La omnicanalidad como elemento básico de cualquier estrategia

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CLAVES:

  • La omnicanalidad ha ganado tracción en una serie de industrias en los últimos años y ahora es un elemento básico de la estrategia de comunicación de cualquier marketero.
  • Si se implementa correctamente, la omnicanalidad puede conducir a una mayor satisfacción del cliente y una mayor visibilidad de la marca.
  • Las empresas con una sólida estrategia de marketing omnicanal han mantenido, en promedio, el 89% de los clientes y han experimentado un aumento interanual del 9,5% en sus ingresos anuales.
  • La búsqueda para aprovechar al máximo las oportunidades de compra en cualquier momento y lugar contando con presencia en cada uno de los canales disponibles es ya una realidad tanto para pequeñas y grandes empresas como para los gigantes de internet.

Hace no tanto tiempo, las preferencias y cambios en los usos y costumbres de los consumidores tardaban décadas en consolidarse. Sin embargo, con la transformación digital, esta clase de disrupciones se viven casi al minuto. Y una de las que más está impactando en la forma en que se entregan y consumen contenidos en la red es la omnicanalidad: una experiencia única e igualmente cuidada sea cual sea el dispositivo o el formato de acceso a la misma.

“El tipo de usuario que vemos hoy es un usuario ubicuo y que está conectado de forma permanente, que se conecta desde cualquier dispositivo y al que tenemos que ofrecerle una experiencia personalizada y diferenciadora cuando, donde y como quiera”, dijo Carolina Moreno, directora general de Liferay para España, Portugal, Italia, Grecia y Chipre.

Desde esta firma aseguran que todos los sectores están inmersos en esta evolución natural hacia la omnicanalidad, pero también que algunos como el retail, la educación o la banca están tomando la delantera a otros más conservadores, como la Administración Pública.

[section label=”Beneficios de la omnicanalidad” anchor=”Beneficios de la omnicanalidad”]

Beneficios de la omnicanalidad

Ya no es sólo una palabra de moda, la omnicanalidad ha ganado tracción en una serie de industrias en los últimos años y ahora es un elemento básico de la estrategia de comunicación de cualquier marketero. Sin embargo, su lanzamiento hacia el mundo del negocio no ha sido el más fácil y muchas marcas todavía están luchando para hacerla una realidad.

Los beneficios de la omnicanalidad siguen ganando prominencia para las marcas de todo el mundo. Si se implementa correctamente, la omnicanalidad puede conducir a una mayor satisfacción del cliente, una mayor visibilidad de la marca, y también puede generar nuevas rutas de interacción con clientes potenciales y existentes por igual.

De hecho, las nuevas investigaciones realizadas por el Grupo Aberdeen han demostrado recientemente que las empresas con una sólida estrategia de marketing omnicanal han mantenido, en promedio, el 89% de los clientes y han experimentado un aumento interanual del 9,5% en sus ingresos anuales. La omnicanalidad evidentemente tiene un tremendo potencial de crecimiento.

No hay duda de cómo, y por qué, es vital para las marcas poner una plataforma como esta en su empresa. La omnicanalidad ofrece a las empresas las herramientas para controlar al cliente. Pueden comunicarse con su marca de elección de la manera que quieran, cuando quieran y cómo quieran.

[section label=”Desafíos de la omnicanalidad” anchor=”Desafíos de la omnicanalidad”]

Desafíos de la omnicanalidad

Sin embargo, a pesar de los claros beneficios que ofrece esta tecnología y de las oportunidades de contratación de clientes que crea, el despliegue y la adopción de la omnicanalidad en los negocios de todo el mundo no ha sido fluida.

Hay varias razones detrás de esto, pero, para muchas marcas, el mayor desafío asociado con el traslado a la omnicanalidad es el gran número de plataformas disponibles para esto. Es importante considerar qué medios son adecuados para las necesidades individuales, ya que los consumidores de hoy esperan poder interactuar con las marcas donde y cuando quieran.

La implementación de esta tecnología de manera conjunta es un desafío mucho mayor para el negocio, ya que una vez que se tiene una lista de plataformas viables, y después de que se ha decidido el enfoque que se va a tomar, ¿cómo introducir la amplia gama de servicios que los clientes esperan que hayan? ¿Y cómo manejar y coordinar esas estrategias omnicanales para ofrecer una experiencia uniforme?

