The document discusses omni-channel retailing and providing a seamless customer experience across multiple sales channels. It notes that customers now research, purchase, and engage with brands through various channels and expect a consistent brand experience. Retailers must unify how they manage customers, products, fulfillment, inventory, and analytics across all channels. This allows them to understand customer preferences and behaviors holistically. Implementing a true omni-channel strategy requires changes to how companies are structured, their IT systems, and key performance metrics to ensure coordination across departments and channels.
Winning The Customer With a Great ExperienceJeff Kershner
In this presentation, originally put together for DSES 2013, Jeff Kershner and Ryan Leslie discuss and review several key elements around providing a stellar online and offline customer experience with your dealership.
From managing and obtaining online customer reviews to leveraging mobile technology to engage your potential customers on the showroom floor, while helping to prevent showrooming.
Each highlighted experience that Jeff and Ryan focus on in this presentation has a very influential and direct impact on your dealers business.
Today’s customers are always on, and always interacting. They’ve embraced cloud, social, mobile, and connected products, and they expect the companies with whom they do business to communicate with them when, where, and how they prefer. That's why now is the time to take your digital marketing campaigns to the next level. The first step is acquiring new subscribers—so you can continue the conversation, begin building new relationships, and maximize your return on marketing investment.
Register for future webinars in the The Future is Now Webinar Series: pages.exacttarget.com/thefutureisnow
Bank of China (Thailand) 2011_by BaitongBaitong TS
Process Improvement (not only recruitment but also Organization Development,Employee Relations, marketing and branding to support business expansion plan and the bank's reputation in THAILAND.
Objetivos, fases y equipo del proyecto. José Luís Llerena Ruiz.CTAEXCTAEX
29/04/2015 Presentación de resultados del "Estudio para la valorización de los productos de las industrias transformadoras del olivar del Geoparque Villuercas, Ibores, Jara". Objetivos, fases y equipo del proyecto. José Luís Llerena Ruiz.CTAEX
Winning The Customer With a Great ExperienceJeff Kershner
In this presentation, originally put together for DSES 2013, Jeff Kershner and Ryan Leslie discuss and review several key elements around providing a stellar online and offline customer experience with your dealership.
From managing and obtaining online customer reviews to leveraging mobile technology to engage your potential customers on the showroom floor, while helping to prevent showrooming.
Each highlighted experience that Jeff and Ryan focus on in this presentation has a very influential and direct impact on your dealers business.
Today’s customers are always on, and always interacting. They’ve embraced cloud, social, mobile, and connected products, and they expect the companies with whom they do business to communicate with them when, where, and how they prefer. That's why now is the time to take your digital marketing campaigns to the next level. The first step is acquiring new subscribers—so you can continue the conversation, begin building new relationships, and maximize your return on marketing investment.
Register for future webinars in the The Future is Now Webinar Series: pages.exacttarget.com/thefutureisnow
Bank of China (Thailand) 2011_by BaitongBaitong TS
Process Improvement (not only recruitment but also Organization Development,Employee Relations, marketing and branding to support business expansion plan and the bank's reputation in THAILAND.
Objetivos, fases y equipo del proyecto. José Luís Llerena Ruiz.CTAEXCTAEX
29/04/2015 Presentación de resultados del "Estudio para la valorización de los productos de las industrias transformadoras del olivar del Geoparque Villuercas, Ibores, Jara". Objetivos, fases y equipo del proyecto. José Luís Llerena Ruiz.CTAEX
MNS ADVERTISING started its journey in 2009 with a motto to provide integrated advertising and marketing solutions under one roof either its print, electronic, outdoor, creative or digital media at cost effective creative solutions. We are small in size, but we are professional. We understand the evolution of technology and its impact on the customer’s behavior and interaction. We work according to your specific needs so that you can reach to your real customers and exact audience to your business. We mainly focused on quality work and committed to provide you measurable and valuable results with our eminence and distinctive work.
We recently partnered with a US based dental company which was in the process of launching their patented technology based dental product. The intention was to create a modern looking presentation which could be used both as a corporate presentation and a fund raising document
MNS ADVERTISING started its journey in 2009 with a motto to provide integrated advertising and marketing solutions under one roof either its print, electronic, outdoor, creative or digital media at cost effective creative solutions. We are small in size, but we are professional. We understand the evolution of technology and its impact on the customer’s behavior and interaction. We work according to your specific needs so that you can reach to your real customers and exact audience to your business. We mainly focused on quality work and committed to provide you measurable and valuable results with our eminence and distinctive work.
