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v. Asger Munkholm Højfeldt, Dynamicweb Software
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The consumer of tomorrow
5th August By Asger Munkholm Højfeldt
Retail
Asger Munkholm Højfeldt
Product Manager
Twitter.com/AsgerMH
LinkedIN.com/AsgerMH
Blog.AsgerMH.com
+45 6040 3025
Agenda
• What is Omni Channel?
• Why do we even care?
• What to do?
By the numbers
Pro"table since
1999 Present in
13 Countries Certi"ed partners
200
Customers
+ 4,000 Websites
+ 12,000 Daily visitors
+ 1,000,000
What is Omni Channel?
Di#erent approaches
• Single Channel
• Multi Channel
• Cross Channel
• Omni Channel
Customer
Stores
Catalogues
Advertisement
Call Center
Web
SEM
Mobile
SMS
Social
Kiosks
Retailer sites
It’s all about satisfaction
So why do we even care?
Facts
• Retail business is the same as before – But the channel mix di#ers
• And we spend our money on new markets
The future generations: Y
Source: Retail Institute Scandinavia
• Born 1980 – 2000
• Largest generation world wide
• Huge buying power
• Moves between channels as they like
The future generations: Z
• Born ? – Now
• Highly connected from birth
• Will change the behavior of purchasing
PWC survey with +7000 respondents
Consumers won’t wait until the retailers create an Omni-channel experience for them
– they create it them self…
The brand new world…
• 66% decisions of a purchase involves the Internet
• 71% uses their smartphone in stores
• In 5 years 85% of the world is on 3G – 50% on 4G
Have searched for retailers nearest store
So why do we even care?
• Debenhams estimates the value of an Omni-channel customer 3 times bigger than an online-only customer
So… What to do?
How to get started
Get your basics straight…
1. Who’s in charge
2. Start simple – what’s your touch points
3. Create and prove small projects
Before we start
The simple test
• Does your website re$ect your stores?
• Does your website work on all platforms your customers are at?
Facts
• Global tablet usage in Q1 2013 was up 282% year-on-year
• Mobile used to go online increased 60% over the same period GlobalWebIndex report
• Retail searches on tablets are up 132% BRC Google Online Retail Monitor
What to do?
• Stock in store
What to do?
• Stock in store
• Click and collect
Collect at store
• 80% of UK consumers have used this
• 20% does this at least once a month
What to do?
• Stock in store
• Click and collect
• Store to door
What to do?
• Stock in store
• Click and collect
• Store to door
• Customer service as in store
Facts
• 53% of UK consumers have used this tool
• Schuh experience approx. 80% better conversion with video chat
What to do?
• Stock in store
• Click and collect
• Store to door
• Customer service as in store
• Mobile POS / Kiosks
Nordstrom – Mobile POS
Nordstrom uses mobile POS devices in its stores to enable sta# to check out customers anywhere in its stores, and cut the queues down.
Wallmob
New Balance
The New Balance iPad app is deisgned to helo customers and sales assistants in store, allowing them to access the product catalogue, check stock, and help with sizing issues.
Tesco
Tesco has kiosks in several stores. These allow for stock checking and ordering.
- They also has interactive mirrors which allow users to try clothes on - virtually
Facts on Mobile / Kiosks
• 20% more transactions
• Higher customer satisfaction
• 52% US retailers expect Mobile POS in 2 years
What to do?
• Stock in store
• Click and collect
• Store to door
• Customer service as in store
• Mobile POS / Kiosks
• Interactivity in store
What to do?
• Stock in store
• Click and collect
• Store to door
• Customer service as in store
• Mobile POS / Kiosks
• Interactivity in store
• Use your channels
d
Get out of the box…
Be Non-line
I can’t do all that…
Have you made an agreement with your competitors?
You can’t control the waves, but you can learn to surf!
Jon Kabat Zinn
How to get started
Get your basics straight…
1. Who’s in charge
2. Start simple – what’s your touch points
3. Create and prove small projects
Pick from the list…
• Stock in store
• Collect at store
• Store to door
• Customer service as in store
• Mobile POS / Kiosks
• Interactivity in store
• Interact equally via all channels
Thanks...
Asger Munkholm Højfeldt Product Manager
Twitter.com/AsgerMH
LinkedIN.com/AsgerMH
Blog.AsgerMH.com
+45 6040 3025
We all become one