Le magasin du futur - Keynote Zappos E-Commerce Paris 2013 par Dominique Piotet (Rebellion Lab)

Petit Web
Petit WebJournaliste at Petit Web
Zappos : the future of Retail is
Digital…and we haven’t seen
anything yet!
25 septembre 2013
Votre Logo
ici
DOMINIQUE PIOTET
Digital strategy and innovation for large organizations
EUROPE CONSEIL
Manager of e-business team
L’ATELIER BNP
President and CEO
REBELLION LAB
Founder and Chief Rebel
ZEN FACTORY
Founder
LA POSTE
“35 hours” manager
Head of Internet strategy
BNP PARIBAS
Director of Internet and
Intranet strategy
PARIS
Votre Logo
ici
Introduction: Web vs. Store?
1 – Zappos
2 – Zappos’ efforts in Las Vegas
3 – Future of retail…is digital
3.1 – Concepts and trends
3.2 – The store of the present
3.3 – The store of the future
3.4 – The four big challenges of the store of the future
Keynote Conclusion
AGENDA
Votre Logo
ici
INTRODUCTION: WEB VS. STORE?
In 2012 :
Online
commerce
+ 19 %
In-store
commerce
- 2 %
Reasons why
consumers prefer
online commerce :
1 – Price
2 – Gain of time
3 – Avoid moving
4 – Good deals
5 – Shop whenever and
wherever wanted
Reasons why
consumers prefer
instore commerce :
1 – See the product
2 – Get it right away
3 – Touch and feel the
product
4 – Avoid delivery fees
5 – Try the product
BVA-Mappy, 2013
Votre Logo
ici
INTRODUCTION: WEB VS. STORE?
Four new consumer behaviors:
FULL STORE SHOWROOMER ROPO
(Research Online,
Purchase Offline)
FULL DIGITAL
88 %78 %41 %63 %
BVA-Mappy, 2013
Votre Logo
ici
INTRODUCTION: WEB VS. STORE?
BEFORE
WEB VS. STORE
NOW
WEB-TO-STORE
! Consumer are not exclusive to a single profile.
! There is a necessity to make the bridge
between in-store commerce and methods of
online commerce.
! With the need of enhanced consumer
experience, Web and Store cannot stay
competitors…they must become
complementary.
à
BVA-Mappy, 2013
Votre Logo
ici
1 – BUSINESS CASE: ZAPPOS
Votre Logo
ici
KEY FIGURES
! Founded in 1999 in San Francisco with the
vision of becoming the online shoe store with
the best selection and the best service.
! Moved the headquarters to Las Vegas in 2004.
! Turned profitable for the first time in 2007:
topped $100 million in monthly merchandise
sales in December, ending the year with
revenue of $840 million.
! Bought by Amazon in 2009 for $1.2 billion.
! US Leader for Shoes Online.
! 1,300 employees.
! Revenue of $2.2 billion in 2011, 20% average
Growth y/y.
Votre Logo
ici
STRATEGY
! “We are a Service Company that happen to sell
clothes”.
! The 3C:
–  Clothing
–  Customer Service
–  Culture
! Almost No Marketing Expenses:
–  Customer Service is The New Marketing: free
shipping and free return, 365-day return policy, 24/7
call center + Upgrades & Surprises
–  Word of Mouth
–  Loyalty
! Focus only on the United States
! No Outsourcing for Logistics & Customer Service
Votre Logo
ici
CULTURE IS EVERYTHING
–  Deliver WOW Through Service
–  Embrace and Drive Change
–  Create Fun and A Little Weirdness
–  Be Adventurous, Creative, and Open-Minded
–  Pursue Growth and Learning
–  Build Open and Honest Relationships With
Communication
–  Build a Positive Team and Family Spirit
–  Do More With Less
–  Be Passionate and Determined
–  Be Humble
! The company lives by 10 core values from which are developed the culture,
the brand and the business strategies.
Votre Logo
ici
CULTURE IS EVERYTHING
–  In 2005, Zappos came up with the idea of
the “Culture Book”.
–  Collage of submissions from employees
sharing what the Zappos culture means to
them.
–  Submissions are unedited.
–  New book each year.
! “How can we sustain this culture? How can we remember it while
simultaneously inspiring ourselves for the next year?”
Votre Logo
ici
AND ZAPPOS CREATED…ZAPPOS COUTURE
! In 2004, Couture was created as the line for high-end shoes and clothes.
! Value proposition : accessing the latest and greatest items from the best
international fashion houses online…while enjoying the same best-of-class
customer service experienced with Zappos.com.
! 10% of Zappos revenues are now made by Zappos Couture.
Votre Logo
ici
2 – ZAPPOS’ EFFORTS IN LAS VEGAS
Votre Logo
ici
MOVE OF THE HEADQUARTERS…
NEW HQ
DOWNTOWN LAS VEGAS
•  Former City Hall Building
•  Opened on September
9th 2013
•  $60 million invested in
renovation and
transformation
FORMER HQ
HENDERSON
Votre Logo
ici
…AS THE FIRST STEP OF THE
! THE BET: transform Downtown Las Vegas into the most community-focused
large city in the world.
ARTS, MUSIC, CULTURE
COMMUNITY AND COWORKING
EDUCATION
ENTREPRENEURSHIP
TECHNOLOGY
URBAN DEVELOPMENT
THE PILLARS OF THE PROJECT ROI
Return On Investment
Maximizing short-term
ROC
Return On Community
Maximizing long-term
Votre Logo
ici
: HOW?
$200 million in residential
and real estate
+ $50 million in small
businesses
+ $50 million in education
+ $50 million in tech startups
= $350 million investment
for the revitalization of
Downtown Las Vegas…
…invested by Zappos CEO Tony
Hsieh who has initiated the
project and leads it.
Votre Logo
ici
: SITE EXAMPLE
Container Park is
set to be the new
heart of Downtown
Las Vegas with a
mix of cafes,
boutiques, bars,
galleries,
community space,
an outdoor theater,
children’s play area,
and Catalyst Dome.
Votre Logo
ici
STORE
In the city of the future, will come the Store of the Future with :
: STAY TUNED!
Votre Logo
ici
Why in Las Vegas ?
Because Shopping IS Vegas: luxury brands, demographic, number of
visitors….Our audience is in the City.
WHAT STORE OF THE FUTURE FOR DOWNTOWN?
Votre Logo
ici
3 – FUTURE OF RETAIL…IS DIGITAL
Votre Logo
ici
3.1 – CONCEPTS AND TRENDS
At the intersection of Retail and Digital, what are the
concepts to understand?
What are the upcoming trends?
Votre Logo
ici
SHOPPERS ARE MORE FUN AND SOCIAL!
Votre Logo
ici
DIGITAL IS “MELTING” IN RETAIL 
Votre Logo
ici
NO MATTER WHAT YOU DO…PEOPLE ARE
BRINGING DIGITAL IN
Votre Logo
ici
MOBILE SHOWS A FAST-PACED MOMENTUM
1.5B smartphone users in 2013 in the world, 31% of growth compared to 2012.
5B mobile users in 2013 in the world.
Users turn to their phones about 150 times a day.
Part of mobile traffic within
global internet traffic is
multiplying by 1.5 every year
...
and is likely to maintain or
accelerate the pace.
2013 Internet trends report
Mary Meeker  Liang Wu, KPCB
Votre Logo
ici
MOBILE IS NOT ONLY ABOUT PHONES
Ipad growth has been about 3 times faster than Iphone growth as one compares first 12
quarters cumulative unit shipments for the two devices.
Tablet shipments surpassed desktop
PCs and notebook PCs shipments for
the first time in Q4 2012
...
less than 3 years from introduction on
the market.
Mobile will soon include wearable technologies
(glasses, watches, apparel). 2013 Internet trends report
Mary Meeker  Liang Wu, KPCB
Votre Logo
ici
SOLOMO: CONTEXT MATTERS
SO CIAL LO CAL MO BILE
The platform you use to engage with your
target audience and promote your message.
Your area(s) of
concentration or relevant
proximity.
The medium of communication between
your brand and your customers.
94% of smartphone users have
searched for local information.
60% of mobile wi-fi hotspot users
tag their social statuses, photo
uploads or other posts with their
location.
79% of smartphone owners are
smartphone shoppers ... and
84% of them use their phones
to help shop while in store.
15 minutes is the average time
of smartphone use in-store.
64% of smartphone users use their
devices to visit social networks at
least once per day.
In fact, smartphone users spend an
average of 7.4 hours per month on
Facebook alone.
Votre Logo
ici
STORES OF THE FUTURE ARE STILL “GEEKY
DRIVEN” …
Microsoft Retail Center
Intel Magic Mirror
Votre Logo
ici
OR FASHION AND CONCEPT STORE DRIVEN
Karl’s Pop-Up Store with
NAP
Burberry's new Flagship
Votre Logo
ici
MOST RETAILER DON’T HAVE A 360° SEAMLESS CUSTOMER
