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Retailers need to understand how to target customers in the right way and customers need retailers to understand them and offer them something at value all the time. OmniChannel retailing is the ultimate solution for retailer to connect with their customers and provide them with outstanding customized experience. Join our Social Learning Network:http://www.openthinking.ae
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OmniChannel Retail
Iyad Mourtada, CMA, CIA, CFE, CPLP
Reinven7ng Retail
Be close to your customers through all the channels
Source: Forrester Research (US Retailers)
Trends!• More Personalized Shopping Experience
• Product Availability Through any Channel
• Digital Informa7on about the products (Descrip7ons, Reviews,
photos, videos)
• Glocaliza7on (Customers can order from anywhere to anywhere)
• Easy, Fun, Fast Shopping Experience • BeMer Quality and Lower price
• Price Transparency and Guarantees
Margin
Value
--- Benefit = $20!
--- Price = $15!
--- Cost = $5!
Buyer
Seller
The Value of a buying the Book
Margin
Value
--- Benefit = $20!
--- Price = $10!
--- Cost = $2!
Buyer
Seller
Discount the Price
Margin
Value
--- Benefit = $25!
--- Price = $15!
--- Cost = $5!
Buyer
Seller
Enhance the Offer
-‐ Free WIFI
-‐ BeMer Service -‐ Relaxing Music
-‐ No Wai7ng lines
Harvard Business Review Magazine, December 2011
• Digital Informa@on is influencing more than 50% of our purchases
• All the informa@on are available for customers (Price, Features, Reviews)
• So even if you don’t sell online you need to use online marke@ng channels to bring customers to your stores
Five-‐year average ROI Amazon.com (17%) vs. discount & department stores (6.5%)
Tradi7onal Mall
Virtual Mall
CRM System to identify your customers, their shopping habits and preferences
Creating the right NEXT BEST OFFER
Harvard Business Review Magazine, December 2011
Integrate Online Channels, Mobile Channels, and Social Media Channels with your existing
retail channels to create value
Shopping should be an experience
Hire the right talents to help you develop your digital retailing in the store and online
Provide customers with access to all the information and data that you have
www.openthinking.ae
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