Are you digital: From a brick-and-mortar DIY retailer to an omnichannel DIY retailer - HUBO
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E-commerce manager Marc Henkens talks about the operational challenges that lay behind the shift from a pure physical player to an omnichannel player.
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Are you digital: From a brick-and-mortar DIY retailer to an omnichannel DIY retailer - HUBO
- 2. Belgium company since 1992: • 141 Shops • 550M Turn over • 150,000 SKU
- 4. OMNICHANNEL @ ? New online COMPETITORS Digital CUSTOMERS Growth MARKET
- 5. Buying online for DIY shoppers Research among n=1.003 DIY shoppers WHAT DOES THE CUSTOMER WANT NOT A MUST WEIGHT andVOLUME of purchased DIY products drive choice for home delivery (even at cost)
- 6. NOTA MUST Buying online for DIY shoppers Research among n=1.003 DIY shoppers WHAT DOES THE CUSTOMER WANT WHAT MATTERS MOST IS CONTROL
- 7. Buying online for DIY shoppers WHAT DOES THE CUSTOMER WANT Full in-store range and more! Choice of delivery frame (ay and time) CONTROL of online DIY purchase drives customer satisfaction = All in-one delivery of a DIY job
- 8. … much more than a WEBSHOP OMNICHANNEL
- 9. Supplier Buyer Click-and-collect Home delivery Ship-to-store It’s a new BUSINESS MODEL
- 12. IT Business Monitoring BUSINESS IMPACT: 24/7 support & monitoring Assortme nt Logistic Finance Marketin g Shops Vendor Custome r service
- 13. BUSINESS IMPACT: 24/7 support & monitoring
- 14. … is this it? Ruben Ruth ZAAG Sharing economy? From DIY to DIFM?
- 15. THANKS FOR LISTENING! QUESTIONS? Marc Henkens
- 16. Becoming an omnichannel DIY retailer (Marc Henkens, E-commerce manager HUBO) The opportunities of Virtual Reality (PieterVan Leugenhagen, Co-founderYondr) Switch to smart (Stijn Melis, Sr. Product Manager NIKO) Break Digital disruption in the public sector (Paul Danneels, CIOVDAB) Survive the tsunami of change (Tom De Ruyck, Partner Insites consulting) Reception & digital hall 14:15 14:40 15:05 16:00 16:30 17:00
Editor's Notes
- 60% own shops 40% franchise
- Growth strategy based on: Proximity Price/quality Big catalog Simple & efficient
- Geen keuze Digitale concurente (amazon in DE) Vragen van klanten Kans om te groeien New online competitors Omni-channel is the critical driver for growth Market share of Brick-and-Mortar under pressure Amazon – biggest DIY in GE Bol.com enters DIY market Customers are increasingly buying online and expect fast delivery "The value of merchandise ordered via same-day delivery is expected to exceed $4 billion by 2018, whereas it was only $100 million in 2014. Pacesetter Amazon Prime now offers two-hour delivery for consumers in 27 US markets.“ (Bain & Co.)
- Product range + ready to pay
- The marketplace is a business model that defines a company as a big supplier of a product of service without that company having the good or the service. It only facilitates the platform where people interact with each other. The marketplace business generates revenu by taking a percentage of any transaction between people on their platform Examples: Ebay, amazon, bol.com, alibaba…
- Assortment Number of products Number of attributes => special team, special tool (GS1, EZ-Base,…) Product not in store Other pricing convention Logistic DC or not DC Home delivery, S2S Last mile partner Track & trace Vendor Piece picking Cut-off time Return proces Inetgartion with last mile partner Shops Financial proces (franchise) Return Unknow products Other customers => they know more about the product that the sales pepople Customer service Number of calls/mails Open hours Product knowledge ??? Finance Franchise Return en reimbursement Marketing From paper to digital Livecycle of a digital message is must shorter than paper Differrent type of customer 40% women Start with us From product centric to customer centric
- Assortment Number of products Number of attributes => special team, special tool (GS1, EZ-Base,…) Product not in store Other pricing convention Logistic DC or not DC Home delivery, S2S Last mile partner Track & trace Vendor Piece picking Cut-off time Return proces Inetgartion with last mile partner Shops Financial proces (franchise) Return Unknow products Other customers => they know more about the product that the sales pepople Customer service Number of calls/mails Open hours Product knowledge ??? Finance Franchise Return en reimbursement Marketing From paper to digital Livecycle of a digital message is must shorter than paper Differrent type of customer 40% women Start with us From product centric to customer centric
- IT New tools (HYBRIS, AEM) 24/7 Infrastructure Monitoring & support Business monitoring Dashboard & KPI
- IT New tools (HYBRIS, AEM) 24/7 Infrastructure Monitoring & support Business monitoring Dashboard & KPI
- Sharing fromDIY to Do It For Me
- Tot zo ver mijn inleiding … hoog tijd om ons te laten inspireren door enkele praktische cases Ik geef nu het woord aan Marc Henkens, e-commerce manager bij HUBO. Hij zal ons meer vertellen over de overgaan van een fysieke DIY retailer naar een omnichannel DIY retailer Bedankt Marc voor deze interessante toelichting! Dan geef ik nu het woord aan Pieter Van Leugenhagen, co-fonder van Yondr, een media start-up dat 360 VR filmpjes. Pieter zal ons vertellen wat Virtual Reality kan betekenen voor organisaties in verschillende sectoren. Bedankt Pieter. Ik ben verheugd om Stijn Melis van Niko aan het woord te laten. Hij zal ons meer vertellen over de digitale transformatie binnen de wereld van elektrische schakelaars. Let’s switch to smart! Bedankt Stijn, dan stel ik voor om nu even te pauzeren. Er is koffie en een kleine versnapering voorzien. Ik verwacht jullie terug om 16u stipt voor het tweede deel. Allen, nu laat ik graag Paul Daneels, CIO van VDAB, aan het woord. Paul is meermaals verkozen tot Europees CIO van het jaar. Hij zal ons meer vertellen over digitale disruptie in de publieke sector. Hartelijk dank Paul voor deze boeiende toelichting. We zijn toe aan onze laatste en bevlogen spreker. Tom De Ruyck, partner bij onderzoeksbureau Insites Consulting, vertelt ons meer over customer centric innovatie in de huidige tsunami of change.