Omni Channel Retail Scoop
2.2K views | +0 today
Follow
Omni Channel Retail Scoop
Omni Channel Retail
Curated by Philip Brown
Your new post is loading...
Your new post is loading...
Rescooped by Philip Brown from Omni Channel retailing
Scoop.it!

#CMO Role in Delivering #Omnichannel #Customer #Experiences

#CMO Role in Delivering #Omnichannel #Customer #Experiences | Omni Channel Retail Scoop | Scoop.it
Omnichannel is all about shifting from channel-centric to customer-centric – much more customer-centric than you are today. Knowing who your customers are and having a view of products and inventory across channels are the basic requirements to delivering exceptional customer experiences across channels and touch points.

This is not a project. A business transformation is required to empower people to deliver omnichannel customer experiences. The executive team needs to drive it and align compensation and incentives around it. A collaborative cross-functional approach is needed to achieve it.

Omnichannel depends on customer-facing teams such as marketing, sales and call centers to have access to a total customer relationship view based on clean, consistent and connected customer, product and inventory information. This is the basic foundation needed to deliver seamless, integrated and consistent customer experiences across channels and touch points and improve their effectiveness.

Via Eric_Determined / Eric Silverstein, Davy Dauvergne
more...
Michelle Batt's curator insight, March 17, 2015 11:40 AM

Totally agree. #CX is NOT a project - it's about transformation. Driving the entire organization to know customers well and collaborating across business units to deliver the experience through desired channels. It won't work if everyone stays in their "own silo." Also love the Hyatt quote at the end!

Darcy Bevelacqua's curator insight, March 17, 2015 12:16 PM

the most important part of the business transformation is educating customer facing employees and enabling them to do a superior job by consolidating the information they need in one place. Your organization needs to know their customer's better than the competition and serve them utilizing that knowledge. 


Guislain d'Hauteville's curator insight, March 18, 2015 10:55 AM

According to a recent report, Gartner’s Executive Summary for Leadership Accountability and Credibility within the C-Suite, a high percentage of CEOs expect CMOs to lead the integrated cross-functional customer experience....

Rescooped by Philip Brown from Sales Best Practices (sales.eu.org)
Scoop.it!

Being Close To Customers Pays Off For Billion-Dollar Brands - Forbes

Being Close To Customers Pays Off For Billion-Dollar Brands - Forbes | Omni Channel Retail Scoop | Scoop.it
Being Close To Customers Pays Off For Billion-Dollar Brands Forbes The new list, one-third of which are technology and retail brands, signal once again the value of keeping close to customers, monitoring their needs and requirements and responding...

Via Laurent J.V. Dubois
Philip Brown's insight:

Clear lessons when you look at the winners and the losers.....

more...
No comment yet.
Rescooped by Philip Brown from RETAIL LAB - Topics & Trends for Omni-Channel Retailers
Scoop.it!

[Slides] The Inevitability of a Mobile-Only Customer Experience by Al…

Slides for Altimeter's webinar: The Inevitability of a Mobile-Only Customer Experience Watch the webinar replay at: http://www.slideshare.net/Altimeter/webinar…;

Via Eric_Determined / Eric Silverstein, Andrea Puerari
more...
Eric_Determined / Eric Silverstein's curator insight, February 11, 2015 2:06 AM

As @BrianSolis highlights:


"Companies must design #mobile-first and mobile-only #customer #journeys to prevent channel-hopping and multi-screening, thus increasing conversions"


Is your company making the commitment to mobile?

Bharat Employment's curator insight, February 12, 2015 12:18 AM

http://www.bharatemployment.com/

Mike Donahue's curator insight, February 13, 2015 10:14 AM

Nice deck with plenty of compelling stats. I would argue the mobile-only experience is already here for many people. Some by necessity and other sby choice. Ignore at your own risk.