EXPERIENCE IN MIND. ESPECIALLY IN LUXURY.
Hotel
Concierge
Online  Offline
Customer Journeys
are Consistent in
Experience and
Quality
Google
Glasses
IPAD
Barcode to
download
APP
Valet
Parking
Outside
Recreational
Area
Window
Displays
Magazines
Hotel
TV
Online
Personal
Shopper
Browsing
Fitting Rooms
Electronic
Revolver
Self Checkout
All Clerks are
points of sale
(POS)
Mobile Payment
Automatic Inventory
Levels
Item scanning
In-store purchase
activity
Bar
Spa
1-Day Shipping
Customer
Satisfaction
Survey
VIP  Loyalty
Programs
Gallery
Billboard
Digital Fitting
Room
Awareness Consideration Purchase  Payment Service  Post Purchase
STORE OF THE FUTURE CUSTOMER JOURNEY MAP – TOURIST SCENARIO
FIRST VISIT
Technology
Hotspots
Store Features/
Experience
Marketing
Channels
Technology
Hotspots
Hotel
Concierge
Google
Glasses
IPAD
Store Features/
Experience
Marketing
Channels
Valet
Parking
Outside
Recreational
Area
Window
Displays
Magazines
Hotel
TV
Online
Personal
Shopper
Browsing
Fitting Rooms
Electronic
Revolver
Self Checkout
All Clerks are
points of sale
(POS)
Mobile Payment
Personalization of
Experience
Item scanning
In-store purchase
activity
Bar
Spa
1-Day Shipping
Customer
Satisfaction
Survey
VIP  Loyalty
Programs
Gallery
Billboard
Digital Fitting
Room
Trigger/Incentive Consideration Purchase  Payment Service  Post Purchase
RFID
Customer
Recognition
Zappos
C. App
Customer is triggered to visit the
store again because of various
influencers:
•  Second Visit to Vegas
•  Marketing Channel Triggers
•  Use Loyalty Rewards/Points
Note:
Marketing ads will
contain triggers for
second visit  repeat
customers such as
long-tail online
recommendation
strategy
Recommendation of
items based on
purchase history
Customer is recognized via RFID
and incentivized to use previously
untried features such as personal
shopper
Specific brands are recommended to the customer
based on the purchase history in store and via
online account  app.
Customer is informed on post-purchase perks,
upcoming Brand releases and available services
such as Bar/Café  Spa
•  85% of customers stated they would be willing to
pay up to 25% more to ensure a superior
customer experience.
•  55% became a customer of a company because
of their reputation for great customer service.
•  55% are willing to recommend a company due to
outstanding service, more so than product or
price.
•  66% of customers cited customer service as the
biggest driver for encouraging greater spending.
*
* Harris Interactive Customer Experience Impact Report
STORE OF THE FUTURE CUSTOMER JOURNEY MAP – TOURIST SCENARIO
SECOND VISIT
Hotel Concierge
VIP  Rock stars
enjoy a tailored,
exclusive and
customized
experience
throughout their visit
Google
Glasses
IPAD
Barcode to
download
APP
Valet
Parking
Outside
Recreational
Area
Window
Displays
Hotel
Social
Network
Personal
Shopper
Browsing
Exclusive Fitting
Rooms
Exclusive Point
of sale (POS)
Mobile Payment
Item scanning
Bar
Spa
Same Day
Shipping
VIP Programs
Gallery
Digital Fitting
Room
Store Promotion Consideration Exclusivity in Browsing/Purchase Service  Post Purchase
Store is promoted to the
customer during his stay in
Vegas via various channels
Customer is automatically opted in
for personal shopper and exclusive
parking/valet service
Customer enjoys a range of exclusive brands that
are personalized and customized to his/her taste.
Brands and products preference are
communicated to the store management before
the visit
Customer is automatically opted in for an exclusive
session at the spa, and have the option of private
seating at Bar/Cafe
Agent
Special Event/
Invitation
Customized
Brands/
Products
STORE OF THE FUTURE CUSTOMER JOURNEY MAP –
VIP/ROCKSTAR SCENARIO
Technology
Hotspots
Store Features/
Experience
Marketing
Channels
Votre Logo
ici
BIG DATA FOR OPTIMUM RETAIL
V olume V ariety V elocity
V iability
V alue
Strong increase in retailers’ operating margins possible if consumer big data used to
its fullest potential. Which functions? Which levers?
MARKETING
• Cross-selling
• Location-based marketing
• In-store behavorial analysis
• Customer micro-segmentation
• Sentiment analysis
• Multi-channel experience
MERCHANDISING
• Assortment optimization
• Pricing optimization
• Placement and design
optimization
SUPPLY CHAIN
• Inventory Management
• Distribution and logistics
optimization
+10% to
+30%
+10% to
+40%
+5% to
+35%
Votre Logo
ici
We are entering Wave III
1.  Consumer centric
2.  “Experiential Superiority”
3.  Distributional Superiority
4.  Superior Value-Chain Control
And also:
• “Pop-Up” stores and other preemptive distribution
opportunities will become proactive strategies as
opposed to marketing opportunities
• Small, rapidly cycled niche brands will trump mega-
brands.
• Digital world is an “unstoppable catalyst”.
DISRUPTION HAS NOT HAPPENED YET
Votre Logo
ici
What is it?
• A luxury concept store of the
Future (from the window to the
operation)
• A bar of the Future
• Offline  Online
• A constant work in Progress
WHAT STORE OF THE FUTURE FOR DOWNTOWN?
Votre Logo
ici
What is the concept?
• Curation  Luxury
• Design
• Technology
• Seamless 360
Customer Experience
(offline and online)
• To create an amazing
customer experience
WHAT STORE OF THE FUTURE FOR DOWNTOWN?
Votre Logo
ici
3.2 - THE STORE OF THE PRESENT
What has been done with digital so far? Not much…
Has digital been used as an enabler? Not really yet…
Le magasin du futur - Keynote Zappos E-Commerce Paris 2013 par Dominique Piotet (Rebellion Lab)
Le magasin du futur - Keynote Zappos E-Commerce Paris 2013 par Dominique Piotet (Rebellion Lab)
Votre Logo
ici
3.3 - THE STORE OF THE FUTURE
How Digital will impact the Store of the Future?
With which technologies?
Digital will take place all along the Customer
Journey…
Awareness Consideration Purchase
…outside the store, at the store window, in the store
and finally in front of the product.
Votre Logo
ici
OUTSIDE THE STORE
GPS
Wifi
connection
Geolocation
Personalized
signage
Votre Logo
ici
EXAMPLES: GEOLOCATION
Votre Logo
ici
AT THE STORE WINDOW
Facial
recognition
Rich
media
(QR)
Interactive
window display
Social
shopping Personalized
signage
Geofencing
Votre Logo
ici
IN-STORE ENVIRONMENT
Mannequin
holograms
Personalized
sound and light
ambiance
App / Game /
Map
Interactive
dressing room
Interactive
mirror
Wifi
access Crowd-sourced
hotspots
Check-in and
Personalized
feed
Votre Logo
ici
EXAMPLE: MARKS  SPENCER
Votre Logo
ici
EXAMPLE: GUCCI, MILAN
Votre Logo
ici
THE “PRODUCT” STORY
Augmented
reality
Real-time
data
Rich media
(QR)
Dynamic
signage
Interactive
features
Ratings and
reviews
Ratings and
reviews
Rich media
panel
Showrooming 3D printing Mobile
checkout
Votre Logo
ici
EXAMPLE: 3D PRINTERS AT UPS SAN DIEGO
Pilot program, August 2013
Votre Logo
ici
3.4 – THE FOUR BIG CHALLENGES OF THE
STORE OF THE FUTURE
TECHNOLOGY
FUNCTIONALITIES
INTEGRATION
ON/OFF
PAYMENT
HUMAN
Votre Logo
ici
KEYNOTE CONCLUSION
Digital screens
that display
dynamic
information
where user’s
role is more
passive.
InteractiveTerminal Integrated Everywhere
Digital presence
invites the visitor
to participate:
interactivity can
incite curiosity,
entertainment,
etc.
Digital activities are
integrated between
devices and platforms,
between offline and
online and between
people and machines.
Commerce
happens when,
where and how the
customer wants it:
bricks and clicks
form a single
ecosystem.
In the evolution of digital integration within the physical store, 4 stages:
The store of the future will be the stage where the integration
physical space/digital space will be fully accomplished.
Votre Logo
ici
KEYNOTE CONCLUSION
Store of the future: commerce everywhere.
Votre Logo
ici
THANK YOU FOR YOUR ATTENTION!
QUESTIONS?
Contact:
Dominique Piotet
dominique@rebellionlab.com
1 of 53

