2016 deloitte case competition presentation by the d.r.e.a.m. team

ATOZ.COMTHE D.R.E.A.M TEAM 1992Sergio BaltazarTalia SharppKobe WashingtonJosh WilliamsBenjamin Webster

D.R.E.A.M.

Efficiency

ResilienceDetermination

AudacityMovement

AGENDA

FilmTime-outGame plan

• Determination• Resilience• Efficiency• Audacity• Movement

Buzzer beater

ATOZ.COM

1. Awareness2. Evaluation3. Purchase4. Try product5. Keep or return product6. Return to website7. Join loyalty programs

• Online retailer worth $5 billion• Biggest competitor is Amazon

• Worth $65 billion

Customer Lifecycle

FILM

FILM

FILM

FILM

• Decreasing profit• Stagnating growth• Poor customer loyalty and retention• Weak post-purchase service satisfaction

TIME-OUT

TIME-OUT Strengths Weaknesses• Established niche• High quality product• Customer attraction• Customer acquisition

• Decreasing profit• Stagnating growth• Poor customer loyalty and

retention• Weak post-purchase service

satisfactionOpportunities Threats • Increase in online retail sales• Reaching specialty markets• Optimizing shipping methods• Search engine optimization

• Intense competition in industry• Risk of foreign exchange

fluctuation• Buying power of competitors• Data security

GAME PLANDETERMINATION – RESILIENCE – EFFICIENCY – AUDACITY – MOVEMENT

DETERMINATION

Loyalty efforts Membership program

Discounted shipping rates Access to exclusive services Dollar rewards program Search engine rewards program

RESILIENCE

Return policy Waive return fees Re-usable packaging Access to paid postage stickers

EFFICIENCY

Acquire unique companies Chegg Tidal Postmates J.W. Pepper

AUDACITY

Personalize customer experience Customer profiles

Weekly discounts on relevant products Avatars created with Intel technology Product filter system

Chatbots

MOVEMENT

Alter shipping policy Free standard shipping for purchases over $25 Major holidays

Discount on next purchase Free express shipping Full immediate refund for unsatisfactory experience

Execute new shipping methods Local distribution centers for pick-ups Package pick-up centers on minority serving campuses Local package delivery service

BUZZER BEATER

BUZZER BEATER

D• Increase loyalty efforts through membership program

• Discounted shipping, exclusive services, dollar and search engine rewards program

R• Alter refund policy to increase customer satisfaction

• Waive return fees, re-usable packaging, postage stickers

E• Acquire unique companies

• Chegg, Tidal, Postmates, J.W. Pepper

A• Personalize customer experience

• Customer profiles and Chatbots

M• Alter shipping policy

• Free standard shipping and major holiday policy changes

BUZZER BEATER

Numbers

New Customers per Year

35%

Customer Retention Rate

50%

Average Spend per Customer

$120

Current Customer Count

3,225,250

Before Numbers

New Customers per Year

50%

Customer Retention Rate

65%

Average Spend per Customer

$150

Current Customer Count

4,000,000

After 1 year

QUESTIONS?