1. Omni-channel Best Practices
How Retailers can Survive in an Omni-Channel World
Jorij Abraham

2. Agenda Introducing Unic What is Omni-channel Management?
One of our Best Practices
Three Characteristics of Omni-Channel Players

3. We increase our customers’ success in e-business.
Mission of the Unic Group

4. A Selection of Our Clients
enthusiastic about our valuable customers...
B2B2C
Fashion
Fashion
Retail
Construction
B2B

5. What is Omni-Channel Management?

6. From Single to Omni-Channel
Single channel
Multi-channel
Cross-channel
Omni-channel
xxx
Experience
Single touch point
Channel act alone, experience differs
Channels strengthen each other
Experience is aligned across all channels
Proposition
Allgned
Different assortment, prices services
New services: C&C, in-store home delivery, etc
Unified brand, service, assortment
Focus -
Learn
Grow
Make profitable
Organization
One organization
Separate eCom. Unit
eCommerce unit becomes part organization
Integrated channel management for communication & commerce
Technology
One platform
Systems are silo’s
Logistics, assortment & CRM are integrated
Shared platform for all channels from web, to mobile to cash register.

7. Commerce + Content = Experience
xxx
Commodity
€ 0.01 – 0.02 / cup
Product
€ 0.05 – 0.25 / cup
Experience
€ 2.50 – 5.00 / cup

8. From Content, to Commerce, to Experience
Single channel
Omni channel
Management
Of a channel
Of the customer journey
Selling
A product
An experience
Optimization
Fact , usability driven
Emotionally driven
Focus
On selling
On informing, educating and entertaining
Architecture
Content & sales resides on one site
Distributed across many sites
Media
Text and images
Video, augmented reality, …
Communication
Sending information
Interacting with the customer
Critical success factor
Price
Brand
XXX

9. Three Characteristics of Omni-Channel Players
NPS, Architecture, Speed

10. The Net Promotor Score (NPS)

11. Integrated Customer Centric Architecture

13. Igor Corvers
Director Sales & Marketing
Jos Strijbosch
Senior Account Manager
Jorij Abraham
Director of Consulting
Axelle Leroy
Marketing Manager Benelux