Download as PDF, PPTX
Uploaded by1st Web
1st Web Cross Channel Seminar - Fremtidens Forbruger (Asger)
The document discusses the changing consumer behaviors and the need for retailers to adopt an omni-channel approach. It notes that future generations of consumers are highly connected and move seamlessly between channels. To succeed, retailers need to provide consistent inventory, purchase options like buy online pickup in store, and customer service across all channels including mobile. Small pilot programs can help retailers test omni-channel strategies as consumers now expect to shop how they want, when they want, across any device.
More Related Content
Similar to 1st Web Cross Channel Seminar - Fremtidens Forbruger (Asger)
1st Web Cross Channel Seminar - Fremtidens Forbruger (Asger)
- 1. The consumer of tomorrow 5thAugust By Asger Munkholm Højfeldt
- 2.
- 3.
- 4. Agenda • What isOmni Channel? • Why do we even care? • What to do?
- 6. By the numbers Pro"tablesince 1999 Present in 13Countries Certi"ed partners 200 Customers + 4,000 Websites + 12,000 Daily visitors + 1,000,000
- 7.
- 8. Di#erent approaches • Single Channel • Multi Channel • Cross Channel • Omni Channel
- 9.
- 10. It’s all aboutsatisfaction
- 11. So why dowe even care?
- 12. Facts • Retail businessis the same as before – But the channel mix di#ers • And we spend our money on new markets
- 13. The future generations:Y Source: Retail Institute Scandinavia • Born 1980 – 2000 • Largest generation world wide • Huge buying power • Moves between channels as they like
- 14. The future generations:Z • Born ? – Now • Highly connected from birth • Will change the behavior of purchasing
- 15. PWCsurveywith+7000respondents Consumers won’t waituntil the retailers create an Omni- channel experience for them – they create it them self…
- 17. The brand newworld… • 66% decisions of a purchase involves the Internet • 71% uses their smartphone in stores • In 5 years 85% of the world is on 3G – 50% on 4G
- 18. Have searched forretailers nearest store
- 20. So why dowe even care? • Debenhams estimates the value of an Omni-channel customer 3 times bigger than an online-only customer
- 21.
- 22. How to getstarted Get your basics straight… 1. Who’s in charge 2. Start simple – what’s your touch points 3. Create and prove small projects
- 23. Before we start Thesimple test • Does your website re$ect your stores? • Does your website work on all platforms your customers are at?
- 27. Facts • Global tabletusage in Q1 2013 was up 282% year-on-year • Mobile used to go online increased 60% over the same period GlobalWebIndex report • Retail searches on tablets are up 132% BRC Google Online Retail Monitor
- 28. What to do? • Stock in store
- 31. What to do? • Stock in store • Click and collect
- 34. Collect at store • 80% of UK consumers have used this • 20% does this at least once a month
- 35. What to do? • Stock in store • Click and collect • Store to door
- 39. What to do? • Stock in store • Click and collect • Store to door • Customer service as in store
- 41. Facts • 53% ofUK consumers have used this tool • Schuh experience approx. 80% better conversion with video chat
- 42. What to do? • Stock in store • Click and collect • Store to door • Customer service as in store • Mobile POS / Kiosks
- 43. Nordstrom – MobilePOS Nordstrom uses mobile POS devices in its stores to enable sta# to check out customers anywhere in its stores, and cut the queues down.
- 44.
- 45. New Balance The NewBalance iPad app is deisgned to helo customers and sales assistants in store, allowing them to access the product catalogue, check stock, and help with sizing issues.
- 46. Tesco Tesco has kiosksin several stores. These allow for stock checking and ordering. - They also has interactive mirrors which allow users to try clothes on - virtually
- 47. Facts on Mobile/ Kiosks • 20% more transactions • Higher customer satisfaction • 52% US retailers expect Mobile POS in 2 years
- 48. What to do? • Stock in store • Click and collect • Store to door • Customer service as in store • Mobile POS / Kiosks • Interactivity in store
- 52. What to do? • Stock in store • Click and collect • Store to door • Customer service as in store • Mobile POS / Kiosks • Interactivity in store • Use your channels
- 53.
- 56. Get out of thebox… Be Non-line
- 61. I can’t doall that…
- 62. Have you madean agreement with your competitors?
- 63. You can’t controlthe waves, but you can learn to surf! Jon Kabat Zinn
- 64. How to getstarted Get your basics straight… 1. Who’s in charge 2. Start simple – what’s your touch points 3. Create and prove small projects
- 65. Pick from thelist… • Stock in store • Collect at store • Store to door • Customer service as in store • Mobile POS / Kiosks • Interactivity in store • Interact equally via all channels
- 66. Thanks... Asger Munkholm Højfeldt ProductManager Twitter.com/AsgerMH LinkedIN.com/AsgerMH Blog.AsgerMH.com amh@dynamicweb.dk +45 6040 3025
- 67.