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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Etam : « tout le monde aura du Web-to-store, l'important c’est le sourire de la vendeuse »

Etam : « tout le monde aura du Web-to-store, l'important c’est le sourire de la vendeuse » | Omni Channel retailing | Scoop.it

Etam met en oeuvre de nombreuses technologies de Web-to-store. Mais l'important, c'est l'accueil commercial réservé aux clientes et le temps pris pour former les équipes dans les magasins. 


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Lise Déchamps's curator insight, June 11, 2014 5:02 AM

De nouvelles solutions apparaissent. « Nous faisons beaucoup d’expérimentations » reconnaît le responsable, « mais nous ne faisons pas de déploiement à grande échelle actuellement. Chez Etam, on ne déploie que quand on est sûr de l’intérêt du client, car pour un déploiement sur 600 magasins, on a besoin de temps et de former les gens » explique-t-il.

Patrick Bouillaud's curator insight, June 11, 2014 11:31 AM

Revenir aux basics du commerce

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Pourquoi une telle effervescence autour du cross canal ? | ChannelBiz

Le monde du commerce et du e-commerce semblent n’avoir que le mot cross canal à la bouche... Le DG de NBS System s’interroge sur ce phénomène.

Via Stephane Papeil-Lalande, Lise Déchamps
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Stephane Papeil-Lalande's curator insight, December 3, 2013 3:42 AM

Aujourd’hui, il est complexe de se repérer parmi les différentes terminologies existantes. En effet, les cellules marketing des différents opérateurs/éditeurs mélangent allègrement Omni canal, Cross Canal, Multi canal, et le reste. A cela s’ajoutent les problèmes liés à la langue (français, anglais), les détournements de sens ou encore les changements linguistiques liées à l’évolution récente du e-commerce.

Jerome D. Simon's curator insight, December 3, 2013 11:18 AM

explication par le chiffre d'affaires

Lise Déchamps's curator insight, December 4, 2013 5:20 AM

Quelques basics du cross canal à mettre en place

• Save the sale 

• Click & collect 

• Store locator 

• Responsive design 

• Récolter les emails en magasin 

• Vérifier les avis 

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Demystifying the online shopper I 10 myths of multichannel retailing

PwC’s annual global survey of online shoppers debunks the conventional wisdom about online consumer behavior I January 2013 This is the sixth consecutive yea

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Bertrand Jonquois's curator insight, February 26, 2013 3:55 AM

La plupart des acheteurs multicanaux recherchent des infos et des produits en ligne mais préfèrent acheter en magasin surtout pour certains produits tels que l’alimentation (69%), l’ameublement (58%) ou le prêt-à-porter (48%)...

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Infographie : les données clés du mobile en France

Présentation des chiffres clés du mobile en France : marché, profil, usages et comportements Infographie par MyFanGroup...

Via Thierry Pires, Fabienne PUEL
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Talking about a mobile revolution

Talking about a mobile revolution | Omni Channel retailing | Scoop.it
Over the last few years, we’ve seen the growth of mobile accelerate internet connectivity and change the retail and marketing landscape forever, and Britain is at the forefront of this revolution.  (Talking about a mobile revolution

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MobiTV To Power 'TV Everywhere' On Mobile Phones, Tablets & Other Devices

MobiTV To Power 'TV Everywhere' On Mobile Phones, Tablets & Other Devices | Omni Channel retailing | Scoop.it

 

Mobile TV company MobiTV announced it is introducing a solution allowing cable, satellite and IPTV providers to offer so-called:

 

**TV Everywhere services to mobile phones, PCs, tablets and other connected devices.

 

**The TV Everywhere model allows existing cable, satellite, or telco TV/video customers to view programming on nontraditional TV digital outlets once authenticated.

 

**Leveraging MobiTV’s existing video distribution platform, TV service providers can now offer their subscribers live and on-demand programming for viewing inside and outside the home.

 

**By teaming with TV programmers to power their TV Everywhere initiatives in mobile, the company is also hedging against potential erosion of the subscriber base for its own mobile TV service.

 

**Charging $9.99 a month, MobiTV provides access to more than 40 live and on-demand channels, including content from ABC, Disney, NBC, Fox and MTV.

 

The company said in September it delivered a record 167 million minutes of video to mobile video devices. The bulk of that viewing was of live programming.

