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Omnichannel - Transforming Performance Through Best Practice

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First Retail Group's presentation at the 2016 Retail NZ conference. A deep-dive into consumer trends, key success factors and prioritisation for retailers developing and enhancing their omnichannel presence.

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Omnichannel - Transforming Performance Through Best Practice

  1. 1. % Igfefñ ERFORM Q. šá O: la 1 l . _ L ' J? 'l' r o. l o l ,, E '“ ICE FlRSTRETAlL
  2. 2. o. wa šssion Focus Why OmnicnanneLQeeds to be front & centre in yourTetaiL strategy "~` How leading retai/ers are establishing & de/ivering best-practice princip/es , __ l, * A. i J' X `g OMNICHANNEL - TRANSFORM/NG PERFORMANCE THROUGH BEST PRACTICE
  3. 3. [En] __, ., Meet the Purposeful Consumer ` - Decisions increasing/y likely a i made before visiting stores v a ~ - Consumers looking for range 8: dífferentiation - Certainty a convenience are emerging key factors _ Trend spans age groups & demographics f? u*- @ OMNICHANNEL - TRANSFORMING PERFORMANCE THROUGH BEST PRACTICE FIRST
  4. 4. :«:,s::yirn::': Hit: 3:: “tuna -b 'o' /' o T:: :im :I ;gy I: :ang: mvafiiųg” "' ..k 1 _ Ki'. J; ,x ::i«vi,a1s*`v:i<: HII?: :Fish :dual 313313 `_ ` i ` kgfgülq i: w: 41.2:: ..ajiua .mir á , i . y 31:15« fülâkälü; 5131125): ` l / âvlkqätqíjljkw::` íz- lçyraliçv ,âiasrrcitmxig . iuöáãclüaiyiv _âilrftí“'"š«gí=` , as .iíáíaiflfāl w:: 71157« .msi ëlm um. ` . a , A* l: ümit:: :ų g 1 ixųggv .mg *amr -d V
  5. 5. i .r Why Omnichannelišii/ital ~ -' - Absolute need to be 'on-radar' / with all Consumers “ i - Bein partof the consideration ;i i set or those wdnting to buy J - /mportance in reaching beyond tradtion ol imarkets - Maintaining market relevance & supporting customer succession 'Ili F* A OMNICHANNEL - TRANSFORMING PERFQRMANCE WROUGH BEST PRACTTCE FIRSTRETAIL
  6. 6. _ ` Best Practice ln Action -john Lewis XV f . 3" " , i a ~ i . o v . ' I i. i 40/p of the group s sales came from g l i, 12:/ .- , online orders l; J . š'~'-= a 39% S Grou sales UP 7%* as the chain g 2 h n -- grab ed market share from riva/s 1 à; i* l ,I .Online sales,u 8%_ as consumer ii x r increasing/y b end interactions ' g - , _ ' ' 'V p, 'r -'L/ "llilā-'útr' T; f-?êp - Q ' T: - Shift to mobile .browsing & ordeoring “vya ,ja mag? s.. .___ with orders from devices UP 31 A; -qu-.gíig/ ųçggniça- v! 335 il” _r,-,~_ ui 'A a ' in (hr sir umei'. h? januaiy22oló *l n. :j: ` I . ' ç :f: ku.? OMNICHANNEL - TRANSFORMING PERFORMANCE THROUGH BEST PRACT/CE F|R$T
  7. 7. :o' ' :uusi-ut i: 'üluncíila Customer Facing :im T:- vlhlnnlàlālln, JF" v« . T? Hurail :mwa: :fit "MI n _'.' la! IWInVIl*_'f;I4|iWIAVI:!, H?” mimi. .'I.!1r`.;šf ` T 5:* . . V t., e:: i Ilmmul:: :Il: Lüizăhüfāi” ;tu Ibl which; %ya .x .. gnnlonnlçr V uma:: f'. Operational Logistics 5/9" Ina« :šqpnaflanuvz: ;v-àiíšEF/:ktrf NI.
  8. 8. U i ia' J âtdfäāsëiiuăt “jili *ëitųâiüsâ 'čitíië .` I w!
  9. 9. Retail Environment - A brand, cuture & store format consumers aspire to be part of - Differentiation in (ange, service, & shopping experience - De th of connection & re ationship competitors can't top - Customer centricity that shapes everything the store does 'f OMNICHANNEL - TRANSFORM/NG PERFORMANCE THROUGH BEST PRACTICE F|R5TRET,A|1
  10. 10. | ,- . A ,» A. 7`~ I :tg i:-i~'-i:i'i: J:: -:.:.:ioi:1_«I!: ,y . . /_ , . l t '- , 'fitu hii .i': :mv 121751: I? "siki , ,, *'* . 7 _.' ç. 4 t * Wi: :a i':': 't ' I"l a' ::MH I`I au t' // ;`":.' T; i'i.II.':;;I "i i' im :il/fy ` ,z , .“I Miti; ':(l:."/I`I'-`l i: J' ' ichi:: _.;"i.i* ,Ti ' Ihāl a :M t IāI"'â[_1H«5}.: il? . i í'iI:"i_I:': i'Iii:4'.r~is;1i:i=.-: ' ' ivi Hili: Hr: :fi Hizi/fy i' I ' '/ lv ' 'a' mia; ;i 'r i 7;'3:r;~Ir{i~ M . A p- i Lñäähi 7 l 'II
