• Share
  • Email
  • Embed
  • Like
  • Save
  • Private Content
Leveraging Multichannel Assets - ARC Conference Presentation V1
 

Leveraging Multichannel Assets - ARC Conference Presentation V1

on

  • 4,634 views

This presentation covers the 3 critical challenges that retailers are facing right now and how they could start addressing them by developing low cost, high benefit, customer propositions through ...

This presentation covers the 3 critical challenges that retailers are facing right now and how they could start addressing them by developing low cost, high benefit, customer propositions through leveraging the multi-channel assets they already have.

Statistics

Views

Total Views
4,634
Views on SlideShare
4,553
Embed Views
81

Actions

Likes
2
Downloads
100
Comments
0

3 Embeds 81

http://charterisplc.blogspot.com 41
http://www.charteris.com 35
http://www.slideshare.net 5

Accessibility

Upload Details

Uploaded via as Adobe PDF

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment

    Leveraging Multichannel Assets - ARC Conference Presentation V1 Leveraging Multichannel Assets - ARC Conference Presentation V1 Presentation Transcript

    • Multi-Channel Retailing: Leveraging Multi-Channel Assets Martin Chitty | Imtiaz Kaderbhoy | Andrew McMillan | Rizwan Tayabali | Jeremy Labram Charteris plc, 39-40 Bartholomew Close, London EC1A 7JN Tel: 020 7600 9199 Mob: 07815 541 698 © 2007 Charteris plc 1 24 September 2008
    • Charteris = Business & IT Consultancy Key Focus = Customer Centric Multi-Channel Retailing
    • Agenda Overview 3 Critical Challenges for Retailers Learnings from Charteris’ Multi-Channel Retailing Survey Focus Sessions 1. Changing to a Cross Channel Culture 2. Doing more with Existing Assets 3. Linking Assets Together Summation © 2007 Charteris plc © 2007 Charteris plc 3 24 September 2008
    • What’s happening in the market?
    • 3 Critical Challenges
    • 1. Channel Convergence
    • Seamless customer-facing culture, brand and service across channels...
    • ... build loyalty through compelling cross-channel experiences
    • 2. Social Consumer Behaviour
    • Maximise your engagement channels...
    • ... leverage social media and the web
    • 3. Credit Crunch
    • Innovate through “Low cost / High benefit” multi-channel customer propositions...
    • ...link up existing assets to create new value-add services
    • We see an underlying theme...
    • “Leveraging existing assets”
    • Existing Assets = People | Channels | Process | Technology
    • Gain Improve Competitive Customer Advantage Service Increase Sales Gain Market Revenue Share
    • = Customer Centricity
    • BUT...
    • ...easier said than done
    • Retailers currently face a lot of challenges
    • 2. Doing more with Responding to Customer existing assets Needs Cross- Improving Channel Customer Culture Experience 1. Changing Lowest Culture Scores Shifting from Leveraging Product to Existing Customer Systems Centricity Integrating Existing Systems 3. Linking assets together
    • Focus: 1
    • Changing Culture
    • 3 Key Differentiators
    • Culture can be more powerful than colour!
    • What are the benefits of a cross-channel culture?...
    • Channel Convergence ...loyalty through seamless multi-channel experiences
    • Focus: 2
    • Doing more with existing assets
    • Social consumer behaviour Leveraging Social Media and the Web
    • Did you know?...
    • This isn’t a youth thing UK 17.1m Adults Only Image Source : Universal McCann Wave 3
    • Did you also know?...
    • We’re already moving past Web 2.0? Image Source : http://thepaisano.wordpress.com/2008/03/08/web-20-vs-web-30/
    • Back to Basics...
    • Web 1.0 vs Web 2.0
    • Company to Consumer: Shut up and Listen Image Source: BK Group
    • Web 2.0 We’re in a 2-Way conversation
    • The Web as a Conversation Platform
    • They’re talking about...
    • The consumer conversation is underpinned by Social Media
    • What can it do for your business?
    • How do you leverage it?
    • Leveraging Social Media is about getting your consumers do your marketing for you
    • Some easy strategic decisions...
    • Pick your dissemination channels
    • Maybe a bit of technology
    • Some relevant human resource
    • And lots of inter-personal engagement!
    • Focus: 3
    • Linking Assets Together
    • The Credit Crunch Joining up existing assets to create new compelling services
    • Making 50 lbs do the job of 400 lbs
    • Existing Assets = People | Channel | Process | Technology
    • Take stock of your assets Call Expensive centre Web shops Making channel things Spare space happen Small T/O, but Get it now for Exciting YoY customers Dealing with Masses of other people’s Trying to content dirty washing get the channels All pervasive – Staff churn to coll- extends reach aborate
    • Single view of the customer - Oh really?
    • One stock file - Oh really?
    • Some ideas for linking assets...
    • Multiple Channels to Multi-Channel Return product to store irrespective of channel chosen 70% Notification of delivery delays – via mobile or email or phone Research in store spend 50% or more
    • Click & Collect
    • Who owns the sale?
    • Making it happen...
    • Some underpinning integration of process and technology...
    • ...and lots of Customer Centricity including the “Voice of the Customer”
    • How can we help?
    • Summary
    • 1. Start moving towards a Cross-Channel Culture 2. Do more with your existing assets 3. Look for opportunities to link your assets together to create new propositions
    • Leverage your multi-channel assets!
    • Thank-You
    • The essential bridge between business and technology ARC Retail Presentation M. Chitty | I. Kaderbhoy | A. McMillan| R. Tayabali | J. Labram Call any of us on +44 (0) 207-600-9199 Email us at info@charteris.com Visit our Website @ www.charteris.com Download this @ www.slideshare.net/charterisplc Charteris plc, 39-40 Bartholomew Close, London EC1A 7JN Tel: 020 7600 9199 Mob: 07815 541 698 © 2007 Charteris plc © 2007 Charteris plc 80 24 September 2008