As COVID-19 drives digital transformation across all industries, it is no different for e-commerce. Today unprecedented changes are happening in e-commerce with lots of emerging trends. Online grocery shopping soars during the coronavirus crisis and millions of users (mostly seniors) are first time using online shopping. The future of commerce has been shaping right now. Where is the next leap in e-commerce?
Retailers need to understand how to target customers in the right way and customers need retailers to understand them and offer them something at value all the time. OmniChannel retailing is the ultimate solution for retailer to connect with their customers and provide them with outstanding customized experience.
Join our Social Learning Network:
http://www.openthinking.ae
Shopper Showrooming: Retailer Strategies in a Smartphone World Self-employed
In his Shopper Marketing Asia 2014 talk, our CEO Arthur Policarpio discuss showrooming and reverse showrooming. He also gives strategies on how retailers can respond by integrating mobile in the shopping journey.
Three Proven Ways to Increase Consumer Confidence and Drive RevenueBlue Acorn
During Blue Acorn's September webinar we spoke to Riskified, Norton Shopping Guarantee and Affirm about the importance of building consumer confidence during the ecommerce customer journey.
Retailers need to understand how to target customers in the right way and customers need retailers to understand them and offer them something at value all the time. OmniChannel retailing is the ultimate solution for retailer to connect with their customers and provide them with outstanding customized experience.
Join our Social Learning Network:
http://www.openthinking.ae
Shopper Showrooming: Retailer Strategies in a Smartphone World Self-employed
In his Shopper Marketing Asia 2014 talk, our CEO Arthur Policarpio discuss showrooming and reverse showrooming. He also gives strategies on how retailers can respond by integrating mobile in the shopping journey.
Three Proven Ways to Increase Consumer Confidence and Drive RevenueBlue Acorn
During Blue Acorn's September webinar we spoke to Riskified, Norton Shopping Guarantee and Affirm about the importance of building consumer confidence during the ecommerce customer journey.
Omnichannel IS:
A commitment to delivering a seamless, compelling and personalized shopper experience, regardless of where or how your customer is engaged with you
Achieving Customer Experience Excellence in RetailBrent Biddulph
A prospective view on how big data analytics and connected data is enabling customer experience (CX) innovation in a digital economy that is reshaping an age-old industry.
This short deck was presented at #onlinetuesday in Felix Mertis Amsterdam on 13 November 2013. It talks about the need to develop an omnichannel vision for retailers. Not just the front-end part, but also the fulfilment and the business model behind it. Not forgetting the "attitude" of the staff.
Multi channel strategy individual presentationSaket Toshniwal
Extensive Research on THE FUTURE OF RETAIL – 2020
Omnichannel Customer Experience | Big Data | Supply Chain | Digital Technology. Benchmark practices in world
What's next after omnichannel? A customer centric approach to retail. Mark Th...StrongPoint
Retailers around the world have faced more change in the last 5 years than in the previous 25, mainly due to a shift in power from the retailer to the consumer. Most of this is as a result of consumer technology allowing shoppers to access information about products and to buy on line from a far wider choice of retailers. In itself, this technology has also undergone change, from desktop PCs to mobiles. So, is it all about managing channels to create an Omnichannel offering, or are retailers now facing a new reality where retail needs a re-design. In this session, we explore what some retailers are doing to create a single approach to the customer across all channels and platforms.
Digital tools are moving offline thanks to mobile devices, creating a generation of connected consumers in a hyperlinked world. People are using their phones to keep shopping lists, get information, solicit opinions and much more—all while cruising the aisles of brick and mortar stores. In this new reality, bits and bricks are no longer separate and "online" is everywhere.
As today’s consumer-driven technology continues to evolve, the at-retail environment is in the best position to utilize these new tools. Through mobile, retailers can engage shoppers on the spot, enhance their experiences and ultimately influence their decisions right at the point of purchase. Yet, many companies are overwhelmed with the rate of technology change and challenged to find ways to adopt technology into the right state.
