Jorij Abraham, Director of Consulting Unic
Jorij Abraham, Director of Consulting bij Unic en voormalig manager eCommerce bij Magazijn de Bijenkorf, TUI en Sanoma, presenteert 100 Best Practices op het gebied van Omnichannel. In zeer korte tijd wordt u geïnspireerd met hoe u nieuwe media kunt inzetten voor verkoop. Tevens behandelt hij de valkuilen die horen bij het wisselen van een single- naar een omnichannel strategie.
15. Omni Channel Best Practices
Warmteservice
From 20.000 to 150.000 articles Deliver on site or pick up in store
Product advisor
For each online order, one basket is printed and bought in store.
33. How Unic can Help
Design the Customer Journey
1) What are the process steps?
2) Which channels will be used?
3) Which features are needed in which channel & process?
Orient Search Customize Compare Purchase Play Share
(activate) (inform) (configure) (enable) (sell) (support) (stimulate)
Product
Dealer
Information
Management
First House
owners
Brand First House
owners
First House
Students
Product
Website
owners Information
Product Management
Information
Management
Affiliate Product
Information
Management
Students
Shop-in- Hotels
(b2b)
shop
First House
owners
Magazine
Social Students
sites Marketing
34. How Unic can Help
Unic’s Process Landscape Approach
Front-End
Inspire & Find, View &
Interact Order & Pay Self Service Get Service
inform Customize
Channels
Channel Management
Multi- Multi-
Multi-Brand Mobile CCC POS Social
Country Langual
Traffic Generation Merchandising & optimizing Customer Retention
Mid-end
Supplier & Product Customer &
Content Print Order
Price Information Contact
Management Management Management
management Management Management
Back-end
Warehouse, Administration &
Delivery & Return Finance
35. How Unic can Help
Unic’s Process Landscape Approach
Same as PIM- in case there is no PIM system these processes have to be done with e-commerce system Category Management EC 1 Channel Output Timing and Control EC 2
Product EC 3 Category Product
Global Navigation Faceted Search Keyword Search
Access navigation
[EC 3.2] [EC 3.3] [EC 3.4]
finders/selectors
[EC 3.1] [EC 3.5]
Promotions
& EC 4 Product Promotional
Promotions a. % discount b.bundle c.Buy X get Y free Teaser a.cross-sell b.up-sell
c.newest
Planogram vouchers Management
merchandising [EC 4.3]
[EC 4.1] [EC 4.2] [EC 4.4]
d.Order treshold f. Recommended e. Related
e. Fixed price d.Top sellers
promotion products f. Recommended
Behavioral
targeting c. Date of last d.Which products e. Keyword
[EC 4.1] a. Size cart b.N. Of orders
order viewed searched
Dealer/store
Appointment
locator
EC 5 management
management
Offline sales [EC 5.2]
[EC 5.1]
Product
Lists configurator
Wish list Gift list
Order templates
Request for Product Scan to order Stock notification Pre-order
management EC 6
management management proposal handler configurator mng mng. handler management
management [EC 6.4]
[EC 6.2] [EC 6.3] [EC 6.5] [EC 6.6] [EC 6.7] [EC 6.8] [EC 6.9]
[EC 6.1]
Checkout Basket mng. Product Customer check Delivery methods Payment methods
EC 7 Cost Calculation
process [EC 7.1] reservation
[EC 7.3] [EC 7.4] [EC 7.5] [EC 7.6]
[EC 7.2]
Payment
settlement Credit check Solvency check
Online payment
Confirm order Order inbox
Product set on
Order attachment
EC 8 confirmation sold
and [EC 8.1 ] [EC 8.2]
[EC 8.3]
[EC 8.4] [EC 8.5]
[EC 8.6]
[EC 8.7]
confirmation
Handlers EC 9 Email Message Error Message Hints Message
Handler Handler Handler
[EC 9.1] [EC 9.2] [EC 9.3]
c. Navigation
General a. Header b.Footer d. Faceted search
flyout
a. Product Detail b.Home- Landing c.Theme-Landing d. Category e. Brand Landing f. Product Lister
Shopping Pages Page Landing Page page Page
g. Wishlist h. Gift list
Page Page
1st level:
b. Personal f.Order
Checkout Pages a.Order basket
details
c.Delivery d.Payment e.Order summary
confirmation
All process landscapes 2nd level:
Each single process landscape with its
items
# Sub processes
Faceted
navigation EC 3.3-01 As a online marketer I want to create a
[EC 3.3] facet by defining the attributes based on
which it is created and its values
3rd level
Each single item
4th level:
The sub-processes (or smart user stories)
per item
37. Unic
Unic Jorij Abraham
Director of Consulting
Arenbergstraat 44
B.V.
De Ruyterkade 124
1000 Brussel
1011AB Amsterdam
Belgium
Tel +31 20 561 77 29
jorij.abraham@unic.com | +31 6 5234 2568
amsterdam@unic.co Igor Corvers
De Ruyterkade 124-125
m Director of Sales & Marketing
1011AB Amsterdam
www.unic.com igor.corvers@unic.com | +32 478 83 63 96
The Netherlands
www.unic.com
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