Future of Retail - electronic goods, appliances, furniture - retail industry 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 - electronic goods, appliances, furniture - retail industry keynote speaker

  1. 1. Future of Retail Customer Experience and Relationship Dr Patrick Dixon Chairman Global Change Ltd
  2. 2. Global  Outlook  -­‐    and  La/n  America  Retail
  3. 3. WGP  1980-­‐2013  (%,constant  prices) • Global economy never stopped growing
  4. 4. US  GDP  1980-­‐2013   (%,constant  prices)  
  5. 5. Mexico,  Brazil,  US  GDP   (%,constant  prices)  
  6. 6. Mexico  Retail  Growth  
  7. 7. Vietnam  GDP  1985-­‐2011  
  8. 8. >40% WDP by 2015 Asia powering growth — IMF - adjusted for Purchasing Power Parity
  9. 9. $3.4  trillion   Reserves  
  10. 10. One word will drive Future Text
  11. 11. Future retail is about EMOTION
  12. 12. Kinship Customer Focus
  13. 13. SAVE TIME
  14. 14. 20
  15. 15. 21
  16. 16. SMART CALL-­‐CENTRES
  17. 17. Most  call-­‐centres slow,  blind  and   deaf (single  screen  -­‐  no  social  media)  
  18. 18. Mega   Chains
  19. 19. Expect  rapid  growth  of  large  retail   chains  -­‐  new  outlets
  20. 20. — Soriana, Cencosud, Casino (CBD, Exito), Carrefour and Wal-Mart
  21. 21. HUGE MALLS
  22. 22. And  decline  of  smaller  shops
  23. 23. Leisure Retailing
  24. 24. Niche   Trader
  25. 25. RETAIL Journeys
  26. 26. Guide  what  customers   look  at  as  they  walk
  27. 27. In-­‐store   Personal   Advisors
  28. 28. — Click to edit Master text styles
  29. 29. — Click to edit Master text styles
  30. 30. — Click to edit Master text styles
  31. 31. — Click to edit Master text styles
  32. 32. — Click to edit Master text styles
  33. 33. Ultra   Premium
  34. 34. 50m  joined  middle   classes  in  La/n   America  over  last   decade  (World  Bank)
  35. 35. Online Boom
  36. 36. 70m  people  online  in  Mexico 5m  tablet  users 30m  smartphones  -­‐  up  49%pa 60%  of  25-­‐34  year  olds   (Google  report  2013)
  37. 37. e-­‐commerce  hit   $1  trillion  in  2012     12%  of  all  retail  in  UK e-­‐marketer
  38. 38. Price   Comparison
  39. 39. Italy:  58%  increase  in   aggregator  sales  of  car   insurance  in  first  6   months  of  2013  v  2012
  40. 40. Future  of   Retail   Marke/ng
  41. 41. 33%  in  UK  don’t  watch  live  TV
  42. 42. Information Revelation
  43. 43. 1  trillion  pages                  a  month
  44. 44. 74  million  users  a  month "Perfection!, Wonderful hotel. Good value, beautiful views.“ Madrid May 20, 2013 This was the most beautiful hotel. Clean, friendly and good value. “Worst hotel I have ever been in. Should be closed down.“ Paris April 11, 2013 NEVER stay in this terrible place. Rats, insects, dirty. Many guests got sick.
  45. 45. Mobile Marke/ng
  46. 46. Mobile: MORE THAN A CHANNEL — Click to edit Master text styles
  47. 47. Mobile 6m new mobile users in Mexico in 2014 28% population - highest in Latin America
  48. 48. Mobile Mexico mobile ad spend $173m in 2014 Up by 87% in 12 months
  49. 49. Loca/on   Marke/ng is  next BIG  THING
  50. 50. From  Invasive   to  Insight  
  51. 51. Mobile “On-time, anyhow, anywhere” Reduce customer support costs Boost cross-sell / up-sell (works well) Easier policy changes and renewals Policy alerts / progress on claims Integrated product offers Fusion with social media
  52. 52. Mobile Payment
  53. 53. Wireless  Payment   Cash  costs  EU60bn  pa 77
  54. 54. >  200  million  mobile  payments >  70%  in  Africa     >  $160bn  
  55. 55. 2m  businesses  use   SQUARE   in  US 79
  56. 56. Kenya  -­‐  17m  customers $9bn  pa  -­‐  >33%  GDP
  57. 57. 1.7bn  users   unbanked
  58. 58. Payments Doorway • In UK alone.... • Transactions >$1trillion pa • Credit card debt >$100bn • Average card interest rate 16% • 2% commissions worth $18bn 83
  59. 59. TelcoBanks Free mobile devices calls / web / TV / games / pay Higher income model 2010                                                  2013                                  2015                              
  60. 60. Fusion On-­‐Off  line
  61. 61. SALES Online / physical worlds become one Buy online - deliver to store. Buy store - deliver at home. Go to store, research and order online etc.
  62. 62. Beyond Home     Delivery
  63. 63. Over  4000  road  hauliers  in  EU 1.3bn  home  delivered  e-­‐com   items  in  UK  a  year  (+12%  pa)
  64. 64. Home  delivery  when  no  one  at  home?
  65. 65. 3000 Parcel Shops in UK in 12 months Chosen by up to 50% customers for deliveries 91
  66. 66. 92
  67. 67. SPEED to  Market  
  68. 68. Gold  standard: 10am  orders  for  3pm  Delivery 10am orders for 3pm Delivery
  69. 69. Internet of Things
  70. 70. 1.5m components in supply chain
  71. 71. A6  –  85  door  components 50,000  product  combinaHons
  72. 72. Big  Data 90% all global data generated in last 2 years
  73. 73. Big Data means shift from Marketing to Creative Advice
  74. 74. • Home • Work • Online • Offline • Sales • Entertain • Phone • Mobile • Chat ONE CUSTOMER
  75. 75. Beier  Retail  Future •Individuals •Family •Community •Wide World Stronger  Kinship
  76. 76. Future of Retail Kinship with Customers Dr Patrick Dixon Chairman Global Change Ltd

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