3 critical challenges for retail and how to address them by leveraging your Multi-Channel Assets. Delivered at the ARC retail conference on 24th September, 2008.
25. 2. Doing more with
Responding
to Customer
existing assets
Needs
Cross- Improving
Channel Customer
Culture Experience
1.
Changing
Lowest
Culture Scores
Shifting from
Leveraging
Product to
Existing
Customer
Systems
Centricity
Integrating
Existing
Systems
3. Linking assets together
64. Take stock of your assets
Call
Expensive centre Web
shops Making channel
things
Spare space happen Small T/O, but
Get it now for Exciting YoY
customers
Dealing with Masses of
other people’s Trying to content
dirty washing get the
channels All pervasive –
Staff churn to coll- extends reach
aborate
68. Multiple Channels to Multi-Channel
Return product to store irrespective
of channel chosen
70% Notification of delivery delays – via
mobile or email or phone
Research in store
spend 50% or more
77. 1. Start moving towards a
Cross-Channel Culture
2. Do more with your existing assets
3. Look for opportunities to link your assets
together to create new propositions