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Omnichannel in a Digital

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Omnichannel in a Digital OMNICHANNEL / A PRESENTATION BY KEGA IN A DIGITAL AGE PRESENTATIE / TAKING RETAIL FURTHER TODAY • Short introduction Kega • Omnichannel Monitor Kega • Omnichannel trends / solutions – Profit – Process – Branding – Staff PRESENTATION / TAKING RETAIL FURTHER ABOUT KEGA PRESENTATION / TAKING RETAIL FURTHER ABOUT KEGA • Our mission To take retail further • Our target group Enterprising retailers and brands • Our role An inspiring sparring partner who combines strategic thinking with organisation and action PRESENTATION / TAKING RETAIL FURTHER ABOUT KEGA • Our brand values Strategically smart, innovative, enterprising • Our solutions InTouch apps & portals, in-store lost sales apps, Magento e-commerce solutions, digital content and marketing campaigns. • Kega facts • Digital retail agency • 80 employees • Founded in 1993 PRESENTATION / TAKING RETAIL FURTHER THE SHOPPING SYMBIOSIS Vision on retail(inspiration) • In-depth articles Contemplative and comprehensive stories on some fascinating retail themes which are sure to play major roles in the coming years. • Columns Personal opinions, frustrations and tips & tricks concerning retail topics that are occupying all our minds. • Retail Bites Brief snapshots of inspirational new retail concepts that you just have to have read about. SERVICES / PRODUCTEN KEGA COMMERCE COMMERCE CONNECT CONTENT We design, implement and support We design, develop, implement and Content is about creating and platforms that help retailers and support the InTouch platform for distributing relevant, valuable and brands merchandise and sell retailers who want to transform their personal content to attract, acquire products and services across employee engagement and and engage a clearly defined and channels and changing demand empowerment understood target audience – with the objective of driving profitable customer or employee action KLANTEN / KEGA PRESENTATION / TAKING RETAIL FURTHER TAKING RETAIL FURTHER PRESENTATIE / TAKING RETAIL FURTHER OMNICHANNEL | COMMODITY IN NL? PRESENTATION / TAKING RETAIL FURTHER KEGA OMNICHANNEL MONITOR PRESENTATIE / TAKING RETAIL FURTHER KEGA OMNICHANNEL MONITOR (2019) ONDER 125 WEBSHOPS Click & Collect Bezorgen • Click & Collect | 77% van de retailers • 24% van de onderzochte retailers biedt biedt dit online aan te allen tijde gratis bezorging aan • Click & Collect | 51% communiceert • 70% van de retailers biedt over afhaalmoment next-day delivery aan • 11% van de retailers biedt same-day delivery aan Stock Check & Reserve Retourneren • Stockcheck | 49% van de webshops kan • Bij 76% van de retailers kan er worden je voorraad checken geretourneerd in de winkel • Van deze retailers biedt 30% • Bij 19% moet je betalen om te Check & Reserve aan retourneren. PRESENTATIE / TAKING RETAIL FURTHER KEGA CUSTOMER OMNICHANNEL Bezorgen – verwachting consument MONITOR • Bij aankoopbedrag van > €20,- verwacht de (consumentenonderzoek ) consument gratis thuisbezorging • Thuisbezorging op afspraak is belangrijker dan bezorging binnen een dag • Vooral jongeren zien het nut van • Levering op zondag wordt niet als normaal crosschannel diensten, als click & ervaren collect, check & reserve, ship from store • Inzicht in de winkelvoorraad of kiosk in Retourneren - verwachting consument de winkel is een belangrijke tool om lost • In alle leeftijden vindt de consument het normaal sales te voorkomen in de winkel een online bestelling via de winkel retour te kunnen zenden. • De helft van de consumenten heeft er begrip voor om voor een retour te betalen PRESENTATIE / TAKING RETAIL FURTHER OMNICHANNEL SOLUTIONS Process Staff ▪ frictionless retail ▪ staff journey ▪ efficiency ▪ staff performance Profit Branding ▪ improve ▪ digital signage conversion rate ▪ loyalty and traffic ▪ effective