Recommended

Digital Strategy For Retail: Omnichannel (The Hive Think Tank) by
Digital Strategy For Retail: Omnichannel (The Hive Think Tank)Digital Strategy For Retail: Omnichannel (The Hive Think Tank)
Digital Strategy For Retail: Omnichannel (The Hive Think Tank)iVentures Consulting
9.7K views20 slides
The Ecommerce Department of The Future by
The Ecommerce Department of The FutureThe Ecommerce Department of The Future
The Ecommerce Department of The FuturePracticology
894 views88 slides
Leader of the pack: Differentiating your brand with new global service models by
Leader of the pack: Differentiating your brand with new global service modelsLeader of the pack: Differentiating your brand with new global service models
Leader of the pack: Differentiating your brand with new global service modelsNational Retail Federation
717 views55 slides
Omni-channel in Retail. Lessons for the automotive industry by
Omni-channel in Retail. Lessons for the automotive industryOmni-channel in Retail. Lessons for the automotive industry
Omni-channel in Retail. Lessons for the automotive industryIgnitionOne
2.8K views78 slides
Beyond Omni-Channel Retailing by
Beyond Omni-Channel RetailingBeyond Omni-Channel Retailing
Beyond Omni-Channel RetailingThoughtworks
5.4K views54 slides
Conquering The Omnichannel Arena by
Conquering The Omnichannel ArenaConquering The Omnichannel Arena
Conquering The Omnichannel ArenaG3 Communications
103K views55 slides

More Related Content

What's hot

ROPO and web-to-store for Luxury Goods by
ROPO and web-to-store for Luxury GoodsROPO and web-to-store for Luxury Goods
ROPO and web-to-store for Luxury GoodsNicolas Prigent
10.1K views20 slides
Practicology Conference - customer-centric retail presentation by
Practicology Conference - customer-centric retail presentationPracticology Conference - customer-centric retail presentation
Practicology Conference - customer-centric retail presentationPracticology
424 views36 slides
Omni-channel retail : The new normal by
Omni-channel retail : The new normalOmni-channel retail : The new normal
Omni-channel retail : The new normalSonata Software
1.1K views8 slides
Leadership in retail innovation. Carsten Wulff by
Leadership in retail innovation. Carsten WulffLeadership in retail innovation. Carsten Wulff
Leadership in retail innovation. Carsten WulffStrongPoint
856 views36 slides
FASHION & BEAUTY TECH: 20 STARTUPS THAT ARE REINVENTING CUSTOMER EXPERIENCE by
FASHION & BEAUTY TECH: 20 STARTUPS THAT ARE REINVENTING CUSTOMER EXPERIENCEFASHION & BEAUTY TECH: 20 STARTUPS THAT ARE REINVENTING CUSTOMER EXPERIENCE
FASHION & BEAUTY TECH: 20 STARTUPS THAT ARE REINVENTING CUSTOMER EXPERIENCEiVentures Consulting
8K views31 slides
How to Design for an Omni-Channel Shopping Experience by
How to Design for an Omni-Channel Shopping ExperienceHow to Design for an Omni-Channel Shopping Experience
How to Design for an Omni-Channel Shopping ExperienceUserZoom
3.8K views25 slides

What's hot(20)

ROPO and web-to-store for Luxury Goods by Nicolas Prigent
ROPO and web-to-store for Luxury GoodsROPO and web-to-store for Luxury Goods
ROPO and web-to-store for Luxury Goods
Nicolas Prigent10.1K views
Practicology Conference - customer-centric retail presentation by Practicology
Practicology Conference - customer-centric retail presentationPracticology Conference - customer-centric retail presentation
Practicology Conference - customer-centric retail presentation
Practicology424 views
Omni-channel retail : The new normal by Sonata Software
Omni-channel retail : The new normalOmni-channel retail : The new normal
Omni-channel retail : The new normal
Sonata Software1.1K views
Leadership in retail innovation. Carsten Wulff by StrongPoint
Leadership in retail innovation. Carsten WulffLeadership in retail innovation. Carsten Wulff
Leadership in retail innovation. Carsten Wulff
StrongPoint856 views
FASHION & BEAUTY TECH: 20 STARTUPS THAT ARE REINVENTING CUSTOMER EXPERIENCE by iVentures Consulting
FASHION & BEAUTY TECH: 20 STARTUPS THAT ARE REINVENTING CUSTOMER EXPERIENCEFASHION & BEAUTY TECH: 20 STARTUPS THAT ARE REINVENTING CUSTOMER EXPERIENCE
FASHION & BEAUTY TECH: 20 STARTUPS THAT ARE REINVENTING CUSTOMER EXPERIENCE
How to Design for an Omni-Channel Shopping Experience by UserZoom
How to Design for an Omni-Channel Shopping ExperienceHow to Design for an Omni-Channel Shopping Experience
How to Design for an Omni-Channel Shopping Experience
UserZoom3.8K views
Service Innovation in Retail / Service Design Drinks Berlin by Service Design Berlin
Service Innovation in Retail / Service Design Drinks BerlinService Innovation in Retail / Service Design Drinks Berlin
Service Innovation in Retail / Service Design Drinks Berlin
100 Best practices in Omnichannel by eshopexpo
100 Best practices in Omnichannel 100 Best practices in Omnichannel
100 Best practices in Omnichannel
eshopexpo25.7K views
Evolution of luxury retailers in disruptive Omni-channel world by esiml
Evolution of luxury retailers in disruptive Omni-channel worldEvolution of luxury retailers in disruptive Omni-channel world
Evolution of luxury retailers in disruptive Omni-channel world
esiml13.2K views
The Evolution of the Omni-Channel Supply Chain Experience - N. Budzyn by Nick Budzyn
The Evolution of the Omni-Channel Supply Chain Experience - N. BudzynThe Evolution of the Omni-Channel Supply Chain Experience - N. Budzyn
The Evolution of the Omni-Channel Supply Chain Experience - N. Budzyn
Nick Budzyn779 views
E-COMMERCE GROWTH: 25 proven tactics to grow your E-Commerce by iVentures Consulting
E-COMMERCE GROWTH: 25 proven tactics to grow your E-CommerceE-COMMERCE GROWTH: 25 proven tactics to grow your E-Commerce
E-COMMERCE GROWTH: 25 proven tactics to grow your E-Commerce
iVentures Consulting31.3K views
Digital transformation: the future of retail by Mosoco Ltd
Digital transformation: the future of retailDigital transformation: the future of retail
Digital transformation: the future of retail
Mosoco Ltd1.5K views
The Convergence of Content and Commerce in a Complex World by Mozu
The Convergence of Content and Commerce in a Complex WorldThe Convergence of Content and Commerce in a Complex World
The Convergence of Content and Commerce in a Complex World
Mozu1.2K views
International perspectives on building a digital-first culture inside your or... by National Retail Federation
International perspectives on building a digital-first culture inside your or...International perspectives on building a digital-first culture inside your or...
International perspectives on building a digital-first culture inside your or...
UX for eCommerce Fashion by Divante
UX for eCommerce FashionUX for eCommerce Fashion
UX for eCommerce Fashion
Divante1.3K views

