The transformation of retail.

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9% of all retail sales will be online by 2018.

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No more pure-play.EXAMPLE: canada goose

No more pure-play.

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EXAMPLE: amazon books

90% of our purchases are made in-store.

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“I want to touch it, I want to smell it, I want to pick it up.”

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+ + +

What are the customer’s expectations in-store?

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60% believe customer service will be the top differentiator.

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Maximising satisfaction with customer journeys

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Increase customer satisfaction by:

20%Can lift revenue by up to:

15%Lower the cost of serving customers by:

20%

MCKINSEY AND COMPANY

! " #

Loyal customers are:

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5x as likely to repurchase

TEMKIN GROUP

5x as likely to forgive

7x as likely to try a new offering

4x as likely to refer !!!

" " " " " " "

$ $ $ $ $

# # # # #

!

68% of customers are willing to spend more with a company they believe provides excellent customer service.

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AMERICAN EXPRESS/EBIQUITY – GLOBAL CUSTOMER SERVICE BAROMETER, 2014

Increase in customer retention

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LEADING ON THE EDGE OF CHAOS, EMMET MURPHY AND MARK MURPHY

2%10%

=!

Decreasing costs by

#

Increase in sales

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12%==