The future of
Shopping
a blueprint for your
omni-channel
roadmap

JAAP VAN OORT
DIRECTOR STRATEGY

THE GLOBAL DIGITAL
MARKETING AND TECHNOLOGY AGENCY
THAT TRANSFORMS BUSINESSES FOR THE DIGITAL AGE.

€
19,95
€
39,95
€
199,-­‐
€
1.175,-­‐€
378,-­‐ €
7.700,-­‐

We develop
Shopping Journeys

What’s happening?

store web

webstore
pick up in store
return in store
access to store stock

With
Prime
2 hour
delivery
pop-up
stores
seamless
POS
Just
Walk-­‐out
Technology

“We want to be the
number one tech
company in Europe.”
Zalando co-founder Robert Gentz

#2
2.8 mio visitors per months
SEMrush, sept 2017
commerce site
in the Netherlands

From store centric to
customer centric
retail

Source:
Newstore,
2016
Mobile
Report
of consumers say they received
communication from the retailer after
online purchase
79%
Tip:
This handbag
perfectly fits the
shoes you
ordered!
of customers received personalized
communication from the retailer after
an in-store purchase
1%only

User experience is the
new salesperson and
customer support

What if…

You would use mobile to
open up a Loyalty
Dialogue?
What if….

You would empower staff
to build a relationship?
What if….

You would personalize
your service to generate
more sales?
What if….

You see the store not just
as a distribution channel
What if….
but as part of your brand
experience?

The Building Blocks for your
omni-channel roadmap

Go Personal
Empower
Employees
Rethink
Fullfilment
Develop
Journeys
Leverage
Data
Innovate
Breakdown
Silo's
Marketing
Automation
Single view
of Customers
Single view
of Stock

Go Personal
Empower
Employees
Rethink
Fullfilment
Develop
Journeys
Leverage
Data
Innovate
Breakdown
Silo's
Marketing
Automation
Single view
of Customers
Single view
of Stock

Go Personal
Empower
Employees
Rethink
Fullfilment
Develop
Journeys
Leverage
Data
Innovate
Breakdown
Silo's
Marketing
Automation
Single view
of Customers
Single view
of Stock

Go personal

Go
Personal
Go
Personal
Just regular e-mail marketing
won’t be enough anymore.
of shoppers want real-time
personal offers designed
especially for them
PWC, 2017
59%

Go
Personal
Preferred
Channel
Contextual
Relevant
Marketing
= Service

Personalised merchandising
with
Machine Learning

Empower Employees

Just a POS/ Cash register won’t
be enough anymore.
90%of shoppers use their mobile
phone in store
NewStore, 2016
Empower
Employees

Empower
Employees
Staff to Consumer
Channel
“No”
Transaction
Moment
Next best
action

Style Board
32%
online
conversion rate
50%
decrease
in returns
5x
increase
in AOV

Rethink Fullfilment

Standard 2 day delivery is
something of the past
Rethink
Fullfilment
60%are willing to pay for same day
delivery
€ 4.30
value for added
services
Deloitte Digital, 2017

Rethink
Fullfilment
Instant
gratification

Rethink
Fullfilment
Customised
Delivery
Easy Exchange
& Refunds
Realtime
Notifications

Built into your systems
(API enabled)

Empowering retailers,
faster than Amazon

Leverage data

Gut feeling isn’t enough
anymore
Leverage
Data
13.7%
6.4%
0%
2%
4%
6%
8%
10%
12%
14%
16%
Data-­‐Driven
Retailers All
others
Return
on
Marketing
Investment
(year-­‐over-­‐year
percentage
change)

Leverage
Data
PredictingInternal Data External Data

Innovate

Innovate
Augmented
Reality
Conversational
Commerce
Artificial
Intelligence

Roadmap

Today

Go
Personal
Rethink
Fullfilment
Empower
Employees
Develop
Journeys
Leverage
Data
Innovate
Breakdown
Silo's &
Educate
Single view of
Customers
Single view of
Stock
Marketing
Automation
Foundation
Preferred Channel (mail, social, messaging, push, call ,post) | Contextual Relevant | Marketing = Service
Multi-Carrier | Real-time Notifications | Customized Delivery | Easy Exchange & Refund
Staff to Consumer Channel | Next best action | “No” transaction moment
Real-time | Internal Data | External Data | Predicting
Artificial Intelligence
Conversational Commerce
Augmented Reality
Repeat visit | Onboarding | Reservation | In-stock | Purchase & Upsell | Digital Receipt | Exchange &
Refund | Review | Life Event | Channel Shift | Re-activation | Win-back | Event invite
Understand
your Audience