Page 43 - Peak Period Planner - Holiday 2018

WORKFORCE MANAGEMENT
As more inventory is made available to online customers via the Ecommerce store, online promotions can bring about large volumes of new orders - orders that we wouldn’t have had the opportunity to fulfill otherwise. Adjustments need to be made to account for the labor required for ship-from-store capabilities. Balance is key! Staff too lightly and risk going over allocated hours to catch up on orders needing attention or sacrifice in-store service for online fulfillment. Staff too heavily and you will quickly use up staffing hours
unnecessarily.
RETURNS MANAGEMENT
Customers need the capacity to return a product, via any channel, regardless of where it was originally sourced. The omnichannel customer doesn’t expect to be vexed with the ramifications of buying from one channel and returning to another - they expect it to be simple.
Ensuring that returns are as simple as possible will help keep customers happy and coming back. Nonetheless, it’s crucial to strike the right balance between making returns stress-free for customers and encouraging additional purchases. Returns are an opportunity to engage with the customer, and ensure they are still happy with the brand and suggest additional products. When carried out accordingly, the store returns process can be a way to increase sales.
UNIVERSAL CRM
- A SINGLE VIEW OF THE CUSTOMER
Having a single view of the customer is a crucial concern for an efficient omnichannel model. A single view of the customer is created by storing customer profiles and transaction history across all channels. CRM data presents opportunities to distinguish experiences for the customer throughout all interactions.
One view of the customer gives us the ability to personalize communications and experiences by providing us with visibility to the customer and the tools to discern and act upon customer insights. With these customer insights, we can engage in energetic dialogue
with our customers, conveying relevant content that is personalized to their needs. These insights can also be used to assist the progress of personalized pricing and promotions based on purchase history.
A CRM system heightens the capability to provide brand-relevant content and evolve the brand. With CRM data, we can source and create engaging and accurate content that coordinates with the brand and strengthens the customer experience. Plus, CRM data, permits the brand to pinpoint its most loyal customers and engage them as brand ambassadors. Brand content can then be communicated across multiple channels, including stores, online, and mobile devices.
Omnichannel is evolving the role of the fashion associate, providing a single, easy to learn, interface for working smarter. Fashion associates and their managers can now master the new demands of digital selling, omnichannel customer service, and serving as an efficient online
fulfillment specialist.
The store network will continue to remain a great advantage for our brand even in an omnichannel world. It is the only source where you can come face-to-face with our customers to create and nurture relationships.
WELCOME TO THE
WORLD OF OMNICHANNEL
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