Viewers also liked

How Zappos Built a Billion Dollar Company Through a Customer Focused Culture by
How Zappos Built a Billion Dollar Company Through a Customer Focused CultureHow Zappos Built a Billion Dollar Company Through a Customer Focused Culture
How Zappos Built a Billion Dollar Company Through a Customer Focused CultureParature, from Microsoft
6K views43 slides
Zappos Interview Presentation by
Zappos Interview PresentationZappos Interview Presentation
Zappos Interview Presentationyuksel ulgen
2.6K views17 slides
Zappos ETail Europe - Top 10 Lessons Learned in eCommerce by
Zappos ETail Europe - Top 10 Lessons Learned in eCommerceZappos ETail Europe - Top 10 Lessons Learned in eCommerce
Zappos ETail Europe - Top 10 Lessons Learned in eCommercezappos
11.9K views29 slides
Zappos Content Strategy Case study by Two Pens by
Zappos Content Strategy Case study by Two PensZappos Content Strategy Case study by Two Pens
Zappos Content Strategy Case study by Two PensCynthia Hartwig
8.3K views45 slides
Zappos All Hands 2008 02 29 Public by
Zappos All Hands 2008 02 29 PublicZappos All Hands 2008 02 29 Public
Zappos All Hands 2008 02 29 Publiczappos
1.6K views24 slides
Zappos, Social Media, and the Cult of Wow by
Zappos, Social Media, and the Cult of WowZappos, Social Media, and the Cult of Wow
Zappos, Social Media, and the Cult of WowAdam Audette
1.9K views48 slides

Viewers also liked(16)

How Zappos Built a Billion Dollar Company Through a Customer Focused Culture by Parature, from Microsoft
How Zappos Built a Billion Dollar Company Through a Customer Focused CultureHow Zappos Built a Billion Dollar Company Through a Customer Focused Culture
How Zappos Built a Billion Dollar Company Through a Customer Focused Culture
Zappos Interview Presentation by yuksel ulgen
Zappos Interview PresentationZappos Interview Presentation
Zappos Interview Presentation
yuksel ulgen2.6K views
Zappos ETail Europe - Top 10 Lessons Learned in eCommerce by zappos
Zappos ETail Europe - Top 10 Lessons Learned in eCommerceZappos ETail Europe - Top 10 Lessons Learned in eCommerce
Zappos ETail Europe - Top 10 Lessons Learned in eCommerce
zappos11.9K views
Zappos Content Strategy Case study by Two Pens by Cynthia Hartwig
Zappos Content Strategy Case study by Two PensZappos Content Strategy Case study by Two Pens
Zappos Content Strategy Case study by Two Pens
Cynthia Hartwig8.3K views
Zappos All Hands 2008 02 29 Public by zappos
Zappos All Hands 2008 02 29 PublicZappos All Hands 2008 02 29 Public
Zappos All Hands 2008 02 29 Public
zappos1.6K views
Zappos, Social Media, and the Cult of Wow by Adam Audette
Zappos, Social Media, and the Cult of WowZappos, Social Media, and the Cult of Wow
Zappos, Social Media, and the Cult of Wow
Adam Audette1.9K views
Zappos Analysis and Implementation Pitch by Sabina Chaudhuri
Zappos Analysis and Implementation PitchZappos Analysis and Implementation Pitch
Zappos Analysis and Implementation Pitch
Sabina Chaudhuri3.3K views
Zappos Ppt by Adreka
Zappos PptZappos Ppt
Zappos Ppt
Adreka3.1K views
Zappos - SXSW - 3-14-09 by zappos
Zappos - SXSW - 3-14-09Zappos - SXSW - 3-14-09
Zappos - SXSW - 3-14-09
zappos51.5K views
Zappos lessons: Building a Customer-Focused Culture by Thor
Zappos lessons: Building a Customer-Focused CultureZappos lessons: Building a Customer-Focused Culture
Zappos lessons: Building a Customer-Focused Culture
Thor60.3K views
Zappos Case Analysis Itm Fenway Cohort Team 9 by Ashish Tandon
Zappos Case Analysis  Itm  Fenway Cohort  Team 9Zappos Case Analysis  Itm  Fenway Cohort  Team 9
Zappos Case Analysis Itm Fenway Cohort Team 9
Ashish Tandon16.6K views

Similar to Le magasin du futur - Keynote Zappos E-Commerce Paris 2013 par Dominique Piotet (Rebellion Lab)

Igor krakovsky speaker at etail mobile shopping summit 2015 by
Igor krakovsky speaker at etail mobile shopping summit 2015Igor krakovsky speaker at etail mobile shopping summit 2015
Igor krakovsky speaker at etail mobile shopping summit 2015Igor Krakovsky
544 views30 slides
Retail Luxury Trends & Future Implications by
Retail Luxury Trends & Future ImplicationsRetail Luxury Trends & Future Implications
Retail Luxury Trends & Future ImplicationsDeloitte Digital SEA
2K views27 slides
Unlock growth potential in the post-mobile era by
Unlock growth potential in the post-mobile eraUnlock growth potential in the post-mobile era
Unlock growth potential in the post-mobile eraTrebbble
376 views38 slides
Isobar_Vietnam_Creds_April13_Final by
Isobar_Vietnam_Creds_April13_FinalIsobar_Vietnam_Creds_April13_Final
Isobar_Vietnam_Creds_April13_FinalIsobar Vietnam
832 views24 slides
Creating Omnichannel Experiences with Loblaw Digital - eCommerce Toronto Meetup by
Creating Omnichannel Experiences with Loblaw Digital - eCommerce Toronto MeetupCreating Omnichannel Experiences with Loblaw Digital - eCommerce Toronto Meetup
Creating Omnichannel Experiences with Loblaw Digital - eCommerce Toronto MeetupDemac Media
3K views39 slides
E info solutions by
E info solutionsE info solutions
E info solutionsE Info Solutions Pvt. Ltd.
569 views91 slides

Similar to Le magasin du futur - Keynote Zappos E-Commerce Paris 2013 par Dominique Piotet (Rebellion Lab)(20)

