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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?