Omni-channel Best Practices How Retailers can Survive in an Omni-Channel World Jorij Abraham.
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Omni-channel Best Practices How Retailers can Survive in an Omni-Channel World Jorij Abraham
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Transcript of Omni-channel Best Practices How Retailers can Survive in an Omni-Channel World Jorij Abraham.
Omni-channel Best PracticesHow Retailers can Survive in an Omni-Channel World
Jorij Abraham
© Unic - Seite 2
Agenda
• Introducing Unic
• What is Omni-channel Management?
• One of our Best Practices
• Three Characteristics of Omni-Channel Players
© Unic - Seite 3
Click to edit Master title styleWe increase our customers’ success in e-business.
Mission of the Unic Group
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A Selection of Our Clients
Retail B2BFashionB2B2C ConstructionFashion
enthusiastic about our valuable customers...
What is Omni-Channel Management?
© Unic - Seite 6
From Single to Omni-Channel
Single channel Multi-channel Cross-channel Omni-channel
Experience Single touch point Channel act alone, experience differs
Channels strengthen each other Experience is aligned across all channels
Proposition Allgned Different assortment, prices services
New services: C&C, in-store home delivery, etc
Unified brand, service, assortment
Focus - Learn Grow Make profitable
Organization One organization Separate eCom. Unit eCommerce unit becomes part organization
Integrated channel management for communication & commerce
Technology One platform Systems are silo’s Logistics, assortment & CRM are integrated
Shared platform for all channels from web, to mobile to cash register.
© Unic - Seite 7
Commerce + Content = Experience
Commodity€ 0.01 – 0.02 / cup
Product€ 0.05 – 0.25 / cup
Experience€ 2.50 – 5.00 / cup
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From Content, to Commerce, to Experience
Single channel Omni channel
Management Of a channel Of the customer journey
Selling A product An experience
Optimization Fact , usability driven Emotionally driven
Focus On selling On informing, educating and entertaining
Architecture Content & sales resides on one site Distributed across many sites
Media Text and images Video, augmented reality, …
Communication Sending information Interacting with the customer
Critical success factor Price Brand
Three Characteristics of Omni-Channel PlayersNPS, Architecture, Speed
© Unic - Seite 10
The Net Promotor Score (NPS)
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Integrated Customer Centric Architecture
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Unic B.V.
De Ruyterkade 124
1011 AB Amsterdam
Phone +31 20 531 48 80
www.unic.com
Unic N.V.
Arenbergstraat 44
1000 Brussels
Phone +32 2 274 10 90
www.unic.com
Unic Benelux
© Unic - Page 13
Jorij AbrahamDirector of Consulting
Axelle LeroyMarketing Manager Benelux
Jos StrijboschSenior Account Manager
Igor CorversDirector Sales & Marketing
