Future of retailing, mobile, computers, customers - retail industry keynote speaker for Samsung Latin America

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Future of retail. Customer trends, customer management, selling, marketing, management, motivation of sales teams. Latin America, Brazil, Mexico - future consumer behaviour.

Future of retail. Customer trends, customer management, selling, marketing, management, motivation of sales teams. Latin America, Brazil, Mexico - future consumer behaviour.

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  • 1. Future of Retail How customers are changing Why closer partnership between manufacturers and retailers will be vital to future success (Kinship) Dr Patrick Dixon Chairman Global Change Ltd
  • 2. Lecture  for  Samsung  La0n  America  on  future   of  retailing-­‐  by  Futurist  Keynote  Speaker   Patrick  Dixon,  Chairman  Global  Change  Ltd,   ranked  one  of  the  20  most  infleun0al   business  thinkers  alive  today  (Thinkers  50) More:    hNp://www.globalchange.com   Videos:  hNp://www.youtube.com/pjvdixon
  • 3. In  a  rapidly  changing  and  uncertain  future partnership  /  collabora0on  /  kinship  will  be  vital  to  success
  • 4. • WGP  1980-­‐2013  (%,constant  prices) Global economy never stopped growing
  • 5. 2003  -­‐  2014 GDP                             Mexico,  Brazil and  US                  
  • 6. Mexico  Retail  Growth  
  • 7. Vietnam  GDP  1985-­‐2011  
  • 8. >40% WDP by 2015 Asia powering growth — IMF - adjusted for Purchasing Power Parity
  • 9. Text
  • 10. Future retail is all about EMOTION
  • 11. Understanding  what  really  maNers  to   each  customer,  how  they  feel,   becoming  an  expert  friend
  • 12. —Click to edit Master text styles
  • 13. Why  need  to  look  beyond  market  research
  • 14. 18
  • 15. 19
  • 16. Middle Class La0n  America  -­‐  50  million  more  people  in  last  10  years Brazil:    113  million  -­‐  56%  popula0on Larger  retailers  growing  beyond  Rio  and  San  Paulo   Chile:  La0n  America’s  largest  shopping  Mall  -­‐  Costanera  Peru:    Cencosud  opening  14  huge  new  stores  in  2014
  • 17. — Soriana, Cencosud, Casino (CBD, Exito), Carrefour and Wal-Mart
  • 18. Crea0ng  a  huge  “Wow”  with   SCALE INNOVATION
  • 19. Turn  retail  store  into  a   Leisure Experience
  • 20. —Click to edit Master text styles
  • 21. —Click to edit Master text styles
  • 22. Being  available  to   each  customer   on  their  “journey”
  • 23. ....but  look  like  you  have  something  to  do  
  • 24. —Click to edit Master text styles
  • 25. Excite   them   ONLINE
  • 26. 70m  people  online  in  Mexico  (58%) 88m  in  Brazil  (46%) 28m  in  Argen0na  (67%) 10m  in  Chile  (59%) 10m  in  Peru  (34%)
  • 27. 33%  in  UK  don’t  watch  live  TV
  • 28. Most  people  in  La0n  America  are  not  BUYING  online  yet,  BUT.... Global  e-­‐commerce  $1.5  trillion  in  2014      -­‐    $100bn  in  La0n  America   $6.2bn  in  Mexico  led  by  tradi0onal  retailers  -­‐  40%  growth  in  2012 12%  of  all  retail  is  online  in  UK
  • 29. Online Sales per User Latin America: $578 Mexico: $854 Brazil: $717 Argentina $380 Pay-Pal survey 52%  of  online  users  in   Mexico  have  bought  with  Pay-­‐Pal
  • 30. —Click to edit Master text styles
  • 31. Mobile 6m  new  mobile  users  in  Mexico  in  2014 28%  popula0on  -­‐  highest  in  La0n  America 30m  smartphones  -­‐  up  49%  last  year 60%  of  25-­‐34  year  olds  using  smartphones
  • 32. Mobile: MORE THAN A CHANNEL
  • 33. Brazil Retail Mobile influenced 72% of retail sales in Brazil in 2013 INFLUENCERS: 1. Family and friends 2. Manufacturers websites 3. Online consumer reviews of retailer websites (Cisco survey)
  • 34. UK Retail Mobile influenced $29bn of retail sales in UK in 2013 50% of all UK online sales are using mobile
  • 35. Information Revelation Identity
  • 36. 1  trillion  pages                            a  month
  • 37. Loca0on  Marke0ng is  next  BIG  THING
  • 38. Mobile Payments MaNer
  • 39. >  200  million  mobile  payments   >  $160bn  
  • 40. 1.7bn  mobile  users  -­‐  no  bank  account Kenya  -­‐  17m  customers  use  mPesa $9bn  pa  -­‐  >33%  GDP
  • 41. 2m  businesses  use   SQUARE   in  US 59
  • 42. TelcoBanks Free mobile devices calls / web / TV / games / pay Higher income model 2010                                                  2013                                  2015                                                    
  • 43. Fusion On-­‐Off  line
  • 44. Online / physical worlds become one in Brazil 50% research online - buy in store 40% research in store - buy online 89% want digital information in store Buy online - deliver to store Buy in store - deliver at home
  • 45. Over  4000  road  hauliers  in  EU 1.3bn  home  delivered  e-­‐com  items  in  UK   a  year  (+12%  pa)
  • 46. 3000 Parcel Shops in UK in 12 months Chosen by up to 50% customers for deliveries 66
  • 47. 67
  • 48. Gold  standard: 10am  orders  for  3pm  Delivery 10am orders for 3pm Delivery
  • 49. Internet of Things
  • 50. Big Data 90% all global data generated in last 2 years
  • 51. Mexico mobile ad spend $173m in 2014 - 87% growth last year Big Data sharing allows shift from Marketing to Smart Advice
  • 52. Customer  Kinship •Focus  on  customer  experience •Use  smart  tools  in  markeGng •Become  an  expert  friend   Merge  online  and  offline  retail •Think  Mobile   •Solve  customer  problems  fast Requires  closer  Partnerships  
  • 53. Future of Retail Kinship, Relationship, Partnership Dr Patrick Dixon Chairman Global Change Ltd