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Kumar Rajgopalan : Indian Retail in a multi-channel world

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  • 1. Indian Retail in a multi-channel world Feb 27 2014
  • 2. The consumer is changing….. 21st Century Consumer “Share-of-Watch leads to share of wallet”
  • 3. The consumer is changing….. RAI – PWC survey on “Total Retail” , Feb 2014 N = 1000 Convenience Plays.
  • 4. The consumer is changing….. Not just price. Range. “Endless Aisle” RAI – PWC survey on “Total Retail” , Feb 2014 N = 1000 47% of customers spoke about range as the main reason to buy online. 51% mentioned price.
  • 5. Retailers State of Mind Source: Retail Operations Benchmarki ng Excellence Study, ROBES, 2014, RAITCS study Multi-channel and customer experience are key 2014 priorities.
  • 6. Ecommerce channels (non-store channel ) of brick and mortar retailers. Higher growth, higher cash memo size, lower returns. Source: Retail Operations Benchmarking Excellence Study, ROBES, 2014, RAI-TCS study Brick and mortar retailers have found that their online cash memo size is 12% higher than in-store.
  • 7. Ecommerce channels (non-store channel ) of brick and mortar retailers. Higher growth, higher cash memo size, lower returns. Harvesting benefits from “TRUST” Source: Retail Operations Benchmarking Excellence Study, ROBES, 2014, RAI-TCS study Online returns of Brick and mortar retailers are <3% significantly lower than pure-play Etailers.
  • 8. Environmental triggers for Retail 3.0
  • 9. Coping with a multi channel world
  • 10. How do retailers cope with “Showrooming”? • By accepting it as a fact of life. • There will be customers of the market places who come to us for the service experience. • We have found “Click and Collect” to be a viable solution. Duncan Grant, Multichannel Director, The Entertainer We need to ask “What can I do that others can’t?”
  • 11. Learnings from the UK Market. Four facts about the UK market in terms of market maturity: 1. Every UK resident has a bank account 2. 76% of UK residents have smart phones 3. All families have a tablet 4. The courier / postal system covers most of UK. In spite of that online sales at a market level is at 10%. Online sales in the UK = £ 7 bn.
  • 12. Things to think about : Purchase process “Found it. Can you pay for it…?” Multi channel can deliver new purchase paradigms.
  • 13. Summary Build on Trust. Create “Endless Aisles” Increase “Share of watch” Plan for Retail 3.0 Range / Quick Check-out of online PLUS Instant gratification of Brick and Mortar. Puchaser Payor User
  • 14. India retail snapshot Feb. 2014 “Build for Value, not Valuation” – Kishore Biyani @ the Retail Leadership Summit, Feb 2014. © Retailers Association of India
  • 15. Indian Retail in a multi-channel world Feb 27 2014