VIP Kolkata Call Girl Howrah 👉 8250192130 Available With Room
Marks & Spencer Onboarding Marketing Plan
1. “The fashion market in the Middle East is more than
$30bn, and online share is less than 1%”
Marks & Spencer
Middle East Digital Strategy
2013
2. Market Potential, Demand and Attractiveness
SWOT – Customers, Competition, Growth Forces
Strategic Plan
Performance Plan
1 Executive Summary
2
5
3
4
Agenda
Immediate Steps and Timeline6
3. Executive Summary
The strategic opportunity is to develop our MENA region focused digital
strategy, resulting in $370K in new e-Commerce revenues by the end of Year 4
(est. 2017)
63% of retail shoppers expect a more digitally integrated experience over the
next 2 years, while the MENA e-Commerce opportunity is predicted to be
$1.5T by 2016
Strategic Alternatives
• Continue on existing path
OR
• Off load to M&S UK with local support provided
OR
• Do not enter into e-Commerce arena
Strategic Recommendation
Allocate $345K in Year 1 towards strategic digital development reaching
operating break even by the middle of Year 1 (est. 2014)
Source: http://www.mediapost.com/publications/article/190447/consumers-want-mobile-enhanced-retail.html#axzz2HSsgs0FO
4. 2013 Market potential
72.5m
MENA
internet
users
66% search
for
products
online
33% make
online
purchases
6 average
purchases
per year
$230
average
price of
purchase
$21.7B
estimated
B2C
commerce
opportunity
Existing
Market
Share
Potential
Market
Share
100 0
47.8m
potential
customers in
the MENA
300m
population in
the MENA
region
100 16
2013 Market
Development
Index
2013 Share
Development
Index
Source: Market Based Management / Wamda.com
Highly attractive opportunity, where our share can develop along side the market
5. Signals to enter and operate in the MENA market with confidence
Source: McKinsey & GE
Competitive
Position
Unattractive Average Attractive
Category Attractiveness
Weak
Average
Strong
Cash generator
Disinvest
Phased
withdrawal
Proceed with
care
Proceed with
care
Try harder
Cash generator Growth leader Leader
Double or quit
6. Snapshot of internal key strength and growth areas – SWOT (1/2)
Strengths
Committed and knowledgeable
executive team
Extensive experience launching
digital platforms
Attractive and loyal customer
base
Dedicated budget
Aggressive growth plans
Known and trusted brand to
create easier digital conversions
Weaknesses
ᵪ Limited digital properties in
nascent stages
ᵪ Lack of dedicated digital team
ᵪ Absence of existing benchmarks
for measuring success
ᵪ Lack of advanced data and
analytics
Development of
a highly engaged
target audience
through our
strategic digital
plan will
strengthen our
competitive
advantage in the
market
7. Snapshot of external key strength and growth areas – SWOT (2/2)
Opportunities
Internet and mobile internet
penetration rapidly increasing in
MENA
B2C ecommerce to grow by 35%
through 2015
In store & offline activation
through CRM and integrated
profiles
Emerging ‘MENA fashion’
community
mCommerce & social commerce
Threats
ᵪ Global entrants into MENA
ecommerce opportunity
ᵪ Absence of familiarity with online
shopping
ᵪ Weak payment providers
ᵪ Lack of trust in MENA
ecommerce (aftercare services)
ᵪ Customer hesitation with online
payment due to safety concerns
Category
attractiveness is
high; we must
remain aware of
new entrances,
market trends
and voice of
customer
8. Source: http://www.just-style.com/analysis/debenhams-outlines-expansion-plans_id115927.aspx
Debenhams
Landmark
Barneys
High
Medium
Low
Perceived threat Description
Souq.com
MarkaVIP
Namshi.com
Our competition is aware of the market attractiveness and is entering
• Globally better than predicted online sales; locally building
eCommerce team since 2011
• Started building web team in 2012, launched UAE eCommerce
site in Nov.
• Recently expanded its international shipping to over 90
countries, ten of which are in MENA.
• The Middle East’s largest e-commerce site, is growing through
acquisitions
• Private online sales club has announced $15 million in
investment over two different funding rounds
• In two separate rounds of funding have raised upwards of
$20m lead by JP Morgan Asset Management.