We recently partnered with a US based dental company which was in the process of launching their patented technology based dental product. The intention was to create a modern looking presentation which could be used both as a corporate presentation and a fund raising document
One day we woke up and realized that our days are filled with all kind of stuff unrelated to code or product, that our goals are driven by product owners, and that our code design is dictated by architects trying to tell us how we should solve problems. A strong coding culture gives the power back to the developer to concentrate on one thing: Create awesome stuff!
Imagine a culture where the input of the whole organization turns an individual idea into a user story in just a couple of hours; where everybody's goal is to make the customer awesome, and where you work on stuff you love instead stuff you loathe. A great coding culture concentrates on making developers productive and happy by removing unnecessary overhead, bringing autonomous teams together, helping the individual programmer to innovate, and raising the awareness among the developers to create better code.
I will talk about how to establish and foster a strong engineering-focused culture that scales from a small team to a huge organization with hundreds of developers. I'll give lots of examples from our experience at Atlassian to show that once you're working in a great coding culture, you won't want to work anywhere else.
You can find a video version of the talk here: https://www.youtube.com/watch?v=rRc0FEg46kw
Volo is a high level IT outsourcing partner working across multiple platforms and sectors with an outstanding track record. We take on difficult projects that others can't.
Whitepaper - ETP-Omni Channel Retail and Customer Experience_rev5
1. Create the right customer experience across multiple channels
that compels your customers to buy again and more
OMNI CHANNEL Retail and CUSTOMER EXPERIENCE
White Paper
RETAIL SOFTWARE SOLUTIONS
2. RETAIL SOFTWARE SOLUTIONS
White Paper | Omni Channel Retail and Customer Experience Getting It Right In Retail | 2
Omni Channel - Introduction
Modern day customers are always connected; either through their mobile devices or through their computers. They want
the retailers’ offerings to be available on-demand, on their smart phones, tablets, laptops or physically in a conveniently
located store.
Today, existing and potential customers are offered a variety of options to
interact, compare, browse and make their choice. There are traditional
channels like the different formats of retail stores e.g. speciality stores,
kiosks, malls, multi-brand stores, etc. and the new channels like own
website, third party portals, mobile applications, social media, etc.
Information Technology has played a major role in delivering these
services at the doorstep of customers, as per their choice and across all
channels.
A customer expects a seamless and consistent experience, whether she is
walking into a store or accessing a company’s portal through any multi-
media or mobile device, any place and any time, at her convenience. For
a customer, the purchasing journey begins with the understanding of the
product or service. This can be through print/electronic media, online portals or social networking sites, etc. Once she
decides on the product to be bought, she has multiple choices to make the purchase. There are several customers who
would like to carry out detailed research using online sources but would like to visit a store to get a look and feel of the
product and then buy it. Many customers would like the in-store experience of personal interaction with the store-staff, as
they finalise their purchase. Companies are often changing the layout and display of their products in the stores, to enable
the customers to browse the products on display without disturbance. This allows them to choose the product while the
store-staff is available for help. However, there are those who would base their decision on research and would like to
place the order electronically, from the comfort of their homes and offices. And then, there are some customers who would
simply indulge in impulse purchases while walking past a store window.
Web Ads
Print Ads
NEWSLOREM IPSUM DOLOR SIT AMET
No.
