The art of customer engagement in the new economy. A workshop delivered for resort town retailers in Queenstown, NZ - sponsored by ANZ Bank, developed and delivered by First Retail Group
Big Issues in Business - Bricks & Clicks - Insights into Retail Trends 2016First Retail Group Ltd
First Retail Group's presentation as part of their strategic partnership with Massey University's Centre for Advanced Retail Studies. Delivered at ASB's The Cube, Auckland Waterfront, November 9, 2016
Presentation to The National Association of Credit Union Service Organizations (NACUSO) about developing a customer focused approach to achieve business goals. Gaining a deeply intimate understanding of customer behavior is at the heart of the relationship required to engage both customers and employees. An organization’s ability to understand, act upon and internalize customer information has a direct and tangible impact on business performance.
YesDiner - Digital Solution for Restaurant MarketingYesDiner
YesDiner, a powerful suite of innovative Digital Marketing Solutions crafted by eBEYONDS for restaurants, helps them have a fully-baked digital presence leading to more sales, greater diner loyalty, better brand image, and sustained high performance over the long run.
A well-designed Customer loyalty program can boost your restaurant business but despite the obvious benefit, this program might not be for everyone. Why? Check out!
Big Issues in Business - Bricks & Clicks - Insights into Retail Trends 2016First Retail Group Ltd
First Retail Group's presentation as part of their strategic partnership with Massey University's Centre for Advanced Retail Studies. Delivered at ASB's The Cube, Auckland Waterfront, November 9, 2016
Presentation to The National Association of Credit Union Service Organizations (NACUSO) about developing a customer focused approach to achieve business goals. Gaining a deeply intimate understanding of customer behavior is at the heart of the relationship required to engage both customers and employees. An organization’s ability to understand, act upon and internalize customer information has a direct and tangible impact on business performance.
YesDiner - Digital Solution for Restaurant MarketingYesDiner
YesDiner, a powerful suite of innovative Digital Marketing Solutions crafted by eBEYONDS for restaurants, helps them have a fully-baked digital presence leading to more sales, greater diner loyalty, better brand image, and sustained high performance over the long run.
A well-designed Customer loyalty program can boost your restaurant business but despite the obvious benefit, this program might not be for everyone. Why? Check out!
Presenting this set of slides with name - Customer Loyalty PowerPoint Presentation Slides. We bring to you to the point topic specific slides with apt research and understanding. Putting forth our PPT deck comprises of twenty five slides. Our tailor made Employee Engagement Activities For Corporates Powerpoint Presentation Slides editable presentation deck assists planners to segment and expound the topic with brevity. The advantageous slides on Employee Engagement Activities For Corporates Powerpoint Presentation Slides is braced with multiple charts and graphs, overviews, analysis templates agenda slides etc. to help boost important aspects of your presentation. Highlight all sorts of related usable templates for important considerations. Our deck finds applicability amongst all kinds of professionals, managers, individuals, temporary permanent teams involved in any company organization from any field.
The creator of Miles Kimball and Walter Drake personalized product catalogs was doing one-to-one, people-based marketing before it was cool…or even had a name. But turning a legendary 70-year-old print mail order firm into a digital data-driven new machine takes some work. As VP of Marketing Kathy Hecht explains, true customer-centric marketing is easier said than done, even for one of the world’s oldest personalization companies. She recounts the challenges of digital transition for her company as well as how execution does not always match intent. How did the company find discrepancies and discover that the reality of being “customer-centric” runs much deeper than the label?
Knowing your customer, Doing a regular follow-up, Interacting with them, Offering them the best most importantly simplifying work to get the best output....
Customer service training is the training customer service employees complete to improve the support they're able to provide and increase customer satisfaction. Customer service is an organization's chance to connect with customers by solving their problems and showing genuine concern.
The Why & How of Choosing the Right Restaurant Loyalty ProgramFivestars
Customers increasingly use mobile devices to make dining decisions. Offering a run of the mill paper loyalty program won't cut it anymore. But we're here to help!
For an updated version of this presentation: https://www.slideshare.net/clearaction/customer-retention-strategies-125750732
Is customer retention included in your marketing plans and budgets? Many companies are involving customers in 2-way conversation to build relationship strength. Trust is the #1 way to retain customers ... by preventing hassles in policies and processes ... making your company irresistible, for sustained organic growth.
