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6 Steps to Creating Seamless
Circular Commerce
Measures Marketing, Process and Technology Spend By Lasting Customer Engagement
New Business Model Replaces Omnichannel
The O Alliance is a new consulting model that leverages a network of transformational practitioners
with expertise in all of the critical areas that will unlock value and empower a retailer ―
digital/technology, operations, change management, marketing and talent. Designed to align a
retailer’s organizational practices with today’s digitally savvy consumer, The O Alliance’s holistic
approach delivers customer focused strategy and solution driven execution that creates a circular
shopping ecosystem.
For more information visit www.theoallianceconsulting.com
About The O Alliance
P. 01The O Alliance: 6 Steps to Creating Seamless Circular Commerce
Omnichannel businesses cannot address the new reality of consumer expectations.
A new organizational model allows brands and retailers to:
• Shift from channels to customer-centricity;
• Speed technology integration; and
• Measure the enabling technologies’ impact on customer relationships.
Consider the recent organizational changes announced at GAP, J.C. Penney, Macy’s, Nordstrom and
other proactive retailers: The common theme is achieving customer-centricity by merging offline to
online and vice versa - not maintaining channels.
This white paper describes how to make the necessary transformation to customer-centric Seamless
Circular Commerce ― and why. Its premise will disrupt most retail organizations. That’s the good news!
Disruption without chaos is necessary to win loyalty from today’s mobile-equipped and channel-
agnostic consumer. The only bad news, regrettably, unfolds for companies resistant to change.
As board members, C-level management, investors and consultants, we must boldly move the retail
industry from old to new, from channel to customer, from transaction to relationship, and from uncer-
tainty to steady prot.
INTRODUCTION: Recent Structural Changes Make The Case for
Online/Offline Integration
The O Alliance: 6 Steps to Creating Seamless Circular CommerceP. 02
Proactive retailers are dominating news headlines with unique structural changes that
integrate online into their physical stores, and vice versa ― all in pursuit of replacing
channels with customer-centricity.
As of mid-October 2014, these retailers announced their seismic shifts from channels
to a customer focus:
• Apple ― Angela Ahrendts, formerly CEO of Burberry, joined Apple in the newly created position of
SVP of retail and online stores. Her plans are to “further enrich the consumer experience on and
offline,” Ahrendts said in an Apple press release1
, and contribute to Apple’s leadership “in changing the
world.” A leadership title that specifically combines offline and online is new to the retail industry.
• Gap ― Art Peck, current President of Growth, Innovation and Digital at Gap, will replace Glenn
Murphy as CEO, effective February 1, 2015. “With consumer expectations rapidly evolving,” said Murphy
in a company statement2
, Peck can “ensure a compelling experience for our customers across both our
physical and digital channels.” The statement also described Peck as a leader who “understands how
retail is changing today.”
• J.C. Penney ― Marvin Ellison, currently EVP of Stores for Home Depot, will become President and
CEO of J.C. Penney, “to lead the next stage of [the company’s] growth,” the company announced3
. The
untraditional shift of a stores specialist to the top position of CEO reflects the importance of guiding
in-store consumer purchases in new, digital ways.
• Macy’s ― This retail giant is initiating new in-store technologies specifically for e-commerce shop-
pers. The company’s goal is to “help our customers shop whenever, wherever and however they prefer,
and to use the entire inventory of the company to satisfy demand,” said Terry J. Lundgren, Macy’s, Inc.
chairman and chief executive officer, in a press statement4
. “We are a multi-faceted retailer with stores,
technology, Internet capability and mobile access that come together for our customers. [Customers]
are at the center of all our decisions, and our ongoing research and development will continue to help
us understand how to personally engage with them.”
• Nordstrom ― Nordstom’s stores and online leaders have switched roles, in a move to “further
strengthen the company's core commitment to improving the customer experience,” according to a
company press release5
. Jamie Nordstrom, formerly President―Nordstrom Direct, became
President―Stores. Erik Nordstrom, formerly President―Stores, moved to President―Nordstrom
Direct. "Customers view us as one Nordstrom ― our challenge is to act like one Nordstrom," said Erik
Nordstrom. "As we work to further leverage our capabilities across Nordstrom stores and
Nordstrom.com in what today is a growing $10 billion regular price business, we believe this move will
help us meet that goal."
Recent Structural Changes Make The Case for Online/Offline Integration
According to a Retail TouchPoints October 2014 survey report6
, titled: “Changing Roles in Retail”, 61%
of retail organizations recently have added or changed C-level roles and/or functions. Another 8% are
planning similar changes. The most-tapped new retail title is Chief Customer Officer, chosen by 14% of
responding retailers. In addition, 11% are implementing titles featuring the terms Strategy, Transforma-
tion and Innovation.
While top-level leadership adjustments are a step forward, these organizational changes are just the
start. If real customer-centricity and its enabling technologies are to make a lasting impact, a complete
transformation from channels to customers must pervade the entire organization.
P. 03
But to fulll these expectations, companies must move from a channel-focused to customer-focused
organizational model: They must eliminate the channel and data siloes initially built to address multi-
channel expectations - but which today prevent true customer-centricity.
Following is an overview of where retailing veered off track, and a brief look at the unique, new ROI
engine powering the industry forward.
The Omnichannel Mismark…
Hundreds of providers promise to merge channels and personalize experiences. And some can! But at
closer look, most processes and technologies deliver only point-to-point solutions that ultimately keep
the channel approach alive. “Omnichannel” (a term that still implies “channels”) in reality blends singu-
lar, linear strategies: Its focus on individual channels and business lines ― such as e-commerce, store
operations, marketing, logistics, inventory management ― can’t possibly address the new paradigm of
circular, customer-centric commerce. Omnichannel can’t revolve around customer activities and experi-
ences. The approach is obsolete. Remarkably, rather than pursue long-lasting, circular customer
engagement, most retailers continue to invest in linear omnichannel strategies.
New Business Model Replaces Omnichannel
Much of the industry continues to talk about omnichannel customers, sharing
inventory, winning loyalty and driving ROI. Consumers expect retailers to:
• Personalize;
• Deliver full experiences on mobile;
• Combine online and offline experiences;
• Delight and awe in stores;
• Seamlessly integrate all data; and
• Be channel-agnostic; since customers see brands and experiences, not channels.
In essence, an entirely new business model is required for seamless customer-centered retailing and the
online/offline integration that allows it.
The O Alliance: 6 Steps to Creating Seamless Circular Commerce
…Built On Outdated P&L Principles
Retailers stray even further from customer-centricity by building these point-to-point solutions onto
retailing’s traditional but outdated departmental Profit & Loss model ― one focused on linear business
sectors, not holistic results or customer behavior. This now, ineffective pyramid structure encourages
channel competition and further separates lines of business. Internally competitive P&L principles
provide little incentive for business groups to share valuable customer information or internal
resources. As such, they sub-optimize the key interactions required for the renewable customer
relationships now mandatory in today’s game-changing mobile environment.
In fact, in most organizations, “the structure, hierarchy and culture are obstacles to improving the
customer experience,” according to a May 2014 story in Forbes7
. In the article, Josh Linkner, CEO of
Detroit Venture Partners, elaborated: “Organizations need to reevaluate the organizational structure.
Who’s the king? Is it the hierarchy? The bureaucracy? The shareholders? Or is the customer the king?”
The article also stated that “business leaders must dig into the fabric of their organizations, revamping
structures, processes, systems and mindsets to create a consistent customer experience. This takes
more than writing a new mission statement.”
New Seamless Circular Commerce ROI Engine
Far beyond a simple mission statement, a novel, atypically flat and transformational business model―
Seamless Circular Commerce - has replaced omnichannel retail and its obstructive managerial struc-
ture. This clever new Seamless Circular Commerce ROI engine pivots on the customer by anchoring
consumer activities and experiences to the heart of commerce creation. Digital, social, mobile, store,
inventory, logistics, training and all other organizational activities that impact customer experience
become spokes in a commerce wheel that rotate around the customer core. Technology and data
encircle the entire customer ecosystem, providing a more effective customer-centered organizational
structure. Inside the new circular organization design, divergent teams with differing skills and work
styles willingly align to address changing consumer patterns.
