1st Web Cross Channel Seminar - Fremtidens Forbruger (Asger)

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

amh@dynamicweb.dk

+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

Email

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

amh@dynamicweb.dk

+45 6040 3025

We all become one