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Omni-channel Best Practices How Retailers can Survive in an Omni-Channel World Jorij Abraham
© Unic - Seite 2 Agenda Introducing Unic What is Omni-channel Management? One of our Best Practices Three Characteristics of Omni-Channel Players
© Unic - Seite 3 Click to edit Master title style We increase our customers success in e-business. Mission of the Unic Group
© Unic - Seite 4 A Selection of Our Clients RetailB2BFashionB2B2C Construction Fashion enthusiastic about our valuable customers...
What is Omni-Channel Management?
© Unic - Seite 6 From Single to Omni-Channel Single channelMulti-channelCross-channelOmni-channel ExperienceSingle touch pointChannel act alone, experience differs Channels strengthen each otherExperience is aligned across all channels PropositionAllgnedDifferent assortment, prices services New services: C&C, in-store home delivery, etc Unified brand, service, assortment Focus-LearnGrowMake profitable OrganizationOne organizationSeparate eCom. UniteCommerce unit becomes part organization Integrated channel management for communication & commerce TechnologyOne platformSystems are silosLogistics, assortment & CRM are integrated Shared platform for all channels from web, to mobile to cash register.
© Unic - Seite 7 Commerce + Content = Experience Commodity 0.01 – 0.02 / cup Product 0.05 – 0.25 / cup Experience 2.50 – 5.00 / cup
© Unic - Seite 8 From Content, to Commerce, to Experience Single channelOmni channel ManagementOf a channelOf the customer journey SellingA productAn experience OptimizationFact, usability drivenEmotionally driven FocusOn sellingOn informing, educating and entertaining ArchitectureContent & sales resides on one siteDistributed across many sites MediaText and imagesVideo, augmented reality, … CommunicationSending informationInteracting with the customer Critical success factorPriceBrand
Three Characteristics of Omni-Channel Players NPS, Architecture, Speed
© Unic - Seite 10 The Net Promotor Score (NPS)
© Unic - Seite 11 Integrated Customer Centric Architecture
© Unic - Seite 12
Unic B.V. De Ruyterkade 124 1011 AB Amsterdam Phone +31 20 531 48 80 firstname.lastname@example.org www.unic.com Unic N.V. Arenbergstraat 44 1000 Brussels Phone +32 2 274 10 90 email@example.com www.unic.com Unic Benelux © Unic - Page 13 firstname.lastname@example.org email@example.com Jorij Abraham Director of Consulting Axelle Leroy Marketing Manager Benelux Jos Strijbosch Senior Account Manager firstname.lastname@example.org Igor Corvers Director Sales & Marketing email@example.com
Office for Harmonization in the Internal Market (Trade Marks and Designs) 9th Designs Liaison Meeting – 7 October 2010 – Item No. 4.
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