Omni multi channel marketing
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multi channel marketing
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- 1. 5/20/2014 1
- 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