Andrew van Zwanenberg, Marks & Spencer - Ceramics and Retailing: The formula for joint success

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  • 1. Ceramics and Retailing
    The Formula for Joint Success
    Andrew van Zwanenberg
    14th October, 2010
  • 2. Myself – Andrew van Zwanenberg
    • Worked on both sides of the fence – Manufacturing and Retail
    • 3. Supplied to;
    Debenhams,
    M&S,
    Next,
    Loblaws,
    Woolworths SA,
    Habitat,
    TKMaxx
  • 4. 3
    Agenda
    The Customer.
    The Brand.
    Delivering for the Customer.
    Reasons to buy.
    Q&A.
  • 5. Customer
  • 6. 5
    Our Customer – 45+ ABC1 Female
    Source Dragon Rouge November 2009
  • 7. Brand
  • 8. What matters to us.
    Quality, Value, ServiceInnovationand Trust.
    ‘Quality worth every penny’
  • 9. We are a retailer
  • 10. What we do
    Marks & Spencer is one of the UK’s leading retailers with over 21 million customersvisiting our stores every week.
    We sell high quality, great valueclothing and home products and Outstanding Quality food.
    We source our products responsibly from 2000 suppliers round the world.
    Over 76,000 people work for M&S both in the UK and in 41 territoriesoverseas, where we have a growing international business
  • 11. How our Business breaks down
    Quality, Value, ServiceInnovationand Trust
  • 12. Our Websites
    Product
    http://www.marksandspencer.com
    Corporate
    http://corporate.marksandspencer.com
  • 13. Delivering for the Customer
  • 14. Priorities for Retailers
    Product
    Service
    Delivery
  • 15. Product
    Competitive Price
    Reason to Buy
    Appropriate Quality
  • 16. Service
    Appropriate Communication
    Minimum Fuss
    Make it Easy
  • 17. Delivery
    On Time
    Lead times
    Consistent
  • 18. The Result?
    Max Money in the Tills
    Minimum Risk
    Happy Customers who will come back and buy MORE
  • 19. Suppliers are assessed against;
    Product differentiation
    Margin / RPF
    Delivery
  • 20. Reasons to Buy
    Andrew van Zwanenberg
  • 21. You have to give US aReasonto buy from you.
  • 22. Product
    We have to give THE CustomeraReason to shop with us.
  • 23. Making them OUR Customer
    We together can bring Customersinto our stores and make them Our Customerby offering – Unique, Exciting, and Exclusiveproduct.This is product which is Differentto the product our competitors offer, and which Our Customersdesire to buy from us.
  • 24. Innovation
    Quality, Value, ServiceInnovationand Trust
  • 25. What is Innovation for M&S?
    It is a reason for Our Customerto come an buy our product.It is a method by which we can sell more product and therefore buy more product from you.
    Innovation for us is therefore Enhancing our product, by making it Better to use, more Desirable to own, or more Fun.
  • 26. What is in M&S now?
  • 27. What is in M&S now?
    In 2007 Marks & Spencer launched stormwearTM, a water and stain repellent range for men. Every piece in our stormwearTM range has a high performance water repellant finish, so you stay dry whatever the weather.
    Brand value - $500,000,000 per annum
  • 28. What is in M&S now?
    We’ve tested our Ultimate Non-iron shirt and, once you’ve tumble dried it, there really is absolutely no ironing required.
    Brand value - $300,000,000 per annum
  • 29. Service
    Make the Retailers Life easyThe Buyer is always right, but you are the experts.
  • 30. Delivery
    You can manage out risk You can move us closer to MarketYou can maximise our commercial opportunity – Money in the tills.
  • 31. questions?