multichannel innovation-webloyalty
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Innovation in a multichannel world
18 October 2012
Guy Chiswick Managing Director, Webloyalty
A future shopping trip
Online In-store
Research products, availability and prices online
Product selection and details sent to mobile phone
Go to shop to view the product
Find product in a shop
Mobile used to scan products for price comparison and product
information
Customer locates nearest shop with best price and availability
using GPS map
Customer finds online is cheaper, uses mobile to go online and buy the
product
Mobile used to reserve item at chosen store
Mobile used to download or redeem mobile coupon
Once payment is made, customer receives mobile coupon via text to redeem
against next online purchase
Message from retailer with recommendations
Customer logs into store, receives update
of deals and personalised product
suggestions
Customer reviews product and asks for
opinionOrder product in store and track
delivery
Multichannel innovation
Usage is commonplaceBig can be betterBut smaller is often clevererReturns are a major issueConsistency is key
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