Hybrid retail planning 2013 - Creating holistic customer experience

CreatingHybridCustomerExperience

Why hybrid business model?

1. Products and services for wider supply (daily, annual, investment products)

2. Service business models3. Wide distribution channels4. Strong brand experience

5. Community - Holistic customer experience

4P

Online & offline customer experience

Community

Retail

Products

Services

Daily products, coffee

Webstore

Example Monocle

Example – www.lookmumnohands.com

Example – Nike Fuelband

Example Varusteleka

EXAMPLE – HARD ROCK CAFE

Example - Iittala

Start with customer in mindStore

Community

ProductsServices

MediaUser

Experience

CreateHolistic

CustomerExperience

Strategic & Creative

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