The document discusses how consumer expectations for retail experiences have increased in two major areas: the customer experience and continuous commerce. Consumers now expect seamless experiences between digital and physical retail touchpoints. They also expect easy access to commerce across browsing and buying journeys, including on social media platforms. The document argues that brands must leverage digital tools to provide frictionless customer experiences that meet consumers' heightened expectations for ease, simplicity, and the blurring of lines between offline and online retail.
Mobile-Driven Transformation at TargetThoughtworks
Peter Mitchley-Hughes is the General Manager of target.com.au, where he is leading their digital transformation to create an exceptional customer experience.
At ThoughtWorks Live Australia 2016, he shared how their mobile-first approach is changing the way their customers interact with Target, resulting in their new App reaching no. 1 in the App store.
http://spr.ly/CustExSS Reaching and engagement consumers in retail is more difficult than ever. Do you want to break through the clutter, create loyal customers, and receive the benefits of advocacy? Discover the possibilities today!
Today at the Direct Marketing Association’s annual conference, DMA2014, the Global Event for Data-Driven Marketers, OgilvyOne Chairman and CEO, Brian Fetherstonhaugh, presented “eCommerce: The Crucible of Customer Engagement.”
Joined by John McDonald, former VP, Marketing, Americas, British Airways and Ryan Craver, SVP, Strategy for Hudson’s Bay Company, Brian explored a more enlightened approach to eCommerce, one that is omnichannel, relationship-focused and experiential.
An innovative approach to digital ass kicking.
If only there was...
A highly specialized online marketing team.
Which I control, together with an experienced marketing consultant.
Which isn’t limited to two or three assignments.
But can do everything, in regards to predetermined KPI’s.
Collega StefanPresentatie over de Digitale Customer Journey - toegepast op de plantensector.
Wijs werd uitgenodigd om te spreken op de eerste 'End of Season Drink' van Floréac, Moterra, Horticept en Coverde.
De plantensector - tuincentra in het bijzonder - staan aan de vooravond van een interessante inhaalbeweging in e-commerce.
Welke impact heeft het op het digitale beslissingsproces van hun klanten?
Success at retail is about creating great experiences. Just like dating.
Sources:
1. 2011 Rightnow Customer Experience Impact Report
2. Harbor Industries: Industry Trends and Insights
3. Kissmetrics - The Price of Bad Customer Service
4. Forrester / The Business Impact of Customer Experience, 2012
5. Dr4ward / What is Social Currency and How Does it Effect Social Commerce? Infographic
Mobile-Driven Transformation at TargetThoughtworks
Peter Mitchley-Hughes is the General Manager of target.com.au, where he is leading their digital transformation to create an exceptional customer experience.
At ThoughtWorks Live Australia 2016, he shared how their mobile-first approach is changing the way their customers interact with Target, resulting in their new App reaching no. 1 in the App store.
http://spr.ly/CustExSS Reaching and engagement consumers in retail is more difficult than ever. Do you want to break through the clutter, create loyal customers, and receive the benefits of advocacy? Discover the possibilities today!
Today at the Direct Marketing Association’s annual conference, DMA2014, the Global Event for Data-Driven Marketers, OgilvyOne Chairman and CEO, Brian Fetherstonhaugh, presented “eCommerce: The Crucible of Customer Engagement.”
Joined by John McDonald, former VP, Marketing, Americas, British Airways and Ryan Craver, SVP, Strategy for Hudson’s Bay Company, Brian explored a more enlightened approach to eCommerce, one that is omnichannel, relationship-focused and experiential.
An innovative approach to digital ass kicking.
If only there was...
A highly specialized online marketing team.
Which I control, together with an experienced marketing consultant.
Which isn’t limited to two or three assignments.
But can do everything, in regards to predetermined KPI’s.
Collega StefanPresentatie over de Digitale Customer Journey - toegepast op de plantensector.
Wijs werd uitgenodigd om te spreken op de eerste 'End of Season Drink' van Floréac, Moterra, Horticept en Coverde.
De plantensector - tuincentra in het bijzonder - staan aan de vooravond van een interessante inhaalbeweging in e-commerce.
Welke impact heeft het op het digitale beslissingsproces van hun klanten?
Success at retail is about creating great experiences. Just like dating.
Sources:
1. 2011 Rightnow Customer Experience Impact Report
2. Harbor Industries: Industry Trends and Insights
3. Kissmetrics - The Price of Bad Customer Service
4. Forrester / The Business Impact of Customer Experience, 2012
5. Dr4ward / What is Social Currency and How Does it Effect Social Commerce? Infographic
Tutorial on the McKinsey/Harvard "Customer Decision Journey" by John SingJohn Sing
Today, our customers engage whether to do business with us in fundamentally different ways, relying heavily on digital interactions, evaluating a constantly shifting array of options, and affecting our future business by their post-purchase continual engagement through social media, recommendations, and reviews. A new customer buying model is the new normal. First described in 2009, continually refined since, this is my tutorial on this proven McKinsey / Harvard paradigm. Essential info. I also have an IT-specific version of this presentation on Slideshare.net ( "Will your 2015 IT Roadmap Drive Business Success?" ) which supplements this presentation by describing the deep implications to the IT technology organization, and best practices for IT and the business to address these implications successfully. The URL for that presentation (you may cut/paste) is: http://www.slideshare.net/johnsing1/2015-it-roadmapdrivingbusinesssuccessv31
Use this free Social Media Marketing Audit from Digital Marketer to Grade Your Social Efforts and Identify Opportunities to Get More Followers, Increase Engagement, and Drive More Traffic
Learn the 4 critical elements of social media marketing and how to apply them (for example, if you want to generate leads, you’ll need to focus on “Social Selling”)….
