engaging todays omnichannel customer - dean afzal

36
ENGAGING TODAYS OMNICHANNEL CUSTOMER

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Page 1: Engaging todays Omnichannel Customer - Dean Afzal

ENGAGING TODAYS OMNICHANNEL CUSTOMER

Page 2: Engaging todays Omnichannel Customer - Dean Afzal

WHO ARE THESE OMNICHANNEL CUSTOMERS?

Page 3: Engaging todays Omnichannel Customer - Dean Afzal

WE ARE!

IPTV

Web POS MobileCall Center

Social

Print

@

Email

Page 4: Engaging todays Omnichannel Customer - Dean Afzal

+TODAY’S MILLENIALS

IPTV Social

Page 5: Engaging todays Omnichannel Customer - Dean Afzal

INTERESTINGTRENDS

Page 6: Engaging todays Omnichannel Customer - Dean Afzal

6

MOBILE FIRST …

Page 7: Engaging todays Omnichannel Customer - Dean Afzal

7

PREFERENCE CHANGES …

Page 8: Engaging todays Omnichannel Customer - Dean Afzal

8

B2B CHANGES …

Page 9: Engaging todays Omnichannel Customer - Dean Afzal

9

EXPECTATIONS …

Page 10: Engaging todays Omnichannel Customer - Dean Afzal

SO HOW DO WE ENGAGE?

Page 11: Engaging todays Omnichannel Customer - Dean Afzal

UNDERSTAND YOUR CUSTOMER … USE

DATA

Page 12: Engaging todays Omnichannel Customer - Dean Afzal

PROFILEIM

PLI

CIT

EX

PLIC

IT

RELEVANCE

NORMALIZATION

ENGAGEMENT

LISTENING

BROWSE

CLICK

OPEN

CLOSE

IGNORE

WALK-BY

HOVER

BUY

REGISTER

SUBSCRIBE

RETURN

COMPLETE

SEND

SHARE

EVENTS FROM

TRIGGERS TO

Page 13: Engaging todays Omnichannel Customer - Dean Afzal

ENABLE CONSISTENT EXPERIENCES ACROSS

ALL CHANNELS

Page 14: Engaging todays Omnichannel Customer - Dean Afzal

PERSONALIZE ENGAGEMENT … MAKE

THEM FEEL SPECIAL

Page 15: Engaging todays Omnichannel Customer - Dean Afzal

WHAT THEYHAVE DONE

WHAT THEYMAY DO

WHAT THEYARE DOING NOW

REAL-TIMEINDIVIDUALIZATION

PRESENTATION OF RELEVANT CONTENT

ACROSS TOUCHPOINTS[ SITES, APPS, ADS, EMAIL ]

THE CUSTOMER

Page 16: Engaging todays Omnichannel Customer - Dean Afzal

CONTEXTUAL AND RELEVANT OFFERS … IN

REAL TIME

Page 17: Engaging todays Omnichannel Customer - Dean Afzal

Minal interest is leggings

Noha interest is jackets

Fatima looking for a fleece

REAL TIME INTENT SIGNALS SHOW THAT:

Minal free shipping offer is focused on leggings

Noha is on jackets

Fatima is on fleece

Single template with dynamic content

CONTEXTUAL TARGETINGHOW IT WORKS

MARY

JANE

SUE

Get yours now, withFree shipping!

Pouch Inc, 2345 Madison Avenue, New York. Unsubscribe

BAGS FLEECE JACKETS ACCESSORIES

Winter Ready?Free Shipping on

%Category%

Free shipping on %category%

and more thru 11/28

View Offer

Page 18: Engaging todays Omnichannel Customer - Dean Afzal

18

HOW IT WORKS …

Page 19: Engaging todays Omnichannel Customer - Dean Afzal

ITS MORE THAN THE TACTICS &

TECHNIQUES

Page 20: Engaging todays Omnichannel Customer - Dean Afzal

INTERNAL MIND SETCHANGE

TOP DOWN DRIVER | BOTTOM UP INCLUSION

1

Page 21: Engaging todays Omnichannel Customer - Dean Afzal

EXTERNAL MIND SETCHANGE

REGIONAL REQUIREMENTS| MVP | BE BOLD

Page 22: Engaging todays Omnichannel Customer - Dean Afzal

A LOCAL SUCCESS STORY!

Page 23: Engaging todays Omnichannel Customer - Dean Afzal

23

LEADING RETAIL & HOSPITALITY

CONGLOMERATE

Page 24: Engaging todays Omnichannel Customer - Dean Afzal

24

CREATE A SEAMLESS EXPERIENCE

CONNECT THE ONLINE WITH THE OFFLINE AND OPTIMIZE THE IN-STORE EXPERIENCE

MISSION …

A

B

Page 25: Engaging todays Omnichannel Customer - Dean Afzal

25

COMPLEX & OFFLINE ERP

NO API’s

CHALLENGES

A

B

Page 26: Engaging todays Omnichannel Customer - Dean Afzal

26

DOUBLED SALES OVERNIGHT

CASHON DELIVERY …

Page 27: Engaging todays Omnichannel Customer - Dean Afzal

27

DOUBLED TRAFFIC

REDIRECT TO NEWOPTIMIZED.COM

Page 28: Engaging todays Omnichannel Customer - Dean Afzal

28

% OF TOTAL RETURNS

+40%

RETURN VIA STORE …

Page 29: Engaging todays Omnichannel Customer - Dean Afzal

29

% OF TOTAL ORDER

+20%

PAY & COLLECT …

Page 30: Engaging todays Omnichannel Customer - Dean Afzal

30

EARN POINTS …

% OF TOTAL ORDERS

36%

Page 31: Engaging todays Omnichannel Customer - Dean Afzal

31

SPEND POINTS …

% OF TOTAL ORDERS

3%

Page 32: Engaging todays Omnichannel Customer - Dean Afzal

32

STORE FULFILLMENT …

ANDROID APP

Page 33: Engaging todays Omnichannel Customer - Dean Afzal

33

WHY WE CARE …

Page 34: Engaging todays Omnichannel Customer - Dean Afzal

Cus

tom

er E

ngag

emen

t

- API’s -

MasterData

Platform

ExperienceMgmt.

OrderMgmt.

Omni-ChannelCommerce Logic

CRM Service

Invoicing Billing CRM Sales

Mkt. Execution Web Analytics

Relevance Engine Campaign Mgmt.

Event EngineSocial Mkt. &

Analytics

Mkt. Data Mgmt.Media

Optimization

MARKETINGCOMMERCE & EXPERIENCE PLATFORM SALES & SERVICE

SAP HANA

CUSTOMER DATA MGMT. (single view of customer)PRODUCT & ORDER MGMT. (single view of both)

ERP Forecasting SAP EWM Other

CUSTOMER ENGAGEMENT & COMMERCE SOLUTION

Web Mobile TV POS/ In-store Call Center Social PrintMarketplace Email

@

Search

Page 35: Engaging todays Omnichannel Customer - Dean Afzal

360 ENGAGEMENT …

Page 36: Engaging todays Omnichannel Customer - Dean Afzal

THANK YOU!