This short deck was presented at #onlinetuesday in Felix Mertis Amsterdam on 13 November 2013. It talks about the need to develop an omnichannel vision for retailers. Not just the front-end part, but also the fulfilment and the business model behind it. Not forgetting the "attitude" of the staff.
Capturing this opportunity starts with the ability to meet a set of fundamental needs.One way to capture this opportunity is putting the customer at the center of the business. Organizations are applying customer insights to enable new processes for buying, marketing, selling and delivering services. Delivering on this is key to drive growth and competitive advantage — it’s an imperative for any organization looking to capture the full spectrum of value made possible by a smarter planet.Turning information into insights – Smarter AnalyticsOrganizations are taking greater control of information to enable rapid, informed, confident decisions in actions. Connecting and empowering people – Social Business Organizations are capitalizing on social technologies to unleash expertise and productivity across the entire value chain. Putting the customer at the center of your business – Smarter Commerce Transforms how companies manage and adapt their buy, market, sell, and service processes.
In de eerste zes maanden van 2013 gingen volgens het Centraal Bureau voor de Statistiek 4.983 bedrijven op de fles, een triest recordaantal en 14 procent meer dan in dezelfde periode in 2012.Bijna 40 procent van de bedrijven die moest ophouden, zit in de bouw of handel. In de handel zijn het veel kledingzaken, bouw- en doe-het-zelf-winkels en meubelzaken.Bron: http://www.mkbservicedesk.nl
Multitasking/multiscreen – Never really offlineMore loyal to retailers that offer something unique or added value servicesConsider international online competitors if the only difference to base their decision on is priceExpect to be entertained and inspired when they come to your stores and branches – must add value to the transactionExpect etailers and brands to have a physical presence too – even if it is pop-up – or a collection/returns point for onlineExpect marketing, promotions and interactions to be personalised whatever the channel
Digital aspects of the store:Adidas digital shoe wall features touch screens where shoppers can view custom digital content such as product features, live Twitter feeds and videos.Nike also has a digital wall where shoppers can use Nike shoes custom-built with gaming ‘controller’ technology to design art and sound.
Started as an online business in 2004 selling high-performance cyclewearFirst store or Cycle Club in San Francisco in 2011Now also branches in London, Osaka, New York and Sydney.Rapha says its stores have been a big hit with customers, offering a showcase for its clothing but also acting as a place to absorb cycle culture - to drink coffee, join in organised cycle rides and watch major races on big screens. "The Cycle Clubs are conceived as meeting places for road racing fans and great places for like-minded people to hang out," says Rapha's chief executive Simon Mottram. "Rapha is the host of these places and it's great for us to engineer connections between customers, not just between the customer and brand."And he says its stores are also helping Rapha to better understand its customers. "It's hard for brands to engage with their customers in a purely digital way. Rapha store in Sydney, Australia Rapha wants its shops to be more than just places for cyclists to buy spare inner tubes. "That may be fine if your business is only abouthttp://www.bbc.co.uk/news/business-24728406 conducting simple transactions, but if you want to truly connect with a customer and create a deep, ongoing relationship with them, then a physical experience is invaluable.
Instead of having one or several physical locations stocked with a standard, unchanging inventory, the Good Eggs storefront is online, and calls on local farms to deliver only what customers have ordered that day. Good Eggs essentially stocks and empties a grocery store every day, and because its inventory is based entirely on what each customer is ordering, it's a different grocery store every day, too.