Innovation – Insights – Interaction Robert Hadzetovic, CEO of Thalia Buch & Medien GmbH

Multichannel at Thalia.at

Innovation – Insights – Interaction Robert Hadzetovic, CEO of Thalia Buch & Medien GmbH

• Tasks of the multi-channel department

- Online sales

- Mobile sales

- Digital sales

- Coordination of the individual channels (design, development, management and controlling of multi-channel services)

- Social Media

Innovation – Insights – Interaction Robert Hadzetovic, CEO of Thalia Buch & Medien GmbH

Challenges

CoordinationDifferent systemes

Different requirements for controlling various (inkompatible) measurement options

Complex multi-channel services

Channel conflictGoal conflicts

Intern cannibalisation

Different perceptions

Allocation problemsHow much budget for which channel (for

example marketing budget)

Opportunities

•Synergy effectsConfidence in stationary channel can be used

for online channel

Differenzierung möglich

Cost synergies

Market expansion possible

•Customer loyaltyMulti-channel customers are loyal customers

•Risk minimizationDepending on customer behavior (choice of

the channel) decreases in the overall consideration

•New OpportunitiesOptimal service for customers

Innovation – Insights – Interaction Robert Hadzetovic, CEO of Thalia Buch & Medien GmbH

Multichannel-Services at Thalia.at

Innovation – Insights – Interaction Robert Hadzetovic, CEO of Thalia Buch & Medien GmbH

• Order online – pickup in store

Innovation – Insights – Interaction Robert Hadzetovic, CEO of Thalia Buch & Medien GmbH

• Bonuscard can be used in all channels (+ free shipping for online bonuscard customers)

• Order online, return-in-store-service• International gift card (valid in Germany and Austria, local stores, onlineshop and on the Thalia-

eReader-shop)

Innovation – Insights – Interaction Robert Hadzetovic, CEO of Thalia Buch & Medien GmbH

• Flysheet is also available online (products in flysheet linked to the online shop)

Innovation – Insights – Interaction Robert Hadzetovic, CEO of Thalia Buch & Medien GmbH

Free WLAN in all our local stores

Store locator, store detail pages, booksellers profile pages and event calendar

Innovation – Insights – Interaction Robert Hadzetovic, CEO of Thalia Buch & Medien GmbH

Innovations at Thalia.at

Innovation – Insights – Interaction Robert Hadzetovic, CEO of Thalia Buch & Medien GmbH

• Facebook page with more than 57.500 fans with an integrated facebook shop and store pages

• Central Internet logistics (with thalia-branded packaging)

Innovation – Insights – Interaction Robert Hadzetovic, CEO of Thalia Buch & Medien GmbH

• eReading-App for Android, Mobile App (Android and iPhone)

Innovation – Insights – Interaction Robert Hadzetovic, CEO of Thalia Buch & Medien GmbH

• eReaders with integrated eBook-Shop

Innovation – Insights – Interaction Robert Hadzetovic, CEO of Thalia Buch & Medien GmbH

• Twitterwalls in our biggest Thalia stores

Innovation – Insights – Interaction Robert Hadzetovic, CEO of Thalia Buch & Medien GmbH

• Large-scaled QR poster

Innovation – Insights – Interaction Robert Hadzetovic, CEO of Thalia Buch & Medien GmbH

Thank you for your attention!