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
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)
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
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)
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