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I was at another Figaro Digital conference this month presenting on Omni-channel – is it just a buzzword? Below you can find my Prezi, 21 slides 21 seconds a slide:

My presentation is a brief overview of our most recent industry report into omni-channel on the UK high street.

Aside presenting myself,  Figaro Digital promised an enviable list of speakers – Twitter, Facebook, Shazam, Absolute radio and O2 all presented on a range of topics. Despite these big names some of the most inspirational speakers came from unusual sources. Best Westerns Tim Wade gave a brilliant talk on ‘personalising the customer journey though multi-channel’.  Also, a special mention goes out to skyscanners hilarious video on rude Italian hand gestures…  I will leave it to your imagination as to how this was at all relevant.

Want some insights into the event? check our the hashtag #figdigconf.

Below is a summarised version of the introduction to our upcoming omnichannel report. This report investigates and discusses the digital channel presences of 10 of the UK’s leading high street retailers. Our aim is to use the report to inform our upcoming omnichannel roundtables.

Digital channel strategies

Over the past few years there has been a multitude of ‘digital channel’ strategies, there is:

  • cross-channel
  • multi-channel
  • and now omni-channel

So what’s the deal?

Without going into to great a detail, cross and multi channel strategies simply advocate having an up to date presence on each of the different digital channels – an important tactic for brands still playing catch up with the ever increasing popularity of the latest technology. Often however a brand’s presence will be just a variation on a theme, e.g. a mobile app that is basically a stripped down version of the website. What’s lacking in such strategies is an overarching vision into how customers:

  • shift sequentially between or simultaneously access channels to perform different tasks (e.g. find a product they like the look of on mobile, save it, then view in detail and purchase online)
  • expect to access features that take advantage of unique capabilities of each of their devices (e.g. immersive viewing capabilities on a tablet)
  • want to be offered benefits for using their devices in different contextual settings (e.g. an in-store discount for displaying a mobile app at the checkout)

(For further understanding of how customers currently use their variety of devices, Google recently performed an in-depth investigation)

How does an omni-channel approach differ

Looking at it fundamentally it is important to identify that the prefix ‘omni’ derives from the latin for ‘all’ or ‘universal’. In terms of the design of across digital channels we take the term to mean a strategy that requires thinking about all channels as a whole, it’s no longer good enough to say we need to think about ‘mobile and tablet’. It is more holistic than that, it’s about deploying a seamless and consistent digital customer experience that understands:

  • the complex, real life, and day to day behaviours of the way people digitally interact across numerous channels with a single brand
  • the design limitations and technical constraints of various platforms and devices
  • the exciting opportunities for innovation within the technology sector
  • the role of social media, and in-store or physical digital

To give one example of excellently well run omni-channel strategy, and to illustrate what we mean, we’ve mapped how Nike have adopted this approach. However, you will have to wait! Our full report is not out for a while yet.

Can’t wait?

We are running a series of omnichannel roundtables, informed by our report, between 2nd – 4th October. If you want to request a ticket and have a chance to discuss omnichannel with some leading brands, apply for a ticket at our Eventbrite page, or call us directly on: 020 7423 6320.

We’ve all seen the word ‘omnichannel’ banded about the place as the new and upcoming marketing buzz word. But what is it? Why do we need yet another word for our corporate buzz word bingo?

Here are 6 things you need to know about omnichannel:

  1. It’s essentially just multichannel 2.0. It’s all about moving the linked-up, multiple platform marketing you have at the moment to the next level. The goal of an omnichannel strategy is to bring all of your customer touchpoints together to work as one and simultaneously.
  2. Get your teeth into it! It’s not a new concept but no one is really delivering a true omnichannel experience yet, it’s something you need to start doing and build up to so don’t worry you’re not behind the curve yet. The first brands to get it right will see some great competitive advantages though so don’t leave it too long.
  3. Don’t forget to optimise each channel. It doesn’t mean that you don’t differentiate your platforms or optimise them for the purpose that they are best designed.
  4. It is driven by consumers, not businesses. It will take some investment as technology and staff need to be much more coordinated and focused, but the benefits to the consumers are huge. In turn they’ll spend more, even back in 2010 it was estimated that omnichannel type consumers spend 15-30% more. If that’s not enough, your customers are likely to be more loyal to your brand.
  5. Think about your customers. Not every businesses customers need or want the same things. You will need to research your customers natural behaviours and underlying needs and put together a strong customer experience strategy to get it right.
  6. Get inspiration from your peers! Still feel like you need more ideas, want to air some worries and would like to learn from other brands experiences with omnichannel? We’re hosting a free omnichannel roundtable so you can do just that. Between October 2nd and 4th we are running 6 two-hour sessions to get ideas and best practices on the table for you to take back to your business all inspired. Spaces are filling up fast so you request your invite now!

You can crowdsource almost anything. Websites like Kickstarter & Quirky allow you to pitch a project (anything from animated movies to a wristwatches) to a community of people who may or may not decide to donate money to fund your idea. Taking a different slant on the same crowdsourcing principles is DesignCrowd, now its the users that pitch their ideas to you. Essentially DesignCrowd introduces you or your brand to over 80,000 graphic and web designers who vie against one another to create you a logo, brochure or even website.

For a price you stipulate in your brief you might receive hundreds, even thousands of designs – each created by a different person.

This is one end of the spectrum, on the other you have corporate giants spending millions on logos. For example:

  • Shell’s logo re-designed in 2008 at a cost of $211,000,000
  • Accenture spent $100,000,000 on theirs in 2000

These prices did include a complete branding package but this is still a serious sum of money, especially considering some freelancers essentially re-brand big businesses for fun. See this stylish re-brand of Microsoft Metro and what if Wikipedia was more usable and better looking.

Looking to the crowd

I should not have been surprised, big brands like to spend big money. But could the Crowd help? Does it have benefits over big name agencies? Well, possibly.

Crowdsourcing means you get a huge number of designs from people of various backgrounds, cultures and viewpoints. What is more it’s low risk; you don’t pay until the work is finished and you don’t have to pay anyone if the work is not to your liking.

Arguably the only thing stopping crowdsourced design being of comparable quality to agency work is money. As with anything money plays a huge factor and up until recently most DesignCrowd projects have struggled to break the £1,000 mark, however this trend might be about to change.

A client of DesignCrowd recently received over 5,000 entries to their logo design contest setting a new record for online logo crowdsourcing.  TimesSquare.com offered $10,000 to and received 5,706 logo designs.

 This is a design related example, but what does happen when serious money if offered to the crowd?

Striking $3bn of gold

When a new chief executive arrived at Goldcorp he put all its geological data online and asked for help on where the gold was located and put up $500,000 in prize money for accurate suggestions.

“They got submissions from people all over the world, including people using 3D computer modelling techniques. They found $3bn worth of gold on the property and Goldcorp became one of Canada’s biggest mining companies.”

So it can work. I wonder what would happen if you offered even £50,000 to the crowd to design a logo, even a whole branding package. But will big business take notice in a design context?

I don’t expect they will and I would not be surprised if TimesSquare was a one off example. Nevertheless, it’s an interesting proposition. But what happens if you share a problem with millions of people, asked Tom de Castella in a BBC article. “Are you left with a millionth of a problem? Or just lots of rubbish suggestions?”

Last week we presented at Figaro Digital’s Digital Marketing Conference. It was a great day with some excellent insights into all things related to digital marketing. I was signed up for a Figaro 21 session, so I had to present 21 slides in 21 seconds each – I felt the pressure.

As we are about to publish a report on mobile user behaviours I decided to give the audience a sneak preview to some of the research findings and key recommendations to optimising mobile design. For those of you who missed it, here are the slides! The full report will be out soon so keep an eye on our twitter for announcements.

You can also watch my presentation on Figaro Digital’s website!

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