A vision for multi channel retail 2010 v1.0

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I delivered this presentation in January 2010 to a Multi Channel Retail Seminar that I was asked to speak at.
I look forward to your comments.

Imtiaz

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  • So lets focus
  • The 2 nd area of focus
  • A second focus that retailers should take a look at is customer communications.
  • A second focus that retailers should take a look at is customer communications. In this digital era, the way in which retailers can communicate and collaborate with their customers has changed dramatically.
  • Lets focus on the one channel, traditional MCR’s have over their rivals, that’s the bricks and mortar
  • This leads us to our 3 rd area of focus
  • its all about competing in the space or spaces that fit your business models Pure plays need to continue to play to their strengths.
  • Essentially all combined to create cross channel customer experiences throughout the entire buying lifecycle
  • 2010 will continue to be very challenging times for retailers and customers It is essential for retailers to engage with customers Retailers need to start creating cross channel experiences Be Agile and Innovate
  • Thank you. I hope that we’ve given you some food for thought.
  • A vision for multi channel retail 2010 v1.0

    1. 1. A Vision for Multi Channel Retail in 2010 by Imtiaz Kaderbhoy
    2. 2. <ul><li>Overview </li></ul><ul><ul><li>3 Consumer Behaviour Trends </li></ul></ul><ul><ul><li>3 Retail Industry Trends </li></ul></ul><ul><ul><li>3 Online/ECommerce Trends </li></ul></ul><ul><li>Focus Sessions </li></ul><ul><ul><li>What can established Multi Channel Retailers do to retain competitive advantage when now &quot;everyone is doing it“? </li></ul></ul><ul><ul><li>What are the most important things for retailers to get right in the multi-channel world? </li></ul></ul><ul><ul><li>How can pure-play retailers such as Amazon compete in a Multi-channel market? </li></ul></ul><ul><li>Summation </li></ul>
    3. 3. What’s happening in the market? produced by Imtiaz Kaderbhoy
    4. 4. Customer Behaviour Trends
    5. 5. 1. Customers now have a voice
    6. 6. 2. Social Commerce is the new consumer playground
    7. 7. produced by Imtiaz Kaderbhoy 3. Consumers now expect choice and convenience
    8. 8. Retail Industry Trends
    9. 9. 1. Credit Crunch
    10. 10. 2. Mobile Channel is now integral
    11. 11. produced by Imtiaz Kaderbhoy 3. Experience is Everything
    12. 12. On-Line and E-Commerce Trends
    13. 13. 1. Immersive experience will be a key differentiator
    14. 14. <ul><li>2. Checkout Security and Flexible Delivery Options will continue to drive consumer confidence </li></ul>
    15. 15. <ul><li>3. Vouchers, Discounts and Promotions will be a deciding factor in driving digital sales . </li></ul>
    16. 16. Focus: 1
    17. 17. What can established Multi Channel Retailers do to retain competitive advantage when now &quot;everyone is doing it“?
    18. 18. think before you act, create a clear vision produced by Imtiaz Kaderbhoy
    19. 20. <ul><li>..to leverage Multi Channel and niche advantages </li></ul>
    20. 21. <ul><li>..to maximise return from every interaction with every customer </li></ul>
    21. 23. <ul><li>..to create a seamless internal management of resources and customers </li></ul>
    22. 26. <ul><li>… .is implementation </li></ul>
    23. 27. Focus: 2
    24. 28. What are the most important things for retailers to get right in the multi-channel world? <ul><li>What are the most important activities to follow </li></ul>
    25. 29. prioritise the plan and deliver the benefit produced by Imtiaz Kaderbhoy
    26. 30. <ul><li>1. Customer Engagement </li></ul>
    27. 31. Social Commerce is the new consumer playground
    28. 32. What are the benefits for Multi Channel Retailers?
    29. 33. produced by Imtiaz Kaderbhoy
    30. 34. 186,990 fans
    31. 35. <ul><li>Communication channels </li></ul>
    32. 36. <ul><li>Communication landscape has changed dramatically </li></ul>
    33. 37. Company to Consumer: Shut up and Listen Image Source: BK Group
    34. 38. We’re in a 2-Way conversation Web 2.0
    35. 39. <ul><li>… that enables greater understanding of customers wants and needs </li></ul>
    36. 40. <ul><li>… that ensures a Multi Channel Retailer is positioned to maximise the potential of its channels </li></ul>
    37. 41. 2. Channels
    38. 42. Many channels to focus on
    39. 43. ..but let’s focus on
    40. 44. <ul><li>The High Street today </li></ul>
    41. 45. <ul><li>Easy to access 2. Look, feel and try me on for size 3. I will always help and advise you </li></ul>
    42. 46. <ul><li>The High Street tomorrow </li></ul>
    43. 47. Information and rich experiences will drive in-store innovation
    44. 48. <ul><li>… experiences that will represent true cross channel retailing </li></ul>
    45. 49. <ul><li>… and create brand loyalty and competitive advantage over the pure plays </li></ul>
    46. 50. <ul><li>..so </li></ul>
    47. 51. Focus: 3
    48. 52. <ul><li>How can pure-play retailers such as Amazon compete in a Multi-channel market? </li></ul>
    49. 53. <ul><li>Play to your strengths </li></ul>
    50. 54. <ul><li>Online/E-Commerce </li></ul><ul><li>Customer Centric </li></ul><ul><li>Innovative Culture </li></ul><ul><li>Technology/Data </li></ul>
    51. 55. <ul><li>..and then innovate into </li></ul>
    52. 56. <ul><li>New Channels to market </li></ul><ul><li>and maybe </li></ul><ul><li>New Products </li></ul><ul><li>New Customers </li></ul><ul><li>New Geographies </li></ul><ul><li>Acquisitions </li></ul>
    53. 57. <ul><li>..to create cross channel customer experiences throughout the entire buying lifecycle. </li></ul>
    54. 58. produced by Imtiaz Kaderbhoy Summary
    55. 59. <ul><li>2010 will continue to be very challenging times for retailers and customers </li></ul><ul><li>It is essential for retailers to engage with customers </li></ul><ul><li>Retailers need to start creating cross channel experiences </li></ul><ul><li>Be Agile and Innovate </li></ul>
    56. 60. thank you for reading any questions please contact [email_address] http://multichannelworld.blogspot.com

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