The Science of E-Commerce: And the Art of Omnichannel
|
|
- Merilyn Carson
- 8 years ago
- Views:
Transcription
1 retail consulting and industry thought Going Glocal Executive Summary 1 leadership The Science of E-Commerce: And the Art of Omnichannel be selective.
2 Turning Browsers into Buyers 2 ecommerce Definition Business conducted through the use of computers, telephones, fax machines, barcode readers, credit cards, automated teller machines (ATM) or other electronic appliances (whether or not using the internet) without the exchange of paper-based documents. It includes activities such as procurement, order entry, transaction processing, payment, authentication and non-repudiation, inventory control, order fulfillment, and customer support. (source: businessdictionary.com) Copyright The Parker Avery Group. All rights reserved. be selective.
3 Turning Browsers into Buyers 3 Introduction ecommerce, or electronic commerce, has revolutionized the traditional retailer s channel strategy by making it a customer-demanded alternative or supplement to instore shopping. Including internet and mobile technology, its ubiquity, ease of use and pace of purchase have landed it as a leader among mainstream channels. This prevalence has compelled some retailers to add ecommerce to their channel offering, while it has also led to the creation of the type of retailer who only offers internet or mobile sales (often called pure plays ). ecommerce in the retail industry has experienced tremendous gains and is continuing to see growth in consumer adoption, with industry projections anticipating ecommerce sales to rise to more than $300 billion and represent 10% of total U.S. retail sales by 2015 (see Figure 1). Moreover, special online spending days are seeing record numbers. For example, Cyber Monday 2012 holds the title for the heaviest online spending day in history with $1.17 billion spent in one 24-hour period. As can be seen in its consistent growth, ecommerce is a strong distribution channel and has been perceived, by some, as a direct competitor against brick-and-mortar stores. As the environment evolves, a new challenge exists for the omnichannel retailer: How do you maximize your ecommerce position in order to encourage purchases across all channels? Figure 1: Billion $ U.S. Retail ecommerce Sales Source: Forrester Research, Inc. be selective.
4 Turning Browsers into Buyers 4 As ecommerce has grown, the lines between channels have blurred, and many customers are moving between channels during the purchase process. ecommerce, particularly the internet, has made it difficult to pinpoint the exact origination of the sale. For example, imagine the shopper who uses her laptop to visit your online site and adds multiple items to her shopping cart. She does not complete the purchase, knowing her items are saved and linked to her account. Later in the week, she receives an automated reminder that she still has items in her cart; but instead of completing the purchase online she visits one of your brick-and-mortar stores and purchases the majority of items in her cart, which she was able to recall using her mobile phone. Is this a lost ecommerce sale? Omnichannel retailers may find it difficult to properly record sales, since many customers are using multiple channels to make a purchase. This means that retailers need to pay attention to all channels as customers are now using them concurrently. Since the internet can encourage purchases across channels, retailers must develop ecommerce strategies that capitalize on the internet s influence. In particular, retailers need to focus on the internet s impact on sales in brick-and-mortar stores, product catalogs and mobile devices. Furthermore, as internet ecommerce is a new strategy for some retailers, they must understand how best to incorporate it into their changing operating model. Real World RETAILING Saks Fifth Avenue CEO Stephen Sadove was recently quoted in reference to his company s approach to omnichannel retailing. He explained, I can t say enough about the growth at saks.com. There s so much integration between store and online sales that we can t report the numbers separately, they just don t make sense because we are moving inventory from one to another all the time. Source: Marketing Daily. March 13 issue Even with all of the innovative opportunities ecommerce can provide, many retailers struggle with creating a cohesive customer experience because of the traditional way ecommerce is managed within their business -- as a completely separate channel. This usually translates into completely separate IT systems, completely separate organizations and people, and completely separate processes. Because of this disconnect, retailers not only lose visibility to potential omnichannel improvements but customers may not understand why their shopping experience is not seamless. In this POV, we will address how elements of ecommerce can be integrated with brick-andmortar, catalog and mobile to create a complete omnichannel environment for your customer. Copyright The Parker Avery Group. All rights reserved. be selective.
5 Turning Browsers into Buyers 5 Brick-and-Mortar + ecommerce While brick-and-mortar stores and the internet appear to be adversaries at times, the two channels are more often working together than against. In fact, many customers are using one channel for initial research while purchasing in the other. Hal Lawton, president of Home Depot Online, is quoted as saying, 45% of in-store visitors pay a visit to homedepot.com first. For this reason, it is imperative that retail websites are set up to aid in-store purchases. Some retailers view the website as a digital catalog that can push customers into the store. Others see it as the main location for purchase, but they want to offer a transition into the store if it will save the sale. In both instances, the retailer needs to fully anticipate the customer s in-store needs when on the website. Four options need to be available close to the product page s call-to-action or add to cart button: 1 Store Locator 2 Product Availability 3 Shipping Options 4 Store Pick-Up These four options are based on the shoppers needs and expectations. Let s take a look from the their perspective and explore real-world examples. be selective.
6 Turning Browsers into Buyers 6 ➊ Where is the closest store? Store Locator is a great option for any customer who uses your website as a digital catalog to view product, obtain product information and read customer reviews, but who prefers to visit the brick-and-mortar store for the purchase. It is important that retailers capitalize on the customer s current willingness to purchase by offering multiple paths to purchase. Therefore, this is an option that should be clear on the homepage as well as the individual product page and close to the add to cart button. For example, this would be necessary for apparel retailers when a customer is looking for the right fit and needs to try on the product prior to purchase. As an aside, the retailer should also consider the return policy and shipping fees in this instance. If customers are worried about the right fit, then the retailer could offer a no-hassle return as a way to mitigate the customer s anxiety and, in turn, encourage the online sale. store locator return & shipping info add to cart Real World RETAILING: lululemon athletica,, a self-described yoga-inspired athletic apparel company, features its store locator link prominently in the top header -- as opposed to hidden at the bottom of the page. Additionally, shipping and return information is easily accessible. Copyright The Parker Avery Group. All rights reserved. be selective.
