Version 0.2

CUSTOMER EXPERIENCE THROUGH OMNICHANNEL RETAILING

RETAIL IS LOOSING GROUND AS DIGITAL FORERUNNERS

LEADERS

SLACKERS

FOLLOWERS

ASPIRERS

Retail

2014Retai

l2016

2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015

4.9 6.8 9.014.3

17.720.4 22.1

25.027.7

31.637.0

42.9

50.0Mdr Kr

75% Checks the delivery terms before placing an order

WHAT IS YOUR CUSTOMER DOING RIGHT NOW?

42% Use their mobile device to research a product or a service

30% Make their purchase in a foreign e-commerce stores

WHAT IS YOUR CUSTOMER DOING RIGHT NOW?

Consideration

Awareness

Evaluation

Buy

Post-purchase

Relationship management

Awareness

GRAB ATTENTION OF CUSTOMER WALKING DOWN OMNICHANNEL HIGHSTREET

CONSIDERATION Consideration

YOUR OFFER RECOGNIZED THROUGH ALL CHANNELS

CUSTOMER COMPARES YOUR OMNICHANNEL OFFERING

Evaluation

CUSTOMERS WON’T LINE UP IN YOUR ONLINE STORE

Buy

POST PURCHASE AS A FOUNDATION TO RETENTION

Post purchase

Relationship managemen

t

INVOLVE CUSTOMERS AND LET THEM BE PART OF YOUR BRAND

UPDATED TARGETS AND ADJUSTED ORGANISATION WILL CONTINUE TO ENABLE GREAT CUSTOMER EXPERIENCE

Retail

2018Retai

l2016

LEADERS

SLACKERS

FOLLOWERS

ASPIRERS