11:12:2014
LOREM IPSUMDOLOR SIT AMET
LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET
LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET
LOREMT
LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET
LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET
LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET
LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET
LOREM IPSUM DOLOR SIT AMETLOREM IPSUM DOLOR SIT AMET
LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET
LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET
LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET
LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET
LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET
LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET
LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET
LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET
LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET
LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET
LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET
LOREM IPSUM DOLOR SIT AMET
LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET
LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET
LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET
LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET
LOREM IPSUM DOLOR SIT AMETLOREM IPSUM DOLOR SIT AMET
LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET
LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET
LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET
LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT
AMETLOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT
AMET LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT
AMET
LOREM IPSUMDOLOR SIT AMET
LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET
LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET
LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET
LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET
LOREM IPSUM DOLOR SIT AMET
Website
Webinars
Direct mail
Email
Videos
Public Relations
BUSINESS NEWS
EXTRA
NO:1234 /11:12:2014
LOREM IPSUM
DOLOR SIT AMET
LOREM IPSUM
DOLOR SIT AMET
LOREM IPSUM
DOLOR SIT AMET
LOREM IPSUM
DOLOR SIT AMET
LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET
LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET
LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET
LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET
LOREM IPSUM DOLOR SIT AMETLOREM IPSUM DOLOR SIT AMET
LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET
LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET
LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET
LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET
LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET
LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET
LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET
LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET
LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET
LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET
LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET
LOREM IPSUM DOLOR SIT AMET
LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET LOREM IPSUM
DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT
AMET LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMETLOREM IPSUM DOLOR SIT AMET LOREM
IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR
SIT AMET LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET
LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET LOREM IPSUM
DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT
AMET LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET LOREM
IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET LOREM IPSUM
DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET
LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET LOREM IPSUM
DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT
AMET LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMETLOREM IPSUM DOLOR SIT AMET LOREM
IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR
SIT AMET LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET
LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET LOREM IPSUM
DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT
AMET LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET LOREM
IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET LOREM IPSUM
DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET
LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET
LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET
LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET
LOREM IPSUM DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET
LOREM IPSUM DOLOR SIT AMETLOREM IPSUM DOLOR SIT
AMETET
WORLD NEWS
LOREM IPSUM DOLOR SIT AMET LOREM IPSUM
DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET
LOREM IPSUM DOLOR SIT AMET LOREM IPSUM
DOLOR SIT AMET LOREM IPSUM DOLOR SIT AMET
LOREM IPSUM DOLOR SIT AMET LOREM IPSUM
DOLOR SIT AMET LOREM IPSUM DOLOR SIT
AMETLOREM IPSUM DOLOR SIT AMETET
Smartphone
Physical Store
Multichannel
Marketing
Events & Exhibitions
Broadcast Media
Brochures & Catalogs
Social Media & Blogs
3. RETAIL SOFTWARE SOLUTIONS
White Paper | Omni Channel Retail and Customer Experience Getting It Right In Retail | 3
Apart from quality products, customers usually seek a pleasant store ambience, easy-to-access merchandise with correct
labels, helpful and informative staff, as part of the overall in-store experience. The challenge for the retailer is to ensure
customer satisfaction level remains consistent across multiple channels, during the entire customer interaction journey –
pre and post purchase. It is important that all customer touch points portray the brand uniformly, e.g. it could be “Everyday
Value”, “Innovative Design”, “Engineered for Speed”, etc.
Some of the common customer touch points are:
• Marketing: website, brochures, VM, social media, online apps
• Sales: stores, e-commerce, call centre, catalogues, returns, CRM
• After-sales: service, complaints, home delivery
Unfortunately, these are often different departments, functioning in silos and sometimes outsourced. So what is the
solution to delivering on the brand identity?
• Investment in training of the brand ‘value’
• Same source of data across the enterprise - focused on the customer
• Continuous feedback from customers and rewards for employees who upheld the brand identity
Omni Channel - Expectations
For ages, traditional channels had distinct ways of
promoting their products. Product launches through
mailers, advertisements and promotions, incentives for
early birds, shop-floor merchandising were some of the
tried and tested techniques. Beyond customer surveys and
trends, it was not possible to clearly understand individual
preferences.
With the advent of internet, social networking, data
analytics and various other technology tools, the entire
approach to product launch and promotion has changed.
Social media is now used extensively to promote or pilot
launch new products, to test and gain customer feedback
which is realistic, timely and cost effective.
Competitive pressure continues to reduce ‘time to market’.
Customers quickly lose interest in products and therefore
companies have to continuously launch newer products and phase out slow moving and non-moving inventory across
channels. There are database technologies that allow large data to be captured to identify volumes and variable demands.
Increased use of forecasting tools have resulted in predicting seasonal demand and exceptions, if any. Analytic tools have
enabled understanding of customer insights and buying behaviours. They have also helped in creating loyalty programs
that suit different types of customers.
4. RETAIL SOFTWARE SOLUTIONS
White Paper | Omni Channel Retail and Customer Experience Getting It Right In Retail | 4
Mobile technology has brought information from laptop to smartphones. The younger generation, especially, enjoys the
ease and power of purchasing at a click of a button or swipe of a finger.