Grade your current social media efforts to reveal gaps and opportunities to drive results (you’ll see real life examples of everything from lead generation to selling, to branding and even proactive customer service)…
Measure your “grade” against all 15 possible goals to determine exactly where to focus your social media efforts moving forward. (TIP: Measure these monthly to make sure you stay on track and hit your goals)
Use this information to get more followers, increase social engagement, and drive more traffic!
In this peer-review decision making generation, creating memorable customer experience is crucial. The experience you deliver to your customers cannot be just ‘good’. Good is no longer enough to retain customers but it has to be memorable!
It has to be so fantastic that your customers want to tell their friends and family (or even strangers in online community) and invite them to try your products or services.
Maya Angelou, an American author, poet, dancer, actress, and singer once said “I’ve learned that people will forget what you said, people will forget what you did but people will never forget how you made them feel.”
Conversational Commerce 2.0: When AI and Chatbots Meet Experience DesignBrian Solis
Conversational commerce, chatbots, AI, represent the next frontier for automated customer engagement. For meaningful conversational commerce, designers must employ experience architecture to balance human-centered design with thoughtful CX, UX and UI. Leading digital analyst and anthropologist Brian Solis shares his vision for next generation conversational commerce...the experience when automation meets design.
The Buying Acceleration and Incentive Tool (B.A.I.T.)Leo Burnett
A new marketing tool created by Leo Burnett and Arc identifies how short-term sales offerings might align with long-term brand building. B.A.I.T was based on a six-month, 9,300-person study to help brands quicken the path to purchase and reinforce brand affinity.
Experience Driven eCommerce - Rise To The OccasionWP Engine
Stephan Millies, Principal Product Manager of eCommerce, WP Engine will discuss recent market shifts, which segments are thriving, and how WP Engine eCommerce clients are successfully navigating these uncharted times by adopting a data-driven strategy to activate new channels, promotions and products. What’s worked, what hasn’t and how to apply the insights.
Brands That Do: Building Enterprise BusinessS_HIFT
Over 75 percent of brands are so meaningless to consumers that they may as well not be there. They are brands that are of no consequence — just names on products or services.
There is hope. Our research found that brands around the world matter in different ways than they did before. People want brands that act, that help, that do. Consumers are sending a very clear message that challenges every part of a business — from finances to operations to marketing. Consumers are telling us to stop making empty promises and start acting in new and different ways. In other words, we should be building brands that do things that matter to their customers.
Future of insights. dina mehta. april 3, 2012 india social summitDina Dastur Mehta
The Future of Insights - Immerse, Co-Create, Breakthrough. This talk will focus on how research needs to, and can adapt to new forms of perception, influence, desire and consumption, which are increasingly being influenced by the real-time mobile social web. Notes uploaded too.
Webinar: Mining Customer Insights: How to Uncover Opportunities from Shopper ...Daniel Caridi
eMarketer moderates a special presentation with Dylan Hoeffler, product marketing manager at Bazaarvoice, who provides examples of how brands like Tommy Bahama and Flexon have made business decisions using customer insights.
To survive and thrive in today’s economy, it takes a lot more than just clinging to yesterday’s strategies and hoping for the best. It’s quite simple really, the future will belong to those brands that can rethink and re-imagine their core strategies. But those that fail to embrace change and take intelligent risks, will likely become another sad statistic.
In "Innovate or Die: 10 Ways To Build Your Brand...A Casket", the North team pays tribute to some recent unexpected traumas, epic disasters, and shocking casualties of the new economy.
But before you go reaching for the box of tissue, this presentation isn’t meant to be a downer. It’s to inspire new innovative ways for looking at your business.
Enjoy.
In this presentation, part of Multiplicity's ongoing speaker series about Launching and Growing: Your First 100 Customers, AskingCanadians Vice President Raj Manocha focuses on how insights can help companies better understand their customers and what’s important to them. The presentation highlights the role insights can play in innovation, cost effective ways for start-ups to collect insights and how research can make you a thought leader.
The death of email has been greatly exaggeratedTable19
Email Marketing. Is it on its deathbed; an ancient channel that has no place in today's marketing mix? Or one of the most effective weapons in your arsenal? At Table19 we took an in-depth look at the state of email marketing today and found that far from dying out, email marketing is actually evolving at a rate of knots. ROI is on the up, and so is projected spend. If you'd be interested to find out why, and discover the three key elements that we believe deliver the optimum email experience, just let us know.
We'd be more than happy to talk you through our findings.
Digital in Retail - Burwood Council - Social Media - Jo-Jo BurkeMarketing Success
With the Christmas season just around the corner, it’s the perfect time to see where your retail business sits in the global and local market place.
In this workshop learn the best low to no cost digital marketing strategies to grow your retail business well into the New Year.
8 tips to achieve email marketing greatnessTable19
Here's a little taster of some of the work that were doing to increase our knowledge (and our Clients) of email best practice, with 8 tips that can help you move your emails away from the ordinary and towards the remarkable.
According to a Google Temasek study, e-Commerce sales are slated to hit US$88 billion in the next 8 years. The entry of Amazon and Alibaba in the Southeast Asian e-marketplace is further proof of the e-Commerce potential in this region. While this provides plenty of opportunities for businesses to grow – there’s also more competition than ever. Launching a successful e-Commerce venture takes more than connecting a valuable product or service with the right audience. This white paper outlines key principles and strategies to help you ride this wave and come out on top.
