Post on 22-Jan-2015
description
transcript
A Vision for Multi Channel Retail
in 2010
by
Imtiaz Kaderbhoy
Overview– 3 Consumer Behaviour Trends– 3 Retail Industry Trends– 3 Online/ECommerce TrendsFocus Sessions1. What can established Multi Channel Retailers do to retain
competitive advantage when now "everyone is doing it“? 2. What are the most important things for retailers to get right
in the multi-channel world? 3. How can pure-play retailers such as Amazon compete in a
Multi-channel market? Summation
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What’s happening in the market?
Customer Behaviour Trends
1. Customers now have a voice
2. Social Commerce is the new consumer playground
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3. Consumers now expect choice and convenience
Retail Industry Trends
1. Credit Crunch
2. Mobile Channel is now integral
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3. Experience is Everything
On-Line and E-Commerce Trends
1. Immersive experience will be a key differentiator
2. Checkout Security and Flexible Delivery Options will continue to drive consumer
confidence
3. Vouchers, Discounts and Promotions will be a deciding factor in driving digital
sales.
Focus: 1
What can established Multi Channel Retailers do to retain
competitive advantage when now "everyone is doing it“?
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think before you act, create a clear vision
..to leverage Multi Channel and niche advantages
..to maximise return from every interaction with every customer
..to create a seamless internal management of resources and
customers
….is implementation
Focus: 2
What are the most important things for retailers to get right in the multi-
channel world?
What are the most important activities to follow
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prioritise the plan and deliver the benefit
1. Customer Engagement
Social Commerce is the new consumer playground
What are the benefits for Multi Channel Retailers?
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Communication channels
Communication landscape has changed dramatically
Company to Consumer: Shut up and Listen
Image Source: BK Group
Web 2.0We’re in a 2-Way conversation
…that enables greater understanding of customers wants and needs
…that ensures a Multi Channel Retailer is positioned to maximise the potential of
its channels
2. Channels
Many channels to focus on
..but let’s focus on
The High Street today
1. Easy to access
2. Look, feel and try me on for size
3. I will always help and advise you
The High Street tomorrow
Information and rich experiences will drive in-store innovation
…experiences that will represent true cross channel retailing
…and create brand loyalty and competitive advantage over the pure
plays
..so
Focus: 3
How can pure-play retailers such as Amazon compete in a Multi-channel
market?
Play to your strengths
1. Online/E-Commerce2. Customer Centric3. Innovative Culture4. Technology/Data
..and then innovate into
1. New Channels to market and maybe
2. New Products3. New Customers
4. New Geographies 5. Acquisitions
..to create cross channel customer experiences throughout the entire
buying lifecycle.
produced by Imtiaz Kaderbhoy
Summary
1. 2010 will continue to be very challenging times for retailers and customers
2. It is essential for retailers to engage with customers
3. Retailers need to start creating cross channel experiences
4. Be Agile and Innovate
thank you for readingany questions please contact
imtiaz@rayjconsulting.co.uk
http://multichannelworld.blogspot.com