Posts tagged with Omnichannel

The three best ways to win at omnichannel in 2016

Of all the buzzwords in the ecommerce industry, there is one that has created plenty of confusion among consumers and retailers alike: omnichannel commerce.

The name looks funny, and what's the difference between omnichannel and multichannel anyway?

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fishing net

11 quotes from brands on multichannel data capture

'Omnichannel customer experience' and 'single customer view'; two terms that cause many a marketers' eyes to roll.

There's no doubt that these two concepts have been realised by a select few, bleeding edge brands, but they can be trotted out as best practice without much pragmatism.

Econsultancy's Multichannel Customer Intelligence report in partnership with Station10 looks at how brands have tackled the issue of integrating data into their organisations across multiple channels.

I thought I'd treat you to some choice quotes.

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screen

In-store tech: the screen in the corner that nobody wants to use

We’re obsessed with the evolution of the shopping experience.

Established retailers are trying to learn more about their customers’ shopping habits. The ones getting it wrong are trying to mash tech and the store together into one unwieldy omnichannel concept that turns the customer cold.

This can be summed up as “the screen in the corner that nobody wants to use”.

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Why our wrists could host a retail revolution

Imagine having a personal helper by your side when you shop.

With the smartwatch's rise in popularity, this can now be possible.

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The importance of multiple touchpoints for consumers during purchase: stats

It's another month and therefore another fresh update to our massive Internet Statistics Compendium. 

As usual, we’ve scoured the length and breadth of the internet for the choicest stats and trends from across the digital landscape.

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Three ways to improve profit margins with multichannel retail

As an idea, multichannel retail has gained plenty of traction in the online retail space.

It’s a catchy phrase, fits 21st century ideas, and allows retailers to seamlessly interact with their consumers. 

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Do companies choose their customer service channels anymore?

Following a horrific train derailment, American rail operator Amtrak has come under fire for its handling of the communications related to the tragedy.

Among them, the organization was too slow to provide information and respond to inquiries.

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mobile devices

What is the state of mobile advertising today?

Econsultancy has published a new report aimed at providing insight into the relatively new world of mobile advertising.

In this context, it seems appropriate to ask more generally, "what is the state of mobile today?"

So, for this post I've gleaned Chris O'Hara's views (the report author) on the state of mobile and why the time is so ripe for an explosion in mobile advertising (which over the past four years has seen an annual growth rate of 123%).

From omnichannel realities to the difficulty in audience tracking, here is the state of mobile today...

The report, The New Mobile Display Ecosystem, is available now.

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Delivering a sweeter customer experience

Whether you planned a romantic evening out or ordered your sweetheart's gift last minute, it's clear that Valentine's Day this year went digital.

NRF reported that more than 26% of consumers planned to shop online for their loved ones.

In fact, online shopping showed significant growth during the week before Valentine's Day this year compared to last year, particularly with department stores where online sales grew 34%.

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'i took my business omnichannel, we lost everything' grumpy cat meme

Omnichannel customer service [stats and infographics]

2013 will be the biggest online Christmas shopping year in history, many expecting the £10bn mark to be passed.

With the opportunity inherent, companies face challenges, from shipping to staffing.

But during and after the sales are made, customer service becomes one of the main headaches for companies. If an omnichannel strategy is missing, cue disappointed and increasingly vocal customers.

The customer service expectations of consumers in the UK and beyond has been revealed by Zendesk in a study polling 7,000 people in seven countries. The participants were aged 18-64, with 1,000 surveyed in each of the U.K, U.S., Australia, Brazil, France, Germany and Japan.

The data suggest that British customers demand the highest-levels of customer service in Europe. The data also reveal much about preferred communication channels and what good customer service can do for a brand.

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Evans Cycles on the key drivers for multichannel shopping

Will Lockie is Multichannel Head at Evans Cycles, responsible for helping a 90 year old retail brand bridge the gap between online and offline. 

He'll be presenting at our JUMP event on October 9, on the subject of identifyng drivers for multichannel shopping behaviour to improve multichannel experience. 

Here, Will talks about the company's approach to multichannel retail, the value of a physical presence, click and collect, using QR codes and more...

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econsultancy jump

Why omnichannel retailing is essential to Game's future growth

The Game Group was one of several high profile retailers that ran into financial difficulties in the past few years, eventually entering administration back in March 2012.

However under new ownership as Game Retail Ltd and with a renewed focus on omnichannel retailing the company expected to make £20m profit in the year ending July 31 2013.

To find out more about the business’ omnichannel strategy and plans for future growth I spoke to insight and reward director Fred Prego, who will also be speaking at Econsultancy’s JUMP event on October 9.

JUMP is all about creating seamless multichannel customer experiences. Now in its fourth year, the event will be attended by more than 1,200 senior client-side marketers. This year it forms part of our week-long Festival of Marketing extravaganza.

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