Tutorial on the McKinsey/Harvard "Customer Decision Journey" by John SingJohn Sing
Today, our customers engage whether to do business with us in fundamentally different ways, relying heavily on digital interactions, evaluating a constantly shifting array of options, and affecting our future business by their post-purchase continual engagement through social media, recommendations, and reviews. A new customer buying model is the new normal. First described in 2009, continually refined since, this is my tutorial on this proven McKinsey / Harvard paradigm. Essential info. I also have an IT-specific version of this presentation on Slideshare.net ( "Will your 2015 IT Roadmap Drive Business Success?" ) which supplements this presentation by describing the deep implications to the IT technology organization, and best practices for IT and the business to address these implications successfully. The URL for that presentation (you may cut/paste) is: http://www.slideshare.net/johnsing1/2015-it-roadmapdrivingbusinesssuccessv31
Use this free Social Media Marketing Audit from Digital Marketer to Grade Your Social Efforts and Identify Opportunities to Get More Followers, Increase Engagement, and Drive More Traffic
Learn the 4 critical elements of social media marketing and how to apply them (for example, if you want to generate leads, you’ll need to focus on “Social Selling”)….
Grade your current social media efforts to reveal gaps and opportunities to drive results (you’ll see real life examples of everything from lead generation to selling, to branding and even proactive customer service)…
Measure your “grade” against all 15 possible goals to determine exactly where to focus your social media efforts moving forward. (TIP: Measure these monthly to make sure you stay on track and hit your goals)
Use this information to get more followers, increase social engagement, and drive more traffic!
In this peer-review decision making generation, creating memorable customer experience is crucial. The experience you deliver to your customers cannot be just ‘good’. Good is no longer enough to retain customers but it has to be memorable!
It has to be so fantastic that your customers want to tell their friends and family (or even strangers in online community) and invite them to try your products or services.
Maya Angelou, an American author, poet, dancer, actress, and singer once said “I’ve learned that people will forget what you said, people will forget what you did but people will never forget how you made them feel.”
Conversational Commerce 2.0: When AI and Chatbots Meet Experience DesignBrian Solis
Conversational commerce, chatbots, AI, represent the next frontier for automated customer engagement. For meaningful conversational commerce, designers must employ experience architecture to balance human-centered design with thoughtful CX, UX and UI. Leading digital analyst and anthropologist Brian Solis shares his vision for next generation conversational commerce...the experience when automation meets design.
The Buying Acceleration and Incentive Tool (B.A.I.T.)Leo Burnett
A new marketing tool created by Leo Burnett and Arc identifies how short-term sales offerings might align with long-term brand building. B.A.I.T was based on a six-month, 9,300-person study to help brands quicken the path to purchase and reinforce brand affinity.
Experience Driven eCommerce - Rise To The OccasionWP Engine
Stephan Millies, Principal Product Manager of eCommerce, WP Engine will discuss recent market shifts, which segments are thriving, and how WP Engine eCommerce clients are successfully navigating these uncharted times by adopting a data-driven strategy to activate new channels, promotions and products. What’s worked, what hasn’t and how to apply the insights.
Brands That Do: Building Enterprise BusinessS_HIFT
Over 75 percent of brands are so meaningless to consumers that they may as well not be there. They are brands that are of no consequence — just names on products or services.
There is hope. Our research found that brands around the world matter in different ways than they did before. People want brands that act, that help, that do. Consumers are sending a very clear message that challenges every part of a business — from finances to operations to marketing. Consumers are telling us to stop making empty promises and start acting in new and different ways. In other words, we should be building brands that do things that matter to their customers.
Future of insights. dina mehta. april 3, 2012 india social summitDina Dastur Mehta
The Future of Insights - Immerse, Co-Create, Breakthrough. This talk will focus on how research needs to, and can adapt to new forms of perception, influence, desire and consumption, which are increasingly being influenced by the real-time mobile social web. Notes uploaded too.
Webinar: Mining Customer Insights: How to Uncover Opportunities from Shopper ...Daniel Caridi
eMarketer moderates a special presentation with Dylan Hoeffler, product marketing manager at Bazaarvoice, who provides examples of how brands like Tommy Bahama and Flexon have made business decisions using customer insights.
To survive and thrive in today’s economy, it takes a lot more than just clinging to yesterday’s strategies and hoping for the best. It’s quite simple really, the future will belong to those brands that can rethink and re-imagine their core strategies. But those that fail to embrace change and take intelligent risks, will likely become another sad statistic.
In "Innovate or Die: 10 Ways To Build Your Brand...A Casket", the North team pays tribute to some recent unexpected traumas, epic disasters, and shocking casualties of the new economy.
But before you go reaching for the box of tissue, this presentation isn’t meant to be a downer. It’s to inspire new innovative ways for looking at your business.
Enjoy.
In this presentation, part of Multiplicity's ongoing speaker series about Launching and Growing: Your First 100 Customers, AskingCanadians Vice President Raj Manocha focuses on how insights can help companies better understand their customers and what’s important to them. The presentation highlights the role insights can play in innovation, cost effective ways for start-ups to collect insights and how research can make you a thought leader.
The death of email has been greatly exaggeratedTable19
Email Marketing. Is it on its deathbed; an ancient channel that has no place in today's marketing mix? Or one of the most effective weapons in your arsenal? At Table19 we took an in-depth look at the state of email marketing today and found that far from dying out, email marketing is actually evolving at a rate of knots. ROI is on the up, and so is projected spend. If you'd be interested to find out why, and discover the three key elements that we believe deliver the optimum email experience, just let us know.
We'd be more than happy to talk you through our findings.
Digital in Retail - Burwood Council - Social Media - Jo-Jo BurkeMarketing Success
With the Christmas season just around the corner, it’s the perfect time to see where your retail business sits in the global and local market place.
In this workshop learn the best low to no cost digital marketing strategies to grow your retail business well into the New Year.
