Stephen White from Buffalo Jeans presented at the Retailers, Listen Up! luncheon on Buffalo's approach to customer centricity.

1. BUFFALO DAVID BITTON
OUR APPROACH TO
CUSTOMER CENTRICITY

2. OUR APPROACH TO
CUSTOMER CENTRICITY
LAYING THE FOUNDATION
• July 2012 - Implementation of Customer Special Order (CSO)
• October 2011 - Establishment of Dedicated Web Team
• February 2012 - Launch of new Buffalo David Bitton Web-Store
 Cross Promotions
 Shared Customer Database
 Improved Store Search
 On-Line helping Brick and Mortar
• May 2012- Hired full time Social Media Coordinator
• Summer 2012- First Personalised Promotions
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3. OUR APPROACH TO CUSTOMER CENTRICITY
2013: FOCUS ON THE CUSTOMER

4. OUR APPROACH TO
CUSTOMER CENTRICITY
Address the smarter consumer who wants to
use technology in their shopping experience.
• iPads for Sales Associates
• Mobile Web Site
• In store iPads for product information,
VIP sign up, social media, marketing
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5. OUR APPROACH TO
CUSTOMER CENTRICITY
Customers Want a Seamless Shopping
Experience Across all Channels
Further Integration of Raymark and E-Commerce :
• Loyalty, gift cards, exchanges, and
product availability
• Promotions and Sales
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6. OUR APPROACH TO
CUSTOMER CENTRICITY
Consumers want a more personalised
shopping experience:
 Use Business Analytics Software to retrieve
specific consumer buying habits.
 Send segmented promotions and special offers
based on data mining results.
 Looking into Predictive Analytics software to
forecast future trends and consumer behaviour.
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7. OUR APPROACH TO
CUSTOMER CENTRICITY
Consumers are more interconnected today
and lack trust in what the retailer is telling
them
• Gain customer confidence by expanding
use of social media and bloggers geared
towards product reviews and branding
• Adopt tools that can extrapolate
unstructured data from social media sites
• Incorporate consumer reviews and surveys
for both on-line and brick and mortar
channels
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