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Sprint Agile Commerce Docs

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Feb 11 - 17, 2013 Pickup in store / Omichannel Marketing: 1. Program part of ongoing Equipment Market Team agenda: M&P questions and transactional flow back to team – Per Jeremy Conoley M&Ps defined post design sign off (est date?) Sub team meeting needed 2. Messaging/Team Sprint: Messaging direction delivered from C&D; Input doc updated to reflect tactical ask.  Info to be provided back to Team Sprint on Monday. Business Centric Retail: Digital sales tool: Nancy continues to drive CST solution discussions and refine requirements.  Team pursuing procurement of Samsung Galaxy tablets for expansion to support mobile CST, proposal tool (not customer facing), SalesForce, and other business/consumer sales support tools/content. Digital Support: Need to determine best course of action to proceed with Weber site. Funding – Nancy has forecasted incremental Net Activations and CL Activations projected to result from program MoM through YE.  110 new stores will enter the program in Apr, but will be completing training.  So first full operational month for the new stores is May. Readout Sessions to ARD/DM: Mar 21 Digital Content/Sales Tools Reporting: How to approach selling to Business Decision Maker Business Support Content readout provided this week to Nancy; updating deck and following up on business videos created through Sprint University Feb 4 - 10, 2013 Pickup in store / Omichannel Marketing: Program presented at Manager Meeting on 1/31 & DAC on 2/4 Jan 28 - Feb 3, 2013 Pickup in store / Omichannel Marketing: Team Sprint RIS creative review (deck attached): Feedback provided on POV & initial creative; awaiting creative session 2 Team Sprint BOPUIS: Reviewed input form and overview deck during kickoff call; Debbie S and team to provide content direction within next two weeks; Team Sprint to work on POV for marketing tactics to leverage Business Centric Retail Recurring consult center expansion core team meetings hosted weekly by Nancy Maggard; Ongoing discussions on what support content is needed for the expansion and what platform will be used to serve the content up to reps; CST overview and demo hosted as part of platform assessment Business location identifier launched in Store Locator (re-evaluate post June launch and prior to May Preferred Dealer rollout) Digital in Retail meeting hosted to discuss among Web; ongoing dialogue needed/scheduled this week Running audit of Business support content available on Sprint.com (what, where, who owns/creates) Melvin Williams: Knowledge Base/Oracle content incurs session-based usage fees Alicia Fremont: Consumer & Business Comm/ Front-Line Sales Tools Devra Webster: B2B Digital Marketing; previously complete business video audit ( http://sprint.com/landings/businessvid eos/ , www.businessonmain.com ) Fact Tags Working on scan optimization plan to be delivered to BU for consideration Digital Fact tags: Debbie and Matt driving lab testing/research to be used towards digital fact tag reco Ready Now Fix made to Learn More link on /readynow made which was not reporting traffic Jan landing page ops slide due this week Plan to drive to web post appt needed Ready Now roadmap overview and review needed
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https://doc-share.corp.sprint.com/livelink/livelink/66217034/SoftBank_Store_Review.pptx?func=doc.Fetch&nodeid=66217034 The link above is to a PowerPoint created by a very thorough retail associate on vacation in Japan.  There is a ton of detail on SoftBank stores.  I don't know that it would be something we would implenet but I provides some direction that might indicate direction to come.
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PWC look at the future of retail
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Short-term Mobile Support (Phase I: WDS/Top Call Driver Content 9/12) mShop & mRIS (Phase 1: AAL, UPG, ARS – 10/12) Enhanced QR mobile landing pages Auto-reg enhancements and training Exit Survey Digital receipt customization Mobile Ready Now & RN appointment follow-up Mid-term Mobile Support (Phase II: FAQ’s, Plans/Services – 1Q 13) mCommunity (Jive Plug-in – 1Q 13) mShop (Phase II: Plan Swaps, AAP, Accessories – 1Q 13 Real-time Inventory Check (via mobile) - 1Q 13 Personalized Offers Long-term Digital Retail CMS (2Q 13) Mobile Retail Check-in (2Q 13) Retail Checkout (2Q 13) Share Cart w/ Retail (4Q 13) Near-Field Communications Geo-Fencing Store of the Future Programmable Digital Signage; Fact Tags to include user ratings Bravo/Self-service in PD Interactive Screens (System Network/User Interface with customer account access (check-in kiosk, interactive screens, tablet, etc.) : Troubleshooting Tutorials App Exploration Account access: Email Opt-in Registration
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Multi-channel Goal:  1.  Drive transactions through direct channel, when we cannot capture view web alone.           2.  Help increase Web gross adds to 20% of enterprise. Web to Retail Goal: Create online functionality to keep people who research on Sprint.com but transact in indirect channels to transact in direct channel Programs to investigate: Sales Geo-fencing Buy Online Pickup in Store Store locater Self-service Support and Education Local store info on classes and events Set up Ready Now Appointment Appointment setting Web in Retail Goal: Create online functionality to keep people who research on Sprint.com but transact in indirect channels to transact in direct channel Programs to investigate:   Sales Endless Aisle Mobile PoS QR Codes / Enhanced Fact Tags App exploration and purchase - integrate with MDM Self -service Support Digital Marketing interactive screen                               Web to Retail Goal: Create programs within the retail environment that encourage customers to transact online in the future. Programs to investigate: Registration Auto Reg New registrations Email sign up Support Ready Now - early life support Training videos - webinars Community Sales associates in Sprint communtiy Gamification In store games to get people engaged?
