A multi-disciplinary approach to commerce is uniquely able to provide clients with the full end-to-end commerce solution. By merging strategy and design with the technology and support expertise, we can provide clients with a cohesive solution from vision through implementation. This ensures that the vision is seamless across all channels for a transformed customer experience. By combining the expertise of disciplines, we can create a unique and complete experience for companies seeking digital commerce solutions. Maintaining the relationship between these disciplines under a single practice ensures consistent methodology and ongoing collaboration between groups. The consumer purchasing experience has shifted from one touchpoint to multiple touchpoints. Whether in-store, online, via mobile, tablet, or through social media, we understand how a customer approaches the shopping process. The various touchpoints along the shopper’s journey define the customer experience.

1. OMNICHANNEL
CUSTOMER EXPERIENCE

2. Engaging
Personalisation
Connected
Specific
Quick
Customer
Informed
Impatient
Adapting
Evolved
Smarter
Fussy
Fickle
Mobile
Accessible
Tech Savvy
Enlightened
Always Online
Opinionated
Influenced
Empowered
Busy
The NEW Customer is
On the move Demanding

3. The NEW Customer is
OMNIPotent
OMNIscient
OMNIpresent

6. 60%
“We know that
of our U.S. store
sales are influenced by our customers’
experience on bestbuy.com and
.
of the products we sell online are
picked up in-store.”
50%
– Brian Dunn, Former CEO, Best Buy

7. 76%
“
of consumers researched
online prior to purchase during the holiday
season.”
– Google 2012 Post Holiday Recap

8. Global retail is in a state of disruption
8

9. Disruption: Mobile
9

13. Mobile + Tablet E-Commerce Sales
2012
11%
$25B
2017
25%
$108B

14. 48%
time on all retail websites is
on mobile or tablet

15. Disruption: Social
15

16. Yesterday
Today
Online, 4%
Online, 7%
Webinfluenced
offline, 38%
Offline, 96%
Source: Forrester, Euromonitor and Economist Intelligence Unit
Offline, 55%
Source: Forrester

17. 70%
retail apparel & footwear
sales are web influenced
Source: FORRESTER RESEARCH WEB-INFLUENCED RETAIL SALES FORECAST, 2011 TO 2016 (US)

18. Disruption: Logistics
18

19. Disruption: Data
19

20. Empowered Connected Consumer
20

21. Multi-Device

22. Retail trends
1.
Digital Commerce growing - European e-commerce sales will grow by 78% by 2016, to USD
230 billion (Forrester, February 2012).
2.
Mobile shopping increasing - Shopping on mobile devices in the UK is set to increase by 53% in
the next 12 months hitting £4.5billion (Centre for Retail Research/Kelkoo 2012)
3.
Physical and digital shopping merging - 45% US online shoppers plan to combine
online, brick and mortar and mobile shopping in 2012 (PriceGrabber 2012 Shopping Outlook)
4.
Opinions of others matter – Over 40% of men and over a third of women are more likely to
purchase something if a friend has recommended it on a social network (JWT Intelligence Social
Commerce Report)
5.
Sales associates need information - 47% of customers highlight poor knowledge of Store
Associates as the most disliked experience when in a store. (RIS News 2011 Shopper Experience
Study)
6.
Engaging experiences critical – ‘Fun to shop at’ is one of the key attributes for millennials
when selecting their retailer of choice (Ad Age – How Millennials are Spending their Precious
Dollars on CPGs)

23. How

24. Retailers need to break down the silos…
24

26. Understand Where you are…
Immersive Ecommerce
Ecosystem
Integrated Commerce
Data portability across devices;
relevant experiences for each
device
Transaction Basics
Multiple devices supported (PC
Web, tablet, smartphone)
Limited Ecommerce
PC Web only
No
Ecommerce
Customer-centric connected
commerce; leading edge
capabilities; innovative digital
products

27. How
A multi-disciplinary approach to commerce is uniquely able to
provide clients with the full end-to-end commerce solution.
Traditional Agencies
Strategy
Design
Traditional Systems Integrators
Implementation
Optimization &
Support
By merging strategy and design with the technology and support
expertise, we can provide clients with a cohesive solution from
vision through implementation. This ensures that the vision is
seamless across all channels for a transformed customer
experience.

28. A multi-disciplinary approach
Strategy &
Customer
Insight
Customer
Experience
Business
Process
Technology
Analytics
By combining the expertise of disciplines, we can create a unique and
complete experience for companies seeking digital commerce
solutions.
Maintaining the relationship between these disciplines under a single
practice ensures consistent methodology and ongoing collaboration
between groups.

29. How
Strategy & CRUX
In-Store Digital
Platform Implementations
29

30. Commerce platforms are at the center
of the retail transformations
30

31. Omni-Channel Innovation
The consumer purchasing
experience has shifted from one
touchpoint to multiple touchpoints.
Whether in-store, online, via mobile,
tablet, or through social media, we
understand how a customer
approaches the shopping process.
The various touchpoints along the
shopper’s journey define the
customer experience.
We need to redefine and transform the customer experience.

32. Measure Improve

33. Don’t be afraid to fail
“I’ve missed more than
9000 shots in my career. I’ve
lost almost 300 games. 26
• Lorembeen trusted to sit
times, I’ve ipsum dolor
amet, consectetur
take the game winning shot
and missed. I’ve failed over
– sed do eiusmod tempor
and over and over again in
incididuntis why I
ut labore et
my life. And that
dolore magna aliqua
succeed.”
• Lorem ipsum dolor sit
amet, consectetur
– sed do eiusmod tempor
incididunt ut labore et
dolore magna aliqua
Don’t be afraid to fail

34. Innovate Iterate Innovate
•
•
•
Path to Purchase
– Awareness
– Familiarity
– Consideration
– Purchase
Interaction channels
– Mobile
– Web
– Tablet
– Social
– In Store
– OOH
Services
– Experience
– Strategy
– Technology
– Support

35. Questions?
More info at
– commerce.razorfish.com
– www.neevtech.com