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Content and commerce: The perfect combo. By Catherine Barba

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“Changing world of Retail! Make your digital experience conversational and emotional, enrich customer communities, be mission-driven and inspire new format of business." Catherine Barba, Entrepreneur & Business Executive specialised in Retail.

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Content and commerce: The perfect combo. By Catherine Barba

  1. 1. AIDONS NOS CLIENTS A SE REINVENTER ! 20 CATHERINE BARBA – JAHIA DAYS October 2018 - @cathbarba THE CUSTOMER EXPERIENCE HOLY GRAIL Jahia Days 10.05.2018 Paris – Catherine Barba
  2. 2. AIDONS NOS CLIENTS A SE REINVENTER ! 20 CATHERINE BARBA – JAHIA DAYS October 2018 - @cathbarba FIVE YEARS AGO…
  3. 3. AIDONS NOS CLIENTS A SE REINVENTER ! 20 CATHERINE BARBA – JAHIA DAYS October 2018 - @cathbarba …AND TODAY?
  4. 4. AIDONS NOS CLIENTS A SE REINVENTER ! 20 CATHERINE BARBA – JAHIA DAYS October 2018 - @cathbarba ONLINE IS MASSIVELY GOING OFFLINE
  5. 5. AIDONS NOS CLIENTS A SE REINVENTER ! 20 CATHERINE BARBA – JAHIA DAYS October 2018 - @cathbarba ONLINE IS MASSIVELY GOING OFFLINE
  6. 6. AIDONS NOS CLIENTS A SE REINVENTER ! 20 CATHERINE BARBA – JAHIA DAYS October 2018 - @cathbarba ONLINE IS MASSIVELY GOING OFFLINE
  7. 7. AIDONS NOS CLIENTS A SE REINVENTER ! 20 CATHERINE BARBA – JAHIA DAYS October 2018 - @cathbarba AND SMART FOUNDERS TAKE ADVANTAGE OF VACANT SPACES
  8. 8. AIDONS NOS CLIENTS A SE REINVENTER ! 20 CATHERINE BARBA – JAHIA DAYS October 2018 - @cathbarba THE LEAST INTERESTING THING ABOUT A PRODUCT IS PURCHASING IT ‘
  9. 9. AIDONS NOS CLIENTS A SE REINVENTER ! 20 CATHERINE BARBA – JAHIA DAYS October 2018 - @cathbarba PEOPLE NO MORE VISIT YOUR STORES JUST TO BUY THINGS
  10. 10. AIDONS NOS CLIENTS A SE REINVENTER ! 20 CATHERINE BARBA – JAHIA DAYS October 2018 - @cathbarba Fast. Easy. Frictionless. HIGH UTILITY EXPERIENCES HIGH FIDELITY EXPERIENCES Exclusive. Personalized. Immersive. WHAT CUSTOMERS EXPECT
  11. 11. AIDONS NOS CLIENTS A SE REINVENTER ! 20 CATHERINE BARBA – JAHIA DAYS October 2018 - @cathbarba HEMA, CHINA Free Wifi Buy & deliver options No lines, no checkout Reviews Dynamic pricing tool Geofencing Personalized offers Customized coupons
  12. 12. AIDONS NOS CLIENTS A SE REINVENTER ! 20 CATHERINE BARBA – JAHIA DAYS October 2018 - @cathbarba MOBY, CHINA
  13. 13. AIDONS NOS CLIENTS A SE REINVENTER ! 20 CATHERINE BARBA – JAHIA DAYS October 2018 - @cathbarba BAPE SHIBUYA, TOKYO
  14. 14. AIDONS NOS CLIENTS A SE REINVENTER ! 20 CATHERINE BARBA – JAHIA DAYS October 2018 - @cathbarba POPSHOP, USA
  15. 15. AIDONS NOS CLIENTS A SE REINVENTER ! 20 CATHERINE BARBA – JAHIA DAYS October 2018 - @cathbarba CARGO, USA
  16. 16. AIDONS NOS CLIENTS A SE REINVENTER ! 20 CATHERINE BARBA – JAHIA DAYS October 2018 - @cathbarba STICHFIX, USA
  17. 17. AIDONS NOS CLIENTS A SE REINVENTER ! 20 CATHERINE BARBA – JAHIA DAYS October 2018 - @cathbarba PROSE, CUROLOGY, USA
  18. 18. AIDONS NOS CLIENTS A SE REINVENTER ! 20 CATHERINE BARBA – JAHIA DAYS October 2018 - @cathbarba NESPRESSO MADISON, NYC: FROM THE STORE TO THE FARM. REALLY.
  19. 19. AIDONS NOS CLIENTS A SE REINVENTER ! 20 CATHERINE BARBA – JAHIA DAYS October 2018 - @cathbarba A TALE OF TWO VALUES
  20. 20. AIDONS NOS CLIENTS A SE REINVENTER ! 20 CATHERINE BARBA – JAHIA DAYS October 2018 - @cathbarba SPOT THE DIFFERENCES
