OmniChannel Retail

Iyad  Mourtada,  CMA,  CIA,  CFE,  CPLP  

Reinven7ng  Retail  

Be  close  to  your  customers    through  all  the  channels      

Source:  Forrester  Research  (US  Retailers)  

Trends!•  More  Personalized  Shopping  Experience  

•  Product  Availability  Through  any  Channel  

•  Digital  Informa7on  about  the  products  (Descrip7ons,  Reviews,      

photos,  videos)  

•  Glocaliza7on  (Customers  can  order  from  anywhere  to  anywhere)    

•  Easy,  Fun,  Fast  Shopping  Experience    •  BeMer  Quality  and  Lower  price    

•  Price  Transparency  and  Guarantees  

Margin  

Value  

--- Benefit = $20!

--- Price = $15!

--- Cost = $5!

Buyer  

Seller  

The  Value  of  a  buying  the  Book  

Margin  

Value  

--- Benefit = $20!

--- Price = $10!

--- Cost = $2!

Buyer  

Seller  

Discount  the  Price  

Margin  

Value  

--- Benefit = $25!

--- Price = $15!

--- Cost = $5!

Buyer  

Seller  

Enhance  the  Offer  

-­‐   Free  WIFI  

-­‐   BeMer  Service  -­‐   Relaxing  Music  

-­‐   No  Wai7ng  lines  

Harvard  Business  Review  Magazine,  December  2011  

•  Digital  Informa@on  is  influencing  more  than  50%  of  our  purchases  

•  All  the  informa@on  are  available  for  customers  (Price,  Features,  Reviews)  

•  So  even  if  you  don’t  sell  online  you  need  to  use  online  marke@ng  channels  to  bring  customers  to  your  stores      

Five-­‐year  average  ROI    Amazon.com  (17%)  vs.  discount  &  department  stores  (6.5%)  

Tradi7onal  Mall  

Virtual  Mall  

CRM  System  to  identify  your  customers,    their  shopping  habits  and  preferences  

Creating  the  right  NEXT  BEST  OFFER  

Harvard  Business  Review  Magazine,  December  2011  

Integrate  Online  Channels,  Mobile  Channels,  and  Social  Media  Channels  with  your  existing  

retail  channels  to  create  value  

Shopping  should  be  an  experience  

Hire  the  right  talents  to  help  you  develop  your  digital  retailing  in  the  store  and  online      

Provide  customers  with  access  to  all  the  information  and  data  that  you  have  

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