Omni-channel Best Practices
How Retailers can Survive in an Omni-Channel World
Jorij Abraham
Agenda
• Introducing Unic
• What is Omni-channel Management?
• One of our Best Practices
• Three Characteristics of Omni-Channel Players
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We increase our customers’
Click
to in
edit
Master title style
success
e-business.
Mission of the Unic Group
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enthusiastic about our valuable customers...
A Selection of Our Clients
B2B2C
Fashion
Fashion
Retail
Construction
B2B
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What is Omni-Channel Management?
From Single to Omni-Channel
Single channel
Multi-channel
Cross-channel
Omni-channel
Experience
Single touch point
Channel act alone, experience
differs
Channels strengthen each other
Experience is aligned across all
channels
Proposition
Allgned
Different assortment, prices
services
New services: C&C, in-store
home delivery, etc
Unified brand, service, assortment
Focus
-
Learn
Grow
Make profitable
Organization
One organization
Separate eCom. Unit
eCommerce unit becomes part
organization
Integrated channel management for
communication & commerce
Technology
One platform
Systems are silo’s
Logistics, assortment & CRM are
integrated
Shared platform for all channels
from web, to mobile to cash register.
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Commerce + Content = Experience
Commodity
€ 0.01 – 0.02 / cup
Product
€ 0.05 – 0.25 / cup
Experience
€ 2.50 – 5.00 / cup
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From Content, to Commerce, to Experience
Single channel
Omni channel
Management
Of a channel
Of the customer journey
Selling
A product
An experience
Optimization
Fact , usability driven
Emotionally driven
Focus
On selling
On informing, educating and
entertaining
Architecture
Content & sales resides on one site
Distributed across many sites
Media
Text and images
Video, augmented reality, …
Communication
Sending information
Interacting with the customer
Critical success factor
Price
Brand
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Three Characteristics of Omni-Channel Players
NPS, Architecture, Speed
The Net Promotor Score (NPS)
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Integrated Customer Centric Architecture
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Unic Benelux
Unic B.V.
De Ruyterkade 124
1011 AB Amsterdam
Phone +31 20 531 48 80
amsterdam@unic.com
www.unic.com
Unic N.V.
Arenbergstraat 44
1000 Brussels
Phone +32 2 274 10 90
brussels@unic.com
www.unic.com
Igor Corvers
Director Sales & Marketing
igor.corvers@unic.com
Jos Strijbosch
Senior Account Manager
jos.strijbosch@unic.com
Jorij Abraham
Director of Consulting
jorij.abraham@unic.com
Axelle Leroy
Marketing Manager Benelux
axelle.leroy@unic.com
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