See https://ClearAction.com
Business HUG Day is a day to focus on the one thing that will ensure your business gets better results Hearing Understanding and Giving back incredible value to your customers.
Webinar: The Playbook for Predictable Sales Growth: Understanding and Leverag...Fishbowl Marketing
Learn how to transform your guest data into insights! Join Fishbowl’s VP of CRM, Helen Baptist, for an insider’s view of the playbook on how to use data to drive predictable revenues. Helen will pull back the curtain and highlight insights from some of her real world case studies.
Global Cleantech Entrepreneur and Entrepreneur in Residence at Rice University Bryan Guido Hassin shares a basic primer on using a Business Model Canvas to design a coherent business quickly and easily.
Learn a basic framework for measuring returns from loyalty marketing, see real data from small businesses that are using rewards programs, and understand how to optimize returns from loyalty.
STEPPING INTO THE FUTURE OF RETAIL WITH BRAMHOPE GROUPDonné Mitchell
TRANSFORMATION FROM BEING A STORE TO BEING CUSTOMER SERVICE OFFERING!
In future retail logistics, things will not only be different,
they will be better!
The future of retail technology blends physical and virtual experiences that help retailers do more business with the same customers and keep them engaged with the brand.
First Retail Group's presentation at the 2016 Retail NZ conference. A deep-dive into consumer trends, key success factors and prioritisation for retailers developing and enhancing their omnichannel presence.
Presenting this set of slides with name - Customer Loyalty PowerPoint Presentation Slides. We bring to you to the point topic specific slides with apt research and understanding. Putting forth our PPT deck comprises of twenty five slides. Our tailor made Employee Engagement Activities For Corporates Powerpoint Presentation Slides editable presentation deck assists planners to segment and expound the topic with brevity. The advantageous slides on Employee Engagement Activities For Corporates Powerpoint Presentation Slides is braced with multiple charts and graphs, overviews, analysis templates agenda slides etc. to help boost important aspects of your presentation. Highlight all sorts of related usable templates for important considerations. Our deck finds applicability amongst all kinds of professionals, managers, individuals, temporary permanent teams involved in any company organization from any field.
The creator of Miles Kimball and Walter Drake personalized product catalogs was doing one-to-one, people-based marketing before it was cool…or even had a name. But turning a legendary 70-year-old print mail order firm into a digital data-driven new machine takes some work. As VP of Marketing Kathy Hecht explains, true customer-centric marketing is easier said than done, even for one of the world’s oldest personalization companies. She recounts the challenges of digital transition for her company as well as how execution does not always match intent. How did the company find discrepancies and discover that the reality of being “customer-centric” runs much deeper than the label?
Knowing your customer, Doing a regular follow-up, Interacting with them, Offering them the best most importantly simplifying work to get the best output....
Customer service training is the training customer service employees complete to improve the support they're able to provide and increase customer satisfaction. Customer service is an organization's chance to connect with customers by solving their problems and showing genuine concern.
The Why & How of Choosing the Right Restaurant Loyalty ProgramFivestars
Customers increasingly use mobile devices to make dining decisions. Offering a run of the mill paper loyalty program won't cut it anymore. But we're here to help!
For an updated version of this presentation: https://www.slideshare.net/clearaction/customer-retention-strategies-125750732
Is customer retention included in your marketing plans and budgets? Many companies are involving customers in 2-way conversation to build relationship strength. Trust is the #1 way to retain customers ... by preventing hassles in policies and processes ... making your company irresistible, for sustained organic growth.
See https://ClearAction.com
Business HUG Day is a day to focus on the one thing that will ensure your business gets better results Hearing Understanding and Giving back incredible value to your customers.
Webinar: The Playbook for Predictable Sales Growth: Understanding and Leverag...Fishbowl Marketing
Learn how to transform your guest data into insights! Join Fishbowl’s VP of CRM, Helen Baptist, for an insider’s view of the playbook on how to use data to drive predictable revenues. Helen will pull back the curtain and highlight insights from some of her real world case studies.
Global Cleantech Entrepreneur and Entrepreneur in Residence at Rice University Bryan Guido Hassin shares a basic primer on using a Business Model Canvas to design a coherent business quickly and easily.
Learn a basic framework for measuring returns from loyalty marketing, see real data from small businesses that are using rewards programs, and understand how to optimize returns from loyalty.
