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5 February 2016 • Javelin Group Annual Conference • Kings Place N1
Director, Multi-Channel & IT de Bijenkorf
Pieter Heij
5 February 2016 • A half-day conference hosted by Javelin Group • Kings Place N1
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de Bijenkorf – the Dutch luxury department store2
Part of the Selfridges Group, a family owned business3
De Bijenkorf brands4
De Bijenkorf facts
Visitors: 25 mln in store, 50 mln online
Company sales growth of +10% in H1 2015
Net Promotor Score of 50
Online 15% share
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How to become a company that is 50% Experience + 50% Technology?6
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Kiosks Shift to mobile Payments Free shipping
deBijenkorf.nl journey in four examples8
THE Dark side …of Multichannel retail
In store kiosks:9
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It took 2 years of hard work to get our kiosks working...15
0.0%
0.5%
1.0%
1.5%
2.0%
2.5%
3.0%
3.5%
4.0%
Kiosk sales Utrecht store as % of total store sales
Kiosks now deliver up to 3% additional store sales and growing fast17
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0%
10%
20%
30%
40%
50%
60%
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deBijenkorf.nl: traffic share per device
Desktop Mobile Tablet
The mobile shift required a complete redesign of our website19
If you rebuilt your flagship store, would you completely outsource the project?
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Insource development with a couple of specialist partners
2013 2015
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€89,95
Payments have now become part of the service ceremony
1 month1 developer
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Free shipping, are you sure?
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Kiosks Shift to mobile Payments Free shipping
deBijenkorf.nl journey in four examples27
De Bijenkorf organization
Omnichannel
&IT Director
Online
Trading
Online
marketing
Fulfilment
and call
center
Business
development
Head of Big
Data
Technology
IT/BI
manager
Category
teamDesign team
Content
team
Software
development
team
User X and
product
owners
Ecommerce
team
Omnichannel
team (store
rollout of f.e.
kiosks)
IT & BI support teams
serving finance, BPO,
CRM, online trading, etc.
Javelin,
Emakina
E-sites
Omnichannel
specialists
CEOFull support to investments in online & technology
Full control over all technology & BI
Own development teams
Agile way of working
Store directorCFO
Buying
HR
Marketing
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Make sure there is something great to experience in your stores
Technology is key so build your own technology teams!
Innovate only if you have a right to play and there is a real benefit
Be agile: copy the best and do it faster than the rest
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5 February 2016 • A half-day conference hosted by Javelin Group • Kings Place N1