At the POPAI Breakthrough Thinking Conference "Marketing at Retail Technology and Shopper Behavior: Reaching Retail Consumers with New Strategies" last Thursday (http://popai.com/tech), Allison Mooney and Caleb Kramer of MobileBehavior, a Tribal DDB Company, shared the latest insights on how consumers are using mobile devices while shopping and how marketers can embrace these behaviors to enhance the in-store experience. See their presentation here.
Great white paper report published by St. Joseph Communications on Omni-channel advertising focused around providing solutions to retailers and brands.
5 Simple Tools for Mobile Wallet MarketingKim Stuart
Slides from webinar discussing mobile wallet marketing, how it works, real world case studies and how to incorporate it into your business plan.
Using Apple Passbook and Google Wallet as the drop-in manager for mobile wallet passes instead of creating and distributing an app is a more economical method, leverages existing technology and offers small to mid size businesses the opportunity to focus on the campaign and not the technology. Discusses compatibility with iBeacons and geo-fencing notifications.
A product manager cum user view of mobile shopping experience in India. Ways to personalize the user experience on mobile for profits and user stickiness.
With the evolution of technology, new platforms of marketing started to emerge.
Traditional marketing became a secondary option for new-age businesses when digital marketing was introduced. It allowed brands to reach their target audience at a much lower cost with a better conversion rate.
5 current digital marketing challenges"
1. A customer-centric marketing campaign
2. Creating engaging content that drives action and brand preference
3. Complying with data privacy and PII regulations
4. Mobile-friendly and mobile first digital assets
5. Omnichannel marketing capability to drive CSat and NPS
Consumers today are more ‘SoLoMo’ –Social, Local and Mobile. The article discusses about the key global trends and benchmark practices that would help retailers to build seamless consumer experience and long-term profitability in the near future (2020). Using Big-Data for predictive analytics, leveraging technology to create Omnichannel customer experience, implementing effective Supply-Chain, using prompt methods payments, enforcing efficient employee training and other success factors mentioned in the article, will definitely shape the future of a successful retailers to manage the complexity and diversity of retailing in 2020. All topics covered all supported with concrete examples of worldwide benchmark in the industry.
Omnichannel IS:
A commitment to delivering a seamless, compelling and personalized shopper experience, regardless of where or how your customer is engaged with you
Achieving Customer Experience Excellence in RetailBrent Biddulph
A prospective view on how big data analytics and connected data is enabling customer experience (CX) innovation in a digital economy that is reshaping an age-old industry.
This short deck was presented at #onlinetuesday in Felix Mertis Amsterdam on 13 November 2013. It talks about the need to develop an omnichannel vision for retailers. Not just the front-end part, but also the fulfilment and the business model behind it. Not forgetting the "attitude" of the staff.
Multi channel strategy individual presentationSaket Toshniwal
Extensive Research on THE FUTURE OF RETAIL – 2020
Omnichannel Customer Experience | Big Data | Supply Chain | Digital Technology. Benchmark practices in world
What's next after omnichannel? A customer centric approach to retail. Mark Th...StrongPoint
Retailers around the world have faced more change in the last 5 years than in the previous 25, mainly due to a shift in power from the retailer to the consumer. Most of this is as a result of consumer technology allowing shoppers to access information about products and to buy on line from a far wider choice of retailers. In itself, this technology has also undergone change, from desktop PCs to mobiles. So, is it all about managing channels to create an Omnichannel offering, or are retailers now facing a new reality where retail needs a re-design. In this session, we explore what some retailers are doing to create a single approach to the customer across all channels and platforms.
Digital tools are moving offline thanks to mobile devices, creating a generation of connected consumers in a hyperlinked world. People are using their phones to keep shopping lists, get information, solicit opinions and much more—all while cruising the aisles of brick and mortar stores. In this new reality, bits and bricks are no longer separate and "online" is everywhere.