7 Turning Browsers into Buyers 7 ➋ Is this product, color and/or size available at my nearest store? Store Availability is another path to purchase for customers who have decided to purchase in-store, yet they want to first check if their product is in-stock. In order to show correct inventory levels or ranges at the SKU level, it is critical that the retailer have the infrastructure in place that allows for clear visibility of inventory across all channels. While this is no small effort, it leaves the retailer with a strong opportunity to win the sale. When the customer has selected Store Availability, it is also a good time to display complementary products or a model using the preferred product alongside multiple corresponding products. The customer is more likely to purchase more products than he or she anticipated when going into the store to make the purchase, so it would behoove the retailer to facilitate this transition between channels. add to cart high-level inventory outlook detailed inventory outlook select alternative store Real World RETAILING: IKEA, the world's largest furniture retailer, provides product availability information for items sold online and in-store. Inventory levels are provided for not only specific stores but also estimated product counts for the next four days. If a product is not available at the store selected, shoppers can easily select an alternative store from the drop-down list. be selective.
8 Turning Browsers into Buyers 8 ➌ Can I ship directly to my nearest store? Ship-to-store may be a great option to offer when you hold inventory in a central distribution center. This allows the purchase to take place online in the moment, but it may also offer the customer the option to save on shipping costs by selecting ship-tostore. The total transaction amount for this customer, again, may improve by bringing the customer into the store to finalize the purchase. When offering a ship-to-store option, retailers must also clearly outline the steps for picking up the product in store. This helps avoid any hassle and confusion of what to do or where to go when the customer arrives to the store. To offer this option successfully, the retailer must have thoughtfully planned out in-store logistics for storing the merchandise that has been ordered online, for the in-store personnel who is responsible for assisting the customers when they arrive to the store, and for the location that customers need to go to retrieve their orders. Proper instructions should be on the website at the time of purchase and ed to the customer with receipt of order, and proper in-store signage should be clearly visible when the customer arrives to the store. This process should be simple, easy and inherent, or the retailer risks losing this or future sales. add to cart ship-tostore options Real World RETAILING: Cabela s, a specialty retailer of hunting, fishing, camping and related outdoor recreation merchandise, offers a free ship-to-store option for almost any item available through cabelas.com. With this service, customers can purchase items that are not normally carried in their local store as well as avoid high shipping costs usually associated with large or heavy merchandise. Copyright The Parker Avery Group. All rights reserved. be selective.
9 Turning Browsers into Buyers 9 ➍ Can I reserve it online, but pay for and pick it up at my nearest store? In-store pick-up could be an option for those customers who really want the product, but who are not quite ready to pay for it, who prefer to pay in cash or who are not comfortably using credit cards over the internet. This allows the customer the opportunity to go to the store ensuring that the product is there, while it also removes the initial risk of the online purchase. Even though the sale has not occurred, this option is still a win for the retailer. First, the retailer has already compiled CRM data about this customer and his/her sizes and preferences. The retailer can use this data in bulk to understand general behaviors of segments, or specifically to this customer, the retailer can send customized communication encouraging additional or complementary purchases based on his/her past preferences. Secondly, anytime a retailer can encourage the customer to come into the store, the opportunity for a larger sale increases. reserve and purchase in-store add to cart Real World RETAILING: Barnes & Noble, a bookstore retailer, allows consumers to confirm the availability of an item at a particular store and reserve that item to be picked-up in as little as 60 minutes. After entering a zip code, the consumer is shown a list of product/store available, selects the desired location and then provides their contact information. Within an hour (during business hours) an to confirm that the item will be waiting behind the counter for pick up. be selective.
10 Turning Browsers into Buyers 10 Product Catalog + ecommerce With a product catalog, the customer has the ability to view the merchandise in an ideal environment or a showcase of its intended use. This feature is still relevant to customers today. With targeted mailing, printed product catalogs remain effective and can even influence purchases online and in the stores. In fact, research 1 suggests that catalogs influenced 42.9% more online purchases than Facebook during the 2012 holiday season. While catalogs are trending toward extinction, they are far from complete elimination. Retailers today must offer both phone and internet paths to purchase within their product catalogs. The key to an effective catalog in the omnichannel environment is maintaining its relevance to digital consumers. Omnichannel retailers should be looking at ways to include multiple paths to purchase within each channel. To bridge ecommerce with the print catalog, retailers should ensure that the web address and phone number for sales is clearly marked on the front and back covers as well as every interior page. The customer should not have to search for the contact information when ready to purchase. Retailers can also encourage online purchases by facilitating the transition to the website. Many retailers incorporate quick response (QR) codes throughout the catalog near featured products. When scanned by a smartphone or tablet, QR codes can link to a wide variety of content, such as the company mobile website or a video of the product in use. Some retailers are even using more advanced technologies in their product catalogs, such as augmented reality, which in essence brings the product to life and provides not only product information, but also entertainment to the shopper. Real World RETAILING Ballard Designs uses catalog QR codes that link to an online customer review of each highlighted product. Using this feature, retailers can transition the customer to the preferred point of purchase quicker. Further, digital elements such as QR codes bring additional measurability to the medium. The retailer can track the number of scans to the QR code, as well as the path of clicks after the scan, if the QR links to a webpage. 1 Third Annual Baynote Holiday Survey Copyright The Parker Avery Group. All rights reserved. be selective.
