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Schöni, Pascal (2017)
Publisher: ZHAW Zürcher Hochschule für Angewandte Wissenschaften
Languages: English
Types: Bachelor thesis
Subjects: info:eu-repo/classification/ddc/658.8
The force of digitization has empowered customers with an omni-present access to a worldwide bazar of products and information. This shift has compelled traditional retailers to expand their channels and touchpoints to wherever the customer wishes to be served. The new scattered landscape of touchpoints and the rapid development of increasingly sophisticated technology have confronted marketers with new challenges and opportunities alike. Meanwhile, Swiss premium department stores, are still considered ‘nondigital’. This thesis addressed their need for both an analysis of digital marketing tools and a guideline for its implementation. Therefore, the aim of this Bachelor’s thesis was to outline the benefits of a digital marketing transformation and to offer a new customercentric digital marketing maturity model tailored to Swiss Premium Department Stores. The research therefore focused on determining maturity stages and goals through an analysis of current marketing-, retail- and customer trends. Furthermore, digital marketing tools have been evaluated based on their benefits and were aligned to the corresponding stages. The findings show that a digital transformation is a rapidly evolving process retailers essentially need to keep up with. The thesis suggests three key milestones of a digital transformation to build an essential basis for the implementation of future technology: Mobile, big data and RFID. The major benefits of a digital transformation result from the increased connectivity of the customer that allows real-time interaction throughout the entire shopping journey. With new technological solutions, such as beacon technology, marketers are able to identify a customer before entering a store. Another major benefit, presents the increased on- and offline convergence, especially through interactive shopping tools such augmented reality. Both of the mentioned technologies benefit from big data, which allows to use a unified customer view to apply personalization as a powerful tool for almost any marketing appliance. Another significant finding is the extension of existing maturity models from a current final maturity stage of ‘omni-channel’ to ‘No- Line retail’. No-Line refers to collaboration with suppliers and competitors to jointly promote a shopping area. The digital marketing maturity model has been tested at the example of Magazine zum Globus AG. Testing the model has proved its applicability. Nevertheless, it is not universally valid. The model is tailored to Swiss Premium Department stores. Further research should focus on the possible synergies that can be generated within the retailing sector through emerging trends, such as smart-cities, to enhance ‘No-Line’ retail.
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