xeta safeshops inspiratiebus presentatie
TRANSCRIPT
A changing world
“Uber, the world’s largest taxi company, owns no vehicles. Facebook, the world’s most popular media owner, creates no content. Alibaba, the most valuable retailer, has no inventory. And Airbnb, the world’s largest accommodation provider, owns no real estate. ”
80% of CEO’s believe their brand provides a superior customer experience.
8% of their customers agree.(Bain & Company)
The right company culture
The right people with the right skills on the right place
The right processes
CX CULTURE
• 123 years of retail experience• Fashion accessories & Creative haberdashery• 120 Bricks & mortar shops• BELGIUM – LUX & GERMANY
10 Commandments for Customer Centric (R)etailing 1. Know your customer2. Automate customer engagements3. Personalize the customer experience at every
channel4. Empower sales associates and improve the store
experience5. Surrender to self-service6. Embrace online communities, social media, and
customer-to-customer relationships7. Listen to and Nurture thy best customers8. Adapt branding to customer segments9. Integrate systems, channels, supply chain, and 10.Join the ‘3rd’ Screen revolution
It’s a Culture Change… It’s not only about Digital… Better understand and target your
(potential) Customers. Listen to your Customers . Better understand and improve Business
processes . Every interaction is a Touchpoint. Bridge all touchpoints.
Conclusion
ThanksE: [email protected]: 0473 54 10 65 T: ballysven