11 Turning Browsers into Buyers 11 Mobile + ecommerce The increasing prevalence of mobile smartphones and tablets has changed the way retail customers interact with the retailer. The existence of this channel has precipitated the need for mobile-friendly websites, smartphone applications and mobile-purchase options. During the recent holiday season, 40% of tablet owners and 28.4% of smartphone owners browsed the mobile web for gift ideas, and 23% of shoppers used retailer apps to complete a purchase. 1 Retailers operating in this channel need to determine in which aspects of mobile they will engage, such as mobile smartphone application and mobile website. If you have a customer looking to access your site from his or her smartphone, then it is in your best interest to make the access easy. Therefore, mobile websites that automatically load when a person accesses your site from a smartphone or tablet are preferred. These mobile websites can be developed to load easier and quicker than your full website and can be tailored to feature the most relevant or popular content front and center. Further, they are often touch-enabled and can be created to have the look and feel of an application. Beware, however, of a mobile website that has limited function in comparison to your full website. Since customers are increasingly making purchases using their smartphones, limited functionality can cause friction for your customer and may impede a sale. One approach is to also offer the full site view on mobile devices for customers who are familiar with this version and know where they want to go. Similar to the mobile website, a mobile application simplifies your customer s access to your merchandise. An application is one step closer to your customer in that it lives on your customer s phone; it is more likely to be top-of-mind and readily available. Retailers can make applications perform all of or more services than the full corporate website. The Amazon.com application, for example, allows users to log in to their individual accounts, make purchases and access all historical information that the website presents. In addition, users can take a photo, using their mobile device, and upload it to the Amazon site to identify and find the product on the site. Mobile applications provide the ability to incorporate native smartphone functionality, such as cameras, scanners, etc., which can be a very powerful tool in engaging customers and encouraging purchases. Retailers can also use mobile apps to push notifications to the customer that either can bring the customer to the store and website or encourage more purchases while in the be selective.
12 Turning Browsers into Buyers 12 store. Push notifications can also simply encourage use of the application and lead to dependence. A 2011 Localytics study found that more than one-fourth of applications are downloaded and only used once. To remain relevant, retailers should consider what would impact frequency of use when determining functionality of the application. Real World RETAILING Retailers must be cognizant that users provide mobile notification permissions for each individual app. This means that retailers should provide a compelling reason as to why a user would want to receive these what is in it for me? Gilt, an online flash-sale shopping website, uses mobile push notifications to alert users to the beginning of limited time offerings, when user defined favorite brands are available on the website and when exclusive mobile-only promotions & discounts are offered. Furthermore, retailers must ensure that the mobile application can be easily accessed while inside of the store. In a recent Parker Avery Point of View: The Customer Experience, we learned that 70 percent of customers are using mobile devices while instore. With the application, retailers can pique the customer s interest in a product with pricing, customer reviews, product information, and more. For example, ULTA has a free mobile application that allows customers to gain product information by scanning the barcode. This can assist in-store purchases, but it can also be used at home when the customer scans a previously purchased product. The customer can access the current price, customer reviews and similar products and can reorder instantly without leaving the application. When defining mobile strategy, retailers must understand that customers are using mobile in parallel to online. This means that some customers may begin a purchase online and conclude the purchase on their tablet, or vice-versa. Therefore, consider a mobile strategy that integrates customer accounts or shopping carts across channels and devices. In this instance, decide which customer information can be accessed via each channel. For example, can your customer complete a purchase through the full site, but only pull up past purchases and reviews only on the mobile site? Understanding your customer s motivations will help you to determine how much functionality must be included. As often is the case, more is better than less. Copyright The Parker Avery Group. All rights reserved. be selective.
13 Turning Browsers into Buyers 13 Online = ecommerce As ecommerce grows into a viable channel for the individual retailer, you should consider the resources, training and platforms necessary for it to function productively. First and foremost, retailers should address the current organization structure and determine who will own the channel and whether or not new resources should be onboard to manage it. Personnel will be necessary to manage the IT infrastructure and ecommerce platform, as well as customer service operations, employee training and communication & processes with other channels. The most valuable characteristic of the internet is the ability to measure and track customer activity in large data sets. When determining the right platform for the use, retailers should ensure that it supplies as much data as possible, and that they have the systems and roles in place to capture, understand and react on the information supplied. With the success of ecommerce and its increasingly intimate relationship to other channels, many retailers have created online stores, but few are measuring the key information that enables them to deliver better online experiences for their customers and increased ecommerce sales. The following are four metrics that every retailer should be measuring and reviewing on a consistent basis. New Visitor Conversion Rate vs. Return Visitor Conversion Rate Break out conversion rate by your new visitors and return visitors to see how many are converting on their first visit to your site. Review this number over time to see if there is any seasonality associated with the purchase decision. If this number trends low, then identify what about your product is causing visitors to take time to make the purchase and use the insight to make the purchase easier. For example, adding more information about the product, more detail about your company, and secure site logos can motivate your visitor to purchase quicker. Days and Visits to Purchase For the returning visitors, how many days or visits to your site does it take to make the purchase? You risk losing the customer forever who leaves your site during the purchase decision. Try to decrease this number by offering incentives to purchase or, if you capture s in the process, reach out to the visitor directly with an incentive or offer to help. be selective.
14 Turning Browsers into Buyers 14 Average Order Value and Items Per Order Determine what each order means to your business. If accounting for inflation only, this number should be increasing year over year. Try to grow these numbers by offering add-ons or similar products during the shopping and checkout process. For example, Amazon shows items Frequently Bought Together and Customers Who Bought This Item Also Bought to encourage additional purchases. Shopping Cart Abandon Rate by Page There are so many variables operating in your shopping cart. You should be in the habit of using a dummy account to periodically review the checkout process to make sure it is easy. Review the number of visitors leaving the shopping cart at each step in the process - this will help you to identify the most pressing page for concern. Are there unnecessary form fields, does the site not appear secure, are there too many pages altogether to check out? You have done the hard work to get your visitor to want to purchase your product do not make it difficult for them actually complete the purchase. Copyright The Parker Avery Group. All rights reserved. be selective.