Otro de los desafíos que enfrentan las empresas es tratar de administrar varios productos diferentes de diferentes proveedores. Crucialmente, también restringe la capacidad de centrarse en el factor más importante, el cliente. Si no hay transparencia entre las diferentes plataformas de comunicación que están utilizando, y no hay facilidad a la hora de informar a través de todas ellas, las empresas simplemente no serán capaces de tener una perspectiva completa.

[section label=”Amazon y su camino hacia la omnicanalidad” anchor=”Amazon y su camino hacia la omnicanalidad”]

Amazon y su camino hacia la omnicanalidad

2017 se ha establecido como el año de la omnicanalidad, ya que se han lanzado regularmente nuevos canales de comunicación, la demanda de los consumidores sigue creciendo y las empresas siguen invirtiendo y apostando por la omnicanalidad.

La omnicanalidad, cada día toma más fuerza. La búsqueda para aprovechar al máximo las oportunidades de compra en cualquier momento y lugar contando con presencia en cada uno de los canales disponibles es ya una realidad tanto para pequeñas y grandes empresas como para los gigantes de internet.

Un ejemplo claro es el de Amazon, que sigue su largo camino hacia la omnicanalidad. Las dudas de los directivos de este gigante online acerca de abrir o no tiendas físicas han sido muchas. Sin embargo, ha ido dando pequeños pasos hacia ello, abriendo puntos de venta en Estados Unidos (una tienda Amazon Books en Seattle), y culminando en diciembre 2016, cuando abrió su primer Amazon Go, que destacaba por no tener cajas.

La idea que subyacía en Amazon Go era la de recortar costes para que el cliente tuviese una experiencia satisfactoria y fuese quien eligiese, igual que en los supermercados. La tecnología utilizada en este supermercado de Amazon es la llamada “Just Walk Out”, que traducido puede ser algo como “sólo márchate” y es muy adecuada ya que te dará una idea bastante clara de lo que trata Amazon Go.

Los consumidores usan la aplicación Go para entrar a la tienda, y una vez dentro, una combinación de sensores, visión computarizada y sistemas de aprendizaje profundo llevarán el rastreo de si el usuario coge del estante algo y se lo lleva o lo vuelve a dejar. La implementación de este proyecto es todavía experimental está en fase beta.

Sin embargo, y con todo esto, Amazon tiene en mente proyectos más ambiciosos al respecto. Amazon ha puesto su mirada en la India y quiere lanzar una red de tiendas físicas.

La nueva propuesta de la compañía, los Amazon Experience Centers, son establecimientos físicos donde los clientes podrán probar y adquirir productos de moda. En principio, funcionarán en 80 tiendas de la cadena Shoppers Shop Ltd, de la que Amazon compró el 5% por 23,6 millones de euros. La previsión es la de ampliar su número a 100 en los próximos cuatro años.

El objetivo es conseguir que los clientes puedan comprobar la calidad de los productos vendidos online por Amazon, generar una base de clientes que después puedan seguir comprando vía Internet y ganar así cuota de mercado en las pequeñas y medianas ciudades del país, donde Internet no llega a todos.

Se utilizarán de forma complementaria los dos canales de venta, para atender a todos los segmentos etarios y socioeconómicos. Por lo tanto, Amazon apuesta decididamente por la India como base para el mercado asiático.

[section label=”Alibaba se lanza a la omnicanalidad” anchor=”Alibaba se lanza a la omnicanalidad”]

Alibaba se lanza a la omnicanalidad

Amazon también ha puesto su mirada en el mercado asiático, donde tiene que competir con el gigante chino Alibaba, que tampoco quiere quedarse atrás y ha decidido lanzarse a la omnicanalidad y para ello está tomando los primeros pasos para la apertura de un centro comercial en su sede de Hangzhou, China.

La apuesta de Jack Ma va más allá de sólo integrar una tienda física, ya que el gigante de ventas online chino va a construir su propio centro comercial con el cual buscará enriquecer la experiencia de compra que ya posee por medio de la tecnología con puntos de ventas físicos.

Este nuevo centro comercial constará de cinco pisos y su nombre es “More Mall”, construido en un terreno de 40.000 metros cuadrados y ya tiene programada su apertura para el próximo mes de abril de 2018.

