Posts Tagged ‘experience’

Visual Vitality for Retail Locations

August 18, 2016

Anti-boring store

B-o-r-i-n-g ! While some may say it and others are thinking it about a retail location, you can bet that consumers will be voting with their feet and not just their wallets on a possible future visit. Without the visit the conversion opportunity is lost, and so for lack of customer experience, the kingdom is lost.

March 28-30, 2016 in Las Vegas will be an interesting time for retailers. GlobalShop will feature education sessions and the show floor will include about 800 providers of design services, flooring, lighting and fixtures, all intended to make the retail location interesting enough earn a patron visits. Layout and fixtures will be planned, purchased and installed, and the store will be locked into that design and experience for many, many months to come.

From season to season, calendar event to calendar event, little will change until the brand that year-over-year traffic is declining, the shopper loop is more shallow and dwell time is shortening. Staff turnover may even become an increasing cost factor as associates become complacent or even leave for places that offer more income potential and fun.

Meanwhile, at the same time at the Las Vegas convention center at the other end of the strip, the 13th annual Digital Signage Expo (DSE) will be in full swing presenting solutions to the problem of how to make retail locations better, and at minimal investment.

Vendors, including LG (which many claimed “stole the DSE16 show”) will show how vitality, ambiance and positive energy can dramatically escalate the customer experience with compelling, relevant, better targeted in-store visuals.

GlobalShop delegates who care most about their brand identity and cost-effective retail design will likely make their way to DSE to visit LG and others of the almost 200 providers, many of which partner with LG. Perhaps they’ll hit the high points of GlobalShop on March 28-29 and visit the DSE show floor on March 29-30.

Organic Light Emitting Diode (OLED) displays were unveiled last year and will be on full display again this year at DSE by LG.

The vibrant colors of images presented, the Wow-factor in fashion, outdoor, destination, action and lifestyle media that can make the store a destination and the ultra-thin, modern form factor that can fit into any store design or architecture makes OLED from LG a digital display that can attract traffic, increase dwell time and amplify the brands like no other retail device.

The inherent ability of digital signage to present images that are most suited to day and time, and the major calendar events of consumer’s lives, mean that store refreshment and messaging relevance are as simple as posting new media materials through an easy to use media management desktop.

When attracting attention matters, nothing suits retail vitality, brand alignment and conversion messaging like digital signage. And no digital signage display is as compelling to consumers as OLEDs from LG.

 

Lyle Bunn is an independent analyst, advisor and educator providing digital place based media subject matter expertise. He has assisted hundreds of organizations, published more than 350 articles, whitepapers and guides and helped to train more than 10,000 professionals. Lyle is a member of the Consultant Advisory Counsel of Digital Signage Expo and serves as a “BrainTrust” commentator of RetailWire. www.LyleBunn.com

Museums offer Good Customer Experience Lessons

August 1, 2016

Museum - worlds

“Our location is all about the experience, the learning and the inspiration” said David Humphries, Chief Information Officer of the Perot Museum of Nature and Science in Dallas, TX in hosting a tour of the facility for delegates of the ICX Customer Experience Summit.

Since museums must deliver an experience worthy of it being a destination and re-visit, a museum offers insights to retailers and other customer-facing organizations that seek to earn a consumer visit.

“We intend to inspire minds through an encyclopedic space that tries to address a wide range of disciplines in nature and science” said Mike Spiewak, Perot Museum Senior Director of Exhibits.

Consumers are willing to pay for the privilege and pleasure of a museum visit, typically many times annually, while retailers are losing sleep on how to earn a consumer visit, through which visitor needs, wants and aspirations can be met.

Retailers can take note of how digital place-based media can add vitality, discovery, information exchange and improved visit experience.

Many of the Perot Museum exhibits either included or were centered around a digital media experience. These ranged from sensor-triggered musical notes as patrons go up or down stairs to a panoramic view of the planet Mars presented on synchronized LED flat panels. Common approaches included gestural interactivity, touch screens, video walls and information display. One of the most engaging exhibits launches Ping Pong balls based on brain wave activity detected through forehead and earlobe sensors.

