ism patrick van dijl
TRANSCRIPT
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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
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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
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3We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success
ISM eCompany
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We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success
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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+
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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
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7We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success
Omnichannel
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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
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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!
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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
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11We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success
Kanalen vervagen…
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12We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success
… en voegen samen
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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
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14We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success
Sense of urgency
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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
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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
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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
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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
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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
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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
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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
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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’
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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%
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24We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success
Uitdagingen
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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
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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
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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
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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
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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
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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
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31We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success
ISM Omnichannel Model
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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
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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
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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.
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35We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success
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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.
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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
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40We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success
Traffic drivers plan
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Online kanalen gedurende de customer journey
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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
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43We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success
IT Infrastructure
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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
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45We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success
ISM Omnichannel Model
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46We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success
Business Case
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47We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success
Roadmap
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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!
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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
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