The consumer of
tomorrow	
5th August	
 By Asger Munkholm Højfeldt
Retail
Asger
Munkholm
Højfeldt	
Product Manager	
Twitter.com/AsgerMH	
LinkedIN.com/AsgerMH	
Blog.AsgerMH.com	
amh@dynamicweb.dk	
...
Agenda	
•  What is Omni Channel?	
•  Why do we even care?	
•  What to do?
By the numbers	
Pro"table since	
1999	
Present in	
13Countries	
Certi"ed partners	
200	
Customers	
+ 4,000	
Websites	
+ 12...
What is Omni
Channel?
Di#erent approaches 	
•  Single Channel	
•  Multi Channel	
•  Cross Channel	
•  Omni Channel
Customer	
Stores	
Catalogues	
Advertisement	
Call Center	
Web	
Email	
SEM	
Mobile	
SMS	
Social	
Kiosks	
Retailer sites
It’s all about satisfaction
So why do we even care?
Facts	
•  Retail business is the
same as before
– But the channel mix di#ers	
•  And we spend our money
on new markets
The future generations: Y	
Source: Retail Institute Scandinavia	
•  Born 1980 – 2000	
•  Largest generation world wide	
• ...
The future generations: Z	
•  Born ? – Now	
•  Highly
connected
from birth	
•  Will change the behavior of purchasing
PWCsurveywith+7000respondents	
Consumers won’t wait until the
retailers create an Omni-
channel experience for them 	
– th...
The brand new world…	
•  66% decisions of a purchase involves the
Internet	
•  71% uses their smartphone in stores	
•  In ...
Have searched for retailers nearest store
So why do we even care?	
•  Debenhams estimates the value of an
Omni-channel customer 3 times bigger
than an online-only c...
So…
What to do?
How to get started	
Get your basics straight…	
1.  Who’s in charge	
2.  Start simple – what’s your touch points	
3.  Creat...
Before we start	
The simple test	
•  Does your website re$ect your stores?	
•  Does your website work on all platforms
you...
Facts	
•  Global tablet usage in Q1 2013 was up 282%
year-on-year	
•  Mobile used to go online increased 60% over the
same...
What to do?	
•  Stock in store
What to do?	
•  Stock in store	
•  Click and collect
Collect at store	
•  80% of UK consumers have used this	
•  20% does this at least once a month
What to do?	
•  Stock in store	
•  Click and collect	
•  Store to door
What to do?	
•  Stock in store	
•  Click and collect	
•  Store to door	
•  Customer service
as in store
Facts	
•  53% of UK consumers have used this tool	
•  Schuh experience approx. 80% better
conversion with video chat
What to do?	
•  Stock in store	
•  Click and collect	
•  Store to door	
•  Customer service
as in store	
•  Mobile POS /
K...
Nordstrom – Mobile POS	
Nordstrom uses mobile POS devices in its
stores to enable sta# to check out customers
anywhere in
...
Wallmob
New Balance	
The New Balance iPad app is deisgned to helo
customers and sales assistants in store,
allowing them to access...
Tesco	
Tesco has kiosks in several stores.
These allow for stock checking
and ordering.
	
- They also has interactive
mirr...
Facts on Mobile / Kiosks	
•  20% more transactions	
•  Higher customer satisfaction	
•  52% US retailers expect Mobile POS...
What to do?	
•  Stock in store	
•  Click and collect	
•  Store to door	
•  Customer service
as in store	
•  Mobile POS /
K...
What to do?	
•  Stock in store	
•  Click and collect	
•  Store to door	
•  Customer service
as in store	
•  Mobile POS /
K...
d
Get out of
the box…
	