STEPPING INTO THE FUTURE OF RETAIL WITH BRAMHOPE GROUPDonné Mitchell
TRANSFORMATION FROM BEING A STORE TO BEING CUSTOMER SERVICE OFFERING!
In future retail logistics, things will not only be different,
they will be better!
The future of retail technology blends physical and virtual experiences that help retailers do more business with the same customers and keep them engaged with the brand.
First Retail Group's presentation at the 2016 Retail NZ conference. A deep-dive into consumer trends, key success factors and prioritisation for retailers developing and enhancing their omnichannel presence.
Heart of Dunedin is a group of progressive stakeholders that are passionate about lifting the profile and performance of New Zealand's most characterful CBD. http://www.heartofdunedin.nz/
Dunedin is a characterful city that anchors the Otago region. Despite a relatively resilient economy, the town centre is seeing increasing vacancy driven by a wide range of economic, social and infrastructure issues. These challenges require a fresh approach to developing the city's offer and capability to meet tomorrows market.
An insight session for retailers ahead of Amazon's imminent launch into Australasian markets. Developed for leading supply chain specialist software developers - CIN7
The Quest to become New Zealand's Most Commercially Resilient TownFirst Retail Group Ltd
Gore's town centre leaders and stakeholders work collaboratively to develop resilience and growth for CBD businesses. First Retail Group working in partnership with Gore District Council
Digital Marketing for Professionals - Influential DigitalDallas McMillan
http://influentialdigital.com/professional-services/marketing/
Learn how Digital Marketing can help your professional practice to attract new clients, build your expert brand, and become more profitable
1. Know your Donors/Customers
2. Understand what your Donor (segments?) want from you
3. Build a 'Donor' journey
4. Integrate & Automate
5. Create your legacy
Consult Australia Tasmania Seminar - Proactive Business DevelopmentSarah Edson
Proactive business development tips and techniques for consultants to deliver more work!
Are your business development practices the right ones?
This session will help you win more business, differentiate yourself from your competitors and help you build your consulting practice. Presenter Kym Williams will work through how to build your pipeline, increase repeat work and referral opportunities and also take you through the meetings and structures you need to proactively put in place to engage your entire team around business development.
The presentation will:
· Work through how to build your pipeline, increase repeat work and referral opportunities
· Take you through the meetings and structures you need to proactively put in place to engage your entire team around business development.
Indigo Marketing Agency: What We Do and How We Can HelpClaire Akin, MBA
MARKETING FOR FINANCIAL ADVISORS
• Change the way you think about marketing forever
• Uncover the truth about marketing for Financial Advisors
• Putting you in control of your future
Would you apply principles of FMCG marketing to restaurants ?
Would you want to blow your precious money on mass media ?
Would you settle for a below par ROI on your sales & marketing expenditure?
Ahead of Griffith University's Franchise Marketing Forum 2014, we look back on one of the most popular presentations from previous years. In 2012 Christine Guy, Global Marketing Manager of Fastway Couriers, shared the reasons behind her company’s award-winning brand refresh; the importance of franchisee buy-ins; the logistics of the changeover; and the results they achieved. Visit http://www.franchise.edu.au/home/shop/event/franchise-marketing-forum for more information on the 2014 event.
We specialise in providing Digital Services to Hotels, Restaurants, Travel and F&B Brands around the world. Learn more about how we can help your business succeed online.
Presented by DeSantis Breindel and the authors of Woo, Wow, and Win, the award-winning book on service design.
A great B2B brand can woo clients, but only a great experience can wow them. And experience doesn’t happen by accident. Using service design, you can deliver experiences that maximize the value of your brand, accelerate growth, and win both repeat business and new clients. Watch this webinar to learn how to build the wow into every interaction with your clients.
How to Create a Marketing Plan for Financial Advisors and Grow Your Business ...Claire Akin, MBA
Are you ready to make this year your best year ever? Get started by joining us for an exclusive workshop webinar to create your marketing plan! We'll review six steps to get started with your marketing plan including:
Your Website
Search Engine Optimization (SEO)
Email Marketing
Event Marketing
Social Media
Creating a Marketing Calendar
You'll walk away with a concrete action plan to increase new leads and referrals this year and beyond!
