Omni Channel Reta...
Follow
Find
1.7K views | +0 today
 
Rescooped by Philip Brown from Omnichannel
onto Omni Channel Retail Scoop
Scoop.it!

How to Complete an SEO Competitive Analysis

How to Complete an SEO Competitive Analysis | Omni Channel Retail Scoop | Scoop.it
In this post, we’re going to walk through the process of completing a search engine optimization (SEO) analysis, a tool to help you better understand the competitive landscape of search engine rankings in your industry. This SEO competitive analysis will provide a base of knowledge and a strategic foundation you can use to outrank your competitors in Google and other search engines.
Via Stefano Principato, Edward Chenard
more...
No comment yet.

From around the web

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 OMNICHANNEL
Scoop.it!

Kohl’s, The Limited Order Up Mobile Opportunities Via In-Store Pickup I Mobile Commerce Daily

Kohl’s, The Limited Order Up Mobile Opportunities Via In-Store Pickup I Mobile Commerce Daily | Omni Channel Retail Scoop | Scoop.it

Kohl’s and The Limited are getting behind online ordering and pick-up services that would serve up immediate gratification for consumers who are unwilling to wait for delivery while opening opportunities for retailers to serve up mobile-specific offerings.
 

By fall, Kohl’s plans to roll out to tablet and smartphone customers the in-store pickup program it now only offers on its desktop site. The Limited also has announced an in-store pickup service. The moves illustrate how retailers are striving to deliver real-time product availability in the mobile context, so consumers can be sure the product they want is waiting for them when they arrive at the store.


Via DD
more...
No comment yet.
Scooped by Philip Brown
Scoop.it!

13 Unexpectedly Great Marketing Tactics | SEJ

13 Unexpectedly Great Marketing Tactics | SEJ | Omni Channel Retail Scoop | Scoop.it
How can you best capitalize on the content marketing trend? A panel of founders from YEC share their best, unexpected content marketing tactics.
more...
No comment yet.
Scooped by Philip Brown
Scoop.it!

Lessons in Customer Service From the World's Most Beloved Companies

Lessons in Customer Service From the World's Most Beloved Companies | Omni Channel Retail Scoop | Scoop.it
We shed some light on what these big companies are getting right with customer service, and why.
more...
No comment yet.
Rescooped by Philip Brown from Omnichannel
Scoop.it!

Failed Customer Experiences Are Destroying Your Marketing | Marketing Technology

Failed Customer Experiences Are Destroying Your Marketing | Marketing Technology | Omni Channel Retail Scoop | Scoop.it

Failed Customer Experiences Are Destroying Your Marketing by Douglas Karr on Marketing Technology

 

SDL performed a survey to explore where the single or most prominent points of customer experience (CX) failure and success happen with customers and the impacts to the business.

 

Perhaps the scariest result of this survey is that SDL found that many users that suffered from a bad customer experience actively tried to disparage the company every chance they could by word-of-mouth and that includes social media and other online publishing channels.

 

Yikes… in a connected world, customer experience failures are impacting your marketing efforts. Bad news travels fast and these incidents could overshadow any good strategies you’re deploying online.


Via Russ Merz, Ph.D., Fred Zimny, Edward Chenard
more...
Russ Merz, Ph.D.'s curator insight, May 15, 11:44 PM

Do you know how #customerexperience failures hurts your brand? Here are some stats about the effects of failure and and some tips for managing them.

Chris Spells's curator insight, May 17, 11:19 PM

The customer experience matters...ESPECIALLY when it is bad!

Maurice Couture's curator insight, May 19, 10:28 AM

Voici une autre infographie démontrant l'importance d'un bon service à la clientèle dans l'appréciation de l'expérience-client (CX). S'excuser et admettre sa faute demeurent deux points importants. À retenir: les principales causes de mauvaises expériences sont liés aux processus de gestion et au service à la clientèle: temps de réponse trop long, employé manquant de formation, employé ne disposant pas du pouvoir requis pour régler le problème, diffusion d'information contradictoire. 

