Omni Channel retailing
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Omni Channel retailing
For all retailers that want to leverage distribution, communication and services across channels.
Curated by Davy Dauvergne
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#CMO Role in Delivering #Omnichannel #Customer #Experiences

#CMO Role in Delivering #Omnichannel #Customer #Experiences | Omni Channel retailing | 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
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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....

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Embracing Mobile Commerce in 2011

Embracing Mobile Commerce in 2011 | Omni Channel retailing | Scoop.it
The following is a guest post James Bentham on behalf of Mobile Interactive Group.


With the majority of large retailers in the UK choosing to capitalise on the mobile commerce channel, those who have been left behind are now scrabbling to catch up.


**Still in its relative infancy, mCommerce has developed quickly throughout 2011 and shows no signs of slowing. The brands who have benefitted most were the ones not afraid to innovate and take some risks.


Amazon and eBay both set up strong mobile presences during 2010 and both have seen huge returns, forging a path for other brands to follow. Amazon optimised their site for mobile phones as well as offering apps for the iPhone and Android operating systems in various territories.


**They were one of the first to introduce cross platform accounts, with users able to add products to their basket via their mobile phone and then purchase them next time they log in on a computer.


http://bit.ly/qg9UW7


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Omnichannel Marketing

Omnichannel Marketing | Omni Channel retailing | Scoop.it

Omnichannel marketing is an natural evolution of marketing practices that have advanced beyond multichannel marketing. With multichannel marketing, companies invested to ensure that they were engaging with customers and prospects on all key channels. They took steps to ensure that their activity was customized and optimized for each channel. Multichannel marketing itself is a significant undertaking and many organizations are still focused on getting this in place.


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Guislain d'Hauteville's curator insight, March 17, 2014 11:22 AM

Good article to understand the difference between multichannel and omnichannel with impact on retailers organisation, marketing, data, IT, analitics...

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Slides: The global state of the mobile industry

Slides: The global state of the mobile industry | Omni Channel retailing | Scoop.it

This up to date report on the mobile industry posted by Ross Dawson

 

 

http://rossdawsonblog.com/weblog/archives/2011/10/the-global-state-of-the-mobile-industry.html


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