We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success

Zes stappen naar een succesvolle omnichannel strategie

Shopping Innovation Expo 2016

We maximize your e-commerce success We maximize your e-commerce success We maximize your e-commerce success We maximize your e-commerce success

Even voorstellen

Patrick van DijlDigitaal Strateeg| ISM eCompany

p.vandijl@ism.nl Linkedin.com/in/patrickvandijl

Vorige bedrijven

Opleidingen

3We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success

ISM eCompany

We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success

5We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success

years of e-Commerce experience

20+

100+e-Marketing customersSana & Magento Shops

500+ Design customers

100+

Netherlands | USA | Indonesia| UK | Belgium | Australia |

Ukraine | Sri Lanka | Austria

10offices

e-Commerce specialists

400+

6We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success

Agenda

• Wat is omnichannel?• Sense of urgency• Omnichannel

uitdagingen• Zes stappen naar een

succesvolle omnichannel strategie

7We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success

Omnichannel

We maximize your e-commerce success We maximize your e-commerce success We maximize your e-commerce success We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success

Omnichannel

Omni-channel

Omni Channel

9We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success

Wat verstaan wij onder omnichannel?Verschillende retail kanalen naadloos met

elkaar geïntegreerd De klant(beleving) staat centraal!

10We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success

Single channel naar omnichannel

11We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success

Kanalen vervagen…

12We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success

… en voegen samen

13We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success

64% van de verkoop in de fysieke winkel wordt beinvloed door online

Bron: “Navigating the new digital divide’, Deloitte Digital, Mei 2015

14We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success

Sense of urgency

15We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success

“Omnichannel Retail Brands Increase Revenue 28% via Ecommerce Presence”

”77% of smartphone-related transactions are actually happening within the store”

'60% of our revenue is via omnichannel,' says Esprit boss

We maximize your e-commerce success We maximize your e-commerce success We maximize your e-commerce success We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success

5% van de bedrijven vindt zichzelf

een omnichannel leiderTussen de 35% en 40% vindt dat zij achterblijft

Bron: “Retail insight: Fulfilling Consumer Expectations’, RSR retail systems research

17We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success

Omnichannel gap

Omnichannel gap

Klantverwachting

Omnichannel ontwikkeling

We maximize your e-commerce success We maximize your e-commerce success We maximize your e-commerce success We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success

62% van de retailers

‘Mijn klant verwacht het’

Bron: “Minding the omnichannel gap’, Forrester, Januari 2014

We maximize your e-commerce success We maximize your e-commerce success We maximize your e-commerce success We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successBron: “Minding the omnichannel gap’, Forrester, Januari 2014

Zonder online winkelvoorraad bezoekt 40% de fysieke winkel niet

We maximize your e-commerce success We maximize your e-commerce success We maximize your e-commerce success We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success

Minder ‘nee’ verkopen

We maximize your e-commerce success We maximize your e-commerce success We maximize your e-commerce success We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success

Omnichannel levert geld op

22We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success

Omnichannel shoppers zijn het meest waardevol

Meer loyaliteit

Verhoogde merk interactie

Besteden 3,5x meer

Kopen 3x vaker

Bron: “The omnichannel challenge: strategies that work’

23We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success

Meer omzet bij omnichannel opties in de winkels

77% 95% 107%

Bron: “Omnichannel Retail’, L2 intelligence report, september 2015

Online aankoop100% - 23%retourkosten

Online aankoop100% - 23%

Online aankoop100% - 23%

Retourneren in de winkel + 18%

Retourneren in de winkel + 18%

Ophalen in de winkel + 12%

24We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success

Uitdagingen

We maximize your e-commerce success We maximize your e-commerce success We maximize your e-commerce success We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success

94% van de retailers loopt tegen significante

barrièresaan bij de omnichannel transformatie

Bron: “Minding the omnichannel gap’, Forrester, januari 2014

We maximize your e-commerce success We maximize your e-commerce success We maximize your e-commerce success We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success

De klant staat niet centraal

We maximize your e-commerce success We maximize your e-commerce success We maximize your e-commerce success We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success

De transformatie wordt onderschat

We maximize your e-commerce success We maximize your e-commerce success We maximize your e-commerce success We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success

Onduidelijke omnichannel KPI’s

29We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success

Zes stappen naar een succesvolle omnichannel strategie

We maximize your e-commerce success We maximize your e-commerce success We maximize your e-commerce success We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success

Game changers

Sterke merken

Klantbeleving experts

Operational excellence

Data crunchers

> 20 jaar ervaring

> 350 professionals

> 1.000 klanten

Winnaars Onderzoeken Ervaring

31We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success

ISM Omnichannel Model

32We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success

Strategie

1. Creeër draagvlak bij het management

en business units

2. Zorg dat de huidige situatie (SWOT) en uitdagingen van uw onderneming

duidelijk zijn.

3. Bepaal omnichannel doelstellingen enKPI’s

33We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success

Digitale visie

UitdagingenKPI’s

Doelstellingen

34We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success

Klant

1. Werk persona’s uit

2. Beschrijf de ultieme customer journey

3. Maak een overzicht van de informatiebehoefte per touchpoint en identificeer de pijnpunten en kansen.

35We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success

36We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success

37We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success

Branding

1. Bepaal de online merk positionering

2. Analyseer de customer journey op de visuele brand identiteit en

gebruikservaring (user experience)

3. Creëer “wow”-momenten en creatieve concepten die de klantverwachting

overtreffen.

We maximize your e-commerce success We maximize your e-commerce success We maximize your e-commerce success We maximize your e-commerce success

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39We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success

Data driven marketing

1. Creëer een plan om klant data te verzamelen en analyseren om

vervolgens een traffic drivers plan op te stellen

2. Analyseer de customer journey om een 360C klantbeeld en persoonlijke

benadering te kunnen realiseren

40We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success

Traffic drivers plan

41We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success

Online kanalen gedurende de customer journey

We maximize your e-commerce success We maximize your e-commerce success We maximize your e-commerce success We maximize your e-commerce success

Infrastructuur

1. Analyseer de customer journey om te bepalen welke informatie nodig is op

welke momenten

2. Bepaal de logica en processen

3. Evalueer de huidige infrastructuur

4. Creëer een flexibel omnichannel ecosystem

43We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success

IT Infrastructure

44We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success

Organisatie

1. Bepaal welke benodigde expertise binnen de organisatie beschikbaar is

en welke moet worden ingehuurd/aangenomen.

2. Creëer multidisciplinaire teams (SCRUM)

3. Zorg dat iedereen betrokken is bij de omnichannel transformatie

45We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success

ISM Omnichannel Model

46We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success

Business Case

47We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success

Roadmap

48We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success

Verrassings gap

Lever je visitekaartje in en ontvang als eerste gratis de presentatie in je mailbox!

We maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce successWe maximize your e-commerce success

Patrick van DijlDigitaal Strateeg| ISM eCompany

p.vandijl@ism.nl https://www.linkedin.com/in/patrickvandijl

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