Scooped by Philip Brown
Scoop.it!

4 Out Of 5 Consumers Declare Brands Don’t Know Them

4 Out Of 5 Consumers Declare Brands Don’t Know Them | Omni Channel Retail Scoop | Scoop.it
IBM today announced the results of a study that found a massive perception gap between marketers and consumers—Despite brand’s efforts to personalize campaigns, nearly 80% of consumers say the average brand doesn’t understand them as an individual.
more...
No comment yet.
Rescooped by Philip Brown from OMNICHANNEL
Scoop.it!

Summon A Personal Shopping Crew With Button Press I PSFK

Summon A Personal Shopping Crew With Button Press I PSFK | Omni Channel Retail Scoop | Scoop.it

Operator is a new app released this week in private beta phase with more than 80,000 people already signed up to try it out once it goes live. The hype lies in the fact that the concept has never been done before, exciting all those involved within the e-commerce process, including brands, intermediary businesses and most importantly consumers.
 

Garrett Camp, the cofounder of Uber, started Operator alongside Robin Chan, a previous Blackberry employee and serial investor. The app is essentially a shopping supplement for consumers that connects people to the product, people or business in question via a quick and easy process.


Via DD
more...
No comment yet.
Scooped by Philip Brown
Scoop.it!

12 most interesting digital marketing stats from this week

12 most interesting digital marketing stats from this week | Omni Channel Retail Scoop | Scoop.it
Kate Bush was right, when there’s so much fascinating data analysis building up all around us it feels like we’re running up stat hill.
more...
No comment yet.
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, 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, 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, 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 OmniChannel
Scoop.it!

11 Beacon Projects Changing Mobile Payments

11 Beacon Projects Changing Mobile Payments | Omni Channel Retail Scoop | Scoop.it
Beacons, or Bluetooth Low Energy transmitters, are seeing a burst in popularity as components of mobile payment systems. The devices, which can be roughly the size and shape of a nightlight, allow retailers to detect a mobile app user s presence in the store.

Via Dave Cherry
more...
No comment yet.
Rescooped by Philip Brown from OmniChannel
Scoop.it!

Report: More and more retailers transitioning to single order management system | Chain Store Age

Report: More and more retailers transitioning to single order management system | Chain Store Age | Omni Channel Retail Scoop | Scoop.it
During the next three years, 250% more retailers are transitioning to a single order management solution (OMS) to support a unified commerce experience across all channels, according to a new special report by Boston Retail Partners.

Via Dave Cherry
more...
No comment yet.
Rescooped by Philip Brown from OmniChannel
Scoop.it!

5 Mobile Trends That Are Changing the Way Business Is Done (Infographic)

5 Mobile Trends That Are Changing the Way Business Is Done (Infographic) | Omni Channel Retail Scoop | Scoop.it
A new infographic takes a look at the future of mobile marketing and technology.

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

RetailWire Discussion: Study: Omnichannel customer experience far from seamless

RetailWire Discussion: Study: Omnichannel customer experience far from seamless | Omni Channel Retail Scoop | Scoop.it
RetailWire Discussion: New research from Accenture finds retailers must significantly enhance their mobile and in-store shopping experiences to match the way shoppers want to deal with retailers across multiple sales channels.

Via Jeff Domansky, Andrea Puerari
more...
Jeff Domansky's curator insight, April 1, 1:30 AM

Retail really needs to pay attention to this research and act upon it if they hope to thrive.

Guislain d'Hauteville's curator insight, April 8, 5:26 AM

You must listen your customers...

Scooped by Philip Brown
Scoop.it!

Tech Matters

Tech Matters | Omni Channel Retail Scoop | Scoop.it
The Disruption of Life through Payments – Keynote Presentation at Etail West

Chris Curtin, Visa Chief Brand and Innovation Officer

I bet I know how your morning went today. At 6am, the alarm goes off, and you’re in bed thinking, “Should I go exercise?” … “Do I have time to stop for breakfast?”  And you’re already reaching for your phone – the alarm goes off again – while you’re thinking … “Did so-and-so send me that email?”