This new "O to O" structural revision ― the merging of online and offline to circle the customer core ―
nally allows consumers, not channels, to drive the retail organization. As a result, with Seamless Circu-
lar Commerce, the smartest retailers can measure marketing, process and technology spend in terms
of lasting customer engagement and spending patterns, not departmental accountability.
The graphic facing helps illustrate the new Seamless Circular Commerce business model.
The O Alliance: 6 Steps to Creating Seamless Circular CommerceP. 04
When consumers can easily move to their brand engagement and commerce delivery points of prefer-
ence, companies can continually foster the long-lasting customer relationships that maximize total ROI.
Essentially, the only way for brands and retailers to survive in today’s customer-driven retail paradigm
is to transcend:
1) from a linear omnichannel approach to circular customer-driven ecosystem that maximizes total
enterprise value; and
2) from an outdated line-of-business P&L to a new view of holistic company results.
Let’s take a closer look at why moving to this new paradigm is essential for brand and retailing success.
Factors Dictating The Seismic Shift
Several industry developments have changed retailing as we’ve known it. Together they confirm that
the seismic shift to customer-centric Seamless Circular Commerce is not only sensible, but necessary
for survival.
P. 05The O Alliance: 6 Steps to Creating Seamless Circular Commerce
Omnichannel’s Silos and Disparate Technologies
Linear data silos and disparate technologies can’t circulate key customer data to and from each busi-
ness sector. The incompetence of omnichannel to operate with customers at the retail core, exacer-
bated by the escalation in mobile, has made this “many channel,” point-to-point approach to retailing
obsolete.
“Retailers attempted to adopt an omnichannel approach, integrating channels and the customer experience, but from a
standpoint of still operating in separate silos and utilizing disparate technologies across channels,” stated Brian Brunk, a
principal at Boston Retail Partners, in a June 2014 blog8
. A more intelligent and modernized business model, one that
pivots on the customer and unies commerce around the customer, helps make the seismic shift to truly customer-centric
retailing. This unified approach “differs from its strategic predecessors” by “putting customer experience first, breaking
down the walls between internal channel silos and leveraging a single commerce platform.”
Many retailers have embraced the imperative for change but “have struggled with the integration of
existing channels, disparate technologies and siloed processes,” said Brunk. “More so than ever, the
customer is in the driver’s seat, and smart retailers are adopting a unified commerce approach to win
and meet the expectations of today’s and tomorrow’s customer.”
Change is underway: According to a 2014 report from BRP9
, 54% of retailers are planning a unied com-
merce model, 39% are implementing supply chain solutions to support it, and 7% have no current plans
to change, as shown in this BRP graphic:
The O Alliance: 6 Steps to Creating Seamless Circular CommerceP. 06
Some retailers, including Nordstrom, are far along in the
unication process. Nordstrom is focused on blending its
store and Nordstrom.com experiences; has combined both
merchandising teams; serves customers across social media
and apps; and uses popular Pinterest items as display
promotions in selected stores ― all in support of serving
customers the way they want to shop.
“Customers don't value channels, they value experiences,
and our entire team is focused on creating innovative and relevant customer
experiences,"
Jamie Nordstrom, President - Stores5
FORBES:
A Truly Customer-Centric Model, Not Pieces
Of Software, Is “The New Imperative”
The new reality of great, competitive customer
experiences presents “both enormous opportu-
nity and incredible challenges,” according to a
2014 Forbes Insight report, titled: “Customers
for Life: Technology Strategies for Attracting
and Keeping Customers10
.” However, “the
practical considerations and challenges of
transitioning toward a focus on customer
experience often get swept aside by vendors’
intent on selling another piece of software,
leaving businesses with patchwork systems and
silos of knowledge and data,” the report stated.
“As a result, [companies] are unable to realize
the full benefits of a truly customer-centric
model. This is the new imperative. Every
organization must think now about how it will
meet its own customers’ expectations for
personalized experiences over the coming
years.”
By 2020, “customer experience is expected to
surpass product and pricing as the key business
differentiator”, the Forbes report emphasized.
Therefore, “it’s critical that companies orient
themselves now towards creating and keeping
customers for life if they expect to remain
competitive.”
P. 07The O Alliance: 6 Steps to Creating Seamless Circular Commerce
Outmoded Prot And Loss Models
Many companies cling to their outdated, pyramid-like P&L models, which ultimately cause internal com-
petition and sub-optimize the activities required for circular, renewable customer relationships.
“An important cause of the slower-than-expected adoption of new mobile, cloud and smart computing
technologies lies in the nancial models for calculating [ROI] for these tech purchases, which are stuck
using old paradigms of measuring benets in terms of headcount and similar operating cost savings as
a result of automation,” blogged Andrew Bartel11
, a VP and principal analyst at Forrester Research.
“These models for projecting the potential business value of a new technology investment worked
reasonably well for the past 70 years,” when new technologies focused on “process automation,” said
Bartel, and “the benefits were mostly in allowing more work to be done faster and with fewer people.” In
today’s customer-centric environment, the main benefit of new technologies is “increasing the likelihood
of good decisions.”
But for many of today’s mobile and smart computing technologies, “especially…the new smart comput-
ing technologies of enhanced awareness, analysis and collaboration,” wrote Bartel, “the primary busi-
ness benefit is not doing more work with fewer people. Instead, the main benefit…is reducing the prob-
ability of bad business outcomes, and increasing the probability of good business outcomes. If a rm
tries to measure benefits in terms of headcount or operational cost savings, it won’t find them ― and as
The O Alliance: 6 Steps to Creating Seamless Circular CommerceP. 08
Under-Investment In Physical Stores
For decades retailers have under-invested in their physical stores; store associate selection; quality;
and training. This has resulted in poor in-store service and low standards ― all being exposed by
today’s slick, new digital stores and mobile platforms. Retailers try to reverse weakening store traffic
with programs like "buy online, pick up in store," digital coupons and beacons. But consumers already
have been forced online for efficiency.
Yesterday’s stores are not built around today’s
escalating consumer expectations, and already
are seriously vulnerable to more agile and
customer-focused organizations such as Amazon.
Besides, there’s never a line when you check out
with an e-tailer.
In fact, according to ShopperTrak, the 2013
holiday season saw half the mall traffic compared
to 2011, as shown here:
Meanwhile, U.S. e-commerce sales continue to boom, from $225.3 billion in 2012 to an estimated
$491.5 billion by 2018, according to eMarketer12
.
a result won’t make the investment. For CEOs who are worried about uncertain economic growth and/or
focused on meeting quarterly earnings-per-share expectations, lack of traditional “hard” economic
benefits provides a good excuse to delay or minimize investments in these new technologies.”
2013 half the store trac of 2011
P. 09The O Alliance: 6 Steps to Creating Seamless Circular Commerce
Declining store traffic will remain an issue until retailers give
customers a reason to visit for an experience they cannot
get via online or mobile. Retailers expecting great store
results without investing in the store experience ― and
making the organizational change required to align technol-
ogy providers, platforms and data with existing organiza-
tional roles and functions ― are at best hopeful thinkers.
Vulnerability Of Both Physical and Online Stores
Neither the physical shop nor online store can be a place of
simply transaction and conversion. The store must be a
theater with human engagement and service. It must live up
to the connected, highly visual, rich content social communi-
ties available on-line. (See sidebar: Ralph Lauren’s Mansion)
Equally so, though the digital space is highly efficient, its
content is so cluttered that contact strategies are expensive
and new platforms constantly evolve to streamline the
customer experience. Loyalty is difficult to engender. And
traffic, while high, converts at very low levels. Impulse sales
are lower than in physical stores, and the advice of a
respected associate is non-existent. Digital customer
reviews are useful, but are no replacement for well-informed
store associate offering one-on-one service.
The two universes ― physical and online ― must converge
while maintaining their own unique attributes, and learn from
each other to excite customers. Retailers that put channel
competition aside can create the great synergies that will
add to both customer experiences and prot.
