Хельга Троленберг-Бухольц (Helga Trölenberg-Buchholz) профессиональный консультант по вопросам ДТ, Германия

1. High speed and non-predictable customer behaivior in mail order retail and e-commerce Helga Trölenberg-Buchholz Germany

3. Consumers today

4. Information Value Experience Service Respect

5. On and off Again and again

6. Cross-channel expectations

7. Do well and talk about

8. > 600 Mio. Facebook user 80 different countries 0 Euro for a Spanish version

9. ... as well as...

10. LOHAS - Lifestyle of health and sustainability Source: Zukunftsinstitut GmbH

11. Car Mobility TV Information Entertainment Refrigerator Convenience Storage Supermarket Shopping Traditional family Wealth Mass consumption Yesterday

12. Source: Zukunftsinstitut GmbH Car Mobility TV Information Entertainment Refrigerator Convenience Storage Supermarket Shopping Traditional family Wealth Mass consumption Yesterday Mobility Mix Communities Prosumer media Sustainable cooking health enjoyment Convenience Third places Communication Patchwork society Life value Mass sophistication Tomorrow

13. 5 years 3 0

14. Future of mail order and e-commerce

16. Personal data for personal service

17. 100 % more conversion Source: Whitepaper Wie Nutzer-generierte Inhalte den Online-Umsatz steigern, 2011

18. Business Intelligence for everybody

19. Channel Customer Time Price Product

20. And now?

21. Common sense Trust Behind the curtain Personalisation

22. Test yourself

23. Thank you! Helga Trölenberg-Buchholz Mail order and e-commerce consultancy Thurower Str. 1a D – 19217 Groß Molzahn Germany Telefon: +49 (0) 38875 – 229807 Mobil: +49 (0) 170 – 738 8910 E-Mail: [email_address]