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Chap003
- 1. Chapter 3 Multichannel Retailing McGraw-Hill/Irwin Copyright © 2009 by The McGraw-Hill Companies, Inc. All rights reserved.
- 4. Dollars spent at different channels: Average annual dollars spent by J.C. Penny ’ s customers 3-
- 5. Benefits Provided by Different Channels 3-
- 10. Virtual Communities 3- People who seek information, products and services communicate with each other regarding specific issues Social shoppers : seek not just information but also an enhanced emotional connection to others participants in the shopping experience Royalty-Free/CORBIS
- 20. Recreation Equipment Inc. (REI) – A Leader in Multichannel Retailing 3-
- 22. Capabilities for Multi-Channel Retailing 3-
- 25. Impact of Internet Shopping on Store Sales 3-
- 30. 3- Customer Web & Email • 24x7 • Visual Call Center • Convenient • Immediate Kiosks • Visual • Convenient Handheld Devices • Immediate • 24x7 Brick & Mortar • Touch/Feel • Experience driven Consumers buy what they want, when they want, wherever they want
- 35. Integration – Key to Multi-Channel Retailing 3-
Notas del editor
- First, there are major changes in customer buying behavior. I may want to buy a product at 10pm, through my Web browser, or you may want to buy through a call center, or you may want to buy by visiting with a field sales professional or local reseller. I also may want to work across multiple channels, to start my purchase over the Web, then later contact the call center, and finally close the deal with a field sales representatives in my office.