Cloud technology has helped large and small companies to manage their IT expenses by keeping investments and risks at
a low level.
Truly, time and place have now lost relevance for the customers.
Although a wide range of technologies are available, the challenge for retailers is how to effectively make use of them to
offer a unified customer experience across research, purchase, payment and after-sales service.
Unifying Cross Channel Management
1. Customer View: The view of the customer should
remain same irrespective of the channel being used to
engage with the brand.
2. Product Offer / Brand Management: Uniformity in
product offering, price and promotions across all
channels with innovative design.
3. Fulfilment: Irrespective of the channel, the customer
should enjoy easy and quick payment procedures,
packaging and delivery as per customer’s choice.
Simple and easy return processes and after-sales
service are important in all channels. The customer
also expects his/her loyalty points to be automatically
updated. It is needless to say that the interaction with
a showroom’s personnel should result in the customer
seeking services from the same showroom staff, on her
subsequent visit.
4. Inventory: Consistent inventory across all channels and regular updates on sales and stock.
5. Analytics: Customer insights across channels should be gained using a common database and analytics engine,
focusing on customer buying behavior and preferences.
SALE
40%
OFF
DISCOUNT
%
%
5. RETAIL SOFTWARE SOLUTIONS
White Paper | Omni Channel Retail and Customer Experience Getting It Right In Retail | 5
Customer Multi Channel Options
Customer/
People
Journey
Media
(TV,
Print,
Display
Board,
etc.)
SMS Mail
Tele-
Calling
Website
(own,
3rd
Party)
Smart
Tab/
Mobile
Retail
Stores
(multi
format)
Depart
ment
Stores/
Malls
Social
Media
3rd
Party
compar
-ison
Marketing Y Y Y Y Y Y Y Y Y Y
Promotion Y Y Y Y Y Y Y Y
Lead Y Y Y Y Y Y Y Y
Research
(Comparison
/ Feedback /
Peer View)
Y Y Y Y Y Y Y Y Y
Ordering Y Y Y Y Y Y Y
Fulfilment /
Billing
Y Y Y Y Y Y
Returns Y Y Y Y
Loyalty Y Y Y Y Y Y Y
Feedback Y Y Y Y Y Y Y Y Y
6. RETAIL SOFTWARE SOLUTIONS
White Paper | Omni Channel Retail and Customer Experience Getting It Right In Retail | 6
Some of the challenges and issues of Omni Channel retail
1. Companies are yet to be structured to offer a seamless unified customer experience. They are working in silos with
functional rather than process responsibility.
2. Unified approach towards IT strategy is needed if unified views have to be made possible. Companies may have to
relook their existing infrastructure and software solutions. It is important to look at evolving technology products
while keeping the investments at a reasonable level.
3. Entire key performance metrics need to be aligned across channels and the customer experience.
4. Marketing promotions have to be aligned with the requirements of different channels, while projecting a consistent
brand image to the potential customers.
5. Product and pricing decisions, particularly off-season discounts, can be made to vary across channels. This needs
to be done without jeopardising channel partners and customer perception.
Benefits
1. Unified customer experience will mean that a
channel is transparent to a customer seeking to
buy a product or service. This is due to availability
of uniform information regarding product, pricing
and service across channels.
2. It will lead to better understanding of customer
needs and enable better product availability
across channels.
3. Integrated backend processes will help to quickly
identify slow and non-moving products while
ensuring that shelf space is not left vacant.
Companies will benefit with lower inventory cost,
better stock turns and increased satisfaction.
4. As customer perceptions about the company, its brands, its products and services improve, there will be repeat
purchases by existing customers and positive word-of-mouth resulting in more customer acquisition.
7. RETAIL SOFTWARE SOLUTIONS
White Paper | Omni Channel Retail and Customer Experience Getting It Right In Retail | 7
Conclusion
What do customers really want? They are tired of too much information.
Keep it Simple. Customers don’t want the best brains in the world devising complex schemes and promotions or techies
developing complex apps. They want you to make it easy and they will keep buying.
• Easy to come to your store - location
• Easy to buy - people, VM, merchandise, systems
• Easy to return or exchange
• Easy to earn and burn
A retailer can choose various channels, through which he can offer his product or service to customers. Before doing so,
he must apply a strategic approach for unified customer experience; helping the company save costs in deployment of
technology, avoid duplication and ensure that the backend solutions are in tune with technological developments and are
scalable and easily manageable.