Ceramics and Retailing<br />The Formula for Joint Success<br />Andrew van Zwanenberg<br /> 14th October, 2010<br />
Myself – Andrew van Zwanenberg<br /><ul><li>Worked on both sides of the fence – Manufacturing and Retail
Supplied to;</li></ul>Debenhams, <br />			M&S, <br />			Next, <br />Loblaws, <br />			Woolworths SA, <br />			Habitat, <br...
3<br />Agenda<br />The Customer.<br />The Brand.<br />Delivering for the Customer.<br />Reasons to buy.<br />Q&A.			<br />
Customer<br />
5<br />Our Customer – 45+ ABC1 Female<br />Source Dragon Rouge November 2009<br />
Brand<br />
What matters to us.<br />Quality, Value, ServiceInnovationand Trust.<br />‘Quality worth every penny’<br />
We are a retailer<br />
What we do<br />Marks & Spencer is one of the UK’s leading retailers with over 21 million customersvisiting our stores eve...
How our Business breaks down<br />Quality, Value, ServiceInnovationand Trust<br />
Our Websites<br />Product<br />http://www.marksandspencer.com<br />Corporate<br />http://corporate.marksandspencer.com<br />
Delivering for the Customer<br />
Priorities for Retailers<br />Product<br />Service<br />Delivery<br />
Product<br />Competitive Price<br />Reason to Buy<br />Appropriate Quality<br />
Service<br />Appropriate Communication<br />Minimum Fuss<br />Make it Easy<br />
Delivery<br />On Time<br />Lead times<br />Consistent<br />
The Result?<br />Max Money in the Tills<br />Minimum Risk<br />Happy Customers who will come back and buy MORE<br />
Suppliers are assessed against;<br />Product differentiation<br />Margin / RPF<br />Delivery<br />
Reasons to Buy<br />Andrew van Zwanenberg<br />
You  have to give US aReasonto buy from you.<br />
Product<br />We have to give THE CustomeraReason to shop with us.<br />
Making them OUR Customer<br />We together can bring Customersinto our stores and make them Our Customerby offering – Uniqu...
Innovation<br />Quality, Value, ServiceInnovationand Trust<br />
What is Innovation for M&S?<br />It is a reason for  Our Customerto come an buy our product.It is a method by which we can...
What is in M&S now?<br />
What is in M&S now?<br />In 2007 Marks & Spencer launched stormwearTM, a water and stain repellent range for men. Every pi...
What is in M&S now?<br />We’ve tested our Ultimate Non-iron shirt and, once you’ve tumble dried it, there really is absolu...
Service<br />		Make the Retailers Life easyThe Buyer is always right, 				but you are the experts.<br />
Delivery<br />You can manage out risk                                          You can move us closer to MarketYou can max...
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Andrew van Zwanenberg, Marks & Spencer - Ceramics and Retailing: The formula for joint success

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

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