Mike believes that to become truly omnichannel, you need to re-map your organization, stitch together online and offline data and create new omnichannel KPIs to measure your success. This requires huge changes in reporting structures, team incentives and ongoing cultural change. Mike shares his latest successes and failures to help you determine which omnichannel KPIs are best for your business, and help you prioritise your omnichannel investements.
• How to build functionality between online and store systems, with the customer as the foundation for your strategy
• How to move away from traditional “store level” KPIs towards omnichannel, “guest level” KPIs
• How to get collaboration between the buyer and seller to truly execute on the omnichannel promise