True omni channel commerce growth strategies and Tactics

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GoECart CEO details what true omni-channel commerce really entails. The presentation demonstrates how merchants can provide a comprehensive, 360 degree shopping experience for their customers – both online and off and how an integrated front and back end retail solution can help merchants deliver the complete picture from purchasing through fulfillment. It also touches on how merchants can leverage the latest ecommerce, order management, and customer services technologies to deliver a better all-around shopping experience that will build loyal customers who will shop with them time and again.

Highlights include:
• Understand what customers *really* want
• Leverage the major components of 360 degree selling
• Deliver the goods on time every time with integrated order management and fulfillment
• Build and harness customer community with social media and Web 2.0
• Provide incentives for return/repeat business
• Leverage CRM to build better meaningful relationships with your customers
• Let customers pay how they want — and make payments easy
• Mine for golden nuggets about your business using state-of the art web analytics
• Use the latest technology tools to provide new levels of customer service

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True omni channel commerce growth strategies and Tactics

  1. 1. True Omni-Channel Commerce – Growth Strategies and Tactics 2013 Dx3 Canada Wed, March 6, 2013 A Presentation by Manish Chowdhary, CEO, GoECart© 2013 GoECart Proprietary and Confidential. All Rights Reserved.
  2. 2. About Me and GoECart  Founded in Feb 2000  Committed to Product Innovation and Client Success (3 patents awarded, 3 pending)  Nominated Best Ecommerce Solution four years in a row.  Featured as a Leading Vendor in Forrester Research 2012 Guide (Selecting Your Commerce Solution Across North America And EMEA)  2012 CQIA Gold Innovation Prize Winner  2013 Stevie Awards Gold Winner for Best Customer Service Thought Leadership Recognized By Industry Experts:© 2013 GoECart Proprietary and Confidential. All Rights Reserved.
  3. 3. US Online Retail Forecast© 2013 GoECart Proprietary and Confidential. All Rights Reserved.
  4. 4. Ecommerce Forecast Highlights  $202 Billion in 2011  $226 Billion in 2012  $327 Billion in 2016  10.1%+ CAGR from 2011 - 2016  167 million people (53% of US population) purchased something online in 2011  192 million people (56% of US population) WILL purchase something online in 2016  $1,207 average yearly online spending in 2011  $1,738 average yearly online spending in 2016.© 2013 GoECart Proprietary and Confidential. All Rights Reserved.
  5. 5. Customers are connecting with brands and retailers differently  More than 50% of mobile phones are now smartphones  Tablet ownership reached 19% of adult population  68% of online adults have a facebook account; including over 50% of adults over age 68  56% of social networkers have liked, followed or became fan of a brand, product or company© 2013 GoECart Proprietary and Confidential. All Rights Reserved.
  6. 6. Multi-Channel Customers are More Valuable Avg. Annual Spend Per Customer Store Only: X Store + Online: 3.5X Store + Mobile: 4X Store + Online + Mobile: 6X© 2013 GoECart Proprietary and Confidential. All Rights Reserved.
  7. 7. What Customers Really Want?  Anything (What?)  Anywhere (Where?)  Anytime (When?)© 2013 GoECart Proprietary and Confidential. All Rights Reserved.
  8. 8. Top Omni-Channel Challenges  Channel Conflicts  Pricing Models  Technology and Operations© 2013 GoECart Proprietary and Confidential. All Rights Reserved.
  9. 9. Serious Multi-Channel Commerce is Hard!© 2013 GoECart Proprietary and Confidential. All Rights Reserved.
  10. 10. Success in Omni-Channel requires achieving best in class experiences both online and offline© 2013 GoECart Proprietary and Confidential. All Rights Reserved.