8 tips to achieve email marketing greatnessTable19
Here's a little taster of some of the work that were doing to increase our knowledge (and our Clients) of email best practice, with 8 tips that can help you move your emails away from the ordinary and towards the remarkable.
According to a Google Temasek study, e-Commerce sales are slated to hit US$88 billion in the next 8 years. The entry of Amazon and Alibaba in the Southeast Asian e-marketplace is further proof of the e-Commerce potential in this region. While this provides plenty of opportunities for businesses to grow – there’s also more competition than ever. Launching a successful e-Commerce venture takes more than connecting a valuable product or service with the right audience. This white paper outlines key principles and strategies to help you ride this wave and come out on top.
Unit 1 introduction to business organisationManish Kumar
Any organization that fulfills itself through making a product or service is business. This presentation slides is apt for BBA I Semester students from Chaudhary Charan SIngh University
21 Tips for Creating a Boring PresentationSketchBubble
Anyone can create a great presentation, but it takes a certain set of skills and determination to create a presentation that is painful to watch. Enjoy these 21 Tips to Create a Really Boring Presentation.
32 Ways a Digital Marketing Consultant Can Help Grow Your BusinessBarry Feldman
How can a digital marketing consultant help your business? In this resource we'll count the ways. 24 additional marketing resources are bundled for free.
The Storyteller's Secret: 3 Keys to Mastering Storytelling to Win Hearts and ...Carmine Gallo
Why do some ideas catch on and others don't? Inspired by his new book The Storyteller's Secret, bestselling author and master storyteller Carmine Gallo reveals how some of the most successful TED speakers and business legends use storytelling to win hearts and minds. Find out more about The Storyteller's Secret and download a free chapter at storytellerssecret.com.
We have been using storytelling to share our thoughts and feelings ever since flat screen televisions meant clay tablets and cave walls. Stories move us; they inspire us. And that is why your 110th presentation should not just include data. Because data might persuade people to consider your idea for a while, but it won’t inspire them to act; to do that, you need to drape your vision in a story that makes your audience think: “Hey! I can picture myself in his shoes!” Your story should fire their imagination and make them come alive- because a story has a key to that special place where mundane quantitative data is denied entry: our hearts.
Cognitive Content Marketing: The Path to a More (Artificially) Intelligent Fu...PR 20/20
[Presented at Intelligent Content Conference 2017] Consider how much time your team spends discovering keywords; planning blog post topics; writing, optimizing, personalizing and automating content; testing landing pages; scheduling social shares; reviewing analytics and defining content strategies. Now imagine if a machine performed the majority of those activities and a marketer's primary role was to enhance rather than create.
Machines are not going to replace content marketers in the near term, but artificial intelligence is accelerating us toward a more intelligently automated future. Come explore the present and future potential of artificial intelligence, and discover AI-powered technologies that can drive marketing performance and transform your career.
* Understand what the disruption of other industries can teach us about the inevitable impact artificial intelligence will have on the marketing industry.
* Learn about the marketing technology companies that are leading the way in advanced automation, predictive analytics and machine-generated content.
* Apply new technologies and processes to make your content marketing more efficient and effective.
Content marketing is about change. You know you need to do it, to measure it and to show ROI. In this presentation at #CMWorld, I show you how to build the business case for content marketing. How to find the budget. And how to show real marketing ROI to the executives who demand it.
75 content marketing examples — new and old.
Companies of various sizes, locations, and industries created these efforts and delivered them in a wide variety of formats. We hope they will give you a feel for the tremendous things brands can accomplish with content marketing — and inspire you to explore some new content marketing ideas of your own.
Welcome to our annual report on the content marketing practices of technology marketers. This report focuses on the North American technology marketers who participated in our seventh annual content marketing survey. New for this year, we asked technology marketers about their success with content marketing:
• 24% said their organization’s overall approach to content marketing is “extremely” or “very” successful
• 64% said that compared with one year ago, their organizations are “much more” or “somewhat more” successful with content marketing
• 92% of those reporting increased success attributed that success to doing a better job with content creation.
Seventy-four percent said their organization always or frequently prioritizes delivering content quality over content quantity. That stat is even higher (92%) among the top-performing technology marketers (see the chart on page 4 for our definition of a “top performer”).
Read on for more insights into how your peers are approaching their content marketing—and where they are heading over the next 12 months.
Brands are spending more and more budget on social media marketing, but evaluating social ROI and performance can be tricky. What’s working well and what’s not, and what’s worth spending more time and money on? In most cases, these questions go unanswered, and it’s tough to know where to begin to improve your social media marketing strategy.
Whether you need to report and prove your social media ROI or want to have better control over your social strategy, you need to be tracking the right KPIs so you can report, analyze, and improve.
And this is exactly what this webinar will help you with.
In this webinar, you'll learn:
Benefits of tracking social media data and key metrics
How to choose the best metrics that suit your goals
How to track and analyze them
The best tools to do this with
Specific strategies to improve on the metrics you’re tracking
Social Media Marketing Trends 2017 by SocialbakersJeraldine Phneah
Social media marketing trends in 2017 backed with data and case studies:
1. Social media adspend on the rise
2. The growth and adoption of Social Video
3. Brands adopting media house approach to content
4. Working with influencers & leveraging user generated content
5. Increased involvement of brands in social activism & politics
2017 Social Media & Content Marketing Predictions from 70 Marketing Leaders Bryan Kramer
We’ve pulled together a select group of 70 top marketing minds who rock the digital trenches every day, to find out their vision for “What’s Next in 2017” in social media and content marketing.
They live it, breathe it, and know what’s working today, so no doubt we’ll get a glimpse into the crystal ball and reveal key trends based on their insight and experience before they happen.
