail Consulting
About Boston Retail Partners
10

11. Comprehensive Retail Consulting
"
We are a leading independent retail/wholesale management
consulting firm
"
Built with a unique professional profile
u
u
Managed by industry-recognized leaders
All firm members have retail line management experience
Ø
Ø
u
Several served as officers of major corporations
Comprehensive functional and technical experience
Recruits experienced professionals in POS and retail technology, retail/store
operations, merchandise management, planning and allocation and supply
chain management
"
Relevant experience working with specialty retailers on all facets of
strategy, selection and deployment of Point of Sale, Omni-Channel,
CRM/Loyalty, Merchandising and Supply Chain solutions
"
History of serving acknowledged industry leaders
"
No exclusive partnerships or alliances with software or hardware
providers
11

12. Comprehensive Retail Consulting
Our experience covers a broad cross-section of retail segments…
12

13. Comprehensive Retail Consulting
Thought Leadership
Annual Surveys
POS
Survey
Supply
Chain
Survey
Speaking Engagements
MP&A
Survey
White Papers
Webinars/Articles
13

14. Comprehensive Retail Consulting
The Customer is the Center of the Universe
14

15. Comprehensive Retail Consulting
The Customer is the Center of the Universe
Customers now
have the freedom
to achieve their
goals throughout
the shopping
process…
Social'Media'
Adver>sing'
Website'
Signage'
Email'
Apps'
Kiosk'
Mobile'
Website'
Checkout'
Employees'
SMS'
Catalog'
Direct'Mail'
…using
whichever
channels and touch
points they prefer.
15

16. Comprehensive Retail Consulting
nticipate Customer Questions
16

17. Comprehensive Retail Consulting
Identifying the Customer is Key….
Social'Media'
Who is she and what
is her Unified
Commerce footprint?
Adver>sing'
Website'
Signage'
Email'
Apps'
Kiosk'
Mobile'
Website'
Checkout'
Employees'
SMS'
Catalog'
Direct'Mail'
17

18. Comprehensive Retail Consulting
Matching Personas for Personalized Selling
" Creating a guided selling environment by matching
associate and customer personas
18

19. Comprehensive Retail Consulting
Customer Information Available to Associates
30.$$What$customer$informa3on$is$available$at$store7level?$
Contact&informa8on&(e.g.&name,&address,&telephone&number,&email&
address)&
68.7%&
40.6%&
Transac8on&lookup&for&returns&
37.5%&
Sales&history&
Purchase&summary&(e.g.&average&transac8on&amount,&purchases&this&
year,&life8me&totals,&etc.)&
21.8%&
12.5%&
CustomerKspecific&offers&and&discounts&
CustomerKspecific&messaging&
9.3%&
Warranty&and&service&lookup&
9.3%&
Friends&and&family&informa8on&(e.g.&birthdays,&anniversaries,&sizes,&
wardrobe)&
Profile&(e.g.&demographics,&preferences,&sizes,&etc.)&
Purchasing&sugges8ons&(based&on&customer''s&current&or&previous&
purchases)&
No&customer&informa8on&is&available&at&store&level&
6.2%&
3.1%&
0.0%&
28.1%&
19

20. Comprehensive Retail Consulting
Customer Information Available in Transaction
31.$$What$is$the$earliest$point$at$which$customer$informa6on$is$available$at$
store9level?$
TransacBon#lookup#
29%#
Contact#informaBon#
19%#
Purchase#summary#
6%#
19%#
Customer#profile#
Customer5specific#messaging#
39%#
23%#
17%#
SuggesBons#
16%#
20%#
48%#
3%#
13%#
Pre5transacBon#
(assisted#selling)#
45%#
7%#
14%# 3%#
39%#
In5transacBon#
(during#checkout)#
57%#
Post5transacBon#
83%#
7%# 11%#
82%#
Not#available#
Friends#and#family#informaBon# 7%# 7%#
86%#
Customer5specific#offers#and#discounts# 7%# 10%# 3%#
0%#
20%#
80%#
40%#
60%#
80%#
100%#
20

