Mark Ward, Officeworks
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Transcript of Mark Ward, Officeworks
Officeworks “Every Channel” Retailing
Online Retailer Conference
March 16/17
1
Our History Key Milestones
First ‘big box’ Officeworks store opened
in Richmond
Officeworks acquires Viking
Officeworks Online & Viking become
Business Direct
Wesfarmers acquires Officeworks
Officeworks acquires
Harris Technology
Our History Circa 1993
• Proposal for a chain of low price warehouse style office supplies outlets
• Opportunity to rationalise a very unstructured market, and take a substantial
market share
• Exploit concept and formula which has proven successful in the US Market
• Profitability depends upon economies of scale – no current competitor seems
willing to invest required funds
• Proposal covers 60 stores over five years
Our History Original Strategy
Established as a ‘category killer’
• ‘Big box’ stores
o One stop shop
• Wide range
• Low prices everyday - guaranteed
• Primarily focused on B2B customers
o ‘Taking Care of Business’
Our History
Store network by size 1994 - 2007
Total
Stores 1 4 10 20 28 35 48 53 60 71 83 92 100 113
3 3 6 6 7 10 10 12 12 12 12 12 12 1 1 7
14 21
24
33 35 39 43 43 43 44 43
1 3
4 5
6
10 18
26 30
38
1
1 1
1
2
3
3
6
11
2
2
4
7
8
8
9
1994 1995 1996 1997 1998 1999 2000 2001 2002 2003 2004 2005 2006 2007
Extra Large > 1800m2 Large 1350m2 - 1800m2 Medium 1000m2 - 1350m2 Small 600m2 - 1000m2 Extra Small 300m2 - 600m2
Our History Store Layout
1994 2007
Our History Channel Sales Split 2007
Stores 87%
Phone/Fax 6%
Online 6%
Our History Circa 2007
Customer & team trust eroded over time
• Pricing Trust – Channel Conflicts
• Poor in Stock Position
• Lack of ongoing investment
• Store look & feel compromised
• Event focused trading calendar
Changing customer
• Online shopping
• Technology savvy
• Value focused
Our History Circa 2007
Customer & team trust eroded over time
• Pricing Trust – Channel Conflicts
• Poor in Stock Position
• Lack of ongoing investment
• Store look & feel compromised
• Event focused trading calendar
Changing customer
• Online shopping
• Technology savvy
• Value focused
1 Market Size 2012 (2012 – 2014 Office Products in Australia, Penfold Research) 2 Officeworks estimate.
Addressable
market
>$30.3bn2
• Technology
• Advanced Print & Copy services
• Other business services
• Commercial furniture
• Print & Copy services
Total office products market1
$11.8bn
FY08 – FY12
CAGR
(1.9)%
FY12 – FY14F
CAGR
(1.7)%
Core office
products
market
$6.9bn
• Writing instruments
• Paper, pads & books
• Labels, envelopes &
mailroom
• Computer
consumables &
accessories
• Presentation products
• Business machines
• General office supplies
• Filing products
(2.3)% (4.5)%
Non-core
office products
market
$4.9bn
• Kitchen supplies
• Cleaning & janitorial
• Office furniture
• Printing services
• Promotional products
• Work wear
• Packaging supplies
(1.3)%
2.2%
Office Supplies Industry Market Size & Growth
• Office Supplies Market - flat
• Addressable market >$30 billion
• Business lacked uniqueness
• Fragmented, rapidly changing competitive environment
• More technology savvy, value conscious consumer
• Challenging trading conditions during financial crisis
• Price deflation, a new reality
Office Supplies Industry Market, Environment & Officeworks
Lowest Prices Everyday
• 5% price guarantee
Widest Range
• From generalist to specialist
Great Service/s
• Multiple channels to market
o ‘Every Channel’ capability
o Seamless shopping experience
Officeworks Strategy 2008
Lowest Prices Everyday
• 5% price guarantee
Widest Range
• From generalist to specialist
Great Service/s
• Multiple channels to market
o ‘Every Channel’ capability
o Seamless shopping experience
Officeworks Strategy 2008
• Great Service & Services
• Immediacy of Purchase
• Convenient locations
• Ability to showcase range
• Easy access & parking
• Long trading hours
• Click & collect
• Interactivity / “how to” classes
• Customer focused returns
Every Channel Approach Stores Uniqueness – A Compelling Offer for Customers
• Kids Club & kids area
• Community involvement
• Meeting rooms
• Free in-store Wifi
• Customer Accounts
• Special Orders
• Assembly
3 3 6 6 7 10 10 12 12 12 12 12 12 12 8 10 17 21 22 23 22
1 1
7 14
21 24
33 35 39 43 43 43 44 43 43 52 53
55 56 59 62 66
1 3
4 5 6
10 18
26 30
38 41 44
45
43 41
45 44
44
1
1 1
1 2
3
3 6
11 19
20 20
20 20
21 21
23
2
2
4
7
8
8
9
11 4 5
4 3
3 2 1
1994 1995 1996 1997 1998 1999 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015
Extra Large > 1800m2 Large 1350m2 - 1800m2 Medium 1000m2 - 1350m2 Small 600m2 - 1000m2 Extra Small 300m2 - 600m2
Every Channel Approach Store Network by size 1994 – 2015
Total
Stores 1 4 10 20 28 35 48 53 60 71 83 92 100 113 126 128 133 139 141 150 152 156
Wesfarmers
acquisition
Every Channel Approach Store Layout 2007
Every Channel Approach Store Layout 2015
• 24/7 Convenience
• Ease of Navigation & Purchase
• Personalisation
• Same day / next day delivery
• Free delivery
• No hidden fees
• Mobile sites
• Online & in-store stock visibility
Every Channel Approach Online Uniqueness – Making Digital as Strong as Physical
• Extended product range
• Detailed product specifications
• Multiple product images
• Articles and video content
• Easy returns
• Tailored websites
• Social media
And a compelling online offer
2016 2007
And a compelling online offer
2016 2007
2010 Advertising
21
Local area marketing press
Advertising 2010 ‘We refuse to be beaten on price TV ad’
22
Student journey
Home workspace
Medium business
Home work School
office
Small micro
business office
DIFM
DIY
Every Channel Approach What we are trying to do?
