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RetailOasis Big Breakfast 2017: Rory Scott Presentation

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Our 3rd annual Retail Big Breakfast, Rory (GM- Strategy at Super Retail Group) discusses the key shifts in retail.

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RetailOasis Big Breakfast 2017: Rory Scott Presentation

  1. 1. BIG BREAKFAST: RORY STRATEGY #retailoasis GENERAL MANAGER, GROUP STRATEGY AT SUPER RETAIL GROUP
  2. 2. TITLE insert text here STRATEGIC SHIFTS AND GROWTH
  3. 3. HOW ARE BUSINESSES CONTINUING TO GROW?
  4. 4. THE UNDERPINNERS THE ENGINE • Seek to understand the customer • Help them achieve their personal goals • Optimal efficiency and rigorous measurement • Profit is still a goal • The best engines might be complex to make but are simple and elegant to use
  5. 5. THE BIG SHIFTS
  6. 6. generation technology retail environment boomers millennials capitalism conscious capitalism ecosystems start-up omni big box
  7. 7. UNDERSTAND PURPOSE Purpose sets your world, it should be where you and your customers agree to play. It’s as wide as you want it to be - provided you operate with authenticity and permission
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  10. 10. NORDSTROM'S COMMITMENT In store or online, wherever new opportunities arise, Nordstrom works relentlessly to give customers the most compelling shopping experience possible. The one constant? John W. Nordstrom's founding philosophy: offer the customer the best possible service, selection, quality and value.
  11. 11. NORDSTROM FOCUS Trunk Club Nordstrom Cares One on one customer communication Accelerator models
  12. 12. DRIVE SUSTAINABILITY Sustainability is about paying attention to community standards and then choosing to lead or when to participate in the related changes Your customers would prefer you be responsible than give them a loyalty program Waste is a key concern, from plastic in landfill to unutilised assets, find a way. Be consistent with your own brand and reputation Don’t greenwash!
  13. 13. from: take to: give take a position share-holder oriented stakeholder alignment (SPICE) create a purpose sell a product promote a higher ideal do business with anybody (demographic) do business with ‘believers’ (psychographic) CSR responsible business CREATING A LARGER BUSINESS SHIFT:
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  15. 15. BE LOCAL The cookie cutter doesn’t help your customer enjoy your company Recognise you are part of the community you are located within Customers remember difference and effort
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  17. 17. BE PERSONAL Don’t shout, have a conversation. Your customer will answer your questions for as long as you show you are listening. Customise where you can Listen, you might learn something
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  19. 19. DON’T CARRY STOCK, CARRY SOLUTIONS Talk to your customer, would they exchange ‘possibly have it now’ for ‘certainty at an agreed time’. Endless aisle is endlessly irritating Offer services to help both of you
  20. 20. TITLE insert text here Trunk Club Bonobos
  21. 21. ‘channels are a language retailers speak to justify what they’re spending on IT. It’s not understood by the customer’ Sir Charlie Mayfield, Chairman, John Lewis Partnership
  22. 22. WHAT THIS MEANS: leverage creator consumer engage with the consumer before store or purchase embrace the changing role of the store
  23. 23. BEING LOVED IS KEY AND MEASURABLE

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