Date post: | 12-Feb-2017 |
Category: |
Data & Analytics |
Upload: | acando-sweden |
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Version 0.2
CUSTOMER EXPERIENCE THROUGH OMNICHANNEL RETAILING
RETAIL IS LOOSING GROUND AS DIGITAL FORERUNNERS
LEADERS
SLACKERS
FOLLOWERS
ASPIRERS
Retail
2014Retai
l2016
2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015
4.9 6.8 9.014.3
17.720.4 22.1
25.027.7
31.637.0
42.9
50.0Mdr Kr
75% Checks the delivery terms before placing an order
WHAT IS YOUR CUSTOMER DOING RIGHT NOW?
42% Use their mobile device to research a product or a service
30% Make their purchase in a foreign e-commerce stores
WHAT IS YOUR CUSTOMER DOING RIGHT NOW?
Consideration
Awareness
Evaluation
Buy
Post-purchase
Relationship management
Awareness
GRAB ATTENTION OF CUSTOMER WALKING DOWN OMNICHANNEL HIGHSTREET
CONSIDERATION Consideration
YOUR OFFER RECOGNIZED THROUGH ALL CHANNELS
CUSTOMER COMPARES YOUR OMNICHANNEL OFFERING
Evaluation
CUSTOMERS WON’T LINE UP IN YOUR ONLINE STORE
Buy
POST PURCHASE AS A FOUNDATION TO RETENTION
Post purchase
Relationship managemen
t
INVOLVE CUSTOMERS AND LET THEM BE PART OF YOUR BRAND
UPDATED TARGETS AND ADJUSTED ORGANISATION WILL CONTINUE TO ENABLE GREAT CUSTOMER EXPERIENCE
Retail
2018Retai
l2016
LEADERS
SLACKERS
FOLLOWERS
ASPIRERS