Trends 2014
Connecting with the
Connected Customer
10 trends for multichannel retailers in 2014

COPYRIGHT ianjindal.com a...
Trends

!

!
1. Mobile, mobility and Tablets!
2. Delivery!
3. Click and Collect!
4. IRIS!
5. Seamlessness

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Ian Jindal
@etail @ianjindal

!

COPYRIGHT ianjindal.com and InternetRetailing.net

February 13, 2014
No silos

!

COPYRIGHT ianjindal.com and InternetRetailing.net

February 13, 2014
1

Mobile and mobility

!

Always, always on…

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February 13, 2014
Mobile, mobile everywhere



European Smartphone users (%)!

2013 MobiLens research

COPYRIGHT ianjindal.com and InternetR...
TITLE

Mobile and tablet use - while watching
TV!

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February 13, 2014
TITLE

Mobile will be 61% of web traffic by 2016!

•  Twitter - 2.1bn searched a day; 80% mobile
•  YouTube - 100hrs/minute...
TITLE

Touch-first design!

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February 13, 2014
TITLE

Touch-first design - House of Fraser

Swipe-able; touchable…!

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Fe...
2

Delivering

!

… on our promises

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February 13, 2014
TITLE

Delivery promise is a key aspect of selling!

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February 13, 2014
Delivery promise is a key aspect of
selling!

Customers

Retailers

•  46% abandon due to delivery
concerns (IMRG)
•  50% ...
Collection – beyond store and home!

Amazon lockers in malls!

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Collect+...
3

Click and Collect

!

Let s make it about you

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17

February 13, 2014
25% of online orders are for collection in
store, but…!

Halfords – 86% of orders are for click and collect!

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TITLE

Click and collect – more than a button!!

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February 13, 2014
TITLE

Web to store integration!

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20

February 13, 2014
TITLE

Multichannel customers are worth 4x - an
additional advantage of click and collect!

•  Multichannel customer worth...
4

In-store

!

Digital renaissance of the
store

COPYRIGHT ianjindal.com and InternetRetailing.net

February 13, 2014
The store is important to our customers!

The store is used to fulfil and to inspire!

Customers use of channels

•  44% al...
Mobile in store



European Smartphone users (%)!

2013 MobiLens research

COPYRIGHT ianjindal.com and InternetRetailing.n...
Digital is in-store!

John Lewis - StyleMe!

COPYRIGHT ianjindal.com and InternetRetailing.net

Significant impact on store...
Digital is in-store!

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February 13, 2014
TITLE

28

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February 13, 2014
Store, data, social…!

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February 13, 2014
5

Seamless

!

Mind the gap

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February 13, 2014
6
STAFF

!

The way they make you feel
COPYRIGHT ianjindal.com and InternetRetailing.net

February 13, 2014
TITLE

Impact of store employees on
purchasing!

Be as empowered as our
customers
Knowledge as a key
indicator within
cust...
Social inside the business

7
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February 13, 2014

!
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February 13, 2014
8

B2C

!

Brands to customer

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February 13, 2014
TITLE

COPYRIGHT ianjindal.com and InternetRetailing.net

36

February 13, 2014
9
COPYRIGHT ianjindal.com and InternetRetailing.net

Product love

!

February 13, 2014
COPYRIGHT ianjindal.com and InternetRetailing.net

38

February 13, 2014
COPYRIGHT ianjindal.com and InternetRetailing.net

39

February 13, 2014
COPYRIGHT ianjindal.com and InternetRetailing.net

40

February 13, 2014
10
COPYRIGHT ianjindal.com and InternetRetailing.net

Other trends

!

41

February 13, 2014
10

Other trends

!

International, Internet of Things, Big
Data, Insight, Wearable Technology
… many more – but we’re tal...
10

TOTAL RETAIL [tm]

COPYRIGHT ianjindal.com and InternetRetailing.net

February 13, 2014

!
Trend -> action

!

•  Body Level One!
–  Body Level Two!
•  Body Level Three!
–  Body Level Four!
»  Body Level Five

COP...
TITLE

Thank you !

•  www.ianjindal.com!
•  ian@jindal.net!
•  @ianjindal!

• 
• 
• 
• 

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Ps258 2014 Trends in multichannel retail - keynote for ScotlandIS, February 2014

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I gave a presentation to the ScotlandIS eCommerce Conference in Glasgow, February 2014, on the trends in eCommerce and multichannel retailing.

This was followed by a Q&A and panel discussion, details of which are available on the ScotlandIS website.