As soon as you open that email, your workday begins. Then you’re on Twitter, or New York Times, and you see a business headline… Somebody’s just upended your industry. It could be a new product announcement, or a new partnership, but chances are it’s a disruption from outside your industry.

I just came from the Re/code Media Conference in Dana Point, and the biggest takeaway was this upheaval happening across industries. Just look at some of the world’s biggest media companies: Apple, Facebook, HBO, getting knocked out of the industry they thought they were in by a society-wide shift in technology, culture and behavior.

So if you see a headline that’s going to become your workday… It could be a new platform, it could be new social channel, but more often than not, I bet it’s news from my industry.

Payments is exploding with new technologies and new entrants. Companies who never thought they would are finding themselves in payments; Apple, Google, Amazon, Telcos – and it seems like every day there’s a new upstart trying to break in. Companies including Venmo, Bitcoin, Loop, Leaf, Revel … and even Snapchat.

So, Visa may be the world’s leading payments company – we have 35 million worldwide merchant partners, 2.3 billion account holders, we work with over 15,000 financial institutions, and we have the ability to process over 100 types of currencies in over 200 countries. But, we’re a category leader in a category that’s exploding. So that – that headline upending your world – that’s how my day starts at Visa every day.

Payments are becoming more global. Solutions from the emerging world are scaling to the developed world. For example, M-PESA started in Kenya and is now reaching more and more unbanked individuals in Africa and now has expanded into India and Eastern Europe. And Alipay, the payment platform for the world’s largest eCommerce company, Alibaba, has 300 million users and 460,000 merchant partners in China, and is being used by merchants around the world to access consumers in China.

And a new form factor – or a new platform – is introduced almost every year. Payments is a part of commerce that seems mind-numbingly simple – it’s been around for 12,000 years – but it turns out to be incredibly complex. So if you’re in eCommerce, if you’re in strictly brick-and-mortar commerce, if you’re a game developer or a food truck chef… you’re thinking about payments.

At Visa, we enable payments, but as merchants, you live payments. You’re thinking about what to do with all these new platforms. How to convert on Pinterest vs. how to convert on Facebook vs. how to convert on your mobile app? Because the purchase funnel is different for every channel. You’re also thinking about customer data using that to build loyalty. And you’re also thinking about shopping cart abandonment. Because, no matter what business you’re in, you’re in the business of getting paid.

Your customers want a fast, smooth, easy experience they can trust. You know the statistics; your customers are just as likely to reach for their phone first thing in the morning as you and I are. In 2015, Americans spend an average 15.5 hours a day consuming digital media. That’s more time than I spend fully dressed. They see 29,000 marketing messages a day. If it doesn’t excite them or make it stick, they’re gone. And as soon as you have their attention and they want to buy from you, what do we do? Make them get up, find their wallet and fill out 14 different online fields.

It takes your average customer 3 minutes to fill out all the fields for each eCommerce transaction. Not so bad, right? Until you start to add it up… Let’s take the just one merchant. Visa did an analysis on a major retailer and their eCommerce site. They process 17,000 transactions a minute on their .com site. That’s 24.5 million transactions a day. Which means, at that one site alone, 73.4 million minutes, or 140 years, are spent every day filling out online forms. For one website!

Our job – on the payments side – is not just to make that faster. Our job is to imbue that click, that Purchase Now button, with so much speed and convenience that customers look for it. That’s why our new way to pay online, Visa Checkout, is becoming a brand that pulls in customers.

Simple and secure payment has always been what Visa stands for. And last year we launched Visa Checkout, letting consumers store their shipping and payment information in a secure account. So they don’t have to re-enter it every time they shop online. Visa Checkout only launched 7 months ago, and already more than 3 million people have signed up in 8 countries.

