As we evolve, our focus on convenience has been at the forefront of technology. The internet has the superpowers of speed, ease, and presence, but as we all know: With great power, comes great responsibility. Originally cast in the role of villain, eCommerce is now the last hope for physical stores. More and more retailers are proving that collaboration has a far greater reach for growth than competition. This talk will cover the most common challenges of online and offline efforts, and what can be done to bridge the gaps for customers, regardless of where, when, or how they shop.

2. Rebecca Brocton
Lead eCommerce Solution Specialist - JH
@RebeccaBrocton // @WeAreJH

3. WELCOME TO
IMAGINE 2018!
Love, Rebecca Brocton

4. Omnichannel shoppers have a ??% higher lifetime
value than those who shop using only one channel.
30% 16%
@RebeccaBrocton // @WeAreJH

5. Omnichannel shoppers have a 30% higher lifetime
value than those who shop using only one channel.
30%
@RebeccaBrocton // @WeAreJH

6. ??% of shoppers use their smartphones as
shopping assistants in stores.
68% 82%
@RebeccaBrocton // @WeAreJH

7. 82% of shoppers use their smartphones as
shopping assistants in stores.
82%
@RebeccaBrocton // @WeAreJH

8. ??% of customers expect consistent interactions
across channels.
70% 90%
@RebeccaBrocton // @WeAreJH

9. 90% of customers expect consistent interactions
across channels.
90%
@RebeccaBrocton // @WeAreJH

10. ??% of retailers agree that an
omnichannel strategy is critical to their success.
87% 92%
@RebeccaBrocton // @WeAreJH

11. 87% of retailers agree that an
omnichannel strategy is critical to their success.
87%
@RebeccaBrocton // @WeAreJH

12. ??% of organisations are running co-ordinated
campaigns across all channels.
14% 22%
@RebeccaBrocton // @WeAreJH

13. 14% of organisations are running co-ordinated
campaigns across all channels.
14%
@RebeccaBrocton // @WeAreJH

15. ecommerce Saves the Millennium
WHY OMNICHANNEL IS RETAIL’S ONLY HOPE
@RebeccaBrocton // @WeAreJH

16. ecommerce Saves the Millennium
WHY OMNICHANNEL IS RETAIL’S ONLY HOPE
• What is omnichannel?
• How to be omnipresent
• What you need to know
@RebeccaBrocton // @WeAreJH

17. @RebeccaBrocton // @WeAreJH
WHAT IS
OMNICHANNEL?

18. @RebeccaBrocton // @WeAreJHOMNICHANNEL

19. @RebeccaBrocton // @WeAreJHOMNICHANNEL

20. @RebeccaBrocton // @WeAreJHOMNICHANNEL

21. @RebeccaBrocton // @WeAreJHOMNICHANNEL

22. @RebeccaBrocton // @WeAreJH
“If I’m on the website, I’m not separated by the
computer… I’m not kept at arms length… I’m
right in there, point for point with the retailer”
- Richard Hammond, Smart Retail

23. @RebeccaBrocton // @WeAreJHOMNICHANNEL

24. @RebeccaBrocton // @WeAreJH
HOW TO BE
OMNIPRESENT

25. The four pillars of omnipresence:
• Consistency
• Culture
• Relationships
• Relevance
@RebeccaBrocton // @WeAreJH

26. @RebeccaBrocton // @WeAreJH
CONSISTENCY
90% of customers expect consistent
interactions across channels.
- SDL

27. @RebeccaBrocton // @WeAreJH
Consistency:

28. @RebeccaBrocton // @WeAreJH
Consistency:
• Operations

29. @RebeccaBrocton // @WeAreJH
Consistency:
• Operations
• Customer Service

30. @RebeccaBrocton // @WeAreJH
Consistency:
• Operations
• Customer Service
• User Experience

31. @RebeccaBrocton // @WeAreJH
Consistency:
• Operations
• Customer Service
• User Experience
• Marketing

32. @RebeccaBrocton // @WeAreJH
CULTURE
“If you take care of your people, the
rest will take care of itself.”
- Brent Nussbaum

33. @RebeccaBrocton // @WeAreJH
Culture:

34. @RebeccaBrocton // @WeAreJH
Culture:
• Vision

35. @RebeccaBrocton // @WeAreJH
Culture:
• Vision
• Respect

36. @RebeccaBrocton // @WeAreJH
Culture:
• Vision
• Respect
• Recognition

37. @RebeccaBrocton // @WeAreJH
RELATIONSHIPS
“The first step in exceeding your
customer's expectations is to know
those expectations.”
- Roy H. Williams

38. @RebeccaBrocton // @WeAreJH
Relationships:

39. @RebeccaBrocton // @WeAreJH
Relationships:
• Personalization

40. @RebeccaBrocton // @WeAreJH
Relationships:
• Personalization
• Experience

41. @RebeccaBrocton // @WeAreJH
Relationships:
• Personalization
• Experience
• Communication

42. @RebeccaBrocton // @WeAreJH
Relationships:
• Personalization
• Experience
• Communication
• Rewards

43. @RebeccaBrocton // @WeAreJH
WHERE TO START:
QUESTIONS TO ASK

44. @RebeccaBrocton // @WeAreJH
WHAT MAKES YOU
STAND OUT?

45. @RebeccaBrocton // @WeAreJH
• Find you emotional context
• How do your products improve lives?
• How do you make your customers happy?
• How do you make your customers unhappy?

46. @RebeccaBrocton // @WeAreJH
WHAT IS IT LIKE TO
BUY FROM YOU?

47. • Map out your most common customer journeys
• Highlight what you do well & potential barriers to customers
• Listen
• Identify one thing that your competitors do well
– Copy
– Improve
– Repeat
@RebeccaBrocton // @WeAreJH

48. @RebeccaBrocton // @WeAreJH
HOW DO YOU
INSPIRE PEOPLE?

49. @RebeccaBrocton // @WeAreJH
“I’m just looking.”
- Everyone

50. @RebeccaBrocton // @WeAreJH
“I’m just looking… to be inspired”
- Everyone

51. @RebeccaBrocton // @WeAreJH
• How is your store different to any other store?
• How to you inspire customers to interact with your products?
• Do you creatively limit choice?
• What is your narrative?

52. @RebeccaBrocton // @WeAreJH
WHERE DO YOU
WANT TO BE
LOCATED?

53. @RebeccaBrocton // @WeAreJH
• Where can you be found currently?
• Where can you best serve, advise & sell to customers?
• Forget online vs offline
• Understand how, when & where the customer will engage
• Have a strategy

54. @RebeccaBrocton // @WeAreJH
DOES YOUR TEAM
LOVE WORK?

55. • Ask questions, listen, repeat.
– What is it like working here?
– Why do you like it?
– How to you solve common problems?
– What are the customers like?
• Allow employees to share ideas on improving their own experience
• Be transparent & give them something to be passionate about
@RebeccaBrocton // @WeAreJH

56. @RebeccaBrocton // @WeAreJH
“Setting goals is the first step in
turning the invisible into the visible.”
- Tony Robbins

57. Rebecca Brocton
Lead eCommerce Solution Specialist - JH
@RebeccaBrocton // @WeAreJH
THANK YOU
Anything to ask?