Multi-Channel Innovation & Competence

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It’s not enough to Just do Multi-Channel as good as you can
or
Try the latest & greatest ideas
You have to do both!

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Multi-Channel Innovation & Competence

  1. 1. Multi-ChannelCompetency & Innovation Hayden Sutherland Ideal Interface 14 March 2012
  2. 2. It’s not enough to… Just do Multi-Channel as good as you can orTry the latest & greatest ideas You have to do both But…
  3. 3. … these have to beintegrated togetherWith the right balance
  4. 4. Customer centricity and multi-channel businesses requireconstant innovation & investment
  5. 5. Retailers andmanufacturers are striving for differentiation
  6. 6. "Dont just do things better. Do better things“ Sir Terry Leahy
  7. 7. The ‘Sir Terry’ Approach do better do things things better
  8. 8. Otherwise known as.. innovation competency
  9. 9. A Framework for Success innovation competency clear corporate vision
  10. 10. Innovation – a STEP change• Social – People, community, etc.• Technical – Information, materials, channels, etc.• Economic – Competition, customers, etc.• Political – Legislation, regulation, etc.
  11. 11. Multi-Channel Factors Social Technical Change innovation Economic Political
  12. 12. Competency is understanding• Dependent upon: – Internal • Staff • Systems • Processes, etc. – External • Customers • Suppliers • Competitors, etc.
  13. 13. Multi-Channel Factors Best Practice* Understanding Specialisation* competency Operational* Suppliers** Example factors affecting competency
  14. 14. The intersection creates.. innovation competencydifferentiation
  15. 15. Hayden Sutherland www.idealinterface.co.ukCopyright © 2012 Ideal Interface Ltd.

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