Seamless integration between online and offline channels is the Holy Grail ofbrick-and-click retailing. But as with any worthy quest, a map is neededto point the way toward the elusive prize.
With that in mind, here are seven steps to help a multichannel business click on allcylinders.
1. Analyze Customer Interactions
Find out what kind of customer data the company currently is obtaining,collecting and storing. Then determine what kind of additional informationabout interactions, purchases, shipping methods and customerpreferences is still needed.
“A well-integrated system should be designed around the company’s needs andobjectives, not pulled off the shelf and forced upon it as is,” theYankee Group‘s Paul Ritter told the E-Commerce Times.
2. Identify Possible Behaviors
Start with ideal target customers. What actions are they likely to takein terms of a multichannel shopping experience? What specific role doeseach channel need to fulfill in that process?
“Trying to do everything in all channels is a losing proposition,” BostonConsulting Group e-commerce manager James Vogtle told the E-Commerce Times.
“There are people saying the process needs to be totally seamless, wherecustomers can do anything in all mediums, but that’s not as viable as aselective approach.”
3. Scale Your Infrastructure
According to Ritter, companies should determine whether their existinginfrastructure (customer databases, e-mail systems, CRM systems, ordertracking systems and so on) can be scaled and integrated if this has not alreadybeen accomplished.
“Are the online and offline organizations separate entities, either asdistinct business units or even as separate corporations? If so, thiscreates enormous challenges that are difficult, and expensive, to overcome,”Ritter warned.
4. Identify Training Needs, Costs
Companies must first think through the training of sales and call centerstaff. Is there more than one customer service operation, such as for onlinepurchases and for store or catalog operations? Is separate trainingprovided to reps from different groups?
“If so, these aspects need to be closely aligned so that consistent messagesare being offered to customers and the systems for tracking such contactsare maintained in an integrated way,” said Ritter.
5. Get Focused
Vogtle said it is important to focus up front on the particular transactionsa company wants to support across various channels.
“If you focus on doing one to three things really well, rather than doing 10 thingspoorly, you’re way ahead at the end of the day,” he said. “Pick the spotwhere you’ll have the most impact first — where can you serve your loyal,highest-value customers best across the category.”
Two such areas may be in-store returns and pickups. Ritter said that Yankee Group research shows online shoppers want the flexibility toreturn products purchased online to brick-and-mortar locations — and that they tendto go elsewhere when that option is not available.
“Companies like Circuit City, through their partnership with Amazon, make thisoption possible, and they are achieving significant sales as a result ofmeeting those customers’ needs,” Ritter said.
6. Test, Test, Test
“It’s going to be a fairly difficult and expensive task, so you want to makesure you get it right,” Vogtle noted.
“Learn from a pilot situation at a few stores and revise and adapt it, because you’re never going to get it 100 percent right off the bat,” he said.
7. Measure Results Consistently
Vogtle added that it is much harder to measure the impact of an online presence on catalog and brick sales, but that such measurement is important nonetheless.
“Have a process in place for very quick and easy surveys to get an idea ofwhat the impact is,” Vogtle said. “Use small consumer surveys to try and getan idea of what volume of sales were influenced by the online channel tobegin with.”
In addition, Ritter recommended that companies keep close tabs on marketingto make sure their offline advertising and branding is consistent with messages conveyed online.
“Companies need to adopt a philosophy of, ‘We don’t care through whichchannel a customer buys our product as long as they buy from us,'” Ritter said.
Regarding James Vogtle’s suggestion to “Use small consumer surveys to try and get an idea of what volume of sales were influenced by the online channel to begin with” — thought you might find the survey of interest at http://www.fastlaundry.com/ipsos-reid.htm
PS: Since the survey referenced above found that almost 80% of consumers won’t even order home-delivered goods if nobody can be home to receive them, could the E-Commerce Times illuminate that constraint so it can eventually be resolved?