A CUSTOMER CENTRIC DIGITAL

TRANSFORMATION

PRESENTED BY: JASON GREENWOOD

ONLINE RETAILER NZ # ORNZ17

INSIGHTS INTO

CREATING AN AGILE & SCALABLE

BUSINESS.

ONLINE RETAILER NZ # ORNZ17JASON GREENWOOD — WWW.THECOALFACE.SOCIAL

“Technology doesn’t replace strategy, it supports it… “

• SAAS SOFTWARE IS EATING EVERYTHING ELSE

• ONBOARDING NEW CHANNELS MUST BE FAST & EASY

• CENTRALLY ENRICHED PRODUCT DATA

• MUST HAVE FULFILLMENT AGILITY (3PL, DS, C&C)

BUILDING 1-1 CUSTOMER

RELATIONSHIPS.

ONLINE RETAILER NZ # ORNZ17JASON GREENWOOD — WWW.THECOALFACE.SOCIAL

“Don’t forget to be human… “

• LIVE CHAT BECOMING HUB OF CUSTOMER COMMS

• PRODUCT ATTRIBUTES & STRUCTURED DATA REQUIRED

• DYNAMIC SEGMENTATION THAT SCALES

• CRM & SYSTEMS INTEGRATIONS (CHAT, PHONE ETC)

CROSS BORDER

TRADE.

ONLINE RETAILER NZ # ORNZ17JASON GREENWOOD — WWW.THECOALFACE.SOCIAL

“Act locally, think globally… “

• PAYMENT METHOD SUPPORT

• BE WHEREVER YOUR CUSTOMERS ARE

• MARKETPLACES ARE CRUCIAL

• DO YOUR HOMEWORK & MONITOR

5 TOP

TIPS.

ONLINE RETAILER NZ # ORNZ17JASON GREENWOOD — WWW.THECOALFACE.SOCIAL

“Never stop learning… “

• SEEK SAAS FIRST FOR PLATFORMS

• IDENTIFY AREAS OF CONSTRAINT & ELIMINATE

• BUILD TEAM BEFORE TECHNOLOGY

• CONSIDER THE CUSTOMER JOURNEY IN EVERYTHING

• START CREATING CONTENT NOW

Q&A.

ONLINE RETAILER NZ # ORNZ17JASON GREENWOOD — WWW.THECOALFACE.SOCIAL

GET IN TOUCH WITH JASON VIA: