{"id":11829,"date":"2016-01-20T10:01:01","date_gmt":"2016-01-20T10:01:01","guid":{"rendered":"https:\/\/www.retaildetail.be\/schoonheid-verzorging\/rituals-test-omnichannel-belgie-uit\/"},"modified":"2016-01-20T10:01:01","modified_gmt":"2016-01-20T10:01:01","slug":"rituals-test-omnichannel-belgie-uit","status":"publish","type":"post","link":"https:\/\/www.retaildetail.be\/nl\/news\/schoonheid-verzorging\/rituals-test-omnichannel-belgie-uit\/","title":{"rendered":"Rituals test omnichannel in Belgi\u00eb uit"},"content":{"rendered":"

\u201cOmnichannel moet ons helpen om onze klanten nog beter te kunnen bedienen\u201d, zegt COO Arjen Schouten van de lifestyle- en cosmeticaketen Rituals<\/strong>. Schouten is een van de sprekers op het RetailDetail Omnichannel Congress<\/strong>, dat plaatsvindt op 4 februari.<\/p>\n

<\/p>\n

Ken je klanten bij naam<\/h2>\n

Schouten: \u201cSoms vraag ik aan onze winkelverantwoordelijken: kent u uw klanten? Natuurlijk, antwoorden ze dan. Maar kennen ze echt hun naam en hun gewoonten? Kennen ze die van hun top honderd klanten? Dat is nochtans belangrijk. Iemand met zijn naam aanspreken, geeft een meer persoonlijk contact. Het blijft langer hangen, het cre\u00ebert vertrouwen en zij zullen meer kopen.\u201d<\/p>\n

\n\u201cDe technologie kan ons daarbij helpen\u201d, meent Schouten. \u201cAls de klant de winkel binnenkomt, willen we bijvoorbeeld weten wie hij of zij is en wat die klant voordien al bij ons gekocht heeft.\u201d<\/p>\n

\nBedoeling is de klant dus aan te spreken als hij binnenkomt en hem zijn naam te vragen of automatisch te herkennen. \u201cDat laat ons toe om de koopgeschiedenis op te vragen, zodat we hem of haar nog beter kunnen bedienen. Misschien heeft zij vorige keer een handcr\u00e8me gekocht, waarvan zij nu het ritueel niet meer weet. Wij kunnen haar dan direct voorthelpen. Of we kunnen andere producten voorstellen, die in zijn of haar geurvoorkeur zitten.\u201d<\/p>\n

\nRituals wil die omnichannel-aanpak in Belgi\u00eb uittesten. \u201cBelgen zijn een zeer trouw publiek. Bovendien is de markt er overzichtelijk. En al onze winkels zijn er in eigen beheer, in tegenstelling tot in Nederland waar we ook een aantal franchisewinkels hebben.\u201d<\/p>\n

\n
\nService wordt opgetrokken in plaats van verlaagd<\/h2>\n

De app voor het personeel die dat moet mogelijk maken, wordt momenteel ontwikkeld. Schouten: \u201cOns grote voorbeeld daarin is Apple. Daar weet men wie er binnenkomt in de winkel en wat hij al gekocht heeft, zowel in de fysieke winkel als online.\u201d<\/p>\n

\n\u201cWe willen op drie manieren onderscheidend zijn voor onze klant. De eerste is met ons merk. De tweede met onze producten en de derde met onze service. Die service verdwijnt meer en meer uit de winkelstraten, onder andere door de stelselmatige druk op de kosten, waardoor er minder tijd blijft om aandacht te schenken aan de klant. Wij willen daarom net in moeilijke tijden extra investeren in de service.\u201d<\/p>\n

\nSchouten: \u201cDe klanten ondervinden dat. Ze zijn er ook gevoelig voor. Er is niets mooiers dan een klant te horen zeggen hoe hij de vorige keer fantastisch werd geholpen in de winkel.\u201d<\/p>\n

\n
\nWaar, wanneer en hoe de klant het wil<\/h2>\n

De app voor het personeel maakt deel uit van een groter geheel. \u201cOmnichannel moet aan de klant ook toelaten om te kiezen waar en wanneer zij producten bestelt, waar en wanneer hij die wil geleverd zien en hoe hij die wil betalen. Het maakt daarbij niet uit of dit op het werk, onderweg, in de winkel of thuis is\u201d, aldus nog Schouten.<\/p>\n

\nSchouten is een van de sprekers op het komende Omnichannel-congres van RetailDetail, dat plaatsvindt op 4 februari in Utopolis Mechelen. Centraal staat het gegeven dat de noodzaak van omnichannel al volop is doorgedrongen in de retailsector en het er nu op aankomt om daarin de goede praktijken te vinden en toe te passen.<\/p>\n

\u00a0<\/p>\n

Schrijf je nog snel in voor het RetailDetail Omnichannel Congress via retaildetail.be\/events.<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

\u201cOmnichannel moet ons helpen om onze klanten nog beter te kunnen bedienen\u201d, zegt COO Arjen Schouten van de lifestyle- en cosmeticaketen Rituals. Schouten is een van de sprekers op het RetailDetail Omnichannel Congress, dat plaatsvindt op 4 februari. Ken je klanten bij naam Schouten: \u201cSoms vraag ik aan onze winkelverantwoordelijken: kent u uw klanten? Natuurlijk, […]<\/p>\n","protected":false},"author":1,"featured_media":84,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[19],"tags":[],"people":[],"extra":[],"company":[],"topic":[],"region":[],"class_list":["post-11829","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-schoonheid-verzorging"],"acf":[],"yoast_head":"\nRituals test omnichannel in Belgi\u00eb uit - RetailDetail BE<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.retaildetail.be\/nl\/news\/schoonheid-verzorging\/rituals-test-omnichannel-belgie-uit\/\" \/>\n<meta property=\"og:locale\" content=\"nl_NL\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Rituals test omnichannel in Belgi\u00eb uit - RetailDetail BE\" \/>\n<meta property=\"og:description\" content=\"\u201cOmnichannel moet ons helpen om onze klanten nog beter te kunnen bedienen\u201d, zegt COO Arjen Schouten van de lifestyle- en cosmeticaketen Rituals. Schouten is een van de sprekers op het RetailDetail Omnichannel Congress, dat plaatsvindt op 4 februari. Ken je klanten bij naam Schouten: \u201cSoms vraag ik aan onze winkelverantwoordelijken: kent u uw klanten? 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