Download - 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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