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It is time that the "Footwear Retailers" evolved from the conventional method of advertising and selling - into engaging their customers with their brand. Here's a solution for the Canadian market.
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FOOTWEAR PROPOSAL
Ephlux Insights11 June 2014
2
PURCHASE BEHAVIOR
Source: PWC
3
SMARTPHONE USAGE
More than 55% of Canadians now own a smartphone
Sources: Euromonitor , Catalyst
4
SMARTPHONE USAGE
Source: ITBusiness
5
CUSTOMER JOURNEYHOW IT USED TO BE
Customer goes to the shoe
store Likes the shoe but the
size/color isn’t available
There is a long waiting line at the payment
counter
Receives negative feedback from
peers after purchase
Faces post-purchase
dissonance
OUTCOMES
• Spreads negative Word of Mouth for the retailer
• Results in lost reputation AND lost sales
• No attempt at retaining loyal customers
6
OBJECTIVES
At Store• Shorten the check-out process• Avoid long lineups• Increase footfall/sales • Present a solution for a stock-out situation
Build a community• Increase customer engagement with the brand AND its other users• give them a platform to engage among themselves using a “common interest”
Trigger curiosity and incentivize customers • Give them a reason to “come back”
Simplify the purchase process
Make the potential customers feel significant
7
EPHLUX CX CLOUDSOLUTION:
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Download Mobile App
Sign in Through Pinterest or Register
Select Shoes
Favorite them Add to Cart & Purchase Online
Receive Home DeliveryGo to Store & request trial
Try shoe at the SET
Share on Social Media & in Store Screen to
collect feedback
Purchase & pay In store Purchase & request home delivery through App
CX CLOUD COMPONENTMobile Apps M-Commerce Social Apps Location Based Cloud Based
9
Download Mobile App
Sign in Through Pinterest or Register
Select Shoes
Favorite them Add to Cart & Purchase Online
Receive Home DeliveryGo to Store & request trial
Try shoe at the SET
Share on Social Media & in Store Screen to
collect feedback
Purchase & pay In store Purchase & request home delivery through App
CX CLOUD COMPONENTMobile Apps M-Commerce Social Apps Location Based Cloud Based
CX Cloud prompts Pinterest to fetches
user’s interest & past purchase
behavior & display relevant shoes
CRM
10
Download Mobile App
Sign in Through Pinterest or Register
Select Shoes
Favorite them Add to Cart & Purchase Online
Receive Home DeliveryGo to Store & request trial
Try shoe at the SET
Share on Social Media & in Store Screen to
collect feedback
Purchase & pay In store Purchase & request home delivery through App
The App will display availability of the
required SKU in the nearest store. If an SKU is out of stock, ‘request restock’. Once available
in store, a push notification will be sent
to the user.
CX CLOUD COMPONENTMobile Apps M-Commerce Social Apps Location Based Cloud Based
Inve
ntor
y M
anag
emen
t
CRM
11
Download Mobile App
Sign in Through Pinterest or Register
Select Shoes
Favorite them Add to Cart & Purchase Online
Receive Home DeliveryGo to Store & request trial
Try shoe at the SET
Share on Social Media & in Store Screen to
collect feedback
Purchase & pay In store Purchase & request home delivery through App
User makes payment through credit card.
CX Cloud prompts the inventory to subtract the bought SKU from
its database
CX CLOUD COMPONENTMobile Apps M-Commerce Social Apps Location Based Cloud Based
Paym
ent M
odul
e
Inve
ntor
y M
anag
emen
t
Fina
ncia
ls
Ship
men
t/D
eliv
ery
12
Download Mobile App
Sign in Through Pinterest or Register
Select Shoes
Mark as Favorite Add to Cart & Purchase Online
Receive Home DeliveryGo to Store & request trial
Try shoe at the SET
Share on Social Media & in Store Screen to
collect feedback
Purchase & pay In store Purchase & request home delivery through App
CX CLOUD COMPONENTMobile Apps M-Commerce Social Apps Location Based Cloud Based
For the users who wish to TRY the shoe before
purchasing it.
CRM
13
Download Mobile App
Sign in Through Pinterest or Register
Select Shoes
Favorite them Add to Cart & Purchase Online
Receive Home DeliveryGo to Store & request trial
Try shoe at the SET
Share on Social Media & in Store Screen to
collect feedback
Purchase & pay In store Purchase & request home delivery through App
CX CLOUD COMPONENTMobile Apps M-Commerce Social Apps Location Based Cloud Based
The user gets to experience the shoe in a physical setting similar
to his/her requirement s (e.g. Party), in-store cameras take pictures, which the user can
share on in-store screens, or on their social media profiles for
feedback
In-S
tore
Ex
perie
nce
14
Download Mobile App
Sign in Through Pinterest or Register
Select Shoes
Favorite them Add to Cart & Purchase Online
Receive Home DeliveryGo to Store & request trial
Try shoe at the SET
Share on Social Media & in Store Screen to
collect feedback
Purchase & pay In store Purchase & request home delivery through App
CX CLOUD COMPONENTMobile Apps M-Commerce Social Apps Location Based Cloud Based
Customer chooses their payment / delivery method and leaves. Can either pay in store or request home delivery.
Paym
ent M
odul
e
Fina
ncia
lsSh
ipm
ent/
Del
iver
y
15
MOBILE APPLICATIONINTERFACE
16
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ADDITIONAL FEATURES
The app will allow the users to Users “create” their own shoes
Other users get to rate and comment on them
Top rating user-made shoes get introduced in-store and the creator gets a pair for free!
This feature helps build An interactive “community” around the Mobile App
18
CUSTOMER JOURNEYHOW IT IS NOW
Customer selects the
shoe on the Mobile App
Is notified of its availability beforehand
Has an option of placing an
order, in case of unavailability
Has an option of receiving instant feedback from
peers
Has the ease of having it
delivered at home
OUTCOMES
• Gives more value to customer
• Streamlines inventory management system
• Provides an awesome in-store experience
• Engages the customers in Personalized for every customer
• Translates into customer loyalty & retention
Is now a part of a ‘community’ of like-minded
individuals
19
GET IN TOUCH
Rida ZubairiIdea Engineer
Danish HaroonIdea Engineer
www.ephluxinsights.com
