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IDC PeerScape: O2O Commerce Practices for Blending Digital and Physical Experiences

IDC PeerScape: O2O Commerce Practices for Blending Digital and Physical Experiences

This IDC PeerScape puts forth best practices and guidance that digital commerce professionals can implement to reshape commerce experiences by blending digital and physical, to increase customer satisfaction and improve brand experiences. "Leading O2O organizations are transforming commerce by blurring the line between digital and physical. To stay relevant in this age where omni-channel experiences are increasingly the norm, organizations need to take a holistic approach toward commerce and rethink about areas such as channel relationships, technology infrastructure, roles of physical outlets, and performance measurements," says Lawrence Cheok, senior research manager for IDC's Asia/Pacific Digital Commerce and Marketing research. "These O2O practices help organizations blend the two worlds of digital and physical, which, until recent times, have been viewed, managed, and operated as segregated entities."


IDC PeerScape Figure
Executive Summary
Peer Insights
Practice 1: Address Channel Conflicts Through Partnerships and Collaborations
Challenges
Examples
Danish Jewelry Retailer Leverages Brick-and-Mortar Stores as Post-Sales Service Points
Taiwan-Based Branded PC Manufacturer Sells Online Assortments to Complement Offline Assortments
Dutch-Based Single-Serve Coffee System Manufacturer Shares Wins with Channel Partners
Guidance
Practice 2: Enable Centralized Customer, Inventory, and Order Views Across Online and Offline Channels
Challenges
Examples
VIP.com Drives Online Traffic to Offline Stores
Homeplus and Yihaodian Capture Offline Traffic as Online Purchases
Guidance
Practice 3: Redefine the Roles of Physical Stores and Branches
Challenges
Examples
CheBanca! Extends Digital Experiences Using Physical Bank Branches
Tesla Augments In-Store Experiences with Digital Tools to Support Complex Buying Journeys
Guidance
Practice 4: Establish Cross-Channel Metrics to Support O2O Objectives
Challenge
Example
Burberry Transforms Culture to Deliver on Seamless, Consistent, and Brand-Centric Experiences
Guidance
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