IBM Confidential © 2014 IBM Corporation1 © 2014 IBM Corporation© 2014 IBM Corporation
Empowered customers are changing the...
IBM Confidential © 2014 IBM Corporation2 http://www.dreamspear.co.uk/ecommerce-trends-2014/
IBM Confidential © 2014 IBM Corporation3
Hepatitis A food outbreak traced
with grocery store loyalty card
clue
IBM Confidential © 2014 IBM Corporation4
Internet assortment AH
bigger than in stores
IBM Confidential © 2014 IBM Corporation5 http://bussumnatuurlijkbeter.wordpress.com/page/6/
IBM Confidential © 2014 IBM Corporation6
Every day 1.3 million
visitors, 300.000 new ads
8+ million ads on
marktplaats.nl
IBM Confidential © 2014 IBM Corporation7
Ter vergelijking: De Albert Heijn-formule is met 884 winkels en een omzet van 9,5...
IBM Confidential © 2014 IBM Corporation88
IPHONE 1: 2007
IBM Confidential © 2014 IBM Corporation99
IPAD 1: 2010
IBM Confidential © 2014 IBM Corporation10
Source: Zanox - gegevens uit meer dan duizend adverteerders programma’s in 7 Eur...
IBM Confidential © 2014 IBM Corporation11
IBM Confidential © 2014 IBM Corporation12
Neelie Kroes:
“Crazy court decision
to ban UBER in
Brussels”
IBM Confidential © 2014 IBM Corporation13
"Amazon's Retail Revolution - Business Boomers - BBC “
http://youtu.be/6UhrIEUjt...
IBM Confidential © 2014 IBM Corporation14
EMPOWERED CUSTOMERS ARE
CHANGING THE RULES
IBM Confidential © 2014 IBM Corporation15
IBM Confidential © 2014 IBM Corporation16 IBM Confidential © 2014 IBM Corporation© 2014 IBM Corporation16 IBM Confidential...
IBM Confidential © 2014 IBM Corporation17
We see our customers as invited guests to a party, and
we are the hosts. It's ou...
IBM Confidential © 2014 IBM Corporation18
Retailers using current location (GPS)
negative neutral positive
28 49 23
23 51 ...
IBM Confidential © 2014 IBM Corporation19 © 2014 IBM Corporation19
IBM Confidential © 2014 IBM Corporation20 © 2014 IBM Corporation20
IBM Confidential © 2014 IBM Corporation21
#1 SHOWCASE YOUR FULL RANGE
IBM Confidential © 2014 IBM Corporation22
#2 INSPIRE
IBM Confidential © 2014 IBM Corporation23
#3 PROVIDE THE RIGHT CONTENT
IBM Confidential © 2014 IBM Corporation24
#4 ADRESS THE ONLINE-OFFLINE GAP
IBM Confidential © 2014 IBM Corporation25 IBM Confidential © 2014 IBM Corporation25
#5 BE ACTIVE!
IBM Confidential © 2014 IBM Corporation26
#6 BE SPECIAL
IBM Confidential © 2014 IBM Corporation27
#7 INTEGRATE DIGITAL AND PHYSICAL
IBM Confidential © 2014 IBM Corporation
IBM Confidential © 2014 IBM Corporation28
By 2015, 50% of online sales will involve social networks*, make
sure you’re act...
IBM Confidential © 2014 IBM Corporation29
#9 Easy to find and interact
IBM Confidential © 2014 IBM Corporation30
#10 BE CONSISTENT & COMPREHENSIVE
Example: Omni-channel mix for fashion retailer...
IBM Confidential © 2014 IBM Corporation31
IBM Confidential © 2014 IBM Corporation32
IBM Confidential © 2014 IBM Corporation33
Customer
journey
Enablers
KPI´s
Examples
Roadmap
Technology
Next steps
IBM Confidential © 2014 IBM Corporation34
IBM Confidential © 2014 IBM Corporation35
IBM Confidential © 2014 IBM Corporation36 IBM Confidential © 2014 IBM Corporation36
Thank you!
Jerry J. Stam MBA MsC LLM
S...
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Empowered customers are changing the rules #ibmbcnl

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Empowered customers are changing the rules #ibmbcnl

