INCREASE SHOPPER LOYALTY AND IMPROVE SALES: RETAILERS AND MANUFACTURERS COLLABORATE FOR SUCCESS AT RETAIL WITH INMAR INSTORE

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1 INCREASE SHOPPER LOYALTY AND IMPROVE SALES: RETAILERS AND MANUFACTURERS COLLABORATE FOR SUCCESS AT RETAIL WITH INMAR INSTORE Rob Small Senior Director, Supply Chain

2 Why a shopper experience monitoring service?... 2

3 Your customer has evolved to an omni-channel shopper Shoppers expect to see the same deals, data and inventory across all channels, seamlessly, when they want it. 3

4 Customers are making decisions at the store and at home and they are sharing their experiences Stimulus Zero moment of truth First moment of truth Second moment of truth Ultimate moment of truth Awareness Social discovery Consideration to purchase Experience Shared experience 88% 88% of shoppers are more likely to choose a company that allows them to interact via an online mobile or self-service device. Source: Moment of Truth 4

5 Even though your customer is omni-channel, you should care about your in-store shopper experience because 76% 68% of grocery shoppers are making decisions in-store. 1 of buying decisions are unplanned. Practitioners believe that effective shopper marketing is increasingly important to achieve success in the marketplace. 5 Sources: gmaline.com/ 5

6 Customers still want to go shopping, but their expectations are ever increasing Brick and mortar stores in no danger of going away soon. Research shows that shoppers across the world still see physical stores as the most preferred shopping channel. In-store 54% On web 30% Mobile app 13% Social media 7% Source: 6

7 While in the store, shoppers expectations are high ^ Gruen, Thomas W. and Daniel Corsten (2008), A Comprehensive Guide to Retail Out-of-Stock Reduction in the Fast-Moving Consumer Goods Industry, Grocery Manufacturers of America, Washington, DC, ISBN f Purchase Advertising International, 7

8 While in the store, shoppers expectations are high Source: 8

9 Brands and retailers have a vested interest in improving the in-store experience for their common asset the shopper. Shopper Manufacturer Retailer 9

10 How do you ensure you re delivering the best possible shopper experience? What gets measured gets done. Peter Drucker Author of In Search of Excellence 10

11 Data are your key to understanding compliance and the root cause, making improvements and impacting your consumer s ultimate moment of truth 11

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13 Mobile technology enables real-time insights PERFORMANCE ANALYTICS AND INSIGHT EXPERIENCED FIELD ANALYSTS Or your own field resources MOBILE TECHNOLOGY 13

14 Real-time insights into performance in store PERFORMANCE ANALYTICS & INSIGHT Is the new / promoted product fully stocked On the Display? In the Primary Stock Location? How does the new product look on the shelf? Is promotional display on the floor? Is in-store signage up and in its proper place? How are shoppers responding to that new package? What are shoppers saying about our new store layout? 14

15 Identify opportunities through actionable analytics 15

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17 Inmar offers a variety of InSTORE usage options: Retail shelf studies Packaging Inventory aging On-shelf availability Quality studies Sample retrieval Destructive testing Competitive intelligence Recall retrieval Auditable Close events quickly Shopper feedback Brand Protection Product Authentication Retail compliance Shelf management Promotions/displays 17

18 Not only will you improve the shopper experience You will improve your profitability. 18

19 Jump up ^ Gruen, Thomas W. and Daniel Corsten (2008), A Comprehensive Guide to Retail Out-of-Stock Reduction in the Fast-Moving Consumer Goods Industry, Grocery Manufacturers of America, Washington, DC, ISBN Aastrup, J. and Kotzab, H. (2010), "Forty years of out-of-stock research and shelves are still empty", International Review of Retail, Distribution & Consumer Research, Vol. 20 No. 1, pp ^ Jump up to: a b c d e Gruen, Thomas W., Daniel Corsten and Sundar Bharadwaj (2002). Retail Out of Stocks: A Worldwide Examination of Causes, Rates, and Consumer Responses. Washington, D.C.: Grocery Manufacturers of America

20 Remember as you implement.. What gets measured gets done. Peter Drucker Author of In Search of Excellence 20

21 Rob Small

22 Click the survey button found on the session page. 22

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