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1 Maarten van der TasSales Manager
Deliver exceptional buying experience
every order, every day, everywhere
company confidential2
WE NOW OPERATE IN A MARKET WHICH CONSTANTLY STRIVES TO EXCEED CUSTOMER EXPERIENCE
company confidential3
A SHIFT FROM SELLING PRODUCTS TO SELLING EXPERIENCE
Products Products + Services
Channels Experience2000s
#SHIFTHAPPENS
Today
company confidential4
THE WAY PEOPLE EXPERIENCE A PURCHASE HAS CHANGED FOR GOOD
CustomizationNot generalization
Continuous improvement
Not planned obsolescence
ConvenienceNo discomfort
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Companies are creating new experiences through various channels
everydayMarket places
Traditional stores Pop-up stores Shop-in-shops Experience stores
Online pure players Social mediaOnline brand stores
Direct sales channels Indirect sales channels
OnlineOffline
6
Daniel WellingtonEnlists thousands of
influencers on Instagram to promote the brand
214% increase in profits from 2014 to 2015
Revenue 2015: $220 million
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Opened a number of stores where non of the company’s products are
available for sale “Selling the dream of using the product”
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SUCCESSFUL COMPANIES HAVE (RE)INVENTED
THEMSELVESAway from selling ‘just’ products
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“One of our three key values is: customer experience always comes first”
Sr. Logistics Manager EMEA
COO at Ace & TateSource: www.docdata.com/cases/ace-tate
“Service levels online and offline need to be on par. This is the ultimate omni-channel
experience”
© Ingram Micro Commerce Proprietary Information of Ingram Micro Inc. Do not distribute or duplicate without Ingram Micro’s express written permission.
Commerce & Fulfillment
Director MultiChannel & IT at de Bijenkorf, Selfridges GroupSource: www.docdata.com/cases/de-bijenkorf
“As a brand, we aim to offer our clients the same experience through every channel; a seamless shopping
experience”
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Click & Collect
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IT’S A NEW WAY OF THINKING“Customers think in experiences – not channels”
Products
Channels
Customer
vs.
Customer
Experience
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THIS REQUIRES A DIFFERENT APPROACH
PRICING
MARKETING
SALES
FINANCE
CULTURE
Unit sales
Branding
Sell products
Product margins
Launch products
Value pricing
Experience
Solve needs
Customer lifetime value
Build relationships
All influenced by commerce & fulfilment
activities
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THAT IS WHY WE POSITIONED INGRAM MICRO CFS
as an omni-channel commerce & fulfilment solutions provider
Commerce Fulfilment PaymentsPlatforms
Channelmanagement Connectivity Fulfilment
servicesReverse logistics
Carrier management
Financial services
Customercare
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B2C fulfilment
B2B fulfilment
Platformfulfilment
Reverse logistics
TAILOR- MADE
VALUEPROPOSITION
Carrier manage-
ment
Value added
services
company confidential17
Tailor-made fulfilment solutions
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Value added services
Printing unique names on
football shirts
company confidential19
Advanced payment services
company confidential20
Ingram Micro Commerce & Fulfilment Solutions
Deliver exceptional buying experienceevery order, every day, everywhere
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