Making the Unified Customer Experience a Reality

MAGENTO WEBINAR SERIES AUGUST 12, 2015

THE CONNECTED CONSUMER

The Connected Consumer

Journey is Evermore Complex

Customer Behavior and Expectations

DELIGHT ATTRIBUTESTHE UNEXPECTED

PERFORMANCE ATTRIBUTESACHIEVEMENT +CUSTOMERSATISFACTION

BASIC ATTRIBUTESTHE EXPECTED

TIME

TIME

CUSTOMER SATISFACTIONBUSINESS AND REPEAT BUSINESS

DEGREE OFACHIEVEMENT

FEATURE EXECUTION

KANO

UNIFIED CUSTOMER EXPERIENCE

UNIFIED CUSTOMER EXPERIENCE

UNIFIED COMMERCE PLATFORM

planning UCP rollouts near term 53%

Change Management….

Organization Technology Metrics

…Seems Daunting…

Organization Technology Metrics

…But Partners Can Help

Commerce Strategy Digital Design

Integration and Customization

Monitoring and Support

Commerce Platforms Order Management

Operations and Fulfillment

Marketing And CRM Services

Where Others Are On the Path

Concrete Ways To Get Started

Unified Inventory

Unified Gift Cards; and…

Unified Payments Methods

Digitally influenced in-store sales

…Therefore, Mobile, Mobile, Mobile

Technology

Unified Inventory

73% expect “click and collect”(BOPUS)

86% return online orders to store

89% view store inventory online

25% won’t buy without

Ten Thousand Villages

Ten Thousand Villages Objectives

Influence sales in store

Display in-store inventory online

Display “Store Only” inventory online

Unified Payment Options

Ten Thousand Villages

Mobile - Purchases and Influence

Responsive Site

Mobile App

Digital has HUGE influences in-store

“Showrooming” helps retailer most

Note: Mobile Transactions grew 10% in past 3 months

Mobile Funnel is Changing

Mobile Funnel is Changing

Mobile Funnel is Changing

Beauty Counter Objectives

App for consultants to place orders

Seamless integration with ecommerce

Seamless integration with other key systems (commissions, events, etc.)

IOS and Android; Standard APIs

Cross-Platform App

Integration with Ecommerce

Orders, Shipping & Payment

rolling out new POS technology

70%

MILLY Objectives

Seamless integration with new POS

Responsive design vs M-Dot site

Orders from stores or warehouse

Returns to store or warehouse

Metrics

LISTEN TO THE CUSTOMER!

Analytics & Data-Driven

Source: Monetate EQ4 2014

HUGE VARIATION BY CATEGORY

1/5 of fashion shoppers influence nearly

70% of the purchasing power.

Organization

consolidate consumer facing IT

90%

Examples of Challenges

Sales Attribution: •  Shadow P&Ls?

Reporting: •  Data warehouse and analytics?

Organization: •  Consolidated customer-facing IT?

•  Vertical or horizontal integration

UNIFIED CUSTOMER EXPERIENCE

UNIFIED CUSTOMER EXPERIENCE

UNIFIED COMMERCE PLATFORM

UNIFIED CUSTOMER EXPERIENCE

UNIFIED COMMERCE PLATFORM

UNIFIED CUSTOMER EXPERIENCE

THANK YOU

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