21. Comprehensive Retail Consulting
e Ready to Offer Suggestions
21

22. Comprehensive Retail Consulting
Rules Engine + SOA = Unified Commerce
Customer
Communication
Social Media
Integration
INV
FIN
Rules Engine
MFG
Real-time
POS
Middleware
Customer/
Associate
Stations
Associate
POS
Web Site
CRM
Customer
Devices
BI
Real-time POS Enterprise
22

23. Comprehensive Retail Consulting
Guided Selling
" Creating a guided selling environment by offering online
experience in the store
23

24. Comprehensive Retail Consulting
Suggestive Selling to Entice Purchasing
26.$$What$is$the$implementa0on$status$of$the$following$customer8facing$
mobile$services?$
Share#with#a#friend#via#email#or#social#
15%#
26%#
Smartphone#app#
14%#
26%#
Product#informa<on#(price,#loca<on,#
14%#
26%#
Shopping#list/wish#list#
14%#
26%#
Mobile#coupons,#specials,#promo<ons#
Electronic#receipt#
9%#
17%#
14%#
9%#
34%#
46%#
29%#
11%# 9%#
11%#
20%#
44%#
18%#
46%#
24%#
11%# 9%#
12%#
24%#
20%#
80%#
Implemented#but#
needs#
improvement#
Plan#to#implement#
in#<2#years#
No#plans#to#
implement#
23%#
59%#
60%#
Implemented#and#
working#well#
Plan#to#implement#
in#>2#years#
45%#
15%#
40%#
11%#
20%#
66%#
GeoCloca<ng/global#posi<oning# 3%# 9%#
0%#
26%#
14%#
26%#
9%# 6%#
Wardrobing/ou8it#sugges<ons# 3%#
9%#
34%#
26%#
Mobile#wallet# 6%# 9%#
Mobile#loyalty#iden<fica<on#
24%#
100%#
24

25. Comprehensive Retail Consulting
reate an Interactive Experience
25

26. Comprehensive Retail Consulting
Amazon-type analytics in real-time in the store
26

27. Comprehensive Retail Consulting
Non-Traditional Marketing
35.$$What$is$the$implementa0on$status$of$the$following$"non7tradi0onal'$marke0ng$methods?$
Hosted#social#networking#sites#(e.g.#Facebook,#Google+,#
Pinterest,#TwiUer)#
42%#
YouTube#videos#
32%#
23%#
17%#
19%#
Hosted#blogs#
Monitoring#external#social#networking#sites#
10%#
19%#
13%#
17%#
10%#
10%#
30%#
2D#barcode#scanning#by#customer#smartphones#
10%#
20%#
Loca<on=based#social#networking#(e.g.#Foursquare,#Gowalla)#
10%#
19%#
16%#
Implemented#and#
working#well#
33%#
10%#
42%#
43%#
SMS#(text)#
3%# 6%#
20%#
23%#
7%#
13%#
33%#
Implemented#but#needs#
improvement#
17%#
Plan#to#implement#in#<#2#
years#
23%#
17%#
Plan#to#implement#in#>#2#
years#
20%#
No#plans#to#implement#
Monitoring#external#blogs# 3%#
0%#
19%#
40%#
10%#
20%#
13%#
13%#
30%#
40%#
50%#
39%#
10%#
60%#
33%#
70%#
80%#
90%#
100%#
27

