wanderinghawkers omnichannel v6.0

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7/23/2019 WanderingHawkers OmniChannel v6.0 http://slidepdf.com/reader/full/wanderinghawkers-omnichannel-v60 1/21 Trends in Omni Channel Strategy in Retail  Ayush Agarwal (G002)  Akriti Arora (G006) Pratik hatia (G00!) Pur"a Ganediwal (G02 Sneha Girish (G02#)  Ankur Gu$ta (G02%)  A&hik Tayal (G060) Grou$ '' Team andering *awkers

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Page 1: WanderingHawkers OmniChannel v6.0

7/23/2019 WanderingHawkers OmniChannel v6.0

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Trends in OmniChannel Strategy in

Retail

 Ayush Agarwal (G002) Akriti Arora (G006)Pratik hatia (G00!)Pur"a Ganediwal (G02Sneha Girish (G02#)

 Ankur Gu$ta (G02%)

 A&hik Tayal (G060)

Grou$ ''Team andering *awkers

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 hy and what isOmni+ Channel

retail,

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-odels in $ra.ti.e

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Omni .hannel retailSu$$ly Chain

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Consumer &eha"iourin omni+.hannel

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est+in .lass Omni.hannel retailers

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Oasis Star&u.ksUK fashion retailer 

• It has an ecommerce site, mobileapp, brick-n-mortar stores

• It arms its in-store associates withiPads to give shoppers on-the-spotinformation on product availability• Similarly online customers can use/seek and send service whereretailer searches its stores for theproduct and ships it to the shopper.

• It provides convenient (and free)options when it comes to returningitems

•  seamless user e!perience acrossall channels

• "ustomers have the option ofchecking and reloading theirStarbucks card balance through theirphone, the Starbucks website, or whenthey#re at the store• ny balance or pro$le changes arealso updated in real-time, across all

channels.• Payments can be made throughphysical reward cards or phones withreal time balance updates

The coee company 

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Chi$otle ank o1 Ameri.a Mexican Grill  Higher Standards

• %ultiple channels for customers toplace orders

• "ustomers can place an order onlinefor pick-up at nearest store locations.• &hey can also use the mobile app toorder.• 'ser can create an account and cantrack pas orders, save their favoritesfor faster ordering in future

• ccount information can be accessedboth online and using the app.

• rand that is trying to providedynamic e!perience to the customers

• part from physical locations, it hasmobile and desktop apps for theconvenience of the customers• It allows almost everything throughall the channels from che*uedepositing to appointment scheduling. "omple! banking needs are yet to be

ful$lled but many of these like payingbills etc. are implemented

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isney  Entertainment Giant

• +ood attention to details• %obile responsive website giving incredible user e!perience• &rip planning website also works well on mobile• %y isney e!perience tool plans your entire trip from booking diningplaces to securing fast pass• In the park, you can use your mobile app to locate the attractions youwant to see, as well as view the estimated wait time for each of them

-agi. &and $rogram tool that acts as a hotel room key, photo storagedevice for any pictures taken of you with isney characters, and a foodordering tool.

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-a3or Challenges

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Best Practices in Omni Channel

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 hat Showroomers want, hat Showroomers want,

What do Showroomers desire?

Showroomers are those who try on or check outproducts in person, but decide to purchase them

online if they $nd a better price.# Ty$es o1 Showroomers# Ty$es o1 Showroomers

Frequency of Mobile Activities In-Store

More interested inmobile commerce

Want personalised experien

20% of consumers are showroomers o! " reason for showroomin

%easons why consumersen#a#e in showroomin#

More li&ely to en#a#ewith onlineadvertising

More li&ely toparticipate in loyalty programs

Interested in new retailconcepts that improveshoppin# experience

Will trade personal details forRewards

Showroomers are

more Loyal

customers

*Source: ComScore, Delloitte reports

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How to deal with Showroomers?

'y (nablin# Technology

Mobile Apps )i#ital Si#na#e and *ios&s Social Media

Price Matching Strate#

 'nterest in .ondu.ing'nterest in .ondu.ing "arious -o&ile a.ti"ities "arious -o&ile a.ti"ities

445445 +ocation-based chec& in

4545 Interact with store,s social media pa#e

445445 ost experience on my own social media pa#e

*Source: ComScore, Delloitte reports

Reward O7ers that 'n8uen.e 'n+store Pur.hases

“ 

   “Lastly , Embrace Customer Habits)i#ital %eceipts

.% 'arcodes

roduct/urchase sharin#

Wishlist Sharin#

)i#ital 0oupon %eadin

1eo-2a##in#

articipationmar&etin#3#ami4cation5

Shared shoppin#cart

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'nside o1 asu..ess1ul

im$lementation

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Customer ri"eneli"ery 

2 4 9n"enient : Se.urePayment Systems

;o.us onSu$$ly Chain

Ro&ust Order -anagement

"loud enabled paymentsystems

&echnology advanced /"ost e0ective solutions

%obile paymentsincrease convenience

1ocus on secured

payments

2ptimi3ed warehousing/ distribution operations

 llign to customere!pectation

%ore cordinationbetween variouschannels

"lick-n-collect 4eserve-n-collect rop Shipping

customer order triggersshipment from 5rd party

"oded delivery lockers collect 6return item atconvenient places

Seamless integrationfrompoint of order to the

$nal delivery &ransfer of real time  information between

departments

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Consumer &eha"iourin omni+.hannel

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