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The future of retail in a digital world
1.
A Strategic Vision
for a Retail Future // September 2012 A Strategic Vision for a Retail Future © Matt Butterworth 2012
2.
A Strategic Vision
for a Retail Future // September 2012 AGENDA FOR TODAY 1. Retail + Commerce 2. Digital context + Implications 3. Connected everything Context 4. Strategic framework 5. Conceptual execution 6. Strategic Roadmap 7. Questions and answers © Matt Butterworth 2012
3.
A Strategic Vision
for a Retail Future // September 2012 BACKGROUND Many traditional retailers have not effectively adopted multi-channel retail experiences and remain exposed to the significant risk of being left behind by more agile, digitally-savvy competitors. And yet there is another reality that of the shopper. One might use words like “empowerment, transparency, ease-of- use and convenience” to describe the evolving experience for the digitally- savvy-shopper, " This presentation will provide a snapshot of both these realities, it will showcase trends that are driving change within retail and can be leveraged by retailers to compete in the modern retail marketplace. © Matt Butterworth 2012
4.
A Strategic Vision
for a Retail Future // September 2012 © Matt Butterworth 2012
5.
A Strategic Vision
for a Retail Future // September 2012 WHAT IS COMMERCE The current market place Walk down any High Street and you can see the biggest forces revolutionising shopping habits as the meteoric rise of Google, Amazon, Apple and Facebook (or the Gang of Four as they are known) have fast become a normal part of our day-to-day lives." " These and other innovative companies have changed our expectations about shopping and are forcing regular High Street retailers to up their game in response." " The future offers shoppers the best of both worlds, with smart retailers adopting the digital innovations from these companies to create an even more compelling experience for customers." " "We're standing on the edge of a new digital era" Those retailers that can effectively harness the power of digital will find that their high street stores go from strength to strength” " " " © Matt Butterworth 2012 ! !
6.
A Strategic Vision
for a Retail Future // September 2012 WHAT IS COMMERCE Commerce is at the heart of everything, otherwise there is no point in being a retailer…. Ecommerce is everything from personalised recommendations to full transactions" Include instore and point of sale" Online - pervasive and consistent customer experiences Why should an in-store experience differ from an on- line experience" " ! ! © Matt Butterworth 2012
7.
A Strategic Vision
for a Retail Future // September 2012 “empowerment, transparency, ease-of-use and convenience” describe the evolving experience for the “digitally”-savvy-shopper…. So it got me thinking…..! © Matt Butterworth 2012
8.
A Strategic Vision
for a Retail Future // September 2012 CASE STUDY Convenience for consumers The ground-breaking mail order operation, next directory catalogue launched in 1988 with a hardback book containing 350 pages, creating the blueprint for catalogue retailing." " Its changed the industry overnight" " Cutting edge design (Why not Associates)" " This year this sales at its online and catalogue business have smashed through the £1bn barrier for the first time. the group's 25-year-old Next Directory is also set to deliver a 16 per cent rise in operating profit to £257m over the year to 28 January. This means the FTSE 100 company's catalogue unit made more money than the John Lewis Partnership's eponymous department store and nearly as much as the JLP-owned grocery chain, Waitrose, over the same period" " ! © Matt Butterworth 2012 !
9.
A Strategic Vision
for a Retail Future // September 2012 CASE STUDY Convenience for consumers Tesco QR Code Subway Store Subway / billboards walls are plastered with posters that resemble the aisles and shelves of a supermarket. " They’re lined from top to bottom with the products you’d normally see while grocery shopping. " The only difference is that you can’t just grab the product and check out. " The groceries each have a QR code which the shopper scans with a smartphone camera and adds to a shopping list. " When the shopper has scanned all the codes for all the groceries needed, he pays using his phone and the groceries are then delivered to his home. " " " ! © Matt Butterworth 2012
10.
A Strategic Vision
for a Retail Future // September 2012 Digital Context © Matt Butterworth 2012
11.
A Strategic Vision
for a Retail Future // September 2012 DIGITAL CONTEXT Fragmentation will get worse" before it gets better… Context © Matt Butterworth 2012
12.
A Strategic Vision
for a Retail Future // September 2012 DIGITAL CONTEXT We are moving towards the ‘always on’ digital age… Microsoft predicts that by 2014 mobile internet access will overtake PC internet access" Tablet sales are forecast to outstrip PC sales by 2015*" Context from stationary to ubiquitous computing We have moved © Matt Butterworth 2012
13.
A Strategic Vision
for a Retail Future // September 2012 DIGITAL CONTEXT Fragmentation and the always on consumer present brands with serious challenges - Multi- Platform / Format Content" Context - Attention" - Speed" - Understanding © Matt Butterworth 2012
14.