9. Our immediately addressable customer spends with discretion and expects a
high level of customer service
Home
1%
Ladies
28%
Lingerie
25%
Mens
23%
Childrens
13%
Foods
5%
Beauty
5%
Other
23%
Title
Based on internet averages
marksandspencerme.com is
visited most by the following
demographic:
• Gender: Females
• Age group: 35 - 44
• Education level: College
educated
• Additional: Browse the
site from work
Source: M&S Internal / Alexa.com
Potential MarketTotal Market Accessible Market Realistic Share
1.45M potential
M&S e-
Commerce
customers
72.5M MENA
Internet
Users
10. Growth facilitation is necessary for apprehensive consumers in this young and
growing segment
7 key forces that restrict a
market from realizing its
potential
5 customer adoption forces
affecting new market
penetration
1. Feel the need
2. Observation
3. Buying Decision
4. Mitigate Risk
5. Trail-ability
Target
Customer
adoption
1. Lack of awareness
2. Lacks desired performance
3. Consumers lack skills to use
4. Insufficient infrastructure
5. Unaffordable
6. Unrecognized need
7. Unavailability
Source: Market Based Management
11. Multifaceted digital strategy to be integrated across departments
Our strategic plan will create tactical touch points to build extensive customer profiles and use robust
monitoring, analytics, and data to facilitate decision making
Offline/In
Store
Community
building
Mobile
Direct digital
Paid
placement
Branded web
properties
Marketing
Public relations
In store
management
Buying
Visual
merchandising
IT/Agency
Lifetime
Customer
StrategyResult Department
High
awareness
12. Community Building - Maneuver digital awareness of M&S to a top consideration
for MENA retail shoppers
Tactical examples and tools used include:
Visual Content
Blogger/Magazine Outreach
Article Marketing
Social Media channels
Link building
44% of users are more likely to engage with
brands if they post pictures
Tactically position community
building to effect
• ‘Free’ and Paid Social Media
• Search Engine Optimization
• eCommerce conversions
by creating third party vetted and
internally developed awareness,
trust, and conversions
Source: ROI Research
13. Paid Placement - Expand our market share with observable brand placements
to create measureable, predictable, and instant awareness
Tactical examples and tools
used:
Ad Words
Mobile Ad networks
Ad Sense display ads
Social promoted stories
Social display ads
14. Enhanced with QR codeStandard magazine Ad
Offline/In-store - Create the strongest interconnected experiences bring
customers closer to our brand and ultimately a buying decision
Tactical examples and tools:
In-store item pick up
VR/Augmented Reality
Unique Campaign Landing Pages
Coupons or check-in offers
On-site Interactivity
Mobile ‘gamification’
Source: http://pushsci.com/2011/10/01/mobile-what-not-to-measure/#.UPKGkaHF00w
Drives Information
Capture and
mCommerce
Opportunities
Mobile is estimated to
influence $230 Billion of
total brick & mortar and
online sales
15. Tactical examples and tools used:
Internal fashion blog
Live customer chat
Live customer phone support
Customer feedback section
On-site & off-site search engine optimization
Multi-fulfillment option shopping cart
Couponing
Customer capture
Community management
Mass media integration
Source:http://www.emarketer.com/Article.aspx?R=1009585
Branded Web Properties - Develop to a MENA online market share player
maximizing reach, customer service, and sales
The highest response measured at
48% of online shoppers said they
trusted brand websites over all other
forms of digital media.
Our site goals:
High performing
Customer friendly
Encourages trialability
16. Tactical examples and tools used:
Social media promotions
Mobile applications
Mobile notifications
Text messaging
Email marketing
Direct Digital - Improve retention and increase repeat purchases for customers of
Marks & Spencer
Can be used in
conjunction with
Seasonal, Product
Releases &
Anniversaries
Source:https://www.emarketer.com/Coverage/Email.aspx
67% of CMO's still rated
email the most successful
digital marketing tactic
17. E-Commerce financial projections show promising new revenue stream from our
immediately addressable market
Year 1 Year 2 Year 3 Year 4 Year 5
Traffic Needed @ 1% 117,935 130,908 145,307 161,291 179,033
Total Transactions 1179 1309 1453 1613 1790
Average Net Checkout $230 $230 $230 $230 $230
Sales Revenues $271,250 $301,088 $334,207 $370,970 $411,777
$0
$50,000
$100,000
$150,000
$200,000
$250,000
$300,000
$350,000
$400,000
$450,000
Year 1 Year 2 Year 3 Year 4 Year 5
eCommerce Sales Revenues
18. Fixed Costs
Database Programmer $ 4,632.15
Front-End Developer $ 4,087.19
Community Manager $ 3,269.75
Advanced Analytics $ 2,043.60