RALPH LAUREN’S MANSION:
More of a Gentlemen’s Club
Than Retail Store
"In 2008, it wasn't clear whether we were going
to make it," Gary Friedman, CEO of Restoration
Hardware, told the Wall Street Journal14
. But an
“artisanal rebranding” to a luxury home
furnishings company took this typical mall
retailer from uncertainty to net revenues of
approximately $1.86 billion forecasted for
FY2014, according to the company’s 2Q2014
financial results15
.
Restoration Hardware was taken private in 2007
by Catterton Partners and Bain Capital Partners
(two private equity firms to which The O
Alliance members have served as advisors). The
struggling hardware operation underwent a
reinvention process that included: closing of
mediocre shops; investment in flagship retail
stores; embracing "show rooming;" developing
the store experience; integrating channel
technologies; training of sales associates
utilizing in-store tablets, thus linking people to
technology; seamless utilization of inventory
and ordering processes; digital and catalog
marketing; and more. The company returned to
the public market in 2012.
No longer a typical mall retailer, the new
Restoration Hardware stores give consumers a
great reason to visit: An electrifying shopping
atmosphere. For example, in 2013, the
company reclaimed and reimagined the
RESTORATION HARDWARE
ELECTRIFIED
Declining store traffic will remain an issue until retailers give
customers a reason to visit for an experience they cannot get
online or via mobile. Retailers expecting great store results
without investing in the store experience - and making the
organizational change required to align technology providers,
platforms and data with existing organizational roles and
functions - are at best hopeful thinkers.
The two universes - physical and online - must converge while
maintaining their own unique attributes, and learn from each
other to excite customers. Retailers that put channel competition
aside can create the great synergies that will add to both
customer experiences and prot.
Ralph Lauren’s luxurious 4-floor,
27,000-square-foot store ― formerly The
Rhinelander Mansion ― treats New York City
shoppers to the iconic menswear brand in a
unique atmosphere of grandiose visuals.
Turkish marble, golden lattice, a mahogany
staircase, thick carpeting, oil portraits of stately
gentlemen, beveled mirrors, crystal chandeliers,
wall papered dressing rooms, leather club chairs
and a pool table. Reported GQ13
, “It all
somehow feels less like a retail environment
than a regal, tobacco-stained English
gentlemen's club.”
The O Alliance: 6 Steps to Creating Seamless Circular CommerceP. 10
Mobile Has Propelled Customer Expectations
Today’s retail organizations are under siege from an increas-
ingly digitally-savvy consumer. Consumer access to technol-
ogy and mobile devices has escalated retailers’ already steep
e-commerce learning curve.
Mobile-equipped consumers especially are empowered with
knowledge that quickly exposes misalignment and organiza-
tional dysfunction. A lack of full organizational integration will
cost companies in sales, reputation and customer loyalty.
The increase in mobile purchasing presents a continued chal-
lenge: According to eMarketer17
, U.S. sales via mobile are
expected to soar from $57.79 billion in 2014 to $132.69 billion
by 2018:
Consumers Expect A Social Media Connection
Social media is changing every aspect of the retail organization by providing direct retailer/consumer connec-
tions. New social platforms such as Bubblews, Houzz, Kik and We Heart It have closed the loop between retailers
and consumers, providing a goldmine of consumer input about shopping experiences, opinions, preferences and
more. Consumers expect their favorite retailers to embrace social media: “Disconnected” companies ―those not
leveraging the data and relationships these digital tools generate― will find their classic marketing,
40,000-square-foot former Museum of Natural
History, built in 1862 in Boston, to serve as a
Retail Gallery.
Similarly, the company restored the Historic
Post Office in Greenwich, Conn. In 2015,
Restoration Hardware will bring the Historic
Three Arts Club in Chicago back to life: “We
will stay true to [our] heritage as we unveil our
new home with an RH Contemporary Art
Gallery, Culinary Arts & Wine experience as
well as restore the original stage so we can hold
live acoustical music performances featuring
emerging artists,” stated Friedman in a letter
posted on the company website16
.
Today the luxury home furnishings brand
operates 68 upscale retail Galleries throughout
the U.S. and Canada, while its Source Books
and websites serve as virtual extensions and
compelling tours of the brand.
RESTORATION HARDWARE
P. 11The O Alliance: 6 Steps to Creating Seamless Circular Commerce
New Challenges and Solutions Complicate Retailer Response
Continued industry changes, challenges and new solutions further drive the necessary move from tradi-
tional linear approaches to a more effective, atypical business model. Retailers are inundated with
providers offering the “best” alternatives for various channel needs. How can these initiatives blend
with already deep investments in retail technologies? To create truly Seamless Circular Commerce,
what’s the best way to sift through, choose and synchronize new technology initiatives? Which vendors
and advisors will make the best team members for moving the needle on customer-centric commerce?
By partnering with The O Alliance, retailer response to ongoing industry challenges is decisive and
intelligent.
The O Alliance: A Network of Problem Solvers
The O Alliance is a unique “hands-on” consulting and membership network of expert retail and digital
problem solvers dedicated to helping companies develop Seamless Circular Commerce. We partner
with brands, retailers, marketers and related businesses that operate in the retail, e-commerce and
consumer goods sectors. Working directly with senior-level executives, and advising board members
and investors seeking to transform their organizations, The O Alliance network has proven its expertise
in creating the essential new Seamless Circular Commerce business paradigm.
A transformational retail consultancy founded by Andrea Weiss - a pioneer in seamless customer exper-
iences ―The O Alliance is an advisor to the Board of Directors, a partner with the C-suite, an agent of
change, and a hands-on implementation team for today’s forward-thinking brands and retailers.
The O Alliance first evaluates each client’s existing platforms, then leverages a network of transforma-
tional experts to fulll individual needs. Our practitioners, affiliates, members and advisors are vetted,
best-in-class leaders in all the critical disciplines required to unlock value and empower retailers to
master today’s changing marketplace. We walk our clients through every new challenge. Our discern-
ing expertise in how the appropriate technologies can unite ―those new and in place― creates truly
circular customer engagement and commerce that maximizes growth for the long haul.
We have the experience and depth to analyze existing situations, visualize new methods, manage
change, eliminate sub-optimization and execute value-creating strategies. The “O” we apply to our
brand stands for the circular commerce approach we champion as the replacement for outdated linear
processes and failing customer strategies. Our thought leadership and ability to unravel customer-
driven retail issues distinguishes us as trend-setters in navigating retail’s seismic shifts.
The O Alliance is an advisor to the Board of Directors, a partner with the C-suite, an agent of change,
and a hands-on implementation team for today’s forward-thinking brands and retailers.
information technology, e-commerce, operations and stores organizations unprepared to address the
very consumer they are targeting.
The O Alliance: 6 Steps to Creating Seamless Circular CommerceP. 12
Our team structure includes:
• Practitioners ― with an expertise in the critical areas that empower growth. Hands-on practitioners
help execute initial business assessments, then assist in creating transformational solutions to the
opportunities identied.
• Affiliates ― a growing network of best-in-class technology and service providers that craft the
required business solutions. Though fully versed in most technology solutions, The O Alliance remains
technology platform agnostic. We match our clients’ needs with the correct solution, working to lever-
age clients’ current technology investments, maximize investments in smart technologies and advise on
new services and systems.
• Members ― a vetted group of consulting companies with a range of skills required to manage
talent, organizational change and productivity enhancement. Members actively engage with each
client to assure business success.
The O Alliance network of talented industry experts skillfully tailors our proprietary process ― “The O
MethodTM
”― to assist organizations in executing a seamless customer experience. Following is a recap
of “The O MethodTM
,” a six-step process that replaces omnichannel to create truly customer-centric
commerce.
The 6 Steps To Achieving Seamless Circular Commerce
Based on The O Alliance’s proprietary process - “The O MethodTM
” - here are the six
smart steps to achieving Seamless Circular Commerce.
1. Analyze Customer Interactions and Opportunities. The O Alliance performs a holistic 3D diag-
nostic that reveals a series of risks and growth opportunities across the organization and at each
customer touch point. We take a broad look with a clean slate at the complete organization to identify
strengths as well as disconnection points. After a series of executive interviews, site visits, store inspec-
tions, customer intercepts, data reviews, channel analyses and more, we come back with recommenda-
tions for unraveling ROI.
