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2. 5/20/2014 2

3. 5/20/2014 3 Source: Todays Online Shopper Needs Engagement Before, During, and After Purchase Cath Kidston

4. 5/20/2014 4 Cath Kidston

5. 5/20/2014 5 Source: Todays Online Shopper Needs Engagement Before, During, and After Purchase Facebook

6. 5/20/2014 6 .... 2005 2013 Source: : NBCNEWS instragram :What a difference 8 years make 2013

7. 5/20/2014 7 ...

8. 5/20/2014 8 Multi Channel Marketing ... ... Multi Channel Marketing Picture source: aitwa.org

9. 5/20/2014 9 Multi-Channel Marketing ... Successful retailers already are engaging customers through omni channel shopping By Darrell Rigby partner in the Boston office of Bain & Company and heads the firms global Retail practice, Y2011 Omni-channel approach that provides a single, unied experience for the customer across all channels by Donald Carroll Managing Director, Y2013 Were breaking down the barriers between online, service center orders and in-store shopping by David Concordel, Y2014 Omni-Channel Retailing solutions help you provide a seamless, personalized brand experience whether the customer shops on the Web, in the store, over the phone, using a mobile device or all of the above

10. 5/20/2014 10 : 2,756 12-14 .. 2555 Omni-Channel : The nation, April 10 2014 Ton Chirathivat said Omni-Channel retailing entailed the evolution of multi- channel retailing to provide a seamless approach to the customer experience through all available shopping channels, from bricks-and mortar stores stores through to the online channel and mobile applications. Omni- Channel

11. 5/20/2014 11 : Marketing GURU 20 2556 Pizza Hut Right time Marketing Real-time Marketing Multi Channel Omni Channel Omni- Channel : 30 2557 (integrated) OMNI Channel Multi Channel Omni- Channel

12. 5/20/2014 12 Omni Omnis All Universal

13. 5/20/2014 13 Grounded Theory 50 10 10 Customer Centric Integrated Seamless Consistency Offline Store Physical Store Brick & Mortar Social Media Mobile Store 3.0 Cross Channel Multi ChannelTouch-point Point of Sales Big Data CRM Customer ExperiencePersonalization Real-time experience In-store Digital trend Mobile Application Synchronize Ecosystem Customer Journey Customer Behavior Technology Delivery Silo Employee Engagement Open Coding

14. 5/20/2014 14 Omni-Channel Marketing PhysicalDigital ..... Omni-Channel Marketing

15. 5/20/2014 15 1. INTEGRATING 2. MAXIMIZING 3. DELIVERING 4. ENGAGING (Strategically build in Integrated channel) Big Data (Maximize BIG DATA to enhance customers expectation) (Consistently Delivering consumer-oriented experience) (Engaging employee to create a customer centric organization) Omni-Channel Marketing Omni-Channel Marketing 1. INTEGRATING: (Strategically build in Integrated channel) (Seamless Merchandising Process) (One Voice, One Message)

16. 5/20/2014 16 (Seamless Merchandising Process) 1. INTEGRATING Seamless 1. INTEGRATING Party !

17. 5/20/2014 17 1. INTEGRATING Map 1. INTEGRATING

18. 5/20/2014 18 1. INTEGRATING :

19. 5/20/2014 19 : 1. INTEGRATING

20. 5/20/2014 20 (One voice, one message & created single view of customer) 1. INTEGRATING 1. INTEGRATING (One voice, one message & created single view of customer)

21. 5/20/2014 21 Omni-Channel Marketing 2. MAXIMIZING: Big Data (Maximize BIG DATA to enhance customers expectation) (Personalization or One2One Marketing) (Variety) BIG DATA (Volume) (Velocity) (Veracity) 2. MAXIMIZING : .ibmbigdatahub

22. 5/20/2014 22 2. MAXIMIZING 2. MAXIMIZING

23. 5/20/2014 23 2. MAXIMIZING Omni-Channel Marketing 3. DELIVERING: (Consistently Delivering consumer-oriented experience) (Anywhere experience and Real-time order fulfillment)

24. 5/20/2014 24 2. MAXIMIZING 3. DELIVERING

25. 5/20/2014 25 3. DELIVERING Omni-Channel Marketing 4. ENGAGING: ) Omni-Channel Marketing (Amplifying a strong foundation for Omni-Channel Marketing) (Empowering employees through values)

26. 5/20/2014 26 Starbuck Omni-Channel Service4. ENGAGING : www.starbucks.com

27. 5/20/2014 27 STARBUCKS CURRENT PARTNERS : www.starbucks.com STARBUCKS LEARNING & DEVELOP : www.starbucks.com

28. 5/20/2014 28 STARBUCKS COFFEE JOURNEY : www.starbucks.com : www.starbucks.com

29. 5/20/2014 29 COPYRIGHT 2014 COLLEGE OF MANAGEMENT MAHIDOL UNIVERSITY OMNI-CHANNEL MARKETING COPYRIGHT 2014 COLLEGE OF MANAGEMENT MAHIDOL UNIVERSITY OMNI-CHANNEL MARKETING

