3. company confidential3
A SHIFT FROM SELLING PRODUCTS TO
SELLING EXPERIENCE
Products Products + Services Channels Experience
2000s
#SHIFTHAPPENS
Today
4. company confidential4
THE WAY PEOPLE EXPERIENCE
A PURCHASE HAS CHANGED
FOR GOOD
Customization
Not generalization
Continuous improvement
Not planned obsolescence
Convenience
No discomfort
5. 5
Companies are creating new experiences
through various channels everyday
Market places
Traditional stores Pop-up stores Shop-in-shops Experience stores
Online pure players Social mediaOnline brand stores
Direct sales channels Indirect sales channels
Online
Offline
6. 6
Daniel Wellington
Enlists thousands of influencers on
Instagram to promote the brand
214% increase in profits from 2014 to 2015
Revenue 2015: $220 million
7. 7
Opened a number of stores
where non of the company’s
products are available for sale
“Selling the dream of using the product”
9. company confidential9
“One of our three key values is:
customer experience always comes first”
Sr. Logistics Manager EMEA
10. COO at Ace & Tate
Source: www.docdata.com/cases/ace-tate
“Service levels online and offline need to be on par.
This is the ultimate omni-channel experience”
13. 13
IT’S A NEW WAY OF THINKING
“Customers think in experiences – not channels”
Products
Channels
Customer
vs.
Customer
Experience
14. 14
THIS REQUIRES A DIFFERENT APPROACH
PRICING
MARKETING
SALES
FINANCE
CULTURE
Unit sales
Branding
Sell products
Product margins
Launch products
Value pricing
Experience
Solve needs
Customer lifetime value
Build relationships
All influenced
by commerce &
fulfilment
activities
15. company confidential15
THAT IS WHY WE POSITIONED
INGRAM MICRO CFS
as an omni-channel commerce & fulfilment solutions provider
Commerce Fulfilment Payments
Platforms
Channel
management
Connectivity
Fulfilment
services
Reverse
logistics
Carrier
management
Financial
services
Customer
care