2. Assess Your Organizational Readiness. Our hands-on assessment technique provides a clear
vision of your organizational capabilities, including:
Technology Platforms. Are your current technology investments capable of transforming to a circular
approach to customer-driven commerce? We help you to combine platforms to create the technology
approach that enables great customer experiences. We also can advise on the newest tools to engage fully
with social media, digital content, training, marketing and other technologies which ensure customer centricity.
Talent and Leadership. The O Alliance’s readiness assessment helps define the executive skills required for
success in today’s rapidly changing retail environment. We examine your talent from senior management to
those directly interfacing with the consumer; and from marketing and data analytics to the call center and
stores, and everywhere else, to align leadership talents and unlock prots.
P. 13The O Alliance: 6 Steps to Creating Seamless Circular Commerce
Internal Process. All internal processes must circle around the customer to sustain the innovation, adaptation
and collaboration required to meet the demands of technology savvy consumers. The O Alliance helps you
grow and transform these processes. We ll the gaps preventing the seamless customer experience while
assisting with organizational change management. The result is sustainable, innovative cultures where creativ-
ity is the norm and commercial success is the outcome.
Data. Our assessment of organizational readiness begins with data flow, identifies breaks in the
customer/brand experiences then quantifies any “value leakage,” specifically where unshared data is causing
inconsistent customer experiences. As your data siloes disappear and cross-functionality grows, we guide you
in deriving maximum value from new and existing data resources.
3. Identify Opportunities For Greatest Immediate Payback. “The O MethodTM
” typically reveals
many areas of potential for unlocking value. Some retailers already do well in several areas, but have
low-hanging fruit ripe with opportunity to change and grow. For each client, we prioritize the top ve
opportunities that will add the greatest immediate payback in the shift to circular commerce. For exam-
ple, perhaps the greatest value creation is driving web traffic to stores for a more dynamic retail ecosys-
tem. Maybe social media feedback needs to funnel quickly and more openly to other spokes in the
customer-driven wheel. We identify the most valuable opportunities, then help you seize them.
4. Align team goals. When organizations do not see a holistic view of customer-centered commerce,
a crucial disconnect in corporate goals occurs. In many cases, workers inadvertently are incentivized
not to see this holistic view, due to linear compensation structures and training focused on one channel
or line of business. The O Alliance’s Seamless Circular Commerce model helps eliminate this sub-
optimization by aligning all team members with one common goal: Anchoring customers to the heart of
commerce creation and driving them to their commerce "delivery points" of preference.
The key to retailing today “is ensuring that everyone at the organization has the same vision and can
execute it flawlessly,” asserted Emily Culp, SVP in charge of e-commerce, marketing and retail for
Rebecca Minkoff, at Shop.org Summit 210419
. “That means removing cross-functional friction. One way
to do that is by motivating your employees to help a customer, even if it means sending them to another
[touch point] to make the purchase.”
5. Leverage Hands-on Expertise From Various Retail Disciplines. Based on your specic needs,
we tailor and coordinate a team of world class partners that works side-by-side with your internal man-
agement to create lasting solutions. Whether your needs entail brand development, change manage-
ment, visual content design, e-commerce consulting or other retail disciplines, hands-on expertise from
The O Alliance network facilitates the best business solutions.
6. Deliver Responsive, Circular Connectivity And Cross-Functionality. “The O MethodTM” drives
performance, delivers growth and unlocks value that can be measured. Our results-oriented solution
creates a seamless shopping ecosystem and provides the most innovative and responsive outcomes.
Our approach to Seamless Circular Commerce is agile, adaptive and hands-on, and makes lasting,
positive changes to the bottom line.
“The O MethodTM” drives performance, delivers growth and unlocks value that can be measured. Our
results-oriented solution creates a seamless shopping ecosystem and provides the most innovative and
responsive outcomes. Our approach to Seamless Circular Commerce is agile, adaptive and hands-on,
and makes lasting, positive changes to the bottom line.
The O Alliance: 6 Steps to Creating Seamless Circular CommerceP. 14
Are You Ready To Unlock ROI?
Do you want to move from old to new, from channels to
customer, from transaction to relationship? Start unlocking
ROI by replacing “omnichannel” with Seamless Circular
Commerce. Invest in the future by anchoring consumer
activities and experiences to the heart of your commerce
creation. Then start measuring your marketing, process and
technology spend in terms of lasting customer engagement,
not departmental accountability.
According to Accenture’s Retail Technology
Vision 2012, the future will be characterized
by:
• A truly seamless set of systems;
• Continual adaptation;
• Digital experiences supported by analytics and
scalable IT; and
• In-store experiences integrated with digital
channels.
The O Alliance steers you through this disruptive seismic shift ― without chaos ― and
stands by as you compete more profitably in today’s new retail paradigm. We serve as:
• Advisors to the Board of Directors;
• Partners with the C-suite;
• Agents of change; and
• Hands-on implementation teammates that help execute the fine points of Seamless
Circular Commerce.
For more information, please contact us at:
The O Alliance
16 W. 23rd Street
New York, NY 10010
352-233-4454
Info@theoallianceconsulting.com
Footnotes:
1 Apple Press Release:
http://www.apple.com/pr/library/2013/10/15Angela-Ahrendt
s-to-Join-Apple-as-Senior-Vice-President-of-Retail-and-Onli
ne-Stores.html
2 Gap Inc. Press Release:
http://www.gapinc.com/content/gapinc/html/media/pressre
lease/2014/med_pr_gapincs_glenn_murphy_pass_reins_a
rt_peck.html
3 J.C. Penney Press Release:
http://ir.jcpenney.com/phoenix.zhtml?c=70528&p=irol-new
sCompanyArticle&ID=1976923
4 Macy’s Inc. Press Release:
http://phx.corporate-ir.net/phoenix.zhtml?c=84477&p=irol-n
ewsArticle&cat=news&id=1967864
5 Nordstrom Press Release:
http://press.nordstrom.com/phoenix.zhtml?c=211996&p=irol
-newsArticle&ID=1932863&highlight=
6 Retail TouchPoints Special Report:
http://www.retailtouchpoints.com/features/special-reports/
new-retail-roles-focus-on-innovation-transformation
7 Forbes.com, SAP Byline:
http://www.forbes.com/sites/sap/2014/05/06/ve-steps-to-
walking-the-customer-experience-talk/
8 Boston Retail Partners, Blog:
http://bostonretailpartners.com/blog/2014/06/unied-com
merce-the-catalyst-to-move-beyond-channels/
9 Boston Retail Partners, Benchmark Survey:
http://bostonretailpartners.com/resources/2014-supply-chai
n-benchmark-survey/
10 Forbes Insights, Forbes.com:
http://www.forbes.com/forbesinsights/sitecore/index.html
11 Forrester Research, Blog:
http://blogs.forrester.com/andrew_bartels/13-10-31-old_roi_m
ethods_are_holding_back_the_adoption_of_new_technolo
gy
12 eMarketer Article:
http://www.emarketer.com/Article/Total-US-Retail-Sales-Top-
3645-Trillion-2013-Outpace-GDP-Growth/1010756
13 GQ Article:
http://www.gq.com/style/wear-it-now/201009/ralph-lauren-ne
w-store-new-york#intro
14 Wall Street Journal Article:
http://online.wsj.com/news/articles/SB100014240527487044
36004576300181946707482
15 Restoration Hardware Press Release:
http://ir.restorationhardware.com/phoenix.zhtml?c=79100&p=
irol-newsArticle&ID=1965881
16 Restoration Hardware, Letter From Gary Friedman:
http://www.restorationhardware.com/content/page.jsp?id=ga
ry-2014-spring&link=CarpeDiem-ALetterfromGaryFriedmanC
hairmanAndCEO
17 eMarketer Article:
http://www.emarketer.com/Article/Total-US-Retail-Sales-Top-
3645-Trillion-2013-Outpace-GDP-Growth/1010756
18 The O Alliance:
http://theoallianceconsulting.com/
19 NRF News:
https://nrf.com/news/three-retailers-know-digital-and-stores-
need-each-other
20 Accenture Research Report:
http://www.accenture.com/SiteCollectionDocuments/PDF/Ac
centure-Retail-Technology-Vision-2014.pdf
www.theoallianceconsulting.com
Š 2014 The O Alliance Consulting, LLC
Other companies, products and service names may be trademarks or service marks of others.
