It’s not enough to Just do Multi-Channel as good as you can or Try the latest & greatest ideas You have to do both!

1. Multi-Channel
Competency & Innovation
Hayden Sutherland
Ideal Interface
14 March 2012

2. It’s not enough to…
Just do Multi-Channel
as good as you can
or
Try the latest & greatest ideas
You have to do both
But…

3. … these have to be
integrated together
With the right balance

4. Customer centricity
and multi-channel
businesses require
constant innovation &
investment

5. Retailers and
manufacturers are striving
for differentiation

6. "Don't just do things better.
Do better things“
Sir Terry Leahy

7. The ‘Sir Terry’ Approach
do better do things
things better

8. Otherwise known as..
innovation competency

9. A Framework for Success
innovation competency
clear corporate vision

10. Innovation – a STEP change
• Social
– People, community, etc.
• Technical
– Information, materials, channels, etc.
• Economic
– Competition, customers, etc.
• Political
– Legislation, regulation, etc.

11. Multi-Channel Factors
Social
Technical
Change
innovation
Economic
Political

12. Competency is understanding
• Dependent upon:
– Internal
• Staff
• Systems
• Processes, etc.
– External
• Customers
• Suppliers
• Competitors, etc.

13. Multi-Channel Factors
Best Practice*
Understanding
Specialisation*
competency
Operational*
Suppliers*
* Example factors affecting competency

14. The intersection creates..
innovation competency
differentiation

15. Hayden Sutherland
www.idealinterface.co.uk
Copyright © 2012 Ideal Interface Ltd.