30. 5/20/2014 30 OMNI-CHANNEL MARKETING OMNI-CHANNEL MARKETING

31. 5/20/2014 31 OMNI-CHANNEL MARKETING OMNI-CHANNEL MARKETING

32. 5/20/2014 32 ... COPYRIGHT 2014 COLLEGE OF MANAGEMENT MAHIDOL UNIVERSITY 2 ( 5-6 ) 30 428 : - 2557

33. 5/20/2014 33 23% 77%

34. 5/20/2014 34 20 21-30 31-40 41 2% 76 % 20% 2% 6% 12% (Freelance) 5% 77%

35. 5/20/2014 35 Shopping Journey (Attention) (Research) (Purchase) (Collection) (Re-purchase) (Purchasing Pattern) (Search & purchase both In store and on web) 2.8% (Search in store, purchase on web) 16.8% (Search on web, purchase in store) 16.8% (Search & purchase only on web) 63.6% (Search & purchase both In store and on web)

36. 5/20/2014 36 (Research) (Purchase) (Collection) (Re-purchase) (Attention) Shopping Journey 3 4 4 20 69 / Mobile Application Internet/Website ...

37. 5/20/2014 37 (Attention) (Purchase) (Collection) (Re-purchase) (Research) Shopping Journey Facebook / (Research)

38. 5/20/2014 38 Facebook / 80% 53% 50% 42% 30% (Research) ?? 80% (Research)

39. 5/20/2014 39 (Research) / ( , ) ( ) ( , ) 73% 50% 49% 45% 40% (Research)

40. 5/20/2014 40 ?? / (Research) ( , ) ( , ) /

41. 5/20/2014 41 / instagram /

42. 5/20/2014 42 / search (Attention) (Research) (Collection) (Re-purchase) Shopping Journey (Purchase)

43. 5/20/2014 43 12 (Purchase) (Purchase)

44. 5/20/2014 44 (Purchase) Topshop Store (Purchase)

45. 5/20/2014 45 (Purchase)

46. 5/20/2014 46 (Purchase) (Purchase)

47. 5/20/2014 47 (Ensogo, Groupon) (Purchase) (Ensogo, Groupon) (Purchase)

48. 5/20/2014 48 (Attention) (Research) (Purchase) (Re-purchase) (Collection) Shopping Journey 77% 6% 4 % 4% 2% 12% 5% 4% 2%

49. 5/20/2014 49 (Attention) (Research) (Purchase) (Collection) (Re-purchase) Shopping Journey 13%17% 29 % 1 SMS 3 5 E-mail 4 LineChat / Whats 2 6 SMS Line Chat / 21 % 21 % E-mail (Re- purchase)

50. 5/20/2014 50 1 / 70% 2 / 13% 4 / (1 /) 15% 16 / (3-4 /) 2% (Re- purchase) 2% 13% 87% (Re- purchase)

51. 5/20/2014 51 (Re- purchase) COPYRIGHT 2014 COLLEGE OF MANAGEMENT MAHIDOL UNIVERSITY

52. 5/20/2014 52 Award 1 Award 2 Award 3 2 3 (Re- purchase) 24 Award 1 (Real-time Responsiveness) Award 2 (Accessibility) Award 3 (Real-time solving problem) 2 3 (Re-purchase)

53. 5/20/2014 53 Award 1 Award 2 Award 3 2 3 (Re-purchase) Source: Todays Online Shopper Needs Engagement Before, During, and After Purchase

54. 5/20/2014 54 Checkyour status Checkyour status Take our Retail Store Report Card to assess how well you live up to customers Omni-channel expectations Apply from: iamomnichannel.com, UK Agency

55. 5/20/2014 55 HOW to. Apply from: iamomnichannel.com, 2013

56. 5/20/2014 56 Apply from: www.iamomnichannel.com, 2013 Coffee Break 15

57. 5/20/2014 57 Onrumpa Huajai (AR) Jidapa Hirunwongsawang (Mai) Tapanee Thippong (Poy) Chanipa Kaewmool (Pang) Teeraporn Mekarporn (Kwan) Pichaya Rassameechan (Fang) Wacharin Chandrachesdakorn (Kwang) Patsarin Chomposorn (Job) Sarut Chinprapinporn (Aun) Thanawan Thanapornviriyakul (Som) No. - 1 Onrumpa Huajai Project Manager 2 Chanipa Kaewmool Assistance Project Manager /Financial Manager 3 Teeraporn Mekarporn Research Manager/Chief content 4 Patsarin Chomposorn Project Coordinator Assistance Research Manager 5 Tapanee Thippong PR Manager /Presenter and Moderator for guest speaker 6 Pichaya Rassameechan Event & Operation Manager/Presenter 7 Jidapa Hirunwongsawang Presenter and Moderator for guest speaker /Assistant Event 8 Sarut Chinprapinporn Graphic Design Manager /Assistant Content Manager 9 Wacharin Chandrachesdakorn Assistance Research Manager/Presenter 10 Thanawan Thanapornviriyakul Assistant Content Manager

58. 5/20/2014 58