mohawk: jana kanyadan
TRANSCRIPT
JANA KANYADANCIO, Mohawk Industries Inc.
CREATING CHERISHED EXPERIENCESThrough Customer 360 Engagement
Always in Style.ALWAYS IN STYLE
The Best Flooring In The World• Founded 1878• 30 Flooring Categories• $9 Billion in Revenue• 32,100 Employees
Always in Style.ALWAYS IN STYLE
Mohawk Industries is a leading global flooring company that creates beautiful and functional spaces for smart living
around the world. Our brands are among the most recognized in the
industry.
HQ: Calhoun, GA
Stock: MHK
Employees: 40K
Sector: Consumer Prods
Always in Style.
Always in Style.ALWAYS IN STYLE
The Best Customers In The World• End Consumers – Residential and Commercial.• Channel Partners – Small and Large
5
Silo’d channels and sales org … Seamless “Path to Purchase” Experience Data in binders and pretty charts … Where is Information that drives action? Health of the business… Backward, Real time and Forward Views …
How is Mohawk changing?
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What is the Opportunity …
5
6
DISCOVERNEED
RESEARCH
DESIGN
SCHEDULEINSTALL
BUY INSTALL
INSTALLISSUE
POSTPHOTOS
REPAIRRIP
REMOVESTAIN
PLANPARTY
JOINGROUPS
CLEAN
BUY
DESIGN
REFERFRIENDS
POSTVIDEO
WEB
DIGITAL ADS
WORD OFMOUTH
SOCIALTV
RETAILSTORE
WEBSHOP
REVIEWS
RETAILSTORE
WEBSHOP
CONTACTCENTER
RETAILSTORE
SOCIAL
WORD OFMOUTH
SOCIAL
SUPPORTPORTAL
?
SEARCHKW/ ADS
WEBSHOP
WEB
SHORTLIST
CONTACTCENTER
WEB
SOCIAL
RETAILSTORE
SCHEDULEINSTALL
INSTALL
SOCIAL
A unique adventure..SUPPORTPORTAL
?
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SHOP &BUY
RESTARTSERVICE
SHOP &BUY
SHOP &BUY
RECEIVEPACKAGE
MISSINGITEM
SETUPPHONE
BILLINGISSUE
PHONEDAMAGE
TERMINATESERVICE
NETWORKISSUE
DISCOVERNEED
REFERFRIENDS
JOINGROUPS
RESEARCH
DESIGN
SCHEDULEINSTALL
BUY INSTALL
INSTALLISSUE
POSTPHOTOS
REPAIRRIP
REMOVESTAIN
PLANPARTY
JOINGROUPS
CLEAN
BUY
DESIGN
REFERFRIENDS
POSTVIDEO
WEB
DIGITAL ADS
WORD OFMOUTH
SOCIALTV
RETAILSTORE
WEBSHOP
REVIEWS
RETAILSTORE
WEBSHOP
CONTACTCENTER
RETAILSTORE
SOCIAL
WORD OFMOUTH
SOCIAL
SUPPORTPORTAL
?
SEARCHKW/ ADS
WEBSHOP
WEB
SHORTLIST
AWARENESS
DISCOVERY
CONSIDERATION
ACTIONACTION
ADVOCACY
ADVOCACY
CONSIDERATIONINTEREST
USE
CONTACTCENTER
WEB
SOCIAL
RETAILSTORE
SCHEDULEINSTALL
INSTALL
SOCIAL
…can be planned for.SUPPORTPORTAL
?
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One customer.
SHOP &BUY
RESTARTSERVICE
SHOP &BUY
SHOP &BUY
RECEIVEPACKAGE
MISSINGITEM
SETUPPHONE
BILLINGISSUE
PHONEDAMAGE
TERMINATESERVICE
NETWORKISSUE
REFERFRIENDS
POSTREVIEW
JOINGROUPS
POSTVIDEO
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Many adventures.
SHOP &BUY
RESTARTSERVICE
SHOP &BUYSHOP &
BUY RECEIVEPACKAGEMISSING
ITEM
SETUPPHONE
BILLINGISSUE
PHONEDAMAGE
TERMINATESERVICE
NETWORKISSUE
REFERFRIENDS
POSTREVIEWJOIN
GROUPSPOSTVIDEO
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Infinite possibilities.
SHOP &BUY RESTART
SERVICE
SHOP &BUYSHOP &
BUY RECEIVEPACKAGEMISSING
ITEM
SETUPPHONE
BILLINGISSUE
PHONEDAMAGETERMINATESERVICE
NETWORKISSUE
REFERFRIENDS
POSTREVIEWJOIN
GROUPS POSTVIDEO
Always in Style.ALWAYS IN STYLE
Flooring is personal.Our customers want a special experience every time they take a journey with us.
Always in Style.ALWAYS IN STYLE
To create cherished experiences required a shift from the fire hose…
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…to the spoon.ALWAYS IN STYLE
Always in Style.ALWAYS IN STYLE
Which requires a new formula for engagement.
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End-to-End Process Execut ion
Harmonized Digital and Physical Adventures
Growth in Cherished Experiences& Profitable Customers
Real-t ime Customer Insight
ALWAYS IN STYLE
Always in Style.ALWAYS IN STYLE
Mohawk implements it with eMPower16
Always in Style.ALWAYS IN STYLE
THREE KEY AUDIENCES1. End Consumers2. Channel Partners3. Sales & Store Managers
eMPowerConsumer
eMPowerCustomer
eMPowerSales
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eMPowered End Consumers• IMMERSIVE online and store experience• Social Dynamics and Engagement• Collaborative Communities (owners, designers, installers)• Digital Dialogue• Consistent Experience at Every Touch Point
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Always in Style.ALWAYS IN STYLE
SEO traffic has grown 34% YoY
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Billions of Search Impressions
Millions of Site Visitors
Thousands sent to Channel Partners
Hundreds+ % in ROI !
