2. AGENDA Is there a problem with
(wireless) bricks & mortar?
Clicks Bricks
What is the Next Generation
of Retail Stores?
What is Brand (Experience)?
5 Checkpoints for
Next Generation Stores
Convenience Experience
7. Mobile phone is
a Mickey Mouse of today
- has universal appeal
! Good news You are in this industry
! Bad news Everybody else want to be here too:
big boxes, convenience stores, departments
stores, grocery stores… online retailers
8. Is there a problem with
today’s wireless retail?
13. Zero Moment of Truth
! Online and in real time
! Consumer is in control
! Emotional
! Conversational
14.
15. Dreaming Model introduced
by FITCH, global
Exploring design consultancy
agency with 12
Locating offices around the
globe.
Shopping is anywhere,
anytime. Customer switches
between 3 mindsets
constantly, whether online,
in-store or out of store
16. Dreaming
In this mindstate, shoppers actively look for new
ideas and inspiration. They want to learn
something new, and have fun doing it.
17. Dreaming
In this mindstate, shoppers actively look for new
ideas and inspiration. They want to learn
something new, and have fun doing it.
18. Exploring
Here, the shopper is still open-minded, has few
options in mind but are open to suggestions. They
want to browse easily, find more information and
narrow their choices down.
19. Exploring
Here, the shopper is still open-minded, has few
options in mind but are open to suggestions. They
want to browse easily, find more information and
narrow their choices down.
20. Exploring
Here, the shopper is still open-minded, has few
options in mind but are open to suggestions. They
want to browse easily, find more information and
narrow their choices down.
21. Locating
In this mindstate, shoppers look for a specific thing
which they want it to be easy to find. Price plays a
big role here.
22. Current Bricks and
Mortar state
! Locating was enough, not anymore
! Exploring is the new differentiator
! Dreaming is still largely untapped
23. Is there a problem with
(wireless) bricks & mortar?
Clicks Bricks
What is the Next Generation of
Retail Stores?
What is Brand (Experience)?
5 Checkpoints for
Next Gen Stores
Convenience Experience
24. Deloitte Store 3.0
“
The role of the In fact, 85% of
physical space is respondents indicated
shifting from a that in five years,
1. Quality Products!
transactional model providing customers
2. Personalization! experiential
to an with a compelling
one, in which
3. Retailer as a Brand! brand experience will
customers have a become a primary role
personalized of the store, eclipsing
experience with the traditional shopping
brand. (79%)
25. Brand
Clarity, Consistency, Character
Clarity, Consistency, Big Idea
“Enabling communication between people”
26. 5 checkpoint for Next Generation Retail Stores
CONVENIENCE
ONLINE IN-STORE
RELATIONSHIP
EXPERIENCE
CHECKOUT ANYWHERE
IN-STORE EDUTAINMENT
SOCIAL HUB
28. Online In-Store
! Full personalization with efficient Locating and
Exploring with or without sales rep
! Immediate, contextual and transparent product
information, price, reviews
! Finding, paying and taking away the product in
seconds
! If not in stock, allowing immediate ordering,
drop ship or collect in store
30. Checkout Anywhere
! Best in-store experience
can be wiped out by bad
checkout experience
• Mobile POS
• Mobile payments
• Contactless payments
(NFC)
33. In-store edutainment
! Education, Entertainment
! Play Environments - utilize tablets, TV, phones
with variety of apps, for all demographics
! Engage as much senses as possible, vision,
hearing, touch…
! Give them reason to relax, be engaged and be in
Dreaming state of mind
! Tutorials, advice, quick fixes – be generous and
promote it
35. Social Hub
• Shopping is still a social experience, one of
people’s favorite pastime and ways to relax
• Sociability is one of the qualities of successful
public places
• Other qualities: accessibility, uses/activities and
comfort/image
38. “The amount of time a shopper
spends in a store is an important
factor in determining how much he
will buy. Over and over again, our
studies have shown a direct
relationship between those
numbers.”
Paco Underhill, EnviroSell
39.
40. “The amount of time a shopper
spends in a store is an important
factor in determining how much he
will buy. Over and over again, our
studies have shown a direct
relationship between those
numbers.”
Paco Underhill, EnviroSell
41. Social Hub
• Have flex space that can be
used for sales as well as other
uses and events
• Think wide demographic
• Consider seating
• In store design (if not carrier
constrained) consider biophilic
design elements
• Be local
42. Social Hub
! Main message - WE CARE
! Positive vibe inspires and motivates staff
! People love to SHARE good experiences
43. “Digital word of mouth is one-to-
millions. If you have a good experience,
it’s shared and re-shared with millions.
You post it and suddenly, it’s flying.”
Prof. Dave Reibstein, The Wharton School
45. ! Learn more - check the 5 part blog
on iQmetrix.com
! Share your thoughts, designs and
practice with us, lets make tools
together
! alenp@iQmetrix.com
