Sell to anyone at anytime any place on any device. Move your enterprise to a multi-channel model.
Everybody seems to be taking about multi-channel, omni-channel, mobile commerce, social commerce etc. and it’s not easy to figure out what it all means, especially when it comes to the implications for your organisation.
We help you with:
Not all channels are created equal and some channels are far more effective for certain products and services than others. Understanding where your customers hangout and how they behave in different channels will help you direct your marketing spend accordingly; Customers may be using social networks for researching products and then Amazon or your own website to complete the purchase.
Technology is an enabler for any multi-channel business, but it should not be the focus. We believe that technology should be invisible, which makes it all the more important to choose the right technology for the right job.
The fact that the internet is largely unregulated has its benefits. However, the downside of this is that anybody can set themselves up as a supplier of digital services. Many organisations end up with the wrong suppliers, which results in huge waste of investment, energy and resulting in often catastrophic opportunity cost. Many suppliers are simply not up to the task of providing services to complex organisations.
We help you manage the following:
- Supplier assessment criteria
- Defining and documenting business requirements
- Creating service level agreements
- Contracts and supplier engagement
The best website in the world will only make money if people know about it. A quality marketing strategy is a keystone to effective eCommerce. Search Engine optimisation and social media engagement are integral and essential elements to drive the right customers to your online presence.
Once you’ve got a person to visit your website, it’s critical that you capture their attention in a matter of seconds. Having the right sort and amount of content is critical to keeping them engaged and to encourage a purchase. Copywriting, videos, product and service information, frequently asked questions and terms and conditions are all essential parts of your content strategy.
Customer service strategy
In a connected and social world, exceptional customer service leads to great sales. How your organisation provides this is an essential part of your marketing and sales strategy. Get it right and the prize is customer loyalty and increased spend.
Back office integration
The most complex and costly aspect of any eCommerce project is integration into back end systems. Much of this integration spend is wasted on unnecessary complexity. There are often pragmatic and more efficient ways of getting the job done.
Providing your customers with multiple payment options results in higher spend.
Understanding customer behaviour and your businesses performance is essential. Creating meaningful management information from huge data sets can be challenging. Not everything that can be counted counts, and not everything that counts can be counted. We’ll help you figure out what is the important stuff and how to measure it.
Desktop, Mobile, tablet, social, kiosk, workbook, electronic catalogues etc. are all available devices to deliver your products and services to market. Knowing which platforms to choose is essential to being a success online. Make no mistake though: mobile is taking over as the preferred way of accessing the internet and with faster mobile networks, this will only accelerate.
Online, offline, Store, catalogue and social are just a few of the channels your customers will use regularly to access the internet. It’s essential in today’s digital economy that you build a multi-channel model to enable your customers to transact easily with your organisation via their preferred channel.
This is the evolution of multi-channel, where no matter which channel your customers use, you have the ability to recognise them and they have the unfettered ability to engage with your brand without compromise, penalty or restriction. Often starting a transaction from a device through a channel and completing it on and in another.
Allowing clients to self-serve reduces transaction costs for them and for you and is one of the many benefits, particularly for business-to-business relationships.
Click and collect
To unite your online and off-line business together, it’s essential that you provide as many options to customers as you can for getting hold of your products. Getting the right stock to the right location for collection by the right customer presents a number of challenges, but is growing rapidly in popularity with shoppers, so has to be on the agenda.
Sales attribution (where and on what device does the sale start and end)
Understanding where sale starts, develops and ends should dictate where you spend your marketing budget and which of your channels you invest in the most. Tracking and attributing sales gives the ability to invest appropriately.