3. 1 – Situation analysis
Whatwe are now ?
1- Sell – Grow sales
2- Speak – Get closer to customers
though dialogue and participation
3- Serve – Add value
4- Save – Save costs
5 - Sizzle – Extending your brand online
4. No online shop despitedemand
“For those of us who do not live
anywhere near a Primark, an online
shop is a desperate need. The trek to
get to one, the untidyness, the size of the
shop, the crowds and the huge long
queues to pay are also very good
reasons to put it online. Primark, please
do it!”
6. Customer insight
• Brand perception: Value for
money
• Fashion conscious women
under 35
• Eager Internet users
7. 2 – Objectives
What do want to be ?
• Worldwide reach
• Adding a communication channel - engage
• Cheap customer service - FAQ
• Increasing big scale advantages
• “Neat” shopping improve brand
• Increase sales
THREATS
• Not a global brand
• No advertising
8. 2 – Objectives
What do want to be ?
Focus on creating a quality user experience in
opposition with the one in store: replace the hassle
and the mess by a user friendlyplateform, with the
required information easilyavailable and effective
customer service.
9. 3 – Strategy
How do wegetthere ?
Strategy
Segmentation
Urban people
Bigcities
Young people
Men/Women/Children
Target
15/30 men and women
Students / LowIncome
Living inCities
Interest in fashion
Like shopping, buyingthings
Positionning
Young and urbanbrand
Trendyclothing
Cheap prices
10. 3 – Strategy
How do wegetthere ?
Strategy
Persona
• Katy
• 21 yearsold
• Lives in London
• Active lifecycle
• Is intersted in fashion
• Has a blog about fashion
• Hyperconnected
(Smartphone, Computer)
11. 3 – Strategy
How do wegetthere ?
Strategy
• Online Value Proposition
Improvewebsite design
Make people discover
Best description of products and put prices
Get people linkedwith the brand
• Sequence
More informations about
products (size, price, etc.)
Whereclothes are made
Younger web design
• Tools
e-mailing, newsletter,
localization,
application, practical
informations
• Integration
Buying an
existingdatabase
Making a game to collect
informations about
customers
12. 4 – Tactics - E-marketing mix
Tactics
Product: Women/Men/Children clothing and Home
Price: Between £3 and 14£ for tops and jeans
Promotion: Website, social networks, newsletters, word-of-mouth
Place: online store on the website
Process: Order, Check clothing stock, Confirmation, Paying, Sending,
Receiving
People: 5 people (Webmaster, CM, Warehouse)
Physical environment: Cool website, easy to use, easy to contact the
company, 2 day delivery
13. 4 – Tactics
Tactics
• Schedule
– Redesign website, including an e-shop
– Develop and SEM (Search Engine Marketing) Strategy
– Launch Affiliate Marketing Actions : products featured on
fashion websites in a “click and buy” model,
– Buying database
– Create game on social networks
– Posting news on social networks
– Weekly newsletter
• Contact strategy
– “Cooler”, more easy to use website pages
– Weekly newsletter about new clothes, prices, etc.
– Game on the Facebook / Twitter pages
14. 4 – Tactics
• Acquisition
– In store promotion: sales receipt, signs
– PR in the fashionindustry, as Primarkisalreadyfamous
– Digital Campaign on social networks where the targetis
active: Facebook, Twitter, Pinterest&Instagram
• Conversion
– Excellent websiteexperience
– Stock control for availabilities
– Fastdeliverywith the correct items
• Retention
– Customer accountwithdetailsprovided on registration
– Monthly newsletter and specialadvantages
– Active presence on social networks
15. 5 – Actions
Actions
• Website redesigning and hosting: agency
• Database: specialized company
• Keeping website up to date: webmaster
• Game creation and posting on social networks:
community manager
• Time: 5 weeks
16. Potentialrisk
Cross Channel Conflict
•Risk of tenserelationshipswith store managers
•Decrease of traffic& sales in stores
Solutions
•Focus on sizes/Product lesssold in shops
•Help stores by using discounts based on amount
of purchase and not aggressive discounts
•Reminders of stores locations on the website
•Dedicted intranet withtools and ressources for
retailers
17. 6 – Control
Control
• KPI’s
– # of visits on the website
– Time spent on the website
– # Facebook fans / Twitter followers
– # shares
– # of game participants
– Products bought online
• Web analytics: Google analytics
26. LO N
-70 %
p t o hi ng
U
l ot
ible
of f ’tcisstheincred
m
DO N
UK
n
Do
½
Even mor e sa
les
w hen yo u shop
online!
Shop online at
ww w. esho p. pr
imar k.co.uk an
d benefit
fro m a tw o for
one deal !
SALE
From 26/ 07/ 2013 to 30/ 08/ 2013