15 Turning Browsers into Buyers 15 Final Word Retailers need to bridge all channels with ecommerce. This means offering features such as multiple fulfillment options, store locator and store availability on the retailer s website in order to encourage offline sales that originate online. The print catalog should include a visible phone number, website address and ways to easily link to online content in order to encourage or continue the sale. Moreover, the retailer should offer a mobile website and/or a mobile application that integrates with other channels and inspires frequent interaction. Lastly, the retailer needs to plan for ecommerce by carefully considering technology, platforms, resources and success metrics. In all instances, the retailer s objective is to capture sales that may have been lost to the competition had it not been for the influence of ecommerce. be selective.
16 Turning Browsers into Buyers 16 The Parker Avery Group The Parker Avery Group is a boutique strategy and management consulting firm that is a trusted advisor to leading retail brands. We combine practical industry experience with proven consulting methodology to deliver measurable results. We specialize in merchandising, supply chain and the omnichannel business model, integrating customer insights and the digital retail experience with strategy and operational improvements. Parker Avery helps clients develop enhanced business strategies, design improved processes and execute global business models. Learn more about us at: for more details contact: Robert Kaufman CEO robert.kaufman@parkeravery.com Courtney Albert Management Consultant courtney.albert@parkeravery.com Copyright The Parker Avery Group. All rights reserved. be selective.
Revenue Generating Conversion Rate Optimization (CRO) Strategies
Revenue Generating Conversion Rate Optimization (CRO) Strategies AWG s recommendations are based upon intuitive testing and tracking via Google Analytics and other programs specifically purposed to measure
More informationHow Mobile Shopping Drives Omnichannel Conversions
Whitepaper How Mobile Shopping Drives Omnichannel Conversions The Evolving Path to Purchase Table of Contents Introduction 1 How Consumers Engage with Mobile 3 Consumer Expectations for Mobile Experience
More informationThe State Of Digital Coupons How Digital Coupons Are Adapting To Mobile And Omnichannel
A Forrester Consulting August 2014 Thought Leadership Paper Commissioned By RetailMeNot The State Of Digital Coupons How Digital Coupons Are Adapting To Mobile And Omnichannel Table Of Contents Executive
More information4 Retail Marketing Challenges. (and how to rise above them)
4 Retail Marketing Challenges (and how to rise above them) 4 Retail Marketing Challenges Many retailers find themselves in a precarious position as they look to acquire and foster relationships with consumers.
More informationOmnichannel Inventory Optimization: Where Are My Products?
Going Glocal Executive Summary 1 retail consulting and industry thought leadership Omnichannel Inventory Optimization: Where Are My Products? Where Are My Products? 2 Macy s best customers are those who
More information2015 Holiday Commerce Marketing Guide
2015 Holiday Commerce Marketing Guide This past 2014 holiday period was a very merry season for ecommerce, witnessing a 16% growth in holiday sales over holiday 2013. 1 We have also seen continued shifts
More informationBRP SPECIAL REPORT. Loyalty Programs Rewarding the Customer Experience
Loyalty Programs Rewarding the Customer Experience BRP SPECIAL REPORT A supplemental report based on findings from the 2015 CRM/Unified Commerce Benchmark Survey https://bostonretailpartners.com/2015-crm-survey-report/
More informationGuide To Increasing Online Sales - The Back (Office Story)
Guide To Increasing Online Sales - The Back (Office Story) 4 Ways Your Inventory & Order Management Solution Plays A Pivotal Role The one sustainable competitive advantage you have to drive more online
More informationIgnify. ecommerce. System Overview. Ignify ecommerce integrates with:
Ignify Ignify header here ecommerce Ignify ecommerce integrates with: Dynamics AX Dynamics CRM Dynamics GP Dynamics NAV Dynamics SL Optimized for: Responsive Web Design Social Media Search Engines Ignify
More informationstrategies to maximize the effectiveness of your online merchandising and promotions plan
WHITE PAPER strategies to maximize the effectiveness of your online merchandising and promotions plan Executive summary Now, more than ever, the lines between corporate sites and online stores are blurring
More informationin person is the new personalization.
in person is the new personalization. introducing the enterprise store associate. TIME TO LEVEL THE PLAYING FIELD. The digitally-enabled customer has upped the ante on what today s store associate needs
More informationTHE OMNICHANNEL CONSUMER
THE OMNICHANNEL CONSUMER KEY FINDINGS FROM THE DELOITTE REPORT THE OMNICHANNEL OPPORTUNITY TO HELP RETAILERS UNLOCK THE POWER OF THE CONNECTED CONSUMER INTRODUCTION The internet and mobile devices have
More informationConsultation With E-Commerce Expert success planning - process starts with an interview to determine what is the ideal e-commerce solution:
Consultation With E-Commerce Expert success planning - process starts with an interview to determine what is the ideal e-commerce solution: Goals of the site Expectations traffic, sell, fulfill, functionalities
More informationUnderstand the 8 Stages of Omni-Channel Fulfillment TO DELIVER OMNI-CHANNEL SUCCESS
Understand the 8 Stages of Omni-Channel Fulfillment TO DELIVER OMNI-CHANNEL SUCCESS THE 8 STAGES OF THE ORDER LIFECYCLE The virtues of omni-channel retail are being extolled, but your company may be finding
More informationBusiness Process Services. White Paper. Personalizing E-Commerce: Improving Interactivity to Increase Revenues
Business Process Services White Paper Personalizing E-Commerce: Improving Interactivity to Increase Revenues About the Author Subramaniam MV Subramaniam is a Delivery Manager at Tata Consultancy Services
More informationMobile Consumers. & You. How to use mobile to your advantage. tradedoubler.com
Mobile Consumers & You How to use mobile to your advantage Driving value from the mobile consumer In the age of the smartphone, brands and retailers cannot succeed without persuading mobile researchers
More informationThought Leadership White Paper. Omni-channel transforms retail transactions
Thought Leadership White Paper Omni-channel transforms retail transactions Omni-channel transforms retail transactions Many consumers today cross channels inherently, often back and forth without even
More informationMailing List Growth Strategies. A guide to increasing the size of your mailing list. November 2012 Version 0.2
Mailing List Growth Strategies A guide to increasing the size of your mailing list November 2012 Version 0.2 Contents Introduction... 3 Lightboxes... 4 Implementation advice... 6 Social Media... 8 Implementation
More informationPRODUCT AWARENESS. Get ready for a product-aware world in which the lines between online and real-world commerce are blurring.
