delighting the consumer – how the premium brand miele excites people everytime and everywhere
TRANSCRIPT
Agenda
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n What Miele stands for
n Retail Excellence. Telling the Miele story.
n What does digital transformation in retail mean for Miele?
n Excellence in online experience.
Delivering Miele added value at every touchpoint –
especially at all online points of contact
Sources of information for MDA purchases1) [%]
1) Q.13: Wenn Sie ein neues Haushaltsgroßgerät kaufen müssten, wo würden Sie sich überall informieren, um Ihre Kaufentscheidung zu unterstützen? n = 1.063Source: SRI
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12
14
17
28
33
35
42
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51
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Others
Online forum
Manufacturers' catalogue
Dealers' catalogue
In store without help
Family & friends
Manufacturers' website
Dealers' website
In store with help
Test results in print media
Price search engines
Customer Reviews
Test results on websites
Traditional sources
Digital sources
AND THEN CAME SMARTASSISTANT.
Partner-specific information.
Adaptable CI.
Individual partner product ranges.
Fridges / Freezers 49 33 00:06:28 31% 0,91 26%
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We are consumers’ trusted advisor.
source: Smart Information Systems GmbH, 11.09.2017
time period for the analysis: july 2017
Advisor Starts VisitorsØ Session
durationCTR(ca. 50%)
COR(0,4-0,6)
Bounce-
Rate(<25%)
Washing machines 939 759 00:02:07 49% 0,18 22%
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We are consumers’ trusted advisor - everywhere.
Mobil
56%
Desktop30%
Tablet14%
Device Split: may untill august 2017, one customer
More than half of all startsby smartphones
source: Smart Information Systems GmbH, 11.09.2017
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n MIELE PURPOSE
Immer besser. We create delightful experiences by redefining excellence every day,
everywhere.