As we evolve, our focus on convenience has been at the forefront of technology. The internet has the superpowers of speed, ease, and presence, but as we all know: With great power, comes great responsibility. Originally cast in the role of villain, eCommerce is now the last hope for physical stores. More and more retailers are proving that collaboration has a far greater reach for growth than competition. This talk will cover the most common challenges of online and offline efforts, and what can be done to bridge the gaps for customers, regardless of where, when, or how they shop.
4. Omnichannel shoppers have a ??% higher lifetime
value than those who shop using only one channel.
30% 16%
@RebeccaBrocton // @WeAreJH
5. Omnichannel shoppers have a 30% higher lifetime
value than those who shop using only one channel.
30%
@RebeccaBrocton // @WeAreJH
6. ??% of shoppers use their smartphones as
shopping assistants in stores.
68% 82%
@RebeccaBrocton // @WeAreJH
7. 82% of shoppers use their smartphones as
shopping assistants in stores.
82%
@RebeccaBrocton // @WeAreJH
8. ??% of customers expect consistent interactions
across channels.
70% 90%
@RebeccaBrocton // @WeAreJH
9. 90% of customers expect consistent interactions
across channels.
90%
@RebeccaBrocton // @WeAreJH
10. ??% of retailers agree that an
omnichannel strategy is critical to their success.
87% 92%
@RebeccaBrocton // @WeAreJH
11. 87% of retailers agree that an
omnichannel strategy is critical to their success.
87%
@RebeccaBrocton // @WeAreJH
12. ??% of organisations are running co-ordinated
campaigns across all channels.
14% 22%
@RebeccaBrocton // @WeAreJH
13. 14% of organisations are running co-ordinated
campaigns across all channels.
14%
@RebeccaBrocton // @WeAreJH
14.
15. ecommerce Saves the Millennium
WHY OMNICHANNEL IS RETAIL’S ONLY HOPE
@RebeccaBrocton // @WeAreJH
16. ecommerce Saves the Millennium
WHY OMNICHANNEL IS RETAIL’S ONLY HOPE
• What is omnichannel?
• How to be omnipresent
• What you need to know
@RebeccaBrocton // @WeAreJH
22. @RebeccaBrocton // @WeAreJH
“If I’m on the website, I’m not separated by the
computer… I’m not kept at arms length… I’m
right in there, point for point with the retailer”
- Richard Hammond, Smart Retail
45. @RebeccaBrocton // @WeAreJH
• Find you emotional context
• How do your products improve lives?
• How do you make your customers happy?
• How do you make your customers unhappy?
47. • Map out your most common customer journeys
• Highlight what you do well & potential barriers to customers
• Listen
• Identify one thing that your competitors do well
– Copy
– Improve
– Repeat
@RebeccaBrocton // @WeAreJH
51. @RebeccaBrocton // @WeAreJH
• How is your store different to any other store?
• How to you inspire customers to interact with your products?
• Do you creatively limit choice?
• What is your narrative?
53. @RebeccaBrocton // @WeAreJH
• Where can you be found currently?
• Where can you best serve, advise & sell to customers?
• Forget online vs offline
• Understand how, when & where the customer will engage
• Have a strategy
55. • Ask questions, listen, repeat.
– What is it like working here?
– Why do you like it?
– How to you solve common problems?
– What are the customers like?
• Allow employees to share ideas on improving their own experience
• Be transparent & give them something to be passionate about
@RebeccaBrocton // @WeAreJH