The pace of change is acceleratingexponentially – but do youreallybelieveit? do youreally accept it?Morgan stanley report (mary mee
WearablesAugmentedreality on Google GlassMeasuring body related dataGPS NavigationSensorsShopper interaction monitoringGoodslocation, temperature, out-of-stock monitoringAnalysis of in-store traffic flow
Technology has grownrapidly to be the numberone concernIBM CEO studycapitalizing on complexity
Using digital to go direct12619581
Then, Blockbuster declines several offers to buy Netflix for $50 million.Read more at http://www.omg-facts.com/Business/Blockbuster-Declined-Several-Offers-To-B/54217#oF3lIKKlcBGBLZUy.99
Accelerating digital innovation:Start-up activity is hotterthan ever. Start-upscan get to Xm users and $Xmrevenue in record times. These are disrupting the market andincumbentorganistions must alsoadoptthis culture
Using digital to go direct12619581
Challenges – market data points Alignment across the organisationRequires a combination of different skills/knowledge. Technology, marketing, business rigour, supply chain, tax
Challenges – market data points Alignment across the organisationRequires a combination of different skills/knowledge. Technology, marketing, business rigour, supply chain, tax
Using digital to go direct12619581
Research goalsAssert that digital technologies allow organisations to be more customer centricShow how goal 1 can be proved using just one platform for online reviews – BazaarVoiceEstablish credibility of fact-based researchResearch methodDescribe the customer journey and the impact on the company key functionsDetermine and set hypotheses to test how product reviews can help to improve the company key functionsApply a statistical research method to test the hypothesesTest the hypotheses and draw conclusions based on the findingsResultsDescribe a future where other sources of data via digital channels could be used. Potentially re-use other findings from other data sources (maybe we merge this with the above)Provide advice on the high-level steps for an organisation can become more customer centric using our target operating model playbook
All retailers have a positive NPS, the bulk is higher than 50% which is considered very good on a scale of -100% to 100%The bulk of product ratings varies between 3,5 and 4,5 on a scale of 0-5 Retailer’s average rating of the products they are selling and their average NPS are significantly correlated:Retailers with a high average product rating have a high average NPSCustomers that are satisfied with the retailer’s products are also more likely to be loyal to that retailerAverage product rating and customer loyalty is the lowest for retailers in the Consumer Electronics industryAverage product rating and customer loyalty has the highest spread for retailers in the Home Improvement industry Average customer loyalty is the highest for retailers in the Drugstores industry
NPS is a measure of customer loyalty and advocacyFor high scoring NPS businesses complaints regarding customer service are less than 1% of total issues raised by the customerThe best performing businesses have do not suffer from an increase in customer service issues during the Christmas period
Using digital to go direct12619581
STRATEGYTo support the ~30% growth of its online businesses, Deloitte helped to develop a long-term Cross Channel strategy to support operational integration across channels. Deloitte identified “quick win” opportunities to improve the macys.com businesses’ capabilities and tools to drive continued aggressive growth. The result is a strategic direction, set of future-state processes, and a business case for Macy’s Cross Channel strategy.Inventory Visibility –Deloitte has supported numerous CPG companies to gain visibility of inventory across business channels and locations supporting intelligent order allocation and driving additional sales whilst reducing stocks holdingDelivery and AvailabilityIn turn this has been applied to support significant improvements in‘On time in full’ delivery and manage the cost of returning and reworking products
Using digital to go direct12619581
We are modelling business, competitor and social data for over 450 recent titles industry-wide to understand title-specific behaviour of upcoming releases,isolating the sales impact of their social media activities over and above other purchase drivers such as box office performance and discountingThe managed service gives the team access to a) Predictive scenario analysis tool b) Deloitte Insight Reports for individual titlesenabling Sony Pictures to apply the analytics throughout new release campaigns from planning through to post campaign review
