omni channel basics for retailers and cpg manufacturers
DESCRIPTION
Omni-channel for retailing and Omni-channel for CPG manufacturers. Understand what is meant by omnichannel and what companies are doing to leverage the data, understand their business, attract new customers & increase ROI.TRANSCRIPT
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“Omni-Channel Basic’s for CPG”
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Janet Dorenkott, Bio
• Over 20 years of experience in information technology.
• Founded Relational Solutions in 1996 and co-owns with Rob York.
• Focused on data warehousing, data integration & business intelligence solutions
• Specialize in the complex issues associated with integrating various data
• Contributing author in “The Essentials of Shopper Technology”
• Contributing author in “New Directions in Shopper Technology”
• Member of Retailwire’s Braintrust
• Founder of the Demand Signal Repository Institute on LinkedIn.
• Participated in the implementation of over 200 data warehouse and BI projects for companies
that include Chrysler, Chase, Timken, Xerox, Glaxo, Smuckers, P&G and many others.
• Selected in CIO Review as “Most Promising Big Data Companies”
Property of Relational Solutions, Inc. June, 2014,
Janet Dorenkott Bio
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Agenda
• What is the Omni-Channel
• Why does it matter to CPG?
• Eliminating Internal Competition
• How are customers buying and What’s impacting sales?
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“Top 10
“Companies
on the Move”
Acquired BlueSky Integration Studio
“Best at integrating POS
with Internal data”
Cleveland
Weatherhead 100
Fastest Growing
Businesses
Oracle Developer of the Year
Data Warehouse & BI Consulting
1996 - 98 1999 - 01 2002 – 04 2005 - 06 2007 - 08 2009 - 10 2011 – 12 2013 2014
BlueSky“Coolest New Technologies”
DataStage ETL Best ImplementorsAward
Informatica’sPartner of the
Year
Selects BIS to integrate POS &
TradeEdge
Selects POSmart to
embed in DSR
Best Software” Finalist
Company Background
“Data Warehouse of the Year!”
SAP Certification &
Partnership
Best of Cleveland
Award
CGT Readers Choice Award
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S cialM bileWeL calSt re
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How Customers Buy Today
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Is Social Media Really Worth Leveraging?
• Facebook – 700B minutes
spent/month
• Google – 34,000 search/sec
• Twitter – 500M tweets/day
According to McKinsey Global Institute:
According to Digital Marketing Ramblings:
• Candy Crush – 500 Million Players
• E-bay – 120 Million Active Shoppers
• Facebook – 1.2 Billion Members
• Flickr – 92 Million Members
• Google+ - 300 Million Members
• Instagram – 200 Million Users
• iTunes – 800 Million Users
• LinkedIn – 300 Million Users
• Pinterest – 70 Million Users
• Skype – 300 Million Users
• Snapchat – 26 Million Users
• Survey Monkey – 75 Million Surveyers
• Tinder – 1 Billion Matches
Recent Social Information
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Social IS Influencing Purchasing
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• 85% of people have a cell phone
• 50% of phones are capable of scanning a
QR code
• 17% have scanned a QR code
MOBILE MATTERS!Growing Use of QR Codes
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al
Know Your Customer
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Help me, help you, help others
30MM Users (tripled in 3 years)
84MM Users (Up 37%over last year)
600MM+ miles driven / 33MM User-Generated
month with Waze open Reviews (Up 49% over last year)
Revenues of $2.57B
46 MM Customers
12,300 Employees
140,000 Merchant offers every day
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Socialonline
andand
mobile have been blurring the lines between
in store.
19
Example of One Retailers Mobile Statistics:
Copyright © 2014 . Valeria Maltoni Copyright © 2014
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SOMOLO
Download Our App!
Customer Service
Give Us Your Opinion
Come on In!
Shop On-Line
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yright © 2014 . Valeria Maltoni 27Cop
BOPIS – Buy Online, Pickup In-StoreTarget is making 135 Stores in 38 Markets shipping locations
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Informed Buyers
8
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CONNECTED
9Copyright © 2014 . Valeria Maltoni
Cost Sensitive Buyers & Bargain Hunters
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Know Where/How they are buying
52
Copyright © 2014 . Valeria Maltoni
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54Copyright © 2014 . Valeria Maltoni
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more =
53Copyright © 2014 . Valeria Maltoni
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“The customer doesn't
care who gets credit
for the sale.”- Jamie Nordstrom
President, Nordstrom Direct
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We need to separate the platforms from the content in order
to address customer needs + create cohesive experiences.
14Copyright © 2014 . Valeria Maltoni
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Great Service is a must – and a
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MEASURE WHAT MATTERS
43Copyright © 2014 . Valeria Maltoni
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9%
“I know our digital marketing is working.”
47
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Promotion
Click Stream
Shipments
ReportsScheduled
Sources
Retailer SalesWalMart
Food Lion
Costco
Kroger/DunH
Home Depot
Sam’s
Distributors
Integrate, Validate,
Synchronize & ManageBlueSky
Can feed other systems
BIS
Third Party
POS &
Syndicated
Data.
Website Sales
Users access via web
Web Clicks
Shipments,
Promo, Vendor
Amazon
OverStock
Nielsen, IRI, TD Linx, etc.
Overstock
Amazon
WebSite
Retailer Sales
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Large gaps in measurement, but also creativity, CRM
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Understand your interactions
Property of Relational Solutions, Inc. By Janet Dorenkott June, 2013,
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Know your social Reputation
Property of Relational Solutions, Inc. By Janet Dorenkott June, 2013,
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Know where your sentiment is coming from
Property of Relational Solutions, Inc. By Janet Dorenkott June, 2013,
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See where your Champions are
Property of Relational Solutions, Inc. By Janet Dorenkott June, 2013,
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Understand where you need damage control
Property of Relational Solutions, Inc. By Janet Dorenkott June, 2013,
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Retailer Store Sales
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What are your followers saying
Property of Relational Solutions, Inc. By Janet Dorenkott June, 2013,
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Thank you & Stay Connected!
• Follow Janet Dorenkott on LinkedIn, Email [email protected]
• Call us at 440-899-3296, Janet is x225 / Karen is x 232
• Follow Relational Solutions on LinkedIn, Twitter @POSMARTBLUESKY & ON Facebook
• Join “Demand Signal Repository Institute” & “Big Data Association” Group on LinkedIn
• Subscribe to the relational solutions channel on YouTube:
– Relational Solutions Channel
• Visit us at www.relationalsolutions.com or call 440-899-3296 x225
• Learn more from our webinars & Download our Whitepapers
• See product demo’s & download trials from our website
– POSmart Demo – Thursday, July 10 @ 2pm ET