Future of Retail
How customers are changing
Why closer partnership between manufacturers and
retailers will be vital to fu...
Lecture	
  for	
  Samsung	
  La0n	
  America	
  on	
  future	
  
of	
  retailing-­‐	
  by	
  Futurist	
  Keynote	
  Speake...
In	
  a	
  rapidly	
  changing	
  and	
  uncertain	
  future

partnership	
  /	
  collabora0on	
  /	
  kinship	
  will	
  ...
•

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
Understanding	
  what	
  really	
  maNers	
  to	
  
each	
  customer,	
  how	
  they	
  feel,	
  
becoming	
  an	
  expert...
—Click to edit Master text styles
Why	
  need	
  to	
  look	
  beyond	
  market	
  research
18
19
Middle Class
La0n	
  America	
  -­‐	
  50	
  million	
  more	
  people	
  in	
  last	
  10	
  years
Brazil:	
  	
  113	
  ...
— Soriana, Cencosud, Casino (CBD, Exito), Carrefour and Wal-Mart
Crea0ng	
  a	
  huge	
  “Wow”	
  with	
  

SCALE
INNOVATION
Turn	
  retail	
  store	
  into	
  a	
  

Leisure
Experience
—Click to edit Master text styles
—Click to edit Master text styles
Being	
  available	
  to	
  
each	
  customer	
  
on	
  their	
  “journey”
....but	
  look	
  like	
  you	
  have	
  something	
  to	
  do	
  
—Click to edit Master text styles
Excite	
  
them	
  
ONLINE
70m	
  people	
  online	
  in	
  Mexico	
  (58%)
88m	
  in	
  Brazil	
  (46%)
28m	
  in	
  Argen0na	
  (67%)
10m	
  in	
  ...
33%	
  in	
  UK	
  don’t	
  watch	
  live	
  TV
Most	
  people	
  in	
  La0n	
  America	
  are	
  not	
  BUYING	
  online	
  yet,	
  BUT....
Global	
  e-­‐commerce	
  $1....
Online Sales per User
Latin America: $578
Mexico: $854
Brazil: $717
Argentina $380
Pay-Pal survey

52%	
  of	
  online	
  ...
—Click to edit Master text styles
Mobile
6m	
  new	
  mobile	
  users	
  in	
  Mexico	
  in	
  2014
28%	
  popula0on	
  -­‐	
  highest	
  in	
  La0n	
  Amer...
Mobile: MORE THAN A CHANNEL
Brazil Retail
Mobile influenced 72% of retail sales in Brazil in 2013
INFLUENCERS:
1. Family and friends
2. Manufacturers ...
UK Retail
Mobile influenced $29bn of retail sales in UK in 2013
50% of all UK online sales are using mobile
Information
Revelation
Identity
1	
  trillion	
  pages	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  a	
  month
Loca0on	
  Marke0ng

is	
  next	
  BIG	
  THING
Mobile
Payments
MaNer
>	
  200	
  million	
  mobile	
  payments	
  
>	
  $160bn	
  
1.7bn	
  mobile	
  users	
  -­‐	
  no	
  bank	
  account
Kenya	
  -­‐	
  17m	
  customers	
  use	
  mPesa
$9bn	
  pa	
  -­...
2m	
  businesses	
  use	
  
SQUARE	
  
in	
  US

59
TelcoBanks
Free mobile devices
calls / web / TV / games / pay
Higher income model

2010	
  	
  	
  	
  	
  	
  	
  	
  	
 ...
Fusion

On-­‐Off	
  line
Online / physical
worlds become one in Brazil
50% research online - buy in store
40% research in store - buy online
89% wa...
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
66
67
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
Mexico mobile ad spend $173m in 2014 - 87% growth last year

Big Data sharing
allows shift from
Marketing to
Smart Advice
Customer	
  Kinship
•Focus	
  on	
  customer	
  experience
•Use	
  smart	
  tools	
  in	
  markeGng
•Become	
  an	
  exper...
Future of Retail
Kinship, Relationship, Partnership