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Aberdeen Group Report, April 2012
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2009 Report by Shopatrom
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Omnichannel Shopping Puts a New Spin on Ecommerce eMarketer MARCH 30, 2012 Retailers must provide a smooth experience across channels to satisfy consumers US retail ecommerce sales, including digital downloads and event tickets but excluding travel, will rise 15.4% to $224.2 billion this year, eMarketer estimates. Fast-growing categories like apparel and accessories will help boost online sales figures, but underlying the trend is a deeper shift in the mindset of many consumers, which has turned them into omnichannel shoppers. “In the past, cross-channel shopping amounted to using a retailer’s different channels one at a time for separate transactions,” said Jeffrey Grau, eMarketer principal analyst and author of the new report, “US Retail Ecommerce Forecast: Entering the Age of Omnichannel Retailing.” “But today, consumers are moving between a retailer’s channels—websites, stores, mobile devices, social media—in a fluid way.” A February 2012 survey by price comparison service PriceGrabber, a part of Experian, found most US online consumers plan to shop this year by combining online, brick-and-mortar and mobile retail channels. Also notable, a large share of respondents (42%) told PriceGrabber they will shop mostly online in 2012—three-and-one-half times more than those that said they would shop mostly in brick-and-mortar stores (12%). “A consumer might research a product online, look at it up close in a store, solicit opinions from friends via social networks, use a mobile phone to check competitors’ prices, but ultimately buy it in-store using PayPal on their phone,” said Grau. “What will matter most is whether the experience was smooth. If the retailer disappoints the shopper during any of these channel handoffs, it will reflect poorly not only on that channel but on the brand as a whole.” Smartphones have become an important tool in the omnichannel shopper’s arsenal. Post-holiday research from Google and Ipsos OTX illustrated the different ways US smartphone users combined smartphones and in-store shopping during the 2011 holiday season. Smartphones were used most frequently to drive consumers to stores. Once in stores, consumers used their devices to look up product information, which then lead to a purchase. “Social media sites also influence online and offline purchases for a small percentage of consumers,” noted Grau. “But the number is bound to rise as marketers become more adept at connecting with social network users.” The full report, “US Retail Ecommerce Forecast: Entering the Age of Omnichannel Retailing,” also answers these key questions: What is the outlook for retail ecommerce in the US? What trends are driving ecommerce sales? Who shops online? How has online shopping behavior evolved? This report is available to eMarketer corporate subscription clients only.
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Attached are the slides I provided for the Elfman Ops Review this month.  A new piece of information being looked for a a recurring basis is the market ands store level break down of appointment and RiS appointment conversion.  Shanna and I have finally reviewed some data and took a couple hours yesterday to piece it together.  This second two pages are only for Company owned stores.  As soon as I can decipher the Preferred report I can pull see if there are significant differences.
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Cross Channel Return and Exchange M&P document
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1) use survey to identify all panelists who were wireless customers within a given quarter, 2) ask if they bought their phone offline, and then 3) ‘go back’ and look to see if they visited the website for that same carrier anytime before making their purchase. Then we index all the data to 100 – everything over 100 is above average; under is below. What is basically saying is that 1) on average, VZW is converting the most online visits to offline purchase, followed by Sprint, ATT and finally T-Mobile; and 2) conversion activity varies significantly quarter to quarter.
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Here's M&P doc for Indiract Retail Stores when a device  is out of stock or a customer wants to pre-order a device.
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Here's M&P doc for Company Owned Retail Stores when a device is out of stock or a customer wants to pre-order a device.  I'm looking into Preferred Dealer M&P's.
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Working Business Requirements for cross channel projects 3/29 - Updated with current list
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