Microsoft Case Competition CX Business section 1
Initiate Group “Alternative choice” Shaporenkov Kirill Phone number: 89268948650 Email: aqua 3 aqua@gmail. com Milaeva- Efimova Elizabeth Phone number: 89645857272 Email: elizaveta. milyaeva @gmail. com Savelova Inessa Phone number: 89030093995 Email: sav_inessa. mos @mail. ru Ivanova Vera Phone number: 89163831665 Email: ivanova. v-e-r-a@yandex. ru 2
Customer Cycle Prepurchase • Shop-application • Shop pack for Windows • Virtual shop assistant Purchase • Quest game • Info access Post. Purchase • Service pack for Windows 3
Pre-purchase Post-purchase • Shop-application. Web-catalogue with discription of the goods and access to the Internet-shop. • `Detskiy Mir` application for Windows Shop pack for Windows Detskiy Mir` application for Windows has some information about your child (age, gender, preferences, date of birth, favorite game) and can inform you about the recent special offers in `Detskiy Mir` and discounts on your favorites goods, select the desired gifts for birthday and other holidays (in accordance with the preferences of the child specified in the application form during the registration) Shop assistant • Virtual shop assistant – a real person who contact you through a web camera and can help you to choose the goods for your child 4
Pre-purchase Quest game Info access Purchase Post-purchase Installation of the Kinect in different parts of the store depending on the category of goods and the age of participant. The participant goes through several stations and receives a marks of passage. A Kinect-device is located at each station and allows a participant (child) to fully immerse himself in the reality of the game, for example, the game of tennis. Around the Kinect-point are located the goods associated with the game. In the end of the quest every child can get the prize-toy. Informational terminals based on Windows 8 platform Product search: 1)Access to the catalogue of products (information about availability in the shop/in the storehouse 2)Interactive map of each section and of the whole shopping place Making a purchase: 1) Order goods directly through the terminals 2) Optimisation of the cash registers operation by means of distributing customers 5
Pre-purchase Service pack for Windows Purchase Post-purchase Windows 8 Service Pack is an application program that provides creating comments on product quality, ordering delivery, sending for a technical support specialist, creating online-application for expressexchange of defective product, issuing refund. This service is also available on Windows. Phone 8. 6
Measures 2012 2013 2014 2015 Number of visitors, min. 73 78 82 84 Percentage of loyal customers 5% 9% 14% 17% Revenue 846269 964746 1090163 1220983 Number of clients, mln people 75 87, 2 93, 1 99, 7 Costs 10 596 14 000 12000 11000 7
Prospects of client base growth Today At average Detsky Mir loses 20% of potential loyal customers. Future We came to the conclusion that our suggested solutions can attract around 15% more loyal customers in current conditions of 10% annual market growth rate 8
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