life takes your customers everywhere. engage with them anywhere
DESCRIPTION
As CMOs prioritize enhancing customer loyalty and encouraging customer loyalty, it’s no surprise that the world’s top brands are looking to foster these relationships via mobile apps and Web sites. Consumers are reaching for their smart phones and tablets to explore, purchase, or service holiday shopping this year – a trend that shows no signs of slowing in 2013. There has never been a more power channel to connect with consumers in such a personalized way. Join this webcast to explore the latest developments in consumer mobility for the retail and consumer products industries. The session will include a preview of the new SAP Customer Loyalty mobile app, which is customizable to your brand identity and extensible to your business needs. Listen to this webcast to: Discover what consumers really want in a mobile experience Avoid common pitfalls in developing a consumer mobile strategy Preview the SAP Customer Loyalty mobile app and learn how it can help you boost customer engagement, conversion, and ultimately loyaltyTRANSCRIPT
Life Takes Your Customers Everywhere. Engage with Them Anywhere.
http://twitter.com/SAPMobile
http://www.facebook.com/SAPMobile
Watch webcast replay
© 2011 SAP AG. All rights reserved. 2
The information in this presentation is confidential and proprietary to SAP and may not be disclosed without the permission of SAP. This presentation is not subject to your license agreement or any other service or subscription agreement with SAP. SAP has no obligation to pursue any course of business outlined in this document or any related presentation, or to develop or release any functionality mentioned therein. This document, or any related presentation and SAP's strategy and possible future developments, products and or platforms directions and functionality are all subject to change and may be changed by SAP at any time for any reason without notice. The information in this document is not a commitment, promise or legal obligation to deliver any material, code or functionality. This document is provided without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement. This document is for informational purposes and may not be incorporated into a contract. SAP assumes no responsibility for errors or omissions in this document, except if such damages were caused by SAP´s willful misconduct or gross negligence.
All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates, and they should not be relied upon in making purchasing decisions.
Legal disclaimer
© 2011 SAP AG. All rights reserved. 3
Today’s Presenters
Mickey Haynes
Mobility Solutions Executive - Global Business Development for Mobile in Retail, CPG, Hospitality, SAP
Rakesh Gandhi
Director, Mobile Solution Management, SAP
Bhushan Khadpe
Director, Product Management, Mobile Applications, SAP
© 2011 SAP AG. All rights reserved. 4
Successful retailers…… recognize that change is the only constant
Must rapidly seize technology and adapt to change
Online competition
Showrooming
Smartphones
Consumerization of IT
Trends… Loss of….
Basket size
Gross margin
Customer retention
Tolerance for error
Attract new customers
Skilled/experienced labor
© 2011 SAP AG. All rights reserved. 5
Successful retailers…… adapt and seize the opportunity
Growth, sustainability, transformation
Response ResultsEmpower associates with customer and product information
Enhance and personalize customer interaction
Collaborate with supply chain and other partners
Reduce customer churn
Reduce lost sales opportunities
Reverse margin shrinkage
Reduce losses/delays in productivity
© 2011 SAP AG. All rights reserved. 6
© 2011 SAP AG. All rights reserved. 7
consumers used smartphoneswhile in store. Up 134% fromlast year
of showrooming consumersask for better prices onfuture purchases
of retailers expectshowrooming to impact theirbusiness with an averagesales loss of 5%
of retailers have a strategyaddressing showroomingthis year
Online-only retailers continue to focus on price,winningover consumers, even when they are ina competitor’sphysical store
© 2011 SAP AG. All rights reserved. 8
increase in mobilesearches in 2012
conversion rate for mobilevs. print coupons
of people conductedshopping related searches
of people who see amobile ad take action.35% visit advertiser’s site
Mobile is a bright spot, enabling retailers to drive storetraffic, and empowering consumers to complete
their transaction, anywhere and anytime
© 2011 SAP AG. All rights reserved. 9
prefer reatilers that usepersonal information toimprove online shopping
want “relevant” adson their mobile device
want offers based on pastpurchases, on their phones,while in the store
Boost the store experience by empowering in-storeemployees – online retailers don’t have this opportunity
© 2011 SAP AG. All rights reserved. 10
Challenges of consumer mobility in retail
Complex & Constantly Evolving LandscapeMultiple mobile operating systems and device form factors increases complexity of design, development, testing and rollout
Continuous InnovationNew technologies such as mobile payments, NFC, barcodes, etc., require specialized skillsets
App FatigueConsumers do not want to download a single app from every brand with which they interact
Numerous Solutions & StakeholdersA successful mobile strategy includes web, apps, SMS, and third party integrators and incorporates direction from many stakeholders such as eCommerce, marketing, store experience, payments, sales, etc.
