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Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1
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Cross-Channel Retailing: Leveraging Multi-Channel Assets (ARC Presentation) V1

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3 critical challenges for retail and how to address them by leveraging your Multi-Channel Assets. Delivered at the ARC retail conference on 24th September, 2008.

3 critical challenges for retail and how to address them by leveraging your Multi-Channel Assets. Delivered at the ARC retail conference on 24th September, 2008.

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  • 1. 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
  • 2. Charteris = Business & IT Consultancy Key Focus = Customer Centric Multi-Channel Retailing
  • 3. 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
  • 4. What’s happening in the market?
  • 5. 3 Critical Challenges
  • 6. 1. Channel Convergence
  • 7. Seamless customer-facing culture, brand and service across channels...
  • 8. ... build loyalty through compelling cross-channel experiences
  • 9. 2. Social Consumer Behaviour
  • 10. Maximise your engagement channels...
  • 11. ... leverage social media and the web
  • 12. 3. Credit Crunch
  • 13. Innovate through “Low cost / High benefit” multi-channel customer propositions...
  • 14. ...link up existing assets to create new value-add services
  • 15. We see an underlying theme...
  • 16. “Leveraging existing assets”
  • 17. Existing Assets = People | Channels | Process | Technology
  • 18. Gain Improve Competitive Customer Advantage Service Increase Sales Gain Market Revenue Share
  • 19. = Customer Centricity
  • 20. BUT...
  • 21. ...easier said than done
  • 22. Retailers currently face a lot of challenges
  • 23. 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
  • 24. Focus: 1
  • 25. Changing Culture
  • 26. 3 Key Differentiators
  • 27. Culture can be more powerful than colour!
  • 28. What are the benefits of a cross-channel culture?...
  • 29. Channel Convergence ...loyalty through seamless multi-channel experiences
  • 30. Focus: 2
  • 31. Doing more with existing assets
  • 32. Social consumer behaviour Leveraging Social Media and the Web
  • 33. Did you know?...
  • 34. This isn’t a youth thing UK 17.1m Adults Only Image Source : Universal McCann Wave 3
  • 35. Did you also know?...
  • 36. We’re already moving past Web 2.0? Image Source : http://thepaisano.wordpress.com/2008/03/08/web-20-vs-web-30/
  • 37. Back to Basics...
  • 38. Web 1.0 vs Web 2.0
  • 39. Company to Consumer: Shut up and Listen Image Source: BK Group
  • 40. Web 2.0 We’re in a 2-Way conversation
  • 41. The Web as a Conversation Platform
  • 42. They’re talking about...
  • 43. The consumer conversation is underpinned by Social Media
  • 44. What can it do for your business?
  • 45. How do you leverage it?
  • 46. Leveraging Social Media is about getting your consumers do your marketing for you
  • 47. Some easy strategic decisions...
  • 48. Pick your dissemination channels
  • 49. Maybe a bit of technology
  • 50. Some relevant human resource
  • 51. And lots of inter-personal engagement!
  • 52. Focus: 3
  • 53. Linking Assets Together
  • 54. The Credit Crunch Joining up existing assets to create new compelling services
  • 55. Making 50 lbs do the job of 400 lbs
  • 56. Existing Assets = People | Channel | Process | Technology
  • 57. 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
  • 58. Single view of the customer - Oh really?
  • 59. One stock file - Oh really?
  • 60. Some ideas for linking assets...
  • 61. 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
  • 62. Click & Collect
  • 63. Who owns the sale?
  • 64. Making it happen...
  • 65. Some underpinning integration of process and technology...
  • 66. ...and lots of Customer Centricity including the “Voice of the Customer”
  • 67. How can we help?
  • 68. Summary
  • 69. 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
  • 70. Leverage your multi-channel assets!
  • 71. Thank-You
  • 72. 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

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