staying relevant to customers in the internet...
TRANSCRIPT
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
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
SCALE + AGILITY
VS
1950s TODAY
What can you do in 2 secs?
PEOPLE TECHNOLOGY
130M members
Building
BIG Data
Capabilities
Internet Disruption