Watch the webinar at http://pages.nosto.com/opportunitiesinomnichannel-webinar.html

1. Opportunities in Omnichannel: 3 Ways to
Increase Customer Engagement Through
Omnichannel Personalization
Lucas Weber
Product Marketing Manager

2. Lucas Weber
Product Marketing Manager

3. Webinar Agenda
Defining the modern customer journey
3 steps to increasing customer
engagement
Next steps in omnichannel personalization
Q&A

4. Defining the Modern Customer Journey

5. 71% of shoppers who use
smartphones for research in-store
say that it’s become an important
part of the experience. (Google)
90% of consumers said they
expect the customer experience to
be consistent across channels and
devices (SDL)
1 in 3 omnichannel shoppers have
a 30% higher lifetime value than
those who shop using only one
channel.
Source: Google, SDL, PWC
Consumer expectation is unified commerce
90% 71% 30%

6. Omnichannel Environment
Online
store
Social
media
Video
sites
Call
centre
Email
inbox
Mobile
app
Banner
ads
Blogs
Print
ads
TV
Physical
store

7. Connecting the Retail Dots
• Assess your brand needs to
improve CX
• Set unified targets for your
online and offline efforts
• Agree on priorities and a realistic
timeline
• Implement the right tech stack

8. 3 Steps to Increasing Customer Engagement

9. 1. Increasing Customer
Engagement: Defense

10. 1. Increasing Customer Engagement: Defense
Visits physical store
Buys Jeans
Advertisement about
jeans
Location: Stockholm, Sweden
History: Bought a pair of jeans
and matching belt
Lifecycle: Has converted and
starts expressing an interest in
new products
Carole Visits Online store
Views Jeans

11. 1. Increasing Customer Engagement: Defense
Booking travel
“Buy now before it’s too late!”
• Inefficient use of budget
• Poor customer experience

12. 2. Increasing Customer
Engagement: Offense

13. 2. Increasing Customer Engagement: Offense
Visits physical store
Buys Jeans
Location: Stockholm, Sweden
History: Bought a pair of Jeans
and matching Belt
Lifecycle: Has converted and
starts expressing an interest in
new products
Carole
Visits Online store
Views Jeans

14. 2. Increasing Customer Engagement: Offense
Loyalty cards E-receiptsIn-Store kiosks

15. 3. Increasing Customer Engagement:
Be Unique + Live Your Brand

16. 3. Increasing Customer Engagement:
Be Unique + Live Your Brand
Tries on and
buys jeans
Store sends free gift
in the mail
Location: Stockholm, Sweden
History: Bought a pair of jeans
and matching belt.
Lifecycle: Has converted and
starts expressing interest for new
products.
Carole Visits physical store
Email asking for
review

17. 3. Increasing Customer Engagement:
Be Unique + Live Your Brand
”TouchWalls”: Shoppable
online experience in a
bricks and mortar setting

18. Next Steps in Omnichannel
Personalization

19. Next steps in omnichannel personalization
In-Store Personalization
Connect your bricks and mortar
transactional data and shopper
interactions with your onsite
behavioral data to offer true
omnichannel shopping
experiences.
1 in 3 omnichannel shoppers have
a 30% higher lifetime value than
those who shop using only one
channel.
30%
Mobile App Personalization
Have your own native mobile
app? Personalize the shopping
experience directly inside the app,
including content, product
recommendations, and pop-ups.
• Native apps
• Progressive web app
• Single page apps

20. Q&A