More Mall ofrecerá los productos ofrecidos en la plataforma Taobao además de contar con innovadoras tecnologías de venta retail como salas virtuales, espejos de prueba de maquillaje con alta tecnología y tiendas de comestibles basadas en la tecnología de Alibaba.

De hecho esta no es la primera incursión de Alibaba en la venta en tiendas físicas, ya que durante los últimos dos años se ha logrado asociar con diferentes empresas estratégicas.

Ahora que Alibaba se lanza a la omnicanalidad, tendrá el potencial de beneficiar su estrategia online ya que podrá obtener una gran cantidad de datos de sus clientes para mejorar su algoritmo y técnicas de machine learning para conocer mejor las tendencias de compra de sus consumidores.

Además de que esta estrategia omnicanal también permite ofrecer un mayor número de opciones de entrega, mucho más baratas y convenientes para muchos clientes online aprovechando las redes de tiendas físicas para el proceso de envíos.

[section label=”Los minoristas están atrapados” anchor=”Los minoristas están atrapados”]

Los minoristas están atrapados

Por otro lado, se encuentran los minoristas que están en el lado equivocado del cambio digital, y muchos de ellos están atrapados en un peligroso ciclo de caída del tráfico, de disminución de las ventas y del cierre de las tiendas.

Más de 8,600 tiendas podrían cerrar este año en Estados Unidos, más que en los dos años anteriores, informó la firma Credit Suisse. Mientras tanto, las tiendas de comercio electrónico siguen creciendo.

En respuesta, muchos minoristas han comenzado a implementar estrategias de omnicanalidad que aprovechan sus ubicaciones de tienda e inventario en la tienda con el fin de competir mejor en el comercio electrónico. Estos servicios de omnicanal, incluidos el envío de productos desde la tienda y el click-and-collect, pueden ayudar a los minoristas a gestionar la transición a la tecnología digital mediante:

  • El aumento de las ventas online ofreciendo opciones de entrega más baratas y más convenientes para los compradores en línea.
  • La limitación del crecimiento de los costes de envío a medida que aumenten los volúmenes de ventas online al aprovechar las redes de tiendas para su entrega.
  • El mantenimiento de las tiendas relevantes convirtiéndolas en centros de cumplimiento que atraen a los clientes a recoger los pedidos que se hacen online.

Sin embargo, pocos minoristas han dominado estos nuevos servicios de cumplimiento. Si bien estas empresas han pasado años optimizando su cadena de suministro y redes logísticas para entregar mercancías a sus tiendas o directamente a las puertas de los clientes, la mayoría todavía tiene que averiguar cómo traer de manera rentable las ubicaciones de sus tiendas en el proceso de entrega de comercio electrónico.

[section label=”El Corte Inglés apuesta por la omnicanalidad” anchor=”El Corte Inglés apuesta por la omnicanalidad”]

El Corte Inglés apuesta por la omnicanalidad

Un ejemplo de minorista que está empezando a dominar estos servicios es el caso de El Corte Inglés, que en 2016 su negocio online aumentó un 60% su número de pedidos, además de incrementar el 40% su facturación. Es por ello que ahora El Corte Inglés invertirá 350 millones de euros en su estrategia omnichannel, ya que renovará tanto sus tiendas físicas como su negocio online.

Esta inversión ya se está llevando a cabo, y se completará a lo largo del ejercicio fiscal de 2017, que cerrará en febrero del año siguiente. El Corte Inglés apuesta 350 millones de euros en esta reforma, de los cuales destinará 250 millones a la modernización de sus tiendas y a reordenar los espacios que conlleva la integración de los hipermercados Hipercor en sus grandes almacenes.

Los 100 millones de euros restantes servirán para invertir principalmente en tecnología, con la que espera potenciar el comercio electrónico, así como reforzar la estrategia omnicanal del grupo.

Durante la Junta de Accionistas que se celebró el pasado 27 de agosto, el presidente ejecutivo de El Corte Inglés, Dimas Gimeno, insistió en que el futuro del comercio es el omnichannel, es decir, el poder integrar las tiendas físicas con el mundo online y que el consumidor pueda adquirir lo que quiera, desde donde quiera.

