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1 david smith - imrg

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Transcript

  • 1. Mobile RetailMaster ClassMarch 15, 2011David J Smith – Managing Director
  • 2. IMRG Members
  • 3. The e-retail market position• The majority of British adults now shop online:51%• 82.5% of Britons have internet access• 15% of internet users access via mobile devices Source: BPS IMRG Report April 2010
  • 4. 2010 summary Percentage increase year on year 25 20 15Forecast 13% 10 5 0 Forecast growth Q4 16% Actual 23%
  • 5. 2010% Quarterly Year on Year Growth in IMRG Capgemini E-30 Retail Sales Index25 Total Market20 Multichannel15 Online Only10 Total Market (excluding 5 travel 0 Q1 Q2 Q3 Q4-5
  • 6. Predictions for 2011 – What’s in store? 2011 2010 2011 Forecast £58.8bn £69bn Growth 18%
  • 7. 2011 25 20Forecast 18% 15 10 5 0 Forecast growth 18%
  • 8. 2011 25 20Forecast 18% 15 10 5 0 Forecast growth 18%
  • 9. 2011 25 20Forecast 18% 15 10 5 0 Forecast growth 18%
  • 10. The changing consumer
  • 11. It’s a cross-channel world
  • 12. The changing consumer
  • 13. The changing consumer
  • 14. Consumer behaviour is rapidly changing• 48% of all consumers now own a smart phone* *eCustomerServiceIndex results January 2011 **Social Media Benchmark January 2011 ***Online Christmas activity December 2010
  • 15. Consumer behaviour is rapidly changing• 48% of all consumers now own a smart phone*• 31.79% of smart phone owners have used their phone to shop online for products* *eCustomerServiceIndex results January 2011 **Social Media Benchmark January 2011 ***Online Christmas activity December 2010
  • 16. Consumer behaviour is rapidly changing• 48% of all consumers now own a smart phone*• 31.79% of smart phone owners have used their phone to shop online for products*• 43.06% of smart device owners have used their phone to research products before purchase* *eCustomerServiceIndex results January 2011 **Social Media Benchmark January 2011 ***Online Christmas activity December 2010
  • 17. Consumer behaviour is rapidly changing• 48% of all consumers now own a smart phone*• 31.79% of smart phone owners have used their phone to shop online for products*• 43.06% of smart device owners have used their phone to research products before purchase*• Consumer’s increasingly using social media to interact with brands; Topshop are now actively engaged with well over 1 million customers via Facebook alone** *eCustomerServiceIndex results January 2011 **Social Media Benchmark January 2011 ***Online Christmas activity December 2010
  • 18. Consumer behaviour is rapidly changing• 48% of all consumers now own a smart phone*• 31.79% of smart phone owners have used their phone to shop online for products*• 43.06% of smart device owners have used their phone to research products before purchase*• Consumer’s increasingly using social media to interact with brands; Topshop are now actively engaged with well over 1 million customers via Facebook alone**• Consumers are already using their smart phones on the high street to give feedback, check stock levels and compare prices across retailers* *eCustomerServiceIndex results January 2011 **Social Media Benchmark January 2011 ***Online Christmas activity December 2010
  • 19. Consumer behaviour is rapidly changing• 48% of all consumers now own a smart phone*• 31.79% of smart phone owners have used their phone to shop online for products*• 43.06% of smart device owners have used their phone to research products before purchase*• Consumer’s increasingly using social media to interact with brands; Topshop are now actively engaged with well over 1 million customers via Facebook alone**• Consumers are already using their smart phones on the high street to give feedback, check stock levels and compare prices across retailers*• Internet use over Christmas had increased by 15% in just two short years*** *eCustomerServiceIndex results January 2011 **Social Media Benchmark January 2011 ***Online Christmas activity December 2010
  • 20. Satisfaction across the customer journey Search Search Shopping Homepage (Keyword) (Navigation) Product Basket Purchase Delivery pagesSatisfied eRetail Benchmark mCommerce BenchmarkDissatisfied
  • 21. Best and worst practice across the mobile customer journeySatisfiedDissatisfied
  • 22. Thank youdavid@imrg.org

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