Lightspeed jean paul chauvet
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The document discusses the importance of omnichannel retail experiences. It provides an example of a customer who researched an electric bike online, reserved it from a store's website, tested it out in person, and later received an email from the store about servicing. This illustrates how modern shoppers move seamlessly between online and in-store. It also describes how some retailers are missing out on sales by not having an online presence or integrated online and physical stores.
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Lightspeed jean paul chauvet
- 1. The omnichannel reality The “no compromise” approach to retail
- 2. What it means to be omnichannel
- 3. A few months ago, I was interested in buying an electric bike. I went online and started doing some research.
- 4. After reading some blogs, reviews, and a bit of web-rooming, I decided that I wanted a Solex. I googled Solex Montreal and found a bike shop outside of Montreal whose inventory carried the one that I wanted.
- 5. I reserved the bike online and over the weekend, visited the store.
- 6. At the store, I took it for a spin and inspected the bike. The bike store owner was knowledgable and answered all the questions I had. In addition to the bike, he also sold me a few accessories.
- 7. Three months after I had purchased, I received an email from the bike store reminding me that it was time to get my bike serviced!
- 8. This is the omnichannel experience and how modern shoppers shop. Whether you’re online or in-store – it’s all one fluid retail experience.
- 9. One more thing… The other day I was biking past a bike shop 300 yards from my house. I went in and they had a large selection of e-bikes, including the one I bought. Since their inventory was not exposed and they did not have online presence, I did not know they existed! Conclusion: That store lost a sale
- 10. Consumers research and buy across many devices & channels
- 11. consult their phones on purchases they’re about to make in a store ‘showroom’ or shop in-store for an item they later buy online of eCommerce traffic comes from smartphone users or research online before purchasing in-store
- 13. I don’t have an online store Profile I have a brick-and-mortar store that has no online presence. There are not enough hours in the day, and I lack the technical knowledge to manage an online store Consequence Reach is limited to foot traffic, loss of sales!
- 14. Profile I am a retailer with a brick-and-mortar store that also sells online, but the two systems are not integrated. I waste time managing two systems and am unable to give my customer a seamless shopping experience. Outcome Poor customer experience, missed sales opportunities and operational mistakes due to a poorly managed back office. I sell in multiple channels that aren’t integrated
- 15. Profile I am a retailer with a brick-and-mortar store and an eCommerce solution that are not deeply integrated. Outcome Issues with scalability and store operations that are not 100% streamlined and optimized. I have a poorly integrated offline and online store
- 17. • Recognize customers • Personalize outreach • Increase transaction sizes • Measure ROI MORE INSIGHTFUL MARKETING & SALES DATA
- 18. • Stronger brand recognition • Unbroken buying continuum • International & 24/7 expansion • Cross-channel opportunities SEAMLESS CUSTOMER EXPERIENCE
- 19. • Integrated inventory • Integrated reporting • Centralized sales data UNIFIED STORE OPERATIONS
Editor's Notes
- -while 90% of retail sales are still captured at a brick and mortar location -mobile is the biggest disruptive technology in retail right now.
- The first is that you will benefit from more insightful marketing and sales data. - In an omnichannel world, data from all transactions and interactions will be tied to a unique customer identifier —>i.e. in-store & online purchases, gift cards, comments, preferences -The more data points, the more complete your view, enabling you to: -Recognize customers through a unique identifier, regardless off in-store or on any device -Personalize outreach by knowing your customer’s behaviour. Helps you retain customers for life. -Increase transaction sizes through personalized offers & up-sell/ cross-sell opportunities -Measure the ROI of marketing efforts across all channels.
- Customers expect: -To be recognized based on past purchases & preferences -They expect a consist experience across devices & stores. -And switching between online and physical is now a natural part of the shopping experience. Merchants who invest in an omnichannel experience, can expect: -Stronger brand recognition across all marketing channels -An unbroken buying continuum, as consumers switch between channels -The ability to open your stores internationally & around the clock -the ability to sell & service across channels, such as: - buy online/pickup inshore - return in-store - Use gift cards across all purchasing platforms -This lets customers shop when they want, save time, save shipping costs, and gives customers the ability to try a product before going home.
- -Omnichannel requires you to break down silos in your organization - marketing and inventory; physical & online; locations. -Integrated inventory: separate in-store and online inventories are your worst nightmare. Getting this integrated is probably the single most important thing you can do. -Integrated reporting: single view of all your sales, sell through, weeks of supply, and other performance metrics.