The museum visit experience offers the following lessons and guiding principles on digitally-enabled customer engagement:

  • It has to work. Digital experiences that are not operational (one exhibit display was closed for upgrade at the Museum) easily disappoint and de-brand unless an adequate explanation is provided.
  • “Cause and Effect” defines one of the most powerful paradigms of patron digital engagement, and it can be the basis of the gestural, touch screen and other interactivity.
  • “Learning styles must be considered to achieve impactful engagement” notes Humphries, adding that “people can learn through text, photographs, video or animated images that are published or interactive”.
  • Macro motor movement such as running, walking, climbing, stepping and other movement of body, leg, arm, head, etc. are the most engaging. These physically immersive experiences can be augmented with digital media to support the cause and effect, or augment the experience with a scoring or visualization.

Patrons experiences can include building it, playing with it or operating it.

Some commercial examples of applying these principles are available.

  • The Royal Bank of Canada invites patrons to place the coins from their pocket or purse on a table, which when detected illustrates how saving the amount of the coins could result in savings growth over time.
  • McDonalds invites guests to build their burger or place and pay for their order through a touch screen kiosk. By “gamifying” the order process they are also able reduce order counter staff requirements.
  • Retailers sometimes pose multiple choice questions as a way to provide information about product features and benefits. A suitable winter coat is more easily sold when customers are asked the actual temperature based on the combination of thermometer reading, wind chill and humidity.
  • A patron photo can be placed into a magazine cover template or morphed into a movie character that can then be emailed to the patron to help amplify a brand.

Flat panels bring a new level of engagement wherever they contribute to a memorable visit experience. Where a museum or science center can charge an admission or annual membership fee based on their thoughtful application of digital place-based media, retailers and brands can be rewarded by customer purchases, visits and loyalty.

Lyle Bunn is an independent analyst, advisor and educator related to digital place-based signage who has assisted hundreds of organizations, published over 350 articles, whitepapers and guidebooks and helped to train over 10,000 end user and supply professionals. Lyle@LyleBunn.com

Digital Signage Addresses Customer Experience Problems

August 1, 2016

Cust Loyalty wordal

Customer experience (CX) drives revenues in retail, food services and consumer service locations. The benefits of branding, merchandising and improvement to the ambiance, vitality and staff communications that are provided simultaneously at locations by digital signage serves CX goals.

As North American retailers invest over $125 billion in technologies annually to manage operations, cut costs and improve customer experience, digital signage is one of the high growth elements of this investment.

In a Temkin Group survey, 55% of brands indicated their intentions to improve CX because satisfied customers purchase more, forgive the brand for breakdowns more readily, have greater trust for the brand and are more willing to recommend the brand.

Gartner, Inc., the world’s leading information technology research provider noted that 47% of the 4,000 CX Executives worldwide currently use digital and e-commerce strategies to support goal achievement. Digital media is one of the 50 CX projects that billion dollar companies are currently focused on noted said Ed Thompson, Garner VP and Distinguished Analyst. He added that $100 million firms typically have a dozen major CX projects moving forward at any one time.

According to Gartner research, 31% of projects are funded by Marketing and 15% by the Customer Experience function.

CX is heavily focused on metrics and analysis since in creating strategies, knowledge is powerful.

If “power” is defined as the abilty to effect outcomes, the power of consumers to impact the success of brands and retailers has never been greater. It is on his basis that Voice of the Customer programs within the marketing function have such importance.

But beyond their ABC of attention, browse and comments, consumers provide feedback by their actions, interactions and transactions. The “big data” that describes the brand engagement experience holds the key to brand success. It is the 1-2 punch of analysis followed by actions that makes data useful to validating investment.

“Not all people matter equally to the business” says Paul Pacheco, SVP, Customer Strategies, TNS Canada in describing that an occasional patron is less important to the business than a loyal, high volume patron. TNS recommends that brands focus on the optimizing and improving the touch points for the people that matter most.

Lyle@LyleBunn.com.. See other Customer experiences resources here.