[section label=”Inditex sigue apostando por la omnicanalidad” anchor=”Inditex sigue apostando por la omnicanalidad”]

Inditex sigue apostando por la omnicanalidad

Otro ejemplo es el de Inditex que prosigue su apuesta por la omnicanalidad y ha comenzado a testare un nuevo sistema de recogida de pedidos online en tienda, totalmente automatizado. El nuevo punto de entrega, que ha comenzado a testarse en la tienda de Zara del centro comercial Marineda, en A Coruña, permite recoger las compras realizadas en la plataforma de la cadena en cualquier momento, sin tener que esperar en caja.

El prototipo incorpora un lector óptico que escanea el código QR o acepta la clave pin que el cliente ha recibido a la hora de realizar la compra por Internet. En pocos segundos, el sistema entrega el pedido a través de una plataforma-buzón. Tras ella, un robot dinámico se mueve por un silo de ocho metros de largo por cuatro metros de alto y 2,5 metros de fondo, con una capacidad de gestión de hasta 700 paquetes de forma simultánea.

La apuesta por la omnicanalidad ha sido una constante en Inditex en los últimos años. Según explicó Pablo Isla, presidente de Inditex, en la última presentación de resultados anuales de la compañía, la mitad de los pedidos online en España se recogen ya en tienda.

La empresa también ha apuntalado su red logística para el canal online, con la creación de hubs logísticos dedicados íntegramente a este canal. Actualmente, el grupo cuenta con 16 plataformas logísticas repartidas en todo el mundo que sostienen su actividad online.

EL MUNDO. Hacia la omnicanalidad por defecto en la red. 11 de septiembre de 2017. [consultado 03-10-2017]. Disponible en: http://www.elmundo.es/economia/innovadores/2017/09/08/59b23444e2704e816e8b4630.html

MARTECH ADVISOR. Omnichannel: The Future of Marketing and Beyond. 24 de julio de 2017. [consultado 03-10-2017]. Disponible en: https://www.martechadvisor.com/articles/cloudiaaspaas/omnichannel-the-future-of-marketing-and-beyond/?utm_source=dlvr.it&utm_medium=twitter

MARKETING ECOMMERCE. Amazon quiere conquistar el ecommerce indio… con una red de tiendas físicas. 26 de septiembre de 2017. [consultado 03-10-2017]. Disponible en: https://marketing4ecommerce.net/india-amazon-experience-centers/

MARKETING ECOMMERCE. Amazon Go: un supermercado físico de ciencia ficción en el que pagar sin hacer colas. 05 de diciembre de 2016. [consultado 03-10-2017]. Disponible en: https://marketing4ecommerce.net/amazon-go/

CAIXIN GLOBAL. Shopping Offline, Alibaba Builds Its First Mall. 05 de septiembre de 2017. [consultado 03-10-2017]. Disponible en: http://www.caixinglobal.com/2017-09-05/101141005.html

BUSINESS INSIDER. The omnichannel fulfillment report: How retailers can overcome challenges to fend off Amazon’s threat. 02 de agosto de 2017. [consultado 03-10-2017]. Disponible en: http://www.businessinsider.com/omnichannel-fulfillment-report-2017-8

MARKETING ECOMMERCE. El Corte Inglés apuesta 350 MM€ al omnichannel. 18 de septiembre de 2017. [consultado 03-10-2017]. Disponible en: https://marketing4ecommerce.net/el-corte-ingles-apuesta-350/

MODAES.ES. Inditex prosigue su apuesta por la omnicanalidad: instala un robot para recoger pedidos online en Zara. 20 de septiembre de 2017. [consultado 03-10-2017]. Disponible en: https://www.modaes.es/empresa/inditex-prosigue-su-apuesta-por-la-omnicanalidad-instala-un-robot-para-recoger-pedidos-online-en-zara.html

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  98. Ernest Quintana, 78, was at Kaiser Permanente Medical Center in Fremont when a doctor – appearing on the robot’s screen – informed him that he would die within a few days.

    A family friend wrote on social media that it was “not the way to show value and compassion to a patient“.

    The hospital says it “regrets falling short” of the family’s expectations.

    Mr Quintana died the next day.

  99. Theresa May says she has secured “legally binding” changes to her Brexit deal, a day ahead of MPs voting on it.

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