Future of Retail
Kinship, Relationship, Partnership
Accelerating possibilities with Customers

Dr Patrick Dixon Chairman G...
One	
  word	
  will	
  drive	
  your	
  FUTURE...

...not	
  poli6cs,	
  economy	
  or	
  even	
  technology
•

WGP	
  1980-­‐2013	
  (%,constant	
  prices)

Global economy never stopped growing
2003	
  -­‐	
  2014
GDP	
  
	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  

Mexico,	
  Brazil
and	
  US	
  	
  	
  	...
Mexico	
  Retail	
  Growth	
  
Vietnam	
  GDP	
  1985-­‐2011	
  
>40% WDP by 2015
Asia powering growth
— IMF - adjusted for Purchasing Power Parity
Text
Future retail is all about

EMOTION
Kinship
means	
  understanding	
  what	
  really	
  
maUers	
  to	
  each	
  customer,	
  how	
  they	
  
feel,	
  becomin...
13
Crea6ng	
  a	
  huge	
  “Wow”	
  with	
  

SCALE
CHOICE
— Soriana, Cencosud, Casino (CBD, Exito), Carrefour and Wal-Mart
Turn	
  retail	
  store	
  into	
  a	
  

Leisure
Experience
Being	
  available	
  to	
  
each	
  customer	
  
on	
  their	
  “journey”
....but	
  look	
  like	
  you	
  have	
  something	
  to	
  do	
  
—Click to edit Master text styles
—Click to edit Master text styles
Excite	
  
them	
  
ONLINE
33%	
  in	
  UK	
  don’t	
  watch	
  live	
  TV
70m	
  people	
  online	
  in	
  Mexico
5m	
  tablet	
  users
30m	
  smartphones	
  -­‐	
  up	
  49%pa
60%	
  of	
  25-­‐3...
Information
Revelation
1	
  trillion	
  pages	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  a	
  month
e-­‐commerce	
  hit	
  
$1.5	
  trillion	
  in	
  2014	
  -­‐	
  growing	
  17%	
  pa
12%	
  of	
  all	
  retail	
  in	
  ...
Get

MOBILE
—Click to edit Master text styles
Mobile: MORE THAN A CHANNEL
Mobile
6m new mobile users in Mexico in 2014
28% population - highest in Latin America
Mobile
Mexico mobile ad spend $173m in 2014
Up by 87% in 12 months
Loca6on	
  Marke6ng

is	
  next	
  BIG	
  THING
Price	
  

Comparison
will	
  increase
Mobile
Payments
MaUer
>	
  200	
  million	
  mobile	
  payments	
  
>	
  $160bn	
  
Kenya	
  -­‐	
  17m	
  customers
$9bn	
  pa	
  -­‐	
  >33%	
  GDP
2m	
  businesses	
  use	
  
SQUARE	
  
in	
  US

55
TelcoBanks
Free mobile devices
calls / web / TV / games / pay
Higher income model

2010	
  	
  	
  	
  	
  	
  	
  	
  	
 ...
Fusion

On-­‐Off	
  line
Online / physical
worlds become one
Research online - buy in store
Buy online - deliver to store
Buy in store - deliver at...
Over	
  4000	
  road	
  hauliers	
  in	
  EU

1.3bn	
  home	
  delivered	
  e-­‐com	
  items	
  in	
  UK	
  
a	
  year	
  ...
3000 Parcel Shops in UK in 12 months
Chosen by up to 50% customers for deliveries
61
62
FASTER
delivery
Gold	
  standard:
10am	
  orders	
  for	
  3pm	
  Delivery

10am orders for 3pm Delivery
Internet
of Things
Big Data

90% all global data
generated in
last 2 years
Big Data sharing
allows shift from
Marketing to
Smart Advice
Customer	
  Kinship
•Speed
•Scale
•Great	
  Price
•Expert	
  Friend
•Shared	
  Insight
•Experience
•Support

Requires	
  c...
Future of Retail
Kinship, Relationship, Partnership

Dr Patrick Dixon Chairman Global Change Ltd
Future of retail, customer kinship, relationship, partnership, malls, stores, mobile, e-commerce - keynote speaker
Future of retail, customer kinship, relationship, partnership, malls, stores, mobile, e-commerce - keynote speaker
Future of retail, customer kinship, relationship, partnership, malls, stores, mobile, e-commerce - keynote speaker
Future of retail, customer kinship, relationship, partnership, malls, stores, mobile, e-commerce - keynote speaker
Future of retail, customer kinship, relationship, partnership, malls, stores, mobile, e-commerce - keynote speaker
Future of retail, customer kinship, relationship, partnership, malls, stores, mobile, e-commerce - keynote speaker
Future of retail, customer kinship, relationship, partnership, malls, stores, mobile, e-commerce - keynote speaker
Future of retail, customer kinship, relationship, partnership, malls, stores, mobile, e-commerce - keynote speaker
Future of retail, customer kinship, relationship, partnership, malls, stores, mobile, e-commerce - keynote speaker
Future of retail, customer kinship, relationship, partnership, malls, stores, mobile, e-commerce - keynote speaker
Future of retail, customer kinship, relationship, partnership, malls, stores, mobile, e-commerce - keynote speaker
Future of retail, customer kinship, relationship, partnership, malls, stores, mobile, e-commerce - keynote speaker
Future of retail, customer kinship, relationship, partnership, malls, stores, mobile, e-commerce - keynote speaker
Future of retail, customer kinship, relationship, partnership, malls, stores, mobile, e-commerce - keynote speaker
Future of retail, customer kinship, relationship, partnership, malls, stores, mobile, e-commerce - keynote speaker
Future of retail, customer kinship, relationship, partnership, malls, stores, mobile, e-commerce - keynote speaker
Future of retail, customer kinship, relationship, partnership, malls, stores, mobile, e-commerce - keynote speaker
Future of retail, customer kinship, relationship, partnership, malls, stores, mobile, e-commerce - keynote speaker
Future of retail, customer kinship, relationship, partnership, malls, stores, mobile, e-commerce - keynote speaker
Future of retail, customer kinship, relationship, partnership, malls, stores, mobile, e-commerce - keynote speaker
Future of retail, customer kinship, relationship, partnership, malls, stores, mobile, e-commerce - keynote speaker
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Future of retail, customer kinship, relationship, partnership, malls, stores, mobile, e-commerce - keynote speaker

