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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