5 WAYS TO A WINNING CUSTOMER EXPERIENCE LESSONS FROM NEW YORK

OVER 50 MILES WALKED

OVER 1600 PHOTOS TAKEN

5TH AVE. SOHO. NOHO. TRIBECA. UNION SQ. TIMES SQ. DOWNTOWN

FOR THE BEST RETAILERS IT IS ABOUT CREATING AN EXPERIENCE

THAT IS MORE THAN JUST THE PRODUCT

IT’S ABOUT BEING DIFFERENT. EVERYONE IS LOOKING FOR WAYS

TO MAKE THEIR BUSINESS STAND OUT.

LIKE TAKA TAKA. EVER HAD MEXICAN SUSHI?

SO I DID. BEING DIFFERENT WORKS.

BEING DIFFERENT CAN ALSO BE DELICIOUS.

WHEN I SAY RETAILERS IN NY ARE DIFFERENT, I MEAN IN WAYS

THAT CREATE AN EMOTIONAL RESPONSE.

Be different. Create an emotional connection.

Lesson 1

CONTENT IS STILL KING

AND IT’S TAKING OVER THE PHYSICAL STORE.

PROVIDING A RICHER EXPERIENCE

SCREENS ARE NOW UBIQUITOUS. HELPING TO CREATE EMOTIONAL

CONNECTIONS WITH CONSUMERS

PRODUCTS AND SOLUTIONS OR TO EXPLAIN COMPLEX

OR IN SOME CASES BRINGING DIGITAL GOODS INTO THE PHYSICAL WORLD

EVEN THE BAKERIES ARE INVESTING IN DIGITAL CONTENT

Digital content is enhancing the store experience.

Lesson 2

IS RE-SHAPING THE CUSTOMER EXPERIENCE EVERYWHERE YOU LOOK, TECHNOLOGY

TO CREATE AN ENGAGING EXPERIENCE ENABLING RETAILERS MORE SPACE

CAN’T SEE, HAVING THE MOST IMPACT IT’S THE TECHNOLOGY YOU

THE TECHNOLOGY YOU CAN SEE IS FOCUSED ON DELIGHTING CUSTOMERS

ON CONNECTING YOU TO THE PRODUCT. SALES PEOPLE ARE MORE FOCUSED

FEEDBACK LOOPS ARE SHAPING SERVICE ..AND CUSTOMER EXPERIENCE

Technology is reshaping all aspects of the physical store.

Lesson 3

MOBILE TECHNOLOGY IS RESHAPING ITS EXPERIENCE BASED ON YOUR CONTEXT

PROVIDING FOR RICHER PRODUCT EXPERIENCES IN STORE

GIVING YOU ACCESS TO TOOLS THAT CHANGE WITH YOUR NEEDS

WITH BLUETOOTH ALLOWING USEFUL INTERACTIONS TO TAKE PLACE ON MOBILE

The future of mobile is contextual.

Lesson 4

Finance Process Offering Delivery

Business Models & Platforms

Enabling & Core

Product Performance Product System

Service

Channels Brand

Experience

Source: Doblin – On Innovation Effectiveness

NOW.. IS PRODUCT PERFORMANCE YOUR GROWTH ENGINE?

Finance Process Offering Delivery

Business Models & Platforms

Enabling & Core

Product Performance Product System

Service

Channels Brand

Experience

Source: Doblin – On Innovation Effectiveness

IF THIS IS YOUR BELIEF..

VALUE! VALUE!

YOU ARE MISSING OUT ON VALUE

ONLINE IS AUGMENTING STORE RANGE THROUGH

MASS CUSTOMISATION

BONOBOS ARE USING SHOWROOMING TO AUGMENT

THEIR EXISTING DIGITAL BUSINESS

WHAT YOU LIKE IS

DELIVERED THE NEXT DAY

CROWD-SOURCED SHOPPING

INSTACART IS..

WITHIN 1 HOUR, BY OTHER SHOPPERS

HAVE FOOD DELIVERED

New business models and experiences are driving value.

Lesson 5

So.. How will you.

Provide a contextually relevant experience.

Drive value through new business models.

Reshape your store experience through technology.

Use digital content to amplify your story.

Be different. Create an emotional connection.

and finally..

Forget about your competitors, just

focus on your customers.

- Jack Ma

Thank you.

START NOW. MOVE FAST. THINK BIG.