ME Audience Tool $ 2,043.60
Hosting $ 190.74
Variable Costs
Paid Ad Spend $ 4,904.63
Graphic Design $ 2,452.32
Mobile App Development $ 2,179.84
Campaign Related Mobile/Web/Email dev $ 2,997.28
Monthly cost $ 28,801.09
Annual cost $ 345,613.08
The right mix of fixed and variable costs will determine break even and payback
periods
$0
$5,000
$10,000
$15,000
$20,000
$25,000
$30,000
$35,000
$40,000
$45,000
Series1
Series2
Source: Industry Average Pay Scale and Marketing Spend
Revenue
Fixed Costs
19. Performance will be measured using industry best practice and internally
developed metrics
Monitoring and measuring
thorough data and analytics
New customer acquisition
Customer Retention
Traffic
Database growth
Social metrics
Sales
20. • Market potential
Highly attractive market with growing demand
• Identifying Opportunities through SWOT analysis
Market forces will provide signals to convert customers
• Develop digital strategy to capitalize
Create awareness and facilitate new revenues
• Costing and Projections
Invest to grow our market share
• Performance Measurement
Development measurement to gauge effectiveness
To recap - here is how we will sell the strategy to management and M&S UK
21. Digital strategy will roll out to compliment 2013 regional store openings
Reach
▪ Internal team ▪ Internal team
▪ Various stakeholders
▪ Management, M&S UK
▪ Internal team
▪ Management
▪ HR
60-90 Days
60 Days
Remaining of 2013
▪ Budget released
▪ Performance standardsResources
required
Desired
outcome
▪ Leverage previous M&S best
practices in new strategy
▪ Introduction of M&S digital campaign
to MENA market
▪ Build strong audience profile
▪ Talent acquisition
Focus
▪ Internal data review
▪ Determine benchmarks
▪ Set performance goals
▪ Complete handover of existing tactical
campaigns
▪ Develop tactical campaigns in-line with
2013 store openings and agreed goals
▪ Capture local data (Ipsos, Nielsen)
▪ Begin sourcing process
▪ Obtain management sign off on strategy
Prelaunch
Roll out
Stabilization
2
1
▪ Strategy sessions
▪ Personnel plan
▪ Digital team
22. Mobile commerce (m-Commerce) is estimated to grow globally to $31 Billion by 2016
Social commerce expected to reach $30 billion in the next 5 years
Source: http://money.cnn.com/gallery/magazines/fortune/2013/01/10/2013-social-networks.fortune/5.html http://www.strangeloopnetworks.com/resources/infographics/mobile-
infographics/the-growth-of-mobile-commerce/
Position our workplace, team, and brand as the most forward thinking and
innovative retailer in the MENA region
25. Snapshot of internal key strength and growth areas – SWOT (1/2)
Development of a
highly engaged target
audience through our
strategic digital plan
will strengthen our
competitive
advantage in the
market
Strengths
Committed and
knowledgeable executive
team
Extensive experience
launching digital platforms
Dedicated budget
Aggressive growth plans
Known and trusted brand
to create easier digital
conversions
Weaknesses
ᵪ Limited digital properties in
nascent stages
ᵪ Lack of dedicated digital
team
ᵪ Absence of existing
benchmarks for measuring
success
ᵪ Lack of advanced data and
analytics
26. Snapshot Improving our digital competitive position through creating more
value
Superior
Technology
Superior
Offering,
Branding &
Positioning
Superior
Operations
Superior
Target
Superior
Customer
Superior
Access
Superior
Inputs
Superior
Collabora-
tors
Superior
Data &
Insights
Integrated
eCommerce
72% of existing
product mix is driven
by highly sought
female demographic Strong & customer
focused MENA
distribution
Apply M&S
Customer Values to
our digital channels
Best in Class CRM
&
Analytics
27. Snapshot of external key strength and growth areas – SWOT (2/2)
Category
attractiveness is
high; we must
remain aware of
new entrances,
market trends and
voice of customer
Opportunities
Internet and mobile internet
penetration increasing in
MENA at exponential rate
B2C ecommerce to grow by
35% through 2015
In store & offline activation
through CRM and integrated
profiles
Emerging ‘MENA fashion’
community
mCommerce & social
commerce
Threats
ᵪ Global entrants into MENA
ecommerce opportunity
ᵪ Absence of familiarity with
online shopping
ᵪ Weak payment providers
ᵪ Lack of trust in MENA
ecommerce (aftercare
services)
ᵪ Customer hesitation with
online payment due to safety
concerns
28. Value is destroyed through substitutions, obsolescence and new entrants
Power of Buyers
HIGH
Substitution &
Technological
Obsolescence
HIGH
Threat of new
entrants
HIGH
Competitive rivalry
HIGH
Power of Suppliers
LOW
Attractiveness of
MENA ecommerce
opportunity will create
extensive new
competition
Consumer preferences
are shifting, but at
what rate? Will online
ever overtake the
shopping mall in
MENA?