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Future of retailing in Mexico, Brazil, Argentina and rest of Latin America - keynote by Dr Patrick Dixon for Samsung client event. Keynote lecture covers wide range of retail trends including future of shopping malls and large retail stores, department stores, global retail chains and niche outlets, clothing, food, fast moving consumer goods, white goods, furniture and future of automotive sales. Ways to improve the customer relationship, customer experience, brand loyalty, customer engagement, affinity and kinship. Future of e-commerce, m-commerce and mobile payment systems - impact on retail spending. Growth of home delivery and drop-off points for online sales purchases. Future of online spending. Multichannel marketing to mobile consumers. Impact of all these trends on retailing.

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Future of retail, customer kinship, relationship, partnership, malls, stores, mobile, e-commerce - keynote speaker

  1. 1. Future of Retail Kinship, Relationship, Partnership Accelerating possibilities with Customers Dr Patrick Dixon Chairman Global Change Ltd
  2. 2. One  word  will  drive  your  FUTURE... ...not  poli6cs,  economy  or  even  technology
  3. 3. • WGP  1980-­‐2013  (%,constant  prices) Global economy never stopped growing
  4. 4. 2003  -­‐  2014 GDP                             Mexico,  Brazil and  US                  
  5. 5. Mexico  Retail  Growth  
  6. 6. Vietnam  GDP  1985-­‐2011  
  7. 7. >40% WDP by 2015 Asia powering growth — IMF - adjusted for Purchasing Power Parity
  8. 8. Text
  9. 9. Future retail is all about EMOTION
  10. 10. Kinship means  understanding  what  really   maUers  to  each  customer,  how  they   feel,  becoming  an  expert  friend
  11. 11. 13
  12. 12. Crea6ng  a  huge  “Wow”  with   SCALE CHOICE
  13. 13. — Soriana, Cencosud, Casino (CBD, Exito), Carrefour and Wal-Mart
  14. 14. Turn  retail  store  into  a   Leisure Experience
  15. 15. Being  available  to   each  customer   on  their  “journey”
  16. 16. ....but  look  like  you  have  something  to  do  
  17. 17. —Click to edit Master text styles
  18. 18. —Click to edit Master text styles
  19. 19. Excite   them   ONLINE
  20. 20. 33%  in  UK  don’t  watch  live  TV
  21. 21. 70m  people  online  in  Mexico 5m  tablet  users 30m  smartphones  -­‐  up  49%pa 60%  of  25-­‐34  year  olds   (Google  report  2013)
  22. 22. Information Revelation
  23. 23. 1  trillion  pages                            a  month
  24. 24. e-­‐commerce  hit   $1.5  trillion  in  2014  -­‐  growing  17%  pa 12%  of  all  retail  in  UK  -­‐  half  on  mobiles
  25. 25. Get MOBILE
  26. 26. —Click to edit Master text styles
  27. 27. Mobile: MORE THAN A CHANNEL
  28. 28. Mobile 6m new mobile users in Mexico in 2014 28% population - highest in Latin America
  29. 29. Mobile Mexico mobile ad spend $173m in 2014 Up by 87% in 12 months
  30. 30. Loca6on  Marke6ng is  next  BIG  THING
  31. 31. Price   Comparison will  increase
  32. 32. Mobile Payments MaUer
  33. 33. >  200  million  mobile  payments   >  $160bn  
  34. 34. Kenya  -­‐  17m  customers $9bn  pa  -­‐  >33%  GDP
  35. 35. 2m  businesses  use   SQUARE   in  US 55
  36. 36. TelcoBanks Free mobile devices calls / web / TV / games / pay Higher income model 2010                                                  2013                                  2015                                                    
  37. 37. Fusion On-­‐Off  line
  38. 38. Online / physical worlds become one Research online - buy in store Buy online - deliver to store Buy in store - deliver at home Go to store, research and order online
  39. 39. Over  4000  road  hauliers  in  EU 1.3bn  home  delivered  e-­‐com  items  in  UK   a  year  (+12%  pa)
  40. 40. 3000 Parcel Shops in UK in 12 months Chosen by up to 50% customers for deliveries 61
  41. 41. 62
  42. 42. FASTER delivery
  43. 43. Gold  standard: 10am  orders  for  3pm  Delivery 10am orders for 3pm Delivery
  44. 44. Internet of Things
  45. 45. Big Data 90% all global data generated in last 2 years
  46. 46. Big Data sharing allows shift from Marketing to Smart Advice
  47. 47. Customer  Kinship •Speed •Scale •Great  Price •Expert  Friend •Shared  Insight •Experience •Support Requires  closer  Partnerships  
  48. 48. Future of Retail Kinship, Relationship, Partnership Dr Patrick Dixon Chairman Global Change Ltd

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