28. Comprehensive Retail Consulting
Customer Services at Store-Level
34.$$What$is$the$implementa0on$status$of$the$following$customer$services$at$store9level?$
Self#checkout#
16%#
Self1service#price#check#
3%# 3%#
3%#
16%#
74%#
6%#
25%#
Store#portal#
13%#
20%#
2D#barcode#scanning#
13%#
6%#
10%#
47%#
23%#
Electronic#coupons#
Self1service#loyalty#program#status#
Wi1Fi#customer#use#
10%#
Self1service#inventory#availability#check# 3%#
0%#
26%#
16%#
7%# 3%#
6%#
10%#
13%#
16%#
24%#
10%#
13%#
45%#
30%#
20%#
26%#
13%#
7%#
16%#
53%#
19%#
3%#
30%#
Implemented#and#
working#well#
Implemented#but#needs#
improvement#
Plan#to#implement#in#<2#
years#
Plan#to#implement######in#
>2#years#
No#plans#to#implement#
47%#
45%#
69%#
40%#
50%#
60%#
70%#
80%#
90%#
100%#
28

29. Comprehensive Retail Consulting
eliver Personalized Promotions
29

30. Comprehensive Retail Consulting
Where is She….in the Store or Anywhere!
" Personalized Offer based on location……..in store……by
zip code……by area code…….or mobile device location!
30

31. Comprehensive Retail Consulting
Personalized Promotions to Entice Purchasing
26.$$What$is$the$implementa0on$status$of$the$following$customer8facing$
mobile$services?$
Share#with#a#friend#via#email#or#social#
15%#
26%#
Smartphone#app#
14%#
26%#
Product#informa<on#(price,#loca<on,#
14%#
26%#
Shopping#list/wish#list#
14%#
26%#
Mobile#coupons,#specials,#promo<ons#
Electronic#receipt#
9%#
17%#
14%#
9%#
34%#
46%#
29%#
11%# 9%#
11%#
20%#
44%#
18%#
46%#
24%#
11%# 9%#
12%#
24%#
20%#
80%#
Implemented#but#
needs#
improvement#
Plan#to#implement#
in#<2#years#
No#plans#to#
implement#
23%#
59%#
60%#
Implemented#and#
working#well#
Plan#to#implement#
in#>2#years#
45%#
15%#
40%#
11%#
20%#
66%#
GeoCloca<ng/global#posi<oning# 3%# 9%#
0%#
26%#
14%#
26%#
9%# 6%#
Wardrobing/ou8it#sugges<ons# 3%#
9%#
34%#
26%#
Mobile#wallet# 6%# 9%#
Mobile#loyalty#iden<fica<on#
24%#
100%#
31

32. Comprehensive Retail Consulting
xecute a Seamless Checkout Experience
32

33. Comprehensive Retail Consulting
Checkout is not a Technology Challenge but a
Process Challenge….
" The days of traditional checkout are numbered. Savvy retailers
will move from traditional checkout to ????
è
33

34. Comprehensive Retail Consulting
Customer-owned Mobile Devices are the Future
21.$$What$are$your$company's$overall$point7of7sale$spending$plans$for$2013?$
Mobile$POS$
60%$
Customer@facing$mobile$soluGons$
31%$
57%$
POS$hardware$
20%$
46%$
POS$so2ware$modificaGons$
43%$
Mobile$inventory$soluGon$
Customer@owned$mobile$device$as$POS$
POS$so2ware$maintenance$
14%$
0%$
32%$
22%$
56%$
20%$
60%$
Unsure$
3%$
57%$
40%$
Decrease$spending$
No$change$
62%$
44%$
20%$
3%$
24%$
6%$
19%$
6%$
46%$
41%$
24%$
POS$hardware$maintenance$
34%$
9%$
32%$
Increase$spending$
43%$
17%$
35%$
Store$network$
23%$
11%$
43%$
POS$so2ware$
9%$
9%$
80%$
100%$
34