Be Non-line
I can’t do all that…
Have you made an agreement with your
competitors?
You can’t control the waves, but you can
learn to surf!	
Jon Kabat Zinn
How to get started	
Get your basics straight…	
1.  Who’s in charge	
2.  Start simple – what’s your touch points	
3.  Creat...
Pick from the list…	
•  Stock in store	
•  Collect at store	
•  Store to door	
•  Customer service
as in store	
•  Mobile ...
Thanks...	
Asger Munkholm Højfeldt
Product Manager	
Twitter.com/AsgerMH	
LinkedIN.com/AsgerMH	
Blog.AsgerMH.com	
amh@dynam...
We all become one
1st Web Cross Channel Seminar - Fremtidens Forbruger (Asger)
1st Web Cross Channel Seminar - Fremtidens Forbruger (Asger)
1st Web Cross Channel Seminar - Fremtidens Forbruger (Asger)
1st Web Cross Channel Seminar - Fremtidens Forbruger (Asger)
1st Web Cross Channel Seminar - Fremtidens Forbruger (Asger)
1st Web Cross Channel Seminar - Fremtidens Forbruger (Asger)
1st Web Cross Channel Seminar - Fremtidens Forbruger (Asger)
1st Web Cross Channel Seminar - Fremtidens Forbruger (Asger)
1st Web Cross Channel Seminar - Fremtidens Forbruger (Asger)
1st Web Cross Channel Seminar - Fremtidens Forbruger (Asger)
1st Web Cross Channel Seminar - Fremtidens Forbruger (Asger)
1st Web Cross Channel Seminar - Fremtidens Forbruger (Asger)
1st Web Cross Channel Seminar - Fremtidens Forbruger (Asger)
1st Web Cross Channel Seminar - Fremtidens Forbruger (Asger)
1st Web Cross Channel Seminar - Fremtidens Forbruger (Asger)
1st Web Cross Channel Seminar - Fremtidens Forbruger (Asger)
1st Web Cross Channel Seminar - Fremtidens Forbruger (Asger)
1st Web Cross Channel Seminar - Fremtidens Forbruger (Asger)
1st Web Cross Channel Seminar - Fremtidens Forbruger (Asger)
1st Web Cross Channel Seminar - Fremtidens Forbruger (Asger)
1st Web Cross Channel Seminar - Fremtidens Forbruger (Asger)
1st Web Cross Channel Seminar - Fremtidens Forbruger (Asger)
1st Web Cross Channel Seminar - Fremtidens Forbruger (Asger)
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1st Web Cross Channel Seminar - Fremtidens Forbruger (Asger)

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1st Web Cross Channel Seminar - Fremtidens Forbruger (Asger)

  1. 1. The consumer of tomorrow 5th August By Asger Munkholm Højfeldt
  2. 2. Retail
  3. 3. Asger Munkholm Højfeldt Product Manager Twitter.com/AsgerMH LinkedIN.com/AsgerMH Blog.AsgerMH.com amh@dynamicweb.dk +45 6040 3025
  4. 4. Agenda •  What is Omni Channel? •  Why do we even care? •  What to do?
  5. 5. By the numbers Pro"table since 1999 Present in 13Countries Certi"ed partners 200 Customers + 4,000 Websites + 12,000 Daily visitors + 1,000,000
  6. 6. What is Omni Channel?
  7. 7. Di#erent approaches •  Single Channel •  Multi Channel •  Cross Channel •  Omni Channel
  8. 8. Customer Stores Catalogues Advertisement Call Center Web Email SEM Mobile SMS Social Kiosks Retailer sites
  9. 9. It’s all about satisfaction
  10. 10. So why do we even care?
  11. 11. Facts •  Retail business is the same as before – But the channel mix di#ers •  And we spend our money on new markets
  12. 12. The future generations: Y Source: Retail Institute Scandinavia •  Born 1980 – 2000 •  Largest generation world wide •  Huge buying power •  Moves between channels as they like
  13. 13. The future generations: Z •  Born ? – Now •  Highly connected from birth •  Will change the behavior of purchasing
  14. 14. PWCsurveywith+7000respondents Consumers won’t wait until the retailers create an Omni- channel experience for them – they create it them self…
  15. 15. 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
  16. 16. Have searched for retailers nearest store
  17. 17. So why do we even care? •  Debenhams estimates the value of an Omni-channel customer 3 times bigger than an online-only customer
  18. 18. So… What to do?
  19. 19. 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
  20. 20. Before we start The simple test •  Does your website re$ect your stores? •  Does your website work on all platforms your customers are at?
  21. 21. 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
  22. 22. What to do? •  Stock in store
  23. 23. What to do? •  Stock in store •  Click and collect
  24. 24. Collect at store •  80% of UK consumers have used this •  20% does this at least once a month
  25. 25. What to do? •  Stock in store •  Click and collect •  Store to door
  26. 26. What to do? •  Stock in store •  Click and collect •  Store to door •  Customer service as in store
  27. 27. Facts •  53% of UK consumers have used this tool •  Schuh experience approx. 80% better conversion with video chat
  28. 28. What to do? •  Stock in store •  Click and collect •  Store to door •  Customer service as in store •  Mobile POS / Kiosks
  29. 29. 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. 
  30. 30. Wallmob
  31. 31. 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. 
  32. 32. 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
  33. 33. Facts on Mobile / Kiosks •  20% more transactions •  Higher customer satisfaction •  52% US retailers expect Mobile POS in 2 years
  34. 34. What to do? •  Stock in store •  Click and collect •  Store to door •  Customer service as in store •  Mobile POS / Kiosks •  Interactivity in store
  35. 35. 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
  36. 36. d
  37. 37. Get out of the box… Be Non-line
  38. 38. I can’t do all that…
  39. 39. Have you made an agreement with your competitors?
  40. 40. You can’t control the waves, but you can learn to surf! Jon Kabat Zinn
  41. 41. 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
  42. 42. 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
  43. 43. Thanks... Asger Munkholm Højfeldt Product Manager Twitter.com/AsgerMH LinkedIN.com/AsgerMH Blog.AsgerMH.com amh@dynamicweb.dk +45 6040 3025
  44. 44. We all become one
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