With the pace of change in retail today, there is a temptation to implement services like click and collect and ship from store as quickly as possible. While this has allowed many retailers to offer a service, customer experience can be put at risk if you don’t have a clear omni-channel strategy and roadmap in place. From programme design to staff training to technology – all elements need to be carefully considered to ensure that the experience is optimised and that there is an appropriate balance between investment and return.
In this content series - ‘Making money at omni-channel’ - we take a look at overall strategy, as well as examining in greater detail specific services. The series is aimed at helping retailers to design an omni-channel strategy that delivers a consistently great experience and a clear return on investment.
This article covers:
- Omni-channel - an overview
- Strategy and P&L
- Customer expectations
- Business tranformation incentivisation & training
- Process and operations