PRODUCT AWARENESS Get ready for a product-aware world in which the lines between online and real-world commerce are blurring. With the explosion of smartphones, wearables, and instant connectivity, we
More informationAn RIS News Whitepaper
An RIS News Whitepaper The Omnichannel PRODUCED BY There is abundant evidence that the shopper preference for buying online and picking up in a store has become part of mainstream retailing. It is a logical
More informationHOLIDAY HOT SHEET O C T O B E R 2 3, 2 0 1 4
HOLIDAY HOT SHEET OCTOBER 23, 2014 2014 Holiday Hot Sheet: Weekly insights for the holiday marketer As marketers seek to connect with their customers during the largest consumer spending season of the
More informationBricks And Clicks A Look At Today s Retail Marketing Trends
Bricks And Clicks A Look At Today s Retail Marketing Trends A Quick and Easy Guide to Digital Advertising for Local Businesses TABLE OF CONTENTS 3 4 7 11 The New Customer Path to Purchase The Rise of Mobile
More informationWelcome to Twitter for small business
Welcome to Twitter for small business As a supporter of the Shop Small Movement, we created this tool kit to help you get your business ready for the holidays. Connect with customers in real-time, then
More informationIt costs 5 to 10 more times to acquire a new customer than to retain an existing one (Inc)
Loyax is a white-label loyalty platform designed to fit the needs of any business. It blends web, mobile, social and in-store interactions to create a unique customer experience and make your business
More informationRIGHT INTEGRATION STRATEGY - A CORNERSTONE FOR OMNI-CHANNEL RETAIL
WWW.WIPRO.COM RIGHT INTEGRATION STRATEGY - A CORNERSTONE FOR OMNI-CHANNEL RETAIL Gaurav Sai Mittal Table of Contents 03 Introduction 04 Creating an Omni-Channel Experience Functional Building Blocks 05
More informationTracking Success: Omni-Channel! Jimmy Bogroff! Director Digital Strategy - Oregonian Media Group!
1 Tracking Success: Omni-Channel! Jimmy Bogroff! Director Digital Strategy - Oregonian Media Group! 2 Consumer Behavior is Moving Fast! More moments are mobile The ubiquity of smartphones means that ZMOT
More informationFacebook Holiday Best Practices Guide
Facebook Holiday Best Practices Guide 1 facebook_holiday-guide.indd 1 8/5/2015 11:14:41 PM Contents Introduction 3 Your holiday prep checklist 4 Drive momentum before the holidays 8 Maximize sales during
More informationOmni-Channel Shoppers: An Emerging Retail Reality
Omni-Channel Shoppers: An Emerging Retail Reality Retail marketing is changing. Today, success means connecting with your most important customer: the omni-channel shopper. Here we detail the three ways
More informationFULFILLING EXPECTATIONS: THE HEART OF OMNICHANNEL RETAILING
FULFILLING EXPECTATIONS: THE HEART OF OMNICHANNEL RETAILING Creating the supply chain visibility, accuracy, control and flexibility retailers need to meet the demanding fulfillment expectations of the
More information6 Critical Elements Of
6 Critical Elements Of A Great ecommerce Program Meaning You Attract New Customers Keep Current Customers Coming Back Customers Buy More Items, More Frequently 1-888-491-8888 We know that brick and mortar
More information2014 State of B2B Procurement Study:
Accenture Interactive Point of View Series 2014 State of B2B Procurement Study: Uncovering the Shifting Landscape in B2B Commerce 2014 State of B2B Procurement Study: Uncovering the Shifting Landscape
More informationLeading Edge Insights into the World of the Wealthy
New York Vol. 10 No. 1 First Quarter 2014 Leading Edge Insights into the World of the Wealthy Inside This Issue: WealthSurvey: Leveraging Technology In-Store and Online Affluent U.S. consumers weigh in
More informationMobile Marketing. Trends and Perspective by AT&T
Mobile Marketing Trends and Perspective by AT&T In This Issue 2 Industry Trends 3 Customer Spotlight 4 Mobile Marketing By the Numbers 5 Tips & Best Practices 6 Getting Started with Mobile Marketing 50%
More informationPICTURE CAPTION GOES HERE Lorem ipsum dolor sit amet, consectetur adipiscing elit. Praesent vestibulum interdum erat vitae ornare.
euro.message ile Push mesajlarınızı doğru hedefleyerek gönderin. PICTURE CAPTION GOES HERE Lorem ipsum dolor sit amet, consectetur adipiscing elit. Praesent vestibulum interdum erat vitae ornare. 1 PUSH
More informationDRIVING B2B SALES IN THE AGE OF DIGITAL
DRIVING B2B SALES IN THE AGE OF DIGITAL DRIVING B2B SALES IN THE AGE OF DIGITAL WE RE ON THE CUSP OF A GENERATION SHIFT IN B2B PURCHASING. As Business-to-Business (B2B) buyers are exposed to innovative
More information95% of smartphone users have searched for local information; 61% have called a store nearby after searching for information; and
According to research from emarketer and InternetRetailer.com, mobile commerce is projected to reach a staggering $28.7 billion in the United States alone by 2015. So there s no way around it: If your
More informationPresented In Conjunction With: Feature Sponsor
Presented In Conjunction With: Feature Sponsor Presented In Conjunction With: The Sale Is The Omni-Channel Retailers have come to realize the channel customers use to make purchases does not matter, because
More informationBUY. Mobile Retargeting for Retailers: Recapturing Customers Cross-Platform. February 2014. 1.877.AMPUSH.1 info@ampush.com
BUY Mobile Retargeting for Retailers: Recapturing Customers Cross-Platform February 2014 1.877.AMPUSH.1 info@ampush.com TABLE OF CONTENTS Executive Summary 3 The Mobile Advertising Opportunity 4 E-Commerce
More informationBricks, Mortar & Mobile
Bricks, Mortar & Mobile Building an Effective In-Store mcommerce Strategy EXECUTIVE SUMMARY: Over the course of the last few decades, retail has seen ecommerce emerge and succeed as a viable sales channel.
