Future of Retail
Customer Experience and Relationship

Dr Patrick Dixon Chairman Global Change Ltd
Global	
  Outlook	
  -­‐	
  	
  and	
  La/n	
  America	
  Retail
WGP	
  1980-­‐2013	
  (%,constant	
  prices)
•

Global economy never stopped growing
US	
  GDP	
  1980-­‐2013	
  
(%,constant	
  prices)	
  
Mexico,	
  Brazil,	
  US	
  GDP	
  
(%,constant	
  prices)	
  
Mexico	
  Retail	
  Growth	
  
Vietnam	
  GDP	
  1985-­‐2011	
  
>40% WDP by 2015
Asia powering growth
— IMF - adjusted for Purchasing Power Parity
$3.4	
  trillion	
  
Reserves	
  
One word will drive Future

Text
Future retail is about

EMOTION
Kinship
Customer

Focus
SAVE
TIME
20
21
SMART

CALL-­‐CENTRES
Most	
  call-­‐centres
slow,	
  blind	
  and	
  
deaf
(single	
  screen	
  -­‐	
  no	
  social	
  media)

	
  
Mega	
  
Chains
Expect	
  rapid	
  growth	
  of	
  large	
  retail	
  
chains	
  -­‐	
  new	
  outlets
— Soriana, Cencosud, Casino (CBD, Exito), Carrefour and Wal-Mart
HUGE
MALLS
And	
  decline	
  of	
  smaller	
  shops
Leisure
Retailing
Niche	
  
Trader
RETAIL
Journeys
Guide	
  what	
  customers	
  
look	
  at	
  as	
  they	
  walk
In-­‐store	
  
Personal	
  
Advisors
— Click to edit Master text

styles
— Click to edit Master text

styles
— Click to edit Master text

styles
— Click to edit Master text

styles
— Click to edit Master text

styles
Ultra	
  
Premium
50m	
  joined	
  middle	
  
classes	
  in	
  La/n	
  
America	
  over	
  last	
  
decade	
  (World	
  Bank)
Online
Boom
70m	
  people	
  online	
  in	
  Mexico
5m	
  tablet	
  users
30m	
  smartphones	
  -­‐	
  up	
  49%pa
60%	
  of	
  25-­‐3...
e-­‐commerce	
  hit	
  
$1	
  trillion	
  in	
  2012	
  
	
  
12%	
  of	
  all	
  retail	
  in	
  UK
e-­‐marketer
Price	
  

Comparison
Italy:	
  58%	
  increase	
  in	
  
aggregator	
  sales	
  of	
  car	
  
insurance	
  in	
  first	
  6	
  
months	
  of	
  ...
Future	
  of	
  
Retail	
  
Marke/ng
33%	
  in	
  UK	
  don’t	
  watch	
  live	
  TV
Information
Revelation
1	
  trillion	
  pages	
  	
  	
  	
  	
  	
  	
  	
  	
  a	
  month
74	
  million	
  users	
  a	
  month
"Perfection!, Wonderful hotel. Good value,
beautiful views.“
Madrid May 20, 2013
This...
Mobile
Marke/ng
Mobile: MORE THAN A CHANNEL
— Click to edit Master text

styles
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
Loca/on	
  
Marke/ng
is	
  next
BIG	
  THING
From	
  Invasive	
  
to	
  Insight	
  
Mobile
“On-time, anyhow, anywhere”
Reduce customer support costs
Boost cross-sell / up-sell (works well)
Easier policy cha...
Mobile
Payment
Wireless	
  Payment	
  
Cash	
  costs	
  EU60bn	
  pa

77
>	
  200	
  million	
  mobile	
  payments
>	
  70%	
  in	
  Africa	
  	
  
>	
  $160bn	
  
2m	
  businesses	
  use	
  
SQUARE	
  
in	
  US

79
Kenya	
  -­‐	
  17m	
  customers
$9bn	
  pa	
  -­‐	
  >33%	
  GDP
1.7bn	
  users	
  
unbanked
Payments
Doorway
• In UK alone....
• Transactions >$1trillion pa
• Credit card debt >$100bn
• Average card interest rate
1...
TelcoBanks
Free mobile devices
calls / web / TV / games / pay
Higher income model

