Ceramics and Retailing
The Formula for Joint Success
Andrew van Zwanenberg
14th October, 2010
Myself – Andrew van Zwanenberg
•Worked on both sides of the fence –
Manufacturing and Retail
•Supplied to;
Debenhams,
M&S,
Next,
Loblaws,
Woolworths SA,
Habitat,
TKMaxx
Agenda
• The Customer.
• The Brand.
• Delivering for the Customer.
• Reasons to buy.
• Q&A.
3
Customer
Our Customer – 45+ ABC1 Female
5
Source Dragon Rouge November 2009
Brand
What matters to us.
Quality, Value, Service
Innovation
and Trust.
‘Quality worth every
penny’
We are a retailer
What we do
Marks & Spencer is one of the UK’s leading retailers with over 21
million customers visiting our stores every week.
We sell high quality, great value clothing and home
products and Outstanding Quality food.
We source our products responsibly from 2000 suppliers
round the world.
Over 76,000 people work for M&S both in the UK and in 41
territories overseas, where we have a growing international
business
How our Business breaks down
Quality, Value, Service
Innovation
and Trust
Our Websites
Product
http://www.marksandspencer.com
Corporate
http://corporate.marksandspencer.com
Delivering for the Customer
Priorities for Retailers
Product
Service
Delivery
Product
Competitive
Reason to
Price
Buy
Appropriate
Quality
Service
Appropriate
Communication
Make it Easy
Minimum
Fuss
Delivery
On Time
Lead times
Consistent
The Result?
Max Money
in the Tills
Minimum Risk
Happy Customers who will come
back and buy MORE
Suppliers are assessed against;
Product
differentiation
Margin / RPF
Delivery
Reasons to Buy
Andrew van Zwanenberg
You have to give US
a
Reason
to buy from you.
Product
We have to give THE
Customer
a
Reason
to shop with us.
Making them OUR Customer
We together can bring Customers into our stores and
make them Our Customer by offering –
Unique, Exciting, and Exclusive product.
This is product which is Different to the product our
competitors offer, and which Our Customers desire
to buy from us.
Innovation
Quality, Value, Service
Innovation
and Trust
What is Innovation for M&S?
It is a reason for
product.
Our Customer to come an buy our
It is a method by which we can sell more product and
therefore buy more product from you.
Innovation for us is therefore Enhancing our
product, by making it Better to use, more Desirable
to own, or more Fun.
What is in M&S now?
What is in M&S now?
In 2007 Marks & Spencer launched stormwear
TM, a water and stain repellent range for men.
Every piece in our stormwear TM range has a
high performance water repellant finish, so
you stay dry whatever the weather.
Brand value - $500,000,000 per annum
What is in M&S now?
We’ve tested our Ultimate Non-iron
shirt and, once you’ve tumble dried it,
there really is absolutely no ironing
required.
Brand value - $300,000,000 per annum
Service
Make the Retailers Life easy
The Buyer is always right,
but you are the experts.
Delivery
You can manage out risk
You can move us closer to Market
You can maximise our commercial opportunity –
Money in the tills.
questions?