True omni channel commerce growth strategies and Tactics
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© 2013 GoECart Proprietary and Confidential. All Rights Reserved. True Omni-Channel Commerce – Growth Strategies and Tactics 2013 Dx3 Canada Wed, March 6, 2013 A Presentation by Manish Chowdhary, CEO, GoECart
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GoECart CEO details what true omni-channel commerce really entails. The presentation demonstrates how merchants can provide a comprehensive, 360 degree shopping experience for their customers – both online and off and how an integrated front and back end retail solution can help merchants deliver the complete picture from purchasing through fulfillment. It also touches on how merchants can leverage the latest ecommerce, order management, and customer services technologies to deliver a better all-around shopping experience that will build loyal customers who will shop with them time and again. Highlights include: • Understand what customers *really* want • Leverage the major components of 360 degree selling • Deliver the goods on time every time with integrated order management and fulfillment • Build and harness customer community with social media and Web 2.0 • Provide incentives for return/repeat business • Leverage CRM to build better meaningful relationships with your customers • Let customers pay how they want — and make payments easy • Mine for golden nuggets about your business using state-of the art web analytics • Use the latest technology tools to provide new levels of customer service
Transcript of True omni channel commerce growth strategies and Tactics
© 2013 GoECart Proprietary and Confidential. All Rights Reserved.
True Omni-Channel Commerce – Growth Strategies and Tactics
2013 Dx3 CanadaWed, March 6, 2013
A Presentation by Manish Chowdhary, CEO, GoECart
© 2013 GoECart Proprietary and Confidential. All Rights Reserved.
About Me and GoECart
Founded in Feb 2000
Committed to Product Innovation and Client Success (3 patents awarded, 3 pending)
Nominated Best Ecommerce Solution four years in a row.
Featured as a Leading Vendor in Forrester Research 2012 Guide (Selecting Your Commerce Solution Across North America And EMEA)
2012 CQIA Gold Innovation Prize Winner
2013 Stevie Awards Gold Winner for Best Customer Service
Thought Leadership Recognized By Industry Experts:
© 2013 GoECart Proprietary and Confidential. All Rights Reserved.
US Online Retail Forecast
© 2013 GoECart Proprietary and Confidential. All Rights Reserved.
Ecommerce Forecast Highlights
$202 Billion in 2011$226 Billion in 2012$327 Billion in 201610.1%+ CAGR from 2011 - 2016167 million people (53% of US population)
purchased something online in 2011192 million people (56% of US population)
WILL purchase something online in 2016$1,207 average yearly online spending in
2011$1,738 average yearly online spending in
2016.
© 2013 GoECart Proprietary and Confidential. All Rights Reserved.
Customers are connecting with brands and retailers differentlyMore than 50% of mobile phones are now
smartphones
Tablet ownership reached 19% of adult population
68% of online adults have a facebook account; including over 50% of adults over age 68
56% of social networkers have liked, followed or became fan of a brand, product or company
© 2013 GoECart Proprietary and Confidential. All Rights Reserved.
Multi-Channel Customers are More Valuable
Avg. Annual Spend Per Customer
Store Only: XStore + Online: 3.5XStore + Mobile: 4XStore + Online + Mobile: 6X
© 2013 GoECart Proprietary and Confidential. All Rights Reserved.
What Customers Really Want?
Anything (What?)Anywhere (Where?)Anytime (When?)
© 2013 GoECart Proprietary and Confidential. All Rights Reserved.
Top Omni-Channel Challenges
Channel ConflictsPricing ModelsTechnology and Operations
© 2013 GoECart Proprietary and Confidential. All Rights Reserved.
Serious Multi-Channel Commerce is Hard!
© 2013 GoECart Proprietary and Confidential. All Rights Reserved.
Success in Omni-Channel requires achieving best in class experiences both online and offline
© 2013 GoECart Proprietary and Confidential. All Rights Reserved.
