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Multichannel at Thalia.at     Innovation – Insights – Interaction     Robert Hadzetovic, CEO of Thalia Buch & Medien GmbH
•   Tasks of the multi-channel department     - Online sales     - Mobile sales     - Digital sales     - Coordination of ...
Challenges                                               OpportunitiesCoordination                                       ...
Multichannel-Services at Thalia.at Innovation – Insights – Interaction Robert Hadzetovic, CEO of Thalia Buch & Medien GmbH
•   Order online – pickup in store                       Innovation – Insights – Interaction                       Robert ...
•   Bonuscard can be used in all channels (+ free shipping for online bonuscard customers)•   Order online, return-in-stor...
•   Flysheet is also available online (products in flysheet linked to the online shop)                      Innovation – I...
   Free WLAN in all our local stores   Store locator, store detail pages, booksellers profile pages and event calendar  ...
Innovations at Thalia.atInnovation – Insights – InteractionRobert Hadzetovic, CEO of Thalia Buch & Medien GmbH
•   Facebook page with more than 57.500 fans with an integrated facebook shop and store pages•   Central Internet logistic...
•   eReading-App for Android, Mobile App (Android and iPhone)                    Innovation – Insights – Interaction      ...
•   eReaders with integrated eBook-Shop                      Innovation – Insights – Interaction                      Robe...
•   Twitterwalls in our biggest Thalia stores                        Innovation – Insights – Interaction                  ...
•   Large-scaled QR poster                      Innovation – Insights – Interaction                      Robert Hadzetovic...
Thank you for your attention!Innovation – Insights – InteractionRobert Hadzetovic, CEO of Thalia Buch & Medien GmbH
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12.07.2012 T04 Digital Takeover, Robert Hadzetovic, Thalia

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Transcript of "12.07.2012 T04 Digital Takeover, Robert Hadzetovic, Thalia"

  1. 1. Multichannel at Thalia.at Innovation – Insights – Interaction Robert Hadzetovic, CEO of Thalia Buch & Medien GmbH
  2. 2. • Tasks of the multi-channel department - Online sales - Mobile sales - Digital sales - Coordination of the individual channels (design, development, management and controlling of multi-channel services) - Social Media Innovation – Insights – Interaction Robert Hadzetovic, CEO of Thalia Buch & Medien GmbH
  3. 3. Challenges OpportunitiesCoordination •Synergy effects Different systemes Confidence in stationary channel can be used Different requirements for controlling various for online channel (inkompatible) measurement options Differenzierung möglich Complex multi-channel services Cost synergiesChannel conflict Market expansion possible Goal conflicts •Customer loyalty Intern cannibalisation Multi-channel customers are loyal customers Different perceptions •Risk minimizationAllocation problems Depending on customer behavior (choice of How much budget for which channel (for the channel) decreases in the overall example marketing budget) consideration •New Opportunities Optimal service for customers Innovation – Insights – Interaction Robert Hadzetovic, CEO of Thalia Buch & Medien GmbH
  4. 4. Multichannel-Services at Thalia.at Innovation – Insights – Interaction Robert Hadzetovic, CEO of Thalia Buch & Medien GmbH
  5. 5. • Order online – pickup in store Innovation – Insights – Interaction Robert Hadzetovic, CEO of Thalia Buch & Medien GmbH
  6. 6. • Bonuscard can be used in all channels (+ free shipping for online bonuscard customers)• Order online, return-in-store-service• International gift card (valid in Germany and Austria, local stores, onlineshop and on the Thalia- eReader-shop) Innovation – Insights – Interaction Robert Hadzetovic, CEO of Thalia Buch & Medien GmbH
  7. 7. • Flysheet is also available online (products in flysheet linked to the online shop) Innovation – Insights – Interaction Robert Hadzetovic, CEO of Thalia Buch & Medien GmbH
  8. 8.  Free WLAN in all our local stores Store locator, store detail pages, booksellers profile pages and event calendar Innovation – Insights – Interaction Robert Hadzetovic, CEO of Thalia Buch & Medien GmbH
  9. 9. Innovations at Thalia.atInnovation – Insights – InteractionRobert Hadzetovic, CEO of Thalia Buch & Medien GmbH
  10. 10. • Facebook page with more than 57.500 fans with an integrated facebook shop and store pages• Central Internet logistics (with thalia-branded packaging) Innovation – Insights – Interaction Robert Hadzetovic, CEO of Thalia Buch & Medien GmbH
  11. 11. • eReading-App for Android, Mobile App (Android and iPhone) Innovation – Insights – Interaction Robert Hadzetovic, CEO of Thalia Buch & Medien GmbH
  12. 12. • eReaders with integrated eBook-Shop Innovation – Insights – Interaction Robert Hadzetovic, CEO of Thalia Buch & Medien GmbH
  13. 13. • Twitterwalls in our biggest Thalia stores Innovation – Insights – Interaction Robert Hadzetovic, CEO of Thalia Buch & Medien GmbH
  14. 14. • Large-scaled QR poster Innovation – Insights – Interaction Robert Hadzetovic, CEO of Thalia Buch & Medien GmbH
  15. 15. Thank you for your attention!Innovation – Insights – InteractionRobert Hadzetovic, CEO of Thalia Buch & Medien GmbH
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