The Mobile Shopping Experience
© 2011 SAP AG. All rights reserved. 12
Mobile is shaping the shopping experienceMaking consumers more demanding
Mobile innovation has taken consumer expectations to another level
Immediate insight
Instant gratification
Personalized experiences
Social connections
© 2011 SAP AG. All rights reserved. 13
Consumers will become loyal to brands thatExceed their expectations by making them
Informed and empowered by relevant data
Comforted and confident as they transact in the moment
Rewarded by and closer to the brands they love
Inspired to evangelize
© 2011 SAP AG. All rights reserved. 14
Customer mobile strategyConsumer mobile commerce maturity lifecycle
Internet Shopping
Mobile
WebsiteTransact
Analyze & Market
Value Add Services
Engage
Mobile Loyalty & Wallet
Basic shopping list
Offers and Coupons
Store locator
Advanced shopping list with family collaboration
Product catalog, digital assets, recipes, search, scan, store prices & inventory
In-store Mobile POS & Check out
On device ordering, Mobile Payments, Mobile Wallet & Digital Receipts, Store pick up
Omni Channel integration
Personalized & relevant recommendation
Personalized, and location based offers & coupons
Personalized product catalog
Social sharing
Location based services & Instore location service
QR Code, Barcode Scan, NFC
Augmented reality
Consumer Self service, product registration, returns, etc.
Social Media – ratings, etc.
SAP Mobile Platform
365 Messaging
SAP customer Loyalty
SAP Mobile Platform
365 Messaging
Mobile Payment & Wallet
Extensible Shopping solution
SAP Mobile Platform
365 Messaging
SAP Precision Retailing
SAP Mobile Platform & Partner solution
Re-usable platform services
Mo
bil
e E
vo
luti
on
SAP Offerings
© 2012 SAP Canada. All rights reserved. 15Confidential
Enroll
Store Locator
Product catalog & digital content Push Messaging,
Alerts and SMS
Loyalty Account Management
Mobile Instore and Out of store
Shopping
Mobile Payment/Wallet
SAP Customer Loyalty 1.0.0Introduction to consumer mobile loyalty solution
Analyze & Personalized
Marketing
Offers, CouponsMobileServices
SAP Customer Loyalty
© 2012 SAP Canada. All rights reserved. 16Confidential
Consumer Enrolls
Illustrative use-case:Drive consumer loyalty
Consumer registers and gets loyalty card
online
Consumer learns about special
offers
Consumer enrolls with Retailer or Manufacturer
program
Receives Special Offer
Manage Loyalty & Wallet
ABC Retailer provides simple to use shopping list
with check off feature to drive
convenience
ABC Retailer creates
opportunities to cross-sell
consumers and increase basket
size
ABC Retailer personalizes the
shopping experience and
enrollment process with secure
registration or log on with Facebook
Consumer creates shopping list and plans shoppings
Shopping list
ABC Retailer strengthens consumer loyalty through reward program. Provides rich
experience to get loyalty card online and
store it in digital wallet.
Store locator
Consumer uses this feature to find
nearest store location l
Consumer locates nearest store and goes in store for
shopping.