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Mohawk’s Fashion Flooring Design tool help Consumers decide products and guides them to the store of convenience
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Inspiration meets Incentives! Creates Stickiness for Mohawk Products
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Inside the store…
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Immersive Experience Continues … Touch Screen Meets Touch Products!
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Consumer Experience integrated with POS system. Personalized Experience meets Upselling and Revenue!
ConsumerStore Manager and Sales Personnel
Device Awareness
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Always in Style.ALWAYS IN STYLE
eMPowered Customers• IMMERSIVE online and store experience• Self Service and Automation - Mobile Everywhere• Closed Loop Lead Management• Collaborative Communities (owners, architects, contractors)• Enhanced Intimacy Across All Channels
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Social Dynamics and Engagement integrated to Samples selection and ordering.
ALWAYS IN STYLE
Always in Style.ALWAYS IN STYLE
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Auto generation of sales orders are created based on samples and products placed in cart.
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InventoryAccuracy…
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Real-time inventory integrated to POS and Order Processing
RFID = Accurate Inventory
ALWAYS IN STYLE
Always in Style.ALWAYS IN STYLE
eMPowered Sales & Store Managers• Analytics Driven Selling – Big Data met Mobility• Customer 360 – Sales and Market Opportunity• Track and Trace• Seamless Sales, Stores and Service experience
1s t Gene ra t ion
CUSTOMER RECORD
Departm enta l / Channe l S ilos
SERVICE
SALES
MARKETING
COMMERCE
2 nd Gene ra t ion
‘Mult i’-channe l CRM Suit e s
CU
STO
MER
REC
OR
D
SALES &SERVICE
MARKETING
COMMERCE
3 rd Gene ra t ion
Om ni-channe l Engagem ent P la t form
CONTEXTUAL MARKETING &SERVICE
SALES &COMMERCE
CUSTOMER INTELLIGENCE
PHYSICAL &DIGITAL EXPERIENCE
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The evolution from CRM to CEC
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Sales Superstar Program
Approve&
PrioritizeTop
5Pane
l
Ops
Super Star TM
Two key goals of ‘Superstars’:
1. Focus Reps on most important items by customer type; eliminate “noise”• Sales Action List
1. Prompt Reps to show select solutions to individual customers • Market / Sales
Opportunity
TEXTURE $14 - 17
Fiber Category
Fiber Brand
Selling Style Back Code
Brand New Intro
Wgt Lstr Col Den Sft REGRANK
National
Rank
Dealer Price
Price Level
TM3 Roll
Price
12 MnthSales
NYLON SM ISLANDER'S PARADISE A MCC N 52 MID SOL DEN TRD B C 18.81 >TM1 15.57$ NYLON WD AMERICAN BEAUTY - 1J41 A WWC N 44 DUL SOL STD SFT B B 17.19 >TM1 14.13$ NYLON WD FASHION DISTRICT - 1M99 A WWC N 44 DUL SOL STD SFT A A 16.11 TM1 14.13$ TRIEXTA SO SMART COLOR - 1I40 A MCC N 40 BRT SOL STD SLK A A 16.11 TM1 14.13$ 655$ TRIEXTA SS BRILLIANT DESIGN A MCC N 50 BRT SOL STD SLK A A 15.84 TM2 16.83$ 1,278$ NYLON WD SP465 - SP465 A HZN N 46 MID SOL STD TRD A B 14.85$ POLYESTER ES SP180 -SP180 A HZN Y 60 MID SOL DEN SFT A A 14.76$ POLYESTER ES SP177 - SP177 A HZN Y 58 MID SOL DEN SFT B A 14.76$ TRIEXTA SS PENHURST PLACE A ALD N 60 DUL SOL STD SFT B B Yes Yes 14.00$ 500$ TRIEXTA SS PERFECT MIX A ALD Y 45 MID TON STD SFT A A 14.67$ TRIEXTA SS BELCHAMP HALL A ALD N 50 DUL SOL STD SFT C B 14.67$
RECOMMENDED PRODUCTS
Provide Sales with Actionable Information that drives Specific Actions
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Always in Style.
Want/Need
Info Search
Evaluate
Purchase
Service
BrandAwareness
BrandPreference
BrandRecognition
BrandLoyalty
WEB
SITE
/ M
OB
ILE
WEB
/ S
EAR
CH
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PIM
S / E
CO
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ERC
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Ado
be/[y
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Selli
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Ser
vice
–C
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AU
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TIC
ATED
WEB
EXP
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NC
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Buying Cycle fillsthe Sales Funnel
Marketing activitiescomplete the Profile
InspirationalThought leadership
Event-triggered emails
Market solutions
Guided Selling
Online chatOnline product selection
Email+ Location
+Interests+ Market+ Cust Type
MA
RK
ETIN
G A
UTO
MAT
ION
–[y
] Mkt
g
Webcasts
Search engine marketing
Preferences
TCO whitepapersProduct comparisons
and reviews
Request a Quote/ Lead GenTrack shipment
Expert LocatorCare and Maintenance
+ Products+ Channelpartner+ timeframe
=Targeted, Relevant & Proactive
MO
BIL
E A
PPS
–SA
P M
obile
Mobile apps
Mobile apps
Mobile apps
ANALYTICS / METRICS
Expert Locator
Always in Style.ALWAYS IN STYLE
Engage every consumer.every channel partner.every journey.every adventure.
EVERY TIME!