Paper sobre Quiosques e Self Service no Comércio, Retalho, Hipermercados
O Futuro do Retalho será no Omnicanal - Distribuição Hoje · 2019-10-22 · O Futuro do Retalho...
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InRetail – It’s all about YOU O Futuro do Retalho será no Omnicanal Antoine Blanchys | General Manager MEDIAPOST PORTUGAL
Transcript of O Futuro do Retalho será no Omnicanal - Distribuição Hoje · 2019-10-22 · O Futuro do Retalho...
InRetail – It’s all about YOU
O Futuro do Retalho será no OmnicanalAntoine Blanchys | General Manager MEDIAPOST PORTUGAL
“The most important part of our customer journey is the last 10 feet”Tim Brown President & CEO Nestlé Waters
App
WebsiteBlog
Transformação digital…
Single Customer View
+Engagements
+ Insights
+ Resultados
FacebookInstagramSnapChatWhatsapp
Email Above the line
Point of Sales
Que traz disrupção
+Fidelização dos clientes
+ Frequência de consumo
+ Cross-sell
App
WebsiteBlog
FacebookInstagramSnapChatWhatsapp
Point of Sales
Above the line
Difícil com os canais separados
Your BusinessYour Customers
Solução de journeys omnicanais
… onde se mede o impacto efetivo
4 perguntas essenciais
Conhece quem sãoos seus clientes?
Em que fase no journey se
encontram eles?Está a aumentar
engagement e avançá-losno Journey?
Estão a medir o impacto efetivo nos
seus negócios?
*Transforming Customer Experience: From Moments to Journeys, 2013
Journeys are stronglycorrelated with business outcomes.
+36%Customer
satisfaction
+19%Likely to
stay/renew
+28%Willingness to recommend
+33%Less likely to cancel/churn
Pay-back: 4 a 8 meses
A personalização é um elemento essencial de Engagement
Know Me Guide Me Make My Journey Effortless
Bring the Whole Team to Help Me
Os desafios do retalho… Fidelizar
App
WebsiteBlog
FacebookInstagramSnapChatWhatsapp
+ Frequência de contacto
+ Relevância
Above the line
Point of Sales
Onde a personalização é chave para vencer a saturação publicitária
Personalização de conteúdo
Homem Mulher Crianças
Retail: propostas comerciais Real Time e personalizadas
Scans In App Ecommerce
In Store
95,00-4.0091,00
E funciona…
Click Facebook Ad
Newsletter Sign-up
Personalized Content Email
Mobile Opt-inDownload App
Contact Customer Support
Evangelize on Facebook
Support Issue Resolved
First Purchase
Cada pessoa tem o seu próprio caminho
Clientes Salesforce Marketing Cloud
Technology Financial Services & Insurance
3.1BAPI calls
in a month
100TBstored by a
single customer
21Bmessages sent
in a month
99.96%product uptime
Travel & Hospitality
Internet & eCommerce
™
Retail/CPG/ Sports
Communications & Media
Marketing Cloud Drives Marketing ROI
Source: Salesforce Customer Relationship Survey conducted March 2015 - May 2015, by an independent third-party, Confirmit Inc., on 4,600+ customers randomly selected. Response sizes per question vary Salesforce Predictive Intelligence Benchmark Report conducted 2013 on 140 million interactions sent by Marketing Cloud customers.
Average Percentage Improvements Reported by Salesforce Customers
Increase in Marketing ROI
+ 43%+ 40%
Increase in Revenue Influence
+ 41%
Lift in Conversion
Lift in Revenue per Web Session
+ 53%
+ 46%
Faster Campaign
Deployment
Quoty… esteja perto dos shoppers portugueses
3,5 Milhões de page views de
por mês
100.000 downloads
