Retail Solutions
Transforming Store Profitability

Multi-Channel Retail

E-COMMERCE, MULTI AND CROSS-CHANNEL RETAILING

Key Facts from our global retail experience:

  • 10% or more of total revenue can be generated on the web
  • U.S. retailers are experiencing significantly more growth in their online channel relative to stores
  • Store sales are increasingly being influenced by the web, resulting in net incremental revenue gains for retailers with well executed cross-channel strategies

As consumers increasingly go to the web to gather information about desired products, preview what they will see before shopping in store and expedite tasks such as banking and booking travel - their expectations of retailers will increase.  The window for first mover advantage and market share grab will only remain open for so long.  Our overseas experience illustrates that customers are increasingly using the internet as a key part of their buying process, which has been supported by recent research conducted in Australia.  Store sales are increasingly influenced by the web as customers are “pre-shopping” online before visiting stores.  Increasingly, different channels need to be synchronised to provide a seamless customer experience across the enterprise.  Given that retail is won or lost when customers vote with their dollars, the growth in on-line consumer behaviour can no longer be ignored.  

 

Deep understanding of the consumer, brand positioning and the 'operational anatomy' of the retail organisation is imperative when shaping your company's online future. We bring over 10 years of e-commerce and multi-channel retail advisory experience to our clients through our partnership with J.C. Williams Group in North America.  The proprietary models and methodology we use have been developed based on working with many leading retail organisations as they have enhanced their customer offer leveraging the web.  We combine the power of this global expertise with an Australian based team of professionals who know the local retail landscape and unique success factors. 

READINESS ASSESSMENT, MARKET SIZING AND BENCHMARKS

An initial assessment is our recommended starting point to target key opportunities for growth and understand potential. We structure this activity so that it can be leveraged if you decide to embark upon a broader strategic initiative retailed e-commerce, multi-channel integration or cross-channel enablement.

ONLINE CHANNEL DEVELOPMENT

Whether you are considering launching an online channel or are starting to feel the pains of a 'silo' approach to multi-channel operations - we can help.  We use a research and case study driven methodology to work with your team to develop the right online business model.  Our proven approach is designed to give you confidence that you are taking your business in the right direction based on trends and forecasts, consumer segmentation, targeting models, competitive benchmarking and global leading practice. 

LOYALTY AND CLIENTELING

Given the high cost of acquiring new customers, can you afford to let your existing base slowly dissipate?  How do you emotionally connect your customers and employees to triple results?  How does managing and improving customer relationships relate to your online strategy?  Increasingly, these key attributes of retail success need to considered together to win with today’s discerning customer by allowing them to experience your brand seamlessly across channels and formats.    

MULTI-CHANNEL MARKETING

The online, i-phone enabled, time-poor and information hungry consumer is changing faster than ever before.  The methods used to reach your customers and acquire new ones which worked in the past may no longer drive growth as the consumer evolves and competition intensifies.  We can help you understand what levers to pull and how to integrate them with your online, catalogue and store strategy.