o futuro do retalho será no omnicanal - distribuição hoje · 2019-10-22 · o futuro do retalho...

InRetail – It’s all about YOU

O Futuro do Retalho será no OmnicanalAntoine Blanchys | General Manager MEDIAPOST PORTUGAL

“The most important part of our customer journey is the last 10 feet”Tim Brown President & CEO Nestlé Waters

App

WebsiteBlog

Transformação digital…

Single Customer View

+Engagements

+ Insights

+ Resultados

FacebookInstagramSnapChatWhatsapp

Email Above the line

Point of Sales

Que traz disrupção

+Fidelização dos clientes

+ Frequência de consumo

+ Cross-sell

App

WebsiteBlog

FacebookInstagramSnapChatWhatsapp

Email

Point of Sales

Above the line

Difícil com os canais separados

Your BusinessYour Customers

Solução de journeys omnicanais

… onde se mede o impacto efetivo

4 perguntas essenciais

Conhece quem sãoos seus clientes?

Em que fase no journey se

encontram eles?Está a aumentar

engagement e avançá-losno Journey?

Estão a medir o impacto efetivo nos

seus negócios?

*Transforming Customer Experience: From Moments to Journeys, 2013

Journeys are stronglycorrelated with business outcomes.

+36%Customer

satisfaction

+19%Likely to

stay/renew

+28%Willingness to recommend

+33%Less likely to cancel/churn

Pay-back: 4 a 8 meses

A personalização é um elemento essencial de Engagement

Know Me Guide Me Make My Journey Effortless

Bring the Whole Team to Help Me

Os desafios do retalho… Fidelizar

App

WebsiteBlog

FacebookInstagramSnapChatWhatsapp

Email

+ Frequência de contacto

+ Relevância

Above the line

Point of Sales

Onde a personalização é chave para vencer a saturação publicitária

Personalização de conteúdo

Homem Mulher Crianças

Retail: propostas comerciais Real Time e personalizadas

Scans In App Ecommerce

In Store

95,00-4.0091,00

E funciona…

Click Facebook Ad

Newsletter Sign-up

Personalized Content Email

Mobile Opt-inDownload App

Contact Customer Support

Evangelize on Facebook

Support Issue Resolved

First Purchase

Cada pessoa tem o seu próprio caminho

Clientes Salesforce Marketing Cloud

Technology Financial Services & Insurance

3.1BAPI calls

in a month

100TBstored by a

single customer

21Bmessages sent

in a month

99.96%product uptime

Travel & Hospitality

Internet & eCommerce

™

Retail/CPG/ Sports

Communications & Media

Marketing Cloud Drives Marketing ROI

Source: Salesforce Customer Relationship Survey conducted March 2015 - May 2015, by an independent third-party, Confirmit Inc., on 4,600+ customers randomly selected. Response sizes per question vary Salesforce Predictive Intelligence Benchmark Report conducted 2013 on 140 million interactions sent by Marketing Cloud customers.

Average Percentage Improvements Reported by Salesforce Customers

Increase in Marketing ROI

+ 43%+ 40%

Increase in Revenue Influence

+ 41%

Lift in Conversion

Lift in Revenue per Web Session

+ 53%

+ 46%

Faster Campaign

Deployment

Quoty… esteja perto dos shoppers portugueses

3,5 Milhões de page views de

por mês

100.000 downloads

Obrigado!antoine.blanchys@mediapost.pt