customer journey at farfetch - conferencia apcc · 2016-11-15 · customer journey at farfetch...
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CUSTOMER JOURNEY AT FARFETCH
André LeitãoHead of Global Workforce Management
Lisbon, May, 2016
125K items from 2000
brands400 of the
world’s best fashion
retailers
750,000 customers from 197 countries
400 BOUTIQUES. 1 ADDRESS.
OUR BUSINESS MODEL &CUSTOMER JOURNEY AT FARFETCH
BOUTIQUE
PRODUCTION
OUR BUSINESS MODEL
BOUTIQUE
PRODUCTION
FARFETCH.COM
OUR BUSINESS MODEL
PRODUCTION CUSTOMER
CUSTOMER JOURNEY AT FARFETCH
BOUTIQUE FARFETCH.COM
PRODUCTION CUSTOMER
FARFETCH
CUSTOMER JOURNEY AT FARFETCH
BOUTIQUE FARFETCH.COM
PRODUCTION CUSTOMER
FARFETCH
BOUTIQUE
PRODUCT
CUSTOMER JOURNEY AT FARFETCH
BOUTIQUE FARFETCH.COM
PRODUCTION CUSTOMER
FARFETCH
BOUTIQUE
PRODUCT
CUSTOMER JOURNEY AT FARFETCH
BOUTIQUE FARFETCH.COM
Boutiques In 37 countries
Customers In 184 countries
Cross border orders 85%
2015 in Numbers
2015 in Numbers
Monthly Visits 9,5M
AOV $600
Growth 71%
$
$100
$200
$300
$400
$500
$600
2011 2012 2013 2014 2015
Mill
ions
GMV
0
100
200
300
400
500
600
700
800
2011 2012 2013 2014 2015
Thou
sand
s
ACTIVE CUSTOMERS
278%
105% 65%115%
356%
72% 83%
YOY GROWTH, %
GMV - total value of merchandise sold over a given period of time
2015 in Numbers
2015 in NumbersFarfetch Heatmap
2015 in Numbers
Contacts 2,9M
Contact Reasons:Product, Orders, Delivery, Post-Delivery, Farfetch Services
Discover App
Customer places an order on farfetch
Boutique sends order to customers’ local boutique
Customer collects order from local boutique
Click & Collect
Los AngelesNew YorkMiamiLondonParisMadridBarcelonaMilanRome
Same Day Delivery
Luxury Fashion Market in 2014
Global Market 251$bn
Online Penetration 6,6%
Online Market 16,6$bn
Global Market 400$bn
Online Penetration 15%
Online Market 60$bn
Luxury Fashion Market in 2019
People
Challenges
Growth
Quality vs Efficiency
Service Excellence
Our visionWhat
Revolutionise the way the world shops for luxury fashion
WhyMake luxury fashion more exciting, creative and diverse
To becomeLuxury fashion’s global omnichannel platform
Thank [email protected]