  21. 21. AIDONS NOS CLIENTS A SE REINVENTER ! 20 CATHERINE BARBA – JAHIA DAYS October 2018 - @cathbarba THEY ARE SIMPLE AND TRANSPARENT How do you work to simplify your processes?
  22. 22. AIDONS NOS CLIENTS A SE REINVENTER ! 20 CATHERINE BARBA – JAHIA DAYS October 2018 - @cathbarba THEY CONSTANTLY CHALLENGE THE STATUS QUO Are you the Tenth (Wo)Man?
  23. 23. AIDONS NOS CLIENTS A SE REINVENTER ! 20 CATHERINE BARBA – JAHIA DAYS October 2018 - @cathbarba THEY HAVE A STRONG SENS OF COMMUNITY Do you consider your Community as crucial as your Product?
  24. 24. AIDONS NOS CLIENTS A SE REINVENTER ! 20 CATHERINE BARBA – JAHIA DAYS October 2018 - @cathbarba THEY HIRE SKILLS NOT TRACK RECORDS ( AND VALUE DIVERSITY) Do you hire people who are VERY different?
  25. 25. AIDONS NOS CLIENTS A SE REINVENTER ! 20 CATHERINE BARBA – JAHIA DAYS October 2018 - @cathbarba THEY VALUE EXPERIMENT VS EXPERTISE Do you believe in the ‘Distance From Field’ concept?
  26. 26. AIDONS NOS CLIENTS A SE REINVENTER ! 20 CATHERINE BARBA – JAHIA DAYS October 2018 - @cathbarba THEY DO AWAY WITH CORE BUSINESS TO SOLVE PROBLEMS They determine what customers need and learn new skills. They operate any type of business as long as they deliver value.Do you learn new skills? Do away with your core business?
  27. 27. AIDONS NOS CLIENTS A SE REINVENTER ! 20 CATHERINE BARBA – JAHIA DAYS October 2018 - @cathbarba THEY HAVE THE STRONGEST CUSTOMER SENSE Do you hire people who love people? How do you incent them?
  28. 28. AIDONS NOS CLIENTS A SE REINVENTER ! 20 CATHERINE BARBA – JAHIA DAYS October 2018 - @cathbarba THEY MAKE IT CONVERSATIONAL AND EMOTIONAL Do you incentivize your associates when they behave out of the box?
  29. 29. AIDONS NOS CLIENTS A SE REINVENTER ! 20 CATHERINE BARBA – JAHIA DAYS October 2018 - @cathbarba THEY POWER OUR DIGITAL LIVES Do you incentivize your associates when they capture my digital time?
  30. 30. AIDONS NOS CLIENTS A SE REINVENTER ! 20 CATHERINE BARBA – JAHIA DAYS October 2018 - @cathbarba THEY ARE MISSION-DRIVEN
  31. 31. AIDONS NOS CLIENTS A SE REINVENTER ! 20 CATHERINE BARBA – JAHIA DAYS October 2018 - @cathbarba THEY ARE MISSION-DRIVEN Are you a leader who drives a Mission?
  32. 32. AIDONS NOS CLIENTS A SE REINVENTER ! 20 CATHERINE BARBA – JAHIA DAYS October 2018 - @cathbarba Relationship Shopping behavior Experience Personalization Convenience Immediacy Purpose Influencers personalized 1:1 relationship directly with a brand Interactions & engagement start digitally, mostly mobile Seeking for personalized content; Experiential = emotion + content +connection Immediate access important; whenever and wherever deliver right product anytime, anyplace Care about brand values & sustainability Non experts more important: friends, family bloggers Anonymous Clarity THEY ARE 100% DATA DRIVEN How far are you from a single customer view?
  33. 33. AIDONS NOS CLIENTS A SE REINVENTER ! 20 CATHERINE BARBA – JAHIA DAYS October 2018 - @cathbarba MING THE GAP
  34. 34. AIDONS NOS CLIENTS A SE REINVENTER ! 20 CATHERINE BARBA – JAHIA DAYS October 2018 - @cathbarba RESTART THE WHOLE EXPERIENCE EVERY MORNING
  35. 35. AIDONS NOS CLIENTS A SE REINVENTER ! 20 CATHERINE BARBA – JAHIA DAYS October 2018 - @cathbarba AND GROW YOUR FOUNDER’S MINDSET IN YOUR CORPORATE BODY
  36. 36. AIDONS NOS CLIENTS A SE REINVENTER ! 20 CATHERINE BARBA – JAHIA DAYS October 2018 - @cathbarba Catherine Barba PEPS Lab NYC cbarba@cbgroup.fr @cathbarba THANK YOU!

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