Mobile In The Workplace. What Are You So Afraid Of?
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Mobile In The Workplace. What Are You So Afraid Of?
- 4. #RSPS15 About Retail TouchPoints ü Launched in 2007 ü Over 30,000 retail subscribers ü To provide executives with relevant, insightful content across a variety of digital medium Sign up for our weekly newsletter: www.retailtouchpoints.com/subscribe
- 6. MOBILE IN THE WORKPLACE: What Are You So Afraid Of?
- 7. TODAY’S AGENDA Quick Background 1 2 Demographics 3 The 2 Sides 4 Other Voices 5 Putting It All Together
- 11. So, Are You Currently Using Mobile?
- 12. THOSE WHO HAVE SAID NO...
- 13. WHAT ARE YOU SO AFRAID OF? Distractions Actual & Perceived
- 14. Vikki V. Walked into [a well known electronics store] and for once I actually did need help being pointed in the right direction. Typically there are greeters, but not this morning so I looked around for help. There was one associate who was in the corner so you couldn’t really see him and he was smiling and typing into his phone something. Smiling at the phone, not at me. Might have been work related, might not. But it looked BAD. So I stood there looking at him. After about 30 sec he looks up and his face turns BRIGHT red and he nearly drops the phone and says “I’m so sorry, did you need something?” I asked about a return and he directs me to the other side and apologizes again. “ “ Who has had a memorable store experience involving an associate or manager using a mobile device? Good, bad or ugly???
- 15. THOSE WHO HAVE SAID YES...
- 16. WHAT ARE THEY DOING?
- 17. Vikki V. “ Who has had a memorable store experience involving an associate or manager using a mobile device? Good, bad or ugly??? On that very same trip to [a well known electronics store], I was casually browsing the bluetooth speakers when I was approached by a sales associate. He recommended a specific option but there was no floor sample. On top of that, they seemed to only have turquoise and pink, but not black or gray which I’d prefer. He checks stock right there on his phone and says they should have a black one in the back. He takes a turquoise one off the shelf, pulls it out of the box and makes sure it’s charged, pairs it with his phone and has sample songs already loaded for me to choose from. He leaves his phone there with me to listen to the speaker while he goes and finds a black one, just in case. The sound turns out to be really amazing. I would never have guessed. When he comes back we test out another speaker using his phone again and ultimately I buy the one he recommended in the black color that I preferred. I walked in only to return something and walked out with a new bluetooth speaker. I was impressed. “
- 18. John S. I was at my local [Home & Garden Store] last weekend and their associate used a mobile device to quickly verify available stock for a light fixture I needed several of. The additional stock turned out to be on top of their very high shelving. Having the device provided the associate with the ability to confirm the product was there before he retrieved a ladder to climb up and get the product. It really sped up the whole process. “ “ Who has had a memorable store experience involving an associate or manager using a mobile device? Good, bad or ugly???
- 19. Carrissa S. “ Who has had a memorable store experience involving an associate or manager using a mobile device? Good, bad or ugly??? Greg J. When dining at fine restaurants, I like when waiters can leave a tablet containing a wine list with ratings and information about each wine. Really helps the selection process. “ Tried out a new restaurant in town for the first time and after being seated, the waiter comes by and simply drops off an ipad for us to order. No “is this your first time” or “here is how it works, do you have any questions” type thing. I’m all for technology but it felt robotic. Very odd. “
- 20. Greg J. My wife and I are in [Women’s Clothing Store] and she is rifling through a rack of shirts looking for a specific size/color. An associate with a tablet notices and begins interacting with her. The associate quickly determines the desired item is out of stock and offers to have it shipped out for free from another location. The credit card transaction is run right there in the middle of the store and we walk out a couple minutes later. I was happy to get out of there quick and my wife was happy to get exactly what she wanted. Everybody wins :)“ “ Who has had a memorable store experience involving an associate or manager using a mobile device? Good, bad or ugly???
- 21. Employee to Customer Higher Conversion Rates Increased Basket Size Uptick in Loyalty Members Better One-on-One Interaction EMPLOYEE ENGAGEMENT Employee to Manager Better Communication Between Employees & Managers Employee Increased Retention Rates Better Brand Advocates Increased Use of Education Programs HOW IS IT GOING?
- 22. EMPLOYEE ENGAGEMENT HOW IS IT GOING?
- 23. ⅔ Company Provided ½ iOS ⅓ BYOD ½ Android WHAT ARE THEY USING?
- 25. 56% of Store Managers believe more real time information could better ensure customer satisfaction.* 75% of employees believe Store Managers could be more effective in managing employees and operational process if empowered with better technology and information.* Customers 55% of customers say they are likely to favor a store with advanced mobile capabilities. (Only 27% have experienced already) Favor meaning… 24% willing to drive further 20% willing to pay a little more 39% buying more per visit 66% shopping with retailer more ** 65% of employees believe they could better service customers if they were mobile empowered.* EmployeesManagers * Motorola Solutions Shopping Study (2014) ** How Mobile Engagement is Reinventing Brick and Mortar Retail: Integrated Solutions for Retailers (2014)
- 26. WHAT DOES THIS ALL MEAN?
- 27. PUTTING IT ALL TOGETHER Becoming a matter of when, not if... One Primary Concern Expanding Uses & Benefits Growing Customer & Employee Expectations Distractions Actual & Perceived
- 28. WHERE TO GO FROM HERE?