All the presentations, in one place from RetailOasis 3rd Annual Big Breakfast - including:
- Steve Kulmar ( Founder, RetailOasis)
- Mark Teperson ( Digital Director, RCG)
- Rory Scott (GM - Strategy, Super Retail Group)
- Pippa Kulmar (Co-Director, RetailOasis)
- Darren Aquilina (GM - Marketing & Procurement, Thorn)
24. THEY NEED AT THEIR FINGERTIPS…
DIRECT COMMS
WITH
CONSUMER
ABILITY TO
ADVISE &
GUIDE
REPORTING
AND
ANALYICS
NEW
PRODUCT
INFO
CUSTOMER
PROFILING
PURCHASE
HISTORY
#retailoasis
25. WITH THIS INFORMATION,
SALES ASSOCIATES CAN
BUILD SUSTAINABILITY
RELATIONSHIPS WITH THEIR
CUSTOMERS
#retailoasis
30. It took Uber
5 years to book
its billionth trip
then…
6 months to book its
2nd billionth journey
31. Standalone "big box" stores Traditional Malls Local independant stores not in malls
38%
50%
59%
42%
53%
63%
Source: Deloitte 2016 Holiday Survey (US)
At which of these types of stores do you plan to shop this holiday season?”
In the US, traffic to physical stores continues to decline…
but, purchase intent is up
32. 2016
US$0
US$100
US$200
US$300
US$400
Top 8 US Retail Amazon
US$355.9
US$298
Half of every additional dollar spent online in the US is with
Change in market value 2006 vs 2016 (US$B)
25%
1,934%
51. THE UNDERPINNERS THE ENGINE
• Seek to understand the
customer
• Help them achieve their
personal goals
• Optimal efficiency and
rigorous measurement
• Profit is still a goal
• The best engines might be
complex to make but are
simple and elegant to use
54. UNDERSTAND PURPOSE
Purpose sets your world, it should be where you and your
customers agree to play. It’s as wide as you want it to be -
provided you operate with authenticity and permission
58. NORDSTROM'S COMMITMENT
In store or online, wherever new opportunities arise, Nordstrom
works relentlessly to give customers the most compelling
shopping experience possible. The one constant? John W.
Nordstrom's founding philosophy: offer the customer the best
possible service, selection, quality and value.
60. DRIVE SUSTAINABILITY
Sustainability is about paying attention to community standards and
then choosing to lead or when to participate in the related changes
Your customers would prefer you be responsible than give them a
loyalty program
Waste is a key concern, from plastic in landfill to unutilised assets, find
a way. Be consistent with your own brand and reputation
Don’t greenwash!
61. from: take to: give
take a position
share-holder oriented stakeholder alignment (SPICE)
create a purpose
sell a product promote a higher ideal
do business with anybody
(demographic)
do business with ‘believers’
(psychographic)
CSR responsible business
CREATING A LARGER BUSINESS SHIFT:
63. BE LOCAL
The cookie cutter doesn’t help your customer enjoy your company
Recognise you are part of the community you are located within
Customers remember difference and effort
65. BE PERSONAL
Don’t shout, have a conversation. Your customer will answer your questions for
as long as you show you are listening. Customise where you can
Listen, you might learn something
67. DON’T CARRY STOCK, CARRY SOLUTIONS
Talk to your customer, would they exchange ‘possibly have it now’ for
‘certainty at an agreed time’. Endless aisle is endlessly irritating
Offer services to help both of you
69. ‘channels are a language retailers
speak to justify what they’re spending
on IT. It’s not understood by the
customer’
Sir Charlie Mayfield, Chairman, John Lewis Partnership
75. “IT USE TO BE THAT THE ONLY THING THAT
MATTERED WAS THE SHAREHOLDER AND THE
BOTTOM LINE…
NOW WE WANT GREATER PURPOSE IN LIFE.
IF WE COULD GET EVERY BUSINESS TO ADOPT A
PROBLEM IT WOULD SOLVE BIG THINGS FOR THE
WORLD. IF WE DON’T DO THINGS LIKE THIS, WE
LEAVE IT TO GOVERNMENT AND THE SOCIAL
SECTOR - IT WON’T GET MUCH BETTER”
#retailoasis
76. “LONG-TERM THINKING IS MORE IMPORTANT
THAN SHORT-TERM.
THE QUESTION IS HOW DO WE MAKE SURE
WE’LL BE AROUND IN THE NEXT 100 YEARS?”
CEO, IKEA North America
#retailoasis
77. BUSINESSES RE-ORIENTING THIS WAY ARE
OUTPERFORMING…
TOTAL RETURN
15 YEARS 10 YEARS 5 YEARS 3 YEARS
FoE* COMPOSITE
*CONSCIOUS BIZ
1681% 410% 151% 83%
GOOD TO GREAT
COMPANIES
263% 176% 158% 222%
S&P 500 118% 107% 61% 57%
n.b. FOR composite includes Amazon, Starbucks, Ikea, Whole Foods, Nordstrom, Costco, REI, Ebay, Wegmans, Chipotle, L.L. Bean, Container Store, Trader Joes, New Balance, Patagonia etc.
#retailoasis
80. “IT’S NOT ONLY OUR JOB TO PROVIDE CLOTHING TO
WOMEN BUT ALSO TO LET THEM KNOW HOW MUCH
POWER THEY CAN HAVE IN THE FIGHT AGAINST
TRADITIONAL FASHION PRACTICES.
