webloyalty Multichannel innovation presentation for Ecom UK

1. Innovation in a multichannel world
18 October 2012
Guy Chiswick
Managing Director, Webloyalty

4. A future shopping trip
Online In-store
Customer logs into
Research products, availability and Message from retailer with store, receives update
Find product in a shop
prices online recommendations of deals and
personalised product
Mobile used to scan products for suggestions
Product selection and details sent
price comparison and product
to mobile phone
information
Customer reviews
Go to shop to view the product Customer finds online is
Customer locates nearest product and asks for
cheaper, uses mobile to
shop with best price and opinion
go online and buy the
Order product in store and track availability using GPS map
product
delivery
Mobile used to reserve item at
chosen store
Mobile used to download or
redeem mobile coupon
Once payment is made, customer
receives mobile coupon via text to
redeem against next online
purchase

12. Multichannel innovation
Usage is commonplace
Big can be better
But smaller is often cleverer
Returns are a major issue
Consistency is key