Ingram maarten van der tas

1 Maarten van der TasSales Manager

Deliver exceptional buying experience

every order, every day, everywhere

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company confidential2

WE NOW OPERATE IN A MARKET WHICH CONSTANTLY STRIVES TO EXCEED CUSTOMER EXPERIENCE

http://www.google.nl/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&ved=0ahUKEwi-stvY-f_PAhUFHxoKHXCvB-oQjRwIBw&url=http://www.thesalesclub.co.uk/library/raise-bar-steve-smith&psig=AFQjCNG-SwPv8_dEHG708QiNIMV2SXjlbQ&ust=1477828277555346

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A SHIFT FROM SELLING PRODUCTS TO SELLING EXPERIENCE

Products Products + Services

Channels Experience2000s

#SHIFTHAPPENS

Today

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THE WAY PEOPLE EXPERIENCE A PURCHASE HAS CHANGED FOR GOOD

CustomizationNot generalization

Continuous improvement

Not planned obsolescence

ConvenienceNo discomfort


5

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

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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”



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

14

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



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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16

B2C fulfilment

B2B fulfilment

Platformfulfilment

Reverse logistics

TAILOR- MADE

VALUEPROPOSITION

Carrier manage-

ment

Value added

services



Tailor-made fulfilment solutions

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Value added services

Printing unique names on

football shirts

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Advanced payment services



Ingram Micro Commerce & Fulfilment Solutions

Deliver exceptional buying experienceevery order, every day, everywhere


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Ingram maarten van der tas