Innovation – Insights – Interaction Robert Hadzetovic, CEO of Thalia Buch & Medien GmbH
Multichannel at Thalia.at
Innovation – Insights – Interaction Robert Hadzetovic, CEO of Thalia Buch & Medien GmbH
• Tasks of the multi-channel department
- Online sales
- Mobile sales
- Digital sales
- Coordination of the individual channels (design, development, management and controlling of multi-channel services)
- Social Media
Innovation – Insights – Interaction Robert Hadzetovic, CEO of Thalia Buch & Medien GmbH
Challenges
CoordinationDifferent systemes
Different requirements for controlling various (inkompatible) measurement options
Complex multi-channel services
Channel conflictGoal conflicts
Intern cannibalisation
Different perceptions
Allocation problemsHow much budget for which channel (for
example marketing budget)
Opportunities
•Synergy effectsConfidence in stationary channel can be used
for online channel
Differenzierung möglich
Cost synergies
Market expansion possible
•Customer loyaltyMulti-channel customers are loyal customers
•Risk minimizationDepending on customer behavior (choice of
the channel) decreases in the overall consideration
•New OpportunitiesOptimal service for customers
Innovation – Insights – Interaction Robert Hadzetovic, CEO of Thalia Buch & Medien GmbH
Multichannel-Services at Thalia.at
Innovation – Insights – Interaction Robert Hadzetovic, CEO of Thalia Buch & Medien GmbH
• Order online – pickup in store
Innovation – Insights – Interaction Robert Hadzetovic, CEO of Thalia Buch & Medien GmbH
• Bonuscard can be used in all channels (+ free shipping for online bonuscard customers)
• Order online, return-in-store-service• International gift card (valid in Germany and Austria, local stores, onlineshop and on the Thalia-
eReader-shop)
Innovation – Insights – Interaction Robert Hadzetovic, CEO of Thalia Buch & Medien GmbH
• Flysheet is also available online (products in flysheet linked to the online shop)
Innovation – Insights – Interaction Robert Hadzetovic, CEO of Thalia Buch & Medien GmbH
Free WLAN in all our local stores
Store locator, store detail pages, booksellers profile pages and event calendar
Innovation – Insights – Interaction Robert Hadzetovic, CEO of Thalia Buch & Medien GmbH
Innovations at Thalia.at
Innovation – Insights – Interaction Robert Hadzetovic, CEO of Thalia Buch & Medien GmbH
• Facebook page with more than 57.500 fans with an integrated facebook shop and store pages
• Central Internet logistics (with thalia-branded packaging)
Innovation – Insights – Interaction Robert Hadzetovic, CEO of Thalia Buch & Medien GmbH
• eReading-App for Android, Mobile App (Android and iPhone)
Innovation – Insights – Interaction Robert Hadzetovic, CEO of Thalia Buch & Medien GmbH
• eReaders with integrated eBook-Shop
Innovation – Insights – Interaction Robert Hadzetovic, CEO of Thalia Buch & Medien GmbH
• Twitterwalls in our biggest Thalia stores
Innovation – Insights – Interaction Robert Hadzetovic, CEO of Thalia Buch & Medien GmbH
• Large-scaled QR poster
Innovation – Insights – Interaction Robert Hadzetovic, CEO of Thalia Buch & Medien GmbH
Thank you for your attention!