michael grange @mdgrange. “some technology”
TRANSCRIPT
The Digital Store
Michael Grange @mdgrange
Terminology
“Some technology”
The past…
The dream…
The dream…
The reality…
The squeeze…
productivity
automation
simplification
The squeeze…
Saving £££’s
productivity
automation
simplification
The squeeze…
Saving £££’s
productivity
automation
simplification
How do I deliver a Digital Store?
Create a single customer view?
Source: http://home.alchemetrics.co.uk/our-products/informa-single-customer-view/
Focus on brand engagement?
Source: A new breed of brand advocates Social networking redefines consumer Engagement, Deloitte 2010
More personalised experience?
Source: http://www.enterrasolutions.com/2013/10/the-future-of-retailing-is-all-about-personalization.html
How do I deliver a Digital Store?
“We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important
aspect of the customer experience a little bit better.”Jeff Bezos, Founder and CEO of Amazon, Inc.
“Loyal customers, they don’t just come back, they don’t simply recommend you, they insist that their friends do
business with you.” Chip Bell
“The goal as a company is to have customer service that is not just the best but legendary.”
Sam Walton, Founder of Walmart
It’s all about the CX!
It’s all about the CX!
“Some technology” “The right technology”
It’s all about the CX!
Any questions?
@mdgrange
“Do what you do so well that they will want to see it again, and bring their
friends.”Walt Disney