Greater Expectations: Engaging the new retail consumer презентация

digital blur

Continuous Commerce

Commerce commerce everywhere

and physical worlds. The the barrier between ‘offline’ and ‘online’ is increasingly blurred, and consumers seek a frictionless experience between touch points.

South Korea

behaviour and solicit feedback

make the customer experience easy, consistent, and seamless. It’s a brand differentiator.

real world customer experience

buying experience in the real world, we need to consider how digital and physical (and even virtual) can combine to create a really powerful experience across the customer journey.

This is no longer a ‘nice to have’ - consumers expect it and the best experiences blur the lines.

Social commerce platforms inspire brand consideration and purchase intent, and brands need to be able to deliver in those moments.

To say that consumers expect an easy experience doesn’t mean that commerce can’t be social, emotional, or fun. Leading brands are leveraging digital to deliver on rational & emotional needs.

social commerce without referring to the much heralded false dawn that was Facebook Commerce. That failed as it was just bolting a catalogue and a store onto a social network and did not make the actual sales process social. In other words, it was not ‘social commerce’.”

Gideon Lask, Former Head of eCommerce HMV

for the future

latest social commerce app.

‘The Net Set’ combines the ease & convenience of digital with the emotion and magic of shopping in store.

comes to retail, sometimes ‘easy’ beats ‘brilliant’

moment so easy, then we need to make it easy as possible to help customers buy the brand.

Only by understanding the customer journey and their needs can we construct relevant purchase triggers.

Buying moments aren’t limited to the conversion section of the customer journey – you’ll find them if you look hard enough.

about creating best in class consumer experiences for them. Customer-led is the key to retail success

A lot of the technology is available right this moment, brands just haven’t yet pieced it all together to create a coherent experience

The customer journey is no longer linear in nature-thanks in large part to digital, the process has become lateral. It’s up to brands to provide an experience that consistently delivers on customer expectations at the relevant points of the customer journey