  11. 11. Multi-Channel Ecommerce: Critical Success Factors Web Content Order Entry & 99.9% Reliability & On-Demand Scalability Contact Center Role-Based Security & PCI Compliance Management SEO & SEM Processing Product Online Continuous Innovation Inventory Catalog Marketplaces & Payment, Ship Management Management CSEs ping & Taxes Fulfillment Shopping Cart Social (Pick/Pack/ & Checkout Networking Personalization Ship/Drop Ship) Email Purchasing and Merchandising Mobile Marketing Returns (Targeted 1:1) Site Search & International Transactional Reporting & Guided (Markets & Customers) E-mails Analytics Navigation© 2013 GoECart Proprietary and Confidential. All Rights Reserved.
  12. 12. Retail Growth Strategies In the Era of Anytime, Anywhere, Any Device Consumer© 2013 GoECart Proprietary and Confidential. All Rights Reserved.
  13. 13. Leverage the Components of 360° Selling  Order Online – Pickup in Store (e.g. Walgreens Photo)  Site-to-Store Delivery  In-Store Shopping (Tablets, Kiosks, etc.)  Same Day Home Delivery (e.g. Shutl)  Digital (Email) Receipts  Online Order and Shipment Tracking  Integrated Sales Promotions  Single View of the Customer© 2013 GoECart Proprietary and Confidential. All Rights Reserved.
  14. 14. Harness Customer Community with Social Media and Web 2.0  Product Reviews and Ratings  Curated Content (e.g. JustFab, ModCloth, DailyGrommet)  Facebook (Likes, Wants, Comments, Gifts, etc.)  Twitter (Deal Alerts, Low Stock Notifications, etc.)  Pinterest  Community Live Chat  User Generated Videos© 2013 GoECart Proprietary and Confidential. All Rights Reserved.
  15. 15. Provide Incentives for Return/Repeat business  Shipping Club (e.g. Amazon Prime, ShopRunner)  Membership Club (e.g. ShoeDazzle, Birchbox, Netflix)  Loyalty Rewards (e.g. Hotels.com)  Exclusive Offers (e.g. Cirque du Soleil)  Flash Deals (e.g. RueLaLa, OneKingsLane)  Daily Deals (e.g. LivingSocial, Groupon)  Auto Re-Order (e.g. GNC)  Easy Returns (Online and Offline)© 2013 GoECart Proprietary and Confidential. All Rights Reserved.
  16. 16. Leverage CRM - Build Meaningful Relationships With Your Customers  Create Customer Personas (e.g. Bargain Hunters, Loyalists, etc.)  Event Reminders  Relevant and Timely Marketing Emails  Brand Advocates and Detractors  Customer Preferences (e.g. Email Delivery Frequency)  High Touch vs. High Tech© 2013 GoECart Proprietary and Confidential. All Rights Reserved.
  17. 17. Allow Any Payment Methods and Make Them Super Easy  Credit Cards  Store Cards  eCheck / ACH  Gift Certificates  PayPal  Google Wallet  Amazon Payments  PayPal Bill Me Later  Layaway© 2013 GoECart Proprietary and Confidential. All Rights Reserved.
  18. 18. Mine For Business Insight Using State-of-the-art Web Analytics  Average Order Value  Time Spent on Site by Function (e.g. Store Locator)  Number of Pages per Visit  Multi-Channel Conversion Funnels  Direct vs. In-Direct Traffic  Top and Zero Results Site Search Terms  Top Referrers  Channel Attribution© 2013 GoECart Proprietary and Confidential. All Rights Reserved.
  19. 19. Use Latest Technology to Provide New Levels of Customer Service  Rich Transactional Emails (e.g. Abandoned Cart Email)  SMS Notifications (e.g. Bronto)  Sentiment Analysis  Mine, Monitor and Respond to Facebook Comments and Twitter Feed  Community Live Chat  How-To Videos (e.g. Invodo)  Social Q&A (e.g. Disqus)  Surveys and Feedback (e.g. 4Q, BizRate, etc.)© 2013 GoECart Proprietary and Confidential. All Rights Reserved.
  20. 20. Introducing GoECart360 The Ultimate All-in-One SaaS Ecommerce Suite© 2013 GoECart Proprietary and Confidential. All Rights Reserved.
  21. 21. Thank You! Manish Chowdhary CEO, GoECart Toll-Free: 877-243-3612 Email: Sales@GoECart.com Twitter: @goecart www.GoECart.com© 2013 GoECart Proprietary and Confidential. All Rights Reserved.

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