Talkshow with HiFi Klubben
Customers for Life
How HiFi Klubben Turns Shoppers into Lifelong Fans - A Seamless Omnichannel Love Story
- Date: October 22nd 2024
- Time: 10.00-10.50
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Digital
Join us digitally for an exciting, insightful discussion between Omnium and HiFi Klubben, where we'll explore how to build lifelong customer relationships through seamless omnichannel experiences. We’ll dive into:
- Connected Commerce: How HiFi Klubben connects their physical stores and online shop to provide a cohesive and personalized journey for their customers, and how their online and physical stores boost each other.
- The Omnichannel Journey: Insights into HiFi Klubben’s challenges and how Omnium helped them overcome ERP barriers and business blockers, from complex order management to creating a centralized customer hub.
- Loyalty for Life: The strategies that make HiFi Klubben’s customers stick around, from trade-ins to loyalty programs, and how they transform one-time shoppers into loyal, lifelong fans.
Our host, Eirik Norman Hansen, will lead the conversation alongside Karsten Birkelund, COO of HiFi Klubben, and Petter Balstad, CEO of Omnium. You can find the full agenda here.
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Why Watch the Talkshow?
Customer expectations today are high and it is when the experience exceeds those expectations, that loyalty is built. We all know how crucial that is when the cost of acquiring new customers is significantly higher than the cost of retaining existing ones. Moreover, loyal customers tend to spend more over time and are more likely to refer others - creating a powerful cycle of growth, or the “The Flywheel Effect” in the world of marketing.
Todays customers are omnichannel customers, they prefer to shop from multiple channels - and customers buying from more channels also buy more. With a seamless omnichannel strategy, customer retention becomes a powerful growth engine!
How an OMS Enhances the Customer Experience
Karsten from HiFi Klubben will share his insights on navigating the complex landscape of retail tech providers. Petter from Omnium will dive into how an OMS (Order Management System) can enhance the customer experience, as all data follow the customer in all channels, through their entire journey. The OMS ties all sales channels together, ensuring a tailored experience at every touchpoint;
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Customers today expect to be recognized every time they interact with a retailer—whether in-store, online, or through customer service. They want you to know who they are, their purchase history, and their relationship with your brand.
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They also expect quick, accurate answers to their inquiries—whether it's about what they bought, the status of their order, or any changes along the way.
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Seamless shopping across channels is key. Customers might start a purchase in-store with an advisor and want to complete it later online, at their own pace.
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And when it comes to customer service, they demand efficiency. They don’t want to navigate chatbots or phone systems that fail to address their needs.
In the talkshow, we’ll cover everything from tech integrations to real-world success stories, offering practical insights you can implement in your business today.
HiFi Klubben's Omnichannel Journey
HiFi Klubben is Europes largest high-end HiFi retailer, they are successfully turning shoppers into lifelong fans with their high focus on customer experience. This is proven by their almost 40 000 product reviews.
Where They Started
They had a classic monolitt setup that couldn't handle the amount of orders that came in. Their 14 year old POS was outdated. Their servers couldn't be upgraded. Their ERP system couldn’t manage their vast order history, due to their 10-year product warranty. Their e-commerce setup weren't build for omnichannel, and their omnichannel features were hacks and workarounds.
What they did
They have gone through a massive digitalisation project over the last 5 years, where they completely rebuilt their tech architecture following the best-of-breed strategy - with great results. Karsten reveals their new architecture in the talkshow.
Omnium's role in HiFi Klubbens new omnichannel strategy
The key reason for choosing Omnium OMS as their central hub for managing customer relationships, was to provide a seamless customer experience. That allowed their service reps to access and manage orders from both physical stores and online. HiFi Klubben has successfully reduced duplicated customer data and optimized their order flow with Omnium OMS. They use more and more of the OMS features now to become less depended on their ERP system.
Results - and What's next?
HiFi Klubben 3.0 - a full-blown omnichannel retailer. Join the talkshow to get the full story!
Omnium is the heart of our omnichannel strategy!
Introduction - Eirik Norman Hansen | Talkshow host
HiFi Klubben's Omnichannel Journey - Karsten Birkelund | COO, HiFi Klubben
How to Keep Your Customers - Petter Balstad | CEO, Omnium
Discussion topics
- What is a loyal customer?
- Do lifelong fans still exist?
- If so - how to turn shoppers into lifelong fans?
- Where to start when improving the customer experience?
- Is it necessary to build the whole architecture from scratch?
- The dynamic between online and physical stores
- Importance of having great customer data in all touch points
- Secrets to build a company culture that results in great customer experience
- Industry trends - what is the future of omnichannel experiences?
Q&A
This is your chance to ask HiFi Klubben about their omnichannel strategy
Speakers
Petter Balstad, CEO, Omnium
Petter Balstad is the CEO and Co-founder of Omnium, a leading Order Management System (OMS) provider.
With nearly two decades in ecommerce, Petter is dedicated to simplifying retail operations and enhancing customer experiences. Under his leadership, Omnium has become a trusted partner for retailers worldwide, offering innovative solutions for seamless omnichannel integration.
Karsten Birkelund, COO, HiFi Klubben
Karsten Birkelund is the COO of HiFi Klubben. He has extensive and hands-on experience working with digital commerce, analyzing business needs and developing online business strategies.
Karsten will share how HiFi Klubben has created a seamless, omnichannel customer experience that turns shoppers into lifelong fans. We’ll get insights on what measures they have taken to achieve this and learn more about the remarkable relationship that can appear between a retailer and their customers.
Eirik Norman Hansen, Talkshow host
Eirik is a futurist, technology optimist, and one of Norway's most sought-after speakers. With a keen eye for societal trends, he assists businesses in growing and adapting to the digital world.
He has almost 30 years of experience within technology, digitalization, communication, marketing, business development, and management. The last 6 years has been dedicated to understand the big technological developments and how they affect us humans, our organizations and our society.