As today’s consumer-driven technology continues to evolve, the at-retail environment is in the best position to utilize these new tools. Through mobile, retailers can engage shoppers on the spot, enhance their experiences and ultimately influence their decisions right at the point of purchase. Yet, many companies are overwhelmed with the rate of technology change and challenged to find ways to adopt technology into the right state.
At the POPAI Breakthrough Thinking Conference "Marketing at Retail Technology and Shopper Behavior: Reaching Retail Consumers with New Strategies" last Thursday (http://popai.com/tech), Allison Mooney and Caleb Kramer of MobileBehavior, a Tribal DDB Company, shared the latest insights on how consumers are using mobile devices while shopping and how marketers can embrace these behaviors to enhance the in-store experience. See their presentation here.
Great white paper report published by St. Joseph Communications on Omni-channel advertising focused around providing solutions to retailers and brands.
5 Simple Tools for Mobile Wallet MarketingKim Stuart
Slides from webinar discussing mobile wallet marketing, how it works, real world case studies and how to incorporate it into your business plan.
Using Apple Passbook and Google Wallet as the drop-in manager for mobile wallet passes instead of creating and distributing an app is a more economical method, leverages existing technology and offers small to mid size businesses the opportunity to focus on the campaign and not the technology. Discusses compatibility with iBeacons and geo-fencing notifications.
A product manager cum user view of mobile shopping experience in India. Ways to personalize the user experience on mobile for profits and user stickiness.
With the evolution of technology, new platforms of marketing started to emerge.
Traditional marketing became a secondary option for new-age businesses when digital marketing was introduced. It allowed brands to reach their target audience at a much lower cost with a better conversion rate.
5 current digital marketing challenges"
1. A customer-centric marketing campaign
2. Creating engaging content that drives action and brand preference
3. Complying with data privacy and PII regulations
4. Mobile-friendly and mobile first digital assets
5. Omnichannel marketing capability to drive CSat and NPS
Consumers today are more ‘SoLoMo’ –Social, Local and Mobile. The article discusses about the key global trends and benchmark practices that would help retailers to build seamless consumer experience and long-term profitability in the near future (2020). Using Big-Data for predictive analytics, leveraging technology to create Omnichannel customer experience, implementing effective Supply-Chain, using prompt methods payments, enforcing efficient employee training and other success factors mentioned in the article, will definitely shape the future of a successful retailers to manage the complexity and diversity of retailing in 2020. All topics covered all supported with concrete examples of worldwide benchmark in the industry.
Understanding and winning your customers in the big data era ( retail industry)Kim Ming Teh
Section 1: Understand & winning your customer in big data era
1) The age of customer & Key trends in retail
2) Big data analytic and use case
Section 2: Interactive Case study
Offline vs Online Retail & Omni-Channel Future
Future of retail - Five key future trends - 9 Dec 2020Future Agenda
Future of Retail – Five Key Trends
The pandemic has accelerated change across many sectors – and especially retail. More online, less physical and empty malls have been evident globally. So what about the next ten years? What changes will continue to accelerate, which will rebalance, and which new ones will emerge?
Based on extensive dialogue with retail, tech and city leaders globally, this new point of view brings together the major shifts in the mix collated under five key trends – Reemphasis on the Local, Identity Insights, Automated Retail, Continuous Interaction and Informed Consumers.
Now being used to stimulate new thinking, innovation and strategy development in multiple projects around the world, this is being shared to continue dialogue on changes and impact.
We welcome your views @futureagenda
SEND15 | The Customer Journey in a Digital World: One customer. Many journeys...Contactlab
Intervento di Ivano Fossati - Director Business Development EMEA CoE SAP Hybris - nella breakout Drive Customers to your Brand | SEND15, secondo Open Summit di ContactLab
Shopper power notes slide deck no voice over 3.0Keith Scovell
Shopper Power - Social & Mobile
CPG & Retail Industry
Power Shifts, Shopper Solution Examples, Outlook, Suggestions, Sources
Narration attached to each slide
Today’s empowered consumer expects a connected, personalised, and frictionless experience throughout their shopping journey. Understanding the consumer's style, network, influencers and aspirations, in addition to just knowing what they buy, why they buy, and even why they choose not to buy, are factors that are becoming ever more vital to the success of a retailer. James Lovell, IBM Retail Commerce Lead, will share latest insights and recommendations on how IBM are creating industry leading customer experiences in a digital era.
