making the unified customer experience a...
TRANSCRIPT
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Making the Unified Customer Experience a Reality
MAGENTO WEBINAR SERIES AUGUST 12, 2015
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THE CONNECTED CONSUMER
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The Connected Consumer
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Journey is Evermore Complex
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Customer Behavior and Expectations
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DELIGHT ATTRIBUTESTHE UNEXPECTED
PERFORMANCE ATTRIBUTESACHIEVEMENT +CUSTOMERSATISFACTION
BASIC ATTRIBUTESTHE EXPECTED
TIME
TIME
CUSTOMER SATISFACTIONBUSINESS AND REPEAT BUSINESS
DEGREE OFACHIEVEMENT
FEATURE EXECUTION
KANO
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UNIFIED CUSTOMER EXPERIENCE
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UNIFIED CUSTOMER EXPERIENCE
UNIFIED COMMERCE PLATFORM
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planning UCP rollouts near term 53%
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Change Management….
Organization Technology Metrics
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…Seems Daunting…
Organization Technology Metrics
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…But Partners Can Help
Commerce Strategy Digital Design
Integration and Customization
Monitoring and Support
Commerce Platforms Order Management
Operations and Fulfillment
Marketing And CRM Services
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Where Others Are On the Path
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Concrete Ways To Get Started
Unified Inventory
Unified Gift Cards; and…
Unified Payments Methods
Digitally influenced in-store sales
…Therefore, Mobile, Mobile, Mobile
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Technology
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Unified Inventory
73% expect “click and collect”(BOPUS)
86% return online orders to store
89% view store inventory online
25% won’t buy without
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Ten Thousand Villages
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Ten Thousand Villages Objectives
Influence sales in store
Display in-store inventory online
Display “Store Only” inventory online
Unified Payment Options
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Ten Thousand Villages
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Mobile - Purchases and Influence
Responsive Site
Mobile App
Digital has HUGE influences in-store
“Showrooming” helps retailer most
Note: Mobile Transactions grew 10% in past 3 months
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Mobile Funnel is Changing
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Mobile Funnel is Changing
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Mobile Funnel is Changing
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Beauty Counter Objectives
App for consultants to place orders
Seamless integration with ecommerce
Seamless integration with other key systems (commissions, events, etc.)
IOS and Android; Standard APIs
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Cross-Platform App
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Integration with Ecommerce
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Orders, Shipping & Payment
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rolling out new POS technology
70%
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MILLY Objectives
Seamless integration with new POS
Responsive design vs M-Dot site
Orders from stores or warehouse
Returns to store or warehouse
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Metrics
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LISTEN TO THE CUSTOMER!
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Analytics & Data-Driven
Source: Monetate EQ4 2014
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HUGE VARIATION BY CATEGORY
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1/5 of fashion shoppers influence nearly
70% of the purchasing power.
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Organization
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consolidate consumer facing IT
90%
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Examples of Challenges
Sales Attribution: • Shadow P&Ls?
Reporting: • Data warehouse and analytics?
Organization: • Consolidated customer-facing IT?
• Vertical or horizontal integration
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UNIFIED CUSTOMER EXPERIENCE
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UNIFIED CUSTOMER EXPERIENCE
UNIFIED COMMERCE PLATFORM
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UNIFIED CUSTOMER EXPERIENCE
UNIFIED COMMERCE PLATFORM
UNIFIED CUSTOMER EXPERIENCE
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THANK YOU
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