More informationHoliday Readiness Guide: Strategies to Prepare Omni-channel tactics to maximize impact and results during HSS 2015
Market Track Perspective TM Holiday Readiness Guide: Strategies to Prepare Omni-channel tactics to maximize impact and results during HSS 2015 Market Track s Holiday Readiness Guide In this issue of Market
More informationThe Power of Omnichannel Personalization
1 The Power of Omnichannel Personalization Introduction The omnichannel consumer has arrived. In addition to websites, people can connect through smartphones, tablets, emails, social networks, and contact
More informationWinning in Retail in the next decade. Turn Showroomers and Digital Shoppers into Omnichannel advocates
Winning in Retail in the next decade Turn Showroomers and Digital Shoppers into Omnichannel advocates The Digital Shopper Profile Price-conscious, showrooming, real-time, all time Millennials and Other
More informationIBM Digital Analytics Benchmark. Cyber Monday Report 2013
Report 2013 1 2 Summary U.S. shoppers made the biggest online shopping day in history with a 20.6 percent increase in online sales. also capped the highest five day online sales period on record from Thanksgiving
More informationAugust 2013 Rising to the Omni-Channel Challenge
August 2013 Rising to the Omni-Channel Challenge and Opportunities to Engage Today s Ultra-Connected Customers Rising to the Omni-Channel Challenge and Opportunities to Engage Today s Ultra-Connected Customers
More informationMaximize Sales and Margins with Comprehensive Customer Analytics
Q Customer Maximize Sales and Margins with Comprehensive Customer Analytics Struggling to connect the dots between Marketing, Merchandising and Store Ops? With the explosion of customer interaction systems,
More informationTHE NEW MCOMMERCE REALITY
Streamlining the customer experience with mobile chat. Smartphones and tablets have changed everything: the way we communicate, the way we meet, the way we get around, the way we shop and more. The connected,
More informationThe Rise of Omni-commerce and its reflections on Supply Chain Management
The Rise of Omni-commerce and its reflections on Supply Chain Management Erhan Musaoğlu Çağdaş Yıldız Büşra Kurt The Rise of Omni-commerce and its reflections on Supply Chain Management As of today it
More informationbrought to you by waterfall mobile Retail
brought to you by waterfall mobile Retail This Waterfall Quick6 LookBook provides an insider s perspective into how mobile fits into a retail communication strategy so that companies can execute successfully.
More informationCLOUD SOURCING FOR AN OMNI-CHANNEL WORLD
CLOUD SOURCING FOR AN OMNI-CHANNEL WORLD March 7, 2013 An Industry White Paper Prepared For TradeCard By Patrick Lamson-Hall Managing Editor, Sourcing Journal Online Table of Contents 1. Omni-Channel Retailing
More informationThe Omnichannel Style Guide. Setting Bold New Trends in Retail Engagement
The Omnichannel Style Guide Setting Bold New Trends in Retail Engagement Comprehensive In-Store Solutions For Creating Your Own Omnichannel Style Most retailers have put a lot of thought into their shoppers
More informationSummary. U.S. Retail Cyber Monday Report 2014
U.S. Retail Report 2014 IBM DIGITAL ANALYTICS BENCHMARK 2 Summary Heading back to work, consumers clicked their way to the best deals on which remained the busiest online shopping day of the holiday season.
More informationSPORTING GOOD RETAILERS ebook
SPORTING GOOD RETAILERS ebook On Your Mark, Get Set, Go! Order Management Best Practices for Sporting Goods Retailers Technology levels the playing field to allow small to medium-sized sporting goods retailers
More informationTRANSFORMING THE PAYMENT EXPERIENCE INTO A SALES TOOL
WHITE PAPER TRANSFORMING THE PAYMENT EXPERIENCE INTO A SALES TOOL 7 MARKETING BEST PRACTICES THAT HELP INCREASE INCREMENTAL CONVERSION RATES EXECUTIVE SUMMARY Recent research suggests that few online merchants
More informationAmerican Eagle Outfitters Cross-channel marketing holiday case study
Experian Marketing Services American Eagle Outfitters / Client Case Study American Eagle Outfitters Cross-channel marketing holiday case study American Eagle Outfitters creates a dynamic, cross-channel
More informationDirect Response Marketing on Facebook
Direct Response Marketing on Facebook Driving action online, in-store and in mobile app Summer 2015 1 Table of contents Facebook s direct response marketing solution 4 Best practices 14 Campaign prep 16
More information2015 8 TH ANNUAL GLOBAL SHOPPER STUDY. June 2015
2015 8 TH ANNUAL GLOBAL SHOPPER STUDY June 2015 2015 Global Shopper Study One of the most important insights from the 2015 Shopper s Study is that in the world of channel convergence, shoppers are demanding
More informationECOMMERCE STRATEGEY FOR 2015 HOLIDAY
ECOMMERCE STRATEGEY FOR 2015 HOLIDAY Digital Strategy Team May 2015 LYONSCG White Paper: ecommerce Strategy for 2015 Holiday 1 What 2014 Holiday Trends Tell Us As you plan for the Holiday 2015 sales push,
More informationFACEBOOK BY THE NUMBERS 2015 RESEARCH REPORT. Key findings on the trends and benefits of retargeting on the world s largest social network
9 46456 9378 2478 2478 Retargeting on Facebook by the Numbers 2015 456 2 2478 46 27841 92 29 FACEBOOK BY THE 46 9378 34 8 RESEARCH REPORT NUMBERS 2015 Key findings on the trends and benefits of retargeting
More informationSetting Up Payment Terms for Global Trade: Creative Financing and Invoicing Strategies to Improve Supply Chain Controls and Visibility
Setting retail Up Payment consulting Terms and for industry Global Trade thought! 1 leadership Setting Up Payment Terms for Global Trade: Creative Financing and Invoicing Strategies to Improve Supply Chain
More informationE-Fulfillment Trends Report
E-Fulfillment Trends Report This report explores best practices, common challenges and emerging trends in e-fulfillment nationwide. 2012 Saddle Creek Logistics Services n All Rights Reserved Overview E-commerce
More informationDefining Change: The Essential Value of Organizational Change Management
Going Glocal Executive Summary 1 retail consulting and industry thought leadership Defining Change: The Essential Value of Organizational Change Management The Essential Value of Change Management 2 Research
More informationWhy Retailers Need an In-Store Mobile Strategy
Why Retailers Need an In-Store Mobile Strategy AN INTERVIEW WITH: Dave Sikora Founder and CEO, Digby May 11, 2010 Digby is a provider of mobile commerce and marketing solutions for retailers. The company
More informationMobility in Retail. RapidValue Solutions
Mobility in Retail Retail Industry : Changing Landscape Why Go Mobile? Increased penetration of mobile Increased need to focus on the mobile market. M-commerce growth is outpacing traditional E-commerce
More informationDigital Promotions Drive Holiday Shopping Early print and online promotions impact purchase behavior
Ad Dynamics Perspective TM Digital Promotions Drive Holiday Shopping Early print and online promotions impact purchase behavior Digital disruption it s the phrase that may best sum up the 2011 Holiday
More informationfor Retail One solution connects retail end-to-end, driving growth and fostering customer relationships.