Igor krakovsky speaker at etail mobile shopping summit 2015 by Igor Krakovsky
Igor krakovsky speaker at etail mobile shopping summit 2015Igor krakovsky speaker at etail mobile shopping summit 2015
Igor krakovsky speaker at etail mobile shopping summit 2015
Igor Krakovsky544 views
Unlock growth potential in the post-mobile era by Trebbble
Unlock growth potential in the post-mobile eraUnlock growth potential in the post-mobile era
Unlock growth potential in the post-mobile era
Trebbble376 views
Isobar_Vietnam_Creds_April13_Final by Isobar Vietnam
Isobar_Vietnam_Creds_April13_FinalIsobar_Vietnam_Creds_April13_Final
Isobar_Vietnam_Creds_April13_Final
Isobar Vietnam832 views
Creating Omnichannel Experiences with Loblaw Digital - eCommerce Toronto Meetup by Demac Media
Creating Omnichannel Experiences with Loblaw Digital - eCommerce Toronto MeetupCreating Omnichannel Experiences with Loblaw Digital - eCommerce Toronto Meetup
Creating Omnichannel Experiences with Loblaw Digital - eCommerce Toronto Meetup
Demac Media3K views
Remarkable Retail by Table19
Remarkable RetailRemarkable Retail
Remarkable Retail
Table191.2K views
Creating places where people want to be by SCG International
Creating places where people want to be Creating places where people want to be
Creating places where people want to be
SCG International986 views
6 Retail Trends & 7 Ways Amazon is Changing Everything by Deborah Weinswig
6 Retail Trends & 7 Ways Amazon is Changing Everything 6 Retail Trends & 7 Ways Amazon is Changing Everything
6 Retail Trends & 7 Ways Amazon is Changing Everything
Deborah Weinswig1.1K views
eShopBuilders - Business Plan Sample by Manish K. Jha
eShopBuilders - Business Plan SampleeShopBuilders - Business Plan Sample
eShopBuilders - Business Plan Sample
Manish K. Jha718 views
1st Shopify Meetup in Perth - February 2018 by TradeGecko
1st Shopify Meetup in Perth - February 20181st Shopify Meetup in Perth - February 2018
1st Shopify Meetup in Perth - February 2018
TradeGecko1K views
DW 2015: Jen Wong - Content & Commerce by Telenor Group
DW 2015: Jen Wong - Content & CommerceDW 2015: Jen Wong - Content & Commerce
DW 2015: Jen Wong - Content & Commerce
Telenor Group759 views
Anders Inno - Technology Review 2013 by andersinno
Anders Inno - Technology Review 2013Anders Inno - Technology Review 2013
Anders Inno - Technology Review 2013
andersinno3.9K views
eTailNordic2016 programme July by Marta Beacom
eTailNordic2016 programme JulyeTailNordic2016 programme July
eTailNordic2016 programme July
Marta Beacom483 views
Daring to be_digital seminar_5th march edinburgh by Precedent
Daring to be_digital seminar_5th march edinburghDaring to be_digital seminar_5th march edinburgh
Daring to be_digital seminar_5th march edinburgh
Precedent454 views
PRINTED BY J Kingston [email protected]. Printing is for pe.docx by sleeperharwell
PRINTED BY J Kingston [email protected]. Printing is for pe.docxPRINTED BY J Kingston [email protected]. Printing is for pe.docx
PRINTED BY J Kingston [email protected]. Printing is for pe.docx
sleeperharwell3 views

More from Petit Web

Grand Format - IA, Stop au blabla - Présentation M6 Publicité by
Grand Format - IA, Stop au blabla - Présentation M6 PublicitéGrand Format - IA, Stop au blabla - Présentation M6 Publicité
Grand Format - IA, Stop au blabla - Présentation M6 PublicitéPetit Web
2.2K views5 slides
Grand Format "Data to Consumer" - Présentation Accenture Interactive by
Grand Format "Data to Consumer" - Présentation Accenture InteractiveGrand Format "Data to Consumer" - Présentation Accenture Interactive
Grand Format "Data to Consumer" - Présentation Accenture InteractivePetit Web
2.3K views10 slides
Grand Format "Data to Consumer" - Présentation Bird & Bird by
Grand Format "Data to Consumer" - Présentation Bird & BirdGrand Format "Data to Consumer" - Présentation Bird & Bird
Grand Format "Data to Consumer" - Présentation Bird & BirdPetit Web
3K views16 slides
Grand Format "Data to Consumer" - Présentation Klepierre - Cas Renault by
Grand Format "Data to Consumer" - Présentation Klepierre - Cas RenaultGrand Format "Data to Consumer" - Présentation Klepierre - Cas Renault
Grand Format "Data to Consumer" - Présentation Klepierre - Cas RenaultPetit Web
1.8K views6 slides
Grand Format "Data to Consumer" - Présentation Criteo by
Grand Format "Data to Consumer"  - Présentation CriteoGrand Format "Data to Consumer"  - Présentation Criteo
Grand Format "Data to Consumer" - Présentation CriteoPetit Web
1.7K views14 slides
Petit Club - Comment penser "Social First" ? by
Petit Club - Comment penser "Social First" ?Petit Club - Comment penser "Social First" ?
Petit Club - Comment penser "Social First" ?Petit Web
1.8K views6 slides

More from Petit Web(20)