 

http://bit.ly/vFO0FT


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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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L'omnicanal, un sujet concret pour 46% des directeurs de la relation client

L'omnicanal, un sujet concret pour 46% des directeurs de la relation client | Omni Channel retailing | Scoop.it

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Jérôme MONANGE's curator insight, June 24, 2014 5:50 PM

En 2014, l'engagement dans une stratégie omnicanal, consistant à faire converger les canaux off line et on line et à exploiter le point de vente au travers du digital (usage du smartphone en magasin, système de click and collect, géolocalisation, etc.), reste stable par rapport à l'année dernière. Ainsi, 32% des responsables envisagent de mettre en place des projets dans ce sens d'ici un an, et 14% travaillent actuellement sur le sujet

Amaté's curator insight, July 3, 2014 2:46 AM

La mobilité des consommateurs, au travers de l'utilisation du smartphone, est une réalité pour deux tiers des responsables qui l'intègrent dans leur stratégie de relation client

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Pascal Thomas (Mappy), web to store : « le web n’est pas encore le meilleur ami du magasin »

Pascal Thomas (Mappy), web to store : « le web n’est pas encore le meilleur ami du magasin » | Omni Channel retailing | Scoop.it
http://youtu.be/dE4z_AuoBBA Viuz.com était partenaire du forum organisé par la Mobile Marketing Association France le 5 décembre. A cette occasion no

Via TROUVE LIONEL, Jérôme MONANGE
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Jérôme MONANGE's curator insight, December 13, 2013 4:01 AM

Pascal Thomas, PDG de Mappy. répond à 4 questions :
- le web est-il le meilleur ami du magasin ?
- Web to store : comment les magasins peuvent-ils réussir ?
- Que propose Mappy aux magasins ?
- Que penser du showrooming ?




Lise Déchamps's curator insight, December 16, 2013 5:56 PM

Pascal Thomas a répondu aux questions suivantes :

- le web est-il le meilleur ami du magasin ?

- Web to store : comment les magasins peuvent-ils réussir ?

- Que propose Mappy aux magasins ?

- Que penser du showrooming ?

 

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Les 5 tendances de l’e-commerce en 2013 en Europe

Les 5 tendances de l’e-commerce en 2013 en Europe | Omni Channel retailing | Scoop.it
L’e-commerce est un secteur encore jeune, une quinzaine d’années d’activités, mais avec une rentabilité encore très faible, voir inexistante, pour un grand nombre de sites.

Via emploi-e-commerce, sophiedesc
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sophiedesc's curator insight, July 3, 2013 8:16 AM

 McKinsey récapitule les cinq tendances de fond de l’e-commerce en Europe: 

 

1. le deuxième « big bang » de l’e-commerce ( vêtements et des chaussures principalement)

2.  la montée du mobile / du M-Commerce

3.  le multicanal (cf FEVAD) 

4.  le « social commerce« 

5.  le Big Data

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Le mobile est-il l'avenir des magasins physiques ?

Le mobile est-il l'avenir des magasins physiques ? | Omni Channel retailing | Scoop.it
Quels sont les usages les plus fréquents des consommateurs qui dégainent leur smartphone en boutique ? Et quels dispositifs les enseignes mettent-elles en place de leur coté ? Décryptage.

Via Nicolas Prigent, Bertrand Jonquois
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Bertrand Jonquois's comment, February 1, 2013 3:45 AM
l'usage mobile en magasin varie considérablement en fonction de la nature de l'enseigne.
Cecile Morel's curator insight, February 1, 2013 4:48 AM

Un bon article avec des exemples concrets d'usage mobile en point de vente en France. Mais toujours de la complexité pour le consommateur : télécharger l'appli, la lançant une fois en point de vente, savoir flasher un QR code... Et si on pouvait faire sans toucher au mobile?

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Infographie Mobile et Commerce

Infographie Mobile et Commerce | Omni Channel retailing | Scoop.it

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Mobile Shopping Doubles Over December 2011 Holiday, Reports IBM

IBM Press Room - The U.S. online retail sector delivered 7.5 percent growth in December 2011 compared to the same period last year, according to cloud-based analytics findings by IBM.

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Mobile Marketing Matters NOW

Mobile marketing matters now if for no other reason than your company, brand or product can't miss another marketing revolution.

 

Here is why:

 

• Email
• Intimacy
• Darwin
• Emotion
• Influencers
• Social
• Network Effect
• iPad and Flipboard and Zite

 

Here is one thing that caught my attention:

 

Intimacy


Mobile phones are friends, the new time keepers, wallets (the new picture keepers) and an always on connection most never break (believe me I’ve tried)

.

If such an intimate connection is grudgingly true for my generation it is axiomatic for the next generation and a forgone conclusion for the one after that. Watch your children’s behaviors or try to take their cells and please film reactions.

 

Mobile marketing is more intimate than email or social network marketing. Increased intimacy means different stories, graphics and navigation (at least).

 

Can your company, no matter what business you inhibit, afford to seed another marketing tsunami?

 

Read full article: http://bit.ly/w46yeo


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