So what will they say for 2017? Read through and see if you agree with their predictions, and compare word clouds to last year’s answers versus what they had to say for the coming year.
Let me know if you agree, disagree or have a different take on what’s in store for marketers and brands by tweeting me @bryankramer.
Now dive in, enjoy, and brace yourself for 2017!
Cheers ~
Bryan Kramer
#70Predictions
2016 Predictions: http://bit.ly/2016ContentSocialPredictions
Thank you for your interest in Content Marketing in the UK 2017: Benchmarks, Budgets, and Trends.
The annual content marketing survey, from which the results of this report were generated, revealed many new insights this year. We asked more questions about content marketing strategy, factors that in uence content marketing success, marketers’ attitudes about content creation and content marketing in general, and much more.
We also asked respondents about their commitment level to content marketing. To see the types of content marketing activities that those who are more committed are prioritizing, see the chart on page 4. Enjoy!
Creating loyal omnichannel customers is critical. Retailers who embrace the customer-centric trend and build better shopping experiences will leap ahead of the competition.
Building a blended customer experience isn't easy. Need some help getting started? Check out our latest in retail trend research.
11 Trends in the Future of Retail According to Brian SolisBrian Solis
Brian Solis Keynotes Acosta Leadership Symposium 2015: The concept of future retail is constantly evolving. But what isn't evolving as quickly is the understanding and widespread experimentation to bring the future to life today by mainstream retailers. Leading digital analyst, futurist and author Brian Solis shares his most important trends for retailers to embrace now. And, the good news is that no matter the date on this video, his words are as true today as they were then. Video Here: https://youtu.be/62OogreQpZA
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.
Shaping seamless retail with unique Experience SignaturesFITCH
The search for the elusive seamless retail offer should begin with an understanding of the Physical, Human and Digital (PHD) dynamics of each and every shopping experience.
FITCH believes that retailers and brands need to look beyond ‘just digital’ in order to create a ‘unique experience signature’ to build competitive advantage.
Educating The Customer – Leading To Better SaleseTailing India
People used to create brand through a process, through awareness, product proposition and then may be getting loyalty but now things are fast.Products are becoming very complex where today products are a combination of product and service. So it becomes difficult whether you educate about the product or the service.
11 Trends That Will Shape Shopper Marketing In 2018John Andrews
Shopper behavior change is accelerating and the front porch is becoming the new store shelf. In this new retail paradigm, relevancy depends on great content that helps shoppers along the path-to-purchase.
10 Digital Commerce Trends from the Fashion and Apparel, 2020 ReportAlaina Carter
COVID-19 made this season quite unfashionable as, just like other industries, the fashion industry also faced the consequences of this pandemic. Thanks to digital transformation, the fashion and apparel industry has a fair chance to bounce back. Read more to know what are the 10 Digital commerce trends from the fashion and clothing, 2020 report.
Marketplaces are one of the main online shopping destinations for consumers. Now present in all regions of the world, marketplaces have fundamentally changed the commerce landscape, the way we shop, and how businesses go to market with their products and services. And although marketplaces are based on the same concept of first- and third-party selling, they are vastly different from each other. But how do brands accelerate growth? And what are the requirements for success
The Covid-19 pandemic is now just one of several crises to which we are all adapting. While the world is in various stages of reopening after the first Covid-19 wave, there is no consensus on what the next wave will look like or the severity of its impact. Many were quick to declare that our behaviours and attitudes had been fundamentally and forever shifted by the pandemic and the resulting lockdown. But what has really changed, and what changes will be sustained? How do brands and businesses plan for this uncertain future?
In Conversations That Matter—The Return To Growth in Turbulent Times, our speakers will discuss the challenges to returning to growth facing brands around the world.
With global economic slowdown looming, research shows many organisations are turning to mergers and acquisitions to achieve growth. Consequently, this creates a crucial inflection point for business and brand. It is one of those rare moments where brand rises to the top of the Executive agenda. The stakes are high, and failure to understand the role of brand in M&A is the most common reason for collapse.
Through real-life case studies, in this session we will share a unique approach from Ogilvy Consulting that answers the critical brand and naming questions, and how our approach can impact the long-term ability for an organisation to achieve its objectives.
In a time when consumers have been confined to their homes and social contact has been limited, influence has been pulling to the forefront of our increasingly virtual reality. But now that we are beginning the slow transition out of lockdown, how should brands be preparing to future-proof their influence for a post-COVID-19 world?
Nudgestock 2020 – Necessity is the Mother of ReinventionOgilvy Consulting
Every year, Ogilvy Consulting's Behavioural Science Practice hosts Nudgestock — the world’s largest festival of creativity and behavioural science. Ordinarily, this event is held on the British Seaside (a cunning strategy to help people focus on the day) with approximately 400 in attendance. However this year, as a result of Covid-19, we tried something different...and the results were astonishing.
What's Next: How brands can capture value, mindset and experiences on their o...Ogilvy Consulting
Brands have long considered the value and prospects of selling directly to consumers. In some instances, marketplaces tampered with those considerations providing quick and efficient ways to reach consumers and sell products with a lower level of effort and barriers to entry. While serving a need to some, marketplaces present their own set of challenges that can be solved by going direct leading companies to either diversify their current channel mix by launching their own DTC or shift their strategy to just DTC which has been supercharged by COVID-19.
What's Next: Celebrating Eid in a time of isolationOgilvy Consulting
Join us to celebrate Eid, and understand how 1.8 billion Muslim consumers have adapted for the occasion and the preceding month of Ramadan in an era of isolation.
Focusing on Ogilvy's six baseline Ramadan and Eid trends, we’ll give insights and examples of what changed this year and what important commercial, consumer and D&I strategies brands can learn and apply across their business.