Creating Circular Commerce

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The O Alliance White Paper 1

  • 1. 6 Steps to Creating Seamless Circular Commerce Measures Marketing, Process and Technology Spend By Lasting Customer Engagement New Business Model Replaces Omnichannel
  • 2. The O Alliance is a new consulting model that leverages a network of transformational practitioners with expertise in all of the critical areas that will unlock value and empower a retailer ― digital/technology, operations, change management, marketing and talent. Designed to align a retailer’s organizational practices with today’s digitally savvy consumer, The O Alliance’s holistic approach delivers customer focused strategy and solution driven execution that creates a circular shopping ecosystem. For more information visit www.theoallianceconsulting.com About The O Alliance
  • 3. P. 01The O Alliance: 6 Steps to Creating Seamless Circular Commerce Omnichannel businesses cannot address the new reality of consumer expectations. A new organizational model allows brands and retailers to: • Shift from channels to customer-centricity; • Speed technology integration; and • Measure the enabling technologies’ impact on customer relationships. Consider the recent organizational changes announced at GAP, J.C. Penney, Macy’s, Nordstrom and other proactive retailers: The common theme is achieving customer-centricity by merging offline to online and vice versa - not maintaining channels. This white paper describes how to make the necessary transformation to customer-centric Seamless Circular Commerce ― and why. Its premise will disrupt most retail organizations. That’s the good news! Disruption without chaos is necessary to win loyalty from today’s mobile-equipped and channel- agnostic consumer. The only bad news, regrettably, unfolds for companies resistant to change. As board members, C-level management, investors and consultants, we must boldly move the retail industry from old to new, from channel to customer, from transaction to relationship, and from uncer- tainty to steady prot. INTRODUCTION: Recent Structural Changes Make The Case for Online/Offline Integration
  • 4. The O Alliance: 6 Steps to Creating Seamless Circular CommerceP. 02 Proactive retailers are dominating news headlines with unique structural changes that integrate online into their physical stores, and vice versa ― all in pursuit of replacing channels with customer-centricity. As of mid-October 2014, these retailers announced their seismic shifts from channels to a customer focus: • Apple ― Angela Ahrendts, formerly CEO of Burberry, joined Apple in the newly created position of SVP of retail and online stores. Her plans are to “further enrich the consumer experience on and offline,” Ahrendts said in an Apple press release1 , and contribute to Apple’s leadership “in changing the world.” A leadership title that specically combines offline and online is new to the retail industry. • Gap ― Art Peck, current President of Growth, Innovation and Digital at Gap, will replace Glenn Murphy as CEO, effective February 1, 2015. “With consumer expectations rapidly evolving,” said Murphy in a company statement2 , Peck can “ensure a compelling experience for our customers across both our physical and digital channels.” The statement also described Peck as a leader who “understands how retail is changing today.” • J.C. Penney ― Marvin Ellison, currently EVP of Stores for Home Depot, will become President and CEO of J.C. Penney, “to lead the next stage of [the company’s] growth,” the company announced3 . The untraditional shift of a stores specialist to the top position of CEO reflects the importance of guiding in-store consumer purchases in new, digital ways. • Macy’s ― This retail giant is initiating new in-store technologies specically for e-commerce shop- pers. The company’s goal is to “help our customers shop whenever, wherever and however they prefer, and to use the entire inventory of the company to satisfy demand,” said Terry J. Lundgren, Macy’s, Inc. chairman and chief executive officer, in a press statement4 . “We are a multi-faceted retailer with stores, technology, Internet capability and mobile access that come together for our customers. [Customers] are at the center of all our decisions, and our ongoing research and development will continue to help us understand how to personally engage with them.” • Nordstrom ― Nordstom’s stores and online leaders have switched roles, in a move to “further strengthen the company's core commitment to improving the customer experience,” according to a company press release5 . Jamie Nordstrom, formerly President―Nordstrom Direct, became President―Stores. Erik Nordstrom, formerly President―Stores, moved to President―Nordstrom Direct. "Customers view us as one Nordstrom ― our challenge is to act like one Nordstrom," said Erik Nordstrom. "As we work to further leverage our capabilities across Nordstrom stores and Nordstrom.com in what today is a growing $10 billion regular price business, we believe this move will help us meet that goal." Recent Structural Changes Make The Case for Online/Offline Integration
  • 5. According to a Retail TouchPoints October 2014 survey report6 , titled: “Changing Roles in Retail”, 61% of retail organizations recently have added or changed C-level roles and/or functions. Another 8% are planning similar changes. The most-tapped new retail title is Chief Customer Officer, chosen by 14% of responding retailers. In addition, 11% are implementing titles featuring the terms Strategy, Transforma- tion and Innovation. While top-level leadership adjustments are a step forward, these organizational changes are just the start. If real customer-centricity and its enabling technologies are to make a lasting impact, a complete transformation from channels to customers must pervade the entire organization. P. 03 But to fulll these expectations, companies must move from a channel-focused to customer-focused organizational model: They must eliminate the channel and data siloes initially built to address multi- channel expectations - but which today prevent true customer-centricity. Following is an overview of where retailing veered off track, and a brief look at the unique, new ROI engine powering the industry forward. The Omnichannel Mismark… Hundreds of providers promise to merge channels and personalize experiences. And some can! But at closer look, most processes and technologies deliver only point-to-point solutions that ultimately keep the channel approach alive. “Omnichannel” (a term that still implies “channels”) in reality blends singu- lar, linear strategies: Its focus on individual channels and business lines ― such as e-commerce, store operations, marketing, logistics, inventory management ― can’t possibly address the new paradigm of circular, customer-centric commerce. Omnichannel can’t revolve around customer activities and experi- ences. The approach is obsolete. Remarkably, rather than pursue long-lasting, circular customer engagement, most retailers continue to invest in linear omnichannel strategies. New Business Model Replaces Omnichannel Much of the industry continues to talk about omnichannel customers, sharing inventory, winning loyalty and driving ROI. Consumers expect retailers to: • Personalize; • Deliver full experiences on mobile; • Combine online and offline experiences; • Delight and awe in stores; • Seamlessly integrate all data; and • Be channel-agnostic; since customers see brands and experiences, not channels. In essence, an entirely new business model is required for seamless customer-centered retailing and the online/offline integration that allows it. The O Alliance: 6 Steps to Creating Seamless Circular Commerce
  • 6. …Built On Outdated P&L Principles Retailers stray even further from customer-centricity by building these point-to-point solutions onto retailing’s traditional but outdated departmental Prot & Loss model ― one focused on linear business sectors, not holistic results or customer behavior. This now, ineffective pyramid structure encourages channel competition and further separates lines of business. Internally competitive P&L principles provide little incentive for business groups to share valuable customer information or internal resources. As such, they sub-optimize the key interactions required for the renewable customer relationships now mandatory in today’s game-changing mobile environment. In fact, in most organizations, “the structure, hierarchy and culture are obstacles to improving the customer experience,” according to a May 2014 story in Forbes7 . In the article, Josh Linkner, CEO of Detroit Venture Partners, elaborated: “Organizations need to reevaluate the organizational structure. Who’s the king? Is it the hierarchy? The bureaucracy? The shareholders? Or is the customer the king?” The article also stated that “business leaders must dig into the fabric of their organizations, revamping structures, processes, systems and mindsets to create a consistent customer experience. This takes more than writing a new mission statement.” New Seamless Circular Commerce ROI Engine Far beyond a simple mission statement, a novel, atypically flat and transformational business model― Seamless Circular Commerce - has replaced omnichannel retail and its obstructive managerial struc- ture. This clever new Seamless Circular Commerce ROI engine pivots on the customer by anchoring consumer activities and experiences to the heart of commerce creation. Digital, social, mobile, store, inventory, logistics, training and all other organizational activities that impact customer experience become spokes in a commerce wheel that rotate around the customer core. Technology and data encircle the entire customer ecosystem, providing a more effective customer-centered organizational structure. Inside the new circular organization design, divergent teams with differing skills and work styles willingly align to address changing consumer patterns. This new "O to O" structural revision ― the merging of online and offline to circle the customer core ― nally allows consumers, not channels, to drive the retail organization. As a result, with Seamless Circu- lar Commerce, the smartest retailers can measure marketing, process and technology spend in terms of lasting customer engagement and spending patterns, not departmental accountability. The graphic facing helps illustrate the new Seamless Circular Commerce business model. The O Alliance: 6 Steps to Creating Seamless Circular CommerceP. 04
  • 7. When consumers can easily move to their brand engagement and commerce delivery points of prefer- ence, companies can continually foster the long-lasting customer relationships that maximize total ROI. Essentially, the only way for brands and retailers to survive in today’s customer-driven retail paradigm is to transcend: 1) from a linear omnichannel approach to circular customer-driven ecosystem that maximizes total enterprise value; and 2) from an outdated line-of-business P&L to a new view of holistic company results. Let’s take a closer look at why moving to this new paradigm is essential for brand and retailing success. Factors Dictating The Seismic Shift Several industry developments have changed retailing as we’ve known it. Together they conrm that the seismic shift to customer-centric Seamless Circular Commerce is not only sensible, but necessary for survival. P. 05The O Alliance: 6 Steps to Creating Seamless Circular Commerce
