An insight into the the bookdepository s sucess and the challenges facing online retailers
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An insight into the The BookDepository’s sucess and the challenges facing online retailers Will Jones September 2009 An insight into The BookDepository’s success Customer proposition Innovation A world view The long tail Growth Internal excellence Community engagement The future

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An insight into the the bookdepository s sucess and the challenges facing online retailers l.jpg

An insight into the The BookDepository’s sucess and the challenges facing online retailers

Will Jones

September 2009


An insight into the bookdepository s success l.jpg
An insight into The BookDepository’s success challenges facing online retailers

  • Customer proposition

  • Innovation

  • A world view

  • The long tail

  • Growth

  • Internal excellence

  • Community engagement

  • The future


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Simple & Unique Customer Selling Points challenges facing online retailers

  • Access to a unparalleled range of books despatched within 48 hours (over 2.4 million titles)

  • Free worldwide delivery to over 90 countries

  • Keen prices


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The Long Tail Specialist challenges facing online retailers

Nielson Bookscan

700k titles sold UK Market ‘07

TBD also 700k


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Global Supply challenges facing online retailers

  • Over 50% of sales are international

  • 130,000 shipments a week to over 90 countries

  • Customer Service hours 6am-2am 7 days a week

  • The systems behind The Book Depository supply chain systems are being developed as part of a multi-agent research project at The University of Bath - part sponsored by the Engineering & Physical Research Council


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Innovation & Excellence challenges facing online retailers

  • Price checking over 2 million titles per day, and re-pricing according to market conditions, currency and costs in each territory.

  • Best in Class website – Search, Shopping Basket – Independently measured.

  • Virtual Warehouse grown to over 2.4 million titles available within 48 hours far surpassing competition.

  • Free Delivery to over 90 countries, only e-retailer known to do this.

  • Introduction of additional methods to serve our customers; dollar settlement, Euros, Amex and PayPal.

  • A simple, no registration required, two page checkout process. Delivering site conversion of over 10%


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Structural orientation towards challenges facing online retailers

  • Distribution and supply chain excellence

  • Ability to deliver robust web solutions quickly

  • Focus on delivering customer service

  • Ability to manage pricing models effectively to deliver volume and profit


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Supplier Matrix challenges facing online retailers

Daily Price and Availability feeds

Publisher

Publisher

Publisher

Wholesale Suppliers UK

Distributors

Publisher

Publisher

Publisher

Wholesale Suppliers US

Publisher

Publisher

Publisher

Retail

Gloucester DC

Print on Demand


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Sales Growth challenges facing online retailers

Every year The Book Depository has returned a profit.


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The Future challenges facing online retailers

  • Launching of additional tailored international sites for EU/AU/HK

  • Launching of Espressio, the company that will empower people to publish themselves and sell their own titles inexpensively

  • BibDib.com – a platform for digital distribution and data handling

  • Further utilising our core competences to sell additional products to trade and customers


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The challenges facing online retailers challenges facing online retailers


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Recession Bounce challenges facing online retailers


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Value and value add challenges facing online retailers


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One thing after another challenges facing online retailers

Phase 1 Phase 2 Phase 3 Phase 4 Phase 5

Dotcom Burst Steady Integration

Crisis of retail

People accessing and buying

Growth in marketing

Crisis of service

Growth in collaboration

Crisis of red tape

Growth in consolidation

Crisis of control

Growth through direction

Crisis of trust/confidence

Growth through creativity

Young 1994 --- 1999 --- 2004 --- 2006 --- 2009

Maturity

After Greiner 1972


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Engagement and Marketing challenges facing online retailers


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Questions and answers challenges facing online retailers