send15 | the customer journey in a digital world: one customer. many journeys. infinite...
Post on 21-Mar-2017
1.314 Views
Preview:
TRANSCRIPT
#SEND15
THE CUSTOMER JOURNEY - IN A DIGITAL WORLDOne customer. Many journeys. Infinite possibilities.
Ivano Fossati
Director Business Development – EMEA CoE
SAP - hybris
The Customer Journey - in a Digital WorldOne customer. Many journeys. Infinite possibilities.
Ivano Fossati
Director Business Development – EMEA CoE
SAP - hybris
80% of CEOs believe their brand provides a superior customer experience.
8% of their customers agree.
(Bain & Company)
“Customer centricity
is a culture of putting the
customer at the center of
everything you do.”
Brian Solis
From the Industrial to the Digital Economy
CONSUMER ECONOMYINDUSTRIAL ECONOMY
1900 1950
SCARCITY
ABUNDANCE
PRODUCTS DESIRE
From the Industrial to the Digital Economy
DIGITAL ECONOMYCONSUMER ECONOMYINDUSTRIAL ECONOMY
1900 1950 2000
SCARCITY
ABUNDANCE
PRODUCTS DESIRE ENGAGEMENT
Customer Engagement and Commerce in the Digital Economy
Customers create their
journeys through contextual,
consistent experiences
regardless of channel.
Customer Engagement and Commerce in the Digital Economy
Customers create their
journeys through contextual,
consistent experiences
regardless of channel.
Data is the fuel to optimize
the customer experience in
real-time and create new
business value.
Customer Engagement and Commerce in the Digital Economy
Customers create their
journeys through contextual,
consistent experiences
regardless of channel.
Data is the fuel to optimize
the customer experience in
real-time and create new
business value.
Business value is monetized
over time through agile,
customer-centric business
models
of the buying process is completed before a first interaction with sales.Source: Customer Executive Board
57%of customers are willing to pay more for a better customer experience.Source: AMEX Global Barometer
86%
What’s going on NOW
brand-related conversionshappen online every day.Source: Keller Fay Group
2.4 BILLION
Top 3 organizational inhibitors to OMNICHANNEL Source: RSR Research
don’t have a single view of
customers across channels
54%
inventory & order management
are not integrated across
channels
42%
store systems are too difficult to
change and adapt to
cross-channel strategies
37%
Retailers need a single view of customers. BUT more importantly, customers need a SINGLE view of the retailer.
Mobility first
Buy, fulfill, return
anywhere
Digitization of the
store – Internet of
Things
Geographical
expansion,
emerging markets
Differentiation;
brand content, social
engagement, and
Innovation
Business and
technological agility
New business
models
Personalized and
contextual experience
across all touchpoints
Faster everything
Single view of
customer, inventory,
and products
Top 10 for brands and retailersWhat CMOs and CIOs know they need to achieve to compete and WIN
REFER
FRIENDS
POST
REVIEW
JOIN
GROUPS
TRACK
ORDER
RECEIVE
PACKAGE
MISSING
ITEM
SETUP
PHONE
BILLING
ISSUE
MAKE
PAYMENT
PHONE
DAMAGE
TERMINATE
SERVICE
NETWORK
ISSUE
CHANGE
ADDRESS
RECEIVE
OFFER
DISCOVER
NEED
RESEARCH
RECEIVE
OFFER
TRACK
ORDER
RESTART
SERVICE
SHOP &
BUY
SHOP &
BUY
RECEIVE
PACKAGE
MISSING
ITEM
POST
REVIEW
SETUP
PHONE
BILLING
ISSUE
MAKE
PAYMENT
PHONE
DAMAGE
TERMINATE
SERVICE
JOIN
GROUPS
NETWORK
ISSUE
CHANGE
ADDRESS
RESTART
SERVICE
RECEIVE
OFFER
REFER
FRIENDS
WEB
DIGITAL ADS
WORD OF
MOUTH
SOCIAL
TV
RETAIL
STORE
WEB
SHOP
REVIEWS
SEARCH
KW/ADS
CONTACT
CENTER
WEB
SHOP
SOCIAL
RETAIL
STOREWEB
SHOP
CONTACT
CENTER
CONTACT
CENTER
RETAIL
STORE
CONTACT
CENTER
CONTACT
CENTERSOCIAL
WORD OF
MOUTH
SOCIAL
SUPPORT
PORTAL
?
SUPPORT
PORTAL
?
BRANDED
COMMUNITY
?
AWARENESS
INTEREST
CONSIDERATION
ACTION
USE
ACTION
ADVOCACY
ADVOCACY
DECISION
USE
EACH CUSTOMERSCRIPTS THEIR OWN JOURNEY
EVERY JOURNEY IS UNIQUERetailers must craft strategies to address expectations
at every point along their unique paths.
Points of engagement determine Customer experience
Consistent, positive
social sentiment
Reliable, accurate, and trustworthy
reviews by like-minded customers
Relevant, personalized offers
At the ready configured products,
offers, and promotions
Fast, easy, and relevant
information and support access
Fast, positive, tailored support experience
Relevant, personalized
search and content
Reach, engage, and serve customers with timely, tailored, and relevant products and offers
to enable a compelling and consistent experience across brands and channels.
High touch consultative engagement
REVIEWS
WEB
RETAIL
STORE
MOBILE
CONTACT
CENTER
SUPPORT
PORTAL
SOCIAL
Transforming isolated business process and interactions
DISPARATE AND SILOED UNIFIED AND COORDINATED
CUSTOMER ENGAGEMENT & COMMERCE
Web Mobile Store/ Branch Call Center Digital Goods Marketplace PrintSocial Search Sales/ Service Email
ACQUIRE
MONETISE
ADVOCACY - COMMUNITY
FULFILL
ENGAGESEAMLESS
customer
journey across
all channels
SINGLE VIEW
of the customer
INTEGRATED
across sales,
service, marketing
and commerce
EASY-TO-USE
business tools to
empower business
users
PROFILE
RELEVANCE
NORMALIZATIONIM
PLIC
IT
BROWSE
CLICK
OPEN
CLOSE
IGNORE
WALK-BY
HOVER
EX
PLIC
IT
BUY
REGISTER
SUBSCRIBE
RETURN
COMPLETE
SEND
SHARE
ENGAGEMENT
LISTENINGEVENTS FROM
TRIGGERS TO
Same look and feel for brand recognition
Same Inventory and Pricing
Same Delivery Options regardless the channel
Returns accepted through all channels
24/7 service
Real-time contextual Marketing
Loyalty programs
Omnichannel Best Practice
Omni-Commerce from a Customer point of view is to experience a continous, contextual, and frictionless
experience with a brand.
OMNICHANNEL from the customers’ point of view is to
experience a continuous, contextual, and frictionless
experience with the brands they choose to engage with.
top related