  • 8. Omnichannel’s Silos and Disparate Technologies Linear data silos and disparate technologies can’t circulate key customer data to and from each busi- ness sector. The incompetence of omnichannel to operate with customers at the retail core, exacer- bated by the escalation in mobile, has made this “many channel,” point-to-point approach to retailing obsolete. “Retailers attempted to adopt an omnichannel approach, integrating channels and the customer experience, but from a standpoint of still operating in separate silos and utilizing disparate technologies across channels,” stated Brian Brunk, a principal at Boston Retail Partners, in a June 2014 blog8 . A more intelligent and modernized business model, one that pivots on the customer and unies commerce around the customer, helps make the seismic shift to truly customer-centric retailing. This unied approach “differs from its strategic predecessors” by “putting customer experience rst, breaking down the walls between internal channel silos and leveraging a single commerce platform.” Many retailers have embraced the imperative for change but “have struggled with the integration of existing channels, disparate technologies and siloed processes,” said Brunk. “More so than ever, the customer is in the driver’s seat, and smart retailers are adopting a unied commerce approach to win and meet the expectations of today’s and tomorrow’s customer.” Change is underway: According to a 2014 report from BRP9 , 54% of retailers are planning a unied com- merce model, 39% are implementing supply chain solutions to support it, and 7% have no current plans to change, as shown in this BRP graphic: The O Alliance: 6 Steps to Creating Seamless Circular CommerceP. 06
  • 9. Some retailers, including Nordstrom, are far along in the unication process. Nordstrom is focused on blending its store and Nordstrom.com experiences; has combined both merchandising teams; serves customers across social media and apps; and uses popular Pinterest items as display promotions in selected stores ― all in support of serving customers the way they want to shop. “Customers don't value channels, they value experiences, and our entire team is focused on creating innovative and relevant customer experiences," Jamie Nordstrom, President - Stores5 FORBES: A Truly Customer-Centric Model, Not Pieces Of Software, Is “The New Imperative” The new reality of great, competitive customer experiences presents “both enormous opportu- nity and incredible challenges,” according to a 2014 Forbes Insight report, titled: “Customers for Life: Technology Strategies for Attracting and Keeping Customers10 .” However, “the practical considerations and challenges of transitioning toward a focus on customer experience often get swept aside by vendors’ intent on selling another piece of software, leaving businesses with patchwork systems and silos of knowledge and data,” the report stated. “As a result, [companies] are unable to realize the full benefits of a truly customer-centric model. This is the new imperative. Every organization must think now about how it will meet its own customers’ expectations for personalized experiences over the coming years.” By 2020, “customer experience is expected to surpass product and pricing as the key business differentiator”, the Forbes report emphasized. Therefore, “it’s critical that companies orient themselves now towards creating and keeping customers for life if they expect to remain competitive.” P. 07The O Alliance: 6 Steps to Creating Seamless Circular Commerce Outmoded Prot And Loss Models Many companies cling to their outdated, pyramid-like P&L models, which ultimately cause internal com- petition and sub-optimize the activities required for circular, renewable customer relationships. “An important cause of the slower-than-expected adoption of new mobile, cloud and smart computing technologies lies in the nancial models for calculating [ROI] for these tech purchases, which are stuck using old paradigms of measuring benets in terms of headcount and similar operating cost savings as a result of automation,” blogged Andrew Bartel11 , a VP and principal analyst at Forrester Research. “These models for projecting the potential business value of a new technology investment worked reasonably well for the past 70 years,” when new technologies focused on “process automation,” said Bartel, and “the benets were mostly in allowing more work to be done faster and with fewer people.” In today’s customer-centric environment, the main benet of new technologies is “increasing the likelihood of good decisions.” But for many of today’s mobile and smart computing technologies, “especially…the new smart comput- ing technologies of enhanced awareness, analysis and collaboration,” wrote Bartel, “the primary busi- ness benet is not doing more work with fewer people. Instead, the main benet…is reducing the prob- ability of bad business outcomes, and increasing the probability of good business outcomes. If a rm tries to measure benets in terms of headcount or operational cost savings, it won’t nd them ― and as
  • 10. The O Alliance: 6 Steps to Creating Seamless Circular CommerceP. 08 Under-Investment In Physical Stores For decades retailers have under-invested in their physical stores; store associate selection; quality; and training. This has resulted in poor in-store service and low standards ― all being exposed by today’s slick, new digital stores and mobile platforms. Retailers try to reverse weakening store traffic with programs like "buy online, pick up in store," digital coupons and beacons. But consumers already have been forced online for efficiency. Yesterday’s stores are not built around today’s escalating consumer expectations, and already are seriously vulnerable to more agile and customer-focused organizations such as Amazon. Besides, there’s never a line when you check out with an e-tailer. In fact, according to ShopperTrak, the 2013 holiday season saw half the mall traffic compared to 2011, as shown here: Meanwhile, U.S. e-commerce sales continue to boom, from $225.3 billion in 2012 to an estimated $491.5 billion by 2018, according to eMarketer12 . a result won’t make the investment. For CEOs who are worried about uncertain economic growth and/or focused on meeting quarterly earnings-per-share expectations, lack of traditional “hard” economic benets provides a good excuse to delay or minimize investments in these new technologies.” 2013 half the store trac of 2011
  • 11. P. 09The O Alliance: 6 Steps to Creating Seamless Circular Commerce Declining store traffic will remain an issue until retailers give customers a reason to visit for an experience they cannot get via online or mobile. Retailers expecting great store results without investing in the store experience ― and making the organizational change required to align technol- ogy providers, platforms and data with existing organiza- tional roles and functions ― are at best hopeful thinkers. Vulnerability Of Both Physical and Online Stores Neither the physical shop nor online store can be a place of simply transaction and conversion. The store must be a theater with human engagement and service. It must live up to the connected, highly visual, rich content social communi- ties available on-line. (See sidebar: Ralph Lauren’s Mansion) Equally so, though the digital space is highly efficient, its content is so cluttered that contact strategies are expensive and new platforms constantly evolve to streamline the customer experience. Loyalty is difficult to engender. And traffic, while high, converts at very low levels. Impulse sales are lower than in physical stores, and the advice of a respected associate is non-existent. Digital customer reviews are useful, but are no replacement for well-informed store associate offering one-on-one service. The two universes ― physical and online ― must converge while maintaining their own unique attributes, and learn from each other to excite customers. Retailers that put channel competition aside can create the great synergies that will add to both customer experiences and prot. RALPH LAUREN’S MANSION: More of a Gentlemen’s Club Than Retail Store "In 2008, it wasn't clear whether we were going to make it," Gary Friedman, CEO of Restoration Hardware, told the Wall Street Journal14 . But an “artisanal rebranding” to a luxury home furnishings company took this typical mall retailer from uncertainty to net revenues of approximately $1.86 billion forecasted for FY2014, according to the company’s 2Q2014 financial results15 . Restoration Hardware was taken private in 2007 by Catterton Partners and Bain Capital Partners (two private equity firms to which The O Alliance members have served as advisors). The struggling hardware operation underwent a reinvention process that included: closing of mediocre shops; investment in flagship retail stores; embracing "show rooming;" developing the store experience; integrating channel technologies; training of sales associates utilizing in-store tablets, thus linking people to technology; seamless utilization of inventory and ordering processes; digital and catalog marketing; and more. The company returned to the public market in 2012. No longer a typical mall retailer, the new Restoration Hardware stores give consumers a great reason to visit: An electrifying shopping atmosphere. For example, in 2013, the company reclaimed and reimagined the RESTORATION HARDWARE ELECTRIFIED Declining store traffic will remain an issue until retailers give customers a reason to visit for an experience they cannot get online or via mobile. Retailers expecting great store results without investing in the store experience - and making the organizational change required to align technology providers, platforms and data with existing organizational roles and functions - are at best hopeful thinkers. The two universes - physical and online - must converge while maintaining their own unique attributes, and learn from each other to excite customers. Retailers that put channel competition aside can create the great synergies that will add to both customer experiences and prot. Ralph Lauren’s luxurious 4-floor, 27,000-square-foot store ― formerly The Rhinelander Mansion ― treats New York City shoppers to the iconic menswear brand in a unique atmosphere of grandiose visuals. Turkish marble, golden lattice, a mahogany staircase, thick carpeting, oil portraits of stately gentlemen, beveled mirrors, crystal chandeliers, wall papered dressing rooms, leather club chairs and a pool table. Reported GQ13 , “It all somehow feels less like a retail environment than a regal, tobacco-stained English gentlemen's club.”
