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    Omnichannel 180710102358

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    abdurahmanmushfiq
    The document discusses omni-channel customer experiences and how retailers can provide seamless experiences across different channels like in-store, web, social media and mobile. It outlines how customers now expect consistent experiences across all retail touchpoints and channels. Examples of companies like Sephora, Starbucks and IKEA that are effectively implementing omni-channel strategies are also provided.

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    Omnichannel 180710102358

    Uploaded by

    abdurahmanmushfiq
    4 views21 pages
    The document discusses omni-channel customer experiences and how retailers can provide seamless experiences across different channels like in-store, web, social media and mobile. It outlines how customers now expect consistent experiences across all retail touchpoints and channels. Examples of companies like Sephora, Starbucks and IKEA that are effectively implementing omni-channel strategies are also provided.

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    omni channel

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    omnichannel-180710102358

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    The document discusses omni-channel customer experiences and how retailers can provide seamless experiences across different channels like in-store, web, social media and mobile. It outlines how customers now expect consistent experiences across all retail touchpoints and channels. Examples of companies like Sephora, Starbucks and IKEA that are effectively implementing omni-channel strategies are also provided.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    4 views21 pages

    Omnichannel 180710102358

    Uploaded by

    abdurahmanmushfiq
    The document discusses omni-channel customer experiences and how retailers can provide seamless experiences across different channels like in-store, web, social media and mobile. It outlines how customers now expect consistent experiences across all retail touchpoints and channels. Examples of companies like Sephora, Starbucks and IKEA that are effectively implementing omni-channel strategies are also provided.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 21

    CREATING A GREAT CUSTOMER EXPERIENCE:

    ANY PLACE, ANY TIME

    OMNI-CHANNEL
    WHAT IS OMNI-CHANNEL?
    ‣ IN-STORE
    ‣ WEB
    ‣ SOCIAL
    ‣ MOBILE
    ‣ TRYING IT ALL TOGETHER
    WHAT’S OMNI-
    CHANNEL
    SEAMLESS EXPERIENCE ACROSS
    CHANNELS AND TOUCH POINTS

    Anytime, any place, anywhere


    EVOLUTION - CUSTOMER JOURNEY
    Single Channel Multi- Channel Cross- Channel Omni-channel
    RISE OF THE CONNECTED CONSUMER Connected
    and
    ▸ Information-hungry empowered
    Time Poor Fickle

    ▸ Price-savvy
    Socially
    More Informed
    ▸ Mobile empowered shoppers connected

    ▸ Expect a one-screen Environmentally


    aware

    ▸ One-store

    ▸ Consistent experience across retail


    channels and touch points. Its more than “Connecting the channels”
    Its blending the channels.
    WHY OMNI-CHANNEL
    Multi-channel is
    the new norm >50% Of customers make multi-
    channel purchases

    Rise of Social
    >78%
    Of customers trust peer
    Media recommendations

    Mobile
    commerce
    >38% Of smartphone users
    have bought online

    Online
    Shopping
    >15% Growth over 35%
    Omni-channel is accelerated by the rapid rise of mobile shoppers.

    4 out of 5 consumers use their smartphone to shop


    LOOK FOR SALES AND SPECIALS

    HOW ARE SHOPPERS CHECK STORE INFO

    USING THEIR LOOK AT PRODUCT REVIEW AND RATINGS

    COMPARE PRICES ON AMAZON

    SMARTPHONES CHECK OUT AN ONLINE STORE FOR CERTAIN PRODUCT

    LOOK AROUND AT ONLINE RETAILERS

    USED A SITE THAT PROVIDES COMPETITIVE PRICES

    MADE SURE THAT THE STORE HAD A PRODUCT

    PRICES OF CERTAIN PRICES ON A RETAILERS SITE


    WHAT DOES ALL THIS MEAN?
    SOCIAL

    = ?
    MOBILE

    WEB
    NO
    74% of shoppers that visit a
    site or app for a retailer or
    brand make a purchase

    Preferred purchase channel:


    In-store 75%+
    EVOLUTION OF THE STORE
    THE PAST STORE THE RECENT PAST THE PRESENT AND FUTURE

    + + +
    SHOPPERS ARE MORE LIKELY TO DO BUSINESS WITH
    A RETAILER WHO RECOGNIZES THEM AS INDIVIDUALS
    THROUGH SOCIAL MEDIA AND INCORPORATES THEIR
    UNIQUE EXPERIENCES

    Consumer Reports Survey: Phone Buying Experience


    CASE STUDY
    Sephora use mobile at every turn to
    enhance their customer’s shopping
    journey both online and in-store
    “[Shoppers] want entertainment and
    they are not thinking about channels,
    expecting retailers will make it as easy
    as possible for them… over 80% of
    shoppers use mobile before and after
    their shopping trip.”

    Mary Beth Laughton,


    Senior Vice President of Digital for Sephora.
    CASE STUDY
    CASE STUDY
    But unlike traditional customer
    loyalty programs, Starbucks has
    made it possible to check and
    reload your card via phone,
    website, in-store, or on the app.

    Any change to the card or your


    profile gets updated across all
    channels, in real-time.

    Standing in line to get a coffee and


    realize you don’t have enough on
    your balance? Reload it and the
    cashier will know it’s been updated
    by the time you swipe your card.
    IKEA clearly gives
    the customers an
    omni-channel
    experience by
    providing a update
    on offers, events,
    stock updates,
    delivery schedules,
    and more
    Helps customers
    plan in advance.
    Print or email a
    shopping list and
    even buy online.
    The stock levels are
    labelled with a
    predictive index.
    Lets get in touch, if you need a better solution ;)

    www.linkedin.com/in/rahidkader

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