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The future of retail is hybrid

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Traditional retailers are under serious pressure by new online players like Amazon, Zalando and Alibaba. This presentation introduces the concept of hybrid retail, as a way for traditional retailers to effectively build a digital strategy that could really work?

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The future of retail is hybrid

  1. 1. THE FUTURE OF RETAIL IS HYBRID JO CAUDRON JO.CAUDRON@DUVALUNION.COM 00 32 475 43 80 98 @JCAUDRON
  2. 2. THE WORLD IS CHANGING FAST
  3. 3. INSIGHTS & UNDERSTANDING STRATEGY, PLANS & ACTIONS ORGANIZATIONAL CHANGE TRANSFORMATION REQUIRES
  4. 4. INSIGHTS & UNDERSTANDING STRATEGY & ROADMAP ORGANIZATIONAL CHANGE THIS IS WHAT WE HELP YOU WITH
  5. 5. BUSINESS CONSULTANTS FOR A DIGITAL WORLD. WE WORK FOR GLOBAL CLIENTS IN DIFFERENT INDUSTRIES. WE HAVE A STRONG EUROPEAN AND MIDDLE-EAST PRESENCE. WE ARE PIONEERS SINCE 2009. W E A R E G H E N T - D U B A I - A M S T E R D A M - O S L O Jo Caudron, founding partner Active in digital since 1993 involved in 20+ start-ups.
  6. 6. Digital Disruption is real EXPECT A SMACK IN THE FACE
  7. 7. WHAT DO THESE HAVE IN COMMON?
  8. 8. 1995+ MUSIC PHOTOGRAPHY VIDEO RENTAL … 2005+ PRINT MEDIA TV TRAVEL HR … 2015+ RETAIL BANKING/INSURANCE SERVICES AUTOMOTIVE EDUCATION TELCO FOOD/FMCG HEALTHCARE … 2025 ALL SAFE HAVENS WILL BE SUBJECT TO DIGITAL DISRUPTION … WAVES OF DISRUPTION
  9. 9. RETAIL UNDER THREAT
  10. 10. WHAT’S THE ANSWER?
  11. 11. PIMP YOUR OFFLINE EXPERIENCE?
  12. 12. CATCH UP 100% ONLINE? THEM YOU
  13. 13. OMNICHANNEL?
  14. 14. OMNICHANNEL? CATCH UP 100% ONLINE? PIMP YOUR OFFLINE EXPERIENCE? I’m very sorry, but this will not save you from the disruptive powers in retail
  15. 15. SO, WHAT IS THE ANSWER?
  16. 16. AWARENESS INSPIRATION SATISFACTIONPURCHASE LOYALTYDELIVERY A SIMPLE JOURNEY SEARCH CONTENT ONLINE PURCHASE REVIEW & SHARE HOME DELIVERY SMART TARGET- TING LOCA- TION ADVICE BUY WORD OF MOUTH LOYALTY PROGRAM TAKE HOME ??? ONLINE OFFLINE
  17. 17. AWARENESS INSPIRATION SATISFACTIONPURCHASE LOYALTYDELIVERY SEARCH CONTENT ONLINE PURCHASE REVIEW & SHARE HOME DELIVERY SMART TARGET- TING LOCA- TION ADVICE BUY WORD OF MOUTH LOYALTY PROGRAM TAKE HOME ONLINE OFFLINE OFFLINE FOCUS: The Looser’s Club
  18. 18. AWARENESS INSPIRATION SATISFACTIONPURCHASE LOYALTYDELIVERY SEARCH CONTENT ONLINE PURCHASE REVIEW & SHARE HOME DELIVERY SMART TARGET- TING LOCA- TION ADVICE BUY WORD OF MOUTH LOYALTY PROGRAM TAKE HOME ONLINE OFFLINE ONLINE FOCUS: Amazon Always Wins
  19. 19. BUILD A HYBRID MODEL ADD A NEW LAYER TO YOUR LASAGNA
  20. 20. ONLINE OFFLINE CREATE A HYBRID SPACE TO WIN! SEARCH CONTENT ONLINE PURCHASE REVIEW & SHARE HOME DELIVERY SMART TARGET- TING AWARENESS INSPIRATION SATISFACTIONPURCHASE LOYALTYDELIVERY LOCA- TION ADVICE BUY WORD OF MOUTH LOYALTY PROGRAM TAKE HOME BUILD UNIQUE FUNCTIONAL BRIDGES BETWEEN ONLINE & OFFLINE
  21. 21. ADVICE BUY WORD OF MOUTH LOYALTY PROGRAM TAKE HOME SEARCH CONTENT ONLINE PURCHASE REVIEW & SHARE SMART TARGET- TING HOME DELIVERY PoS LOCATION, LOCAL LANDING PAGE ONLINE OFFLINE AWARENESS INSPIRATION SATISFACTIONPURCHASE LOYALTYDELIVERY LOCA- TION CREATE A HYBRID SPACE TO WIN!
