1st Web Cross Channel Seminar - Fremtidens Forbruger (Asger)
description
Transcript of 1st Web Cross Channel Seminar - Fremtidens Forbruger (Asger)
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The consumer of tomorrow
5th August By Asger Munkholm Højfeldt
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Retail
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Asger Munkholm Højfeldt
Product Manager
Twitter.com/AsgerMH
LinkedIN.com/AsgerMH
Blog.AsgerMH.com
+45 6040 3025
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Agenda
• What is Omni Channel?
• Why do we even care?
• What to do?
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By the numbers
Pro"table since
1999 Present in
13 Countries Certi"ed partners
200
Customers
+ 4,000 Websites
+ 12,000 Daily visitors
+ 1,000,000
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What is Omni Channel?
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Di#erent approaches
• Single Channel
• Multi Channel
• Cross Channel
• Omni Channel
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Customer
Stores
Catalogues
Advertisement
Call Center
Web
SEM
Mobile
SMS
Social
Kiosks
Retailer sites
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It’s all about satisfaction
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So why do we even care?
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Facts
• Retail business is the same as before – But the channel mix di#ers
• And we spend our money on new markets
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The future generations: Y
Source: Retail Institute Scandinavia
• Born 1980 – 2000
• Largest generation world wide
• Huge buying power
• Moves between channels as they like
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The future generations: Z
• Born ? – Now
• Highly connected from birth
• Will change the behavior of purchasing
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PWC survey with +7000 respondents
Consumers won’t wait until the retailers create an Omni-channel experience for them
– they create it them self…
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The brand new world…
• 66% decisions of a purchase involves the Internet
• 71% uses their smartphone in stores
• In 5 years 85% of the world is on 3G – 50% on 4G
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Have searched for retailers nearest store
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So why do we even care?
• Debenhams estimates the value of an Omni-channel customer 3 times bigger than an online-only customer
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So… What to do?
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How to get started
Get your basics straight…
1. Who’s in charge
2. Start simple – what’s your touch points
3. Create and prove small projects
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Before we start
The simple test
• Does your website re$ect your stores?
• Does your website work on all platforms your customers are at?
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Facts
• Global tablet usage in Q1 2013 was up 282% year-on-year
• Mobile used to go online increased 60% over the same period GlobalWebIndex report
• Retail searches on tablets are up 132% BRC Google Online Retail Monitor
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What to do?
• Stock in store
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What to do?
• Stock in store
• Click and collect
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Collect at store
• 80% of UK consumers have used this
• 20% does this at least once a month
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What to do?
• Stock in store
• Click and collect
• Store to door
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What to do?
• Stock in store
• Click and collect
• Store to door
• Customer service as in store
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Facts
• 53% of UK consumers have used this tool
• Schuh experience approx. 80% better conversion with video chat
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What to do?
• Stock in store
• Click and collect
• Store to door
• Customer service as in store
• Mobile POS / Kiosks
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Nordstrom – Mobile POS
Nordstrom uses mobile POS devices in its stores to enable sta# to check out customers anywhere in its stores, and cut the queues down.
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Wallmob
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New Balance
The New Balance iPad app is deisgned to helo customers and sales assistants in store, allowing them to access the product catalogue, check stock, and help with sizing issues.
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Tesco
Tesco has kiosks in several stores. These allow for stock checking and ordering.
- They also has interactive mirrors which allow users to try clothes on - virtually
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Facts on Mobile / Kiosks
• 20% more transactions
• Higher customer satisfaction
• 52% US retailers expect Mobile POS in 2 years
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What to do?
• Stock in store
• Click and collect
• Store to door
• Customer service as in store
• Mobile POS / Kiosks
• Interactivity in store
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What to do?
• Stock in store
• Click and collect
• Store to door
• Customer service as in store
• Mobile POS / Kiosks
• Interactivity in store
• Use your channels
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d
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Get out of the box…
Be Non-line
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I can’t do all that…
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Have you made an agreement with your competitors?
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You can’t control the waves, but you can learn to surf!
Jon Kabat Zinn
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How to get started
Get your basics straight…
1. Who’s in charge
2. Start simple – what’s your touch points
3. Create and prove small projects
![Page 65: 1st Web Cross Channel Seminar - Fremtidens Forbruger (Asger)](https://reader034.fdocuments.net/reader034/viewer/2022052522/554e4d95b4c905b2178b4757/html5/thumbnails/65.jpg)
Pick from the list…
• Stock in store
• Collect at store
• Store to door
• Customer service as in store
• Mobile POS / Kiosks
• Interactivity in store
• Interact equally via all channels
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Thanks...
Asger Munkholm Højfeldt Product Manager
Twitter.com/AsgerMH
LinkedIN.com/AsgerMH
Blog.AsgerMH.com
+45 6040 3025
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We all become one