how to implement
an OMNICHANNEL STRATEGY
IN RETAIL NETWORK?
OMNICHANNEL STRATEGY
Bricomarché
bezcenne chwile
(Priceless Moments)
“Expert knowledge in the areas of analysis and Customer Experience (CX) building, loyalty programme strategy building, digital & e-commerce and H2H.tech's workshop skills were key to the success of this project.”
MAGDALENA WIŚNIEWSKA
CUSTOMER
PERSPECTIVE
- In-store surveys: assisted visits
- Cognitive interviews: IDI
-
The Bulletin Board Discussion platform:
a qualitative study
ORGANISATIONAL
PERSPECTIVE
- Interviews with outlet owners: FGI
-
Interviews with headquarter
representatives: IDI -
Analysis of the organisation's business
objectives and development strategy
CUSTOMER JOURNEY
WORKSHOPS
- Customer Journey Workshops
-
Diagnosis of moments
of truth on pathways -
Loyalty & e-commerce
programme analysis
OMNICHANNEL
WORKSHOP
- Diagnosis of Bricomarche's current situation
- Development of omnichannel initiatives taking into account moments of truth and organisational circumstances
PROTOTYPING
INITIATIVES
- Selection of key initiatives in view of business objectives
-
Development of detailed implementation
specifications for each initiative, together
with the estimated business impact
of implementing the changes
OMNICHANNEL
STRATEGY
-
Preparation of a document describing
the initiatives developed - Identification of implementation priorities
-
Definition of KPIs for the individual initiatives
of the document -
Approval of the strategy
by the Management Board
CHANGE MANAGEMENT
IN THE ORGANIZATION
- Strategy presentation in individual regions
-
Implementation of individual initiatives
in the organization
PERFORMANCE
MEASUREMENT
AND OPTIMISATION
-
Measurement of implementation results
for individual initiatives - Optimisation of changes in the organisation
-
Implementation of further omnichannel
initiatives
PERSPECTIVE
PERSPECTIVE
WORKSHOPS
WORKSHOP
INITIATIVES
STRATEGY
IN THE ORGANIZATION
AND OPTIMISATION
CUSTOMER
PERSPECTIVE
- In-store surveys: assisted visits
- Cognitive interviews: IDI
-
The Bulletin Board Discussion platform:
a qualitative study
ORGANISATIONAL
PERSPECTIVE
- Interviews with outlet owners: FGI
-
Interviews with headquarter
representatives: IDI -
Analysis of the organisation's business
objectives and development strategy
CUSTOMER JOURNEY
WORKSHOPS
- Customer Journey Workshops
-
Diagnosis of moments
of truth on pathways -
Loyalty & e-commerce
programme analysis
OMNICHANNEL
WORKSHOP
- Diagnosis of Bricomarche's current situation
- Development of omnichannel initiatives taking into account moments of truth and organisational circumstances
PROTOTYPING
INITIATIVES
- Selection of key initiatives in view of business objectives
-
Development of detailed implementation
specifications for each initiative, together
with the estimated business impact
of implementing the changes
OMNICHANNEL
STRATEGY
-
Preparation of a document describing
the initiatives developed - Identification of implementation priorities
-
Definition of KPIs for the individual initiatives
of the document -
Approval of the strategy
by the Management Board
CHANGE MANAGEMENT
IN THE ORGANIZATION
- Strategy presentation in individual regions
-
Implementation of individual initiatives
in the organization
PERFORMANCE
MEASUREMENT
& OPTIMISATION
-
Measurement of implementation results
for individual initiatives - Optimisation of changes in the organisation
-
Implementation of further omnichannel
initiatives
As a result of the project, the BRICOMARCHÉ project team received a comprehensive organisational change document enabling the implementation of innovations and the reconstruction of communication and sales activities.
