By Martin Aubut & Nicolas Castoriadis

ECOMMERCEHigh Growth from Total Customer Experience

…May be in your business digital acceleration master plan…

for the Group’s online initiatives

A UNIQUE OPPORTUNITYL’Oréal Canada Digital Transformation:

50%Personalized consumer relationships

100%Digital love brands

20%Ecommerce

$6bn | SALES

1bn | CONSUMERS

28 | BRANDS

20% online sales

E-Business – 4 YEARS D2C Universe 2015

Extensive Distribution

Selective Distribution

10 brands, 12 sites

Selective Retail PROJECTION CA-CONSO

E-Business PROJECTION (000)Selective Retail model

WOB

GROWTH 59% 37% 46% 26%51% 26%78%

2011 2012 2013 2014 2015 2016 2017 2018 2019 20200

20,000

40,000

60,000

80,000

100,000

120,000

E-Retailer ACD E-Retailer Luxe Vichy Kerastase Urban Decay Clarisonic Shu Uemura Kiehl's Biotherm Lancome

7% 10% 13% 16%5% 20%3%

1806 CAGR %

153 CAGR %

101,4

1,5%%

SOA, Scalable, Fast Deployment, Efficient Cost

1-ENABLER / FAST GROWTH

Front/Back End Code (Modifiable)

Demandware Platform (Cannot be Modified)

Integration Code (Can be Pre-Built/Modified LINK Partner Cartridges or Custom Built Cartridges

Platform APIs (Modifiable)

90%Common

Code

10%Brand

specific code

Integration 100% common

Web Services Scheduled Jobs

SFTP Services XML Import/Datafeed

DemandWare

bc_

ap

ibc_

veri

sign

ac_

cybers

ourc

e Cyber Source

Affiliated Marketing

BazaarVoice

Certona

Biztalk SAP

Mercent

DOTS

Cabestan

Giftango

Pla

tform

AP

Is

Interfacing Systems

Data

In

teg

rati

on

S

erv

ices

Core

Com

pon

en

tsD

em

an

dw

ar

e S

erv

ice

AP

I

Data

S

tore

Core Business Logic (Pipelines and Scripts)

Product APICatalogue API

Info

rmati

on

Layer

Pro

cess,

Serv

ices a

nd

In

teg

rati

on

Layer

Pre

sen

tati

on

Layer

Support_Order_Watcher

Customers API

All Other API’s

Bu

sin

es

s L

ayer

Coremetrics

Daily Makeover

Call Center

ISML JS CSS

On

lin

e

Web Services Scheduled Jobs

SFTP Services XML Import/Datafeed

Demandware

bc_

ap

ibc_

veri

sign

ac_

cybers

ourc

e CyberSource

Affiliated Marketing

BazaarVoice

Certona

Biztalk SAP

Mercent

DOTS

Cabestan

Giftango

Pla

tform

AP

Is

Interfacing Systems

Data

In

teg

rati

on

S

erv

ices

Core

C

om

pon

en

tsD

em

an

dw

ar

e S

erv

ice

AP

I

Bio

ther

mD

ata

S

tore

Common L’Oréal Functionality

Core Business Logic (Pipelines and Scripts)

Product APICatalogue API

ISML JS CSS

Info

rmati

on

Layer

Pro

cess,

Serv

ices a

nd

In

teg

rati

on

Layer

Pre

sen

tati

on

Layer

Support_Order_Watcher

Customers API

All Other API’s

Bu

sin

ess

Layer

Coremetrics

Daily Makeover

Call Center

Bra

nd

s

ISML JS CSS

OCAPI

D2CRetailers.caPure PlayersNew ModelRetailersDevice agnostic (Mobile)

Customers Centric Anonymous, KnownSegmentBuyersAdvocate

SEM vs SEOVideo, Display, SearchCPC, CTR, CPAA/B testReporting

Community mngAlways on MediaDevelop: Twitter, Pin, YouTube FB : Graph Search (Tbc)

Bloggers & influencers Earned media SEO Content Hub UGC Engagement Responsiveness

Total Consumers Experience

L ' O R É A L C A N A D ASource: GMA/IRI/BCG/Google - online grocery survey, April 2014.Note

L’Oreal Digital 50% Direct

TOTAL CUSTOMER EXPERIENCE

The Re-invention of

Bridge

VIDEO - Vision

d

CRM : Total Customer Experience

Play

Depuis 1851• A base de produit Naturel• Expérience client totale

CRM 3.0 = Personalization

2-ENABLER / CRM

- Data: C,P,O + Rich + Cookies- Reporting: Advanced Data- CRM: 360

DMP/DSP

CRMSFDC

Turbine

Google Analytics

CRMLite

Reporting

RT

Social Graphs

Coupons

DiagnosticSurvey

Reviews

Rich Data

Service Cloud CCCCCC

Data Warehouse

Retail

CounterRetail

E-Com LuxACD

CPDPPD

Web

PI

Data Quality

100% Love Brand : CRM 3.0 = Personalization

3-ENABLER / CONTENT

BRAND SITE POSITION

• Authentic brand experience

• Top personalized experience

• Balance brand and commerce

• Responsive & adaptive

• Exclusive personalized content & offers 45%

Mobile Traffic

25%Revenues

80%Growth Revenues

L’Oreal Digital 50% Direct

ECOMMERCE PERFORMANCE

Building on a strong platform, with the right partners within agility to keep dreaming

MAXIMIZE THE AGILITY OF YOUR ECOMMERCE

IMPLEMENTATION WITH THE DEMANDWARE PLATFORM.

A/B Testing - June 2014OSF DUAL HOMEPAGE FOR SHU UEMURA US

A

B

CUSTOM APPLICATIO

NS & SOLUTIONS

CARTRIDGE & 3rd PARTY INTEGRATIONS

LOYALTY PROGRAMS

A/B TESTING

CUSTOMER GROUPS

…May be in your business digital acceleration master plan…

THANK YOUNICOLAS CASTORIADISAssociate Director, OSF Global Services

MARTIN AUBUTDirector E-business Interactive Marketing, L’Oréal Canada