Social Media’s Next Big Shift: From Shoppable to BuyableCatalyst
Originally presented by Kieley Taylor (Head of Social, Catalyst) at WPP's Checkout Event in February 2017, this presentation addresses social media's shift from shoppable to buyable, including strategies for driving business results through social programs.
Delivering end-to-end Customer ExperienceBoon Teck Ng
The most important reason why Customer Experience is important during this Experience Economy is it is the means to connect with your customers the way you feel about your brands
The Agile Marketer's Guide to Mobile CouponsFunMobility
Give your competitors "Coupon Envy."
In 1887, Coca-Cola released the world's first ever coupon — a simple piece of paper with a printed offer. But that was a loooooong time ago.
Nowadays, there are an endless variety of cool new tools and tactics marketers can use to:
Dramatically Increase Sales
Protection against Coupon Fraud
Collect bigger & better Business Intelligence
Expand your Email/SMS Audience
This eBook provides real-world case studies and best practices for accomplishing all of this and more. Learn how top CPG brands, retailers, and QSR restaurants are winning the mobile coupon arms race, with engaging, interactive, & personalized coupons designed for a modern, mobile audience.
Includes mobile coupon campaign results from FunMobility clients including: Papa Murphy's Pizza, Ace Hardware, and Carol's Daughter.
Yeni Medyayı Ölçümlemek için Yeni MetriklerOguz Bayram
Çoklu kanal deneyiminin artması, artan ziyaretçi verisi karşısında veri yığınlarından sıyrılarak karar almayı kolaylaştıracak yeni nesil metrikler nelerdir? Analiz ve aksiyon alma noktasında metrikleri nasıl anlamlandırmalıyız?
6. Typical E-Commerce Journey
I need something!
Aware of Need
Find best product for me!
Product Research
I need flexibility in payment!
Payment
Unboxing!
First time use
These emotional peaks and
valleys are very crucial in
retaining or losing
customers. Almost can drive
shopping habit if used
correctly.
Where is my order?
Is it hygenic?
Delivery
7. • AI-driven Recommendations
• Virtual Shopping Assistant
• AR(etail)
• Predictive Smart Search
• Emotional and Joyful Shopping
• Conversational Commerce
Innovate where the emotions are turning
• Pay with Donation
• Pay with Rewards
• Biometric Payment
• One-Click Shopping
• Package experience
• Repurposed | Recycled |
Upcycled Packages
• Quick Start AR/VR Guide
• A-Commerce
• Subscription Model
• Shopstreaming
• IoT – Auto Replenishment
Aware of Need
Product Research
Payment
Unboxing
• Instant Delivery
• Hygenic Delivery (UV disinfection)
• Personalized Delivery
(combining packages, hour selection)
• Autonomous Delivery
• Car Delivery Point –
(Park-Free delivery in crowded areas)
Delivery
8. Evolution of the Value Chain
New
Customer
Habits
Driving Tech Forces
Emotional Peaks & Valleys
E-Commerce Longtail
New
Value
Chain
9. The New Value Chain
Retail / Sales
Distribution / Logistic
Manufacturing
(Private Label)
Raw Materials
Backward
Integration
Delivery
Customer Care
Forward
Integration
Omnichannel Commerce
Logistic as a Service
Manufacturing
(Private Label)
Raw Materials
Payment / Financing
Brand Communities /
Utility
Personalized Delivery
Customer Engagement /
Education
ForwardIntegration
10. How to make your investment decisions
in the new value chain?
- Is it a complex technology?
- Do competitors have appetite for or already invested?
- Does it close to my core competencies?
- Any opportunity that already has a solid customer base?
- Can acquire with exclusive partnership?
- Can gain a competitive advantage by gathering user
data?
