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Marvellous Group as a multi-channel retailer

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    Marvellous Group as a multi-channel retailer - Presentation Transcript

    1. Will Lewis – Managing Director understanding customers multichannel behaviour multibrand inspiration for 2-8’s for you and your baby
    2. background
    3. The transition to multichannel
      • 1983 catalogue business started
      • 1996 first retail outlet opened
      • 2000 first transactional website
    4. Customer management Catalogue Requests Housefile Mailings Requester Mailings Database Purchases Space Ads Order Data
    5. Customer management Catalogue Requests Housefile Mailings Requester Mailings Database Purchases Retail Space Ads
      • - Walk Bys
      • - PR
      • Recommended
      • Thin Air
      Purchases Order Data Order Data
    6. Customer management Catalogue Requests Housefile Mailings Requester Mailings Database Purchases E-mail Programme Home Shopping Retail Space Ads
      • - Walk Bys
      • - PR
      • Recommended
      • Thin Air
      Web
      • - Search Engines
      • - Online Ads
      • Affiliates
      • Thin Air
      • PR
      Orders Purchases Order Data Order Data Order Data
    7. Customer management Catalogue Requests Housefile Mailings Requester Mailings Database Purchases E-mail Programme Home Shopping Retail Space Ads
      • - Walk Bys
      • - PR
      • Recommended
      • Thin Air
      Web
      • - Search Engines
      • - Online Ads
      • Affiliates
      • Thin Air
      • PR
      Orders Purchases Retail Mailings Order Data E-mail Programme Retail
    8. Issues in multichannel
      • Increased complexity
    9. Issues in multichannel
      • Increased complexity
      • Increased uncertainty
    10. Issues in multichannel
      • Increased complexity
      • Increased uncertainty
      • Increased immediacy
    11. Issues in multichannel
      • Increased complexity
      • Increased uncertainty
      • Increased immediacy
      • Activity, but at what cost
    12. Issues in multichannel
      • Increased complexity
      • Increased uncertainty
      • Increased immediacy
      • Activity, but at what cost
      • Consistent communication
    13. Issues in multichannel
      • Increased complexity
      • Increased uncertainty
      • Increased immediacy
      • Activity, but at what cost
      • Consistent communication
      • Avoiding the blinkers
    14. drivers of success
      • mindset
      • customers, not channels
      • brand image / experience
      • data capture
      • data management
      • merchandising
    15. questions?

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