• Compliment in-store
purchases while still
driving revenue
• Competition is
entering
29. http://searchenginewatch.com/article/2232614/10-Reasons-Why-Public-Relations-is-a-Must-do-for-SEO-in-2013
The latest Google changes have put a real
emphasis on high quality, unique content that is
linked to by quality sites.
"The future of SEO is not in the technology, it’s
in the ability to tell stories that readers and
Google will find interesting… and that’s public
relations.”
“Authentic and relevant link building, aimed at
driving engagement, informing publics and
building mutually beneficial relationships
should be a part of every public relations and
SEO effort,"
Public Relations Society of America (PRSA)
Promotions will provide tremendous ROI
effecting; social media, SEO, SEM, written &
visual content, and eCommerce to drive
conversions
Online fashion community deep dive
30. http://www.forbes.com/sites/chrisperry/2012/01/23/why-every-cmo-should-celebrate-cmad/
Social Media Tactical Deep Dive
Community Management Strategy/ Investor in
Customer Relationships
1. Channels informed based on community
insights
2. Outreach and involvement w/ active and
influential members of community?
3. Is your content in line with known market needs
and expressed community interests
4. Community building online and in-person
participation in major events
5. Actively design and manage it as customer
insight and service outpost
Pinterest is 4 largest generator of traffic and offers affiliate links – revenue generation -
the act of pinning can signal buying “intent.”
31. Paid visual content will provide us with awareness for potential brand followers to
connect with our brand in a meaningful way
http://www.slideshare.net/TheOnlineProj/how-much-does-a-facebook-fan-cost-in-the-arab-world-15809461
Social Media Tactical Deep Dive
Paid Social Strategy
December 2012, 44 million Arabs are
using Facebook. Nielsen predicts fb
reaches its intended audience 90-95% of
the time compared to 35% on average
Qatar has the highest average cost per fb
fan, while Eqypt has the lowest average
cost.
Fashion industry has one of the higher
average costs per fan compare to most
major industries
32. SEO & Content Strategy Development
14 APPROACHES TO CONTENT
1. Research important questions.
2. List good / bad examples.
3. Passionately tell a story.
4. Highlight recent trends.
5. Survey best practices.
6. Compile proven tips.
7. Point out a problem.
8. Recognize who.
9. List what.
10. Warn when.
11. Show where.
12. Debate why.
13. Demonstrate how.
14. State the so what?
33. Paid digital placement (ex. banner ads & ad words) will provide instant awareness, strong
analytics and a highly measurable marketing spend
Tactical examples and tools include Ad Words, Mobile Ad networks, Ad Sense display ads,
social promoted stories and social display ads
34. Integrating digital components to real world and offline (In-store, ATL/Mass Market
campaigns) will increase the all campaign effectiveness, maximizing return on investment
Many people prefer using their mobile devices for shopping even while at home... mobile
isn’t just about ‘on-the-go’ convenience when it comes to shopping
63% of consumers expect more mobile
shopping experiences in the next two
years
72% use a smartphone to locate a store
66% use a smartphone to look
up/compare pricing
According to one study, 92% of mobile
video viewers also share videos with
others.
http://www.mediapost.com/publications/article/190447/consumers-want-mobile-enhanced-retail.html#ixzz2HqfH2zvV
http://www.emarketer.com/Article/Nearly-All-Mobile-Video-Viewers-Mobile-Video-Sharers/1009586
35. Brand websites are the content online shoppers trust most
Live chat can
boost conversion
rates 10-20%
92% of companies
who blog multiple
times per day
have acquired a
customer from
their blog.
On-site
testimonials have
been shown to
improve
conversion rate by
34%.
http://www.emarketer.com/Article.aspx?R=1009585 http://conversionxl.com/53-ways-to-increase-conversion-rate/
Speed and usability, 400 milliseconds could mean a 5-9% increase in visitor
retention for your business.
36. Proper placement and awareness is vital in the vast expanse of the internet
http://www.slideshare.net/HubSpot/the-state-of-seo-and-internet-marketing-in-2012
3 billion searches
per day in Google
75% + of all clicks go
to organic results
not paid ads
More than 50% of
search queries have
no ads at all
Google bought Twitter’s data and pulls Facebook ‘s API, social
signals are a much bigger part of the Google algorithm
37. Email marketing is still the most effective direct digital marketing tactic
Tactical Deployment Practices
Build and segment your
contact list for better results
Craft strategic content and
offers that increase your
response rates
Leverage your email content
across multiple marketing
channels
Measure of email marketing success is vital not only to understand e-Commerce but also
offline effectiveness. Email marketing is a great tool to drive more in-store conversions
and tracking this is important