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How to maximize your sales by enhancing your customer experience


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PackshotCreator solutions allow companies to create in-house pictures and 360° animations in just a few clicks of all their products. These profesionnal quality pictures and animations can then be used both for internal and external communication.

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How to maximize your sales by enhancing your customer experience

  1. 1. How to maximize your sales by enhancing your customer experience Sales Performance Conference September 17th and 18th 2009 Audrey Martin Business Development Manager
  2. 2. <ul><li>Innovative strategies to reduce costs </li></ul><ul><li>E-commerce and visual communication to boost ROI </li></ul><ul><li>Best practices through case studies </li></ul>Table of contents
  3. 3. <ul><li>During an economic downturn… </li></ul>Innovation impacts on cost-efficiency and sales &quot; A process innovation is the implementation of a new or significantly improved production or delivery method. This includes significant changes in techniques, equipment and/or soft &quot;. Source: OECD Oslo Manual Necessity to cut costs and stop revenue decline 1. I nnovative strategies to reduce costs
  4. 4. A majority of executives consider that innovation is critical Source: Saugatuck Technology Inc. and BusinessWeek Research Services C-Team Study (2006)
  5. 5. Drivers of innovation Source: Capgemini “Innovation Leader or Laggard?” (2009)
  6. 6. <ul><li>Customers become belligerent. Customers are increasingly intolerant of poor experiences and share their dissatisfaction. </li></ul><ul><li>Products and price are commodities. Customer experience and process innovation are the new differentiators. </li></ul>2. E-commerce and visual communication to boost sales <ul><li>E-commerce benefits in terms of costs and sales </li></ul>Innovation must be customer-oriented
  7. 7. Customer experience maturity leads to competitive advantage Source: Peppers ans Rogers Group and SAS (2008)
  8. 8. Customers with good experiences consider purchasing more Correlation between high customer experience index and willingness to purchase again from the same provider Source: Forrester Research (2009)
  9. 9. But they don’t see uniqueness today Source: Allurent/Endeca (2008)
  10. 10. How to differentiate online? Product presentation is key to purchase decision New ways of improving online customer experience - Rich Media - Web 2.0 - Interactivity - Social networking Source: Nielsen Online “Mystery Shopping Surveys” (2008) - Pleasant colors - A user-friendly design and structure - Good quality pictures
  11. 11. Most effective product presentations Source: Adobe Scene7 Survey (2009)
  12. 12. Planned and deployed strategies Source: Adobe Scene7 Survey (2009)
  13. 13. Case <ul><li>Issue: Rapid launch of an e-commerce website </li></ul><ul><li>Results: </li></ul><ul><li>- More than 1 200 pictures and animations in week </li></ul><ul><li>- Quick development of the new website </li></ul><ul><li>- All their ranges put online rapidly (rapid ROI) </li></ul>
  14. 14. Décathlon Case <ul><li>Issue: Enlargement of the product communication scope </li></ul><ul><li>Results: </li></ul><ul><li>- +25% product photos at zero cost </li></ul><ul><li>- Contributes to notably enrich the company’s database </li></ul><ul><li>- Improve the product visibility at the point of sale </li></ul>
  15. 15. OneDirect Case <ul><li>Issue: Overhaul of its e-commerce website and catalogues </li></ul><ul><li>Results: </li></ul><ul><li>- +27% turnover in December of 2008 </li></ul><ul><li>- Allowed the production of 360° animations in-house </li></ul><ul><li>- Release of new printed catalogues on a more regular basis </li></ul>
  16. 16. Cisowianka Case <ul><li>Issue: Optimization of specific product communication processes </li></ul><ul><li>Results: </li></ul><ul><li>- Packshot Creator = Press relations/retailers demos/Web uses </li></ul><ul><li>- Standardized product communication </li></ul>
  17. 17. Thank you for your attention