ism patrick van dijl
TRANSCRIPT
We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success
Zes stappen naar een succesvolle omnichannel strategie
Shopping Innovation Expo 2016
We maximize your e-commerce success We maximize your e-commerce success We maximize your e-commerce success We maximize your e-commerce success
Even voorstellen
Patrick van DijlDigitaal Strateeg| ISM eCompany
[email protected] Linkedin.com/in/patrickvandijl
Vorige bedrijven
Opleidingen
3We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success
ISM eCompany
We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success
5We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success
years of e-Commerce experience
20+
100+e-Marketing customersSana & Magento Shops
500+ Design customers
100+
Netherlands | USA | Indonesia| UK | Belgium | Australia |
Ukraine | Sri Lanka | Austria
10offices
e-Commerce specialists
400+
6We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success
Agenda
• Wat is omnichannel?• Sense of urgency• Omnichannel
uitdagingen• Zes stappen naar een
succesvolle omnichannel strategie
7We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success
Omnichannel
We maximize your e-commerce success We maximize your e-commerce success We maximize your e-commerce success We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success
Omnichannel
Omni-channel
Omni Channel
9We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success
Wat verstaan wij onder omnichannel?Verschillende retail kanalen naadloos met
elkaar geïntegreerd De klant(beleving) staat centraal!
10We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success
Single channel naar omnichannel
11We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success
Kanalen vervagen…
12We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success
… en voegen samen
13We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success
64% van de verkoop in de fysieke winkel wordt beinvloed door online
Bron: “Navigating the new digital divide’, Deloitte Digital, Mei 2015
14We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success
Sense of urgency
15We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success
“Omnichannel Retail Brands Increase Revenue 28% via Ecommerce Presence”
”77% of smartphone-related transactions are actually happening within the store”
'60% of our revenue is via omnichannel,' says Esprit boss
We maximize your e-commerce success We maximize your e-commerce success We maximize your e-commerce success We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success
5% van de bedrijven vindt zichzelf
een omnichannel leiderTussen de 35% en 40% vindt dat zij achterblijft
Bron: “Retail insight: Fulfilling Consumer Expectations’, RSR retail systems research
17We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success
Omnichannel gap
Omnichannel gap
Klantverwachting
Omnichannel ontwikkeling
We maximize your e-commerce success We maximize your e-commerce success We maximize your e-commerce success We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success
62% van de retailers
‘Mijn klant verwacht het’
Bron: “Minding the omnichannel gap’, Forrester, Januari 2014
We maximize your e-commerce success We maximize your e-commerce success We maximize your e-commerce success We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successBron: “Minding the omnichannel gap’, Forrester, Januari 2014
Zonder online winkelvoorraad bezoekt 40% de fysieke winkel niet
We maximize your e-commerce success We maximize your e-commerce success We maximize your e-commerce success We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success
Minder ‘nee’ verkopen
We maximize your e-commerce success We maximize your e-commerce success We maximize your e-commerce success We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success
Omnichannel levert geld op
22We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success
Omnichannel shoppers zijn het meest waardevol
Meer loyaliteit
Verhoogde merk interactie
Besteden 3,5x meer
Kopen 3x vaker
Bron: “The omnichannel challenge: strategies that work’
23We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success
Meer omzet bij omnichannel opties in de winkels
77% 95% 107%
Bron: “Omnichannel Retail’, L2 intelligence report, september 2015
Online aankoop100% - 23%retourkosten
Online aankoop100% - 23%
Online aankoop100% - 23%
Retourneren in de winkel + 18%
Retourneren in de winkel + 18%
Ophalen in de winkel + 12%
24We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success
Uitdagingen
We maximize your e-commerce success We maximize your e-commerce success We maximize your e-commerce success We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success
94% van de retailers loopt tegen significante
barrièresaan bij de omnichannel transformatie
Bron: “Minding the omnichannel gap’, Forrester, januari 2014
We maximize your e-commerce success We maximize your e-commerce success We maximize your e-commerce success We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success
De klant staat niet centraal
We maximize your e-commerce success We maximize your e-commerce success We maximize your e-commerce success We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success
De transformatie wordt onderschat
We maximize your e-commerce success We maximize your e-commerce success We maximize your e-commerce success We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success
Onduidelijke omnichannel KPI’s
29We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success
Zes stappen naar een succesvolle omnichannel strategie
We maximize your e-commerce success We maximize your e-commerce success We maximize your e-commerce success We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success
Game changers
Sterke merken
Klantbeleving experts
Operational excellence
Data crunchers
> 20 jaar ervaring
> 350 professionals
> 1.000 klanten
Winnaars Onderzoeken Ervaring
31We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success
ISM Omnichannel Model
32We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success
Strategie
1. Creeër draagvlak bij het management
en business units
2. Zorg dat de huidige situatie (SWOT) en uitdagingen van uw onderneming
duidelijk zijn.
3. Bepaal omnichannel doelstellingen enKPI’s
33We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success
Digitale visie
UitdagingenKPI’s
Doelstellingen
34We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success
Klant
1. Werk persona’s uit
2. Beschrijf de ultieme customer journey
3. Maak een overzicht van de informatiebehoefte per touchpoint en identificeer de pijnpunten en kansen.
35We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success
36We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success
37We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success
Branding
1. Bepaal de online merk positionering
2. Analyseer de customer journey op de visuele brand identiteit en
gebruikservaring (user experience)
3. Creëer “wow”-momenten en creatieve concepten die de klantverwachting
overtreffen.
We maximize your e-commerce success We maximize your e-commerce success We maximize your e-commerce success We maximize your e-commerce success
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39We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success
Data driven marketing
1. Creëer een plan om klant data te verzamelen en analyseren om
vervolgens een traffic drivers plan op te stellen
2. Analyseer de customer journey om een 360C klantbeeld en persoonlijke
benadering te kunnen realiseren
40We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success
Traffic drivers plan
41We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success
Online kanalen gedurende de customer journey
We maximize your e-commerce success We maximize your e-commerce success We maximize your e-commerce success We maximize your e-commerce success
Infrastructuur
1. Analyseer de customer journey om te bepalen welke informatie nodig is op
welke momenten
2. Bepaal de logica en processen
3. Evalueer de huidige infrastructuur
4. Creëer een flexibel omnichannel ecosystem
43We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success
IT Infrastructure
44We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success
Organisatie
1. Bepaal welke benodigde expertise binnen de organisatie beschikbaar is
en welke moet worden ingehuurd/aangenomen.
2. Creëer multidisciplinaire teams (SCRUM)
3. Zorg dat iedereen betrokken is bij de omnichannel transformatie
45We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success
ISM Omnichannel Model
46We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success
Business Case
47We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success
Roadmap
48We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success
Verrassings gap
Lever je visitekaartje in en ontvang als eerste gratis de presentatie in je mailbox!
We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success
Patrick van DijlDigitaal Strateeg| ISM eCompany
[email protected] https://www.linkedin.com/in/patrickvandijl
Follow usFacebook.com/ism.ecompany
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