In-store digital influenced

$1.7 TRILLIONin sales in 2014*

*Navigating the New Digital Divide - Deloitte, 2015

THE CHANGING FACEOF RETAIL

With the advent and adoption of mobile, social, and ecommerce technologies, customer expectations for their in-store experience are changing. They want an in-store experience that takes advantage of their always-on technology.

By leveraging the same elements and transforming stores into a digital channel, retailers and brands can engage with and wow their customers in ways they never could before.

At Moki we have hundreds of customers who have deployed tens of thousands of devices in retail settings. This has given us a unique viewpoint on the market. Come with us as we explore what the future of in-store customer engagement, marketing, and customer experience looks like.

CUSTOMER JOURNEYPerception versus reality

PERCEPTION: A LINEAR EXPERIENCE

REALITY: A CONVOLUTED EXPERIENCE

ONLINEADVERTISING

THIRD PARTY REVIEWS

ONLINEEXPERIENCE

BRICK & MOTAR

SOCIAL MEDIAEXPERIENCE

PRINTADVERTISING

TELEVISIONADVERTISING

ONLINE

EXPERIENCE

TRANSACTION

TRANSACTION

To understand why in-store digital is so important, let’s talk about the customer journey.

For the most part, businesses would like to believe that the customer journey is very linear as customers move along a well-defined, and even predictable, purchasing journey. And their current in-store experiences reflect this. The reality, however, is that the buying journey for today’s customers is very convoluted. It starts in different places and includes many more factors than it used to.

You’ve heard the “omni-channel” buzz, right? Because of the many channels, it’s nearly impossible to tell where the buyer’s journey starts, but we know it typically ends in one of three places: in-store, online, or with a competitor.

This is why brands and retailers have fallen in love with digital - specifically ecommerce and social. It allows them to track and understand consumer buying habits at both the aggregate and individual level.

THE NEW BUYER JOURNEY

“Imagine an in-store experience being so

compelling, so engaging, and so effectively

personalized that customers never even consider

taking out a mobile device. Instead they complete

the entire buying journey, from social and

peer reviews to online comparisons and more,

right there at the point of purchase. This is our

vision and what we’re helping brands build.”

Tom Karren, CEO & Co-founder

The trend of bringing digital into stores has mostly revolved around mobile phones - so let’s talk about that for a second. If a customer has their phone in hand as they walk through your aisles, is that a good or a bad thing?

What if your in-store experience was so compelling that customers never had the urge to take their phone out of their pockets? What if you could give them what they were looking for, but quicker and within your control?

We’d like to think that if a customer has their phone out, they’re most likely on the branded app that you created, getting the coupon and specials that you’ve pushed to their phone via beacon technology, right? Unfortunately, you’d be wrong in most cases.

DOES IT START WITH MOBILE?

How do you bring the power of digital to your physical retai l stores?

You think your customers are using the app you created to make their in-store experience better? Maybe. Though chances are they aren’t.

Mobile phones are personal. Their owners are sensitive about privacy, screen real estate, and storage. Think about your own phones. How do you use them? How many apps do you actually use? Nielsen suggests that, on average, most consumers only use 26-27 apps per month*.

So what are they doing on their phones while customers walk around your store? They’re show-rooming, comparing prices, reading reviews, looking at social feeds and reviews, texting, and communicating with friends.

Not all of these are bad things - keep that in mind - but some are, especially when your customers are:

• Getting distracted• Buying the product elsewhere• Buying a competing product

What if you could enable them to get the best of what they get on their mobile phones without the risk of the bad?

HOW USEFUL IS YOUR APP?

**Customer Experience in the Internet of Things - Altimeter Group, 2015*Consumers Spend 85% Of Time On Smartphones In Apps, But Only 5 Apps See Heavy Use - Techcrunch, 2015

of those downloads are eventually deleted**

Did you know

of branded apps have less than

and

90%10,000 DOWNLOADS

80%

What should in-store digital look like today?

Sentient display systems that:

• Understand who your customers are

• Evaluate and measure buying patterns

• Deliver a more dynamically personalized experience

All in real time.

By “sentient” we mean devices capable of making basic demographic assessments by using an on-board camera. Essentially, when customers see and use these displays, demographic assessments can be done without having to gather personal information or invading their privacy in any way.

Picture this: A 39-year-old woman is in the coat section of an outdoor outfitter, but she doesn’t know exactly which coat she wants. The sentient device knows contextually where it is in-store, can see that it is woman in an age of 30-40, and can pull in and display information from different categories such as customer reviews, product videos, etc., to offer her a targeted experience.

It is all about the delivery of the right combination of content delivered to the right customer segment.

The content you deliver can’t be simple eye candy though. Images, video, or text as it is not going to keep customers engaged and moving toward purchase. In the new convoluted buyers’ journey, it needs to be truly engaging combinations of ecommerce, social, and user contributed content tailored to their audience segment that moves a customer to purchase!

SENTIENT DIGITAL DISPLAYS

You’ll notice that there are a few things that aren’t in this approach… yet. And that’s by design.

This approach doesn’t rely on beacon technology and branded apps. These require your customers to download your apps and opt-in, lessening the number of your customers that walk through your store that you are actually engaging with. And the fewer customers you can engage, the fewer you reach.

It also means that you aren’t asking your customers for any of their personal information - ensuring that you aren’t liable for the security of knowing and storing that information. This makes your customers more comfortable, knowing that you aren’t gathering and saving private information about them.

SOMETHING’S MISSING, ISN’T IT?

of consumers don’t know the definition of an in-store beacon*

70%

*First Insight, 2015 http://www.dmnews.com/marketing-strategy/in- store-technology-and-consumer-preferences/article/432404/

Your customers still want to shop and have an in-store experience. They also want to leverage the power of digital.

Because digital will influence trillions in in-store revenue, you need to connect to your customers by delivering digital experiences in-store with much of the personalized, dynamic power of the digital world, and combine it with the tactile, real-world gratification of having what your customers want right then and there.

The key is using the right tools to deliver, control, and measure these experiences.

THE MORAL OF THE STORY90% OF COMMERCE STILLHAPPENS IN-STORE

DIGITAL EXPERIENCES IN-STOREAFFECT TRILLIONS OF $$ IN BUYING DECISIONS

DELIVERING, CONTROLLING AND MEASURING THESE EXPERIENCESIS THE KEY

TODAYS BUYERS EXPECT ACCESSTO ALL DATA SOURCES

This is what we do at Moki. We help retailers and brands deliver the right experience on the right device. Our platform enables businesses to manage and control those experiences and measure customer interactions to know what works and what doesn’t work. All at scale.

Click here to see how Moki can help connect you to your customers.

Learn More About Moki

MOKI’S VISION

Real Management and Control

Actual Measurement

All at scale

MOKI GIVES YOU

For more informationvisit moki.com

or call +1.844.665.4669