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“What makes a successful online business”
Clearwater Corporate Finance - breakfast seminar: September 2008
www.ianjindal.com
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Today
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• Retail context
• Sustainable competitive position
• Cross-channel
• Service
• Then get complex
Today
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Donuts: there’s no “middle” in ecommerce
• 40% up at £13bn
• 65% online, of which 90% on broadband
• Rising tide floats all boats?
• 99% pregnant?
• Christmas day sales - 4.4m customers online.
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3 sustainable competitive positions..
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3 sustainable competitive positions..
• Customer– segment
– needs
– access
• Product– exclusivity
– access
– knowledge
• Operations– efficiency
– effectiveness
– service
Customer
Product
Operations
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Reassessing Retail
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Reassessing Retail
• “Retaillier” - Slice & Dice, focus on customer - tailor-made.
• Heart of retail is– close to customer
– responsive
– service
• New brands - based on what you DO not what you say.
• Price & product: make old retailers into wholesalers
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Cross-channel experience
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Service
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Not covered... so much - but build on a focused foundation of service
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Commercial Challenges
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• Ruthless customer and/or price focus
• Action, not just words: say what you do, do what you say, repeat.
• Think ‘retail’!
• Then guild the lilly.
Commercial Challenges
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Thank you.
www.ianjindal.com