GE Capital Global Holdings LLC NT
GE Capital Global Holdings LLC NT — GE Capital Retail Finance — Driving shopper engagement through digital technology webinar (February 2014)
13 slides from GE Capital Global Holdings LLC NT's conference presentation, Feb 25, 2014
Slide 1: Driving shopper engagement through digital technology
Driving shopper engagement through digital technology Tuesday, February 25th 2:00PM EDT Dial-in Info: 1-855-319-8830 Thanks for joining us! The webinar will begin shortly
Slide 2: Today's Presenters
Driving shopper engagement through digital technology Tuesday, February 25th at 2:00PM EDT Today’s Presenters: Sue Yasav Marketing Leader Consumer Insights GE Capital Retail Finance
Slide 3: Disclaimer
Disclaimer: Copyright © 2014 GE Capital Corporation. All rights reserved. "GE", "General Electric Company", "General Electric", the GE Logo, and various other marks and logos used in this publication are registered trademarks, trade names and service marks of General Electric Company. You may reprin
Slide 4: Analytics & Research Design
Analytics & Research Design Analytics Market Research Pre-period Post-period Survey respondents Test 4.708 Total GE Retail Finance Cardholders Control 1,218 Random National Shoppers Multi-channel shopping begins • Retail customers who began shopping both • Online research conducted in 2Q 2013. onlin
Slide 5: Landscape of the omni-channel shopper
Landscape of the omni-channel shopper Omni-channel shoppers.. spend more are more loyal have a store credit card Lift in sales from omni-channel shoppers 101% 54% 70% RETAILER A RETAILER B RETAILER C • 17% shop both in-store • Even after initial purchase, • Omni-channel shoppers are and online omni
Slide 6: Key Insights
Key Insights Shopping and related tasks are one of the top uses of digital technology Retail offers delivered to mobile devices do motivate incremental shopping behavior More customers are using mobile technology while in the retail store, representing both opportunities and challenges When doing on
Slide 7: Shopping and mobile digital platforms are made for each other
Shopping and mobile digital platforms are made for each other RETAIL WEBSITES MOBILE SHOPPING Have visited a 36% 61% retailer website on Have Have their tablet shopped performed at 43% with their least on smartphone shopping Have visited 59% a retailer in the past 3 months. Up related task on their
Slide 8: Mobile offers can be extremely effective, but they must be relevant and valuable
Mobile offers can be extremely effective, but they must be relevant and valuable 73% Regularly take advantage of offers 69% More likely to make a purchase if they have a coupon Would use a mobile device to “check in” to receive 34% relevant offers Would like to receive retail offers if they were val
Slide 9: Customers who use mobile technology in the store present opportunities and challenges
Customers who use mobile technology in the store present opportunities and challenges + OPPORTUNITIES - CHALLENGES 40% 21% Would shop a retailer more if they got offers Check competing prices while in a store delivered through their mobile device 36% 20% Call a friend/relative while in a store to as
Slide 10: The more expensive an item, the more likely a shopper will research it
The more expensive an item, the more likely a shopper will research it Price matters for online research 25% 46% research a product online Research a product online after before shopping the price reaches $116 Strategies 1. Give access to online ratings and reviews 3. Be aware of reverse show-roomin
Slide 11: Retail credit cardholders are more digital than other shoppers
Retail credit cardholders are more “digital” than other shoppers More retail cardholders have and use mobile functionality for credit smartphones and tablets… card transactions Growth over 2012 74% Mobile credit card applications +121% 52% 52% 36% Mobile service logins +125% National Retail National
Slide 12: Summary
Summary Once customers are on your website, deepen brand engagement with personalized features and delighters Drive repeat engagement with customized digital tools. Understand preferences and use them to drive behavior. Communicate in your customer’s preferred channel. Understand your customer’s pat
Slide 13: Questions?
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