Do you? Omnichannel

Which channels do you currently use?

The Channels:

Before you change add channels

CONSIDER THIS

Customer  experience  (CX)  is  the  single  most  exci5ng  opportunity  in  2015  

eConsultancy & Adobe Digital Trends Report, 2015

Customer Experience (CX) can be more effective;

plus you’ll enjoy it more. Make it your

Competitive Advantage

Why care?

Google:  Lines  between  offline  and  online  shopping  experiences  are  blurring.    

But…

Can your existing channels create (or emulate) the same experience?

We Say Yes

Let’s Take a

Step Back

Which are better best?

Doesn’t matter

Omnichannel is about

Experience

not location, technology, or form category

Consider Your Customer

And Their Challenges

Unable to get specific questions answered

No real-time help

Long, tedious self discovery  Non-contextual, impersonal reviews

Trusted advice is elusive  In-store visits reduce convenience  

How Do You Help Them?

 context  is  king  

Understand

Identify

Automate, content-oriented, with a goal to convert to MPTB

Low Propensity to Buy (LPTB)

These visitors won’t buy during

this visit

Identify

Get out of their way; self-service is ultra easy and quick

High Propensity to Buy (HPTB)

These visitors will buy without assistance

Identify & Help

Medium Propensity to Buy (MPTB)

Focus on helping them find what they had a “conditional” intent to buy. Give:

Specific answers, Trusted input, and Human Connection

They Want Help

Medium Propensity to Buy (MPTB)

Visit-based insights

Visitor recognition

Ability to act in real-time

Here’s How You Help:

Reinventing the discovery & shopping

experience is your green field …your opportunity

to differentiate and win.

We have found

New Channels in an

old medium

37.5 MILLION Channels

The biggest UNTAPPED RESOURCE for U.S. businesses

Come Learn about them

Click  the  Radio  

Credits

http://www.slideshare.net/aureliaa/digital-strategy-for-retail-omnichannel-the-hive-think-tank eConsultancy & Adobe Digital Trends Report, 2015http://googleretail.blogspot.com/2012/10/ushering-in-first-nonline-holiday.html http://www.slideshare.net/needleinc/scott-pulsipher-etailwest-2015 http://www.customerexperiencemagazine.co.uk/features/context-content-and-the-customer-experience/ http://www.goldengooseaward.org/ http://news.nationalpost.com/2012/07/25/twilight-of-the-gods-the-internet-of-the-phonograph-age/