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Dynatrace is the innovator behind the new generation of Application Performan...
Pollinating a Sweet Omnichannel Experience
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Pollinating a Sweet Omnichannel Experience

The more digital your customers become, the more individual their buying experience will be. Like bees to the hive, their journey can be random—taking any path, any time, doubling back or going elsewhere. The one thing you can count on is that they all want a flawless trip, no matter what path they choose. Digital masters understand this, getting customers to the hive happy and buzzing about the experience. Begin your omnichannel strategy here: http://www.dynatrace.com/en/initiatives/mobile-omni-channel.html
Published on: Mar 4, 2016
Published in: Technology      
Source: www.slideshare.net


Transcripts - Pollinating a Sweet Omnichannel Experience

  • 1. STORE SALE APP $XX $XX $XX 4.17.15 299_IG_jw Dynatrace is the innovator behind the new generation of Application Performance Management. Our passion: helping customers, large and small, see their applications and digital channels through the lens of end users. Over 5,800 organizations use these insights to master complexity, gain operational agility, and grow revenue by delivering amazing user experiences. 1 Gaining mobile shopping traction requires retailers to think beyond payment, Brent Cohler, director of mobile product marketing at SAP, Feb. 21, 2014, http://www.mobilepaymentstoday.com/articles/gaining-mobile-shopping-traction-requires-retailers-to-think-beyond-payment/ • 2 Bank’s Digital Sales Results Increase 36% With Improved Onboarding, Jan 6 2015, Jim Marous, Publisher, Retail Banking Strategies for The Financial Brand and Publisher, http://thefinancialbrand.com/47761/digital-banking-lending-account-opening-onboarding/ • 3 What's driving tomorrow's retail experience? 2012, Motorola Solutions, https://secure.rm.motorolasolutions.com/forms/RetailofTomorrowWP/?mls=wsid=301&mls=ws • 4 Report: 2014 Christmas Shopping in Europe, Perform or Perish! Digital Shopping on Track to Unseat In-Store Shopping, Dec 3 2014, Dynatrace, http://www.dynatrace.com/content/dam/en/general/2014holiday_report_emea.pdf • 5 Swirl Releases Results of Retail Store Beacon Marketing Campaigns, November 25, 2014, http://www.swirl.com/swirl-releases-results-retail-store-beacon-marketing-campaigns/ • 6 Holidays 2014,: What Retailers Need to Know, Nov 19 2014, Dynatrace, http://www.dynatrace.com/content/dam/en/info/2014Holiday_infographic.pdf • 7 Customer Experience In The Post-PC Era, Tony Costa, December 2, 2014, https://www.forrester.com/Customer+Experience+In+The+PostPC+Era/fulltext/-/E-res93083#AST988558 • 8 Holidays 2014,: What Retailers Need to Know, Nov 19 2014, Dynatrace, http://www.dynatrace.com/content/dam/en/info/2014Holiday_infographic.pdf • 9 Conversion techniques for the cross-channel, multi-device buyer, Sept 30 2014, Shop.org Summit 2014, http://eba4cabbb25aaebe2475-1af446bbc498aa108c6ee7b6388b9fa1.r49.cf2.rackcdn.com/Conversion_Techniques_Nicholls.pdf • 10 Holidays 2014,: What Retailers Need to Know, Nov 19 2014, Dynatrace, http://www.dynatrace.com/content/dam/en/info/2014Holiday_infographic.pdf • 11 Shopping, Productivity and Messaging Give Mobile Another Stunning Growth Year, Simon Khalaf, January 6, 2015, http://www.flurry.com/blog/flurry-insights/shopping-productivity-and-messaging-give-mobile-another-stunning-growth-year#.VR8GuEJeQzw/growth-year#.VR8GuEJeQzw • 12 Mobile 500 2015 Edition, Ranking the World's largest Mobile Commerce Business, Aug. 19, 2014, Internet Retailer, http://www.top500guide.com/assets/1/7/2015_Mobile500_Editorial.pdf • 13 Take Stock In Customer Experience Leaders, Bruce Temkin, Forrester, March 12, 2010, http://blogs.forrester.com/bruce_temkin/10-03-12-take_stock_customer_experience_leaders • 14 Performance and Monitoring Tools: The key to success for e-retailers during the holiday shopping season, Feb 20 2015, Internet Retailer, http://images.internetretailer.com/IR/Collections/022015_AppDynamics_Report_IR.pdf • 15 Shopping Centers: America’s First and Foremost Marketplace, October 14, 2014, International Council of Shopping Centers, http://www.icsc.org/uploads/research/general/America-Marketplace.pdf of shoppers looked online before purchasing in-store3 of online shoppers who started on a smartphone continued on a PC7 Omnichannel customers tend to shop more frequently and spendMOBILE ONLINE EXPERIENCE The more digital your customers become, the more individual their buying experience will be. Like bees to the hive, their journey can be random—taking any path, any time, doubling back or going elsewhere. The one thing you can count on is that they all want a flawless trip, no matter what path they choose. Digital masters understand this, getting customers to the hive happy and buzzing about the experience. Pollinating a Sweet Omnichannel Experience of shoppers use multiple channels to purchase2 80% of shoppers say their mobile devices influence purchasing decisions1 shopping apps session growth last year on iOS and Android11 80% will abandon sites or apps with errors or crashes8 86% of customers who have a bad first experience with a retailer's app will never give it a second chance14 Worldwide, 44% will air their shopping frustration on social media with some countries as high as 61%10 MOBILE WEB $ Track all shoppers actions across all channels (web, mobile web and mobile apps). USER BEHAVIOR Unlike traditional analytics, know why they leave— not just where...and assess business impact CUSTOMER EXPERIENCE MANAGEMENT Predict the future and get it right, before the first user clicks. Monitor third parties and key SLAs. LAUNCH READINESS are likely to recommend you and your products after a superior buying experience13 devices across 1.5 channels on their on their buying journey9 67% 95% Shoppers use an average of 2.6 174% 80% 16.6% 3.5 times more than single-channel shoppers15 83% Learn more at dynatrace.com Business leaders agree that high-performing omnichannel programs and great customer experiences are critical for their bottom line. 58% use a mobile app while shoping in stores4 73% of shoppers are more likely to purchase during their store visit with mobile messages and offers5 68% who comparison shop online while in store leave to purchase elsewhere6 in 2014 —that's 4x eCommerce growth12 2014 mobile revenue for top 500 retailers, excluding eBay, up

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