Andrew van Zwanenberg, Marks & Spencer - Ceramics and Retailing: The formula for joint success
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Andrew van Zwanenberg, Marks & Spencer - Ceramics and Retailing: The formula for joint success
- 1. Ceramics and Retailing The Formula for Joint Success Andrew van Zwanenberg 14th October, 2010
- 3. Supplied to;Debenhams, M&S, Next, Loblaws, Woolworths SA, Habitat, TKMaxx
- 4. 3 Agenda The Customer. The Brand. Delivering for the Customer. Reasons to buy. Q&A.
- 5. Customer
- 6. 5 Our Customer – 45+ ABC1 Female Source Dragon Rouge November 2009
- 7. Brand
- 8. What matters to us. Quality, Value, ServiceInnovationand Trust. ‘Quality worth every penny’
- 9. We are a retailer
- 10. What we do Marks & Spencer is one of the UK’s leading retailers with over 21 million customersvisiting our stores every week. We sell high quality, great valueclothing and home products and Outstanding Quality food. We source our products responsibly from 2000 suppliers round the world. Over 76,000 people work for M&S both in the UK and in 41 territoriesoverseas, where we have a growing international business
- 11. How our Business breaks down Quality, Value, ServiceInnovationand Trust
- 12. Our Websites Product http://www.marksandspencer.com Corporate http://corporate.marksandspencer.com
- 13. Delivering for the Customer
- 14. Priorities for Retailers Product Service Delivery
- 15. Product Competitive Price Reason to Buy Appropriate Quality
- 16. Service Appropriate Communication Minimum Fuss Make it Easy
- 17. Delivery On Time Lead times Consistent
- 18. The Result? Max Money in the Tills Minimum Risk Happy Customers who will come back and buy MORE
- 19. Suppliers are assessed against; Product differentiation Margin / RPF Delivery
- 20. Reasons to Buy Andrew van Zwanenberg
- 21. You have to give US aReasonto buy from you.
- 22. Product We have to give THE CustomeraReason to shop with us.
- 23. Making them OUR Customer We together can bring Customersinto our stores and make them Our Customerby offering – Unique, Exciting, and Exclusiveproduct.This is product which is Differentto the product our competitors offer, and which Our Customersdesire to buy from us.
- 24. Innovation Quality, Value, ServiceInnovationand Trust
- 25. What is Innovation for M&S? It is a reason for Our Customerto come an buy our product.It is a method by which we can sell more product and therefore buy more product from you. Innovation for us is therefore Enhancing our product, by making it Better to use, more Desirable to own, or more Fun.
- 26. What is in M&S now?
- 27. What is in M&S now? In 2007 Marks & Spencer launched stormwearTM, a water and stain repellent range for men. Every piece in our stormwearTM range has a high performance water repellant finish, so you stay dry whatever the weather. Brand value - $500,000,000 per annum
- 28. What is in M&S now? We’ve tested our Ultimate Non-iron shirt and, once you’ve tumble dried it, there really is absolutely no ironing required. Brand value - $300,000,000 per annum
- 29. Service Make the Retailers Life easyThe Buyer is always right, but you are the experts.
- 30. Delivery You can manage out risk You can move us closer to MarketYou can maximise our commercial opportunity – Money in the tills.
- 31. questions?