THE EVOLUTION OF SHOPPING

March 2012

PREPARED BY:Architect Partners

Dr. Phil Hendrix (IMMR)Special Thanks to Deepak Ravichandran

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TABLE OF CONTENTS

SHOPPING IS EVOLVING ..............................................................................................................................................

FRAMEWORK FOR UNDERSTANDING INNOVATION ...................................................

INNOVATORS ...................................................................................................................................................................................

31013

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SHOPPING IS EVOLVING

FRAMEWORK TOUNDERSTAND INNOVATION INNOVATORS

SHOPPING IS EVOLVING

MOBILE DEVICES ARE BECOMING INTEGRAL TO SHOPPING ...

IN - STORE

ONLINE

MOBILE

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FRAMEWORK TOUNDERSTAND INNOVATION INNOVATORS

SHOPPING IS EVOLVING

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IN -STORE ONLINE

MOBILEStore

MOBILE Rewards Zone

... COMPLEMENTING BOTH IN-STORE AND ONLINE.

BRANDS

FRAMEWORK TOUNDERSTAND INNOVATION INNOVATORS

SHOPPING IS EVOLVING

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ALSO, LOCATION AWARENESS IS NOW A GIVEN ...

FRAMEWORK TOUNDERSTAND INNOVATION INNOVATORS

SHOPPING IS EVOLVING

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WORD-OF-MOUTH TURBOCHARGED

CAN CONVEY PURCHASE INTENT

DEMONSTRATES INTERESTS AND DESIRES

PROVIDES REAL-TIME CUSTOMER FEEDBACK

... AND SOCIAL SIGNALS BRING NEW INSIGHTS.

FRAMEWORK TOUNDERSTAND INNOVATION INNOVATORS

SHOPPING IS EVOLVING

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INCREASE TRAFFIC

INCREASE CONVERSION

INCREASE TRANSACTION SIZE

IMPROVE SATISFACTION

WHY SHOULD RETAILERS & BRANDS CARE?

Get customers shopping, in your store

Get customers to buy now

Get customers to buy more

Get customers to repeat

STORE

ONLINE

MOBILE

FRAMEWORK TOUNDERSTAND INNOVATION INNOVATORS

SHOPPING IS EVOLVING

Integrating in-store, on-line and mobile shopping increasingly essential.

Marketing messages are everywhere and increasingly personalized.

Customers embracing powerful mobile shopping tools, resources and information. Happening both outside and inside stores.

Collecting data and converting into actionable insights and actions, increasingly real-time. Mobile, location and social bring new, extremely valuable datasets.

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SHOPPING AS AN INTEGRATED EXPERIENCE

PERSONALIZED MARKETING

EASIER OPTION DISCOVERY AND PRE-PURCHASE RESEARCH

HARVESTING DATA AND TRANSLATE INTO INSIGHTS

KEY THEMES DRIVING INNOVATION

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FRAMEWORK TO UNDERSTAND INNOVATION

FRAMEWORK TOUNDERSTAND INNOVATION INNOVATORS

SHOPPING IS EVOLVING

THE FUNDAMENTALS OF SHOPPING STILL STAND ...