What's Next: Unlocking a powerful corporate culture in turbulent times and be...Ogilvy Consulting
Fast growth, diversification, turbulent times and beyond… when an organisation is at a turning point, its corporate culture is often harmed. This webinar helps leaders and companies to accompany their transformation and make their corporate culture a change accelerator, instead of an obstacle.
Starting with anthropological principles and ending with a bespoke method, the session considers inspiring cases of powerful corporate cultures that bring to life business strategy in the Covid context and beyond - to continue exciting and retaining talent!
What's Next: Now, Next & Beyond - Preparing people to return to the workplaceOgilvy Consulting
Organisations need to be ready to confront the issues concerning a post-COVID–19 workplace. Business guidance and employee sentiment is changing rapidly. But, importantly, how we prepare our people and ensure we have plans in place to work together will be critical for recovery. Join us to explore how businesses can get ready and be best prepared to reintroduce employees to the workplace
What's Next: Rapidly adjusting your customer experience strategy for the "new...Ogilvy Consulting
This week we’ll talk through the customer experience impact of changing customer mindsets and behaviours that have come with COVID-19, introduce the AWARE framework for rapid customer experience strategy modification and talk through some examples of how brands are already adjusting their strategies to meet customers’ current needs.
What's Next: Using technology to engage employees & build businessesOgilvy Consulting
Never before has technology been such an enabler for people and teams as it has since the COVID-19 crisis. While remote working is not new for many organisations, the extent and time is, which businesses are anticipating workforces to be completely virtual. How people engage virtually with each other sits at the heart of business recovery and future business continuity planning.
What you might not know is that at Ogilvy we have a specialist practice dedicated to employee engagement, experience and supporting businesses to get the most out of their people, systems and processes. In this week's webinar, our team draw on their experience delivering programmes through business crisis (shut down and restart), and offer support in how to navigate shocks, high impact events and business change in a sure-footed manner.
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What's Next: Using technology to engage employees and build businessesOgilvy Consulting
Never before has technology been such an enabler for people and teams as it has since the COVID-19 crisis. While remote working is not new for many organisations, the extent and time is, which businesses are anticipating workforces to be completely virtual. How people engage virtually with each other sits at the heart of business recovery and future business continuity planning.
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Our speakers will draw on prior experiences with SARS, the 2008 financial crisis and the current realities in Asia, Europe and the US. In this week’s webinar they will discuss what your brand should be thinking about and how to plot a course through this world-redefining period.
What's Next: The Next Frontier in Automotive Industry Ogilvy Consulting
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What's Next: Social Commerce - from transaction to truly socialOgilvy Consulting
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What's Next: The Role of Brands in the Booming Original Content BusinessOgilvy Consulting
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In its 7th edition, the report outlines the most important trends for businesses and consumers in 2020. In this webinar, we will share our recommendations on what clients should do to take action and adapt quickly.
Despite the debates around privacy, disinformation and influencer authenticity; social media continues to fuel our digital lives. The biggest change is how. With ever evolving platforms, trends, and even content types, social is growing increasingly complex and discerning fact from fiction is becoming progressively more difficult. What will be the biggest trends for marketers in 2020? Chris Walts, Social Strategy Lead at Ogilvy UK, and Kanika Bali, Social Strategist at Ogilvy Hong Kong share their insights.
What's Next: Michael Frohlich talks to us about the woes from a CEO during a ...Ogilvy Consulting
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Michael will talk about the dos and don’ts he learned along the way when transforming a company, but also his observations, on the opportunities and challenges he encountered along the way.
5. Consumer expectations have increased in two major
areas
Customer Experience
The physical and digital blur
Continuous Commerce
Commerce commerce everywhere
7. What consumers expect
Consumers expect ease, simplicity and seamlessness between
the digital and physical worlds. The the barrier between ‘offline’
and ‘online’ is increasingly blurred, and consumers seek a
frictionless experience between touch points.
12. Brands like Warby Parker are
leveraging the digital and physical
to make the customer experience
easy, consistent, and seamless. It’s
a brand differentiator.
13. Brands such as Everlane are leveraging digital tools
to enrich the real world customer experience
14. What is the implication for brands?
Every time we consider a consumer’s buying experience in the
real world, we need to consider how digital and physical (and even
virtual) can combine to create a really powerful experience across
the customer journey.
This is no longer a ‘nice to have’ - consumers expect it and the
best experiences blur the lines.
16. What consumers expect
Consumers expect a smooth segue from browsing to buying.
Social commerce platforms inspire brand consideration and
purchase intent, and brands need to be able to deliver in those
moments.
To say that consumers expect an easy experience doesn’t mean
that commerce can’t be social, emotional, or fun. Leading brands
are leveraging digital to deliver on rational & emotional needs.
17. The return of social commerce
“It’s impossible to write an article about social commerce without
referring to the much heralded false dawn that was Facebook
Commerce. That failed as it was just bolting a catalogue and a
store onto a social network and did not make the actual sales
process social. In other words, it was not ‘social commerce’.”
Gideon Lask, Former Head of
eCommerce HMV
20. We know that ¾ of active pinners use
Pinterest to plan for the future
21. Fashion disrupter
Net-a-Porter
leads the industry with
its latest social
commerce app.
‘The Net Set’ combines
the ease & convenience
of digital with the
emotion and magic of
shopping in store.
22. It’s now so easy to purchase
Amazon Dash suggests that when it comes
to retail, sometimes ‘easy’ beats ‘brilliant’
25. What is the implication for brands?
If technology makes purchase in the moment so easy, then we
need to make it easy as possible to help customers buy the brand.