A Strategic Vision
for a Retail Future // September 2012 DIGITAL CONTEXT Understanding context will become paramount Context © Matt Butterworth 2012
15.
A Strategic Vision
for a Retail Future // September 2012 DIGITAL CONTEXT Real time marketing requires an end to siloed thinking “Marketers’ long-standing challenges — such as siloed measurement, disjointed customer experiences, and flawed attribution — are still Context serious problems, and the convergence of several market factors puts the online marketing suite back on the table” " “Management of digital strategy and Forrester 2011! communications remains siloed...” ! Forrester 2011 ! ! ! ! © Matt Butterworth 2012
16.
A Strategic Vision
for a Retail Future // September 2012 DIGITAL CONTEXT The near future…enterprise organisations will manage communications through an interconnected digital hub Context © Matt Butterworth 2012
17.
A Strategic Vision
for a Retail Future // September 2012 Digital implications © Matt Butterworth 2012
18.
A Strategic Vision
for a Retail Future // September 2012 DIGITAL IMPLICATIONS Develop a deeper understanding of the" retail audience Depth interviews/ethnography" Tap into private communities to gain a deeper understanding of the impact of digital technologies on behaviours and expectations" Context purchase path behaviours through attribution modelling" Understand ! ! © Matt Butterworth 2012
19.
A Strategic Vision
for a Retail Future // September 2012 DIGITAL IMPLICATIONS Use insight to develop core personas and intelligence that inform digital strategy © Matt Butterworth 2012
20.
A Strategic Vision
for a Retail Future // September 2012 DIGITAL IMPLICATIONS Use this insight to develop touch-point models for each persona " (or segment depending on your preference) © Matt Butterworth 2012
21.
A Strategic Vision
for a Retail Future // September 2012 DIGITAL IMPLICATIONS One size doesn’t fit all…. Different territories have different requirements" Perception of brands" Context Channel Behaviour" Cultural differentiation" " " " ! ! © Matt Butterworth 2012
22.
A Strategic Vision
for a Retail Future // September 2012 DIGITAL IMPLICATIONS Begin to plan for the age of real-time marketing - remove channel silos, focus on data integration and mining and begin to develop a digital nerve centre for retailers © Matt Butterworth 2012
23.
Retail and the
future of (e)commerce… © Matt Butterworth 2012
24.
A Strategic Vision
for a Retail Future // September 2012 RETAIL AND THE FUTURE IN A DIGITAL WORLD Ideas Utility Context Inspiration Curation © Matt Butterworth 2012
25.
A Strategic Vision
for a Retail Future // September 2012 RETAIL AND THE FUTURE IN A DIGITAL WORLD Disruption has become the norm Amazon Kindle" revolutionised " Facebook" App store" publishing" Social " Transformed mobile" (Age: 2yrs 3 months)" communication" (Age: 4 years)" (Age: 5 ¾ years)" iPad" YouTube" 1st successful tablet" iPlayer" Online video" (Age: 2 years)" Mainstream online " (Age: 6 years)" Viewing" (Age: 3 yrs 3 months) " © Matt Butterworth 2012
26.
And its about
to accelerate… © Matt Butterworth 2012
27.
A Strategic Vision
for a Retail Future // September 2012 RETAIL AND THE FUTURE IN A DIGITAL WORLD We are moving into the age of the digital eye…first with our phones… © Matt Butterworth 2012
28.
A Strategic Vision
for a Retail Future // September 2012 RETAIL AND THE FUTURE IN A DIGITAL WORLD But soon with very trendy eyewear © Matt Butterworth 2012
29.
A Strategic Vision
for a Retail Future // September 2012 RETAIL AND THE FUTURE IN A DIGITAL WORLD The world will be augmented by a wealth of virtual data…introducing us to new experiences (and total strangers!)… “Sonar is a mobile application that helps you learn about and connect with likeminded people nearby." " " It works by geotracking your current location à la Foursquare check-ins and aggregating public information from your social networks (Facebook, Twitter, Foursquare, etc)" " ! © Matt Butterworth 2012
30.
A Strategic Vision
for a Retail Future // September 2012 DIGITAL CONTEXT Our phone and glasses will know everything about us Context © Matt Butterworth 2012
31.
A Strategic Vision
for a Retail Future // September 2012 DIGITAL CONTEXT In time…. Context © Matt Butterworth 2012
32.
