staying relevant to customers in the internet...

STAYING RELEVANT TO CUSTOMERS IN THE INTERNET ECONOMY

MALINA NGAI, JP Chief Operating Officer A.S. Watson Group

2016 Revenue HK$152 billion

The largest international health & beauty retailer in Asia and Europe

Deloitte Global Power of Retailing 2017 – Rank 51

From 1 store to

13,000 stores

From 1 market to

25 markets

TECHNOLOGY AND SOCIAL MEDIA IMPACTS EVERY INDUSTRY

https://www.google.com.hk/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&ved=0ahUKEwiY6o_FzbrSAhWEG5QKHRq7D-QQjRwIBw&url=https://www.kannadigaworld.com/news/karavali/251573.html&psig=AFQjCNFjuKl5hlHtkOc37q5ojDR07_8Zag&ust=1488639706442551

http://www.google.com.hk/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&ved=0ahUKEwjrjcrmzbrSAhUBj5QKHfoZB6cQjRwIBw&url=http://blogs.icemd.com/blog-spread-knowledge/impact-of-technology-in-customer-decisions/&psig=AFQjCNFjuKl5hlHtkOc37q5ojDR07_8Zag&ust=1488639706442551

Pre-Sale Sale Post-Sale

Mobile

Online

4. Locates store

Retail

Touch points

Print / TV

6. Targeted CRM follow up

5. Trys… then Buys

1. Sees advert

Customer Journey has changed

Social

3. Checks price

2. Facebook ‘like’

7. Re-purchase

http://www.google.co.uk/imgres?imgurl=http://symphony.lotus.com/software/lotus/symphony/gallery.nsf/atom_clipArt/D06A76F82AC365B18525759600325093/$File/Icon-Computer02-Black.png&imgrefurl=http://symphony.lotus.com/software/lotus/symphony/gallery.nsf/atom_clipArt/D06A76F82AC365B18525759600325093&usg=__9887x5yXDOvk6VcpNASvEexLerk=&h=442&w=442&sz=30&hl=en&start=10&zoom=1&um=1&itbs=1&tbnid=w055HlBLWI2zlM:&tbnh=127&tbnw=127&prev=/images?q=computer+icon&um=1&hl=en&sa=X&rlz=1T4GZAZ_enGB383US383&tbs=isch:1&ei=y782TYDnGtOOcdLZ9dAB

http://www.google.co.uk/imgres?imgurl=http://www.psdgraphics.com/file/bag-icon.jpg&imgrefurl=http://loxogewu.t35.com/icon-bags.html&usg=__oJ0v1WpxuCnrnWS8R35pXkEVPFg=&h=1024&w=1280&sz=78&hl=en&start=22&zoom=1&um=1&itbs=1&tbnid=NkE4uM87JpXmVM:&tbnh=120&tbnw=150&prev=/images?q=bags+icon&start=20&um=1&hl=en&sa=N&rlz=1T4GZAZ_enGB383US383&ndsp=20&tbs=isch:1&ei=8zdITcTXMouYhQeEy8nWBA

https://www.google.com.hk/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&ved=0ahUKEwj58dn1kfnSAhUIgI8KHdnjDbMQjRwIBw&url=https://en.wikipedia.org/wiki/Smiley&psig=AFQjCNFffGdEYCdyj-EQjl44JpoXED3kbA&ust=1490788458339539

http://www.google.com.hk/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&ved=0ahUKEwiP7-2az7rSAhUGkJQKHT4bCpsQjRwIBw&url=http://protective.sherwin-williams.com/again/&psig=AFQjCNGS1OmR2sOZGQ081JIsJmdikRlvtQ&ust=1488640235605592

http://www.google.com.hk/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&ved=0ahUKEwiMgb_czrrSAhVBQJQKHQ7YBDYQjRwIBw&url=http://www.net4tech.net/2013/02/ways-you-can-sell-products-online.html&psig=AFQjCNFm5r5eYQ1_19bGCglqJGVlm2s7xw&ust=1488640111410734

http://www.google.com.hk/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&ved=0ahUKEwjc5_Osz7rSAhUDo5QKHXq0B2EQjRwIBw&url=http://www.etherspeak.com/blog/4-tips-great-customer-service-ive-learned-telecommunications/&psig=AFQjCNEFUCRDMoaK4aBYzaJxJ0VzR1lwtw&ust=1488640282909462

SCALE + AGILITY

http://www.google.com.hk/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&ved=0ahUKEwj4h_q7jfTKAhWBFaYKHYTSCOEQjRwIBw&url=http://www.thenashvilleglobe.com/how-nashville-startups-can-go-global/&psig=AFQjCNHwkrB6uDZKSl6xZWK-kEB3Sq-syA&ust=1455431051598714

http://www.google.com.hk/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&ved=0ahUKEwif2b2QjPTKAhWIHaYKHdkOCPgQjRwIBw&url=http://www.wallpaperup.com/tags/show/jump&psig=AFQjCNHHxec4QauwqlwXFQCveQGUHF14_g&ust=1455430726127393

VS

1950s TODAY

What can you do in 2 secs?

PEOPLE TECHNOLOGY

130M members

Building

BIG Data

Capabilities

http://www.google.com.hk/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&ved=0ahUKEwj7pPWYq7XLAhUiHKYKHSHFAAgQjRwIBw&url=http://virtualinsanity.com/index.php/2011/10/11/the-layer-between-the-layers/&psig=AFQjCNFUt5_YmSu49P16b1nflBvLp8cVeQ&ust=1457672450083619

http://www.google.com.hk/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&ved=0ahUKEwjvuJve0IDTAhVKI5QKHSF4AHkQjRwIBw&url=http://www.millergroupmarketing.com/news/5940/&psig=AFQjCNHkAZjN3b-lGWqbngm5sLUHS7xAEg&ust=1491045827456402

http://www.google.com.hk/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&ved=0ahUKEwibqvG60oDTAhWEkJQKHSsMC7wQjRwIBw&url=http://marcommnews.com/convenience-is-everything-click-collect-and-delivery-are-the-future-of-shopping/&psig=AFQjCNHOJYFmJGMe_ERJ9hmArhYxAODHyQ&ust=1491046193325121

Internet Disruption

http://www.google.com.hk/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&ved=0ahUKEwj64qHe2IDTAhXCKpQKHcopBLsQjRwIBw&url=http://fr.freepik.com/icones-gratuites/main-en-arriere-fleche-dessinee_734591.htm&psig=AFQjCNGASvNjYrGYgCMQOfNcbeSKyKFtpA&ust=1491047961616616

http://www.google.com.hk/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&ved=0ahUKEwjv37q92IDTAhVBkZQKHVvTBzUQjRwIBw&url=http://edbt-school-2013.imag.fr/challenges/&psig=AFQjCNFAdKkC1zvtecXGm9J2LhteB7YaKQ&ust=1491047826018041

http://www.google.com.hk/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&ved=0ahUKEwjwls_-8JjTAhUFjJQKHYgnAkgQjRwIBw&url=http://kpppfm.com/live-shows/mexican-crossing-lines-opportunities/&psig=AFQjCNH7CWEasafi_fYuQ_UVMi-fVfPtow&ust=1491879069465303

http://www.google.com.hk/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&ved=0ahUKEwjI-buw1oDTAhVKKZQKHWwuDYEQjRwIBw&url=http://weheartit.com/entry/group/54776868&psig=AFQjCNFRZTbJcGnBvWTQW9hmPkWcHVtWbQ&ust=1491047284976272

staying relevant to customers in the internet...

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