Only by understanding the customer journey and their needs can
we construct relevant purchase triggers.
Buying moments aren’t limited to the conversion section of the
customer journey – you’ll find them if you look hard enough.
26. Closing thoughts
1.Rather than just marketing to customers we need to talk about
creating best in class consumer experiences for them. Customer-
led is the key to retail success
1.A lot of the technology is available right this moment, brands just
haven’t yet pieced it all together to create a coherent experience
1.The customer journey is no longer linear in nature-thanks in large
part to digital, the process has become lateral. It’s up to brands to
provide an experience that consistently delivers on customer
expectations at the relevant points of the customer journey
27. Matt Holt
Director, Digital Strategy at OgilvyOne
@MattSocial
Greater Expectations:
Engaging the new retail consumer
Editor's Notes
When it comes to retail, consumer needs haven’t changed all that much. They still want the best products or services for them at the right place and time. They still seek a seamless experience that is consistent across touch points, whether digital or physical.
What has changed are consumer expectations.
The rise of same day delivery services, Uber, entertainment streaming services, and others have heightened our expectations.
More than ever before, consumers are seeking instant gratification.
And that demand isn’t limited to products and services: it’s also about product discovery, information, and comparison.
Heightened consumer expectations: the facts
By some reports, customer satisfaction in the UK has plunged to its lowest point since 2010 (according to Institute of Customer Service)
Basic needs aren’t being met:
Of top 50 high street retailers in the UK…
40% don’t have mobile optimized store locators
20% don’t have transactional mobile site
30% don’t have iOS or Android app
46% don’t feature responsive web design
44% don’t have tablet-optimised sites
Brands are moving from marketing stunts towards innovations that improve consumer experience.
Usage of wearables predicted to double this year. Whilst Just 7% of UK adults currently own a wearable device (sports watch, fitness band, smart glasses), 1 in 5 report being extremely interested in owning.
Interest in wearables most pronounced for 25-25 age group: 26% express intent to purchase a smart watch (eMarketer)
Disney has introduced the Magic Band to its theme-park customers; it’s a wearable bracelet that’s much more than just an admissions ticket. It allows customers to go on rides and attractions at a previously-booked time, and it can be a form of payment on various Disney properties. Aside from opening many doors for the customer, it also provides Disney a wealth of information about customer behaviour
https://www.youtube.com/watch?v=2buVLVO-6F8
Use of wearables will double in 2015.
Disney has introduced the Magic Band to its theme-park customers; it’s a wearable bracelet that’s much more than just an admissions ticket. It allows customers to go on rides and attractions at a previously-booked time, and it can be a form of payment on various Disney properties. Aside from opening many doors for the customer, it also provides Disney a wealth of information about customer behaviour
I am going to focus on 2 major areas today: Customer experience and commerce
Consumers are expecting a seamless, consistent, and easy experience
Commerce is continuous, and more connected than ever. As consumers gain access to more information and tools, their path to purchase becomes less linear, and more lateral.
What does this mean for brands? For one, they need to leverage all channels to close the gap between product discovery and purchase intent. Making the purchase process more simple and consistent demands a firm understanding of the consumer. Brands that succeed first endeavor to meet expectations, and from there, differentiate.
Connecting the digital and physical worlds isn’t a new phenomenon, but increasingly brands are looking to blur the two words for one cohesive experience.
[Tesco]
A successful brand venture in digital/physical depends on a firm understanding of customer needs and behaviours.
Virtual shops where customers are waiting for transport (‘dead time’) fulfills a customer need, making top-up shops convenient by fitting them into an existing point on the journey.
Click and collect is a rising trend that fits with our two focus areas: CX and continuous commerce.
Usage of click and collect is on the rise, particularly amongst Millennials (18-34), who are are more willing to click and collect groceries: compared to the general population (46% vs. 34%).
47% UK consumers used Click & Collect last Christmas. Most popular categories included fashion, gadgets, and household tech like TV. Least popular were bulkier items like furniture/kitchenware
Amazon launched collection lockers across London underground stations, Doodle opened up parcel collection stores across 13 UK railway stations, Waitrose chilled food lockers, Asda and Tesco C&C vans and Drive-thru C&C points increase as well as eBay’s extended partnership with Argos in the UK allowing customers to pick-up goods across 650 stores by the end of the year. (2015 Mintel Trends data)
Consumer data to support: 35% of UK consumers have used C&C in the past year and 64% say that they shop more online now due to ease of delivery and returns (Mintel, 2015)
Customer preference for physical store vs. online depends on the nature of the product.
We do know, however, that having both makes customer more likely to purchases in some instances
Consumers more likely to purchase when they have access to both online/offline
44% UK consumers more likely to purchase online if they can pick up in store
62% UK consumers shoppers more likely to purchase online if they can return in store
In 2014, we saw a number of ecommerce-first businesses expand into the offline realm. Former online pure-play Birchbox, for example, opened its first physical shop in Soho last July, while companies like Bonobos and Warby Parker doubled down on brick-and-mortar by opening even more physical stores in 2014.
Google and Amazon are opening stores on high street
We anticipate this trend to continue in 2015. Why?
Consumers more likely to purchase when they have access to both online/offline
44% UK consumers more likely to purchase online if they can pick up in store
62% UK consumers shoppers more likely to purchase online if they can return in store
For one thing, the majority of overall retail sales are still taking place offline, and ecommerce sites have realized that they need to set up physical shops if they want to gain significant market share. Additionally, the need to provide seamless online to in-store experiences continues to grow, and successfully pulling this off requires both a digital and physical presence.
According to eMarketer, ½ UK social media users say that shopping online lacks the social experiences you get in store. 6/10 UK consumers miss the element of help/advice that comes from in-store shopping.