campaigns OMNICHANNEL SOLUTIONS - EXAMPLES PRESENTATIE / TAKING RETAIL FURTHER IMPROVE CONVERSION LOCAL RELEVANCY To make use of the importance of reviews employ these in physical POS and digital price tags and screens to emphasize the fact of up-to-date information. After all, peers and friends are the best salesmen. • Nike, New York: referring to New York and its 5,8 K (Instagram) likes of this specific product. • 4star Amazon store, New York: the whole review in a physical format and mentioning the stars at the digital price tag. PRESENTATIE / TAKING RETAIL FURTHER LONG TAIL SOLUTION A long tail solution like this, empowers staff and improves conversion, at the same time, by creating a more efficient sales process. Important when installing such a kiosk: ▪ Carefully thought-out UX and UI. ▪ Focus on customer journey. ▪ Training staff to be comfortable in using the application. ▪ EAN-scanner: Scan ean-code and shop. Avoid lost sales by giving the opportunity to buy in webshop if local stock has run out. ANWB, Utrecht PRESENTATIE / TAKING RETAIL FURTHER PROCESS SCAN More efficiency in the consideration phase of the customer journey by developing a ‘scan-tool’ within the app. Scan mannequin in window (also after openings hours!) or instore and be able to directly add individual items to your basket. Or use Check & Reserve. Nike, New York PRESENTATIE / TAKING RETAIL FURTHER PROCESS FITFINDER More efficiency in the consideration phase of the customer journey by developing a ‘fitfinder’-tool. • A fitfinder-tool will help the customer (and staff) selecting the correct size of a brand you have not yet bought, by giving information on your current sneakers. • Integrate the tool on website, instore in a kiosk and in device employee. JD Sport PRESENTATIE / TAKING RETAIL FURTHER IMPROVE PROCESS Possibilities like click & collect and check & reserve have pro’s & con’s: • Improve efficiency: check local stock online and staff will collect the requested items and store these in your personal locker. • How do you combine this with cross sell or up sell? • Which will give a better customer experience? Nike, New York PRESENTATIE / TAKING RETAIL FURTHER IMPROVE PROCESS CHECKOUT Pay mobile anywhere in store. • Skip the line and pay mobile at the employee. Advantage: no items will ‘disappear’ on the way to the checkout. Self checkout. • Save time and check out yourself at the easy-to-use DIY cash register. • E-receipts. Buy instore, deliver at home. • When shopping, customers might regard ‘walking around with their bought items’ an obstacle. In this case it would be an extra service to be able to fit & pay instore and get the bought items delivered at home. Nike, New York PRESENTATIE / TAKING RETAIL FURTHER PREDICTIVE ANALYTICS > ANTICIPATORY SHIPPING PRESENTATIE / TAKING RETAIL FURTHER THE LAST MILE PRESENTATION / TAKING RETAIL FURTHER HUNKEMOLLER FLAWLESS CUSTOMER EXPERIENCE PRESENTATIE / TAKING RETAIL FURTHER OMNICHANNEL – FOR A BIG PART IT’S ABOUT STAFF PRESENTATIE / TAKING RETAIL FURTHER PRESENTATION / TAKING RETAIL FURTHER CHALLENGES IN RETAIL Combining stores & online with a special emphasis on staff • Educated, trained and motivated staff is needed for “ EMPLOYEE omnichannel success ENGAGEMENT IS A • How to inform staff upfront in stead of later than the consumer? TRANSFORMATION PROCESS ACROSS • How to transform your communication with individual staff to their natural habit? DEPARTMENTS“ • How to make a profit out of click & collect? • How to turn a return into ‘new’ ticket? • How to make Check & Reserve work for you and your customer? • How to use contests to let people perform better? RETAILAn introduction INTOUCH / TAKING RETAIL FURTHER Align stores with online for the ultimate customer experience with an engaging staff PRESENTATIE / TAKING RETAIL FURTHER LET’S STAY INTOUCH KEES VERKADE Partner / owner KEGA.NL.
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