Omnichannel without Omnichaos

•

9 likes•3,450 views

This is my presentation from the recent Figaro Digital Conference at The Royal College of Physicians in London. Omnichannel is an important new principle for me. My agency, Equator was always been an integrated one. Omnichannel is about deeper integration of channels to free consumers up to access them in whatever way suits them. At Equator, we are already working on strategic Omnichannel initiatives with retail, hospitality, utility and finance businesses. I talked about, in a pecha kucha style, the basic principles of Omnichannel, why I think Omnichannel is important and how it can make business more profitable.

Technology Business

@JAMESJEFFERSON EQTR.COM
Omnichannel
Omnichaos
Achieve
Without creating

@JAMESJEFFERSON EQTR.COM
Omnichannel.
A new buzzword.
Single Multi Cross Omni

@JAMESJEFFERSON EQTR.COM
Customer
over
channel

@JAMESJEFFERSON EQTR.COM
Omnichannel
makes more money.
Simple as that.
Stats: IDC Retail Insights, SD Retail Consulting, Wall Street Journal (Not made up!)

@JAMESJEFFERSON EQTR.COM
ways to suck at it.
12

@JAMESJEFFERSON EQTR.COM
Treat your
customers
like strangers.
No.1

@JAMESJEFFERSON EQTR.COM
Bend customers
Around your
old crm tech.
No.3

@JAMESJEFFERSON EQTR.COM
Change your
beliefs for each
conversation.
No.4

@JAMESJEFFERSON EQTR.COM
Never talk
to your
customers.
No.5

@JAMESJEFFERSON EQTR.COM
No.6
Never listen
to your
customers.

@JAMESJEFFERSON EQTR.COM
Implement
Tech Because
Its Cool.
No.7

@JAMESJEFFERSON EQTR.COM
Leave staff to
their own
devices.
No.8

@JAMESJEFFERSON EQTR.COM
Keep your
team in
Silos.
No.9

@JAMESJEFFERSON EQTR.COM
Partner with
loads of
specialists.
No.10

@JAMESJEFFERSON EQTR.COM
Aim for perfection
before launching
anything.
No.11

@JAMESJEFFERSON EQTR.COM
Avoid
accountability
at all costs.
No.12

@JAMESJEFFERSON EQTR.COM
WE ARE
OMNICHANNEL
Retail Finance Utilities Hospitality

@JAMESJEFFERSON EQTR.COM
Thank you!
Lets talk.

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Omnichannel without Omnichaos

1. @JAMESJEFFERSON EQTR.COM Omnichannel Omnichaos Achieve Without creating

2. @JAMESJEFFERSON EQTR.COM Omnichannel Omnichaos Achieve Without creating

3. @JAMESJEFFERSON EQTR.COM Adam Me

4. @JAMESJEFFERSON EQTR.COM Omnichannel. A new buzzword. Single Multi Cross Omni

5. @JAMESJEFFERSON EQTR.COM Customer over channel

6. @JAMESJEFFERSON EQTR.COM Omnichannel makes more money. Simple as that. Stats: IDC Retail Insights, SD Retail Consulting, Wall Street Journal (Not made up!)

7. @JAMESJEFFERSON EQTR.COM ways to suck at it. 12

8. @JAMESJEFFERSON EQTR.COM Treat your customers like strangers. No.1

9. @JAMESJEFFERSON EQTR.COM Keep your comms channel specific. No.2 Awareness Interest Desire Action Support Advocacy BRAND DISPLAY TACTICAL DISPLAY WEBSITE SEARCH SOCIAL IN-STORE SOCIAL

10. @JAMESJEFFERSON EQTR.COM Keep your comms channel specific. No.2 Awareness Interest Desire Action Support Advocacy BRAND DISPLAY TACTICAL DISPLAY WEBSITE SEARCH SOCIAL IN-STORE

11. @JAMESJEFFERSON EQTR.COM Keep your comms channel specific. No.2 Awareness Interest Desire Action Support Advocacy BRAND DISPLAY TACTICAL DISPLAY WEBSITE SEARCH SOCIAL IN-STORE

12. @JAMESJEFFERSON EQTR.COM Bend customers Around your old crm tech. No.3

13. @JAMESJEFFERSON EQTR.COM Change your beliefs for each conversation. No.4

14. @JAMESJEFFERSON EQTR.COM Never talk to your customers. No.5

15. @JAMESJEFFERSON EQTR.COM No.6 Never listen to your customers.

16. @JAMESJEFFERSON EQTR.COM Implement Tech Because Its Cool. No.7

17. @JAMESJEFFERSON EQTR.COM Leave staff to their own devices. No.8

18. @JAMESJEFFERSON EQTR.COM Keep your team in Silos. No.9

19. @JAMESJEFFERSON EQTR.COM Partner with loads of specialists. No.10

20. @JAMESJEFFERSON EQTR.COM Aim for perfection before launching anything. No.11

21. @JAMESJEFFERSON EQTR.COM Avoid accountability at all costs. No.12

22. @JAMESJEFFERSON EQTR.COM In sum 1. Single customer view across all touch points. 2. Make all-channels connect to every stage of purchasing. 3. Design processes around customer insight. 4. Distil brand values and align everyone in the company. 5. Engage in open conversation & deliver remarkable content & features. 6. Build a customer feedback community. 7. Put the customer before the tech. 8. Enable staff with smart tech. 9. Build multi-skilled teams. 10. Choose integrated, open partners. 11. Release, Test & Refine. 12. Make everything accountable.

23. @JAMESJEFFERSON EQTR.COM WE ARE OMNICHANNEL Retail Finance Utilities Hospitality

24. @JAMESJEFFERSON EQTR.COM Thank you! Lets talk.

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