Microsoft Dynamics for Retail One solution connects retail end-to-end, driving growth and fostering customer relationships. Our vision is to empower midsized and enterprise retailers with a seamless and
More information...use your umajination!
...use your umajination! UMAJIN APPS ARE 80% FASTER TO BUILD THAN TRADITIONAL NATIVE APPS Brand-First Mobile Apps Umajin delivers the world s first mobile app publishing platform for digital marketers,
More informationSpecial Report: Trends in Mobile Payment April 2015
Special Report: Trends in Mobile Payment April 2015 Contents Executive Summary Consumers Adopting Mobile Mobile Payment Methods Leveraging Mobile Payments Enabling Your Business 2 Confidential & Proprietary
More informationMulti-Channel Retail Software
Multi-Channel Retail Software In Store. Online. Mobile. Introducing Stratus Retail, the premier multichannel retail software by Celerant Technology. Stratus allows retailers the freedom to run their business
More informationMobile and the New Digital Store
Mobile and the New Digital Store UNCOVERING OPPORTUNITIES IN THE IN-STORE RETAIL EXPERIENCE APRIL 2016 1 OVERVIEW Mobile and the New Digital Store Uncovering Opportunities in the In-Store Retail Experience
More informationDirect Response Marketing on Facebook
Direct Response Marketing on Facebook Driving action online, in-store and in mobile app Summer 2014 1 Table of contents Facebook s direct response marketing solution 4 Best practices 14 Campaign prep 16
More informationIs Your Business Ready For the Holidays? 7 Steps to Improve Your Online Holiday Sales
Is Your Business Ready For the Holidays? 7 Steps to Improve Your Online Holiday Sales 2 7 Steps to Improve Your Online Holiday Sales Every year it seems as if the holiday decorations go up a month earlier
More informationSpa Success Tips to Enhance Every Aspect of Your Customer Experience
50 Spa Success Tips to Enhance Every Aspect of Your Customer Experience Reward your customers with loyalty points based on actions like purchases of products or services. Track customers activities and
More informationBringing Digital into Store, now and in the future
Bringing Digital into Store, now and in the future Neil Adamson Digital Commerce Lead Accenture Interactive Agenda The now An integrated store The future Recent history: multi/omni-channel Multi-channel
More informationCasual Male Retail Group Inc. Big Ideas Solve Tall Orders
Casual Male Retail Group Inc. Big Ideas Solve Tall Orders Big Ideas Solve Tall Orders Launch a Digital Superstore With Casual Male Retail Group Acquity Group builds a sophisticated, multi-brand ecommerce
More informationTaking A Crawl, Walk, Run Approach To Cross-Channel Marketing
WHITE PAPER Taking A Crawl, Walk, Run Approach To Cross-Channel Marketing A Guide to Help Retailers Build a Successful Long-Term Customer Engagement Strategy by Integrating Mobile, Social and Email Marketing
More informationTable of Contents. Copyright 2011 Synchronous Technologies Inc / GreenRope, All Rights Reserved
Table of Contents Introduction: Gathering Website Intelligence 1 Customize Your System for Your Organization s Needs 2 CRM, Website Analytics and Email Integration 3 Action Checklist: Increase the Effectiveness
More informationAdobe Experience Manager integrates with e-commerce platforms for personalized shopping experiences
Adobe Experience Manager: Commerce Solution Brief Adobe Experience Manager integrates with e-commerce platforms for personalized shopping experiences Customers want to experience your products through
More informationHow To Sell A Skirt At Elizabeth Womene
February 2014 Taking the total retail customer experience to the next level Taking the total retail customer experience to the next level The face of retail is changing. While brick-and-mortar stores once
More information2012 State of B2B E-Commerce
2012 State of B2B E-Commerce Executive Summary As digital commerce has transformed all commerce over the last decade, customers have been offered increasing control over their buying experience. Ease of
More informationIncreasing ecommerce ROI:
Increasing ecommerce ROI: How a Sporting Goods Retailer Increased ROI with Amazon Webstore and Amazon Product Ads An Amazon Webstore Case Study With Amazon Webstore and Amazon Product Ads, we are reaching
More informationAmazon Marketing Services User Guide
Amazon Pages are customized landing pages for presenting your brand s products at Amazon.com customized by you, using simple yet professional templates. Amazon Posts lets you publish content to your Amazon
More informationSurvey Says: Consumers Want Live Help
Session Abstracts Optimization Services Track Survey Says: Consumers Want Live Help October 22 nd, 11:00 am Eastern ATG recently surveyed more than 1,000 Internet users who research, apply for, and buy
More informationWebsite Improvements for More Successful E-Commerce
Website Improvements for More Successful E-Commerce FROM LANDING PAGE TO SHOPPING CART Reminders for Today s Webinar Webinar recording & slides: will be emailed to you within 48 hours after the event Discussion:
More informationMETHODOLOGY THANKS TO CONNECTED DEVICES LIKE TABLETS AND SMARTPHONES, THE WAY PEOPLE SHOP IS CHANGING DRAMATICALLY.