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HELP THEM LEARN

HELPTHEMPAY

ENCOURAGE &MANAGE SOCIAL

SIGNALS

CONVERT TOPURCHASER

ATTRACTCUSTOMER

ENCOURAGE REPEAT

SUGGEST ADDITIONAL PURCHASES

FRAMEWORK TOUNDERSTAND INNOVATION INNOVATORS

SHOPPING IS EVOLVING

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HELP THEM LEARN

HELPTHEMPAY

ENCOURAGE &MANAGE SOCIAL

SIGNALS

CONVERT TOPURCHASER

ATTRACTCUSTOMER

ENCOURAGE REPEAT

SUGGEST ADDITIONAL PURCHASES

SO, LET’S USE THIS FRAMEWORK FOR CONTEXT

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INNOVATORS

FRAMEWORK TOUNDERSTAND INNOVATION

SHOPPING IS EVOLVING INNOVATORS

HELP THEM LEARN

SUGGEST ADDITIONAL PURCHASES

HELP THEM PAY

ENCOURAGE & MANAGE SOCIAL

SIGNALS

CONVERT TO PURCHASER

ENCOURAGE REPEAT

ATTRACT CUSTOMER

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Search + SEM

ADVERTISING PROMOTION

Coupons

Deals

Flash Sales

Location Specialist

CREATE SOCIAL SIGNALS

Display &In-Application

Social

Video

SMS / Text

Email

MARKETING MANAGEMENT

E-/MOBILE COMMERCE PLATFORM

SUGGEST ADDITIONAL PURCHASES

HELP THEM PAY

ENCOURAGE & MANAGE SOCIAL

SIGNALS

CONVERT TO PURCHASER

ENCOURAGE REPEAT

ATTRACT CUSTOMER

SHOPPING IS EVOLVING

FRAMEWORK TOUNDERSTAND INNOVATION INNOVATORS

HELP THEM LEARN

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REVIEWS

PRICE AND AVAILABILITY

AUGMENTED REALITY

IN-STORE ASSISTED SELLING

IN-STORE NAVIGATION

ONLINE MERCHANDISING / PERSONALIZATION

HELP THEM LEARN

SUGGEST ADDITIONAL PURCHASES

HELP THEM PAY

ENCOURAGE & MANAGE SOCIAL

SIGNALS

ENCOURAGE REPEAT

ATTRACT CUSTOMER

SHOPPING IS EVOLVING

FRAMEWORK TOUNDERSTAND INNOVATION INNOVATORS

CONVERT TO PURCHASER

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CONVERSION MANAGEMENT

DISTRIBUTED STORE PLATFORM

AD RETARGETING

HELP THEM LEARN

HELP THEM PAY

ENCOURAGE & MANAGE SOCIAL

SIGNALS

CONVERT TO PURCHASER

ENCOURAGE REPEAT

ATTRACT CUSTOMER

SHOPPING IS EVOLVING

FRAMEWORK TOUNDERSTAND INNOVATION INNOVATORS

SUGGEST ADDITIONAL PURCHASES

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UPSELL / CROSS-SELL RECOMMENDATIONS

IN-STORE ASSISTED SELLING

AD RETARGETING

HELP THEM LEARN

SUGGEST ADDITIONAL PURCHASES

ENCOURAGE & MANAGE SOCIAL

SIGNALS

CONVERT TO PURCHASER

ENCOURAGE REPEAT

ATTRACT CUSTOMER

SHOPPING IS EVOLVING

FRAMEWORK TOUNDERSTAND INNOVATION INNOVATORS

HELP THEM PAY

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MOBILE WALLET

CARRIER BILLING

VIRTUAL CURRENCY

PAYMENT INFRASTRUCTURE

HELP THEM LEARN

SUGGEST ADDITIONAL PURCHASES

HELP THEM PAY

CONVERT TO PURCHASER

ENCOURAGE REPEAT

ATTRACT CUSTOMER

SHOPPING IS EVOLVING

FRAMEWORK TOUNDERSTAND INNOVATION INNOVATORS

ENCOURAGE & MANAGE SOCIAL

SIGNALS

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SOCIAL NETWORKS

SHARE PURCHASES

REVIEW

SOCIAL NETWORK ENGAGEMENT & MONITORING

SOCIAL REFERRAL PLATFORM

HELP THEM LEARN

SUGGEST ADDITIONAL PURCHASES

HELP THEM PAY

ENCOURAGE & MANAGE SOCIAL

SIGNALS

CONVERT TO PURCHASER

ATTRACT CUSTOMER

SHOPPING IS EVOLVING

FRAMEWORK TOUNDERSTAND INNOVATION INNOVATORS

ENCOURAGE REPEAT

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LOYALTY & REWARDS

CLIENTING SOFTWARE

CUSTOMER SUPPORT

BRANDED APPLICATIONS

Numerous Service Providers

HELP THEM LEARN

SUGGEST ADDITIONAL PURCHASES

HELP THEM PAY

ENCOURAGE & MANAGE SOCIAL

SIGNALS

CONVERT TO PURCHASER

ENCOURAGE REPEAT

ATTRACT CUSTOMER

SHOPPING IS EVOLVING

FRAMEWORK TOUNDERSTAND INNOVATION INNOVATORS

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SPECIALISTSESTABLISHED VENDORS