omnichannel retail: how effective is your program?
DESCRIPTION
You know Omni-channel matters because 88% of shoppers today research purchases before they buy them in store, but do you have a comprehensive view of how the customer experience is connected at each stage of the process? Moreover, do you know if your customer experience teams are performing at each touchpoint of the customer's journey? Check out this deck and our webinar for more tips on building a successful omni-channel retail program that will put you on track to delivering experiences customers love, every single time. Access the webinar here: http://www.medallia.com/event/retail-webinar-series-pt-4-moving-multi-channel-omni-channel/TRANSCRIPT
You know Omni-channel matters because most of your customers are omni-channel shoppers.
of shoppers who started researching purchases online went on to buy in-store.
of shoppers check product information via mobile while shopping in-store.~33%
88%
Medallia © 2014 Sources: KPMG, MIT
AND they spend MORE
Omni-channel customers spend 208% more than customers that shop in-store only.
208%
Medallia © 2014 Sources: Deloitte
In fact, omni-channel feedback connects journeys
Since most shoppers cross channels for purchases…
…their feedback encompasses the whole journey for a holistic view of CX.
Medallia © 2014
Research
Web In-Store Fulfillment Social
Recieeve Assistance
Purchase
RecieveItems
Returns/Exhange
Share my Opinion
And give a comprehensive view of the customer’s experience at each stage of the process
Pervent “first-time-right” at each stage of the installation journey
Sales
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Field Force
Network
Logistics
End-to-End Delivery
Medallia © 2014
So, are you measuring those experiences with each unique channel along the customer journey?
Medallia © 2014
ExperienceSocial
ExperienceIn-Store
ExperienceMobile
ExperienceWeb
ExperienceCall Center
And is your omni-channel program e�ective?Three questions to ask about your own business:
What are the key journeys in my business?
How can we get relevant feedback?
Who is accountable for taking action?
1
2
3
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Don’t have all the answers? It’s OK
We have a webinar on building an omni-channel retail program that can help.
It’s just one of many in a series that’s dedicated to helping leaders like you deliver experiences your customers love.
Medallia © 2014
How Leaders in Retail Deliver CX Excellence A four part series to inform, educate and advance your thinking
Part 1: Wire the EnterpriseHow connected retailers align their company with customer feedback from executives to the frontline.
Part 2: InnovateTurn insight into action - How innovation in retail can drive consistent results.
Part 3: GatherLeveraging mobile technologies to capture non-buyer and in-the-moment feedback.
Part 4: Omni-ChannelCreating a more unified brand experience.
Medallia © 2014