"Mobile Deployments Demystified" - Luxottica + Tealium, Digital Velocity 2015
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The document outlines a mobile strategy by Luxottica to enhance in-store customer experiences using three dedicated apps for selecting frames, lenses, and pricing. It discusses the implementation of analytics to measure app usage and overall customer satisfaction across nearly 1,000 stores with approximately 7,000 iPads. The outcomes indicate a positive correlation between app engagement and customer satisfaction, justifying further investment in mobile applications.
"Mobile Deployments Demystified" - Luxottica + Tealium, Digital Velocity 2015
- 1. © 2015 Tealium Inc. All rights reserved. | 2
- 2. © 2015 Tealium Inc. All rights reserved. | 3 MOBILE DEPLOYMENTS DEMYSTIFIED Luxottica and Tealium
- 3. © 2015 Tealium Inc. All rights reserved. | 4 INTRODUCTION About Areef Ahamad Sr. Manager – Customer Analytics at Luxottica Retail Support Five Major Brands - LensCrafters, SunglassHut, Pearle Vision, Sears Optical, Target Optical Key Technologies - Adobe, Tealium iQ, OpinionLab, Monetate and ClickTale
- 4. © 2015 Tealium Inc. All rights reserved. | 5 INTRODUCTION Luxottica is the largest eyewear company in the world; based in Milan, Italy US Headquarters in Mason, Ohio Major Eyewear Brands - LensCrafters, Pearle Vision, Sears Optical, Target Optical Major Sunglasses Brands – Oakley, Ray- Ban, Arnette, Vogue About Luxottica
- 5. © 2015 Tealium Inc. All rights reserved. | 6 AGENDA – MOBILE DEPLOYMENTS DEMYSTIFIED Background – Goals, Mobile Strategy Eyewear Purchase - Three Hurdles Solution – Three Apps Question – Did it Work Answer – Analytics Lessons Learned
- 6. © 2015 Tealium Inc. All rights reserved. | 7 BACKGROUND Goals: • Increase In-Store Conversion • Increase Customer Satisfaction Mobile Strategy: Mobile In-Store Apps • Educate Customers • Help Customers Make a Decision
- 7. © 2015 Tealium Inc. All rights reserved. | 8 EYEWEAR PURCHASE – THREE HURDLES 1. Select a Frame 2. Select a Lens 3. Price
- 8. © 2015 Tealium Inc. All rights reserved. | 9 THREE HURDLES 1. Select a Frame
- 9. © 2015 Tealium Inc. All rights reserved. | 10 THREE HURDLES 2. Select a Lens
- 10. © 2015 Tealium Inc. All rights reserved. | 11 THREE HURDLES 3. Price
- 11. © 2015 Tealium Inc. All rights reserved. | 12 THREE HURDLES Eyewear Purchase General Purchase Purchase
- 12. © 2015 Tealium Inc. All rights reserved. | 13 SOLUTION - THREE APPS
- 13. © 2015 Tealium Inc. All rights reserved. | 14 THREE APPS 1. Select a Frame - My Look App
- 14. © 2015 Tealium Inc. All rights reserved. | 15 THREE APPS 2. Select a Lens – Lens Simulator App
- 15. © 2015 Tealium Inc. All rights reserved. | 16 THREE APPS 3. Pricing: Lens Pricing App
- 16. © 2015 Tealium Inc. All rights reserved. | 17 QUESTION Did it work?
- 17. © 2015 Tealium Inc. All rights reserved. | 18 ANSWER Analytics
- 18. © 2015 Tealium Inc. All rights reserved. | 19 ANALYTICS Implementation Luxottica’s largest in-store implementation ~1,000 Stores with ~7,000 IPads Tealium SDK Adobe Analytics
- 19. © 2015 Tealium Inc. All rights reserved. | 20 ANALYTICS KPIs – App Usage and In-store performance My Look – Number of Pictures Taken, Emails Sent Lens Simulator – Feature usage LPP – Lens Pricing usage In-Store Revenue Customer Satisfaction (NPS)
- 20. © 2015 Tealium Inc. All rights reserved. | 21 ANALYTICS Implementation Tealium SDK • Programmer / Tealium call • Setup SDK – Full Version vs Compact Version • Setup Tealium IQ Adobe Analytics
- 21. © 2015 Tealium Inc. All rights reserved. | 22 OUTCOMES Positive correlation between App usage and Customer Satisfaction Justified investment - More Apps to come Analytics will be used to optimize the Apps Tealium AudienceStream for LensCrafters.com
- 22. © 2015 Tealium Inc. All rights reserved. | 23 TAKEAWAYS Expertise Full version vs. compact version Allow ample time to test
- 23. © 2015 Tealium Inc. All rights reserved. | 24 MOBILE DEPLOYMENTS Products & Successful Deployments, Jason Koo
- 24. © 2015 Tealium Inc. All rights reserved. | 25 PRODUCTS & OPTIONS Current Offerings Tag Management / TIQ Products Tealium AudienceStream
- 25. © 2015 Tealium Inc. All rights reserved. | 26 TIQ PRODUCTS Cross-platform Plugins
- 26. © 2015 Tealium Inc. All rights reserved. | 27 TIQ PRODUCTS Native Platform Libraries
- 27. © 2015 Tealium Inc. All rights reserved. | 28 TIQ PRODUCTS Advanced Native Platform Options
- 28. © 2015 Tealium Inc. All rights reserved. | 29 TIQ PRODUCTS Compact & Full Versions Auto track most common UI view changes and events Mobile CompanionOffline + Batch delivery Auto track application and device info Auto track app lifecycle events
- 29. © 2015 Tealium Inc. All rights reserved. | 30 AUDIENCESTREAM PRODUCTS Native Platform Libraries
- 30. © 2015 Tealium Inc. All rights reserved. | 31 Overview Data VendorsTIQ LibraryConfigurationMulti-CDN Events GENERAL ARCHITECTURE
- 31. © 2015 Tealium Inc. All rights reserved. | 32 Client-side: Fast & Scalable TIQ GENERAL ARCHITECTURE
- 32. © 2015 Tealium Inc. All rights reserved. | 33 Server-to-server support TIQ GENERAL ARCHITECTURE
- 33. © 2015 Tealium Inc. All rights reserved. | 34 IMPLEMENTATION Best Practices - Before you start What data are you interested in? What end vendors fulfill those needs? Which Tealium solution is best? Verify and test
- 34. © 2015 Tealium Inc. All rights reserved. | 35 THANK YOU