ASW Dare Strategy Green Group

Different

Strong Branding Customer insight of who you are Understand Position in Market & Competition Consistent delivery

Product & Service Differentiation GOBE Added content & merchandising solution Celebrity / Expert endorsement Exceeding customer expectations across all channels with a unified tone of voice Policy Local store & stock information

2

Anywhere

Network Expansion Opportunity to increase your network via additional collection outlets Exploit all retail channels (eCom, stores, telephone, shopping channel, direct to home) Expand your brand into other markets (international) Additional locations (Vending machines, pop-up shop)

Digital Presence Relevant content focused on your customers Need driven solutions Bring the digital presence into store Use digital interaction to continue the customer experience

Mobile Multiple use of the platform;

Research on the mobile and buy in-store Buy on mobile Role of social media, opportunity for social retail & value in influencers Ensure mobile is fully considered at design stage… mobile first

eCommerce Ensure the whole business is fully engaged; store teams, buying & supply chain teams Ease of purchase 24/7 support and continuous UX improvement Personalisation of merchandising

3

Relationship Build membership & Loyalty

It’s more than just email, the role of service and benefit in driving loyalty Reward loyalty, give something back that they remember you buy Educate the store teams on the benefits of building membership Ease of registration, prevent reasons to say no!

Customer Analytics

Examples of analysis to drive engagement – PR within internal team Position the results clearly Needs to be actionable Providing Directors with useful soundbites – digestible, keep it simple

Big Data capability

Mystery shop across channels Asking our customers about their personal experience Linking online and offline journeys Use third party data as well

Customer Service Recognise the importance of having a clear owner within the business Don’t underestimate the value of giving the customer a little bonus Every customer touchpoint impacts on your perception it’s Link our customer information with our customer service team Channel and situation appropriate Leverage the human element of being a high street retailer Measurement and reward of great service is important

4

Experience

Store Concept Demonstrate the improvement in the stores performance Deliver a concept that doesn’t exclude your customers Use the information available to inform the decision making for a new concept – but it cannot paralyse the process & innovation

Digital & experiential marketing Use experiential activity to enhance the overall experience Competitions and gamification Colleague and customer inclusion, share the expertise Personalisation of products through photos, messaging

CSR Give customers the opportunity to influence good causes to support. Ensure your partner reflects your brand values. Opportunity for localisation of support Include your suppliers to maximise the benefit. Integrate CSR into the CXM programme Communicate the activity you’re doing to our customers.

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MRD Italy, Switzerland, Hungary, Romania

Different

7

Different

Brand strengths Beauty Advisors French Heritage Loyalty Program Service Trend Setting / Inspiration Brand

Product & Services

Exclusives (IOMA) Own Brand Organic Cosmetics Institute Assortment

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Anywhere

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Anywhere

Network Expansions M5 Refits > appreciated by the customers Digital Code with Window stickers Pop up stores Pick up lockers

Digital Presence iPad instore Virtual Store Beauty Code Social Media Presence

Mobile App > understanding,

what the customer really wants, Loyalty card Responsive website > vs adaptive > what works best for each particular BU eBeacons

E-Commerce Online exclusives, pre-launches, pre-orders Happy Hour Bigger online ranch VIP Early access Content Raffles

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Bra

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Relationship

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Relationship

Marketing & Loyalty

Programs

Bounce back offers

Recommend a friend

CRM

VIP exclusive shopping days

Online BA chat / call center

MLife

Customer post-service

Member Acquisitions

Member gets friends

O2O activities

Increase active rates

Frequency

Customer analytics

Supplier reports

Store reporting

Promotional effectiveness (online/instore)

Product recommendation

Key Word analysis

Store closure analysis

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Experience

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Experience

Store Concept Integrate social & digital Click and collect Testers and samples 5 senses > MRD sound & fragrance “having your own smell” Make your own fragrance Range based on insights Store segmentation

Touchpoints iPad Online BA Samples Wrapping

Different generation of customers (dig. Native)

Competition to share with your friends

Discount (student, discount on checking) More make-up sets Online BA Reviews/Ratings Samples

Digital & experimental Marketing Emotional messaging (Footprints going to the store) Create your own fragrance N vcl

CSR Bottle recycling Charity events Donation a portion of what you spent in store on Charity Encourage healthy lifestyle Flash Mob – Cancer Charity

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BLUE

Meaningful • Expertise • Engageing Experience – i.e. Blog • Content • Personalized and exciting campaigns

Identity • Mission Statement • One Team • Consistency • Segmentation • Trust and brand heritage

USP • Try Me/Bring a bottle/Sampling • Add on’s • Presentation • Exclusive products

Different

Events • Pop Up • Local Activity • Education and Theatre

Digital • Social Chanels • Apps • Search • Media Spend • Live Chat

Channels • International Delivery • Market Place • Social Shopping • Convenient/quick delivery with

memorable experience

Anywhere

Personalization • Communication • Products (engraving) • Service & recommendations

Experience • Multi Chanel • How we engage younger audience • 360 experience • Recruiting New & their journey • Re engaging customers • Build brand ambasadors

People • Customer Service training • How we use customer data • Work together - silo • Suppliers/Local initiatives

Relationship

CSR • Charity products • Day events/global volunteer day • Random acts of kindness • Bottle Recyle

Services • No quibbles refund • Events/ Try Me/Add on’s • Gifting reminders & finishing touches (i.e. gift

wrap) • Personalization • Payment methods • Convenient quick and memorable delivery

Understanding • Experts • Store segmentation • Customer research • Data collection to allow custromized and

personalized service • Web chat & ways of talking to people

Experience