  • 12. The O Alliance: 6 Steps to Creating Seamless Circular CommerceP. 10 Mobile Has Propelled Customer Expectations Today’s retail organizations are under siege from an increas- ingly digitally-savvy consumer. Consumer access to technol- ogy and mobile devices has escalated retailers’ already steep e-commerce learning curve. Mobile-equipped consumers especially are empowered with knowledge that quickly exposes misalignment and organiza- tional dysfunction. A lack of full organizational integration will cost companies in sales, reputation and customer loyalty. The increase in mobile purchasing presents a continued chal- lenge: According to eMarketer17 , U.S. sales via mobile are expected to soar from $57.79 billion in 2014 to $132.69 billion by 2018: Consumers Expect A Social Media Connection Social media is changing every aspect of the retail organization by providing direct retailer/consumer connec- tions. New social platforms such as Bubblews, Houzz, Kik and We Heart It have closed the loop between retailers and consumers, providing a goldmine of consumer input about shopping experiences, opinions, preferences and more. Consumers expect their favorite retailers to embrace social media: “Disconnected” companies ―those not leveraging the data and relationships these digital tools generate― will nd their classic marketing, 40,000-square-foot former Museum of Natural History, built in 1862 in Boston, to serve as a Retail Gallery. Similarly, the company restored the Historic Post Office in Greenwich, Conn. In 2015, Restoration Hardware will bring the Historic Three Arts Club in Chicago back to life: “We will stay true to [our] heritage as we unveil our new home with an RH Contemporary Art Gallery, Culinary Arts & Wine experience as well as restore the original stage so we can hold live acoustical music performances featuring emerging artists,” stated Friedman in a letter posted on the company website16 . Today the luxury home furnishings brand operates 68 upscale retail Galleries throughout the U.S. and Canada, while its Source Books and websites serve as virtual extensions and compelling tours of the brand. RESTORATION HARDWARE
  • 13. P. 11The O Alliance: 6 Steps to Creating Seamless Circular Commerce New Challenges and Solutions Complicate Retailer Response Continued industry changes, challenges and new solutions further drive the necessary move from tradi- tional linear approaches to a more effective, atypical business model. Retailers are inundated with providers offering the “best” alternatives for various channel needs. How can these initiatives blend with already deep investments in retail technologies? To create truly Seamless Circular Commerce, what’s the best way to sift through, choose and synchronize new technology initiatives? Which vendors and advisors will make the best team members for moving the needle on customer-centric commerce? By partnering with The O Alliance, retailer response to ongoing industry challenges is decisive and intelligent. The O Alliance: A Network of Problem Solvers The O Alliance is a unique “hands-on” consulting and membership network of expert retail and digital problem solvers dedicated to helping companies develop Seamless Circular Commerce. We partner with brands, retailers, marketers and related businesses that operate in the retail, e-commerce and consumer goods sectors. Working directly with senior-level executives, and advising board members and investors seeking to transform their organizations, The O Alliance network has proven its expertise in creating the essential new Seamless Circular Commerce business paradigm. A transformational retail consultancy founded by Andrea Weiss - a pioneer in seamless customer exper- iences ―The O Alliance is an advisor to the Board of Directors, a partner with the C-suite, an agent of change, and a hands-on implementation team for today’s forward-thinking brands and retailers. The O Alliance rst evaluates each client’s existing platforms, then leverages a network of transforma- tional experts to fulll individual needs. Our practitioners, affiliates, members and advisors are vetted, best-in-class leaders in all the critical disciplines required to unlock value and empower retailers to master today’s changing marketplace. We walk our clients through every new challenge. Our discern- ing expertise in how the appropriate technologies can unite ―those new and in place― creates truly circular customer engagement and commerce that maximizes growth for the long haul. We have the experience and depth to analyze existing situations, visualize new methods, manage change, eliminate sub-optimization and execute value-creating strategies. The “O” we apply to our brand stands for the circular commerce approach we champion as the replacement for outdated linear processes and failing customer strategies. Our thought leadership and ability to unravel customer- driven retail issues distinguishes us as trend-setters in navigating retail’s seismic shifts. The O Alliance is an advisor to the Board of Directors, a partner with the C-suite, an agent of change, and a hands-on implementation team for today’s forward-thinking brands and retailers. information technology, e-commerce, operations and stores organizations unprepared to address the very consumer they are targeting.
  • 14. The O Alliance: 6 Steps to Creating Seamless Circular CommerceP. 12 Our team structure includes: • Practitioners ― with an expertise in the critical areas that empower growth. Hands-on practitioners help execute initial business assessments, then assist in creating transformational solutions to the opportunities identied. • Aliates ― a growing network of best-in-class technology and service providers that craft the required business solutions. Though fully versed in most technology solutions, The O Alliance remains technology platform agnostic. We match our clients’ needs with the correct solution, working to lever- age clients’ current technology investments, maximize investments in smart technologies and advise on new services and systems. • Members ― a vetted group of consulting companies with a range of skills required to manage talent, organizational change and productivity enhancement. Members actively engage with each client to assure business success. The O Alliance network of talented industry experts skillfully tailors our proprietary process ― “The O MethodTM ”― to assist organizations in executing a seamless customer experience. Following is a recap of “The O MethodTM ,” a six-step process that replaces omnichannel to create truly customer-centric commerce. The 6 Steps To Achieving Seamless Circular Commerce Based on The O Alliance’s proprietary process - “The O MethodTM ” - here are the six smart steps to achieving Seamless Circular Commerce. 1. Analyze Customer Interactions and Opportunities. The O Alliance performs a holistic 3D diag- nostic that reveals a series of risks and growth opportunities across the organization and at each customer touch point. We take a broad look with a clean slate at the complete organization to identify strengths as well as disconnection points. After a series of executive interviews, site visits, store inspec- tions, customer intercepts, data reviews, channel analyses and more, we come back with recommenda- tions for unraveling ROI. 2. Assess Your Organizational Readiness. Our hands-on assessment technique provides a clear vision of your organizational capabilities, including: Technology Platforms. Are your current technology investments capable of transforming to a circular approach to customer-driven commerce? We help you to combine platforms to create the technology approach that enables great customer experiences. We also can advise on the newest tools to engage fully with social media, digital content, training, marketing and other technologies which ensure customer centricity. Talent and Leadership. The O Alliance’s readiness assessment helps dene the executive skills required for success in today’s rapidly changing retail environment. We examine your talent from senior management to those directly interfacing with the consumer; and from marketing and data analytics to the call center and stores, and everywhere else, to align leadership talents and unlock prots.