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Transcript of "Ps258 2014 Trends in multichannel retail - keynote for ScotlandIS, February 2014"

  1. 1. Trends 2014 Connecting with the Connected Customer 10 trends for multichannel retailers in 2014 COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014
  2. 2. Trends ! ! 1. Mobile, mobility and Tablets! 2. Delivery! 3. Click and Collect! 4. IRIS! 5. Seamlessness COPYRIGHT ianjindal.com and InternetRetailing.net ! 6. Staff! 7. Social inside the business ! 8. B2C - Brand to Consumer! 9. Product! 10. Total Retail [TM] February 13, 2014
  3. 3. Ian Jindal @etail @ianjindal ! COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014
  4. 4. No silos ! COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014
  5. 5. 1 Mobile and mobility ! Always, always on… COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014
  6. 6. Mobile, mobile everywhere
 
 European Smartphone users (%)! 2013 MobiLens research COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014
  7. 7. TITLE Mobile and tablet use - while watching TV! COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014
  8. 8. TITLE Mobile will be 61% of web traffic by 2016! •  Twitter - 2.1bn searched a day; 80% mobile •  YouTube - 100hrs/minute uploaded, 1 Billion users/month; 25% mobile •  Facebook - 70% of activity photo-based; 70% mobile ! COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014
  9. 9. TITLE Touch-first design! COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014
  10. 10. TITLE Touch-first design - House of Fraser
 Swipe-able; touchable…! COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014
  11. 11. 2 Delivering ! … on our promises COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014
  12. 12. TITLE Delivery promise is a key aspect of selling! COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014
  13. 13. Delivery promise is a key aspect of selling! Customers Retailers •  46% abandon due to delivery concerns (IMRG) •  50% looks for delivery data when they start to shop •  80% want progress updates after purchase (SMS and Email - 89% preference)! •  •  •  •  COPYRIGHT ianjindal.com and InternetRetailing.net 72% - next day 44% - click and collect 18% - 6pm for next day Amazon - Sunday delivery trials February 13, 2014
  14. 14. Collection – beyond store and home! Amazon lockers in malls! COPYRIGHT ianjindal.com and InternetRetailing.net Collect+ Kiala convenience stores February 13, 2014
  15. 15. 3 Click and Collect ! Let s make it about you COPYRIGHT ianjindal.com and InternetRetailing.net 17 February 13, 2014
  16. 16. 25% of online orders are for collection in store, but…! Halfords – 86% of orders are for click and collect! COPYRIGHT ianjindal.com and InternetRetailing.net Significant impact on store infrasture February 13, 2014
  17. 17. TITLE Click and collect – more than a button!! COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014
  18. 18. TITLE Web to store integration! COPYRIGHT ianjindal.com and InternetRetailing.net 20 February 13, 2014
  19. 19. TITLE Multichannel customers are worth 4x - an additional advantage of click and collect! •  Multichannel customer worth circa 4x a single-channel customer! •  Some retailers now saying 8~12x! •  1 in 3 customers who collect in store but other products! •  1 in 3 returns customers spend more than the returns value! Source: Aberdeen; interviews; JC Williams Group; McKinsey analysis COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014
  20. 20. 4 In-store ! Digital renaissance of the store COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014
  21. 21. The store is important to our customers! The store is used to fulfil and to inspire! Customers use of channels •  44% always check online first! 75% •  65% check store first! 65% •  87% see multi-channels as important COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014
  22. 22. Mobile in store
 
 European Smartphone users (%)! 2013 MobiLens research COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014
  23. 23. Digital is in-store! John Lewis - StyleMe! COPYRIGHT ianjindal.com and InternetRetailing.net Significant impact on store infrasture February 13, 2014
  24. 24. Digital is in-store! COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014
  25. 25. TITLE 28 COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014
  26. 26. Store, data, social…! COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014
  27. 27. 5 Seamless ! Mind the gap COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014
  28. 28. 6 STAFF ! The way they make you feel COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014
  29. 29. TITLE Impact of store employees on purchasing! Be as empowered as our customers Knowledge as a key indicator within customer satisfaction. COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014
  30. 30. Social inside the business 7 COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014 !
  31. 31. COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014
  32. 32. 8 B2C ! Brands to customer COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014
  33. 33. TITLE COPYRIGHT ianjindal.com and InternetRetailing.net 36 February 13, 2014
  34. 34. 9 COPYRIGHT ianjindal.com and InternetRetailing.net Product love ! February 13, 2014
  35. 35. COPYRIGHT ianjindal.com and InternetRetailing.net 38 February 13, 2014
  36. 36. COPYRIGHT ianjindal.com and InternetRetailing.net 39 February 13, 2014
  37. 37. COPYRIGHT ianjindal.com and InternetRetailing.net 40 February 13, 2014
  38. 38. 10 COPYRIGHT ianjindal.com and InternetRetailing.net Other trends ! 41 February 13, 2014
  39. 39. 10 Other trends ! International, Internet of Things, Big Data, Insight, Wearable Technology … many more – but we’re talking about now… COPYRIGHT ianjindal.com and InternetRetailing.net 42 February 13, 2014
  40. 40. 10 TOTAL RETAIL [tm] COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014 !
  41. 41. Trend -> action ! •  Body Level One! –  Body Level Two! •  Body Level Three! –  Body Level Four! »  Body Level Five COPYRIGHT ianjindal.com and InternetRetailing.net •  Customers are driving us ! •  Make and deliver promises digitally, in store, delivery! •  Seamless execution! •  People, process, technology! –  Training and empowerment! –  Capability at every touchpoint! –  Seamless data! •  Customer experience under your brand! 44 February 13, 2014
  42. 42. TITLE Thank you ! •  www.ianjindal.com! •  ian@jindal.net! •  @ianjindal! •  •  •  •  COPYRIGHT ianjindal.com and InternetRetailing.net www.internetretailing.net! www.internetretailingawards.com! www.internetretailingconference.net! @etail! February 13, 2014

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