© 2012 SAP Canada. All rights reserved. 17Confidential
SAP Customer Loyalty mobile solution
© 2012 SAP Canada. All rights reserved. 18Confidential
SAP Customer Loyalty mobile solution
© 2012 SAP Canada. All rights reserved. 19Confidential
SAP Customer Loyalty mobile solution
© 2012 SAP Canada. All rights reserved. 20Confidential
SAP Customer Loyalty mobile solution
© 2012 SAP Canada. All rights reserved. 21Confidential
SAP Customer Loyalty mobile solution
© 2012 SAP Canada. All rights reserved. 22Confidential
SAP Customer Loyalty mobile solution
© 2012 SAP Canada. All rights reserved. 23Confidential
SAP Customer Loyalty mobile solution
© 2012 SAP Canada. All rights reserved. 24Confidential
SAP Customer Loyalty mobile solution
© 2012 SAP Canada. All rights reserved. 25Confidential
SAP Customer Loyalty mobile solution
© 2012 SAP Canada. All rights reserved. 26Confidential
SAP Customer Loyalty mobile solution
© 2012 SAP Canada. All rights reserved. 27Confidential
SAP Customer Loyalty mobile solution
© 2012 SAP Canada. All rights reserved. 28Confidential
SAP Customer Loyalty mobile solution
© 2012 SAP Canada. All rights reserved. 29Confidential
SAP Customer Loyalty mobile solution
© 2012 SAP Canada. All rights reserved. 30Confidential
SAP Customer Loyalty mobile solution
© 2012 SAP Canada. All rights reserved. 31Confidential
SAP Customer Loyalty mobile solution
© 2012 SAP Canada. All rights reserved. 32Confidential
SAP Customer Loyalty mobile solution
© 2012 SAP Canada. All rights reserved. 33Confidential
SAP Customer Loyalty mobile solution
© 2012 SAP Canada. All rights reserved. 34Confidential
SAP Customer Loyalty mobile solution
© 2012 SAP Canada. All rights reserved. 35Confidential
SAP Customer Loyalty mobile solution
© 2012 SAP Canada. All rights reserved. 36Confidential
SAP Customer Loyalty mobile solution
© 2012 SAP Canada. All rights reserved. 37Confidential
SAP Customer Loyalty mobile solution
© 2012 SAP Canada. All rights reserved. 38Confidential
SAP Customer Loyalty mobile solution
© 2012 SAP Canada. All rights reserved. 39Confidential
SAP Customer Loyalty mobile solution
© 2012 SAP Canada. All rights reserved. 40Confidential
SAP Customer Loyalty mobile solution
© 2012 SAP Canada. All rights reserved. 41Confidential
SAP Customer Loyalty mobile solution
© 2012 SAP Canada. All rights reserved. 42Confidential
SAP Customer Loyalty mobile solution
© 2012 SAP Canada. All rights reserved. 43Confidential
SAP Customer Loyalty mobile solution
© 2012 SAP Canada. All rights reserved. 44Confidential
SAP Customer Loyalty mobile solution
© 2012 SAP Canada. All rights reserved. 45Confidential
SAP Customer Loyalty mobile solution
© 2012 SAP Canada. All rights reserved. 46Confidential
SAP Customer Loyalty mobile solution
© 2012 SAP Canada. All rights reserved. 47Confidential
SAP Customer Loyalty mobile solution
© 2012 SAP Canada. All rights reserved. 48Confidential
SAP Customer Loyalty mobile solution
© 2012 SAP Canada. All rights reserved. 49Confidential
SAP Customer Loyalty mobile solution
© 2012 SAP Canada. All rights reserved. 50Confidential
SAP Customer Loyalty mobile solution
© 2012 SAP Canada. All rights reserved. 51Confidential
SAP Customer Loyalty mobile solution
© 2012 SAP Canada. All rights reserved. 52Confidential
SAP Customer Loyalty mobile solution
© 2012 SAP Canada. All rights reserved. 53Confidential
Tue12th Dec
Redeemed 140
Mon10th Dec
Bonus 50Bonus
Wed12th Dec
Earned 250$125 spend
Fri14th Dec
Earned 1502 Refills
Sat15th Dec
Redeemed 200
Sun16th Dec
Earned 300$150 spend
SAP Customer Loyalty mobile solution
© 2012 SAP Canada. All rights reserved. 54Confidential
SAP Customer Loyalty mobile solution
© 2012 SAP Canada. All rights reserved. 55Confidential
Enhance consumer shopping experience
SAP Customer LoyaltyDrives Business Value
Repeat consumer
Increase consumer satisfaction and loyalty
Grow wallet share
Digitize coupons and Increase offer conversion rates
Maximize return on marketing spend
© 2012 SAP Canada. All rights reserved. 56Confidential
Q & A
?
Thank you
Rakesh GandhiDirector, Consumer Mobile Solution ManagementEmail: [email protected]
Contact information:
Bhushan KhadpeDirector, Consumer Mobile Product ManagementEmail: [email protected]
Michael “Mickey” HaynesMobile Center of ExcellenceEmail: [email protected]
Closing and Q&A
Participate in today’s TweetChat about wholesale distribution#MobileInsights
SAP Mobile Insights Webcast Series
http://bit.ly/sapmobileinsight
January 30th – Is Your Enterprise Ready to Scale Mobile Device Security?