©2015

OMNICHANNEL

PATRICK FLANAGANVP, DIGITAL MARKETING@narpole

©2015

mobile.icsc.org

©2015

FROM MULTI TO CROSS TO OMNI

SOURCE: NRF, “Mobile Retail Initiative”

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OMNI AT IT’S CORE IS ALL ABOUT ORDER & FULLFILL FROM ANYWHERE

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MULTI PATH TO PURCHASE IS THE NORM

SOURCE: Telco 2.0 Research

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IF YOU OFFER IT, IT WILL BE USED

SOURCE: iQmetrix

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KEY PARTS OF A RETAILER OMNI STRATEGY

SOURCE: RSR, Omni-Channel; The Long Road To Adoption

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KEY ENABLERS OF OMNI-COMMERCE

SOURCE: Capgemini Consulting

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ENABLEMENT OF OMNI CHANNEL

SOURCE: ARC Advisory Group and DC Velocity

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FULLFILLMENT CHANNELS ARE MULTIPLYING AS RETAILERS CATCH ON

SOURCE: Retail Systems Research, Retail Supply Chain Strategy: The Next Big Thing

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WHY CARE? OMNI = $

SOURCE: Deloitte

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MORE CHANNELS = MORE SPEND

SOURCE: IDC Retail Insights, Satisfying the Omni-channel Consumers Whenever and Wherever They Shop

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OMNI DRIVES MANY KPI’S UP

SOURCE: ARC Advisory Group and DC Velocity

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OMNI CHANNEL SHOPPER ARE BEST

SOURCE: RSR Research

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IT’S TRUE IN THE EU AS WELL

SOURCE: Accenture European eCommerce Survey

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STORES STILL ARE KING IN OMNI SHOPPING

SOURCE: eBay Enterprise, Omni-channel Insights & US Census Total Retail Sales 2014

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WHICH IS DRIVING THE E2B REVOLUTION(eCOMMERCE – TO – BRICK)

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STORES ARE TRYING TO KEEP UP

SOURCE: Deloitte, Store 3.0

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AND NEED TO EVOLVE EVEN MORE

SOURCE: iQmetrix, Designing The Next Generation Retail Places

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BUT STORES AREN’T KEEPING UP

SOURCE: Customer Desires vs. Retailer Capabilities: Minding the Omni-Channel

Commerce Gap – Forrester Research on behalf of Accenture & hybris software

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MIX & MATCH SHIPPING OPTIONS

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KEY FULLFILLMENT TRENDS

Inventory Look In-Store Ship From Store Pickup In Store Vendor Drop Ship

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OMNIEXAMPLES

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AT HOME OR IN-STORE REGISTERY: ex. CRATE & BARREL

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VIRTUAL REGISTRIES: ex. JIFITI

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ONLINE-TO-OFFLINE INV: ex. OASIS

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IN-STORE KIOSKS: ex. Sephora

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IN-STORE PERSONALIZATION: ex. SELFRIDGES

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IN-STORE PERSONALIZATION: ex. NEW BALANCE

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IN-STORE ASSOCAITE APPS: ex. TULIP RETAIL

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SHOPABLE STORE FRONTS: ex. KATE SPADE SATURDAY

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RFID + INTERACTIVE SCREENS: ex. BURBERRY - 121 REGENT ST.

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SMART MIRRIOR: ex. ALEXENDER MCQUEEN

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MOBILE APP AR – ex. TIFFANY & CO.

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IN-STORE ENDLESS AISLE – ex. SAXX

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IN-STORE AR – ex. TOPSHOP

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BOGO: ex 1. CURBSIDE

• YYY

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BOGO: ex 2. COLLECT+

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SAME DAY DELIVERY: ex. DELIV

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SINGLE POINT OF COLLECT, SHIP & RETURN – ex.DOODLE

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IN-STORE DRESSING ROOM DELIVERY –ex. HOINTER

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CHECK IN-STORE INVENTORY FROM THE STORE: ex. 1 BLOOMINGDALES

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INTERACTIVE FITTING ROOMS: ex. REBECCA MINKOFF

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RESERVE FROM HOME: ex. BANANA REPUBLIC & GAP

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ORDER FROM HOME: ex. TARGET

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ORDER AHEAD: ex. SQUARE

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INSTORE + ONLINE POS: ex. SHOPIFY

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IN-STORE EXPERIENCE: ex. URBAN OUTFITTERS

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IN-STORE EXPERIENCE: ex. IKEA

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IN-STORE TRIAL: ex. GU JAPAN

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IN-MALL STORE INVENTORY SEARCH: ex. DigitasLBi

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STORE TO PHONE: ex. HOUSE OF FRAISER

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IN-STORE MESSAGING: ex. SWIRL

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QUESTIONS?COMMENTS?

©2015

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• Recording Package $150 usd

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• Share Sessions with Colleagues

• Compatible with Mobile Devices

icsc.sclivelearningcenter.com

©2015

Course Evaluation

Please Complete Your Evaluation Now.

1. Take Out Your Smartphone or Tablet

2. Go to survey.icsc.org/2015RECON

3. Select this course:

Omni-Channel Presence and Personalization