RETAIL MANAGEMENT

PRESENTATION
TOPIC  Omni Channel Retailing & it’s Impact Over Offline Retail Sales.

Submitted to  Prof. Rajkishore PRESENTED BY 

GROUP 17
Suyog Dhongade DM20D80
Swagata Sadhukhan DM20A54
Swati Singh DM20D81
Vishal Tiwari DM20C58
Abhijeet Khulve DM20E29
Abhishek Gupta DM20C01
 What do you mean by Omni-channel?

 Omni-channel retail (or Omni-channel commerce) is a multichannel approach to sales that focus on providing

seamless customer experience whether the client is shopping online from a mobile device, a laptop or in a brick-
and-mortar store.
 Omni-channel is the most advanced type of marketing, and not only does it use multiple channels that
communicate back and forth with each other, but these channels actually work seamlessly together and often at
the same time, to provide customers with a comprehensive experience across all channels.
 The aim of this type of marketing is to "break the barrier" between the online and offline world.
 Evolution of Customer-Retailer Touch Points

Single Channel Multi-Channel Cross-Channel Omnichannel

 Why is Omni-channel important?

 46% of retail executives plan to increase their investment in Omni channel retailing moving forward, compared
to their plans prior to COVID-19. They know that the consumer behavior shift toward online buying in 2020 has
made an Omni channel strategy more important than ever.
 As Andrew Lipsman wrote in a May 2020 report on Frictionless Commerce: “The timeless truths of retail are
that consumers will always want better prices, selection and convenience. With the internet having already
driven major progress on the first two customer needs, attention is now turning to convenience.”
 New customer is now always connected

 Customer journey became dynamic,

In stores
On the go
accessible and continuous. Now it is
Non-Stop.
In touch with
social media
networks
Online  Customers are no longer enter a
channel. Instead, they are
continuously in the channel.

 Thus customer’s focal point is not

anymore purchase but evaluation and
interaction.
Customer is exploring multi-channel experience
Multichannel Customer Journey

OFFLINE ONLINE
FOUNDATION
Identification of Need

Search for
Solution

AWARENESS
Evaluate
Alternatives
Visit to brand
websites

CONSIDERATION Compare
Offers
Product
details
Purchase
Decision
PURCHASE
Visit to the
store
Online Purchase

Mobile
LOYALTY Offline
Purchase APP
Online
Registration

ADVOCACY Social
Interaction

Time Spent 19% 81%

The Rise of the Connected Consumer

 INFORMATION‐HUNGRY, PRICE‐SAVVY AND

MOBILE EMPOWERED SHOPPERS EXPECT A
ONE-SCREEN, ONE-STORE CONSISTENT
EXPERIENCE ACROSS RETAIL CHANNELS AND
TOUCH POINTS.

 THIS MEANS A MOVE FROM “CONNECTING

THE CHANNELS” TO “BLENDING THE
CHANNELS.”
 Why Omnichannel?

Multi-Channel
the New Norm >50%
The Rise of
Social Media >78%
Mobile
Commerce >38%

Online
Shopping >15%
 Omnichannel is accelerated by the rapid rise of mobile shoppers
How are shoppers
using their
4 out of 5
Smartphones? consumers use their
smartphone to shop
 DOES OMNI CHANNEL INCREASE RETAIL SALES?

 Providing a seamless shopping experience in brick-and-mortar stores and through a variety of digital channels not only
differentiates retailers from their peers but also gives them a competitive edge over online-only retailers by leveraging
their store assets.
 Omni channel shoppers also tend to have larger shopping baskets and exhibit more loyalty. So to put the whole thing in a
nutshell, consumers engage more with Omni channel retailers, spend more money with them, and are more loyal
customers coming back more often to the physical store.
 Retailers with traditional brick-and-mortar stores need to leverage the power provided by the online world by integrating
physical and digital spheres into an Omni channel retail format that provides shoppers with a seamless and consistent
Omni channel experience.

