Magento Omnichannel - PushON
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Transcript of Magento Omnichannel - PushON
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Magento 2: Planning for
Omnichannel Success
Magento at the Sharp End
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What is Omnichannel?
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Definition
Omnichannel is a multichannel approach to sales that seeks to provide the customer with a seamless shopping experience whether the customer is shopping online from a desktop or mobile device, by telephone or in a bricks and mortar store.
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Omnichannel vs. Multichannel
Multichannel
• Channels exist, but act independently
• Little cross-channel working
Omnichannel
• Channels reflect same brand identity
• Single customer view
• Customer consistency across channels
Most brands are here
.. but should be here
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Channels (B2B & B2C)
• Bricks & Mortar
• Wholesale
• Telephone
• Website
• Mobile Apps
• Social
• TV/Radio
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Channel Interactions
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Why Omnichannel?
71% of in-store shoppers who use smartphones for online research say their device has become more important to their in-store experience.
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Why Omnichannel?
One in four shoppers say they'll steer clear of a nearby store altogether to avoid the risk of items not being available.
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Why Omnichannel?
Your Customers Already Do It.
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Developing an Omnichannel
Strategy
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Develop Personas
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Brand Identity
• Develop a brand which will work well across all channels (think particularly about Mobile Apps and tablets)
• Develop clear brand guidelines
• Define USPs
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Define Channels
• Which channels do your customers interact with?
• Where are your customers interacting where you have no presence?
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Devising an Omnichannel
Solution
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Systems Architecture
• ERP/WMS
• CRM/Social CRM
• ESP
• POS
• Payments
• CMS
• Finance
• Analytics
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ERP/WMS
• Single view of inventory across channels
• Single view of customers across channels
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CRM/Social CRM
• Unified CRM
• Single view of loyalty across channels
• A personalised experience throughout channels
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ESP
• Track all information in ESP
• Set up segments
• Utilise automation across channels
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POS
• All order data transitioned to ERP
• All order data tracked in Analytics
• Returns experience
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Payments
• Payment gateway should support Omnichannel appropriate payment solutions
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Finance
• Pricing strategy
• Reporting across all channels
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Data Underpins Everything
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Data Collection
Ensure you adhere to local Data Protection laws
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Analytics Platform(s)
CRM&
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Online
• Track all data in Google Analytics
• Google Tag Manager allows all interactions to be tracked
• Enhanced eCommerce tracks all eCommerce interactions
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Offline
• Track all in-store interactions and tie within Analytics
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Omnichannel & Magento 2
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• Migration Project / Complete Rebuild
• Open Source
• Modern Frameworks
• Modern Architecture
• Best in Class
Magento 2
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Magento 2 – Website
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Magento 2 – In Store
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Magento 2 – Telephone
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Any questions?