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THE DIRECT EFFECT
CUSTOMER
EXPERIENCE
Marketing Inspiration Day
Rick Chavie, SVP Global Solution Management
Customer Engag...
World’s largest seller of
jeans and pants, 470
company-owned stores
The most valuable pro-
sports franchise, chose
hybris ...
“THE CONSUMER TODAY
IS…WILLING TO PAY MORE
FOR THOSE PRODUCTS
THAT MEET THEIR SPECIFIC
NEEDS OR DESIRES.”
- Dennis Hickey,...
Eighty-five percent (85%) of consumers said they would be
willing to pay more over the standard price in order to ensure a...
78% GEN-X & GEN-Y
SAY IT’S IMPORTANT
TO KNOW WHERE A
PRODUCT WAS MADE
AND WHO MADE IT
The Curve Report, NBCUniversal Integ...
WHO IS BETWEEN YOU & YOUR CUSTOMER?
SALES REPS +
DISTRIBUTORS
MERCHANTS RETAILERS
+ RESELLERS
SALES
ASSOCIATES + CSR
YOU C...
THE DIRECT EFFECT
SALES REPS +
DISTRIBUTORS
MERCHANTS RETAILERS
+ RESELLERS
SALES
ASSOCIATES + CSR
YOU
You have an open di...
“FOR THE FIRST TIME YOU CAN
START TO SEE MARKETS AND YOU
CAN ACTUALLY GET TO MARKETS
THAT YOU NEVER COULD BEFORE…
For year...
SHIFT YOUR BELIEFS.
EMBRACE
CHANNEL CONFLICT
CHAOS OF CONSUMER
INNOVATION BY ITERATION
THINK SMALL
INSIGHT
SCALING
Rick Chavie hybris Marketing Inspiration Day, 19 juni 2014
Rick Chavie hybris Marketing Inspiration Day, 19 juni 2014
Rick Chavie hybris Marketing Inspiration Day, 19 juni 2014
Rick Chavie hybris Marketing Inspiration Day, 19 juni 2014
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Rick Chavie hybris Marketing Inspiration Day, 19 juni 2014

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De Marketing Inspiration Day van 19 juni stond volledig in het teken van waardevolle customer experiences. Hoe versterkt u de relatie met uw klanten wanneer u gebruik maakt van opgebouwde inzichten over voorkeuren en gedrag? En hoe overtreffen organisaties -keer op keer- de hooggespannen verwachtingen van hun klanten? Dompel uzelf in een warm bad vol innovaties en ideeën om uw eigen customer experience aan te scherpen.
The Direct Effect. Merken zullen steeds vaker rechtstreeks en intensief met consumenten gaan schakelen. Rick Chavie legt uit waarom. Bekijk de hele presentatie hier: https://www.youtube.com/watch?v=mA8TdA3-l1c

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Transcript of "Rick Chavie hybris Marketing Inspiration Day, 19 juni 2014"

  1. 1. THE DIRECT EFFECT CUSTOMER EXPERIENCE Marketing Inspiration Day Rick Chavie, SVP Global Solution Management Customer Engagement and Commerce Line of Business for hybris / SAP June 19, 2014
  2. 2. World’s largest seller of jeans and pants, 470 company-owned stores The most valuable pro- sports franchise, chose hybris to gain business-user agility Multi-national diversified manufacturer now has products available for purchase directly online Largest food retailer in Canada, over 1000 stores, starting on the web with hybris One of the world’s leading cosmetics brands, launched into China with hybris Commerce Suite hybris Runs Omnicommerce Around the Globe Grocery, Fashion, Electronics, DIY B2C & B2B 28 countries 2000 products 30 Languages A brand synonymous with top-of-the-range hair styling products. 100,000 orders/day 8M registered users Web, Mobile, Call Center B2C & B2B Hong Kong-based, world’s second largest health & beauty retail group, global rollout on hybris Accelerator Apparel, accessories and home decor manufacturer and retailer, deployed with hybris OnDemand Global leader with consumer and industrial brands. Dial, Right Guard, Schwarzkopf, Loctite, Persil, Purex Fashion retailer 800+ stores worldwide, consolidating 6 websites into single hybris platform
  3. 3. “THE CONSUMER TODAY IS…WILLING TO PAY MORE FOR THOSE PRODUCTS THAT MEET THEIR SPECIFIC NEEDS OR DESIRES.” - Dennis Hickey, Colgate-Palmolive CFO
  4. 4. Eighty-five percent (85%) of consumers said they would be willing to pay more over the standard price in order to ensure a superior customer experience. HOW MUCH MORE WILL CONSUMERS PAY? SOURCE: “Customer Experience Report NORTH AMERICA 2010,” Harris Interactive on behalf of RightNow Technologies 76% 5% or more 55% 10% or more 27% 15% or more 18% 20% or more 10% 25% or more
  5. 5. 78% GEN-X & GEN-Y SAY IT’S IMPORTANT TO KNOW WHERE A PRODUCT WAS MADE AND WHO MADE IT The Curve Report, NBCUniversal Integrated Media
  6. 6. WHO IS BETWEEN YOU & YOUR CUSTOMER? SALES REPS + DISTRIBUTORS MERCHANTS RETAILERS + RESELLERS SALES ASSOCIATES + CSR YOU CUSTOMER They are making decisions about your product and your customer Collecting valuable insights that could inform your business
  7. 7. THE DIRECT EFFECT SALES REPS + DISTRIBUTORS MERCHANTS RETAILERS + RESELLERS SALES ASSOCIATES + CSR YOU You have an open dialogue with your customer Collecting valuable insights that inform your business CUSTOMER
  8. 8. “FOR THE FIRST TIME YOU CAN START TO SEE MARKETS AND YOU CAN ACTUALLY GET TO MARKETS THAT YOU NEVER COULD BEFORE… For years we marketed to baking season. Now we are marketing to other occasions, like outdoor barbecuing where people want to bring a dessert. We never could see that market, but now we can.” - Mark Addicks, CMO, General Mills
  9. 9. SHIFT YOUR BELIEFS. EMBRACE CHANNEL CONFLICT CHAOS OF CONSUMER INNOVATION BY ITERATION
  10. 10. THINK SMALL
  11. 11. INSIGHT SCALING

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