  22. 22. LOCA- TION ADVICE BUY WORD OF MOUTH LOYALTY PROGRAM TAKE HOME SEARCH CONTENT ONLINE PURCHASE REVIEW & SHARE HOME DELIVERY CUSTOMIZE ONLINE AND FINISH THE JOB IN-STORE ONLINE OFFLINE AWARENESS INSPIRATION SATISFACTIONPURCHASE LOYALTYDELIVERY SMART TARGET- TING CREATE A HYBRID SPACE TO WIN!
  23. 23. LOCA- TION ADVICE BUY WORD OF MOUTH LOYALTY PROGRAM TAKE HOME SEARCH CONTENT ONLINE PURCHASE REVIEW & SHARE HOME DELIVERY TURN ONLINE CONTENT INTO POS EXPERIENCES (E.G. WORKSHOPS) AND VICE VERSA ONLINE OFFLINE AWARENESS INSPIRATION SATISFACTIONPURCHASE LOYALTYDELIVERY SMART TARGET- TING CREATE A HYBRID SPACE TO WIN!
  24. 24. ADVICE BUY WORD OF MOUTH LOYALTY PROGRAM TAKE HOME SEARCH CONTENT ONLINE PURCHASE REVIEW & SHARE HOME DELIVERY SHOP-ASSISTED ONLINE SALES ONLINE OFFLINE AWARENESS INSPIRATION SATISFACTIONPURCHASE LOYALTYDELIVERY LOCA- TION SMART TARGET- TING CREATE A HYBRID SPACE TO WIN!
  25. 25. ADVICE BUY WORD OF MOUTH LOYALTY PROGRAM TAKE HOME SEARCH CONTENT ONLINE PURCHASE REVIEW & SHARE HOME DELIVERY WEB2SHOP (FITTING/TASTING) INSTANT INVENTORY & GRATIFICATION ONLINE OFFLINE AWARENESS INSPIRATION SATISFACTIONPURCHASE LOYALTYDELIVERY LOCA- TION SMART TARGET- TING CREATE A HYBRID SPACE TO WIN!
  26. 26. ADVICE BUY WORD OF MOUTH LOYALTY PROGRAM TAKE HOME SEARCH CONTENT ONLINE PURCHASE REVIEW & SHARE HOME DELIVERY DIGITAL SALES IN STORE (E.G. LONG TAIL) ONLINE OFFLINE AWARENESS INSPIRATION SATISFACTIONPURCHASE LOYALTYDELIVERY LOCA- TION SMART TARGET- TING CREATE A HYBRID SPACE TO WIN!
  27. 27. ADVICE BUY WORD OF MOUTH LOYALTY PROGRAM TAKE HOME SEARCH CONTENT ONLINE PURCHASE REVIEW & SHARE HOME DELIVERY HOME DELIVERY - CLICK & COLLECT - RETURNS - SUPPORT ONLINE OFFLINE AWARENESS INSPIRATION SATISFACTIONPURCHASE LOYALTYDELIVERY LOCA- TION SMART TARGET- TING CREATE A HYBRID SPACE TO WIN!
