E-COMMERCE IN BELGIUM A RETAIL JOURNEYacties.trends.knack.be/acties/trends/seminars/2013/... ·...

E-COMMERCE IN BELGIUMA RETAIL JOURNEY

1.400.000.000 EURsource De Tijd, 2012

source Comeos – E-commerce Belgium 2013

source Comeos – E-commerce Belgium 2013

do you know your Customer?

source McKinsey, the Customer Journey

Social media of all kinds — networks, applications, and ratings and reviews websites — have opened the floodgates for word of mouth and sharing.

“It’s not one channel or the other; it’s making sure that you get a richer experience in both”

Christopher Bailey - Chief Creative Officer Burberry

source Vision Critical, July 2013

“Creating a brand in a digital space requires a clear set of skills, offline it requires exceptional execution”

Scott Thomson, Astley Clarke

make price less relevant

“ You got your shiny My Starbucks

Rewards™ Gold Card by earning 30 Stars in one year. To stay Gold for another year you needed 30 more Stars. Looks like time flew before you got all 30…

source Forbes, Starbucks: Loyalty Program Misfire

treat your customer like your date

OLIVIER.VERBERCKMOES@DELAWARECONSULTING.COM