Fujitsu Pan - European Survey 2013

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The store in a Multi - Channel Environment
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Store efficiency or customer experience ?

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Fujitsu Pan - European Survey 2013

  1. 1. 0Fujitsu Pan-European Survey 2013The store in a Multi-Channel Environment - Store efficiency or customer experience ?Part I : Stores will be the hub for the retailer’s engagementwith the ‘connected’ customerNicolas SAUTIERHead of Marketing for Retail IndustryFujitsu CEMEA&ICopyright 2013 FUJITSU
  2. 2. 1Survey Perimeter Main TopicFuture of the Store in a multi-channel Environment :How to turn today’s challenges into tomorrow’s successesthrough improvement of Store efficiency and customerexperience? Method and timeline Retail Survey Phase1: Qualitative - 20 face-to-face andover-the-phone interviewees, September /November2012 Retail Survey Phase1: Quantitative - 161 intervieweefrom January /February 2013 Novametrie, the specialist provider of opinion leaderresearch, was commissioned by Fujitsu to undertakeindependent research with senior managers in retailbusinesses in France, Germany, Italy, UnitedKingdom, and other countries (including multiplecountries covered by HQ representatives).What is your vision about thefuture of the stores in yourcompany ?What are challenges of the stores ?Store efficiency or customerexperience ?How do you value technologies tosupport Store Efficiency or CustomerExperience ?What about your customer datasacross systems and organisation ?Which technologies do you want touse in the future ?Copyright 2013 FUJITSU
  3. 3. 2Main InsightsStore customer knowledge data needs to be integratedinto a single view of the customerCustomer DatasStores will be the hub for the retailer’s engagementwith the ‘connected’ customerMulti-ChannelFuture of StoresStore priorities – driving sales and managing peopleStore ChallengesStore operators are seeking a blend of experience andefficiencyCustomer ExperienceStore EfficiencyStore technology projects are delivering multi-channelsolutions – the store is not alone anymoreStoreTechnologiesCopyright 2013 FUJITSU
  4. 4. 3Stores will be the hub for the retailer’sengagement with the ‘connected’ customerCopyright 2013 FUJITSU
  5. 5. 4Stores will be the hub for the retailer’sengagement with the ‘connected’ customer.“Its the central hub of every activity”“Combining proximity and digital”“To make the web work better with thestores and the stores better with theweb”“The store must be a customerexperience, something pleasant wherethe products are highlighted"Copyright 2013 FUJITSU
  6. 6. 5The importance of stores has been rising10 extremelyImportant1 totally noimportant9% 13% 14% 16% 16% 16% 5%9%0% 20% 40% 60% 80% 100%Europe 6,55,67,46,85,4CountryFood> 1000m²Non food> 1000m²6,37,0Store typeGlobalFujitsu Pan-European Retail Survey 2013 – N=161How has the importance of the concept of "store“ changed during the last three years?Copyright 2013 FUJITSU
  7. 7. 686% of respondents defined stores as a place forservice58%67%76%81%86%A pick-up pointA place of events,discovery andexperiencesExposure to the brandA shopping pointA place for serviceCountry Store typeFood> 1000m²Non food> 1000m²72% 94%56% 91%45% 88%70% 46%50% 76%47%75%51%69%Fujitsu Pan-European Retail Survey 2013 – N=161Thinking about the role “store”, to what extent do you agree or disagree regarding the following statements? The store is ...Copyright 2013 FUJITSU
  8. 8. 7mean is > 0,3 higher compared to Globalmean is  0,3 lower compared to GlobalGlobalFood> 1000m²Non food> 1000m²Hypermarket and supermarket 6,8 6,7 6,5 7,8 5,8 7,9 6,5City-centre urban model 6,9 6,9 7,2 7,1 6 7,0 7,1Click and collect 6,1 5,5 6,8 5,5 6,3 6,9 5,6Drive 5,6 5 6,2 5,8 5,4 6,3 4,9Online shopping 7,2 8,1 7,3 6,8 6,5 7,6 7,2The attractiveness of the online shopping todayFujitsu Pan-European Retail Survey 2013 – N=161How do you rate the attractiveness of the following distribution model?Copyright 2013 FUJITSU
  9. 9. 8… and in the futuremean is > 0,3 higher compared to Globalmean is  0,3 lower compared to GlobalHypermarket and supermarket 5,8 5,6 5,8 6,9 4,4 7,3 4,8City-centre urban model 6,5 6,4 6,8 6,7 5,6 6,9 6,1Click and collect 6,3 5,8 7,2 5,9 5,9 6,0 5,3Drive 5,6 4,9 6,3 5,5 5,5 6,9 4,5Online shopping 7,8 8,5 8,2 7,3 7,3 6,9 7,4Global Food> 1000m²Non food> 1000m²Fujitsu Pan-European Retail Survey 2013 – N=161How do you rate the importance of the following distribution models for the future of your business?Copyright 2013 FUJITSU