  28. 28. HYBRID JOURNEY ADVICE BUY WORD OF MOUTH LOYALTY PROGRAM TAKE HOME SEARCH CONTENT ONLINE PURCHASE REVIEW & SHARE HOME DELIVERY ONLINE/OFFLINE SYNCED REVIEWS ONLINE OFFLINE AWARENESS INSPIRATION SATISFACTIONPURCHASE LOYALTYDELIVERY LOCA- TION SMART TARGET- TING
  29. 29. HYBRID JOURNEY ADVICE BUY WORD OF MOUTH LOYALTY PROGRAM TAKE HOME SEARCH CONTENT ONLINE PURCHASE REVIEW & SHARE SMART TARGET- TING HOME DELIVERY ONLINE <=> OFFLINE REWARDS - LOCAL SERVICE ONLINE OFFLINE AWARENESS INSPIRATION SATISFACTIONPURCHASE LOYALTYDELIVERY LOCA- TION
  30. 30. ONLINE OFFLINE SEARCH CONTENT ONLINE PURCHASE REVIEW & SHARE HOME DELIVERY SMART TARGET- TING AWARENESS INSPIRATION SATISFACTIONPURCHASE LOYALTYDELIVERY LOCA- TION ADVICE BUY WORD OF MOUTH LOYALTY PROGRAM TAKE HOME COLLECTION OF STRONG HYBRID FUNCTIONS THAT CAN ONLY EXIST WHERE ONLINE AND OFFLINE MEET CREATE A HYBRID SPACE TO WIN!
  31. 31. THE ANSWER! BECOME A HYBRID RETAILER
  32. 32. REMEMBER: A BETTER COFFEE & AND KIDDY CORNER WILL NOT SAVE YOU STEP 1: REINVENT YOUR PoS EXPERIENCE IN CONTEXT OF HYBRID… …LEVERAGE YOUR PHYSICAL PRESENCE …LINK TO ONLINE
  33. 33. STEP 2: FIX DIGITAL BY REVERSE ENGINEERING SCAN… …DIGITAL COMPETITION BENCHMARK… …KPI’S COPY FAST… …GOOD IS GOOD ENOUGH
  34. 34. STEP 3: BUILD A HYBRID STRATEGY ADD VALUE… …ON THE CROSSING OF ONLINE & OFFLINE INNOVATE… …WITH NEW HYBRID BUSINESS MODELS OCCUPY A HYBRID SPACE… …THAT PURE PLAYERS SIMPLY DO NOT HAVE
  35. 35. THE FUTURE OF RETAIL IS HYBRID JO CAUDRON JO.CAUDRON@DUVALUNION.COM 00 32 475 43 80 98 @JCAUDRON
  36. 36. Find my slides on www.speakersbase.com/jo Need help? Book me and my team to consult you! www.duvalunionconsulting.com @jcaudron jo.caudron@duvalunion.com 00 32 475 43 80 98
  37. 37. OUR M O D E L IS HOLISTIC AND AIMED AT BUILDING FUTURE PROOF ORGANISATIONS GHENT - DUBAI - AMSTERDAM
  38. 38. HEART BRAIN BODY
  39. 39. ACT DIFFERENTLY TO HAVE REAL TRANSFORMATION BE DIFFERENT AS AN ORGANISATION AND A COLLECTIVE OF INDIVIDUALS THINK DIFFERENTLY TO BE READY FOR A TRANSFORMING WORLD HEART BRAIN BODY
  40. 40. BRAIN BODY HEART THINK DIFFERENTLY TO BE READY FOR A TRANSFORMING WORLD DIGITAL TRANSFORMATION EXECUTIVE JOURNEY CREATE INSIGHTS, VISION, STRATEGY, PLANS AND ROADMAP FOR THE BUSINESS MODELS OF TOMORROW TREND RADAR SET UP YOUR EYES AND EARS TO SCAN, ANALYSE AND VALIDATE TRENDS, DISRUPTIONS AND INNOVATIONS.
  41. 41. BRAIN BODY HEART ACT DIFFERENTLY TO HAVE REAL TRANSFORMATION DIGITAL GOVERNANCE CREATE TRANSVERSAL STRUCTURES, POLICY, ROLES, TEAMS, OWNERSHIPS, … CHANNEL HACKING BECOME CUSTOMER PROBLEM CENTRIC, REBUILD YOUR VALUE CHAIN, HACK YOUR CHANNEL, CUSTOMER CONNECTION AND UX FOR A DIGITAL WORLD.
