TPMA Presents: Key Points About Omni-Channel Retailing
Friday, December 8, 2017

TPMA Presents: Key Points About Omni-Channel Retailing

The Toronto Product Management Association held a panel that highlighted key points about omni-channel retailing. Speakers in the panel included Nicole Diamond, the Senior Manager of Omni-Channel Journey Design & Delivery at Telus, Charles Dimov, Marketing & Insights Director for OrderDynamics, Jan Kotowski, the Head of Product at Tulip Retail, and Justin Ing, the  Digital Product Manager with Holt Renfrew.  The panel discussed how omni-channel can lead to true customer satisfaction, and what retailers really need to know. Here are some of the highlights and advice on how to conduct successful omnichannel retailing in your business, and why it matters.

Highlights of the TPMA Panel

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TPMA Panel omnichannel

“What is omnichannel? The easiest way to describe it is bricks and clicks. So in other words, if I’m online as a shopper, then I want to be able to peruse through items at Holt Renfrew or Telus for example. I want to be able to click, bingo, buy it. But, we actually kind of lag. 23.5 percent of Canadian retailers are actively doing omni-channel retailing today.” – Charles Dimov, OrderDynamics.

“When I think omnichannel; whether it’s purchasing something, or providing an offer or service: it’s about how do you deliver the right message to the right customer at the right time and the right place. It’s called the APCI framework. Anticipatory, so knowing what that customer wants. How do you be Personalized? How do you Contextualize that experience for them? And then how do I make the experience Innovative? To me, that’s what omnichannel is: it’s about how you take those four principles, and lay them within the foundation across all channels. ” – Nicole Diamond, Telus.

TPMA panel audience

“It’s about all the experiences the customer is going to have. So from our point of view, it’s trying to deliver high quality, high touch experiences across every way we touch a customer. ” – Justin Ing, Holt Renfrew.

“Why does a customer walk into a store? The first reason is instant gratification – in which you walk into a store, and you want to walk out with something in your hands. The second reason is, you may want to ask an expert for advice.” – Jan Kotowski, Tulip Retail.

To hear more of the key points about omni-channel retailing, watch the video above!

 

 

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