I HOPE THAT MOVING FOWARD SUSTAINABILITY ISN’T
SEEN AS AN ADDED BONUS FOR COMPANIES. IT SHOULD
BE THE STANDARD”
YAEL AFLALO, FOUNDER & CEO
#retailoasis
82. WHO’S DOING IT WELL?
WHOLEFOODS AND GOTHAM GREENS
#retailoasis
83. “HOW WOULD I FEEL IF WHAT I’M DOING RIGHT NOW IS
WRITTEN UP ON THE FRONT PAGE OF THE WALL STREET
JOURNAL OR THE NYT OR IF IT IS ON TV? WOULD I STLIL
DO IT?…THIS IS A USEFUL EXERCISE BECAUSE WE
SHOULDN’T BE EMBARRASSED OR ASHAMED OR
ANYTHING WE DO”
JOHN MACKEY, FOUNDER WHOLEFOODS MARKET
#retailoasis
88. RETAIL HAS TRADITIONALLY FOLLOWED A DERIVATIVE
MODEL - WHAT WORKED IN ONE COUNTRY WAS THEN
MADE TO WORK OR COPIED IN ANOTHER COUNTRY.
WE SEE COMPETITION AS VALIDATION - IF THEY’RE
DOING IT WE MUST DO IT TOO.
#retailoasis
89. “WHEN LOTS OF PEOPLE ARE
TRYING TO DO THE SAME THING
THAT’S THE DEFINITION OF
INSANITY”
PETER THIEL, FOUNDERS FUND
#retailoasis
90. WE ARE MOVING FROM GLOBALISATION TO
TECHNOLOGICAL PROGRESS - WHERE THE COMPETITION
DON’T EVEN THINK OF THEMSELVES AS RETAILERS
#retailoasis
91. “OUR VISION AT AMAZON IS TO BE THE WORLD’S MOST
CUSTOMER-CENTRIC COMPANY. WE DON’T VIEW OURSELVES
AS A BOOKSTORE OR A MUSIC STORE”
JEFF BEZOS, FOUNDER/CEO
#retailoasis
92. “THE EXPECTATION FOR GREAT CUSTOMER SERVICE
IS BEING SET BY DIGITAL NOT STORE. FROM THE TOP
DOWN WE LOOK AT THE DIGITAL POINT-OF-VIEW
AND HOW THAT WILL EFFECT HER EXPERIENCE”
REBECCA MINIOFF, FOUNDER/CEO
#retailoasis
93. “TO WIN YOU NEED GREAT TECHNOLOGY AND
THE BEST ENGINEERING TEAM”
MIKE MCNAMARA, TARGET CIO
#retailoasis
94. ⁃ Amazon Alexa in home
⁃ Warby Parker
⁃ Glossier
⁃ Outdoor Voices
AMAZON ALEX @ CES
101. EMERGING
MILLENNIAL
GENERATION - NO
NEED TO OWN
MINDSET
CONSCIOUS
CAPITALISM
THE SILICON
VALLEY EFFECT
ONLINE
COMMODITISING
PRODUCT + PRICE
RETAIL-AS-A
SERVICE
110. WE LIVE IN A TIME OF COMMODITISATION.
YOU CAN OVERCOME THIS THROUGH STRONG AND
EDITED CREATIVE DIRECTION - OR SAID ANOTHER
WAY NOT BEING EVERYTHING TO EVERYONE
111. “THE THING WE SELL AT OUR RESTAURANT IS
AVAILABLE AT EVERY OTHER RESTAURANT…IF
YOU’RE SELLING STUFF YOU’LL BE IN A COMMODITY
HEAP. YOU NEED A FLAVOUR OR A THREAD - TO BE A
GOOD EDITOR’
DANNY MEYER, CEO UNION SQUARE HOSPITALITY
121. 2.5 million
sq feet of exhibit space
140
countries represented
177,000+
attendees (+7K from last year)
580
exhibitors in Eureka Park
25,000
new products will launch
53,000+
international attendees
123. OSSIC X
- First headphones
designed for VR
- Markes music and
sound appear to
‘move’ as you turn your
head
124. - Only smartphones to
feature Google Tango
Technology
- Sensors convert a room
into a virtual playspace
- US$733-$1,333
125. - Turns any couch or
chair into a cockpit
- Matches with home
theatre, music, VR
126.
127.
128.
129. Razor Project Valerie
- Triple display laptop - still
in prototype phase
- 3x17” displayed designed
for gaming. 108 degree
wraparound experience
130. - Hear One: World’s first in-
ear computer
- Designed to be worn all
day, connects to AI
personal assistant and
dynamic translation
- US $299 pre-order
132. - World’s first wearable
blood alcohol sensor
- Inc. Socially enabled
mobile app to see ‘who’s
partying the hardest’
- US$99
133. Hair Coach
- L’areal & Withings - a hair
advisor in brush form
- Trains you to improve
brushing technique by
vibrating when stroked
too hard
- US$200
134.
135. Kissenger
- World’s first mobile kiss
messenger
- Kiss loved ones even
when you’re physically
apart.
136. THEN (90s) NOW (00s) NEXT (20s)
INFORMATION
AGE
INTERACTIVE
AGE
IMMERSIVE
AGE
connected computers
allowed those who
controlled knowledge to
dominate
connected devices
allowed those creating
compelling experiences
to rule
advancements allow
those who push
reality to be seen as
leaders