Grand Format - IA, Stop au blabla - Présentation M6 Publicité by Petit Web
Grand Format - IA, Stop au blabla - Présentation M6 PublicitéGrand Format - IA, Stop au blabla - Présentation M6 Publicité
Grand Format - IA, Stop au blabla - Présentation M6 Publicité
Petit Web2.2K views
Grand Format "Data to Consumer" - Présentation Accenture Interactive by Petit Web
Grand Format "Data to Consumer" - Présentation Accenture InteractiveGrand Format "Data to Consumer" - Présentation Accenture Interactive
Grand Format "Data to Consumer" - Présentation Accenture Interactive
Petit Web2.3K views
Grand Format "Data to Consumer" - Présentation Bird & Bird by Petit Web
Grand Format "Data to Consumer" - Présentation Bird & BirdGrand Format "Data to Consumer" - Présentation Bird & Bird
Grand Format "Data to Consumer" - Présentation Bird & Bird
Petit Web3K views
Grand Format "Data to Consumer" - Présentation Klepierre - Cas Renault by Petit Web
Grand Format "Data to Consumer" - Présentation Klepierre - Cas RenaultGrand Format "Data to Consumer" - Présentation Klepierre - Cas Renault
Grand Format "Data to Consumer" - Présentation Klepierre - Cas Renault
Petit Web1.8K views
Grand Format "Data to Consumer" - Présentation Criteo by Petit Web
Grand Format "Data to Consumer"  - Présentation CriteoGrand Format "Data to Consumer"  - Présentation Criteo
Grand Format "Data to Consumer" - Présentation Criteo
Petit Web1.7K views
Petit Club - Comment penser "Social First" ? by Petit Web
Petit Club - Comment penser "Social First" ?Petit Club - Comment penser "Social First" ?
Petit Club - Comment penser "Social First" ?
Petit Web1.8K views
Grand Format "Jardins Ouverts, Jardins Clos" du 28/02/2017 - Présentation Pri... by Petit Web
Grand Format "Jardins Ouverts, Jardins Clos" du 28/02/2017 - Présentation Pri...Grand Format "Jardins Ouverts, Jardins Clos" du 28/02/2017 - Présentation Pri...
Grand Format "Jardins Ouverts, Jardins Clos" du 28/02/2017 - Présentation Pri...
Petit Web1.2K views
Grand Format "Jardins Ouverts, Jardins Clos" du 28/02/2017 - Présentation M6 ... by Petit Web
Grand Format "Jardins Ouverts, Jardins Clos" du 28/02/2017 - Présentation M6 ...Grand Format "Jardins Ouverts, Jardins Clos" du 28/02/2017 - Présentation M6 ...
Grand Format "Jardins Ouverts, Jardins Clos" du 28/02/2017 - Présentation M6 ...
Petit Web1.2K views
Grand Format "Jardins Ouverts, Jardins Clos" du 28/02/2017 - Présentation Fre... by Petit Web
Grand Format "Jardins Ouverts, Jardins Clos" du 28/02/2017 - Présentation Fre...Grand Format "Jardins Ouverts, Jardins Clos" du 28/02/2017 - Présentation Fre...
Grand Format "Jardins Ouverts, Jardins Clos" du 28/02/2017 - Présentation Fre...
Petit Web1.3K views
Grand Format "Jardins Ouverts, Jardins Clos" du 28/02/2017 - Présentation TF1... by Petit Web
Grand Format "Jardins Ouverts, Jardins Clos" du 28/02/2017 - Présentation TF1...Grand Format "Jardins Ouverts, Jardins Clos" du 28/02/2017 - Présentation TF1...
Grand Format "Jardins Ouverts, Jardins Clos" du 28/02/2017 - Présentation TF1...
Petit Web1.2K views
Grand Format "Jardins Ouverts, Jardins Clos" du 28/02/2017 - Présentation SRI by Petit Web
Grand Format "Jardins Ouverts, Jardins Clos" du 28/02/2017 - Présentation SRIGrand Format "Jardins Ouverts, Jardins Clos" du 28/02/2017 - Présentation SRI
Grand Format "Jardins Ouverts, Jardins Clos" du 28/02/2017 - Présentation SRI
Petit Web1.6K views
Petit Club - Webedia : e-sport, musique et divertissement by Petit Web
Petit Club - Webedia : e-sport, musique et divertissementPetit Club - Webedia : e-sport, musique et divertissement
Petit Club - Webedia : e-sport, musique et divertissement
Petit Web1.8K views
Petit Club - Coca-Cola : e-sport, musique et divertissement by Petit Web
Petit Club - Coca-Cola : e-sport, musique et divertissementPetit Club - Coca-Cola : e-sport, musique et divertissement
Petit Club - Coca-Cola : e-sport, musique et divertissement
Petit Web2K views
Heaven x Dupont Lewis : #Foodporn by Petit Web
Heaven x Dupont Lewis : #FoodpornHeaven x Dupont Lewis : #Foodporn
Heaven x Dupont Lewis : #Foodporn
Petit Web4K views
Petit Club - Zoom sur l'Influence by Petit Web
Petit Club - Zoom sur l'InfluencePetit Club - Zoom sur l'Influence
Petit Club - Zoom sur l'Influence
Petit Web108.5K views
Petit Club - Le nouveau management par Team Inside by Petit Web
Petit Club - Le nouveau management par Team InsidePetit Club - Le nouveau management par Team Inside
Petit Club - Le nouveau management par Team Inside
Petit Web2.7K views
Petit Club - What's hot from Palo Alto ? by Petit Web
Petit Club - What's hot from Palo Alto ?Petit Club - What's hot from Palo Alto ?
Petit Club - What's hot from Palo Alto ?
Petit Web42.9K views
Petit Club - Social Data, transformation digitale et créativité by Petit Web
Petit Club - Social Data, transformation digitale et créativitéPetit Club - Social Data, transformation digitale et créativité
Petit Club - Social Data, transformation digitale et créativité
Petit Web3.2K views
Petit Club : "La publicité, pour les humains" by Petit Web
Petit Club : "La publicité, pour les humains"Petit Club : "La publicité, pour les humains"
Petit Club : "La publicité, pour les humains"
Petit Web4.3K views
Petit Club #Unskippable : "L'invasion de la vidéo sur les réseaux sociaux" by Petit Web
Petit Club #Unskippable : "L'invasion de la vidéo sur les réseaux sociaux"Petit Club #Unskippable : "L'invasion de la vidéo sur les réseaux sociaux"
Petit Club #Unskippable : "L'invasion de la vidéo sur les réseaux sociaux"
Petit Web8K views

Recently uploaded

Cattery Warrington by
Cattery WarringtonCattery Warrington
Cattery WarringtonOutlandGroup Ltd
10 views6 slides
Accel_Series_2023Autumn_En.pptx by
Accel_Series_2023Autumn_En.pptxAccel_Series_2023Autumn_En.pptx
Accel_Series_2023Autumn_En.pptxNTTDATA INTRAMART
123 views75 slides
voice logger software aegis.pdf by
voice logger software aegis.pdfvoice logger software aegis.pdf
voice logger software aegis.pdfNirmal Sharma
39 views1 slide
Assignment 4: Reporting to Management.pptx by
Assignment 4: Reporting to Management.pptxAssignment 4: Reporting to Management.pptx
Assignment 4: Reporting to Management.pptxBethanyAline
18 views20 slides
Why are KPIs(key performance indicators) important? by
Why are KPIs(key performance indicators) important? Why are KPIs(key performance indicators) important?
Why are KPIs(key performance indicators) important? Epixel MLM Software
15 views17 slides
Tanishq by
Tanishq Tanishq
Tanishq supiriyakithuva
14 views7 slides

Recently uploaded(20)

voice logger software aegis.pdf by Nirmal Sharma
voice logger software aegis.pdfvoice logger software aegis.pdf
voice logger software aegis.pdf
Nirmal Sharma39 views
Assignment 4: Reporting to Management.pptx by BethanyAline
Assignment 4: Reporting to Management.pptxAssignment 4: Reporting to Management.pptx
Assignment 4: Reporting to Management.pptx
BethanyAline18 views
Why are KPIs(key performance indicators) important? by Epixel MLM Software
Why are KPIs(key performance indicators) important? Why are KPIs(key performance indicators) important?
Why are KPIs(key performance indicators) important?
The 10 Most Iconic Leaders in Supply Chain 2023_compressed.pdf by ciolook1
The 10 Most Iconic Leaders in Supply Chain 2023_compressed.pdfThe 10 Most Iconic Leaders in Supply Chain 2023_compressed.pdf
The 10 Most Iconic Leaders in Supply Chain 2023_compressed.pdf
ciolook19 views
Top 10 IT Tasks Small Businesses Can Entrust to Offshore Professionals by altafhsayyednimetler
Top 10 IT Tasks Small Businesses Can Entrust to Offshore ProfessionalsTop 10 IT Tasks Small Businesses Can Entrust to Offshore Professionals
Top 10 IT Tasks Small Businesses Can Entrust to Offshore Professionals
SUGAR cosmetics ppt by shafrinn5
SUGAR cosmetics pptSUGAR cosmetics ppt
SUGAR cosmetics ppt
shafrinn574 views
Coomes Consulting Business Profile by Chris Coomes
Coomes Consulting Business ProfileCoomes Consulting Business Profile
Coomes Consulting Business Profile
Chris Coomes50 views
davood_keshavarz_david_keshavarz_criminal_conviction_prison_sentence_judgemen... by morshedislam3
davood_keshavarz_david_keshavarz_criminal_conviction_prison_sentence_judgemen...davood_keshavarz_david_keshavarz_criminal_conviction_prison_sentence_judgemen...
davood_keshavarz_david_keshavarz_criminal_conviction_prison_sentence_judgemen...
morshedislam314 views
Bloomerang_Forecasting Your Fundraising Revenue 2024.pptx.pdf by Bloomerang
Bloomerang_Forecasting Your Fundraising Revenue 2024.pptx.pdfBloomerang_Forecasting Your Fundraising Revenue 2024.pptx.pdf
Bloomerang_Forecasting Your Fundraising Revenue 2024.pptx.pdf
Bloomerang134 views
Navigating EUDR Compliance within the Coffee Industry by Peter Horsten
Navigating EUDR Compliance within the Coffee IndustryNavigating EUDR Compliance within the Coffee Industry
Navigating EUDR Compliance within the Coffee Industry
Peter Horsten43 views
Accounts Class 12 project cash flow statement and ratio analysis by JinendraPamecha
Accounts Class 12 project cash flow statement and ratio analysisAccounts Class 12 project cash flow statement and ratio analysis
Accounts Class 12 project cash flow statement and ratio analysis
JinendraPamecha25 views

Le magasin du futur - Keynote Zappos E-Commerce Paris 2013 par Dominique Piotet (Rebellion Lab)