METHODOLOGY THANKS TO CONNECTED DEVICES LIKE TABLETS AND SMARTPHONES, THE WAY PEOPLE SHOP IS CHANGING DRAMATICALLY. We aim to better prepare brands for the future of retail. So for the second consecutive
More informationSocial media has CHANGED THE WORLD as we know it by connecting people, ideas and products across the globe.
Social Media for Retailers: Six Social Media Marketing Tips to Drive Online Sales........................................................ 2 Social media has CHANGED THE WORLD as we know it by connecting
More informationHOW TO TURN 9 RETAIL IT CHALLENGES INTO 9 BUSINESS OPPORTUNITIES
HOW TO TURN 9 RETAIL IT CHALLENGES INTO 9 BUSINESS OPPORTUNITIES Intro According to a recent market study on be the main driver of total retail sales Embracing mobility the state of the retail sector that
More informationMobile Devices. & Behaviour. How devices and operating systems influence the mcommerce journey. tradedoubler.com
Mobile Devices & Behaviour How devices and operating systems influence the mcommerce journey Know your phone: the key to effective mobile commerce Mobile consumers are not created equal. If advertisers
More informationBest Practices for Product Recommendations on e Commerce Websites
Best Practices for Product Recommendations on e Commerce Websites Strands Business Services Increasing Revenues by Creating a Personalized Customer Experience The main goal of any e commerce website is
More informationRetail Industry and Mobile Technology
Retail Industry and Mobile Technology Contents Overview... 2 Retail in Omni-Channel World... 2 Technology Bridge... 2 Analytics... 3 Controlling the Shopping Experience... 3 Seamless Experience... 3 PCI
More informationLeaving Money On The Table
10 Ways Retailers Are Leaving Money On The Table Page 1 Let s face it: gaining and retaining customers can often feel like a high stakes match. What s the right balance between what you ll give in the
More informationHow To Create A Customer Experience For Retail
Webtrends for Retail Revolutionize Your Customers End-To-End Experiences Across Digital Channels solution brief JAN 2013 2013 Webtrends, Inc. www.webtrends.com. Webtrends for Retail Revolutionize Your
More informationEXCLUSIVE 2014 SURVEY REPORT: THE OMNICHANNEL CHALLENGE: STRATEGIES THAT WORK RESEARCH
EXCLUSIVE 2014 SURVEY REPORT: THE OMNICHANNEL CHALLENGE: STRATEGIES THAT WORK RESEARCH CONTENTS INTRODUCTION/REPORT SUMMARY... 3 OMNICHANNEL CHECK-IN: WHERE DOES YOUR COMPANY FIT IN?.... 4 ACKNOWLEDGING
More informationCheckout Conversion Optimization Best Practices
Checkout Conversion Optimization Best Practices How to win online customer trust and convert more sales at the final hurdle P2 Why your checkout experience can make a difference P4 PayPal integration tips
More informationOPTIMIZING OMNI-CHANNEL RETAIL THROUGH END USER EXPERIENCE MANAGEMENT
OPTIMIZING OMNI-CHANNEL RETAIL THROUGH END USER EXPERIENCE MANAGEMENT STRATEGIES & REAL-WORLD CASE STUDIES FOR DRIVING EXCELLENT END USER EXPERIENCE WITH ATERNITY WORKFORCE APM OMNI-CHANNEL RETAILING REQUIRES
More informationMILLENNIALS EXPECTATIONS VS RETAILERS PRIORITIES BRIDGING THE OMNI-CHANNEL REALITY GAP TO DRIVE GROWTH A CHASE PAYMENTECH BLUEPRINT
MILLENNIALS EXPECTATIONS VS RETAILERS PRIORITIES BRIDGING THE OMNI-CHANNEL REALITY GAP TO DRIVE GROWTH A CHASE PAYMENTECH BLUEPRINT AT A GLANCE 2015 is the Year of the socalled Millennial (18-34 year olds)
More informationOn Your Mark, Get Set, Go! ebook
On Your Mark, Get Set, Go! ebook Order Management Best Practices for Sporting Goods Retailers Technology levels the playing field to allow small to medium-sized sporting goods retailers to compete with
More informationImproving the Online Shopping Customer Experience
Improving the Online Shopping Customer Experience August 22, 2012 Susan Kleinman, comscore David Sisco, UPS Some Statistics on e-commerce 2 Retail e-commerce spending is up +16% Y/Y, posting $87 billion
More informationEpiserver Digital Experience Cloud Omni-Channel Digital Commerce for Dynamics AX
Episerver Digital Experience Cloud Omni-Channel Digital Commerce for Dynamics AX Power closed-loop digital commerce helping retailers sell online faster and more easily Online marketing and digital commerce
More informationMagento and Microsoft Dynamics GP: Make the Most of Selling Online
Magento and Microsoft Dynamics GP: Make the Most of Selling Online Make every interaction count. Every day companies choose to sell online, but they often jump in before developing a well-formed plan.
More informationIBM WebSphere Commerce
IBM WebSphere Commerce Deliver a seamless and consistent buying experience across digital and physical channels Highlights Drive revenue through increased conversions across channels Deliver an engaging
More information