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The Rise of the Omni-ShopperThe Rise of the Omni-Shopper

Allan DaviesChief Marketing Officer, SymphonyEYC

Retailing Insights, Innovation, and Inspiration

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The Rise of the Omni-ShopperDisruptive Change in Shopper Behavior

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Disruptive Change in Retail Mobile Game Change, new shopping processes, new challenges & opportunities

Supply Driven Retail

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Disruptive Change in Retail Mobile Game Change, new shopping processes, new challenges & opportunities

Supply Driven Retail Store Driven Retail

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Disruptive Change in Retail Mobile Game Change, new shopping processes, new challenges & opportunities

Supply Driven Retail Store Driven Retail Shopper Driven Retail

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Disruptive Change in Retail Mobile Game Change, new shopping processes, new challenges & opportunities

Supply Driven Retail Store Driven Retail Shopper Driven Retail

By 2014 almost every mobile phone in theUnited States will be a smartphone - Bain

Online grocery will expand from $9bnIn 2011 to $17 bn in 2016, 56% of onlineshoppers wil use a smartphone - IGD

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Out of Store

Fulfillment

Engagement

The Rise of the Omni-ShopperOnline, Smartphones and Social Media have created a new Shopper

In Store

Shoppers are now deeply influenced bydigital content and services on why

what, where, and how they buy goods

Engaging them via search, social, affiliates,and clubs with high value content is key to

attraction, retention and sales growth

Out of Store they expect multiple ways to accessinformation, select products compile shopping lists, place orders, and arrange pick up/delivery

In Store they want product and locationinformation, navigation aids, non-stocked

ordering, and relevant promotions

They demand availability commitment on order with store, click & collect, drive in, and home delivery choices

This is not evolutionIt’s a revolution in retailing

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Omni-Shopper OnlineEngage, Develop, & Retain Shoppers before the store

Engage Shoppers

SEO/Google ads

Affiliates & Social

Virtual Stores

Enrich the Experience

Web clubs & stores

Recipes, diets, health

Shopping list manager

Develop & Retain

Targeted promotions

Recognition & rewards

Response & innovation

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Shopper Navigation

Shopping Lists

Product location

Route promotions

Shopper Feedback

Paths & hot spots

Out of stock alerts

Promotions click thru

Shopper Recognition

Welcome to store

Offers/coupons

VIP services

Information & Promotion

Category promotions

Availability/order

Mobile, kiosk, wall

Omni-Shopper In StoreAssist, inform, guide, promote - before the checkout

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Omni-Shopper MerchandisingUnderstand behavior, build assortments, execute across channels

Behavior Analysis

Market, stores, & shopper data

Loyalty feedback, crowdsourcing

Analysis & segmentation

Offer Generation

Products, price, places

Sales & margin modeling

Store, shelf, channel plans

Channel Execution

Best execution across omni channels

Product, channel, behavior based

Supplier/Retailer joint initiatives

Omni-channel demand analysisHighly relevant assortmentsExecution on shelf & on line

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Omni-Shopper FulfillmentCommit to availability & order with delivery choice

Real Time Availability

Receive exactly what you ordered

Omni-forecasting & replenishment

Omni-supply chain optimization

Collection Choice

Where, when and how you want

Store/depot pick up, click n collect, drive in

Home delivery with order tracking

Order Commitment

Order status at any time

Picking, packing, moving, ready

Reminder & change alerts

What you wantWhen you want itWhere you want it

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Aldata

Omni-Shopper

Register

Omni-Shopper ManagementThe Core of Omni-Retailing – Insights, Innovation, Inspiration

Know your ShoppersSingle up to date information source

Across channels, products, communications

By their spend, visits, profile, behavior, location

One Shopper information backbone for:Omni-Shopper Marketing

Omni-Shopper Promotions

Omni-Shopper Information Services

Omni-Shopper Demand Driven Assortment

Omni-Shopper Demand Driven Forecast

Omni-Shopper Fulfillment Choice

Profile

Points

Purchases

Preferences

Omni behavior

Segmentation

Location

Response

Purchases

Interactions

Demographics

Personal Profiles

Points/coupons

Preferences

Segments

Social groups

Individuals

Omni-ShopperManagement

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The Rise of the Omni-ShopperThe Rise of the Omni-Shopper

Allan DaviesChief Marketing Officer, SymphonyEYC