v. Asger Munkholm Højfeldt, Dynamicweb Software

1. The consumer of
tomorrow
5th August
By Asger Munkholm Højfeldt

2. Retail

3. Asger
Munkholm
Højfeldt
Product Manager
Twitter.com/AsgerMH
LinkedIN.com/AsgerMH
Blog.AsgerMH.com
amh@dynamicweb.dk
+45 6040 3025

4. Agenda
• What is Omni Channel?
• Why do we even care?
• What to do?

6. 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

7. What is Omni
Channel?

8. Di#erent approaches
• Single Channel
• Multi Channel
• Cross Channel
• Omni Channel

9. Customer
Stores
Catalogues
Advertisement
Call Center
Web
Email
SEM
Mobile
SMS
Social
Kiosks
Retailer sites

10. It’s all about satisfaction

11. So why do we even care?

12. Facts
• Retail business is the
same as before
– But the channel mix di#ers
• And we spend our money
on new markets

13. The future generations: Y
Source: Retail Institute Scandinavia
• Born 1980 – 2000
• Largest generation world wide
• Huge buying power
• Moves between channels as they like

14. The future generations: Z
• Born ? – Now
• Highly
connected
from birth
• Will change the behavior of purchasing

15. PWCsurveywith+7000respondents
Consumers won’t wait until the
retailers create an Omni-
channel experience for them
– they create it them self…

17. 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

18. Have searched for retailers nearest store

20. So why do we even care?
• Debenhams estimates the value of an
Omni-channel customer 3 times bigger
than an online-only customer

21. So…
What to do?

22. 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

23. Before we start
The simple test
• Does your website re$ect your stores?
• Does your website work on all platforms
your customers are at?

27. 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

28. What to do?
• Stock in store

31. What to do?
• Stock in store
• Click and collect

34. Collect at store
• 80% of UK consumers have used this
• 20% does this at least once a month

35. What to do?
• Stock in store
• Click and collect
• Store to door

39. What to do?
• Stock in store
• Click and collect
• Store to door
• Customer service
as in store

41. Facts
• 53% of UK consumers have used this tool
• Schuh experience approx. 80% better
conversion with video chat

42. What to do?
• Stock in store
• Click and collect
• Store to door
• Customer service
as in store
• Mobile POS /
Kiosks

43. 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.

44. Wallmob

45. 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.

46. 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

47. Facts on Mobile / Kiosks
• 20% more transactions
• Higher customer satisfaction
• 52% US retailers expect Mobile POS
in 2 years

48. What to do?
• Stock in store
• Click and collect
• Store to door
• Customer service
as in store
• Mobile POS /
Kiosks
• Interactivity in
store

52. 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

53. d

56. Get out of
the box…
Be Non-line

61. I can’t do all that…

62. Have you made an agreement with your
competitors?

63. You can’t control the waves, but you can
learn to surf!
Jon Kabat Zinn

64. 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

65. 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

66. Thanks...
Asger Munkholm Højfeldt
Product Manager
Twitter.com/AsgerMH
LinkedIN.com/AsgerMH
Blog.AsgerMH.com
amh@dynamicweb.dk
+45 6040 3025

67. We all become one