35. Comprehensive Retail Consulting
Omni-Channel Services
24.$$What$is$the$implementa0on$status$of$the$following$omni6channel$services?$
Usability$of$stored$value$cards/giS$cards$across$
channels$
43%$
Processing$of$cross>channel$returns$
23%$
34%$
Placing$online$orders$in$the$store$
26%$
26%$
24%$
18%$
Provide$shipping$opMons$for$special$orders$(home$vs.$
store$pickup)$
24%$
18%$
Order$on$web/$fulfill$from$store$
22%$
18%$
Purchase$in$store/$fulfill$from$DC,$other$store,$or$
vendor$
15%$
Allow$special$orders$to$be$placed$in$all$channels$
12%$
0%$
9%$
40%$
13%$
9%$
6%$
Plan$to$implement$in$<$
2$years$
Plan$to$implement$in$>$
2$years$
24%$
27%$
15%$
60%$
Implemented$but$
needs$improvement$
35%$
39%$
26%$
Implemented$and$
working$well$
21%$
9%$
18%$
26%$
17%$
16%$
41%$
18%$
6%$
32%$
38%$
30%$
3%$ 9%$
12%$
9%$
15%$
9%$
20%$
12%$
18%$
13%$
15%$
In>store$pick$up$of$online/mobile$orders$
17%$
29%$
Lookup$or$reserve$inventory$in$another$store$
Lookup$of$online$orders$in>store$
23%$
No$plans$to$implement$
12%$
29%$
80%$
100%$
35

36. Comprehensive Retail Consulting
Real-time Retail
36

37. Comprehensive Retail Consulting
Real-time Retail = Unified Commerce
Customer
Communication
Social Media
Integration
INV
FIN
Rules Engine
MFG
Customer
Devices
Customer/
Associate
Stations
Real-time
POS
Associate
POS
Web Site
CRM
Middleware
BI
Real-time POS Enterprise
37

38. Comprehensive Retail Consulting
Real-time Retail
33.##What#is#the#implementa/on#status#of#the#following#real6/me#features#at#POS?#
Transac4ons#
56%#
Returns#management#
19%#
31%#
Inventory#
27%#
Credit#applica4on#(instant#credit)#
31%#
26%#
Analy4cs/repor4ng#
Point#redemp4on#(ability#to#immediately#redeem#
points#from#today's#transac4ons)#
19%#
Loyalty#program#enrollment#
Customer#transac4on#lookBup#(from#any#channel)#
Recogni4on#for#change#in#loyalty#4er/status#
10%#
7%#
6%# 6%#
0%#
20%#
Implemented#but#
needs#improvement#
40%#
13%#
39%#
23%#
28%#
20%#
27%#
26%#
Implemented#and#
working#well#
27%#
10%# 7%#
19%#
27%#
17%#
58%#
23%#
6%#
3%#
10%# 7%#
13%# 3%#
19%#
Loss#preven4on#
17%#
30%#
20%#
13%# 6%# 6%#
9%#
7%#
30%#
40%#
Plan#to#implement#in#
>#2#years#
25%#
37%#
13%#
13%#
Plan#to#implement#in#
<#2#years#
No#plans#to#
implement#
23%#
48%#
60%#
80%#
100%#
38

39. Comprehensive Retail Consulting
Conclusion
39

40. Comprehensive Retail Consulting
Unified Commerce is the Future
" We are at a strategic inflection point where the
network is taking center stage, this enables an
integrated world where consumers drive self
checkout on their smart phone, interact with their
friends in real-time on purchase decisions, and
receive discounts and personalized pricing as
they are shopping, creating a cohesive customer
experience.
Social'Media'
Adver>sing'
Website'
Signage'
Email'
Apps'
Kiosk'
Mobile'
Website'
Checkout'
Employees'
SMS'
Catalog'
Direct'Mail'
40

41. Comprehensive Retail Consulting
Ken Morris
Principal, Boston Retail Partners
(617) 880-9355
kmorris@bostonretailpartners.com
www.bostonretailpartners.com
41

42. AlfaPeople - We are Retail
Randy Cole, Director of Sales, crc@alfapeople.com
Erik Hoiden, Managing Partner, emh@alfapeople.com

43. AlfaPeople in Brief
Germany
Denmark
USA
UK
Switzerland
Mexico
Guatemala
Costa Rica
Columbia
Chile
Brazil
Dubai
Singapore
Facts:
13 Countries
+280 employees
Global Solution Focus:
Product Value Chain
____________________
Europe:
CRM (75 employees)
AX (45 employees)
SharePoint (25 empl.)
AlfaPeople Group:
Delivers +30.000 consultancy
hours/month
Americas:
CRM (65 employees)
AX (70 employees)
Acting locally – Performing globally

