how to maximize your sales by enhancing your customer experience
DESCRIPTION
PackshotCreator solutions allow companies to create in-house pictures and 360° animations in just a few clicks of all their products. These profesionnal quality pictures and animations can then be used both for internal and external communication. For more information visit out website: http://www.packshot-creator.comTRANSCRIPT
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How to maximize your sales by enhancing your customer experience
Sales Performance ConferenceSeptember 17th and 18th 2009
Audrey MartinBusiness Development Manager
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Innovative strategies to reduce costs
E-commerce and visual communication to boost ROI
Best practices through case studies
Table of contents
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During an economic downturn…
Innovation impacts on cost-efficiency and sales
"A process innovation is the implementation of a new or significantly improved production or delivery method. This includes significant changes in techniques, equipment and/or soft". Source: OECD Oslo Manual
Necessity to cut costs and stop revenue decline
1. Innovative strategies to reduce costs
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A majority of executives consider that innovation is critical
Source: Saugatuck Technology Inc. and BusinessWeek Research Services C-Team Study (2006)
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Drivers of innovation
Source: Capgemini “Innovation Leader or Laggard?” (2009)
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• Customers become belligerent. Customers are increasingly intolerant of poor experiences and share their dissatisfaction.
• Products and price are commodities. Customer experience and process innovation are the new differentiators.
E-commerce benefits in terms of costs and sales
2. E-commerce and visual communication to boost sales
Innovation must be customer-oriented
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Source: Peppers ans Rogers Group and SAS (2008)
Customer experience maturity leads to competitive advantage
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Customers with good experiences consider purchasing more
Correlation between high customer experience index andwillingness to purchase again from the same provider
Source: Forrester Research (2009)
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But they don’t see uniqueness today
Source: Allurent/Endeca (2008)
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How to differentiate online?
Product presentation is key to purchase decision
New ways of improving online customer experience
- Rich Media- Web 2.0- Interactivity- Social networking
Source: Nielsen Online “Mystery Shopping Surveys” (2008)
- Pleasant colors- A user-friendly design and structure- Good quality pictures
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Source: Adobe Scene7 Survey (2009)
Most effective product presentations
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Source: Adobe Scene7 Survey (2009)
Planned and deployed strategies
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Décathlon Case
Issue: Enlargement of the product communication scope
Results: - +25% product photos at zero cost- Contributes to notably enrich the company’s database- Improve the product visibility at the point of sale
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OneDirect Case
Issue: Overhaul of its e-commerce website and catalogues
Results: - +27% turnover in December of 2008- Allowed the production of 360° animations in-house- Release of new printed catalogues on a more regular basis
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Issue: Optimization of specific product communication processes
Cisowianka Case
Results: - PackshotCreator = Press relations/retailers demos/Web
uses - Standardized product communication
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Thank you for your attention