Multi-Channel Ecommerce: Critical Success Factors
Web Content Management
Product Catalog
Management
Merchandising
Site Search & Guided
Navigation
Shopping Cart
& Checkout
Cont
inuo
us In
nova
tion
Role
-Bas
ed S
ecur
ity &
PCI
Com
plia
nce
99.9
% R
elia
bility
& O
n-De
man
d Sc
alab
ility
SEO & SEM
Online Marketplaces
& CSEs
Social Networking
Mobile
International (Markets &
Customers)
Contact Center
Payment, Shipping &
Taxes
Personalization
Email Marketing(Targeted 1:1)
Transactional E-mails
Order Entry & Processing
Inventory Management
Fulfillment (Pick/Pack/
Ship/Drop Ship)
Purchasing and Returns
Reporting & Analytics
© 2013 GoECart Proprietary and Confidential. All Rights Reserved.
Retail Growth Strategies In the Era of Anytime,
Anywhere, Any Device Consumer
© 2013 GoECart Proprietary and Confidential. All Rights Reserved.
Leverage the Components of 360° Selling
Order Online – Pickup in Store (e.g. Walgreens Photo)
Site-to-Store DeliveryIn-Store Shopping (Tablets, Kiosks, etc.)Same Day Home Delivery (e.g. Shutl)Digital (Email) ReceiptsOnline Order and Shipment TrackingIntegrated Sales PromotionsSingle View of the Customer
© 2013 GoECart Proprietary and Confidential. All Rights Reserved.
Harness Customer Community with Social Media and Web 2.0 Product Reviews and RatingsCurated Content (e.g. JustFab, ModCloth,
DailyGrommet)Facebook (Likes, Wants, Comments, Gifts,
etc.)Twitter (Deal Alerts, Low Stock
Notifications, etc.)PinterestCommunity Live ChatUser Generated Videos
© 2013 GoECart Proprietary and Confidential. All Rights Reserved.
Provide Incentives for Return/Repeat business
Shipping Club (e.g. Amazon Prime, ShopRunner)
Membership Club (e.g. ShoeDazzle, Birchbox, Netflix)
Loyalty Rewards (e.g. Hotels.com)Exclusive Offers (e.g. Cirque du Soleil)Flash Deals (e.g. RueLaLa, OneKingsLane)Daily Deals (e.g. LivingSocial, Groupon)Auto Re-Order (e.g. GNC)Easy Returns (Online and Offline)
© 2013 GoECart Proprietary and Confidential. All Rights Reserved.
Leverage CRM - Build Meaningful Relationships With Your Customers
Create Customer Personas (e.g. Bargain Hunters, Loyalists, etc.)
Event RemindersRelevant and Timely Marketing EmailsBrand Advocates and DetractorsCustomer Preferences (e.g. Email Delivery
Frequency)High Touch vs. High Tech
© 2013 GoECart Proprietary and Confidential. All Rights Reserved.
Allow Any Payment Methods and Make Them Super EasyCredit CardsStore CardseCheck / ACHGift CertificatesPayPalGoogle WalletAmazon PaymentsPayPal Bill Me LaterLayaway
© 2013 GoECart Proprietary and Confidential. All Rights Reserved.
Mine For Business Insight Using State-of-the-art Web Analytics Average Order ValueTime Spent on Site by Function (e.g. Store
Locator)Number of Pages per VisitMulti-Channel Conversion FunnelsDirect vs. In-Direct TrafficTop and Zero Results Site Search TermsTop ReferrersChannel Attribution
© 2013 GoECart Proprietary and Confidential. All Rights Reserved.
Use Latest Technology to Provide New Levels of Customer Service
Rich Transactional Emails (e.g. Abandoned Cart Email)
SMS Notifications (e.g. Bronto)Sentiment AnalysisMine, Monitor and Respond to Facebook
Comments and Twitter FeedCommunity Live ChatHow-To Videos (e.g. Invodo)Social Q&A (e.g. Disqus)Surveys and Feedback (e.g. 4Q, BizRate, etc.)
© 2013 GoECart Proprietary and Confidential. All Rights Reserved.
Introducing GoECart360°The Ultimate All-in-One SaaS Ecommerce Suite
© 2013 GoECart Proprietary and Confidential. All Rights Reserved.
Thank You!
Manish Chowdhary
CEO, GoECart
Toll-Free: 877-243-3612
Email: [email protected]
Twitter: @goecart
www.GoECart.com