  1. 1. IBM Confidential © 2014 IBM Corporation1 © 2014 IBM Corporation© 2014 IBM Corporation Empowered customers are changing the rules IBM Business Connect 20/5/14
  2. 2. IBM Confidential © 2014 IBM Corporation2 http://www.dreamspear.co.uk/ecommerce-trends-2014/
  3. 3. IBM Confidential © 2014 IBM Corporation3 Hepatitis A food outbreak traced with grocery store loyalty card clue
  4. 4. IBM Confidential © 2014 IBM Corporation4 Internet assortment AH bigger than in stores
  5. 5. IBM Confidential © 2014 IBM Corporation5 http://bussumnatuurlijkbeter.wordpress.com/page/6/
  6. 6. IBM Confidential © 2014 IBM Corporation6 Every day 1.3 million visitors, 300.000 new ads 8+ million ads on marktplaats.nl
  7. 7. IBM Confidential © 2014 IBM Corporation7 Ter vergelijking: De Albert Heijn-formule is met 884 winkels en een omzet van 9,5 miljard euro de grootste voedingsmiddelenketen van Nederland
  8. 8. IBM Confidential © 2014 IBM Corporation88 IPHONE 1: 2007
  9. 9. IBM Confidential © 2014 IBM Corporation99 IPAD 1: 2010
  10. 10. IBM Confidential © 2014 IBM Corporation10 Source: Zanox - gegevens uit meer dan duizend adverteerders programma’s in 7 Europese regio’s gebruikt: Benelux, Oost-Europa, Frankrijk, Duitsland, Italië, Scandinavië en Spanje. http://icultu.re/1spZfvw
  11. 11. IBM Confidential © 2014 IBM Corporation11
  12. 12. IBM Confidential © 2014 IBM Corporation12 Neelie Kroes: “Crazy court decision to ban UBER in Brussels”
  13. 13. IBM Confidential © 2014 IBM Corporation13 "Amazon's Retail Revolution - Business Boomers - BBC “ http://youtu.be/6UhrIEUjtwI
  14. 14. IBM Confidential © 2014 IBM Corporation14 EMPOWERED CUSTOMERS ARE CHANGING THE RULES
  15. 15. IBM Confidential © 2014 IBM Corporation15
  16. 16. IBM Confidential © 2014 IBM Corporation16 IBM Confidential © 2014 IBM Corporation© 2014 IBM Corporation16 IBM Confidential PUT YOUR CUSTOMERS AT THE HEART OF EVERYTHING YOU DO
  17. 17. IBM Confidential © 2014 IBM Corporation17 We see our customers as invited guests to a party, and we are the hosts. It's our job every day to make every important aspect of the customer experience a little bit better. Jeff Bezos
  18. 18. IBM Confidential © 2014 IBM Corporation18 Retailers using current location (GPS) negative neutral positive 28 49 23 23 51 26 22 50 28 20 50 30 17 52 31 Associates able to pull up my browsing history Retailers texting me Retailers analyzing my posts to recommend new items Retailers contacting me via social networks Source: IBM IBV 2013 survey, n= 30,554. Q31 InfoShare *SoLoMo = Social Location Mobile Assuming you are working with a trusted retailer, how willing would you be to share the following information?
  19. 19. IBM Confidential © 2014 IBM Corporation19 © 2014 IBM Corporation19
  20. 20. IBM Confidential © 2014 IBM Corporation20 © 2014 IBM Corporation20
  21. 21. IBM Confidential © 2014 IBM Corporation21 #1 SHOWCASE YOUR FULL RANGE
  22. 22. IBM Confidential © 2014 IBM Corporation22 #2 INSPIRE
  23. 23. IBM Confidential © 2014 IBM Corporation23 #3 PROVIDE THE RIGHT CONTENT
  24. 24. IBM Confidential © 2014 IBM Corporation24 #4 ADRESS THE ONLINE-OFFLINE GAP
  25. 25. IBM Confidential © 2014 IBM Corporation25 IBM Confidential © 2014 IBM Corporation25 #5 BE ACTIVE!
  26. 26. IBM Confidential © 2014 IBM Corporation26 #6 BE SPECIAL
  27. 27. IBM Confidential © 2014 IBM Corporation27 #7 INTEGRATE DIGITAL AND PHYSICAL IBM Confidential © 2014 IBM Corporation
  28. 28. IBM Confidential © 2014 IBM Corporation28 By 2015, 50% of online sales will involve social networks*, make sure you’re active! *Source: Mashable / Gartner research #8 BE SOCIAL
  29. 29. IBM Confidential © 2014 IBM Corporation29 #9 Easy to find and interact
  30. 30. IBM Confidential © 2014 IBM Corporation30 #10 BE CONSISTENT & COMPREHENSIVE Example: Omni-channel mix for fashion retailers Online: virtual fitting rooms/outfit builders, wish lists, customer reviews, help via instant messaging and ability to pay using gift cards In-store: wifi, mobile ePos, staff equipped with tablets or terminals so that they can see what the customer sees, personal shopping service. Mobile: filter options when browsing, customer reviews, total spend visible and a GPS store locator Social: A strong engagement with customers, with frequent updates, blogs and inspiration. Cross-channel/fulfillment: Free home delivery, next day click and collect, reserve and collect from store option, same day delivery and specified delivery slots. http://shopperdiscountsrewards.org/2014/03/14/topshop-gets-top-spot-as-best-omni-channel-fashion-retailer/
  31. 31. IBM Confidential © 2014 IBM Corporation31
  32. 32. IBM Confidential © 2014 IBM Corporation32
  33. 33. IBM Confidential © 2014 IBM Corporation33 Customer journey Enablers KPI´s Examples Roadmap Technology Next steps
  34. 34. IBM Confidential © 2014 IBM Corporation34
  35. 35. IBM Confidential © 2014 IBM Corporation35
  36. 36. IBM Confidential © 2014 IBM Corporation36 IBM Confidential © 2014 IBM Corporation36 Thank you! Jerry J. Stam MBA MsC LLM Senior Managing Consultant Jerry.Stam@nl.ibm.com +31651285639 @ibm_retail_nl nl.linkedin.com/in/jerrystam

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