2010	
  	
  	
  	
  	
  	
  	
  	
  	
 ...
Fusion

On-­‐Off	
  line
SALES
Online / physical
worlds become one
Buy online - deliver to store.
Buy store - deliver at home. Go
to store, researc...
Beyond
Home	
  	
  
Delivery
Over	
  4000	
  road	
  hauliers	
  in	
  EU

1.3bn	
  home	
  delivered	
  e-­‐com	
  
items	
  in	
  UK	
  a	
  year	
  ...
Home	
  delivery	
  when	
  no	
  one	
  at	
  home?
3000 Parcel Shops in UK in 12 months
Chosen by up to 50% customers for
deliveries

91
92
SPEED
to	
  Market	
  
Gold	
  standard:
10am	
  orders	
  for	
  3pm	
  Delivery

10am orders for 3pm Delivery
Internet of Things
1.5m components in supply chain
A6	
  –	
  85	
  door	
  components
50,000	
  product	
  combinaHons
Big	
  Data
90% all global data
generated in
last 2 years
Big Data means
shift from
Marketing to
Creative Advice
• Home
• Work
• Online
• Offline
• Sales
• Entertain
• Phone
• Mobile
• Chat

ONE
CUSTOMER
Beier	
  Retail	
  Future
•Individuals
•Family
•Community
•Wide World

Stronger	
  Kinship
Future of Retail
Kinship with Customers

Dr Patrick Dixon Chairman Global Change Ltd
Future of Retail - electronic goods, appliances, furniture - retail industry keynote speaker
Future of Retail - electronic goods, appliances, furniture - retail industry keynote speaker
Future of Retail - electronic goods, appliances, furniture - retail industry keynote speaker
Future of Retail - electronic goods, appliances, furniture - retail industry keynote speaker
Future of Retail - electronic goods, appliances, furniture - retail industry keynote speaker
Future of Retail - electronic goods, appliances, furniture - retail industry keynote speaker
Future of Retail - electronic goods, appliances, furniture - retail industry keynote speaker
Future of Retail - electronic goods, appliances, furniture - retail industry keynote speaker
Future of Retail - electronic goods, appliances, furniture - retail industry keynote speaker
Future of Retail - electronic goods, appliances, furniture - retail industry keynote speaker
Future of Retail - electronic goods, appliances, furniture - retail industry keynote speaker
Future of Retail - electronic goods, appliances, furniture - retail industry keynote speaker
Future of Retail - electronic goods, appliances, furniture - retail industry keynote speaker
Future of Retail - electronic goods, appliances, furniture - retail industry keynote speaker
Future of Retail - electronic goods, appliances, furniture - retail industry keynote speaker
Future of Retail - electronic goods, appliances, furniture - retail industry keynote speaker
Future of Retail - electronic goods, appliances, furniture - retail industry keynote speaker
Future of Retail - electronic goods, appliances, furniture - retail industry keynote speaker
Future of Retail - electronic goods, appliances, furniture - retail industry keynote speaker
Future of Retail - electronic goods, appliances, furniture - retail industry keynote speaker
Future of Retail - electronic goods, appliances, furniture - retail industry keynote speaker
Future of Retail - electronic goods, appliances, furniture - retail industry keynote speaker
Future of Retail - electronic goods, appliances, furniture - retail industry keynote speaker
Future of Retail - electronic goods, appliances, furniture - retail industry keynote speaker
Future of Retail - electronic goods, appliances, furniture - retail industry keynote speaker
Future of Retail - electronic goods, appliances, furniture - retail industry keynote speaker
Upcoming SlideShare
Loading in...5
×

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

1,222

Published on

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.

Published in: Business, Technology
0 Comments
3 Likes
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total Views
1,222
On Slideshare
0
From Embeds
0
Number of Embeds
5
Actions
Shares
0
Downloads
94
Comments
0
Likes
3
Embeds 0
No embeds

No notes for slide

Transcript of "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
  1. A particular slide catching your eye?

    Clipping is a handy way to collect important slides you want to go back to later.

×