Online Retail World Africa - 13 March 2012

Online Retail World Africa - 13 March 2012 ›

Retail World Africa day 1 - 13 March 2012 ›

Retail World Africa day 2 - 14 March 2012 ›

last modified: 09 March '12

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08.00

Registration and welcome refreshments

08.50

Opening remarks from the Chair

Mr Richard Weeden at Retail World Africa 2012

› Mr Richard Weeden, CEO, Unbuntu Media

Growing e-tailing market share

09.00

Keynote address: How customer service will change the world

Mr Paul Galatis

Paul Galatis is the marketing director at Yuppiechef.co.za where he obsess about brand, design & most importantly, customer experience. He believes deeply that design, user experience, branding and customer experience are deeply intertwined and...

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Strategies to improve your online customer service
Automated sales processes that keep customers in the loop
Invest in online customer service technology

› Mr Paul Galatis, Marketing Director & Partner, Yuppiechef

09.30

2D to 3D: Transforming Classifieds

• Transformation to online: ’User is king’
• New content management approach
• Understanding and aligning your business to Social Networking
• How to stay ahead against a ‘galaxy of competitors’
• Mobile – 4D

10.00

Exhibition opening and morning refreshments

10.30

How to maximise the online sale and ensure a dynamic shopping experience

Ms Caroline Nixon

23 years Retail experience of which 21 of those years were mainly with the Edcon Group heading up Merchandise buying and planning divisions within the group from apparel, footwear, home textiles etc in Edgars, Sales House and Jet all the way to...

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Using personalisation as the key
How to compete with the in-store experience
Web functionalities to engage the customer and complete the sale
How has social media influenced personalisation techniques?
Why use personalisation technologies?
What more can be done to customise the online experience?

› Ms Caroline Nixon, MD Nixon Consulting, Nixon Consulting

Customer engagement and loyalty

11.00

Case study: The Luxlife experience with customer engagement

Mr Mike Eksteen

Mike is the co-founder of Luxlife a luxury lifestyle, online concierge service and ecommerce business. Luxlife was founded in 2009 with Tiaan Rossouw. Mike is responsible for the online advertising, marketing and strategic direction of Luxlife. ike...

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Online customer engagement
Capturing and harnessing a customer’s desire
New theories of customer engagement and shopping
Developing a multi-channel customer experience

› Mr Mike Eksteen, Founder/Owner, Luxlife

11.30

Panel discussion: How to focus and use your web content to push customer engagement and growing loyalty

Mr Andrew Detoit at Retail World Africa 2012

Mr Paul Galatis

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Mr Mike Eksteen

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Using customised content to grow your social media channels
Loads of content – how do you decide what to do with it?
What’s the user-generated content debate all about?
Growing a content library - video is the way to go

› Mr Andrew Detoit, Managing Director, Apple Stuff
› Mr Paul Galatis, Marketing Director & Partner, Yuppiechef
› Mr Mike Eksteen, Founder/Owner, Luxlife

12.15

Rewards, rewards, rewards – innovative ways to increase your share of the consumer wallet

Mr Eron Eyal at Retail World Africa 2012

Rewarding your customer for purchasing – selecting the right partners to make this more appealing
Implementing incentives to increase repeat purchasing online
Promoting a national and international rollout to drive sales
Are rewards the way to drive loyalty?

› Mr Eron Eyal, CEO & Co-founder, Springleap.com

12.45

Networking luncheon and exhibition viewing

14.00

Survival tactics on how to grow in a world filled with bargain-hunters

Mr Johan Dutoit at Retail World Africa 2012

Changes in the online shopping landscape over the last 5 years
Digital as primary marketing tool for quick access to value deals
A great deal – value beyond price and a business model
Loyalty and experience as key ingredients
Value-driven business models – where do you start?

› Mr Johan Dutoit, Business Development Manager, bidorbuy.co.za

14.30

Group Buying as an online retail business model

Ms Kate Jansen at Retail World Africa 2012

• The Groupon story
• How to use Group buying innovation to yield real results
• Utilizing Group buying as a marketing & ROI tool
• The benefits of a collaborative approach: Dispelling a few myths about Group buying

› Ms Kate Jansen, Marketing Manager, Groupon

15.00

Speed networking

15.15

Afternoon refreshments and exhibition viewing

Multi-channel business models

15.30

Online marketing - big occasions and how to survive them

Ms Zoe Taylor at Retail World Africa 2012

· A business built around occasions & how we manage exorbitant growth

Product development and how this assists us to meet our growth targets
Offline marketing for an online business

› Ms Zoe Taylor, Marketing Manager, NetFlorist

16.00

Panel discussion: How to select the right online retail business model that suits your needs and strategy

Ms Caroline Nixon

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Mr Mike Eksteen

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Mobile, email, social – key criteria on how to decide what to do
What makes up a successful customer acquisition programme?
Selecting a model that maintains a consistent message
What’s different about today’s media frequency “sweet spot” vs. days gone by?
Using your current data and knowledge to help you decide

› Ms Caroline Nixon, MD Nixon Consulting, Nixon Consulting
› Mr Andrew Detoit, Managing Director, Apple Stuff
› Mr Eron Eyal, CEO & Co-founder, Springleap.com
› Mr Mike Eksteen, Founder/Owner, Luxlife

Must haves behind the scenes

16.45

Improving customer service and delivery through effective contact centres

Mrs Jenni Schreuder at Retail World Africa 2012

Knowing what to look for to ensure quality within your call centre
Ensuring the team is proactive not reactive
Consistent communication – aligning your call centre with your web and marketing strategies
How to measure customer satisfaction relative to the interaction with your call centre