A Strategic Vision
for a Retail Future // September 2012 RETAIL AND THE FUTURE IN A DIGITAL WORLD Payment will be contactless…/// NFC is a short-range wireless technology that enables devices to exchange data without an internet connection" © Matt Butterworth 2012
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A Strategic Vision
for a Retail Future // September 2012 RETAIL AND THE FUTURE IN A DIGITAL WORLD Retailers products and marketing collateral will act as a gateway to a wealth of product and brand information © Matt Butterworth 2012
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Connected everything
© Matt Butterworth 2012
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A Strategic Vision
for a Retail Future // September 2012 RETAIL AND THE FUTURE IN A DIGITAL WORLD Over 1/3 of Europeans will have a connected TV by 2014 In the eyes of the viewer content simply becomes content, accelerating the move towards rich, high quality branded experiences" (think Audi TV, BMW TV)" " " " " © Matt Butterworth 2012
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A Strategic Vision
for a Retail Future // September 2012 RETAIL AND THE FUTURE IN A DIGITAL WORLD We will soon be buying from our favourite shows The contents of shows will become searchable. The metadata will include everything about the show but also about the clothes, products, and locations…" BUY NOW © Matt Butterworth 2012
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A Strategic Vision
for a Retail Future // September 2012 RETAIL AND THE FUTURE IN A DIGITAL WORLD And when in the real world, we will share our shopping experiences with our social group in real time © Matt Butterworth 2012
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A Strategic Vision
for a Retail Future // September 2012 RETAIL AND THE FUTURE IN A DIGITAL WORLD And retailers will provide realtime instore CRM Real time CRM with" personalised…" " - Guides" - Content " - Offers" - Discounts" Based upon cross-channel behaviours, previous responses, browsing behaviour, social network" " © Matt Butterworth 2012
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A Strategic Vision
for a Retail Future // September 2012 From e-Commerce to Social Commerce “social commerce is the next area to really blow up”" Mark Zuckerburg © Matt Butterworth 2012
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A Strategic Vision
for a Retail Future // September 2012 SOCIAL COMMERCE Trickle of brands selling through Facebook is threatening to become a deluge Social shopping is gathering momentum Mobile sharing apps will soon become commonplace © Matt Butterworth 2012
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A Strategic Vision
for a Retail Future // September 2012 SOCIAL COMMERCE Revenue forecasts support the hype around social commerce & the audience (particularly young adults) are open to influence and sharing… Source: JWT 2012! Source: emarketer 2011! © Matt Butterworth 2012
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So why don’t
Retailers just dive in…..? © Matt Butterworth 2012
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A Strategic Vision
for a Retail Future // September 2012 SOCIAL COMMERCE Social networks are primarily about communication, not shopping….. Source: Forrester 2011! © Matt Butterworth 2012
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A Strategic Vision
for a Retail Future // September 2012 SOCIAL COMMERCE Results from social commerce initiatives are poor & unsurprisingly social has not proved a great acquisition tool © Matt Butterworth 2012
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A Strategic Vision
for a Retail Future // September 2012 SOCIAL COMMERCE And privacy remains a huge concern When asked about personalised recommendations based upon Facebook profiles (US and UK)" 72% said “it feels like big brother is watching me”" 56% “feel violated”" 76% “prefer to find things on my own”" Source: JWT! © Matt Butterworth 2012
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A Strategic Vision
for a Retail Future // September 2012 So what role should digital play for Retailers? © Matt Butterworth 2012
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Create brand differentiation
& preference for Retailers © Matt Butterworth 2012
48.
A Strategic Vision
for a Retail Future // September 2012 CURRENT STATE OF PLAY © Matt Butterworth 2012
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A Strategic Vision
for a Retail Future // September 2012 RETAIL AND THE FUTURE IN A DIGITAL WORLD For retailers, it is critical to differentiate your products at the moment of truth Even Google accept that the original FMOT is still often critical to the buying decision" © Matt Butterworth 2012
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A Strategic Vision
for a Retail Future // September 2012 RETAIL AND THE FUTURE IN A DIGITAL WORLD FMOT: " ZMOT: A consumer would get to the shelf, pick up a bag Consumers are going to the internet and of Chocolate Chip Cookie Mix and follow the researching the cookie recipe in advance of recipe on the back of the bag, possibly keeping buying a bag of Chocolate Chip Cookie Mix from the physical bag to keep a record of the recipe." a store shelf. Consumers found out about a retail promotional Consumers become aware of these events in event (like 20% off all Autograph selection)) via advance either through e-mail newsletters, stumbling upon it, or by seeing a flier posted in becoming fans on networking sites, or following the paper brands on sites like Twitter. Not only that, but they can tell hundreds of their friends and family all about it in real time with one quick social networking status post." ." Consumers waited for their monthly Retail Consumers are going online to find inspiration for magazine issue to arrive, to learn about the next their own looks, and to get tips and tricks from season's hot looks" experts -- or to take their cues from a favourite celebrity or friend. © Matt Butterworth 2012
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Some initial ideas….