  10. 10. 9Stores will be the hub for the retailer’sengagement with the ‘connected’ customerThe store is still the fundamental shopping channel for retailers and their customers acrossEurope; however its role and operating model are changing rapidly to the meet the needs of themulti-channel shopperService is becoming a key value add for the store –this includes both service efficiencies (like Click‘n’ Collect) but also service experience (like product discovery and sales associate interaction);product is key but the store needs to provide a differentiating ‘wrapper’ to convert customers to buy(or price comparison will always win!)Stores are where the retailer can realise the ‘physical’ brand experience for the shopper tocomplement and be consistent with the ‘on line’ and ‘mobile’ brand experience – this is what multi-channel really meansCopyright 2013 FUJITSU
  11. 11. 10Coming Soon …What is your vision about the future of the stores in your company ?Stores will be the hub for the retailer’s engagement with the‘connected’ customerWhat are the challenges of the stores, indicators and improvement area around storeefficiency and customer experience ?Store priorities – driving sales and managing peopleHow do you value technologies to support Store Efficiency or Customer Experience ?Store operators are seeking a blend of experience andefficiencyWhat about your customer datas across systems and organisation ?Store customer knowledge data needs to be integrated into asingle view of the customerWhich technologies do you want to use in the future ?Store technology projects are delivering multi-channelsolutions – the store is not alone anymoreCopyright 2013 FUJITSU
  12. 12. 11Fujitsu Point of ViewCopyright 2013 FUJITSU
  13. 13. 12Fujitsu in Retail – who we are Global IT products and services provider – ranked No.3 Revenue: $55bn Japanese parent, operating in over 100 countries Global retail business for local, regional and globalretail customers Retail products, solutions and services – founded onour own IP Global product design and build, solution deliverycenters and retail ‘centers of excellence’ Leader in technology innovation ($2.8B R&D)Copyright 2013 FUJITSU
  14. 14. 13RetailFujitsu in Retail – what we offerRetailSolutionsSelf ServicePoS Mobile Scan & PayRetailServicesDigital Media(network distribution)Retail as a Service IT ApplicationServicesEnterprise ITincluding networksRetailApplicationsPoS Social/CRM Business Analytics(including Big Data)Cloud SolutionsStore & MobileManaged ServicesCopyright 2013 FUJITSU
  15. 15. 14Delivering adifferentiatedcustomerexperienceDriving downcosts,improvingefficienciesFujitsu in Retail – our point of viewCopyright 2013 FUJITSU
  16. 16. 15RetailersStores withFujitsu SolutionsCountriesRevenuend WW MarketRetail ApplicationsYears« One-stop- shop » Offering50082 000521,496 Md$2301Fujitsu in Retail – who we areCopyright 2013 FUJITSU
  17. 17. 16Customers – who we work withCopyright 2013 FUJITSU
  18. 18. 17Fujitsu in Retail – who we work with 703 UK stores Core IT support andmaintenance PoS solution (PCMS)service and support Multi-channel solutions Card payment services 750 Australia stores Fujitsu PoS applicationdesign, developmentand QA Store IT supplyand maintenance Fujitsu is Boots ITservices partner in thestore 2500 stores Technology, store IT,helpdesk Ahold Europe hasselected FujitsuRetail Suite includingGlobalSTORE PoSapplication Roll out continuing2013 3,000 US stores "Pay per Use per Store"IT services "Bundled" hw, sw & services Live June 2012 2,000+ stores in 10countries incl. Russia andChina Retail IT technology andservices including PoS andself scanning Supply, support andservice all paymentstationsCopyright 2013 FUJITSU
  19. 19. 18What makes us different…Copyright 2013 FUJITSURetailFujitsus IP investedin retail products,software and servicesEnterprise IT Global ReachIT integration – frontand back office,retailing in the cloud,third party partnersGo with the customer– scale, service,delivery centers andpartnersImproved Store Efficiency and Differentiated Customer ExperienceThe Retailers IT Company
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