1.
BECOMING
AN
OMNICHANNEL
DIY
RETAILER

2.
Belgium company
since 1992:
• 141 Shops
• 550M Turn over
• 150,000 SKU

3.
OUR STRATEGY
7 km

4.
OMNICHANNEL @ ?
New online
COMPETITORS
Digital
CUSTOMERS
Growth
MARKET

5.
Buying online for DIY shoppers
Research among n=1.003 DIY shoppers
WHAT DOES THE CUSTOMER WANT
NOT A MUST
WEIGHT andVOLUME
of purchased DIY products
drive choice for home delivery
(even at cost)

6.
NOTA MUST
Buying online for DIY shoppers
Research among n=1.003 DIY shoppers
WHAT DOES THE CUSTOMER WANT
WHAT MATTERS MOST IS CONTROL

7.
Buying online for DIY shoppers
WHAT DOES THE CUSTOMER WANT
Full in-store range
and more!
Choice of delivery
frame (ay and time)
CONTROL of online DIY purchase drives
customer satisfaction
=
All in-one delivery
of a DIY job

8.
… much more than a WEBSHOP
OMNICHANNEL

9.
Supplier Buyer
Click-and-collect
Home delivery
Ship-to-store
It’s a new BUSINESS MODEL

10.
Assortment
Logistic
Finance
Marketing Shops
Vendor
Customer
service
BUSINESS IMPACT

11.
Assortment
Logistic
Finance
Marketing Shops
Vendor
Customer
service
BUSINESS IMPACT

12.
IT
Business
Monitoring
BUSINESS IMPACT: 24/7 support & monitoring
Assortme
nt
Logistic
Finance
Marketin
g
Shops
Vendor
Custome
r service

13.
BUSINESS IMPACT: 24/7 support & monitoring

14.
… is this it?
Ruben Ruth
ZAAG
Sharing economy?
From DIY to DIFM?

15.
THANKS FOR LISTENING!
QUESTIONS?
Marc Henkens

16.
Becoming an omnichannel DIY retailer
(Marc Henkens, E-commerce manager HUBO)
The opportunities of Virtual Reality
(PieterVan Leugenhagen, Co-founderYondr)
Switch to smart
(Stijn Melis, Sr. Product Manager NIKO)
Break
Digital disruption in the public sector
(Paul Danneels, CIOVDAB)
Survive the tsunami of change
(Tom De Ruyck, Partner Insites consulting)
Reception & digital hall
14:15
14:40
15:05
16:00
16:30
17:00