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1 david smith - imrg

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1 david smith - imrg

  1. 1. Mobile RetailMaster ClassMarch 15, 2011David J Smith – Managing Director
  2. 2. IMRG Members
  3. 3. The e-retail market position• The majority of British adults now shop online:51%• 82.5% of Britons have internet access• 15% of internet users access via mobile devices Source: BPS IMRG Report April 2010
  4. 4. 2010 summary Percentage increase year on year 25 20 15Forecast 13% 10 5 0 Forecast growth Q4 16% Actual 23%
  5. 5. 2010% Quarterly Year on Year Growth in IMRG Capgemini E-30 Retail Sales Index25 Total Market20 Multichannel15 Online Only10 Total Market (excluding 5 travel 0 Q1 Q2 Q3 Q4-5
  6. 6. Predictions for 2011 – What’s in store? 2011 2010 2011 Forecast £58.8bn £69bn Growth 18%
  7. 7. 2011 25 20Forecast 18% 15 10 5 0 Forecast growth 18%
  8. 8. 2011 25 20Forecast 18% 15 10 5 0 Forecast growth 18%
  9. 9. 2011 25 20Forecast 18% 15 10 5 0 Forecast growth 18%
  10. 10. The changing consumer
  11. 11. It’s a cross-channel world
  12. 12. The changing consumer
  13. 13. The changing consumer
  14. 14. Consumer behaviour is rapidly changing• 48% of all consumers now own a smart phone* *eCustomerServiceIndex results January 2011 **Social Media Benchmark January 2011 ***Online Christmas activity December 2010
  15. 15. Consumer behaviour is rapidly changing• 48% of all consumers now own a smart phone*• 31.79% of smart phone owners have used their phone to shop online for products* *eCustomerServiceIndex results January 2011 **Social Media Benchmark January 2011 ***Online Christmas activity December 2010
  16. 16. Consumer behaviour is rapidly changing• 48% of all consumers now own a smart phone*• 31.79% of smart phone owners have used their phone to shop online for products*• 43.06% of smart device owners have used their phone to research products before purchase* *eCustomerServiceIndex results January 2011 **Social Media Benchmark January 2011 ***Online Christmas activity December 2010
  17. 17. Consumer behaviour is rapidly changing• 48% of all consumers now own a smart phone*• 31.79% of smart phone owners have used their phone to shop online for products*• 43.06% of smart device owners have used their phone to research products before purchase*• Consumer’s increasingly using social media to interact with brands; Topshop are now actively engaged with well over 1 million customers via Facebook alone** *eCustomerServiceIndex results January 2011 **Social Media Benchmark January 2011 ***Online Christmas activity December 2010
  18. 18. Consumer behaviour is rapidly changing• 48% of all consumers now own a smart phone*• 31.79% of smart phone owners have used their phone to shop online for products*• 43.06% of smart device owners have used their phone to research products before purchase*• Consumer’s increasingly using social media to interact with brands; Topshop are now actively engaged with well over 1 million customers via Facebook alone**• Consumers are already using their smart phones on the high street to give feedback, check stock levels and compare prices across retailers* *eCustomerServiceIndex results January 2011 **Social Media Benchmark January 2011 ***Online Christmas activity December 2010
  19. 19. Consumer behaviour is rapidly changing• 48% of all consumers now own a smart phone*• 31.79% of smart phone owners have used their phone to shop online for products*• 43.06% of smart device owners have used their phone to research products before purchase*• Consumer’s increasingly using social media to interact with brands; Topshop are now actively engaged with well over 1 million customers via Facebook alone**• Consumers are already using their smart phones on the high street to give feedback, check stock levels and compare prices across retailers*• Internet use over Christmas had increased by 15% in just two short years*** *eCustomerServiceIndex results January 2011 **Social Media Benchmark January 2011 ***Online Christmas activity December 2010
  20. 20. Satisfaction across the customer journey Search Search Shopping Homepage (Keyword) (Navigation) Product Basket Purchase Delivery pagesSatisfied eRetail Benchmark mCommerce BenchmarkDissatisfied
  21. 21. Best and worst practice across the mobile customer journeySatisfiedDissatisfied
  22. 22. Thank youdavid@imrg.org

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