Omnichannel without Omnichaos

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This is my presentation from the recent Figaro Digital Conference at The Royal College of Physicians in London.

Omnichannel is an important new principle for me. My agency, Equator was always been an integrated one. Omnichannel is about deeper integration of channels to free consumers up to access them in whatever way suits them.

At Equator, we are already working on strategic Omnichannel initiatives with retail, hospitality, utility and finance businesses.

I talked about, in a pecha kucha style, the basic principles of Omnichannel, why I think Omnichannel is important and how it can make business more profitable.

Published in: Technology, Business

Omnichannel without Omnichaos

  1. 1. @JAMESJEFFERSON EQTR.COM Omnichannel Omnichaos Achieve Without creating
  2. 2. @JAMESJEFFERSON EQTR.COM Omnichannel Omnichaos Achieve Without creating
  3. 3. @JAMESJEFFERSON EQTR.COM Adam Me
  4. 4. @JAMESJEFFERSON EQTR.COM Omnichannel. A new buzzword. Single Multi Cross Omni
  5. 5. @JAMESJEFFERSON EQTR.COM Customer over channel
  6. 6. @JAMESJEFFERSON EQTR.COM Omnichannel makes more money. Simple as that. Stats: IDC Retail Insights, SD Retail Consulting, Wall Street Journal (Not made up!)
  7. 7. @JAMESJEFFERSON EQTR.COM ways to suck at it. 12
  8. 8. @JAMESJEFFERSON EQTR.COM Treat your customers like strangers. No.1
  9. 9. @JAMESJEFFERSON EQTR.COM Keep your comms channel specific. No.2 Awareness Interest Desire Action Support Advocacy BRAND DISPLAY TACTICAL DISPLAY WEBSITE SEARCH SOCIAL IN-STORE SOCIAL
  10. 10. @JAMESJEFFERSON EQTR.COM Keep your comms channel specific. No.2 Awareness Interest Desire Action Support Advocacy BRAND DISPLAY TACTICAL DISPLAY WEBSITE SEARCH SOCIAL IN-STORE
  11. 11. @JAMESJEFFERSON EQTR.COM Keep your comms channel specific. No.2 Awareness Interest Desire Action Support Advocacy BRAND DISPLAY TACTICAL DISPLAY WEBSITE SEARCH SOCIAL IN-STORE
  12. 12. @JAMESJEFFERSON EQTR.COM Bend customers Around your old crm tech. No.3
  13. 13. @JAMESJEFFERSON EQTR.COM Change your beliefs for each conversation. No.4
  14. 14. @JAMESJEFFERSON EQTR.COM Never talk to your customers. No.5
  15. 15. @JAMESJEFFERSON EQTR.COM No.6 Never listen to your customers.
  16. 16. @JAMESJEFFERSON EQTR.COM Implement Tech Because Its Cool. No.7
  17. 17. @JAMESJEFFERSON EQTR.COM Leave staff to their own devices. No.8
  18. 18. @JAMESJEFFERSON EQTR.COM Keep your team in Silos. No.9
  19. 19. @JAMESJEFFERSON EQTR.COM Partner with loads of specialists. No.10
  20. 20. @JAMESJEFFERSON EQTR.COM Aim for perfection before launching anything. No.11
  21. 21. @JAMESJEFFERSON EQTR.COM Avoid accountability at all costs. No.12
  22. 22. @JAMESJEFFERSON EQTR.COM In sum 1. Single customer view across all touch points. 2. Make all-channels connect to every stage of purchasing. 3. Design processes around customer insight. 4. Distil brand values and align everyone in the company. 5. Engage in open conversation & deliver remarkable content & features. 6. Build a customer feedback community. 7. Put the customer before the tech. 8. Enable staff with smart tech. 9. Build multi-skilled teams. 10. Choose integrated, open partners. 11. Release, Test & Refine. 12. Make everything accountable.
  23. 23. @JAMESJEFFERSON EQTR.COM WE ARE OMNICHANNEL Retail Finance Utilities Hospitality
  24. 24. @JAMESJEFFERSON EQTR.COM Thank you! Lets talk.

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