Leveraging Multichannel Assets - ARC Conference Presentation V1

3,541 views

Published on

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.

Published in: Business, Economy & Finance
0 Comments
2 Likes
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total views
3,541
On SlideShare
0
From Embeds
0
Number of Embeds
95
Actions
Shares
0
Downloads
103
Comments
0
Likes
2
Embeds 0
No embeds

No notes for slide

Leveraging Multichannel Assets - ARC Conference Presentation V1

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

×