Russell Harte
Biggest health and beauty website in the UK, growing rapidly, loyal customer base, uk leading loyalty card with 16 million users.
But lots of competition on the market.
Why change : future
The web has not always been seen as a great channel in the company. Here is the evolution over the years.
- a lobbyist pursuite
- massive indigestion
- just another shop
- back on the radar
- complete multichannel integration
3 questions
- what do customer want?
- what would Jesse Boot (founder of the company) do with the Internet?
- what do our shareholders want?
How to change : engage
Internal engagement of the company employees : Shops, Logistics, Experts, Brand
External engagement + Partners
What to change : deliver
Selected a consultancy to helpp through the initial phase. It lasted 6 weeks, to review the different technology options. They generated about 700 requirements. 2 potential platform vendors and 6 potential integrators. 1 year and a half from the beginning to the live website.
At a result, everything single technology in the website has changed except SAP.
Next : mobile? in-store kiosks?
“Success is not final, failure is not fatal, it is the courage to continue that counts.” Winston Chruchill
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