the “always open” storefront: driving retail revenue through digital channels

Chris [email protected] Global Head – Growth, Strategy and Marketing

www.teamhgs.com

The “Always Open” Storefront: Driving Retail Revenue through Digital Channels

@teamhgs

https://twitter.com/Team_HGS

2 HGS Confidential – www.teamhgs.comDriving Retail Revenue through Digital Channels April 15, 2023

Canadian Retail Landscape is Evolving

Source - Globe and Mail, Report on Business – Saturday May 9, 2015

“Retail Sector posted a loss of 20,500 workers” as “retailers eliminated thousands of sales, cashiers and clerk positions”… now four months in a row


CustomerOptimizing the

Experience…helping our Clients

to BecomeMore Competitive

“

”

@teamhgs


Consumer Engagement is Still Changing

Right Channel. Right Time. Right Convenience.

Chan

nel

ConvenienceExpectation

@teamhgs


How Consumer Engagement is Rapidly EvolvingMore new channels, self-service and social will make dramatic gains; while voice and IVR based interactions will drop dramatically

SELF-SERVICE

2014

65%

20%

7%

2018

22%

30%

28%

Source: Gartner 2014

Not all channels represented on this slide, see appendix


Retail Industry

In person shopping drops dramatically with reduced shopping frequency

Daily

Weekly

Monthly

Few times a year

Once a year

Never

8%

28%

34%

24%

3%

2%

3%

17%

34%

34%

7%

4%

3%

8%

13%

16%

7%

52%

2%

8%

14%

15%

6%

54%

Products purchase frequency (in-store vs. online channels)

In-store Online via PC Online via mobile/smartphone Online via tablet

Daily shopper in-store and online are equal @teamhgs


Retail Channels PreferencesFactors driving customer purchase - Online vs. Bricks & Mortar Shopping

61% 53% 46% 44%27% 27% 23% 21%28% 24% 16%

29%16% 7% 9% 11%

Advantage OnlineOnline Bricks & Mortar

Hassle-free returns

Routinely shopping there already

Can buy multiple things at

the same time

Get products sooner

See and feel before buying

10%21% 23% 16% 9%

35% 39% 44%53% 58%

Advantage Bricks & MortarOnline Bricks & Mortar

Source: GFK FutureBuy 2014 report

http://www.gfk.com/Documents/GfK-FutureBuy-2014.pdf




Consumer Engagement is Still Changing

Right Channel. Right Time. Right Convenience.

3X decrease in voice

4X increase in social media

Chan

nel

ConvenienceExpectation

Save money and easy to do business - onlineVs.

Touch it and Feel it – in store

Daily shopper in-store and online are equal

24X7X365

Easy to do business.

@teamhgs


Customer Life Cycle

Consumers interact at many different end-to-end lifecycle points

Consider

1

Shop

2

Buy

3

Fulfill andDeliver

4

Activate /Setup

5

Bill, Transactional

Reporting, Claims

6

Pay and Collect

7

Compliments, Inquiries and Complaints

8

Fix, Repair, General Support

9

Track, Moves Changes,

Adjustments

10

Leave / Terminate

11

@teamhgs

April 15, 202310 HGS Confidential – www.teamhgs.comDriving Retail Revenue through Digital Channels

Unified Customer Experience strategy creates value for our clients, and their customers

Unified Customer Experience Strategy

Voice

SMS

Mobile Apps

Chat

Email

Online Self Service

IVR

Social Media

Video Chat

Website

Revenue generation and optimization

Customer Experience – with NPS/RTF measure of loyalty

Availability – Always open

Ease of doing business – How the customer prefers

Brand management across consumer channels

Business and cost transformation

Enabling the Optimized Consumer Journey… with clear objectives in mind

“Consumer Strategy”


Optimizing the customer journey with a unified experience


The Customer’s Online Journey Begins Here

Customer self service portal is open for business 24/7

@teamhgs


Always Open, Easy Experience

Infiniti Concierge(brings showroom to your HOME)



Step 1 Step 3Step 2

Infiniti Concierge(brings showroom to your HOME)

Let me send you the latest

brochure.



Infiniti Concierge(brings showroom to your TABLET)



Infiniti Concierge(brings showroom to your MOBILE)


Complaints as Opportunities

Consumers who have never had a problem are less loyal than those who had their problem resolved…

Source : BenchmarkPortal Inc / Purdue University

Re-PurchaseProbabilityCustomer Situation

78%

32%

89%

Purchased product and you had no problems

Product had problems and you had a poor customer service experience

Product had problems and you had a positive customer service experience

@teamhgs


Turing Compliments into Repeat Purchases

Customer has negative experience

at one of 14,000 restaurant locations

“Easy to Find”

Contact Customer Service

“Always Open”

Phone, Email, Twitter, Facebook

“Personalized”

HGS provides personalized interactions

Fulfillment services, personalized letterscoupons, gift cards

Recorded conversation sent to

franchise owners

“Easy to do Business”

Franchise owners follow up

Customer for Life


What the “Always Open Digital Storefront” Is

Easy to find Integrated across channels Multiple entry points Multiple forms of support Easy to do business 24X7X365

@teamhgs




Visit HGS at Booth 17

https://www.youtube.com/watch?v=IZ8VPpTh9F0

http://www.teamhgs.com/thought-leadership/videos @teamhgs



http://www.teamhgs.com/thought-leadership/videos

http://www.teamhgs.com/thought-leadership/videos


the “always open” storefront: driving retail revenue through digital channels

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