Referral marketing is the same as helping your business to grow, all by itself. But referrals don't just happen. This presentation explores ways to be better with your referral processes. Presented to Sage Australia/New Zealand at the Partner Insights Summit.
First Retail Group's Lorraine Nicholson talks about Wellington City Council's Eyes On Programme as it supports the pharmacy sector in New Zealand's Capital City
Invercargill's CBD strategy is well underway following two successful stakeholder workshops held in the City during March.
Led by strategists from First Retail Group, the sessions brought together a wide range of participants from the retail, hospitality, property, tourism, and corporate sectors. Around 100 people took part in the events that looked at opportunities, challenges and actions necessary to achieve greater success for both businesses and the community.
Stakeholder feedback and involvement has delighted those working on the project, explained Invercargill City Centre Co-Ordinator, Kari Graber. "People and businesses have been highly forthcoming with ideas and time. We'd hoped to achieve strong collaboration, however the response has been quite exceptional"
"A CBD is the very heart of any city, so keeping that successful is both commercially and socially responsible" says First Retail Group's project lead, Lorraine Nicholson. "Improving amenity value, employment opportunities, spaces and places mean Invercargill will be a destination of choice - helping stem spending attrition, which we acknowledge is a key issue for the local economy".
The strategy looks at key aspects of attraction, experience, environment and economic measures necessary to achieve rapid and sustained change. Ensuring businesses and the community are at the centre of forward decisions has been fundamental and will continue as the project develops.
A 'no-barriers, no excuses' approach means many of the initiatives recommended could be achieved within existing budgets, while, suggestions can help shape discussion and decisions around major projects - both from a civic and commercial perspective.
No strangers to Invercargill First Retail Group, has worked with local businesses previously, having delivered retail capability building workshops for Venture Southland in 2016 along with a range of tourism projects across the region.
Nicholson sums up sentiment from businesses and those working on the project; "Invercargill has exciting opportunities ahead, along with the capability and resources to make things happen. We're anticipating this CBD strategy will be a catalyser for greater commercial confidence, changing mindsets and helping get the City Centre back on radar with consumers and retailers"
First Retail Group's team will be back in Invercargill mid-March to meet stakeholders, discuss concepts and validate strategies under consideration. The final report will be delivered to Council early April.
Adaptation helps retailers and property owners meet changing consumer needs and expectations. An article in the Property Institute's Property Professional Magazine by First Retail Group's Managing Director, Chris Wilkinson.
The new rules driving retail success. An article by First Retail Group's Chris Wilkinson that explores key trends and opportunities for property owners and Managers in the dynamic retail sector.
A comprehensive look at how towns and businesses are responding to a tightening economy, changing consumer expectations and increased competition. This excellent feature was written by Elly Strang from retail industry authority The Register.
Gore District Council is on a mission to develop New Zealand's most commercially resilient provincial town. The Love Gore Shop Local campaign is a key part of this, however the wider project involves an integrated strategy that encompasses a wide range of capability building, stakeholder engagement and commercial growth initiatives, developed by First Retail Group
First Retail Group working in partnership with DowntownQT - Queenstown's Town Centre Commercial Guardian.
DowntownQT represents stakeholders at both local and national government level. Advocating on behalf of members while developing town centre curation, resilience and collaboration. The town centre strategy guides the organisation.
DowntownQT is the ‘go-to place’ for information. It is the primary contact point for the Queenstown Lakes District Council when seeking stakeholder viewpoints on issues affecting the town centre. DowntownQT also assists with collective agreements between stakeholders on issues that benefit the town centre.
First Retail Group's keynote address at the Australasian Retail Summit, May 2015, Hilton Hotel, Auckland Waterfront.
First Retail's Managing Director, Chris Wilkinson shares perpectives on the 'Purposeful Consumer'. How can retailers, shopping centres and suppliers connect and engage with this new dynamic that's driving purchasing decisions?
Lower Hutt City CBD - Developing resilience & success for stakeholdersFirst Retail Group Ltd
Lower Hutt's CBD streetfront businesses face increased challenges from malls, out of town shopping and changing consumer preferences. Commercial performance nears a tipping point, requiring stakeholders to take urgent action to maintain relevance and re-engage consumers with all the city has to offer. This presentation, developed for a range of commercial and social interest groups explores key dynamics in town centres globally, issues specific to Hutt City - and opportunities for the much-loved town centre to once again shine.