- Does it scalable to a broader customer base?
Investment Decision
Inhouse / Outsource / Acquisition
Omnichannel Commerce
Logistic as a Service
Manufacturing
(Private Label)
Payment / Financing
Brand Communities /
Utility
Personalized Delivery
Customer Engagement /
Education
ForwardIntegration
Raw Materials
11. E-Commerce Growth Redefined
Funnel Based Growth Flywheel Growth Model
Lack of Momentum
Additional energy (acquisiton)
needed to fuel the funnel
Self-spinning
Flywheel leverages its momentum with positive
feedback loops
13. 6 Trends Shaping the Future of E-Commerce
A-Commerce Shopstreaming
Virtual
Shopping
Assistance
AR(etail)
Social
Commerce
Emotional &
Joyful Design
14. A-Commerce
Discovery to delivery automated
Users are ready to outsource shopping to AI,
algorithms and smart devices for frequent
shopping items with ultimate convenience:
- IoT-enabled auto-refill food, cleaning
supplies
- Automated shopping cart generation
according to the consumer consumption
frequency
- Cashier-less fully automated stores like
Amazon Go
15. ShopStreaming
Joy + Livestreaming + Shopping
The rise of the short-form video platforms
and creativity are building the next chapter of
e-commerce. Today video creation is much
faster, easier, and cheaper than ever. Hence,
social video platforms are getting much closer
to the bottom-of-funnel. Video platforms will
takeover a significant share from traditional
e-commerce channels.
16. Virtual
Shopping
Assistants
Your best shopping companion
Shopping in the endless aisle digital shelf is a
big hassle for consumers. Providing
personalized relevant support similar to in-
store help is the new normal:
- Provide personalized recommendations
- Concierge shopping service
- Reduce friction in shopping journey
- AI-based assistants will help consumers to
discover and buy best-fit products
Uniqlo IQ Help
17. Social
Commerce
Social is the new shopping mall
Social Media started to influence buying
decisions and platforms harnessing this
behavior by integrating seamless shopping
experiences into their platforms:
- Social in-app purchases are wide-
spreading with new formats
- Influencers sharing shoppable / affiliate
content and drive to brand e-shops
- Social aspects integrated to e-commerce
platforms such as feeds, ephemeral
promotion stories
Shoppable
Instagram
Stories
Stickers
18. AR(etail)
inspiration to purchase shortened
Augmented Reality (AR) will play a pivotal
role in augmenting product experience;
- See and place a product at your home
- Personalized product information (food
allergy, dietary info, sustainability etc.)
- Beauty category applications
- Immersive product explainers
- Realtime product customization /
configuration
IKEA Place
Augmented Product Experience
19. Emotional &
Joyful Design
Enduring, delightful, and engaging experiences
• Evoke positive emotional experiences and
surprise users
• Leverage microinteractions to bring more
joy and dynamism to drive conversion
• Use human, humorous and conversational
tone of voice in microcopy
• Display bigger and delightful images in
shopping basket that mimicks real basket
look&feel
Designer:Alex
Khoroshok
Beko Home Appliances
20. Preparing for the Future
Anxious - Instable
• Provide genuine support and
care your customers
• Foster Direct to Customer
channels and build habit
• Optimize conversion funnel for
senior/elder people
• Increase rewards points for the
sake of customer savings
• Provide touch-free experiences
RECOVERY
(0-3 Months)
Optimistic - Stable
• Invest technology architecture
to accelerate digital
transformation
• Reinforce omnichannel
initiatives with CX in mind
• Diversify channels and get the
most out of social commerce
• Develop personalized delivery
models
• Create immersive product
experiences
NEW NORMAL
(3-6 Months)
Excited – Innovations
• Use AI as a strategic leverage
• Apply design thinking to CX
and invest big & bold ideas
• Build agile organization and
foster resilience to crisis
• Use real-time data & insights
to keep up with changing
customer preferences. Co-
develop products & services
with your customer
GROWTH
(6+ Months)
Consumer