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©	Wijnand	Jongen
Wijnand Jongen
Thuiswinkel.org
wijnandjongen.nl
@wijnandjongen
#OnlifeRetail
3
4
©	Ecommerce	Europe	9/5/2015©	Wijnand	Jongen
©	Wijnand	Jongen
World Of Retail
Is
Radically Changing
©	Wijnand	Jongen
A World of
Onlife Retail
©	Wijnand	Jongen
New Economic Paradigm
5
Emerging Economies
©	Ecommerce	Europe	9/5/2015
©	Wijnand	Jongen
The New
Onlife
Customer Journey
©	Wijnand	Jongen
1. Orientation
N = 1
©	Wijnand	Jongen
2. Selection
How do Onlife Shoppers
Select?
©	Wijnand	Jongen
Selection
1. Routine shopping
©	Wijnand	Jongen
Selection
2. By comparing
©	Wijnand	Jongen
Selection
3. By researching
46
©	Wijnand	Jongen
3. Payments
Anywhere, Instant
‘With a Blink of an Eye’
©	Wijnand	Jongen
4. Fulfilment and
Delivery
The last green mile
©	Wijnand	Jongen
Problems?
The last green mile
©	Wijnand	Jongen
©	Wijnand	Jongen
©	Wijnand	Jongen
Suppliers
• Return Management
• On demand 3-D printing
60
©	Wijnand	Jongen
Wharehousing
• Wharehouse logistics and sorting
• Urban consolidation centers
63
©	Wijnand	Jongen
Delivery and
Transportation
Page:	65
©	Wijnand	Jongen
Delivery
• Bike delivery
• Night delivery
• Electric vehicles
• Autonomous light commercial vehicles
• Co...
70
©	Wijnand	Jongen
Mobility from..
• Push to pull: customers in control
• Fossil to alternative fuel
• Ownership to sharing
...
©	Wijnand	Jongen
5. Customer Care
= More than Customer
Service
Page:	85
Page:	86
©	Wijnand	Jongen
The
New Retailers
Mantra
©	Wijnand	Jongen
Retailers should
NO LONGER
try to Fit the Customer
in their Environment
©	Wijnand	Jongen
Retailers should Fit in
-SEAMLESS-
in the Life of
Their Customers
©	Wijnand	Jongen
The
End of
Online Shopping?
©	Wijnand	Jongen
1.
Online and offline
become one
©	Wijnand	Jongen
2.
Moving from
bricks to clicks and
clicks to bricks
©	Wijnand	Jongen
3.
Channels and
business models
flowing together
©	Wijnand	Jongen
So, what about Technolgy?
96
©	Wijnand	Jongen
Technology does not Determine
Human Behavior.
Lee	Raine,	Barry	Wellman,	Networked 2014
©	Wijnand	Jongen
Technology does not Determine
Human Behavior.
Lee	Raine,	Barry	Wellman,	Networked 2014	
Humans Determine ...
©	Wijnand	Jongen
Authentic
Inclusive
Personal
Human Touch
Family Diner
©	Wijnand	Jongen
In
The New World
Of
Onlife Retail..
©	Wijnand	Jongen
Retailing
©	Wijnand	Jongen
Retailing
is about Putting Smiles
on the Faces of
Customers
©	Ecommerce	Europe	9/5/2015©	Wijnand	Jongen
Thank	You!
wijnandjongen.com @wijnandjongen #onliferetail
The onlife customer journey
The onlife customer journey
The onlife customer journey
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The onlife customer journey

Wijnand Jongen, CEO van Thuiswinkel.org en auteur van het boek The Onlife Customer Journey vertelde op het ISM Omnichannel Event 2017 zijn visie over trends in de retail. Wat kunnen we de komende jaren verwachten? Hoe gaan consumenten hiermee om? Bekijk de presentatie. - www.ism.nl -

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The onlife customer journey

  1. 1. © Wijnand Jongen Wijnand Jongen Thuiswinkel.org wijnandjongen.nl @wijnandjongen #OnlifeRetail
  2. 2. 3
  3. 3. 4
  4. 4. © Ecommerce Europe 9/5/2015© Wijnand Jongen
  5. 5. © Wijnand Jongen World Of Retail Is Radically Changing
  6. 6. © Wijnand Jongen A World of Onlife Retail
  7. 7. © Wijnand Jongen New Economic Paradigm 5 Emerging Economies
  8. 8. © Ecommerce Europe 9/5/2015
  9. 9. © Wijnand Jongen The New Onlife Customer Journey
  10. 10. © Wijnand Jongen 1. Orientation N = 1
  11. 11. © Wijnand Jongen 2. Selection How do Onlife Shoppers Select?
  12. 12. © Wijnand Jongen Selection 1. Routine shopping
  13. 13. © Wijnand Jongen Selection 2. By comparing
  14. 14. © Wijnand Jongen Selection 3. By researching
  15. 15. 46
  16. 16. © Wijnand Jongen 3. Payments Anywhere, Instant ‘With a Blink of an Eye’
  17. 17. © Wijnand Jongen 4. Fulfilment and Delivery The last green mile
  18. 18. © Wijnand Jongen Problems? The last green mile
  19. 19. © Wijnand Jongen
  20. 20. © Wijnand Jongen
  21. 21. © Wijnand Jongen Suppliers • Return Management • On demand 3-D printing
  22. 22. 60
  23. 23. © Wijnand Jongen Wharehousing • Wharehouse logistics and sorting • Urban consolidation centers
  24. 24. 63
  25. 25. © Wijnand Jongen Delivery and Transportation
  26. 26. Page: 65
  27. 27. © Wijnand Jongen Delivery • Bike delivery • Night delivery • Electric vehicles • Autonomous light commercial vehicles • Combining parcel and passenger delivery • Drones • Droids
  28. 28. 70
  29. 29. © Wijnand Jongen Mobility from.. • Push to pull: customers in control • Fossil to alternative fuel • Ownership to sharing • Closed data to open data • Physical links to IoT • Centralized to distributed planning • From private to public/private
  30. 30. © Wijnand Jongen 5. Customer Care = More than Customer Service
  31. 31. Page: 85
  32. 32. Page: 86
  33. 33. © Wijnand Jongen The New Retailers Mantra
  34. 34. © Wijnand Jongen Retailers should NO LONGER try to Fit the Customer in their Environment
  35. 35. © Wijnand Jongen Retailers should Fit in -SEAMLESS- in the Life of Their Customers
  36. 36. © Wijnand Jongen The End of Online Shopping?
  37. 37. © Wijnand Jongen 1. Online and offline become one
  38. 38. © Wijnand Jongen 2. Moving from bricks to clicks and clicks to bricks
  39. 39. © Wijnand Jongen 3. Channels and business models flowing together
  40. 40. © Wijnand Jongen So, what about Technolgy?
  41. 41. 96
  42. 42. © Wijnand Jongen Technology does not Determine Human Behavior. Lee Raine, Barry Wellman, Networked 2014
  43. 43. © Wijnand Jongen Technology does not Determine Human Behavior. Lee Raine, Barry Wellman, Networked 2014 Humans Determine how Technologies are used.
  44. 44. © Wijnand Jongen Authentic Inclusive Personal Human Touch
  45. 45. Family Diner
  46. 46. © Wijnand Jongen In The New World Of Onlife Retail..
  47. 47. © Wijnand Jongen Retailing
  48. 48. © Wijnand Jongen Retailing is about Putting Smiles on the Faces of Customers
  49. 49. © Ecommerce Europe 9/5/2015© Wijnand Jongen Thank You! wijnandjongen.com @wijnandjongen #onliferetail

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