The document discusses the importance of enhancing customer experience (CX) through omnichannel strategies in the retail sector. It emphasizes understanding customer challenges and providing tailored support based on their propensity to buy. The aim is to reinvent the shopping experience and leverage new channels to gain a competitive advantage.

1. Do you?
Omnichannel

2. Which channels do
you currently use?

3. The Channels:

4. Before you change
add channels
CONSIDER THIS

5. Customer
experience
(CX)
is
the
single
most
exci5ng
opportunity
in
2015
eConsultancy & Adobe Digital Trends Report, 2015

6. Customer Experience (CX)
can be more effective;
plus you’ll enjoy it more.
Make it your
Competitive Advantage

7. Why care?

8. Google:
Lines
between
offline
and
online
shopping
experiences
are
blurring.

9. But…

10. Can your existing
channels create
(or emulate) the
same experience?
We Say Yes

11. Let’s Take a
Step Back

12. Which are better
best?

13. Doesn’t matter

14. Omnichannel is about
Experience
not location,
technology, or
form
category

15. Consider Your Customer

16. And Their Challenges
Unable to get specific questions answered
No real-time help
Long, tedious self discovery
Non-contextual, impersonal reviews
Trusted advice is elusive
In-store visits reduce convenience

17. How Do You
Help Them?

18. context
is
king
Understand

19. Identify
Automate, content-oriented,
with a goal to convert to MPTB
Low Propensity to Buy (LPTB)
These visitors
won’t buy during
this visit

20. Identify
Get out of their way; self-
service is ultra easy and quick
High Propensity to Buy (HPTB)
These visitors will
buy without
assistance

21. Identify & Help
Medium Propensity to Buy (MPTB)

22. Focus on helping
them find what they
had a “conditional”
intent to buy. Give:
Specific answers,
Trusted input, and
Human Connection
They Want Help
Medium Propensity to Buy (MPTB)

23. Visit-based
insights
Visitor
recognition
Ability to act in
real-time
Here’s How You Help:

24. Reinventing the
discovery & shopping
experience
is your green field
…your opportunity
to differentiate and
win.

25. We have found
New Channels
in an
old medium

26. 37.5 MILLION
Channels
The biggest UNTAPPED RESOURCE for U.S. businesses

27. Come Learn
about them
Click
the
Radio

28. Credits
http://www.slideshare.net/aureliaa/digital-strategy-for-retail-
omnichannel-the-hive-think-tank
eConsultancy & Adobe Digital Trends Report, 2015
http://googleretail.blogspot.com/2012/10/ushering-in-first-nonline-
holiday.html
http://www.slideshare.net/needleinc/scott-pulsipher-etailwest-2015
http://www.customerexperiencemagazine.co.uk/features/context-
content-and-the-customer-experience/
http://www.goldengooseaward.org/
http://news.nationalpost.com/2012/07/25/twilight-of-the-gods-the-
internet-of-the-phonograph-age/