Traditional
media
Store team
members
Digital
media
Internet
Apps
Social
media
B2B sales
reps/account
managers
Call centre
team members
Stores
Online Phone
/fax
Officeworks Strategy Customer First - Anywhere, Anyhow, Anytime
• Seamless customer experience
• Ongoing investment
o New stores & formats
o E-Commerce investments
o Call centre optimization
o New avenues to market e.g. eBay
• Providing inspiration, innovation & differentiation to:
o Products & Ranges
o Service & Services
• Shift from functional to inspirational
• Sourcing best quality at lowest prices
• Exclusive distribution of new brands
• Balance of private and national brands
Officeworks Strategy Adding ‘Want’ to ‘Need’
26
Customer Engagement 2014 ‘Grow up TV Ad’
27
Customer Engagement 2015 Embrace your inner artist – April Catalogue
Social
Media
B2B Sales Reps /
Account
Managers
Traditional
Media
Store Team
Members
Internet Call Centre
Team Members
Apps
Digital
Media
Ch
ann
el Ag
no
stic Cu
stom
er En
gag
emen
t
Our competitive advantage
– anywhere, anyhow, anytime
Officeworks’ every channel strategy is there are no
channels
Officeworks’ every channel strategy is there are no
channels
The line between shopping online and in-store is no longer a
line at all, it has simply become shopping
From channel driven to customer driven experiences
Traditional
media
Store team
members
Digital
media
Internet
Apps
Social
media
B2B sales
reps/account
managers
Call centre
team members
Stores
Online Phone
/fax
Customer First Approach
- Anywhere, Anyhow, Anytime
• Seamless customer experience –
‘making it easy’
• Innovating as an every-channel
retailer
• Extending our reach
We make complex things simple by making sure every
experience is useful, easy and engaging
MAKES TAX TIME
Engaging EMAIL RECEIPT
Easy PRINTED RECEIPT
Useful
We make complex things simple by making sure every
experience is useful, easy and engaging
MAKES TAX TIME
Engaging EMAIL RECEIPT
Easy PRINTED RECEIPT
Useful
Innovating as an every channel retailer
• Expanded offer across categories
• International and Private brands
• Shift from functional to inspirational ranging -
Adding “want to need”.
• Market leading Print & Copy offer
• 3D printing
• Products to services eg: Mailman
Extending our reach
• New store formats
• eBay store
• Business Specialists
– In store
– Over the phone
– On the road
37
1 Penfold Research, Office Products market update Report, 2015 2 Officeworks estimate.
Addressable
market
>$50bn2
• Technology
• Advanced Print & Copy services
• Other business services
• Commercial furniture
• Print & Copy services
Total office products market1
$11.9bn
FY08 – FY14
CAGR
(1.3)%
FY14 – FY16F
CAGR
0.4%
Core office
products
market
$6.5bn
• Writing instruments
• Paper, pads & books
• Labels, envelopes &
mailroom
• Computer
consumables &
accessories
• Presentation products
• Business machines
• General office supplies
• Filing products
(2.6)% (2.0)%
Non-core
office products
market
$5.4bn
• Kitchen supplies
• Cleaning & janitorial
• Office furniture
• Printing services
• Promotional products
• Work wear
• Packaging supplies
0.4%
3.3%
Office Supplies Industry Market Size & Growth
Revenue Earnings before interest & tax
Transaction growth Return on capital
Is it working?
1.3 1.4 1.5 1.5 1.5 1.6 1.7
0.9
0.0
0.5
1.0
1.5
2.0
FY09 FY10 FY11 FY12 FY13 FY14 FY15 1H FY16
$bn
4.4% 0.7% 1.6% 4.6%
8.0%
8.8%
FY09-15 CAGR: 4.6%
+9.1%
65 74 80 85 93
103 118
59
0.0
20.0
40.0
60.0
80.0
100.0
120.0
FY09 FY10 FY11 FY12 FY13 FY14 FY15 1H FY16
$bn
8.4% 6.5%
9.0% 10.8%
13.2%
14.5%
FY09-15 CAGR: 10.4%
+17.9%
5.7 6.3 6.7 7.1 8.1
9.4 11.4
12.5
0.0
2.0
4.0
6.0
8.0
10.0
12.0
14.0
FY09 FY10 FY11 FY12 FY13 FY14 FY15 1H FY16
%
43bp 36bp 103bp
130bp
58bp
202bp
111bp
11.5 13.2
11.0
6.3 7.0 8.4
6.3
0.0
2.0
4.0
6.0
8.0
10.0
12.0
14.0
FY10 FY11 FY12 FY13 FY14 FY15 1H FY16
%
FY09-15 CAGR: 9.5%
(226)bp
(472)bp
70bp
169bp
140bp
Does the customer care?
No longer about “Bricks” or “Clicks”… it’s simply about shopping
Must deliver a seamless shopping experience
• Anywhere, Anyhow, Anytime
• Be simple & clear – for customers & your team
• Inspirational & differentiated products & services
• Assist customers to achieve their goals
If you can understand & implement a seamless shopping
experience across all channels, you will succeed
Summary Wrapping Up
42
43
Big ideas. Lowest prices.
44