Multichannel innovation-webloyalty

Innovation in a multichannel world

18 October 2012

Guy Chiswick Managing Director, Webloyalty

A future shopping trip

Online In-store

Research products, availability and prices online

Product selection and details sent to mobile phone

Go to shop to view the product

Find product in a shop

Mobile used to scan products for price comparison and product

information

Customer locates nearest shop with best price and availability

using GPS map

Customer finds online is cheaper, uses mobile to go online and buy the

product

Mobile used to reserve item at chosen store

Mobile used to download or redeem mobile coupon

Once payment is made, customer receives mobile coupon via text to redeem

against next online purchase

Message from retailer with recommendations

Customer logs into store, receives update

of deals and personalised product

suggestions

Customer reviews product and asks for

opinionOrder product in store and track

delivery

Multichannel innovation

Usage is commonplaceBig can be betterBut smaller is often clevererReturns are a major issueConsistency is key