Amongst UK consumers, in-store still leads as the place where the shopping experience BEGINS.
53% in-store
36% retailer website
5.6% mobile app
2.3% contact centre/catalog
0.9% social media
Ecommerce sites setting up shop offline is, on one hand, good news for the brick-and-mortar realm because it validates the need for physical retail. However, this also means that Main Street is going to get a whole lot more competitive, and traditional brick-and-mortar retailers must step up their game in order to win.
To do this, we predict that merchants will further enrich the in-store experience by offering services on top of “stuff.” Take for example, Birchbox’s Soho location. In addition to playing video tutorials to keep shoppers informed and inspired, the retailer also offers hair, makeup and nail services in its store.
Brands that launched exclusively in eCommerce are increasingly opening brick and mortar stores. Physical space offers a way to meet consumer demand, build brand equity, and learn from customer interactions with product.
https://www.vendhq.com/university/retail-trends-and-predictions-2015
Brands that launched exclusively in eCommerce are increasingly opening brick and mortar stores. Physical space offers a way to meet consumer demand, build brand equity, and learn from customer interactions with product.
Warby Parker seemed all digital to begin with, but increasing consumer demand and a strong business case for brick & mortar shops has lead to a growing set of stores across the US. All signs point to intention to stay-the brand has just taken up a 10 year lease in New York’s SoHo neighborhood opposite the Apple store
Birchbox, the company known for selling subscriptions to beauty product samples by mail, is leveraging physical space to optimise the CX. More than 800,000 women subscribe to the company’s monthly beauty sample boxes online, so why the physical store? It’s a vehicle to express the brand purpose and identity. More importantly, the physical store represents a chance to gather customer and product insight from some of the brand’s obsessive and devoted customers.
The store relies heavily on the brand’s digital presence: “The iPads placed around the floor offer more products, reviews, and video tutorials from Birchbox.com. A physical display in the front of the store shows a rotating inventory of the top online sellers, and a large interactive display in the back allows shoppers to input their attributes (hair type, skin color, age, et cetera) for new product recommendations using their finger.”
http://fortune.com/2014/07/11/birchbox-soho-store/
US eyeglass retailer Warby Parker raised $100 million to expand physical store locations and allow consumers to conduct eye exams on mobile phones
Warby Parker seemed all digital to begin with, but increasing consumer demand and a strong business case for brick & mortar shops has lead to a growing set of stores across the US. All signs point to intention to stay-the brand has just taken up a 10 year lease in New York’s SoHo neighborhood opposite the Apple store
California-based retailer Everlane has placed snapchat at the heart of their marketing strategy, using it for exclusive product launches, giving a glimpse into company factories, and even company parties.
http://www.psfk.com/2015/05/everlane-fashion-retailers-on-snapchat-secret-shops-roi.html
Customer journeys are critical, and brands should see them as dynamic constructs informed by fresh insights.
Brands need to meet basic standards for a seamless online/offline experience.
Of top 50 high street retailers in the UK…
40% don’t have mobile optimized store locators
20% don’t have transactional mobile site
30% don’t have iOS or Android app
46% don’t feature responsive web design
44% don’t have tablet-optimised sites
New apps and tools are making it easier to shop from social, but consumer comments asking ‘where can I buy this?’ on social show that there is still work to be done to make the experience more seamless.
Continuous Commerce:
eCommerce is expected to grow 87% from 2013-2018, while mCommerce is expect to grow 157% (eMarketer/April 2014)
In the UK, mobile shopping is growing at nearly 4x the rate of overall online spending (IPSOS/Paypal study)
Social Commerce:
In 2014, Commerce orders coming from social media grew 202%.
Organic and paid search still dominates, but social media is becoming more and more effective at driving sales
75% of UK consumers have used social networks to make a purchasing decision
Social-driven retail sales & referral traffic are rising at a faster pace than all other online channels
If social shopping takes off—and there’s a good chance that it will—users will be able to enjoy a more seamless shopping experience. The clunky transition from one channel to the next (i.e. social to ecommerce) will be eliminated and purchases will be completed much faster.
According to a piece of US research by Business Insider, the Top 500 retailers earned $3.3 Billion from social shopping in 2014, up 26%. This is well ahead of the ~`6% growth rate for eCommerce.
Pinterest is ‘about the future’
74% of active pinners use Pinterest to plan for future purchases
Social Sharing & comparing can drive purchase
According to Bazaar voice, 50% of social purchases in the UK occur within one week of sharing an item on a social site
We know that 75% UK consumers have used social to make a purchase decision, but how well set up are brands to facilitate a social shop?
Net-A-Porter, lauded as the main disruptor in the fashion industry, has recently launched new app called ‘The Net Set’ that combines features of a social app with a simplified, direct ‘Buy now’ trigger.
Features include browsing a live feed to see what’s trending, admire 15 ‘Style Council’ members and shop along with them, and join style tribes to uncover like-minded user, content, brands and inspiration. Consumers can shop everything direct from app
The app makes use of digital technologies such as image recognition and live feed of what’s trending based on shopper data, and aims to recreate some of the magic of brick and mortar buying.
Other apps and tools allow consumers to shop as soon as inspiration hits, but brands themselves aren’t doing enough to simplify purchase.
In their book, The New Rules of Retail, Robin Lewis and Michael Dart brought up an excellent point about modern retail success. According to them, if retailers truly want to provide compelling shopper experiences, they would have to take more control of how their products are manufactured, marketed, and distributed.
According to Nielsen global research:
One quarter of respondents were already ordering grocery products online for home delivery
55% are willing to do so in the future
14% use an automatic online subscription service
54% are willing to consider online subscription services in the future