Omni-channel is more than “Connecting the channels” Its blending the channels. Get in touch, if any help needed. An expert in #retail #technology #digitilization #eCommerce.

1. OMNI-CHANNEL
CREATING A GREAT CUSTOMER EXPERIENCE:
ANY PLACE, ANY TIME

2. WHAT IS OMNI-CHANNEL?
‣ IN-STORE
‣ WEB
‣ SOCIAL
‣ MOBILE
‣ TRYING IT ALL TOGETHER

3. WHAT’S OMNI-
CHANNEL
SEAMLESS EXPERIENCE ACROSS
CHANNELS AND TOUCH POINTS
Anytime, any place, anywhere

4. EVOLUTION - CUSTOMER JOURNEY
Single Channel Multi- Channel Cross- Channel Omni-channel

5. RISE OF THE CONNECTED CONSUMER
▸ Information-hungry
▸ Price-savvy
▸ Mobile empowered shoppers
▸ Expect a one-screen
▸ One-store
▸ Consistent experience across retail
channels and touch points.
Connected
and
empowered
Time Poor Fickle
Socially
connected
Environmentally
aware
More Informed
Its more than “Connecting the channels”
Its blending the channels.

6. WHY OMNI-CHANNEL
Multi-channel is
the new norm
Rise of Social
Media
Mobile
commerce
Online
Shopping
>50%
>78%
>38%
>15%
Of customers make multi-
channel purchases
Of customers trust peer
recommendations
Of smartphone users
have bought online
Growth over 35%

7. Omni-channel is accelerated by the rapid rise of mobile shoppers.
4 out of 5 consumers use their smartphone to shop

8. HOW ARE SHOPPERS
USING THEIR
SMARTPHONES
LOOK FOR SALES AND SPECIALS
CHECK STORE INFO
LOOK AT PRODUCT REVIEW AND RATINGS
COMPARE PRICES ON AMAZON
CHECK OUT AN ONLINE STORE FOR CERTAIN PRODUCT
LOOK AROUND AT ONLINE RETAILERS
USED A SITE THAT PROVIDES COMPETITIVE PRICES
MADE SURE THAT THE STORE HAD A PRODUCT
PRICES OF CERTAIN PRICES ON A RETAILERS SITE

9. WHAT DOES ALL THIS MEAN?

10. = ?
SOCIAL
MOBILE
WEB

11. NO

12. 74% of shoppers that visit a
site or app for a retailer or
brand make a purchase
Preferred purchase channel:
In-store 75%+

13. EVOLUTION OF THE STORE
+ + +
THE PAST STORE THE RECENT PAST THE PRESENT AND FUTURE

14. SHOPPERS ARE MORE LIKELY TO DO BUSINESS WITH
A RETAILER WHO RECOGNIZES THEM AS INDIVIDUALS
THROUGH SOCIAL MEDIA AND INCORPORATES THEIR
UNIQUE EXPERIENCES
Consumer Reports Survey: Phone Buying Experience

15. CASE STUDY
Sephora use mobile at every turn to
enhance their customer’s shopping
journey both online and in-store
“[Shoppers] want entertainment and
they are not thinking about channels,
expecting retailers will make it as easy
as possible for them… over 80% of
shoppers use mobile before and after
their shopping trip.”
Mary Beth Laughton,
Senior Vice President of Digital for Sephora.

16. CASE STUDY

18. CASE STUDY
But unlike traditional customer
loyalty programs, Starbucks has
made it possible to check and
reload your card via phone,
website, in-store, or on the app.
Any change to the card or your
profile gets updated across all
channels, in real-time.
Standing in line to get a coffee and
realize you don’t have enough on
your balance? Reload it and the
cashier will know it’s been updated
by the time you swipe your card.

19. IKEA clearly gives
the customers an
omni-channel
experience by
providing a update
on offers, events,
stock updates,
delivery schedules,
and more

20. Helps customers
plan in advance.
Print or email a
shopping list and
even buy online.
The stock levels are
labelled with a
predictive index.

21. Lets get in touch, if you need a better solution ;)
www.linkedin.com/in/rahidkader