For some partners who joined us in offering holiday promotions, 40% of Visa Checkout users were new customers to those merchants. The average conversion rate for existing users making a purchase with Visa Checkout is 70%. Visa Checkout takes the friction out of digital commerce. You’ve seen our ads: You can buy from literally anywhere, and extremely fast.

Today I am thrilled to announce that our first airline partner to enable Visa Checkout is Virgin America. This collaboration with Virgin America is perfect of example of how we work with all our partners. It shows what we bring to the table: Fast, easy checkout, our brand, our global network, our 2.3 billion account holders, our security, and reliability. And what you bring as successful and forward looking eCommerce merchants: You bring your deep knowledge of your customers, your relationships with them, and your special way of serving them.

But, as you can see from this partnership with Virgin America, for us, every client relationship is about more than that. It’s more than 1 + 1 = 2. For every client partnership, together we create a unique consumer experience that’s more than the sum of its parts. Its 1+1=3. When we go to market with clients, there is no turnkey solution, every deployment is unique.

First, we work alongside our partners. For example, in San Francisco, we have Visa Labs and our Client Briefing Center, where we share our innovation agenda, and showcase the cutting edge products we’re working on and the marketing behind them.

Second, we focus on making the end-to-end experience more compelling and more impactful. As you just saw, with Virgin America, we create co-branded promotions that drive brand new customers to your door. And as you saw during the Super Bowl, you could watch a big play screen, and buy NFL merchandise right from your phone, or even your Smart TV.

Together with you, we create experiences that flawlessly combine shopping and payment. So, today you can buy home goods from the subway so that it arrives when you when get home.  And you can walk past a billboard at a bus stop, buy groceries. And in your living room – in the time it takes for a commercial break – you can book tickets to Mexico without getting up and looking for your wallet.

These are the moments of your life: Reading the news from the phone on your nightstand, flying to Mexico, about to take off, walking the streets of Manhattan, at home in your own living room, but anything that takes you out of that moment, is going to be stripped away.

A coin purse? Remember that? Rummaging for a nickel to make exact change? Having to wait in line to cash a check? Now: filling out online forms. The way we see it at Visa: when you’re in the moment, we want to be just swipe, tap, or click away. It’s… wait for it… Everywhere you want to be.

For us, it’s not just a tagline, it’s a mission statement. And with Visa as your partner, you’ll be able to find your customers in the moment and at the moment. You’ll grow your business and you won’t have to think about it.

So maybe you can sleep in 15 more minutes.
more...
No comment yet.
Scooped by Philip Brown
Scoop.it!

The Store That Sports Omnichannel | PYMNTS.com

The Store That Sports Omnichannel | PYMNTS.com | Omni Channel Retail Scoop | Scoop.it
Sporting goods chain Dick's has discovered that its brick-and-mortar stores aren't competing with its eCommerce effort -- they're boosting it. ECommerce grew to
more...
No comment yet.
Scooped by Philip Brown
Scoop.it!

The Limited Introduces Reserve Online, Ready In-Store - Multichannel Merchant

The Limited Introduces Reserve Online, Ready In-Store - Multichannel Merchant | Omni Channel Retail Scoop | Scoop.it
The Limited is has launched Reserve Online, Ready In-Store to allow customers to shop TheLimited.com and place preferred items on hold for purchase and pick-up at their local store.
more...
No comment yet.
Rescooped by Philip Brown from End2End Customer Experience
Scoop.it!

Six Differences Between Customer-Focused Companies and Operations-Focused Companies

Six Differences Between Customer-Focused Companies and Operations-Focused Companies | Omni Channel Retail Scoop | Scoop.it
Better Customer Experience Some companies really understand customer service. They know how to hire for it, train for it and deliver it. Other companies claim to give customer service, but in reality…

Via David Ednie
more...
David Ednie's curator insight, May 6, 2014 5:03 AM

A customer-focused company empowers employees to make decisions that are for the benefit of the customer.

Scooped by Philip Brown
Scoop.it!

