Presentation slides from the Deloitte Case Competition from the Summer Institute for Emerging Managers and Leaders 2016. University of California, Riverside.

1. Young Professionals
Kevin Lee, Robert Lopez, Hilary Mokaya, Scotty Scrivens, Jeffrey Simmons and
Meghan Sowersby.

2. The Problem
Stagnant growth and decreasing profitability
Acquisition, retention and loyalty challenges

4. The Lifecycle
of a Customer

5. An Exceptional Retailer Provides...
Easy access to company
Quality and trustworthy warranty and
return policies
Detailed product description(s)
Dependable customer service
Rewarding loyalty programs

6. Key Trends
Successful in attracting and
acquiring customers
Post purchase services has
room for improvement
Averages of AtoZ’s rankings (0-5/Strong-Weak)
Category Average
Customer Attraction 1.6 (Strong)
Customer Acquisition 2.6 (Average)
Post-purchase services 2.8 (Average)
Loyalty efforts 4.75 (Weak)

7. How the Client Can Improve
(Operational Effectiveness)
Customer Relationship Management
$17K - training and maintenance; $6,500 annual costs
Personalized ads & follow-ups
Loyalty Programs (% of the budget)
10% - Store credit on purchases
20% - Allocated by AtoZ towards program

8. How the Client Can Improve (Continued…)
Customer Service
Chatbot - $99/yr
Personal customer service representative
Shipping
Local warehouses
Return Policy
Free shipping on returns
No need to send item & No questions asked

9. Recommendations (Strategic Positioning)
Customer Relationship Management (CRM):
● Collects customer data
● Engage the customers
● Combine all elements of the marketing strategy

10. Merger/Acquisition
Competitor 2 is potential merger /acquisition company
Leverage its weaknesses and continue excelling in areas that it is doing well
Challenges such as cultural differences this would require strong leadership

11. Internet of Things:
Machines or objects outfitted with data-collecting technologies so that those objects can
communicate with one another.
Associate products with innovation creates customer loyalty.

12. The key should be to know your
customers, create value, and provide
satisfaction.

13. Thank You!