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Copyright 2015 ISA Boutique. All rights reserved Copyright 2014 PCCW Solutions Ltd. All rights reserved 1
Winning the
Retail War Through Seamless, Personalized, and Interactive Digital Innovation
Copyright 2015 ISA Boutique. All rights reserved
• Drop in sales amount in retail industry
-14.6%
• Drop in sales volume in retail industry
-13.9%
• Luxury Goods (watch, jewelry)
-21.4%
• Apparel (clothes, bag)
-13.8%
Retail Trend
3
Source: Census and Statistics Department, 2015
Copyright 2015 ISA Boutique. All rights reserved
Retail Trend
Source: Apple Daily, 2015
5
In this situation of retail in crisis,
how’s our business performance?
Copyright 2015 ISA Boutique. All rights reserved
We keep expanding our business
What make our huge success in this retail war?
Our performance
6
Copyright 2015 ISA Boutique. All rights reserved
• Established for more than 45 years
• Resell over 40 international brands
• Own strong networks in HK and Macau
Company Background
8
Copyright 2015 ISA Boutique. All rights reserved
Chinese High purchasing
power
Pursuing luxury
lifestyle
Targeted Segment
Targeted customers:
Customers’ characteristics: • High digital adoption • Digital channel is the most effective way to
engage with Chinese
9
Source: pwchk, 2015
Copyright 2015 ISA Boutique. All rights reserved
Targeted Segment
Various use of digital:
10
Source: pwchk, 2015
Copyright 2015 ISA Boutique. All rights reserved
• Customer – High requirement on CS
• Marketing – Hard to differentiate from competitors
(by product/ price)
– Hard to acquire/ retain Chinese customers
• Operation – High rental cost
– Lack of experienced staff
– High demand on manual work
Core Challenges in Retail
12
Copyright 2015 ISA Boutique. All rights reserved
Customer-centric strategy • Understand customer behavior
• Personalization
Business Strategies
O2O2O strategy • Draw customers from online to offline
• Offer 24*7 shopping platform
• Maintain relationship with customers online
14
Copyright 2015 ISA Boutique. All rights reserved
Chinese Customers’ Characteristics • High digital adoption • Geographical
constraint
The only way to succeed - Digitalize and Revolute Business Model
Seek a reliable IT partner for end-to-end strategy
Business Strategy
15
Copyright 2015 ISA Boutique. All rights reserved 16
Digital Retail Solutions
Mobile POS Offline Online
Customer
Engagement
In-store
Experience
ERP/
HRM/ WMS
Social WiFi
iR-Furniture
IoT EAS
eCommerce
Shopping Window
RFID
Big Data/
Business
Discovery
Interactive
Design
Member-
ship
Digital
Marketing
Copyright 2015 ISA Boutique. All rights reserved 17
WeCha
t - Maintain relationship
with customers
- Arouse brand awareness
- Draw customers from
online to offline
eCommerce (deploying)
- Act as 24*7 shopping
platform
- Capture customers’ data
- Offer personalization online
Digital Retail Solutions (Online)
Mobile POS Offline Online
Customer Engagement
In-store Experience
ERP/ HRM/ WMS
Social WiFi
iR-Furniture
IoT EAS
eCommerce
Shopping Window
RFID
Big Data/ Business
Discovery
Interactive Design
Member-ship
Digital Marketing
Copyright 2015 ISA Boutique. All rights reserved 18
Social WiFi
- Increase traffic online
and offline
- Capture valuable data
iR-Furniture
- Facilitate stock take
- Enable item tracking
- Ease real-time monitoring
- Record item movement
- Allow real-time management
Digital Retail Solutions (Offline)
Mobile POS Offline Online
Customer Engagement
In-store Experience
ERP/ HRM/ WMS
Social WiFi
iR-Furniture
IoT EAS
eCommerce
Shopping Window
RFID
Big Data/ Business
Discovery
Interactive Design
Member-ship
Digital Marketing
Copyright 2015 ISA Boutique. All rights reserved 19
Mobile POS
- Reduce cost more
than 40%
- Facilitate business
expansion
- Ease operational
management
IoT EAS
- Prevent shop lifting
- Enhance customer service
- Record the stolen item
Digital Retail Solutions (Offline)
Mobile POS Offline Online
Customer Engagement
In-store Experience
ERP/ HRM/ WMS
Social WiFi
iR-Furniture
IoT EAS
eCommerce
Shopping Window
RFID
Big Data/ Business
Discovery
Interactive Design
Member-ship
Digital Marketing
Copyright 2015 ISA Boutique. All rights reserved 20
Shopping Window (in renovation)
- Arouse customer awareness
- Fully utilize shop location by 7X24 shopping platform
in China HK City, with 24-hr non-stop traffic
- Acquire valuable customer information from
the interaction with shopping window
Digital Retail Solutions (Offline)
Mobile POS Offline Online
Customer Engagement
In-store Experience
ERP/ HRM/ WMS
Social WiFi
iR-Furniture
IoT EAS
eCommerce
Shopping Window
RFID
Big Data/ Business
Discovery
Interactive Design
Member-ship
Digital Marketing
Copyright 2015 ISA Boutique. All rights reserved
Customer (Vital element)
- Better understanding on
customers
- Better customer experience
- Personalization
Marketing (Differentiation)
- Product: Personalized
recommendation
- Price: Better targeting based
on customer behavior
- Promotion: Personalized
special offers
- Place: O2O channel
Operation
(Value added)
- Increase revenue via full
utilization of store location
- Better management
business decision
- Boosting Operation
efficiency and saving cost
How Digitalization can Help Us
22
Copyright 2015 ISA Boutique. All rights reserved
Overall Result of Digitalization
Increase Traffic Increase coupon redemption
Enhance customer satisfaction
23
Copyright 2015 ISA Boutique. All rights reserved
Takeaway
• Think about:
Who can be
your strategic
partner
Who is your
target segment
How to
implement
your business
plan
What is your
customer
behavior
What is your
business
strategy
25