Synopsis.
Retail landscapes have forever transformed. Brick & Mortar, ecommerce, mobile commerce have all played a part in this evolution. The next phase will require omnichannel relationships and simpler ways of buying - developing an ‘always on’ commerce agreement between brand and consumer.
The act of purchasing a product or a service is usually a pain point for consumers. It’s not optimized from their perspective. Couple that with new channels for commerce and consumer expectations of personalization, brands are struggling to find a solution that generates sales, repurchase and loyalty. Brands are faced with the dilemma of creating a commerce strategy that is there when the consumer is ready to buy while connecting the various channels together to continue and progress the relationship with the consumer from online to offline and back again.
Retail isn’t dead - it’s just different. Brands need to adopt an Omnichannel Commerce strategy that not only builds relationships, but makes buying fun.
Highlights.
Pathway to Consumer
Understanding the consumer journeys by audience type allows us to model pathways towards transaction. We identify the data needed to build these models then direct the journey to or through the appropriate platform for purchase - connecting touchpoints from online, to marketplace, to offline.
Commerce Strategy
Many larger organizations are built around purchase points - ecommerce, marketplace, retail, etc. With Omnichannel Commerce strategies, we break down these silos to understand the relationship and integration between the purchase points within and throughout the Pathway to the Consumer - finding how information is shared and optimizing purchase opportunities when the consumer is ready to buy.
Connected Integration
The future of retail and the Omnichannel Commerce world is one of connectivity and personalization. Integrating the actions, interactions and preferences throughout the pathway to the consumer creates incremental value and increased basket sizes.
How we’ve done it.
Automotive Service Design
We helped a Global Auto OEM answer the question, “How does our brand move from manufacturing and ownership to mobility and membership?”
Together, we developed a 10-year strategic roadmap that delivered a brand strategy, connected experience strategy, tech platforms and business model service design to build new behaviors for their consumer’s relationship with their brand.
Mattress Disruption & Innovation
We helped a Global Mattress Manufacturer answer the question, “How do we maximize our investment in 3rd Party Retailers while disruption is happening in the industry?”
We mapped out the entire consumer experience to identify pain points and missed opportunities for consumers. We built a Retail Innovation program in partnership with retailers to overcome consumer pain points while maximizing the retailer experience, powered by the Mattress OEM - increasing satisfaction, purchase and basket size.
DTC to CPG and Back
We helped a DTC company answer the question, “How do we evolve our DTC business model as we leap into physical retail?”
Together, we developed a consumer retail strategy that included optimizing physical retail performance, increased opt in uptake at shelf and segmented consumer communication and engagement from traditional retail buyers versus DTC buyers - delivering increased purchase, opt ins and repurchase.
Related thinking.
Blog | Chinatown Bureau | Digital Strategy Consultants | Business Growth through Technology
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Our approach.
We ask the right questions. We work in sprints. We bring in the best people for the job.
