1. VALERIO PANCALDI ELEONORA SPINAZZOLA

2. SCS was founded in Bologna in 2001 by the merger of three companies operating for over twenty years in the field of professional consulting, training and human resources development. Nowadays, we are a team of more than 120 consultans, plus a consolidated network of freelance. We deal on business consulting, people management and sustainability. We help our client to manage their business in a more profitable way, to increase their human capital value and to develop sustainable innovation. SCS: WHO WE ARE

3. In order to better meet the customers needs, SCS is structured in four market areas:  Manufacturing and Retail  Public Administration  Finance  Utilities and Transportation SCS follows a business model structured on three main areas of expertise: SCS: WHAT WE DO SCS aim is to take customers to a significant growth towards new and innovative goals, improving their special features and distinctive characters. Business Model Manifacturing and Retail Public Administration Finance Utilities and Transportation Client First People Management CSR

4. SCS: OUR CLIENTS Manifacturing and Retail Market Area MARSALAVIGNOLA UDINE REGIONE FRIULI VENEZIA GIULIA REGGIO EMILIA Public Administration Market Area. Finance Market Area Utilities & Transportation Market Area

5. CLIENT FIRST: THE SCENARY DISCONTINUTY IN CUSTOMERS’PURCHASE BEHAVIOURS  Reduction in spending…  … and technological innovations(social network, e-commerce, m-commerce, etc.)…  …imply a new and integrated way of reading purchase possibilities THE IMPORTANCE OF TERRITORIALTY (GLOCAL)  Relevance of territorial entrenchment…  …with the need of enhancing the micro- territoriality COMPETITIVE PRESSURE OF THE CONSTANTLY INCREASING MARKET  Increasing competitive pressure…  …with economic difficulties even in historically favorable areas…  …and reduction of the Network performance CLIENT FIRST: A new idea? Peter Drucker (1909 – 2005) Philip Kotler (1931 - )  Customer Value  Change  Convenience  Communication

6. CLIENT FIRST: OUR MISSION LET’S (RE)START FROM THE CUSTOMER!!! KEY IDEAS: Customer journey Integration, data culture for decisions Experience management Engagement and new technology

7. It becomes more and more necessary developing some integrated monitoring systems in order to identify client’s peculiarities, criticalities and consequently start improvement processes. KEY IDEAS: INTEGRATION COMPLAINTS BUSINESS INTELLIGENCE CRMASSESSMENTECONOMICSMYSTERYWEB CUSTOMER SATISFACTION

8. THE APPROACH TO THE INTEGRATED DASHBOARD HELPS PROCESS DEVELOPMENT OF SKILLS… PROCESS ORGANIZATION COMPETENCES It makes necessary the development of processes of collecting structured and shared data It allows to make accesible all the information to different levels (in line with its different roles) It increases the competence of interpreting each phenomena IMPACT AREASDESCRIPTION

9. …does he come back? …does he promote? …does he drop? …receives … …buys… …asses… …customer service… …discovers /evaluates … The ability to identify and use all the traces left by the customer at the various contact points with the company ("Customer Journey") allows a more and more effectiveness of trade policies KEY IDEA: CUSTOMER JOURNEY Some tools: Web analysis Mystery Client Customer Satisfaction Customer Journey Contact points Contact points …uses… Receipt analysis Complaints analysis

10. Brand Experience Contact point Brand Engagement Brand Engagement KEY IDEA: THE EXPERIENCE MANAGEMENT The construction of a deep relationship with the brand goes through experiences able to convey value and to contribute to determine a global perception of the company quality. There is a strong link between the quality of a service paid out to a customer and the value creation of the brand in terms of profitability. Brand promise Brand promise Loyalty Cross Selling Up Selling Loyalty Cross Selling Up Selling Profitability Products People Stores Web Email Phone Mail Points Toll-free number

11. The « Omni-channel » strategy creates a unique and revolutionary experience for the customer by combining in the right way all the available channels (off/on line) and supply model The Client will be interested in an Omni-Channel strategy only if it is: The « Omni-channel » strategy creates a unique and revolutionary experience for the customer by combining in the right way all the available channels (off/on line) and supply model The Client will be interested in an Omni-Channel strategy only if it is: KEY IDEA: ENGAGEMENT… AN EXAMPLE IN RETAIL AREA Purchasing process… CHOICE PACKING PICK UP …comes from a combination of several variables with which it declines the offer... Store On line Different location By the store By the customer In the store Home delivery Different location …which involves the customer by building a relationship… …that allows us to know him better Info on where and when he buys Device he uses to find products or to buy on-line When in the day or week he buys Average value of his purchase Commodity categories Where and when he prefers to pick up goods NOW HERE FOR ME EASY

12. DESCRIPTION  Measurement of services level on: Store Utility branch Bank branch  How is possible to involve a customer ? Suggest new technologies and new relationship AIM  Best practice cases  Valuating cases on: costs organizational impacts capital formation business investment achievements 12 HOMEWORK Email your homework to: m.scs@scsconsulting.it