  11. 11. Social Media Relationships v” _ Fresh, consistent& relevant ' c . content reach/ng consumers ' a _ Relationship & persona first - s» promotion must be secondary - Celebrate & love customers as they are our best advocates - Dynamic, tactica/ Initiatives to maíntain connection -ųų OMNICHANNEL - TRANSFORMING PERFORMANCE THROUGH BEST PRACTICE FIRST
  12. 12. -L .x lnstore Digital lnterface - Drive consumer acceptance & .. lfam/liarig/ with e-channe/s - Benefit rom the depth & breadt endless aisle delivers - Capture & convert customers from outside usua/ catchments - ely to managing location re tance & managing risk OMNICHANNEL - TRANSFORMING PERFORMANCE THROUGH BEST PRACTICE F|R$TRETA|L
  13. 13. 'f i ..rnítšilviai f M.” l f” ,IHI nrm! y' l.] r: .yganzi 'iya' " .sita/Ina 'are r 1.45' 'iki %kišlàëvšnfäv J' ':á_:g._ll:i ~ -.,. , , s« . , šllãlãçllbWXv wiem: :kwa: : : ,nr u . ,a '(55 ggüiçwāk: I l” ..':Ičiñ`*;-I.j`i“ rLI "*i:i':'4i:':/í(,; ".x;a'.".IiilI:J"' g-,u-'uu a _,_ .. .... a ..,._.«., :r , l 11350:: :a: o "é 37* : :/»."T"'I.'}_:. i. '5 ' t) v j: . ._'.i:::r mi:: : 1*”/'»;' ni? ~ji:.tw n' ::y , ' .mgyi-zrrért* -I V
  14. 14. i lš'?iā"v?lüí-`l'llëílk .tega 'y, 51 - ar: , .mgpzzrrerr `| v
  15. 15. .».'.'..'~' NMG' 'I 'S ':,'I.f ;mji J), i. 15:4. ntciliųišilliy :':,' n:: ji III' ;i . 1.14. I! ir:;. ty: .(ii«*i::: n 5{;I_f`ll.`, *ufly/:II: "í'.`,'_'l I`_"~.. :f: J« :r l fi:: :anas/i: '!':..f,«:í;w y:: ` / r "hl-šl'. ili.] í'l”á-íI-“l;": mim: -~ 'âfjhlzçi._"i r 3;I":;í,II'v -nųgi Juu:: :lami 35.17" 1 “J mtu:: íl fl: i: ::r ~ atnsliiünáll' 5' n Lirulll l uasnll!" k Ià'. x l 'T s« e à ā z' ,,, .aiaëaçéáeší -li
  16. 16. 1» l Efficient Logistics - Trusted, reliable delivery partners reflecting your brand & values - Proactive strategy minimising & managing returns - Strong Communications managing issues & maintaing goodwill - Leverage simple technology solutions to streamline OMNICHANNEL - TRANSFORM/NG PERFORMANCE THROUGH BEST PRACTICE F|R5TRET,A|1
  17. 17. .-' Optima/ User Experience t” - Designed around your customers abilities, needs & expectotions . - Clean, detailed product imagary& ,. 'L " information to assist buyers » ' g - Validating features are _ fundamental - such as reviews, etc - An equa/lyfulmlling experience on . , , ' mobile devices. . _ . * ni" i 'T' ; l L .. L!- 44: OMNICHANNEL - TRANSFORMING PERFORMANCE THROUGH BEST PRACTICE F|R$T
  18. 18. kiti.. ., . _ m' I ,i 124., 9 raucñg' .Ti . hii lyf' l~. "T . ».i“','. I?, u `, ~ ::yk * "L ' ~";. ` ":“"':~~, ki' `"`I ;by Wi. I i _:" ... = - o “` . t ' 'n, i ~ exsvir-,i » k. '}1"."`“`l" “Hip "lsxpvíym " `ii . fm* ~' ' '* 12 v:: t r u. , ~' 5' ` (c. ._ a ,Wi . g` 1'. “n l! Na; .. k' '~ a ~l~ ` Qg` ES?: _ A af". y., ` ' slp., "')!`n "` wlfš In« I ` F .` K. ` :`1 `a|:k`l;`1]“í*s{ų_ .. ųl
  19. 19. _ Is» (n. TET* `“ ln Summary Inte rated Strategy - Digital initiatives nee agile, collective planning Customer ;Centricity - understand your market, then shape the offer Go Wide - Don't constrain your thinking or marketplace Differentiate - Brand, experience, environment, products Be An Exemplar - Scale & apply k ų -/" y. best practice to drive success - x OMNICHANNEL - TRANSFORMING PERFORMANCE THROUGH BEST PRACTICE F|R$T
  20. 20. Questions i? i *T k ' Get in touch i_ chris@f7rstretailgroup.com ` Stay in touch ' _ h; ja'- linkedin.com/in/chriswilkinson1 i T. _ i, Learn more about us _ p. v ñrstretailgroupcom "H H * g , . l' i ` “ l OMNICHANNEL - TRANSFORMING PERFORMANCE THROUGH BEST PRACTICE F|R$T

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