Doing so will differentiate you from your competitors and increase your store sales.
 PROS AND CONS OF OMNI-CHANNEL RETAILING

An Omni channel strategy is great for customer service, but it can be challenging to implement. Omni
channel requires a fine-tuned system that functions across multiple channels, mostly in-store and online.
Still, Omni channel is complicated. Here are some pros and cons of Omni channel marketing

Pros: Cons:

 Customers have better access to  More channels opens the door to online
products competition

 Customers spend more time and money  Multiple channels leads to weaker margins
in your Store   Omni channel relies on open communication 
 More flexibility saves time
 OMNI CHANNEL IMPACT ON OFFLINE RETAIL

In this competitive world, everything needs to be updated with the current trends, technology to survive.
We see many changes are happening in the retail sector to retain and attract more customers. With the
increasing growth of e-commerce and the emergence of new digital technologies, more and more
platforms are now being used to carry out retailer-consumer transactions including websites, physical
shops, catalogues, Internet kiosks, mobile applications, and call centers.

 Many retailers have attempted to build an Omni-channel retail environment through channel convergence to
fulfill customer demands for reliable, standardized, seamless offerings & a convenient way to shop through
multiple retail channels
 For instance, if a customer has experienced the product and consulted the price in a physical store, he/she can
directly make an online order without again consulting the physical store. Similarly, for customers who buy
online, they have an option to go to an offline store and can directly deal with any problems related to products
like after-sales service, return or exchange. It also provides customers with consistent, uniform, integrated
services, and experiences without any conflict between different channels offered by the retailers. Many
retailers such as Wal-Mart, Spar Hypermarket, and Zivame have implemented Omni-channel retailing
strategies through the incorporation of all the channels they provide to consumers.
 Omni channel Trends to Make Brand Competitive in 2021

Generally said, companies have to establish better integration between their physical and online operations, including inventory,

product information, price matching, flexible delivery options (click-and-collect, ship from stores etc.) and Omni channel customer
interactions.
Effective Omni channel retail requires creating seamless shopping experiences for your customers, whether in a brick-and-mortar
store, shopping on a PC, buying through a smartphone app, or through other channels. Think of your selling channels as multiple roads
that lead to the same destination – money in your pocket.

To accomplish the goals of Omni channel retailing, here are few trends one should consider integrating into your 2021
Omni channel strategy:

 Better Personalization 

Shoppers, like everyone else, pursue relationships that make sense. They respond especially well to offers targeted to their interests. To overcome this, brands
can leverage the data collected through multiple user touchpoints. Combining identity data with deep insights enables you to customize offers and
experiences in alignment with each customer’s current search and need. When all your channels are connected, every consumer touchpoint helps to reinforce
your competitive advantage and strengthen your relationship with customers.
  Fast and Efficient Payment Checkouts 

Between blockchain solutions, contactless payment, and more, consumers expect easier methods for checkout whether it’s online, in-store, or over the phone.
Increasingly, shoppers will gravitate toward brands that no longer require them to enter their billing address, 16-digit credit card number, expiry date, and
security code to complete their purchase — especially for repeat customers. Providing various payment options at checkouts, such as PayPal and Apple Pay,
will give your customers the convenience of using their preferred method of payment and make shopping easier than ever before.

 Embracing Innovation 

Customers’ ever-increasing appetite and enthusiasm for different and interactive experiences has already paved the way to many technological advancements
in retail, such as virtual and augmented reality. This trend is here to stay. In order to satisfy their customers’ need for an unforgettable experience, many
companies will have to think of different ways to engage their customers with their stores. An Omni channel approach will in this way enable the consumers to
use their smartphones in a physical store to better their customer journey. Or vide versa – customers can use their smartphones and check in the comfort of
their home whether a certain product suits their needs.

 Social Integration 

Visually-oriented audiences increasingly purchase products directly from their preferred social media platforms. This creates an opportunity for Omni
channel retailers to figure out new ways to integrate social content into their websites or to add their product listings into social media posts, and more.

 Customer Service 24/7 

Even though keeping the doors of a physical location open 24/7 is not possible for many businesses, it is feasible to offer 24/7 online shopping, ordering,
and customer service.
THANKYOU !!
!
PRESENTED BY 
GROUP 17
Suyog Dhongade DM20D80
Swagata Sadhukhan DM20A54
Swati Singh DM20D81
Vishal Tiwari DM20C58
Abhijeet Khulve DM20E29
Abhishek Gupta DM20C01