  • 1. Zappos : the future of Retail is Digital…and we haven’t seen anything yet! 25 septembre 2013
  • 2. Votre Logo ici DOMINIQUE PIOTET Digital strategy and innovation for large organizations EUROPE CONSEIL Manager of e-business team L’ATELIER BNP President and CEO REBELLION LAB Founder and Chief Rebel ZEN FACTORY Founder LA POSTE “35 hours” manager Head of Internet strategy BNP PARIBAS Director of Internet and Intranet strategy PARIS
  • 3. Votre Logo ici Introduction: Web vs. Store? 1 – Zappos 2 – Zappos’ efforts in Las Vegas 3 – Future of retail…is digital 3.1 – Concepts and trends 3.2 – The store of the present 3.3 – The store of the future 3.4 – The four big challenges of the store of the future Keynote Conclusion AGENDA
  • 4. Votre Logo ici INTRODUCTION: WEB VS. STORE? In 2012 : Online commerce + 19 % In-store commerce - 2 % Reasons why consumers prefer online commerce : 1 – Price 2 – Gain of time 3 – Avoid moving 4 – Good deals 5 – Shop whenever and wherever wanted Reasons why consumers prefer instore commerce : 1 – See the product 2 – Get it right away 3 – Touch and feel the product 4 – Avoid delivery fees 5 – Try the product BVA-Mappy, 2013
  • 5. Votre Logo ici INTRODUCTION: WEB VS. STORE? Four new consumer behaviors: FULL STORE SHOWROOMER ROPO (Research Online, Purchase Offline) FULL DIGITAL 88 %78 %41 %63 % BVA-Mappy, 2013
  • 6. Votre Logo ici INTRODUCTION: WEB VS. STORE? BEFORE WEB VS. STORE NOW WEB-TO-STORE ! Consumer are not exclusive to a single profile. ! There is a necessity to make the bridge between in-store commerce and methods of online commerce. ! With the need of enhanced consumer experience, Web and Store cannot stay competitors…they must become complementary. à BVA-Mappy, 2013
  • 7. Votre Logo ici 1 – BUSINESS CASE: ZAPPOS
  • 8. Votre Logo ici KEY FIGURES ! Founded in 1999 in San Francisco with the vision of becoming the online shoe store with the best selection and the best service. ! Moved the headquarters to Las Vegas in 2004. ! Turned profitable for the first time in 2007: topped $100 million in monthly merchandise sales in December, ending the year with revenue of $840 million. ! Bought by Amazon in 2009 for $1.2 billion. ! US Leader for Shoes Online. ! 1,300 employees. ! Revenue of $2.2 billion in 2011, 20% average Growth y/y.
  • 9. Votre Logo ici STRATEGY ! “We are a Service Company that happen to sell clothes”. ! The 3C: –  Clothing –  Customer Service –  Culture ! Almost No Marketing Expenses: –  Customer Service is The New Marketing: free shipping and free return, 365-day return policy, 24/7 call center + Upgrades & Surprises –  Word of Mouth –  Loyalty ! Focus only on the United States ! No Outsourcing for Logistics & Customer Service
  • 10. Votre Logo ici CULTURE IS EVERYTHING –  Deliver WOW Through Service –  Embrace and Drive Change –  Create Fun and A Little Weirdness –  Be Adventurous, Creative, and Open-Minded –  Pursue Growth and Learning –  Build Open and Honest Relationships With Communication –  Build a Positive Team and Family Spirit –  Do More With Less –  Be Passionate and Determined –  Be Humble ! The company lives by 10 core values from which are developed the culture, the brand and the business strategies.
  • 11. Votre Logo ici CULTURE IS EVERYTHING –  In 2005, Zappos came up with the idea of the “Culture Book”. –  Collage of submissions from employees sharing what the Zappos culture means to them. –  Submissions are unedited. –  New book each year. ! “How can we sustain this culture? How can we remember it while simultaneously inspiring ourselves for the next year?”
  • 12. Votre Logo ici AND ZAPPOS CREATED…ZAPPOS COUTURE ! In 2004, Couture was created as the line for high-end shoes and clothes. ! Value proposition : accessing the latest and greatest items from the best international fashion houses online…while enjoying the same best-of-class customer service experienced with Zappos.com. ! 10% of Zappos revenues are now made by Zappos Couture.
  • 13. Votre Logo ici 2 – ZAPPOS’ EFFORTS IN LAS VEGAS
  • 14. Votre Logo ici MOVE OF THE HEADQUARTERS… NEW HQ DOWNTOWN LAS VEGAS •  Former City Hall Building •  Opened on September 9th 2013 •  $60 million invested in renovation and transformation FORMER HQ HENDERSON
  • 15. Votre Logo ici …AS THE FIRST STEP OF THE ! THE BET: transform Downtown Las Vegas into the most community-focused large city in the world. ARTS, MUSIC, CULTURE COMMUNITY AND COWORKING EDUCATION ENTREPRENEURSHIP TECHNOLOGY URBAN DEVELOPMENT THE PILLARS OF THE PROJECT ROI Return On Investment Maximizing short-term ROC Return On Community Maximizing long-term
  • 16. Votre Logo ici : HOW? $200 million in residential and real estate + $50 million in small businesses + $50 million in education + $50 million in tech startups = $350 million investment for the revitalization of Downtown Las Vegas… …invested by Zappos CEO Tony Hsieh who has initiated the project and leads it.
  • 17. Votre Logo ici : SITE EXAMPLE Container Park is set to be the new heart of Downtown Las Vegas with a mix of cafes, boutiques, bars, galleries, community space, an outdoor theater, children’s play area, and Catalyst Dome.
  • 18. Votre Logo ici STORE In the city of the future, will come the Store of the Future with : : STAY TUNED!
  • 19. Votre Logo ici Why in Las Vegas ? Because Shopping IS Vegas: luxury brands, demographic, number of visitors….Our audience is in the City. WHAT STORE OF THE FUTURE FOR DOWNTOWN?
  • 20. Votre Logo ici 3 – FUTURE OF RETAIL…IS DIGITAL
  • 21. Votre Logo ici 3.1 – CONCEPTS AND TRENDS At the intersection of Retail and Digital, what are the concepts to understand? What are the upcoming trends?
  • 22. Votre Logo ici SHOPPERS ARE MORE FUN AND SOCIAL!
  • 23. Votre Logo ici DIGITAL IS “MELTING” IN RETAIL 
  • 24. Votre Logo ici NO MATTER WHAT YOU DO…PEOPLE ARE BRINGING DIGITAL IN
  • 25. Votre Logo ici MOBILE SHOWS A FAST-PACED MOMENTUM 1.5B smartphone users in 2013 in the world, 31% of growth compared to 2012. 5B mobile users in 2013 in the world. Users turn to their phones about 150 times a day. Part of mobile traffic within global internet traffic is multiplying by 1.5 every year ... and is likely to maintain or accelerate the pace. 2013 Internet trends report Mary Meeker Liang Wu, KPCB
  • 26. Votre Logo ici MOBILE IS NOT ONLY ABOUT PHONES Ipad growth has been about 3 times faster than Iphone growth as one compares first 12 quarters cumulative unit shipments for the two devices. Tablet shipments surpassed desktop PCs and notebook PCs shipments for the first time in Q4 2012 ... less than 3 years from introduction on the market. Mobile will soon include wearable technologies (glasses, watches, apparel). 2013 Internet trends report Mary Meeker Liang Wu, KPCB
  • 27. Votre Logo ici SOLOMO: CONTEXT MATTERS SO CIAL LO CAL MO BILE The platform you use to engage with your target audience and promote your message. Your area(s) of concentration or relevant proximity. The medium of communication between your brand and your customers. 94% of smartphone users have searched for local information. 60% of mobile wi-fi hotspot users tag their social statuses, photo uploads or other posts with their location. 79% of smartphone owners are smartphone shoppers ... and 84% of them use their phones to help shop while in store. 15 minutes is the average time of smartphone use in-store. 64% of smartphone users use their devices to visit social networks at least once per day. In fact, smartphone users spend an average of 7.4 hours per month on Facebook alone.
  • 28. Votre Logo ici STORES OF THE FUTURE ARE STILL “GEEKY DRIVEN” … Microsoft Retail Center Intel Magic Mirror
