What is Omni Channel Retail? Why do we need omni-channel strategy? How to implement omni-channel strategy? Why do we need omni-channel supply chain strategy? How to implement omni-channel Customer service strategy? What is the role of creativity and innovation in strategy?

1. Omni-channel integration in the modern
retail era: Strategy related factors
By Kholoud Fadel
Kholoud Fadel
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2. THE NEED
FOR
STRATEGY
IN BUSINESS
Kholoud Fadel
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3. WHAT IS OMNI CHANNEL RETAIL?
Omnichannel management” is
“the synergetic management of
the numerous available
channels and customer
touchpoints, in such a way that
the customer experience across
channels and the performance
over channels are optimized.”
Kholoud Fadel
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4. WHY DO WE NEED OMNI-CHANNEL
STRATEGY?
An omni channel retail
strategy is an approach to sales
and marketing that provides
customers with a fully-integrated
shopping experience by uniting
user experiences from brick-
and-mortar to mobile-browsing
and everything in between.
Kholoud Fadel
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5. HOW TO IMPLEMENT OMNI-CHANNEL
STRATEGY?
Feedback from your
customers on your website
Social Tools
Lead capture landing
page
Newsletter research
Get to Know your Customers
Kholoud Fadel
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6. HOW TO IMPLEMENT OMNI-CHANNEL
STRATEGY?
Choose Channels Wisely
Use the
research
conducted
about the
customers in
the first step.
Find out their
channel
preferences.
Find out what
platforms
your
customers
frequently
use
Find what
devices they
use to
browse.
This way you may
get more leads
and more
conversions,
which will
inevitably get you
better sales
results.
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7. HOW TO IMPLEMENT OMNI-CHANNEL
STRATEGY?
Each buyer journey is
different and should
receive individual
attention
The content should be
designed to match
customer habits and
support
Getting personal with
the customers
Showing relevant
information to customers
like the discount that
they can get during the
purchase
Match content with context
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8. HOW TO IMPLEMENT OMNI-CHANNEL
STRATEGY?
Departments in the company shouldn’t
operate independently
Marketing, sales and customer service
should all work as one
With that kind of transition, the
organization allows clear expectations
and communication between teams.
Be Agile
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9. HOW TO IMPLEMENT OMNI-CHANNEL
STRATEGY?
Integrate Technology
CRM –
Customer
relationship
management
Analytics and
data
visualization
solution
Video/ Web
conferencing
solution
Email service
provider
Print materials
and solutions
Marketing
automation
platform
CMS – Content
management
system
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10. HOW TO IMPLEMENT OMNI-CHANNEL
STRATEGY?
Responsive website & Investment in
customer support
Customers access the brands through all
devices, and channels. The content should be
displayed in high quality no matter the device
used or screen size
Customer support is the cornerstone in the omni-
channel strategy. “67% of customers have quit a
brand because of bad customer service. But
only 1 in 26 unhappy customers complains”-
Kolsky
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11. HOW TO IMPLEMENT OMNI-CHANNEL
STRATEGY?
Last step: Measure the efforts &
Integrate the findings
Measure the efforts
Analyze and compare
results from different
channels
Create measurement
strategy built around
metrics, behavioural
tracking and
comprehensive analytics
report
Integrate the finding
share feedback with everyone on your
team: from marketing, to customer
service, to product developers, and
website managers.
Does my social strategy support my
web strategy?
Does my email strategy support my
social strategy?
Does my web strategy support my
mobile strategy?
Kholoud Fadel
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12. HOW TO IMPLEMENT OMNI-CHANNEL
STRATEGY?
Outcome of omni channel implementation
strategy
Highly
empowered by
more data and
better
integration
between their
communication
channels
clear visibility on
all of your
initiatives, and it
turns customer
behaviour and
feedback into
insights you can
act on
Target every
customer to
offer value and
support.
Better customer
retention,
stronger brand
loyalty, and
higher
revenues.
Kholoud Fadel
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13. WHY DO WE NEED OMNI-CHANNEL SUPPLY
CHAIN STRATEGY?
Omnichannel works:
1.When the supply chain
extends beyond the store
2.When treating inventory
as an extension of the
real-time, singular view
the company has of its
customers.
Transforming inventory into
a flexible and data-driven
process -- one that requires
stores, online
operations, warehouses,
suppliers and shipping to
all work on one page
Target outcome
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14. HOW TO IMPLEMENT OMNI-CHANNEL SUPPLY
CHAIN STRATEGY?
Get rid of silos
Seek technology and
technological help
Focus on inventory
management
Find new ways to deliver
The need for omnichannel
capabilities is a major
force affecting modern
supply chain
management. Here are
four ways to get strategic,
so you won't be left
behind
Kholoud Fadel
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15. WHY TO
IMPLEMENT
OMNI-
CHANNEL
CUSTOMER
SERVICE
STRATEGY
•Know me!
•Show me you know me!
•Value me!
•Enable me!
Customer Expectation
Customers Have Higher Expectations, More
Power and Choice
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Kholoud Fadel

16. HOW TO
IMPLEMENT
OMNI-
CHANNEL
CUSTOMER
SERVICE
STRATEGY?
Insure mobile services optimization
Improve your social media response time
 Self-service is the new customer service
SMS works across industries
Live Chat can improve sales
Email is still a customer service leader
Test and try!
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Kholoud Fadel

17. WHAT IS THE ROLE OF CREATIVITY
AND INNOVATION IN STRATEGY?
The companies creating
new knowledge faster
than their competitors
will have a competitive
advantage
Innovation in strategy
creation
Innovation in strategy
execution
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Kholoud Fadel

18. THANK YOU!!
To be strategically innovative &
successful, just keep this in mind!!
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Kholoud Fadel