  • 15. P. 13The O Alliance: 6 Steps to Creating Seamless Circular Commerce Internal Process. All internal processes must circle around the customer to sustain the innovation, adaptation and collaboration required to meet the demands of technology savvy consumers. The O Alliance helps you grow and transform these processes. We ll the gaps preventing the seamless customer experience while assisting with organizational change management. The result is sustainable, innovative cultures where creativ- ity is the norm and commercial success is the outcome. Data. Our assessment of organizational readiness begins with data flow, identies breaks in the customer/brand experiences then quanties any “value leakage,” specically where unshared data is causing inconsistent customer experiences. As your data siloes disappear and cross-functionality grows, we guide you in deriving maximum value from new and existing data resources. 3. Identify Opportunities For Greatest Immediate Payback. “The O MethodTM ” typically reveals many areas of potential for unlocking value. Some retailers already do well in several areas, but have low-hanging fruit ripe with opportunity to change and grow. For each client, we prioritize the top ve opportunities that will add the greatest immediate payback in the shift to circular commerce. For exam- ple, perhaps the greatest value creation is driving web traffic to stores for a more dynamic retail ecosys- tem. Maybe social media feedback needs to funnel quickly and more openly to other spokes in the customer-driven wheel. We identify the most valuable opportunities, then help you seize them. 4. Align team goals. When organizations do not see a holistic view of customer-centered commerce, a crucial disconnect in corporate goals occurs. In many cases, workers inadvertently are incentivized not to see this holistic view, due to linear compensation structures and training focused on one channel or line of business. The O Alliance’s Seamless Circular Commerce model helps eliminate this sub- optimization by aligning all team members with one common goal: Anchoring customers to the heart of commerce creation and driving them to their commerce "delivery points" of preference. The key to retailing today “is ensuring that everyone at the organization has the same vision and can execute it flawlessly,” asserted Emily Culp, SVP in charge of e-commerce, marketing and retail for Rebecca Minkoff, at Shop.org Summit 210419 . “That means removing cross-functional friction. One way to do that is by motivating your employees to help a customer, even if it means sending them to another [touch point] to make the purchase.” 5. Leverage Hands-on Expertise From Various Retail Disciplines. Based on your specic needs, we tailor and coordinate a team of world class partners that works side-by-side with your internal man- agement to create lasting solutions. Whether your needs entail brand development, change manage- ment, visual content design, e-commerce consulting or other retail disciplines, hands-on expertise from The O Alliance network facilitates the best business solutions. 6. Deliver Responsive, Circular Connectivity And Cross-Functionality. “The O MethodTM” drives performance, delivers growth and unlocks value that can be measured. Our results-oriented solution creates a seamless shopping ecosystem and provides the most innovative and responsive outcomes. Our approach to Seamless Circular Commerce is agile, adaptive and hands-on, and makes lasting, positive changes to the bottom line. “The O MethodTM” drives performance, delivers growth and unlocks value that can be measured. Our results-oriented solution creates a seamless shopping ecosystem and provides the most innovative and responsive outcomes. Our approach to Seamless Circular Commerce is agile, adaptive and hands-on, and makes lasting, positive changes to the bottom line.
  • 16. The O Alliance: 6 Steps to Creating Seamless Circular CommerceP. 14 Are You Ready To Unlock ROI? Do you want to move from old to new, from channels to customer, from transaction to relationship? Start unlocking ROI by replacing “omnichannel” with Seamless Circular Commerce. Invest in the future by anchoring consumer activities and experiences to the heart of your commerce creation. Then start measuring your marketing, process and technology spend in terms of lasting customer engagement, not departmental accountability. According to Accenture’s Retail Technology Vision 2012, the future will be characterized by: • A truly seamless set of systems; • Continual adaptation; • Digital experiences supported by analytics and scalable IT; and • In-store experiences integrated with digital channels. The O Alliance steers you through this disruptive seismic shift ― without chaos ― and stands by as you compete more protably in today’s new retail paradigm. We serve as: • Advisors to the Board of Directors; • Partners with the C-suite; • Agents of change; and • Hands-on implementation teammates that help execute the ne points of Seamless Circular Commerce.
  • 17. For more information, please contact us at: The O Alliance 16 W. 23rd Street New York, NY 10010 352-233-4454 Info@theoallianceconsulting.com Footnotes: 1 Apple Press Release: http://www.apple.com/pr/library/2013/10/15Angela-Ahrendt s-to-Join-Apple-as-Senior-Vice-President-of-Retail-and-Onli ne-Stores.html 2 Gap Inc. Press Release: http://www.gapinc.com/content/gapinc/html/media/pressre lease/2014/med_pr_gapincs_glenn_murphy_pass_reins_a rt_peck.html 3 J.C. Penney Press Release: http://ir.jcpenney.com/phoenix.zhtml?c=70528&p=irol-new sCompanyArticle&ID=1976923 4 Macy’s Inc. Press Release: http://phx.corporate-ir.net/phoenix.zhtml?c=84477&p=irol-n ewsArticle&cat=news&id=1967864 5 Nordstrom Press Release: http://press.nordstrom.com/phoenix.zhtml?c=211996&p=irol -newsArticle&ID=1932863&highlight= 6 Retail TouchPoints Special Report: http://www.retailtouchpoints.com/features/special-reports/ new-retail-roles-focus-on-innovation-transformation 7 Forbes.com, SAP Byline: http://www.forbes.com/sites/sap/2014/05/06/ve-steps-to- walking-the-customer-experience-talk/ 8 Boston Retail Partners, Blog: http://bostonretailpartners.com/blog/2014/06/unied-com merce-the-catalyst-to-move-beyond-channels/ 9 Boston Retail Partners, Benchmark Survey: http://bostonretailpartners.com/resources/2014-supply-chai n-benchmark-survey/ 10 Forbes Insights, Forbes.com: http://www.forbes.com/forbesinsights/sitecore/index.html 11 Forrester Research, Blog: http://blogs.forrester.com/andrew_bartels/13-10-31-old_roi_m ethods_are_holding_back_the_adoption_of_new_technolo gy 12 eMarketer Article: http://www.emarketer.com/Article/Total-US-Retail-Sales-Top- 3645-Trillion-2013-Outpace-GDP-Growth/1010756 13 GQ Article: http://www.gq.com/style/wear-it-now/201009/ralph-lauren-ne w-store-new-york#intro 14 Wall Street Journal Article: http://online.wsj.com/news/articles/SB100014240527487044 36004576300181946707482 15 Restoration Hardware Press Release: http://ir.restorationhardware.com/phoenix.zhtml?c=79100&p= irol-newsArticle&ID=1965881 16 Restoration Hardware, Letter From Gary Friedman: http://www.restorationhardware.com/content/page.jsp?id=ga ry-2014-spring&link=CarpeDiem-ALetterfromGaryFriedmanC hairmanAndCEO 17 eMarketer Article: http://www.emarketer.com/Article/Total-US-Retail-Sales-Top- 3645-Trillion-2013-Outpace-GDP-Growth/1010756 18 The O Alliance: http://theoallianceconsulting.com/ 19 NRF News: https://nrf.com/news/three-retailers-know-digital-and-stores- need-each-other 20 Accenture Research Report: http://www.accenture.com/SiteCollectionDocuments/PDF/Ac centure-Retail-Technology-Vision-2014.pdf www.theoallianceconsulting.com Š 2014 The O Alliance Consulting, LLC Other companies, products and service names may be trademarks or service marks of others. Creating Circular Commerce