  • 29. Votre Logo ici OR FASHION AND CONCEPT STORE DRIVEN Karl’s Pop-Up Store with NAP Burberry's new Flagship
  • 30. Votre Logo ici MOST RETAILER DON’T HAVE A 360° SEAMLESS CUSTOMER EXPERIENCE IN MIND. ESPECIALLY IN LUXURY.
  • 31. Hotel Concierge Online Offline Customer Journeys are Consistent in Experience and Quality Google Glasses IPAD Barcode to download APP Valet Parking Outside Recreational Area Window Displays Magazines Hotel TV Online Personal Shopper Browsing Fitting Rooms Electronic Revolver Self Checkout All Clerks are points of sale (POS) Mobile Payment Automatic Inventory Levels Item scanning In-store purchase activity Bar Spa 1-Day Shipping Customer Satisfaction Survey VIP Loyalty Programs Gallery Billboard Digital Fitting Room Awareness Consideration Purchase Payment Service Post Purchase STORE OF THE FUTURE CUSTOMER JOURNEY MAP – TOURIST SCENARIO FIRST VISIT Technology Hotspots Store Features/ Experience Marketing Channels
  • 32. Technology Hotspots Hotel Concierge Google Glasses IPAD Store Features/ Experience Marketing Channels Valet Parking Outside Recreational Area Window Displays Magazines Hotel TV Online Personal Shopper Browsing Fitting Rooms Electronic Revolver Self Checkout All Clerks are points of sale (POS) Mobile Payment Personalization of Experience Item scanning In-store purchase activity Bar Spa 1-Day Shipping Customer Satisfaction Survey VIP Loyalty Programs Gallery Billboard Digital Fitting Room Trigger/Incentive Consideration Purchase Payment Service Post Purchase RFID Customer Recognition Zappos C. App Customer is triggered to visit the store again because of various influencers: •  Second Visit to Vegas •  Marketing Channel Triggers •  Use Loyalty Rewards/Points Note: Marketing ads will contain triggers for second visit repeat customers such as long-tail online recommendation strategy Recommendation of items based on purchase history Customer is recognized via RFID and incentivized to use previously untried features such as personal shopper Specific brands are recommended to the customer based on the purchase history in store and via online account app. Customer is informed on post-purchase perks, upcoming Brand releases and available services such as Bar/Café Spa •  85% of customers stated they would be willing to pay up to 25% more to ensure a superior customer experience. •  55% became a customer of a company because of their reputation for great customer service. •  55% are willing to recommend a company due to outstanding service, more so than product or price. •  66% of customers cited customer service as the biggest driver for encouraging greater spending. * * Harris Interactive Customer Experience Impact Report STORE OF THE FUTURE CUSTOMER JOURNEY MAP – TOURIST SCENARIO SECOND VISIT
  • 33. Hotel Concierge VIP Rock stars enjoy a tailored, exclusive and customized experience throughout their visit Google Glasses IPAD Barcode to download APP Valet Parking Outside Recreational Area Window Displays Hotel Social Network Personal Shopper Browsing Exclusive Fitting Rooms Exclusive Point of sale (POS) Mobile Payment Item scanning Bar Spa Same Day Shipping VIP Programs Gallery Digital Fitting Room Store Promotion Consideration Exclusivity in Browsing/Purchase Service Post Purchase Store is promoted to the customer during his stay in Vegas via various channels Customer is automatically opted in for personal shopper and exclusive parking/valet service Customer enjoys a range of exclusive brands that are personalized and customized to his/her taste. Brands and products preference are communicated to the store management before the visit Customer is automatically opted in for an exclusive session at the spa, and have the option of private seating at Bar/Cafe Agent Special Event/ Invitation Customized Brands/ Products STORE OF THE FUTURE CUSTOMER JOURNEY MAP – VIP/ROCKSTAR SCENARIO Technology Hotspots Store Features/ Experience Marketing Channels
  • 34. Votre Logo ici BIG DATA FOR OPTIMUM RETAIL V olume V ariety V elocity V iability V alue Strong increase in retailers’ operating margins possible if consumer big data used to its fullest potential. Which functions? Which levers? MARKETING • Cross-selling • Location-based marketing • In-store behavorial analysis • Customer micro-segmentation • Sentiment analysis • Multi-channel experience MERCHANDISING • Assortment optimization • Pricing optimization • Placement and design optimization SUPPLY CHAIN • Inventory Management • Distribution and logistics optimization +10% to +30% +10% to +40% +5% to +35%
  • 35. Votre Logo ici We are entering Wave III 1.  Consumer centric 2.  “Experiential Superiority” 3.  Distributional Superiority 4.  Superior Value-Chain Control And also: • “Pop-Up” stores and other preemptive distribution opportunities will become proactive strategies as opposed to marketing opportunities • Small, rapidly cycled niche brands will trump mega- brands. • Digital world is an “unstoppable catalyst”. DISRUPTION HAS NOT HAPPENED YET
  • 36. Votre Logo ici What is it? • A luxury concept store of the Future (from the window to the operation) • A bar of the Future • Offline Online • A constant work in Progress WHAT STORE OF THE FUTURE FOR DOWNTOWN?
  • 37. Votre Logo ici What is the concept? • Curation Luxury • Design • Technology • Seamless 360 Customer Experience (offline and online) • To create an amazing customer experience WHAT STORE OF THE FUTURE FOR DOWNTOWN?
  • 38. Votre Logo ici 3.2 - THE STORE OF THE PRESENT What has been done with digital so far? Not much… Has digital been used as an enabler? Not really yet…
  • 41. Votre Logo ici 3.3 - THE STORE OF THE FUTURE How Digital will impact the Store of the Future? With which technologies? Digital will take place all along the Customer Journey… Awareness Consideration Purchase …outside the store, at the store window, in the store and finally in front of the product.
  • 42. Votre Logo ici OUTSIDE THE STORE GPS Wifi connection Geolocation Personalized signage
  • 44. Votre Logo ici AT THE STORE WINDOW Facial recognition Rich media (QR) Interactive window display Social shopping Personalized signage Geofencing
  • 45. Votre Logo ici IN-STORE ENVIRONMENT Mannequin holograms Personalized sound and light ambiance App / Game / Map Interactive dressing room Interactive mirror Wifi access Crowd-sourced hotspots Check-in and Personalized feed
  • 48. Votre Logo ici THE “PRODUCT” STORY Augmented reality Real-time data Rich media (QR) Dynamic signage Interactive features Ratings and reviews Ratings and reviews Rich media panel Showrooming 3D printing Mobile checkout
  • 49. Votre Logo ici EXAMPLE: 3D PRINTERS AT UPS SAN DIEGO Pilot program, August 2013
  • 50. Votre Logo ici 3.4 – THE FOUR BIG CHALLENGES OF THE STORE OF THE FUTURE TECHNOLOGY FUNCTIONALITIES INTEGRATION ON/OFF PAYMENT HUMAN
  • 51. Votre Logo ici KEYNOTE CONCLUSION Digital screens that display dynamic information where user’s role is more passive. InteractiveTerminal Integrated Everywhere Digital presence invites the visitor to participate: interactivity can incite curiosity, entertainment, etc. Digital activities are integrated between devices and platforms, between offline and online and between people and machines. Commerce happens when, where and how the customer wants it: bricks and clicks form a single ecosystem. In the evolution of digital integration within the physical store, 4 stages: The store of the future will be the stage where the integration physical space/digital space will be fully accomplished.
  • 52. Votre Logo ici KEYNOTE CONCLUSION Store of the future: commerce everywhere.
  • 53. Votre Logo ici THANK YOU FOR YOUR ATTENTION! QUESTIONS? Contact: Dominique Piotet dominique@rebellionlab.com