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Winning in the Omni-channel Blur November, 2012

Winning in the Omni-channel Blur November, 2012. Steven Dennis SageBerry Consulting & SMU/Cox School of Business. Steven Dennis: Who is this guy?.

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Winning in the Omni-channel Blur November, 2012

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  1. Winning in the Omni-channel BlurNovember, 2012 Steven Dennis SageBerry Consulting & SMU/Cox School of Business

  2. Steven Dennis: Who is this guy? • President, SageBerry Consulting, a boutique consulting firm focused on customer-driven growth and marketing strategy for retail and luxury/fashion brands • Executive-in-Residence at SMU’s Cox School of Business • Before founding SageBerry in 2009, Senior Vice President, Strategy, Business Development & Marketing, Neiman Marcus Group • Prior senior leadership roles at Sears/Lands’ End, NutraSweet, Booz & Co. • BA, Tufts; MBA, Harvard

  3. Key Themes • A constantly connected—increasingly in-charge—consumer • Multi-channel morphing to omni-channel • The death of the traditional purchase funnel • The age of conversation, collaboration & transparency • Like social, love mobile • Think “Me-tail”

  4. The constantly connected--increasingly in-charge– consumer . . . This year 468 MM smart-phones and 64MM tablets will be sold (Gartner)

  5. The constantly connected--increasingly in-charge– consumer . . . Sharing

  6. The constantly connected, increasingly in-charge, consumer . . . Generating and Checking Reviews

  7. The constantly connected--increasingly in-charge– consumer . . . Validating Prices

  8. The constantly connected--increasingly in-charge– consumer . . . And Sometimes Naming Their Own Price

  9. During the past decade, channels have thrived largely based on their distinct benefits

  10. With digital retail gaining share . . .

  11. But the lines are rapidly blurring . . .

  12. The traditional purchase funnel is dying . . .

  13. Consumers now engage in an “omni-channel blur”

  14. A New Age: Conversation, Collaboration & Transparency

  15. Social Media:The vehicle, not the destination

  16. Social commerce is growing rapidly, but is projected to remain relatively small 93.4% US CAGR

  17. “F-commerce” appears to be losing momentum • Only 27% of consumers say they are willing to make a purchase on social networking sites • JC Penney, Nordstrom, Gap & GameStop have all recently closed their Facebook shops • Current concern is slowness of FB apps and adaptation to mobile environments • Burberry, MAC and others have had success using Facebook to drive consumers to their websites • ROI remains difficult to measure

  18. Mobile Commerce:Today “Bricks & Mobile” is pretty basic

  19. Very soon, mobile will revolutionize retail

  20. Mobile commerce is experiencing rapid adoption • Dramatic growth in smartphones and tablets • Explosion of new retailer and 3rd party applications • Comparison shopping on a mobile device while in store has become the #1 mobile behavior across all ages and genders • An estimated 72.8 MM mobile users will research or browse items on their phones this year

  21. Mobile Commerce:Becominga significant sales—and sales influence-- channel

  22. Me-tail: Treat different customers differently

  23. Customer-centric growth strategies embrace the concept of treating different customers differently 1 2 3 4 ActionableCustomerSegmentation CustomerSpecificStrategies Deep Customer Insight RobustAnalytics 23

  24. To sum up . . . • The power is shifting radically from brands to consumers • More and more, the blended channel is the only channel • Digital retail creates exciting new capabilities to transform the customer experience • “Me-tail”—delivery of more relevant and personalized products and experiences—will emerge as a key differentiator • And mobile is becoming a major driver

  25. Q & A

  26. Contact Information Steven Dennis President and Founder SageBerry Consulting 100 Highland Park Village, Suite 200 Dallas, Texas 75205 www.sageberryconsulting.com Phone:(214)-520-6555 Email: steve@sageberryconsulting.com Blog: http://stevenpdennis.wordpress.com SMU/Cox Office: Fincher 410C

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