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
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
Notes de l'éditeur
60% own shops
40% franchise
Growth strategy
based on:
Proximity
Price/quality
Big catalog
Simple & efficient
Geen keuze
Digitale concurente (amazon in DE)
Vragen van klanten
Kans om te groeien
New online competitors Omni-channel is the critical driver for growth
Market share of Brick-and-Mortar under pressure
Amazon – biggest DIY in GE
Bol.com enters DIY market
Customers are increasingly buying online and expect fast delivery
"The value of merchandise ordered via same-day delivery is expected to exceed $4 billion by 2018, whereas it was only $100 million in 2014. Pacesetter Amazon Prime now offers two-hour delivery for consumers in 27 US markets.“ (Bain & Co.)
Product range
+ ready to pay
The marketplace is a business model that defines a company as a big supplier of a product of service without that company having the good or the service. It only facilitates the platform where people interact with each other.
The marketplace business generates revenu by taking a percentage of any transaction between people on their platform
Examples:
Ebay, amazon, bol.com, alibaba…
Assortment
Number of products
Number of attributes =>
special team,
special tool (GS1, EZ-Base,…)
Product not in store
Other pricing convention
Logistic
DC or not DC
Home delivery, S2S
Last mile partner
Track & trace
Vendor
Piece picking
Cut-off time
Return proces
Inetgartion with last mile partner
Shops
Financial proces (franchise)
Return
Unknow products
Other customers => they know more about the product that the sales pepople
Customer service
Number of calls/mails
Open hours
Product knowledge ???
Finance
Franchise
Return en reimbursement
Marketing
From paper to digital
Livecycle of a digital message is must shorter than paper
Differrent type of customer
40% women
Start with us
From product centric to customer centric
Assortment
Number of products
Number of attributes =>
special team,
special tool (GS1, EZ-Base,…)
Product not in store
Other pricing convention
Logistic
DC or not DC
Home delivery, S2S
Last mile partner
Track & trace
Vendor
Piece picking
Cut-off time
Return proces
Inetgartion with last mile partner
Shops
Financial proces (franchise)
Return
Unknow products
Other customers => they know more about the product that the sales pepople
Customer service
Number of calls/mails
Open hours
Product knowledge ???
Finance
Franchise
Return en reimbursement
Marketing
From paper to digital
Livecycle of a digital message is must shorter than paper
Differrent type of customer
40% women
Start with us
From product centric to customer centric
IT
New tools (HYBRIS, AEM)
24/7
Infrastructure
Monitoring & support
Business monitoring
Dashboard & KPI
IT
New tools (HYBRIS, AEM)
24/7
Infrastructure
Monitoring & support
Business monitoring
Dashboard & KPI
Sharing
fromDIY to Do It For Me
Tot zo ver mijn inleiding
… hoog tijd om ons te laten inspireren door enkele praktische cases
Ik geef nu het woord aan Marc Henkens, e-commerce manager bij HUBO.
Hij zal ons meer vertellen over de overgaan van een fysieke DIY retailer naar een omnichannel DIY retailer
Bedankt Marc voor deze interessante toelichting!
Dan geef ik nu het woord aan Pieter Van Leugenhagen, co-fonder van Yondr, een media start-up dat 360 VR filmpjes. Pieter zal ons vertellen wat Virtual Reality kan betekenen voor organisaties in verschillende sectoren.
Bedankt Pieter.
Ik ben verheugd om Stijn Melis van Niko aan het woord te laten. Hij zal ons meer vertellen over de digitale transformatie binnen de wereld van elektrische schakelaars. Let’s switch to smart!
Bedankt Stijn, dan stel ik voor om nu even te pauzeren.
Er is koffie en een kleine versnapering voorzien.
Ik verwacht jullie terug om 16u stipt voor het tweede deel.
Allen, nu laat ik graag Paul Daneels, CIO van VDAB, aan het woord. Paul is meermaals verkozen tot Europees CIO van het jaar.
Hij zal ons meer vertellen over digitale disruptie in de publieke sector.
Hartelijk dank Paul voor deze boeiende toelichting.
We zijn toe aan onze laatste en bevlogen spreker. Tom De Ruyck, partner bij onderzoeksbureau Insites Consulting, vertelt ons meer over customer centric innovatie in de huidige tsunami of change.