Queenstown CBD - Realising Opportunity for Stakeholders in NZ's Premier Resor...First Retail Group Ltd
A recent presentation for Downtown Queenstown stakeholders including retailers, hospitality businesses, landlords and Council - looking at town centre dynamics, risk, opportunity and trends. Client: Queenstown Chamber of Commerce
Developing great town centres - Retail resilience for the new economyFirst Retail Group Ltd
First Retail Group deliver commercial resilience programmes, support and insight to town centres globally. In this presentation, Managing Director, Chris Wilkinson outlines key challenges and opportunities for town centres intent on remaining relevent and seeing growth for their stakeholders
NZ Council of Shopping Centres Conference - Leveraging Technology To Drive Re...First Retail Group Ltd
Technology is transforming the way consumers purchase goods. The advent of online shopping has been the biggest threat to 'bricks and mortar stores'. Ironically it's technology that could once again engage people with the traditional retail experience. First Retail Group's Chris Wilkinson shares key trends and opportunities for sector stakeholders to embrace. Presented at the NZ Council of Shopping Centres Conference
Keynote presentation delivered to attendees at The Imaging Show - part of the PMA Australasia Conference, Melbourne Exhibition Centre, May 2012 by First Retail
3. Today’s Goals
1. Maximising performance for businesses
2. Develop & enhance QT’s reputation for shopping & dining
3. Establishing & championing best practice in all we do
4. Greater cohesion amongst our business community
5. Customer experience that delights - consistently
4. Positives
• Best-of-class businesses live here
• Our customers are captivated
• Wallets are already open
• Spending capacity is there
• Competition drives success
5. Challenges
• Too many businesses are ‘off radar’
• Consumer expectations are high
• Few are exploiting ‘long tail’ opportunities
• Some businesses not agile or responsive
• Commercial opportunities are being missed
6. What We Found
• Similarity of offer disappoints customers
• Inconsistency of service is frustrating
• WOW experiences are few & far between
• Online advocacy could be improved
• Queenstown isn’t maximising potential
7. How Can We Transform?
1. Understanding & harnessing opportunity
2. Gaining visibility and priority
3. Engage & retain purposeful consumers
4. Delivering customer experience that excels
8.
9. The New Rules
Of Customer
Experience
Key Dynamics
for Queenstown
Businesses
Commercial
Opportunities
Enablement
Strategies
Action
Planning
Session
Summary
Session Schedule
12. Purposeful Consumers
Separating clearly from the competition
• Decisive. Know what they want
• Strategists. Come well prepared
• Budgeters. Often plan their spend
• Empowered. Make their own decisions
13. Purposeful Consumers
How do you separate clearly from the competition?
• Prioritsers. Become an aspirational destination
• Planners. Help them be informed & ready
• Budgeters. Value propositions start conversations
• Empowered. Think solutions – not products or services
14. New Influencers
Digital channels are your real advocates
• Web Profile. Visibility drives priority
• Social Media. Connects on new levels
• Review Sites. Performance drives traffic
• Dynamic Marketing. ‘Last mile’ connection
15. New Influencers
Digital channels are your real advocates
• Web Profile. Vital to ‘own your space’ online
• Social Media. Celebrate your personality
• Review Sites. Actively encourage advocacy
• Dynamic Marketing. Reach & engage
16. High Expectations
Mirroring Queenstown’s bigger promise
• Engagement. Authenticity & depth of connection
• Fresh Experience. True southern hospitality
• Enthusiasm. Encouraging your people to shine
• Relationship. Develop enduring engagement
17. High Expectations
Mirroring Queenstown’s bigger promise
• Engagement. A genuine welcome & appreciation
• Fresh Experience. Immersive & emotive
• Enthusiasm. Develop your own Utopia
• Relationship. Encouraging ‘long tail’ relations
18. Differentiation Drives Success
Separating clearly from the competition
• Authenticity. Provenance & personality
• Playfulness. New rules = less rules
• Essence. Embrace the Queenstown way
• Being Spectacular. Set your business apart
19. Differentiation Drives Success
Separating clearly from the competition
• Authenticity. Personality & USP
• Playfulness. Empowering your team
• Essence. Developing & celebrating a culture
• Being Spectacular. Always delighting & delivering