Premium, Luxury & Creative Business Entrepreneurship: Savelli Case Presentation

PREMIUM, LUXURY & CREATIVE BUSINESS ENTREPRENEURSHIP

GROUP 3

Jim LIU Alvin J LIN Lester LEE

Tommaso ROMANELLI Tarini KUMAR

Rahul MIRCHANDANI Jin Hao LOW

KEY CHALLENGES


Productive use of capital, delivering

shareholder value

Setting & delivering product &

service expectations

Managing the right people with the right

capabilities to guarantee our

plans

PERFORMANCE AMBITION


Understand Create

Communicate Extract Deliver

VALUE

Customer

satisfaction New product

development Time, focus

& motivation



Customer



& motivation



Customer Satisfaction


PRODUCT

& SERVICE

ATTRIBUTES

ATTRACTIVE

QUALITIES

EXPECTED

QUALITIES

LINEAR

QUALITIES

satisfied

dissatisfied



Customer Experience Pyramid

SERVICE

INNOVATION

SERVICE

IMPROVEMENT

SERVICE

MAINTENANCE Tools to identify service quality defects

Tools to improve customer experiences by determining which experiences matter

Customer feedback

Complaint data

Focus groups & personal interviews

Switching path, critical incident analyses

Every act within a scene is an opportunity for improvement & differentiation

Derive insights from systematic market studies Segment-based analysis, not aggregate

ACT I: Initial consideration

SCENE I: Exposure SCENE II: Awareness

ACT II: Active evaluation

SCENE I: Exploration SCENE II: Decision-making

ACT III: Closure

SCENE I: Conversion / sales SCENE II: Retention, advocacy



Big rules for success

CRM is driven from

the top

Accountability across all

levels

Cohesive, laser focus

on CRM

Overcome organisational

silos

Rigorous hiring

practices

Right people with the right

capabilities

Invest heavily in training

Functional & interpersonal

skills

Customer



& motivation



New Product Development


Stage-gate process for innovation

GATE 1 GATE 2 GATE 3 GATE 4 GATE 5 GATE 6

Opportunity (charter)

Preliminary investigation

Concept development

Commercial development

Test market

First launch

Product lifecycle

Focus groups in specific geographies

Best in-class design & feature set Customisation potential Security Customer-centricity

Virtuous cycle of distribution: Better communications

(digital luxury) More attractive (endorsements, limited-

time offerings) Greater revenues Better margins

Concierge - 24/7 Engaged Worldwide (focus geographies)

Consultant Customisations

Product Management Program

Privileges / Events / Affiliations


Customer-centricity & participation

New Product Development

Customer



& motivation



Not ROI but ROE (Return on Energy)


From Entrepreneur to Manager

Shift in thinking required

TACTICAL & OPERATIONAL

STRATEGIC & MANAGERIAL

Time, Focus & Motivation

Clarity in communication

Planning versus doing

Organise your work = Getting the right people

Delegate effectively

Focus on important tasks

Lead by example



Not ROI but ROE (Return on Energy)

Key aspects

for the team

Face of the brand

All capital raising activities (both investors & strategic groups)

Business planning, strategy and capital allocation

Recruiting for key people in operations, sales & marketing Business development manager (CHF130k)

Product development manager (CHF160k) & engineering team

Involvement in negotiation of key accounts



Key roles & responsibilities for Alex


GROUP 3

THANK YOU

Small Business & Entrepreneurship

Premium, Luxury & Creative Business Entrepreneurship: Savelli Case Presentation