© Matt Butterworth 2012
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A Strategic Vision
for a Retail Future // September 2012 A PROPOSED ROADMAP FOR Retailers 1. Service with an opt in… Give me personal attention and better service…" " Retailers ask shoppers to trade personal data to receive a better service" © Matt Butterworth 2012
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A Strategic Vision
for a Retail Future // September 2012 A PROPOSED ROADMAP FOR M&S Neiman Marcus Location aware app provides sales-staff with customer preferences to create heightened level of personalization to its in-store shopping experience" " Program the app’s preferences to automatically alert sales staff when they enter a store." Provide staff with instant access to their shopping history and Facebook profile image." “Check-in” whenever they are ready for assistance. " " The app also allows shoppers to see which sales associates are in-store, message and make appointments with an associate of their choice, scan QR codes to unlock product information and trends as well as mark their favorite products – all of which, can automatically be made available to staff, helping associates make smarter recommendations about which products are right for each of their customers." © Matt Butterworth 2012
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A Strategic Vision
for a Retail Future // September 2012 A PROPOSED ROADMAP FOR M&S 2. Auto Curated shopping Let me shop for what I like" " Retailers leveraging shoppers social data and purchase history to create customized browsing experiences" " Glimpse by find" A Facebook shopping discovery app that is built on top of Facebook “like” data. The app curates shopping pages for users based on their likes, as well the stuff their friends like." " When a Glimpse user likes a page, the service can determine what product the URL is referring to, can pull up the most recent availability and pricing data and also fit it into different styles and trends" " " © Matt Butterworth 2012
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A Strategic Vision
for a Retail Future // September 2012 A PROPOSED ROADMAP FOR M&S 3. Group power is being harnessed with crowd led product ranges “Let me help decide what’s being sold”" " New affordable clothing range" Launched at New York Fashion week with a cat walk parade" Designs voted on by the eBay community" Most popular designs go into production" © Matt Butterworth 2012
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A Strategic Vision
for a Retail Future // September 2012 A PROPOSED ROADMAP FOR M&S 4. Mass customisation & personalization NIKEiD allows customers to design their own trainers, specifying every aspect of the design" " Moving forward, consumers will expect higher levels of personal design choices" " Positives and negatives" " Pricing done what people will pay for it" " ! © Matt Butterworth 2012
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A Strategic Vision
for a Retail Future // September 2012 A PROPOSED ROADMAP FOR M&S Modcloth Stylists look to your past purchases to tailor advice to make more personalized product recommendations" " Integrated a live-chat feature on its Facebook page which allows customers to submit personal data and receive recommendations based on their unique preferences and spending habits" " Shoppers to submit information around their interactions with the brand, including past purchase history, ‘loved’ items and current wishlists" " Recently launched a Make the Cut Contest, where customers submitted their sketches, went through a social media voting process, and the actual garments were brought to life and sold on the site. © Matt Butterworth 2012
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A Strategic Vision
for a Retail Future // September 2012 A PROPOSED ROADMAP FOR M&S 5. Virtual Sampling Help me choose the perfect fit" " Upcload is a webcam enabled Algorithim ensuring customers find the right fit online" " " ! © Matt Butterworth 2012
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Strategic Roadmap….
© Matt Butterworth 2012
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A Strategic Vision
for a Retail Future // September 2012 A PROPOSED ROADMAP FOR M&S Insight - where is the store in the conversation? Today bricks & mortar stores still generate the lion share of revenues for most retailers…" " Yet the store gets little attention in the cross channel discussion ….why?" " Store systems are too old and too inflexible to add much value to the cross channel discussion." " Today, old, clunky, POS & store systems force you to treat everyone the same - one size fits all…" " Meaning you can’t react quickly to changing customer or business needs" " © Matt Butterworth 2012
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A Strategic Vision
for a Retail Future // September 2012 A PROPOSED ROADMAP FOR M&S Phase One Providing the tools and content that meet the expectations of today’s digital consumer and providing a solid digital platform for future development." Phase Two Providing a demonstrably differentiated and superior customer experience that delivers on the brand proposition across each and every digital interaction." © Matt Butterworth 2012
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So in conclusion!!
© Matt Butterworth 2012
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A Strategic Vision
for a Retail Future // September 2012 CONCLUSION // STRATEGIC TAKEOUTS 1. Don’t remain exposed to the significant risk of being left behind by more agile, digitally-savvy competitors. 2. Fragmentation will get worse before it gets better 3. Real time marketing requires an end to siloed thinking 4. Develop a deeper understanding of the retail audience 5. Develop a rigorous governance model 6. Prepare for a world that will become interconnected 7. Don’t run before you can walk 8. Data, Data, Data © Matt Butterworth 2012
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Matt Butterworth Email mattbutterworth@live.com" Mobile
+44 (0) 7842 632 341" Twitter:- @silverdog72 © Matt Butterworth 2012
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