The Business Value of Integrating the Contact Centre Within Your Omni-Channel Strategy

The Business Value of Integrating the Contact Centre Within Your Omni-Channel Strategy | Omni Channel Retail Scoop | Scoop.it
This report outlines the business value and best practices in integrating the contact centre with om..
Philip Brown's insight:

The contact center is a key element in a seamless customer experience; empowering them with the right tools is a significant opportunity at many retailers today.

more...
No comment yet.
Scooped by Philip Brown
Scoop.it!

Navigating the new digital divide | Deloitte US | Retail & Distribution

Navigating the new digital divide | Deloitte US | Retail & Distribution | Omni Channel Retail Scoop | Scoop.it
Deloitte Digital's third digital influence study explores the widening divide between consumers' expectations and retailers' ability to deliver on them.
more...
No comment yet.
Scooped by Philip Brown
Scoop.it!

The department store app that outpaced Uber, Tinder and Nike

The department store app that outpaced Uber, Tinder and Nike | Omni Channel Retail Scoop | Scoop.it
The list of the fastest growing mobile apps includes many familiar names, like Uber, Tinder and Nike but one department store's app beat them all.
more...
No comment yet.
Rescooped by Philip Brown from OMNICHANNEL
Scoop.it!

Amazon To Deliver Parcels Directly To Car Boots I The Guardian

Amazon To Deliver Parcels Directly To Car Boots I The Guardian | Omni Channel Retail Scoop | Scoop.it

Amazon is testing an addition to its Prime subscription postal service that will see parcels delivered directly to customer’s cars.
 

The pilot service is a partnership between Amazon, DHL and Audi, and will allow a small group of Prime subscribers in Munich, Germany, to receive deliveries straight to the boots of their cars.


Via DD
more...
No comment yet.
Rescooped by Philip Brown from OmniChannel
Scoop.it!

11 Noteworthy Uses of Biometrics in Payments

11 Noteworthy Uses of Biometrics in Payments | Omni Channel Retail Scoop | Scoop.it
11 Beacon Projects Changing Mobile Payments

Via Dave Cherry
more...
No comment yet.
Rescooped by Philip Brown from Omnichannel
Scoop.it!

The store of the future: brick-and-mortar retail meets omnichannel [INFOGRAPHIC]

The store of the future: brick-and-mortar retail meets omnichannel [INFOGRAPHIC] | Omni Channel Retail Scoop | Scoop.it
What will the in-store customer experience be like...in 2020? See how the latest innovation in retail technology is shaping the future of shopping.

Via Edward Chenard
more...
No comment yet.
Rescooped by Philip Brown from OmniChannel
Scoop.it!

Most Retailers Have WiFi, But Many are Not Leveraging its Full Potential

Although the majority of retailers have some form of WiFi in-store a small number are actually implementing its full potential. The pre-conference workshop at RetailTechCon 2015 explored how implementing WiFi can lead to greater customer loyalty, analytic insight into shopper behavior, and geolocation messaging that can position retailers for future success.

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

Forget The Internet Of Things, There Is A Digital Revolution Taking Place In Our Shopping Malls

Forget The Internet Of Things, There Is A Digital Revolution Taking Place In Our Shopping Malls | Omni Channel Retail Scoop | Scoop.it

2015 has been heralded as the year the Internet of Things finally takes hold, but while we wait for driverless cars and save up for our Smartwatches and assorted Wearables, the omnichannel retail revolution is gathering pace.


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

RetailWire Discussion: Study: Omnichannel customer experience far from seamless

RetailWire Discussion: Study: Omnichannel customer experience far from seamless | Omni Channel Retail Scoop | Scoop.it
RetailWire Discussion: New research from Accenture finds retailers must significantly enhance their mobile and in-store shopping experiences to match the way shoppers want to deal with retailers across multiple sales channels.

Via Jeff Domansky, Andrea Puerari
more...
Jeff Domansky's curator insight, April 1, 1:30 AM

Retail really needs to pay attention to this research and act upon it if they hope to thrive.

Guislain d'Hauteville's curator insight, April 8, 5:26 AM

You must listen your customers...