Uploaded byJaco Aucamp
Swarovski Digital Transformation - Store Guide
The document discusses Swarovski's digital transformation strategy. It outlines why digital transformation is important given trends in the Middle Eastern market. It describes Swarovski's approach to transforming stores into more digital experiences. Finally, it explains how Swarovski will empower employees, engage customers, and transform products and operations to deliver personalized omnichannel experiences across websites, mobile, stores, and social media.
Swarovski Digital Transformation - Store Guide
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- 4. DIGITAL IN THEGCC 2017 Total Population 246 Million Urbanization 68% Internet Penetration 147 Million Penetration 78% Active Social users 93 Million Penetration 38% Mobile Subscription 312 Million Penetration 228% Active Mobile Social Users 83 Million Penetration 34% vs. World 41.4% vs. World 81.4% YouTube Watch Time # 2 After US, before Brazil
- 5. A NEW RETAILREALITY PurePlayOmni LUXURY FASHION FAST FASHION
- 6. CUSTOMER BEHAVIOUR -MILLENNIUMS Are people born between 1980 and 1999, today they’re 19 to 38 years old 84% use their phone to assistance & research while shopping in a store 82% of Millennials prefer to shop stores Get influenced by friends and 70% by bloggers/ Youtubers vs the “rich and famous” Price is #1 concern for millennials over quality, brand, store and availability Values experiences over stuff. Wants memories to show on social. 82% select a brand due to the buying experience Supports brand that care about causes. 48% that actively support social causes, 45% on environmental stewardship
- 7. CUSTOMER BEHAVIOUR TRENDS 75% ofME consumers believe their interactions with brands on social media results in them purchasing. 85% of Middle East customers would rather pay COD, while 15% opt in to use credit cards 42% of Middle East consumers say that checking availability of products in store stock via online would greatly improve their experience. 89% Of customers stay engage with a brand if there is a seamless experience between stores and online 82% Of consumers turn to google during to start their research stage 51% Of consumers research online and then purchase in stores. 17% of Middle East consumers visit a store first, and the purchase online
- 8. 70% 57% 55% Mobile share ofShopping Search queries (2017) 47%YoY growth in local search queries 80% MOBILE FIRST & LOCAL WINS
- 9. CUSTOMER JOURNEYS –MANY CUSTOMERS, MANY JOURNEYS Website Contact Centre Mobile Store Social RESEARCH BUY USE ENGAGE
- 10. CUSTOMER JOURNEYS –MANY CUSTOMERS, MANY JOURNEYS Website Contact Centre Mobile Store Social RESEARCH BUY USE ENGAGE
- 11. CUSTOMER JOURNEYS –MANY CUSTOMERS, MANY JOURNEYS Website Contact Centre Mobile Store Social RESEARCH BUY USE ENGAGE
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- 13. DIGITAL AT CHALHOUB– SHIFT We see digital adding value to our customers and we believe in a future where digital enables us to grow and to remain market leaders.
- 14. TRANSFORMATION IS NOTNEW TO US
- 15. DIGITAL TRANSFORMATION –STORES OF THE FUTURE Electric Runway – Store of the Future Synergy between online and offline becoming even stronger
- 16. DIGITAL TRANSFORMATION –STORES OF THE FUTURE CISCO: The Future of Shopping Shop via a screen & touchpad
- 17. DIGITAL TRANSFORMATION –STORES OF THE FUTURE Zara AR Studio Collection Launched April 2018 Objective : Pull traffic to stores by making the store engaging
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- 19. DIGITAL AT CHALHOUB– GUIDING PRINCIPLES The customer is at the heart We empower employees : Make it happen We start small, we scale fast Failure and success are sharing moments We think hybrid & global from the start Startups will be our allies We play on the offense. We will be chefs, not cooks
- 20. DIGITAL TRANSFORMATION –ENABLERS Empower Employees Engage Customers Optimize Operations Transform Products Deliver personalized, rich, connected experiences (Emarsys) Provide tools to employees meet customer demands. (Xstore) Increase the flow of information (Axonify) (eMac) (Shift Community) (eLearning) Expand the reach of your business (Expand Ecom) (Digital in Stores)
- 21. SWAROVSKI – GOINGOMNI-CHANNEL SINGLE CHANNEL (TRADITIONAL) MULTI-CHANNEL (COMPETING – BUSINESS FOCUS) OMNI-CHANNEL (COMPLIMENTING – CUSTOMER FOCUS)
- 22. CHANNEL STRATEGY :OMNI-CHANNEL RETAILING PRINCIPLES • Increase conversion rate • Reduce Returns • Improve shopping Experience • Rapidly Implement new marketing initiatives and promotional offer types in all channels. • Provide consistent pricing across all channels. • Buy, fulfill, return anywhere • Rea-time inventory visibility • Flexible use of Inventory • Reduce Delivery time and cost • Reduce zero picks and cancelled orders. • Consolidate customer data • Track all customer interactions • Connect Interactions across touchpoints • Understand preference, customer profiles • Provide contextual, personalized, and consistent experience across channels • Online and in-store Increase sales Drive Revenue/Margin Reduce Cost Customer Insight Differentiate Product Data Quality Consistent Pricing Inventory Availability 360 View of Customer Personalized Experience
- 23. CHANNEL STRATEGY :COMPLIMENTING NOT COMPETING 5,892 Of users coming online looking for their closest physical store. (Nov ’17 – Feb ‘17) Since the launch of Ecommerce, all customer queries / complains are coming via the online call Centre. New Xstore POS will allow digital invoices to be send to customers. New Xstore “POS upgrade” will enable mobile devices for payment 14th of Feb MCC completed our first unofficial click and collect journey
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- 25. WHO WILL MAKETHIS HAPPEN? YOU! Our awesome team!
- 26. WE CAN DOTHIS TOGETHER We are aligned and daring merchants who overcame multiple transformations and we will thrive in this digital world too.