DEVELOPING AN OMNI-CHANNEL STRATEGY TO CREATE GREAT EXPERIENCES

Transcription

1 DEVELOPING AN OMNI-CHANNEL STRATEGY TO CREATE GREAT EXPERIENCES

2 HOW OMNI-CHANNEL STRATEGIES AND DEFINITIONS ARE EVOLVING

3 the evolution of omni-channel MULTI-CHANNEL CROSS-CHANNEL OMNI-CHANNEL OMNI-CHANNEL COMMERCE

4 Multi-Channel A true multi-channel strategy covers purchases from a store, website, telephone ordering, mail orders, interactive television, catalog ordering or comparison shopping sites and each channel retains its own identity. Cross-Channel Cross-channel retail is all about delivering a somewhat seamless customer experience across multiple sales channels. It is the strategy of sharing and selling products across different channels through to the same customer. However, typically the data is siloed among each channel.

5 Omni-Channel Omni-channel is navigating between all channels as though they were seamless variations of each other in order to make a single purchase. There s no difference between goods, pricing and other aspects between online and offline experiences. Omni-Channel Commerce A web-based unified e-commerce platform combines mobile-optimized ecommerce storefront technology with enterprise-class order management and inventory management, fulfillment and warehouse management, customer relationship management (CRM), Point of Sale capabilities and much more.

6 Systems that are fully integrated with real-time data flow to and from all end points, regardless of location. A customer experience that is consistent and appropriate across every touchpoint in every location. CIO CMO

7 THE LINES BETWEEN ONLINE AND OFFLINE COMMERCE CONTINUE TO BLUR

8 98% of Americans switch between devices in the same day Source: business2community

9 omni-channel: a revolutionary way of thinking about customers

10 89% of customers are retained by companies using omni-channel customer engagement strategies Source: Aberdeen Group Inc.

11 why great retail experiences matter more today than ever before

12 30% higher LTV of those shoppers who buy from a business both in-store and online vs. those who shop using only one channel Source: IDC

13 customers want personalized experiences that account for their preferences and time constraints

14 good customer experience trumps price for loyalty

15 it s a customer (r)evolution

16 create a truly seamless customer experience across digital retail and the store

17 IT S TIME TO FUTURE-PROOF YOUR BUSINESS

18

19 omni-channel is now the standard

20 bridging the online-offline experience

21 a personalized experience is an absolute must

22 the key to a successful omni-channel strategy is a well-oiled supply chain

23 4 steps to omni-channel supply chain profitability Source: Accenture

24 4 steps to omni-channel supply chain profitability Source: Accenture

25 4 steps to omni-channel supply chain profitability Source: Accenture

26 4 steps to omni-channel supply chain profitability Source: Accenture

27 KEY TAKE-AWAYS

28 make it valuable

29 invest equally in all channels

30 provide excellent customer service

31 deliver content at the right time and in the right place

32 investing in technology will be instrumental

33 implement a fully-integrated system

34 CREATE GREAT EXPERIENCES HOW Mi9 RETAIL CAN HELP

35 create great experiences with Mi9 Retail FOR YOUR CUSTOMERS They will be delighted. They will buy. They will be loyal. FOR YOUR ASSOCIATES They will be delighted. They will be successful. They will be loyal.

36 the Mi9 Retail omni-channel commerce platform R E TA I L A N A LY T I C S Actionable Analytics Reports, Dashboards & Metrics Unified Data Model C U S T O M E R E N G A G E M E N T CRM Clienteling O R D E R M A N A G E M E N T Order Routing Inventory Tracking M E R C H A N D I S E M A N A G E M E N T Master Data Management Allocation & Replenishment Purchasing & Warehousing Promotions & Pricing S T O R E O P E R AT I O N S POS Inventory Management Order Management D I G I TA L C O M M E R C E Shopping Cart & Checkout SEO & Marketing B2B & D2C

37 create great experiences with Mi9 Retail ensures customer demand is always met by having the right merchandise in the right place at the right time. delivers a real-time inventory picture allowing associates to easily locate the right merchandise to complete the sale. enables flexible fulfillment options and easy returns at the store for a seamless shopping experience.

38 the sum of the parts IT S WHAT SETS Mi9 RETAIL APART C O N F I G U R E D, N O T C U S T O M I Z E D % R E TA I L A N D E - C O M M E R C E C U T T I N G - E D G E M O D E R N T E C H N O L O G Y C L O U D - B A S E D U N P A R A L L E L E D A N A L Y T I C S I N T E R N A T I O N A L

39

40

41 THANK YOU feel free to contact us P H O N E E M A I L info@mi9retail.com W E B S I T E