44. Why AlfaPeople
Understanding
the
retailer’s
business
and
transla;ng
it
into
beneficial
solu;ons
This
is
the
AlfaPeople
trademark
Combining
the
retail
exper;se
and
Dynamics
Retail
knowledge,
provides
the
AlfaPeople
experts
with
the
ability
to
focus
on
the
retailers
business
areas
that
creates
value
and
implement
Best-­‐of-­‐Breed
for
the
rest.
Microsoft
Dynamics
Retail
Solution
To
be
compe;;ve,
companies
need
to
take
a
fresh
look
at
their
infrastructure
and
plaDorm
as
well
as
the
new
solu;ons
available
to
them,
giving
greater
focus
to
servicing
and
keeping
loyal
customers.”
AlfaPeople
Retail
Expertise
Retailers
Competitive
Business
Advantage
AlfaPeople Recognized as the 2013 United States Microsoft Dynamics Retail Partner of the Year
The company was honored among the top Microsoft partners for demonstrating industry sales excellence in
innovation and implementation of customer solutions based on Microsoft technology.

45. The “Why Not” project approach
" Main business processes are mapped, and matched against standard system and best practices.
" Standard Dynamics for Retail is configured with customer specific data and processes.
" “Why Not” workshops are conducted, showing main business processes in the solution, and
functional gaps are identified.
" Solution gaps can be eliminated by.
" Suggest to change behavior or process
We focus
" Resolve manually or outside project scope
repeating
" Make a modification which is matched against business value
Discover
Configure
Why not
GAPS/BPR
on bringing value, not
legacy functionality
Design
Deployment

47. The new customer
User
Experience
is King
Personal
…from mass
to personal
Seamless
…from multichannel to
connected
experiences
Differentiated
…from standard
to standout

48. Microsoft Dynamics AX for Retail
30+ Countries including Brazil/Russia/India/China
© 2011 Microsoft Corporation.
All rights reserved

49. Microsoft Dynamics for Retail
Consumers
Corporate Accounts
Kiosk
Catalog
Web
Stores
Mobile
Warehouse
Management
Supply Chain
Visibility
Retail Headquarters
Financials
Supply Chain
Integration

50. Business Functionality in Microsoft AX
Customer Centricity
E-Commerce
Social Media
OOB “Starter”
Storefront
Search driven Shopping
Experience
Promo on Facebook
Customer Management
Omni-Channel Workflows
Pinterest
POS
Twitter integration
Customer Orders
Payment Processing
Txt driven advertising
UX Improvements
Search, Scan
Centralized Omni-Channel Management
IT Pro Experience

51. Join Microsoft Dynamics for Retail @ #NRF14
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

52. Help us Support RetailROI at NRF this year…
" Schedule a meeting with AlfaPeople at NRF and attend it, and AlfaPeople will
donate $25 to RetailROI.
" The Purpose of the Retail Orphan Initiative (RetailROI) is to raise awareness and
provide real solutions for the more than 400 million vulnerable children worldwide.
" Visit www.retailroi.org for more information.
" To schedule a meeting, send an email to crc@alfapeople.com with the subject line
NRF Meeting.

53. Q
&
A
//
Panelists
Ken Morris
Erik Hoiden
Principal
Boston Retail Partners (BRP)
Managing Partner
AlfaPeople
MODERATOR
#RetailCCS
Alicia Fiorletta
Senior Editor
Retail TouchPoints

54. 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.

55. Thank
You
For
Joining
Us
The next Connected Consumer Series session…
Coming
Full-­‐Circle:
The
Store
As
The
Center
Of
The
Omnichannel
Shopping
Journey
Tomorrow, 12 PM ET / 9 AM PT
www.retailtouchpoints.com/special-connected-consumer-series-2013
#CCSeries13