Date: Tuesday 15th June 2010
Time: 10:00am to 3:00pm
Venue: Melbourne Convention & Exhibition Centre
Tutor: Jenny Wilson, Partner, Deloitte
Registration: Register online here or call 02 8908 8555

Theme: Beyond Retailing Online
Building a successful Multichannel Retail Experience

Despite the rhetoric to suggest otherwise, Australian consumers are spending their dollars in increasing amounts online and often to overseas benefactors – in simple terms this is a share of wallet opportunity cost for the Australian market.

Retailing Online is no longer an optional decision for Retailers – but there is a smart way to go about it. This workshop will address the importance of adopting Online Retail as part of a Multichannel Strategy, with three key tenants to success:

1. Truly putting the customer first – understanding the needs of the multichannel shopper
2. Being ready to address necessary change – in the operations and measurement of a multi versus single channel retail performance
3. Working a profitable model from day one – how to invest profitably by leveraging the combined assets of the multichannel organization
   

Who Should Attend

Retailers looking to grow into the e-tail space or with early investments that are struggling to drive success. Retailers looking to invest in the FY11 financial year.

Key Benefits

Attendees will gain insight into the key success factors for establishing a profitable multichannel organisation and will take away an effective ‘how to’ programme ready to implement within their retail business.

Agenda

Intro: What does a multichannel organization look like?

• Strategically what does this look like?
• Where can we learn from past successes?
• What are the challenges you must address at the outset for success?

Part one: Putting the customer first: understanding and addressing the shifting behavior of the multichannel shopper

• Knowing your customers at a more granular level – smart customer insights
• Creating consistency of experience in brand
• Creating the loyalty effect – beyond price wars to truly differentiated service

Part two: Managing the necessary organisational change

• The operating model of a multichannel retailer – across product, pricing and distribution
• The performance model and measures of a multichannel retailer
• The impact on people and culture of the multichannel retailer

Part three: Investing profitably

• Building a technology platform that enables low-cost operations
• Evolving the investment in distribution and fulfillment
• Leveraging the advantages of the online channel for improved Marketing ROI