Multichannel innovation-webloyalty

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Practicology

webloyalty Multichannel innovation presentation for Ecom UK

Business

Innovation in a multichannel world
18 October 2012
Guy Chiswick
Managing Director, Webloyalty

A future shopping trip

Online In-store

Customer logs into
Research products, availability and Message from retailer with store, receives update
Find product in a shop
prices online recommendations of deals and
personalised product
Mobile used to scan products for suggestions
Product selection and details sent
price comparison and product
to mobile phone
information

Customer reviews
Go to shop to view the product Customer finds online is
Customer locates nearest product and asks for
cheaper, uses mobile to
shop with best price and opinion
go online and buy the
Order product in store and track availability using GPS map
product
delivery

Mobile used to reserve item at
chosen store
Mobile used to download or
redeem mobile coupon
Once payment is made, customer
receives mobile coupon via text to
redeem against next online
purchase

Multichannel innovation
Usage is commonplace
Big can be better
But smaller is often cleverer
Returns are a major issue
Consistency is key

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Ecommerce Department of The Future – Ecommerce UK introduces a selection of seasoned multichannel retailers and experts to talk about how their careers have progressed, as well as how and why ecommerce departments (and wider organisations) are changing to embrace multichannel retail. Presentations from Nupur Manchanda, Practicology; Emma Grinter, Waterstone’s; Jamie Merrick, Demandware; Marianna Satanas, Mr Porter; Ian Scarr, SLI SYstems; Arif Harbott, Morrisons; Elliot Zissman, Pythian; Jonathan Hall, Cranberry Panda.

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1. Innovation in a multichannel world 18 October 2012 Guy Chiswick Managing Director, Webloyalty

4. A future shopping trip Online In-store Customer logs into Research products, availability and Message from retailer with store, receives update Find product in a shop prices online recommendations of deals and personalised product Mobile used to scan products for suggestions Product selection and details sent price comparison and product to mobile phone information Customer reviews Go to shop to view the product Customer finds online is Customer locates nearest product and asks for cheaper, uses mobile to shop with best price and opinion go online and buy the Order product in store and track availability using GPS map product delivery Mobile used to reserve item at chosen store Mobile used to download or redeem mobile coupon Once payment is made, customer receives mobile coupon via text to redeem against next online purchase

10.

11.

12. Multichannel innovation Usage is commonplace Big can be better But smaller is often cleverer Returns are a major issue Consistency is key

Multichannel innovation-webloyalty

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