  42. 42. DIGITAL LEADERSHIP CREATE DIGITAL SKILLS, CAPABILITIES AND BUY-IN FROM THE ENTIRE ORGANISATION. PREPARE FOR LEAN AND AGILE ATTITUDE. LEAN BUSINESS MODELS CREATE CORPORATE VENTURING ATTITUDE AND LEAN DEVELOPMENT CAPABILITIES. ENCOURAGE ENTREPRENEURIAL SKILLS. BRAIN BODY HEART BE DIFFERENT AS AN ORGANISATION AND A COLLECTIVE OF INDIVIDUALS
  43. 43. DIGITAL LEADERSHIP CREATE DIGITAL SKILLS, CAPABILITIES AND BUY-IN FROM THE ENTIRE ORGANISATION. PREPARE FOR LEAN AND AGILE ATTITUDE. LEAN BUSINESS MODELS CREATE CORPORATE VENTURING ATTITUDE AND LEAN DEVELOPMENT CAPABILITIES. ENCOURAGE ENTREPRENEURIAL SKILLS. BRAIN BODY HEART BE DIFFERENT AS AN ORGANISATION AND A COLLECTIVE OF INDIVIDUALS ACT DIFFERENTLY TO HAVE REAL TRANSFORMATION DIGITAL GOVERNANCE CREATE TRANSVERSAL STRUCTURES, POLICY, ROLES, TEAMS, OWNERSHIPS, … CHANNEL HACKING BECOME CUSTOMER PROBLEM CENTRIC, REBUILD YOUR VALUE CHAIN, HACK YOUR CHANNEL, CUSTOMER CONNECTION AND UX FOR A DIGITAL WORLD. THINK DIFFERENTLY TO BE READY FOR A TRANSFORMING WORLD DIGITAL TRANSFORMATION EXECUTIVE JOURNEY CREATE INSIGHTS, VISION, STRATEGY, PLANS AND ROADMAP FOR THE BUSINESS MODELS OF TOMORROW TREND RADAR SET UP YOUR EYES AND EARS TO SCAN, ANALYSE AND VALIDATE TRENDS, DISRUPTIONS AND INNOVATIONS.
  44. 44. BUSINESS STRATEGY READINESS SURVEY ASSESSMENT & RESEARCH INSPIRATION IMPACT ANALYSIS FUTURE SCENARIOS NORTH STAR VISION TRANSFORMATION STRATEGY STAKEHOLDERS & PROBLEMS IDEATION & PRIORITIES DIGITAL AGENDA EXECUTIVE JOURNEY TREND WATCHING CONTINUOUSLY SCANNING THE MARKET FOR NEW TRENDS BUILDING
 THE FUTURE PROOF ORGANISATION CUSTOMER EXPERIENCE Continuously optimise your journey, 
 pain points and touch points GROWTH HACKING Implement smart techniques 
 to scale our business CHANNEL HACKING Reinvent your channel relationships for a digital world CUSTOMER RELATIONSHIP SOCIAL STRATEGY Make social an intrinsic part 
 of the business INCUBATOR PROGRAM Stimulate internal creativity 
 and bottom-up innovation (hackatons, …) START-UP BOOTCAMPS Think, plan, act like a start-up and build 
 the minimum viable business case CORPORATE ACCELERATOR Drive outside-in innovation via collaboration with startups BUSINESS (OPERATIONAL) MODELS DIGITAL LEADERSHIP Asses, contain and develop digital savviness DIGITAL GOVERNANCE Digital ownerships, roles, policy, structure Digital Office, … MAN/MACHINE COLLABORATION Valorise your human assets, whilst supporting them with machines ORGANISATION
  45. 45. OUR C L I E N T S ARE LEADING ORGANISATIONS IN ALL INDUSTRIES GHENT - DUBAI - AMSTERDAM
  46. 46. OUR C L I E N T S GHENT - DUBAI - AMSTERDAM FINANCE & INSURANCE TELCO & TECH RETAIL BRANDS & FMCG INDUSTRY MEDIA HEALTH & PHARMA
  47. 47. OUR C L I E N T S GHENT - DUBAI - AMSTERDAM PUBLIC & NON-PROFIT MOBILITY & TRANSPORT SERVICES & UTILITIES
  48. 48. THE FUTURE OF RETAIL IS HYBRID JO CAUDRON JO.CAUDRON@DUVALUNION.COM 00 32 475 43 80 98 @JCAUDRON

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