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@JAMESJEFFERSON EQTR.COM
Omnichannel
Omnichaos
Achieve
Without creating
@JAMESJEFFERSON EQTR.COM
Omnichannel
Omnichaos
Achieve
Without creating
@JAMESJEFFERSON EQTR.COM
Adam
Me
@JAMESJEFFERSON EQTR.COM
Omnichannel.
A new buzzword.
Single Multi Cross Omni
@JAMESJEFFERSON EQTR.COM
Customer
over
channel
@JAMESJEFFERSON EQTR.COM
Omnichannel
makes more money.
Simple as that.
Stats: IDC Retail Insights, SD Retail Consulting, Wall Street Journal (Not made up!)
@JAMESJEFFERSON EQTR.COM
ways to suck at it.
12
@JAMESJEFFERSON EQTR.COM
Treat your
customers
like strangers.
No.1
@JAMESJEFFERSON EQTR.COM
Keep your comms
channel specific.
No.2
Awareness Interest Desire Action Support Advocacy
BRAND DISPLAY
TACTICAL DISPLAY
WEBSITE
SEARCH
SOCIAL
IN-STORE
SOCIAL
@JAMESJEFFERSON EQTR.COM
Keep your comms
channel specific.
No.2
Awareness Interest Desire Action Support Advocacy
BRAND DISPLAY
TACTICAL DISPLAY
WEBSITE
SEARCH
SOCIAL
IN-STORE
@JAMESJEFFERSON EQTR.COM
Keep your comms
channel specific.
No.2
Awareness Interest Desire Action Support Advocacy
BRAND DISPLAY
TACTICAL DISPLAY
WEBSITE
SEARCH
SOCIAL
IN-STORE
@JAMESJEFFERSON EQTR.COM
Bend customers
Around your
old crm tech.
No.3
@JAMESJEFFERSON EQTR.COM
Change your
beliefs for each
conversation.
No.4
@JAMESJEFFERSON EQTR.COM
Never talk
to your
customers.
No.5
@JAMESJEFFERSON EQTR.COM
No.6
Never listen
to your
customers.
@JAMESJEFFERSON EQTR.COM
Implement
Tech Because
Its Cool.
No.7
@JAMESJEFFERSON EQTR.COM
Leave staff to
their own
devices.
No.8
@JAMESJEFFERSON EQTR.COM
Keep your
team in
Silos.
No.9
@JAMESJEFFERSON EQTR.COM
Partner with
loads of
specialists.
No.10
@JAMESJEFFERSON EQTR.COM
Aim for perfection
before launching
anything.
No.11
@JAMESJEFFERSON EQTR.COM
Avoid
accountability
at all costs.
No.12
@JAMESJEFFERSON EQTR.COM
In sum
1. Single customer view across all touch points.
2. Make all-channels connect to every stage of purchasing.
3. Design processes around customer insight.
4. Distil brand values and align everyone in the company.
5. Engage in open conversation & deliver remarkable content & features.
6. Build a customer feedback community.
7. Put the customer before the tech.
8. Enable staff with smart tech.
9. Build multi-skilled teams.
10. Choose integrated, open partners.
11. Release, Test & Refine.
12. Make everything accountable.
@JAMESJEFFERSON EQTR.COM
WE ARE
OMNICHANNEL
Retail Finance Utilities Hospitality
@JAMESJEFFERSON EQTR.COM
Thank you!
Lets talk.

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