Dr Patrick Dixon Chairman Global Change Ltd
Future of retailing, mobile, computers, customers - retail industry keynote speaker for Samsung Latin America
Future of retailing, mobile, computers, customers - retail industry keynote speaker for Samsung Latin America
Future of retailing, mobile, computers, customers - retail industry keynote speaker for Samsung Latin America
Future of retailing, mobile, computers, customers - retail industry keynote speaker for Samsung Latin America
Future of retailing, mobile, computers, customers - retail industry keynote speaker for Samsung Latin America
Future of retailing, mobile, computers, customers - retail industry keynote speaker for Samsung Latin America
Future of retailing, mobile, computers, customers - retail industry keynote speaker for Samsung Latin America
Future of retailing, mobile, computers, customers - retail industry keynote speaker for Samsung Latin America
Future of retailing, mobile, computers, customers - retail industry keynote speaker for Samsung Latin America
Future of retailing, mobile, computers, customers - retail industry keynote speaker for Samsung Latin America
Future of retailing, mobile, computers, customers - retail industry keynote speaker for Samsung Latin America
Future of retailing, mobile, computers, customers - retail industry keynote speaker for Samsung Latin America
Future of retailing, mobile, computers, customers - retail industry keynote speaker for Samsung Latin America
Future of retailing, mobile, computers, customers - retail industry keynote speaker for Samsung Latin America
Future of retailing, mobile, computers, customers - retail industry keynote speaker for Samsung Latin America
Future of retailing, mobile, computers, customers - retail industry keynote speaker for Samsung Latin America
Future of retailing, mobile, computers, customers - retail industry keynote speaker for Samsung Latin America
Future of retailing, mobile, computers, customers - retail industry keynote speaker for Samsung Latin America
Future of retailing, mobile, computers, customers - retail industry keynote speaker for Samsung Latin America
Future of retailing, mobile, computers, customers - retail industry keynote speaker for Samsung Latin America
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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.

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

  1. 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. 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. 3. In  a  rapidly  changing  and  uncertain  future partnership  /  collabora0on  /  kinship  will  be  vital  to  success
  4. 4. • WGP  1980-­‐2013  (%,constant  prices) Global economy never stopped growing
  5. 5. 2003  -­‐  2014 GDP                             Mexico,  Brazil and  US                  
  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. Text
  10. 10. Future retail is all about EMOTION
  11. 11. Understanding  what  really  maNers  to   each  customer,  how  they  feel,   becoming  an  expert  friend
  12. 12. —Click to edit Master text styles
  13. 13. Why  need  to  look  beyond  market  research
  14. 14. 18
  15. 15. 19
  16. 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. 17. — Soriana, Cencosud, Casino (CBD, Exito), Carrefour and Wal-Mart
  18. 18. Crea0ng  a  huge  “Wow”  with   SCALE INNOVATION
  19. 19. Turn  retail  store  into  a   Leisure Experience
  20. 20. —Click to edit Master text styles
  21. 21. —Click to edit Master text styles
  22. 22. Being  available  to   each  customer   on  their  “journey”
  23. 23. ....but  look  like  you  have  something  to  do  
  24. 24. —Click to edit Master text styles
  25. 25. Excite   them   ONLINE
  26. 26. 70m  people  online  in  Mexico  (58%) 88m  in  Brazil  (46%) 28m  in  Argen0na  (67%) 10m  in  Chile  (59%) 10m  in  Peru  (34%)
  27. 27. 33%  in  UK  don’t  watch  live  TV
  28. 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. 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. 30. —Click to edit Master text styles
  31. 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. 32. Mobile: MORE THAN A CHANNEL
  33. 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. 34. UK Retail Mobile influenced $29bn of retail sales in UK in 2013 50% of all UK online sales are using mobile
  35. 35. Information Revelation Identity
  36. 36. 1  trillion  pages                            a  month
  37. 37. Loca0on  Marke0ng is  next  BIG  THING
  38. 38. Mobile Payments MaNer
  39. 39. >  200  million  mobile  payments   >  $160bn  
  40. 40. 1.7bn  mobile  users  -­‐  no  bank  account Kenya  -­‐  17m  customers  use  mPesa $9bn  pa  -­‐  >33%  GDP
  41. 41. 2m  businesses  use   SQUARE   in  US 59
  42. 42. TelcoBanks Free mobile devices calls / web / TV / games / pay Higher income model 2010                                                  2013                                  2015                                                    
  43. 43. Fusion On-­‐Off  line
  44. 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. 45. Over  4000  road  hauliers  in  EU 1.3bn  home  delivered  e-­‐com  items  in  UK   a  year  (+12%  pa)
  46. 46. 3000 Parcel Shops in UK in 12 months Chosen by up to 50% customers for deliveries 66
  47. 47. 67
  48. 48. Gold  standard: 10am  orders  for  3pm  Delivery 10am orders for 3pm Delivery
  49. 49. Internet of Things
  50. 50. Big Data 90% all global data generated in last 2 years
  51. 51. Mexico mobile ad spend $173m in 2014 - 87% growth last year Big Data sharing allows shift from Marketing to Smart Advice
  52. 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. 53. Future of Retail Kinship, Relationship, Partnership Dr Patrick Dixon Chairman Global Change Ltd
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