Off-Line Commerce Omni Channel Strategy by Tablet POS (INTEL CMO Speech)
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This document outlines Shinsegae's omni-channel strategy focused on tablet POS to provide a seamless customer experience across online and offline channels. The strategy has four key objectives: 1) zero effort shopping through mobile payment and fast checkout, 2) fair competition by enabling salespeople to access product info and prices, 3) leveraging big data from customer behavior to develop an offline retail service platform, and 4) personalization through customized benefits and targeted marketing based on customer data. The strategy aims to reduce customer effort, respond to informed customers, collect valuable customer insights, and provide personalized service.
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Off-Line Commerce Omni Channel Strategy by Tablet POS (INTEL CMO Speech)
- 1. Omni-Channel Strategy by Tablet POS Jinwoo Yang Customer Experience Manager at Shinsegae LINKEDIN HTTPS://KR.LINKEDIN.COM/IN/JINWOOYANG FACEBOOK HTTP://FACEBOOK.COM/JWYANG0905
- 3. About SHINSEGAE Main Branch Oct. 1930 Masan Branch Aug. 2000 Gyeonggi Branch Mar. 2007 Ejungbu Branch Apr. 2012 Incheon Branch Nov.1997 Yeongdeungpo Branch May 1984 Gangnam Branch Oct. 2000 Chungcheong Branch Dec 2010 Gwangju Branch Aug. 1995 Centum City Branch Mar. 2009 Hanam Branch Sep. 2016 Kimhae Branch Jun.. 2016 Daegu Branch Dec. 2016
- 4. 1984Until 2015 Focus On Checkout Only Low Extensibility Asymmetry Of Information
- 5. Medium Of Interaction CUSTOMERS MANAGERSSALESPEOPLE Share Information Active Support Customized Benefits Customer Preference / Behavior
- 6. Mission 1 Mission 2 Mission 3 Mission 4 OBJECTIVES ZERO – EFFORT FAIR COMPETITION BIG DATA PERSONALIZATION
- 7. ZERO – EFFORT • Shopping Experience To Reduce Efforts and Waiting Time Scan & Go (WAL-MART)PAY WITH SQAURE (SQUARE) Various Mobile Payment Commerce based on IoT AGENDA • Fast Checkout • Easy Usage (User-Friendly UX) • Openness To Various Payment : Mobile Wallet, Self-Payment, etc.
- 8. FAIR COMPETITION • Respond To Smart Customers Comparing Price or Benefits • Amazon Price Tracker • Macy’s Price Match Mobile Device For Salespeople • Burberry Flagship iPAD • Nordstrom iPAD • Channel To Share Information : Promotions, Discount Policy, Work Schedules, etc. • Possibility To Various Function : Order at Online Mall, e-Catalogue, etc. AGENDA
- 9. Customer Data Off-Line Retailer On-Line Retailer Mobile Service Platform Mobile Payment O O O O O O O O X O O O X O O O X O O O X O O O BIG DATA • Ability to Collect Customer Behavior Information Time to Stay Wishlist / Interest Searching Trace Favorite Promotion Purchase History Demographic Data
- 10. BIG DATA • Develop into 「Service Platform」 of Offline Stores Staff Notice 2017 년 이후 Transfer To Window 10 OS 2016 2017 2018~ Video Tutorial Customer Promise Management Customized Coupon e-Catalog On-Off Payment Integration Promotion In-store Ad Display (Behavior Recognition) Stock Management Pickup / Reverse Pickup Remote Surpport Customer Promise Management Customized Coupon e-Catalog On-Off Payment Integration Promotion In-store Ad Display (Behavior Recognition) Stock Management Pickup / Reverse Pickup
- 11. PERSONALIZATION • Customized Benefits For Customers CRM (Based on Cloud) Social Data (WAL-MART Polaris) Customized Recommendation (NETFLIX, AMAZON) Mobile Coupon (Shopkick) • Tool For Target Marketing - Possible To Provide Various Benefits - Offer Reward based on Past + Current + Forecast information - Convenience For Customers AGENDA
- 12. DEVICES Bluebird (10 inches Tablet) 4,093 Tablets HP (8 inches Tablet) approx. 4,700 Tablets AAVA (5 inches Tablet) 390 Tablets