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WhenOldandNewCollide
GeoffScullyManagingDirectorShopDirect
Presented:September27,2016atRetail’sDigitalSummit
TransformaJonforDigital-FirstCommerce
NedaNavabE-CommerceandCustomer
ExperienceStrategyEnjoy.com
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Copyright © 2016, Shop Direct Ireland. All rights reserved.
8 out of 10 Irish consumers are online at least once a day
Source: Google - The Connected Consumer Survey 2015
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Copyright © 2016, Shop Direct Ireland. All rights reserved.
3.2 Devices per person
Source: Google - The Connected Consumer Survey 2015
These are devices connected to the internet per person in Ireland in 2015. This has increased 19% since 2013.
{
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Copyright © 2016, Shop Direct Ireland. All rights reserved.
Source: Google - The Connected Consumer Survey 2015
61%
Smartphone penetration EU average
75%
Smartphone penetration in Ireland
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Copyright © 2016, Shop Direct Ireland. All rights reserved.
Our Purpose
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Copyright © 2016, Shop Direct Ireland. All rights reserved.
Who we are
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Copyright © 2016, Shop Direct Ireland. All rights reserved.
• Ireland’s largest online department store.
• Over 300k active customers per annum.
• Over 2M parcels delivered per annum.
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Copyright © 2016, Shop Direct Ireland. All rights reserved.
Our USPs
70k products 1k brands Free Shipping
Free Click & Collect Fashion, Home, Tech Flexible Payments
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Copyright © 2016, Shop Direct Ireland. All rights reserved.
Our Customer
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Copyright © 2016, Shop Direct Ireland. All rights reserved.
Our Heritage
1978 1982 2007
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Copyright © 2016, Shop Direct Ireland. All rights reserved.
Our Transformation
2000 - 2007!
Online-led!
2007 - 2011!
Paper-led! Customer-led!
2011 - Present!
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Copyright © 2016, Shop Direct Ireland. All rights reserved.
Our Culture
Leadership Development! Inspiring Brilliance! Digital Mindset!
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Copyright © 2016, Shop Direct Ireland. All rights reserved.
Agile Planning
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Copyright © 2016, Shop Direct Ireland. All rights reserved.
Dedicated UX lab
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Copyright © 2016, Shop Direct Ireland. All rights reserved.
1-2-1 Personalisation
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3.5 MILLION PERMUTATIONS
Copyright © 2016, Shop Direct Ireland. All rights reserved.
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Copyright © 2016, Shop Direct Ireland. All rights reserved.
Data Driven
Real-Time
Analytics!
Attribution
Modelling!
Actionable
Insights!
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Customer focused.
Mobile first.
Data led.
Copyright © 2016, Shop Direct Ireland. All rights reserved.
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Thank You
Copyright © 2016, Shop Direct Ireland. All rights reserved.
@geoff161
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NedaNavabE-CommerceandCustomerExperienceStrategy
Enjoy.com
Presented:September27,2016atRetail’sDigitalSummit
WhenOldandNewCollide
TransformaJonforDigital-FirstCommerce
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What if the best of this experience came to you?
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How It Works
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When you change the place, you change the game.
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Highland
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Highland
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Choosing 4 Hours or Less On Time
Avg. Customer Rating (49% response rate)
97% 50+% Enjoy Success to Date:
Choose Enjoy at Checkout 86%
Returns 1.4% 4.95
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"Wow! I couldn't believe it! This guy walks in and gives me a brand new iPhone, sets it up, shows me how to use it and then left! If I was hearing this story from a friend, I would have thought they were making it up. The service is excellent! I will recommend it to
everyone. ” - Penny M.
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Employee Model
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The Enjoy Expert: The Face of Enjoy • Salaried employees • Flexible schedules • Individual ownership • A connected team
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EE | Enjoy – Experience
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Our History
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Enjoy Timeline
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Enjoy Experts currently working in 8 US metros
NYC San Francisco
Los Angeles / OC
Miami
Atlanta Dallas
Houston
Chicago
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Enjoy Investor Presentation — 09/05/2014