Connecting with the Connected Customer - keynote to SVTH.is in March 2015

1. COPYRIGHT ianjindal.com and InternetRetailing.net Reykjavik, March 19, 2015 “Connecting with the Connected Customer”

2. COPYRIGHT ianjindal.com and InternetRetailing.net Reykjavik, March 19, 2015 Ian Jindal @ianjindal www.ianjindal.com@etail www.internetretailing.net

3. COPYRIGHT ianjindal.com and InternetRetailing.net Reykjavik, March 19, 2015 The IRUK and IREU What does ‘top’ mean? Retailcraft™

4. COPYRIGHT ianjindal.com and InternetRetailing.net Reykjavik, March 19, 2015 190,000 UK Retail Business 5,600 ‘long’ list 1800 500

5. COPYRIGHT ianjindal.com and InternetRetailing.net Reykjavik, March 19, 2015 What people are already saying “The most comprehensive and authoritative measurement of omnichannel capability in the retailing world.” Robin Phillips, eCommerce Director, Boots “The IRUK Top 500 ranking is the most comprehensive and thoughtful assessment ever of the state of the art in multi-channel retailing. Having been compiled with great rigour by expert analysts and practitioners, the resulting ranking is a great yardstick by which companies can compare their own performance to their peers, and seek to learn from the leaders.” Tony Preedy, Marketing Director, Lakeland

6. COPYRIGHT ianjindal.com and InternetRetailing.net Reykjavik, March 19, 2015 h"p://internetretailing.net/iruk/11

7. COPYRIGHT ianjindal.com and InternetRetailing.net Reykjavik, March 19, 2015 Mobile and mobility 1 Always, always on…

8. COPYRIGHT ianjindal.com and InternetRetailing.net Reykjavik, March 19, 2015 Mobile is ﬁrst, everywhere and simultaneous “More than half of all visits to our websites came from smartphones and tablets this Christmas. By 2015, we expect every transaction to involve a mobile device at some point in the customer journey” Alex Baldock, Group CEO ShopDirect. http://internetretailing.net/2014/05/internet-retailing-awards-2014-the-mobile-award/

9. COPYRIGHT ianjindal.com and InternetRetailing.net Reykjavik, March 19, 2015 Mobile changes our notion of channels:    “Touch-ﬁrst” design

10. COPYRIGHT ianjindal.com and InternetRetailing.net Reykjavik, March 19, 2015 “Touch-ﬁrst” design - House of Fraser  Swipe-able; touchable…

11. COPYRIGHT ianjindal.com and InternetRetailing.net Reykjavik, March 19, 2015 Apps No App 331 Advanced 93 B asic 76 App 169 M O B IL E A P P S S TIL L R A R E Mobile apps are still rare, even among Top500 companies. Of the 169 retailers with offering of Top500 retailers. At1the1end1of120141 most1retailers1s<ll1 lacked1mobile1apps1

12. COPYRIGHT ianjindal.com and InternetRetailing.net Reykjavik, March 19, 2015 Delivering … on our promises 2

13. COPYRIGHT ianjindal.com and InternetRetailing.net Reykjavik, March 19, 2015 Delivery promise is a key aspect of selling

14. COPYRIGHT ianjindal.com and InternetRetailing.net Reykjavik, March 19, 2015 Delivery promise is a key aspect of selling

15. COPYRIGHT ianjindal.com and InternetRetailing.net Reykjavik, March 19, 2015 Delivery promise is a key aspect of selling Customers •  46% abandon due to delivery concerns (IMRG) •  50% look for delivery data when they start to shop •  80% want progress updates after purchase (SMS and Email - 89% preference) Retailers •  72% - next day •  44% - click and collect •  18% - 6pm for next day •  Amazon, House of Fraser, ASOS and soon Selfridges

16. COPYRIGHT ianjindal.com and InternetRetailing.net Reykjavik, March 19, 2015 c30% of ecommerce is for collection in store… but not only the store Amazon lockers in malls Collect+ Kiala convenience stores

17. COPYRIGHT ianjindal.com and InternetRetailing.net Reykjavik, March 19, 2015 Pureplays become physical:    ParcelPod, Collect+, Westﬁeld and ASOS http://internetretailing.net/2014/06/local-letterbox-strikes-logistics-partnership-ahead-of-launch/

18. COPYRIGHT ianjindal.com and InternetRetailing.net Reykjavik, March 19, 2015Full1details1in1your1print1version1 ‘Elite’ retailers excel at both delivery and returns 

19. COPYRIGHT ianjindal.com and InternetRetailing.net Reykjavik, March 19, 2015 In-store Digital renaissance of the store 3

20. COPYRIGHT ianjindal.com and InternetRetailing.net Reykjavik, March 19, 2015 The store is important to our customers The store is used to fulfil and to inspire Customers’ use of channels •  44% always check online first •  65% check store first •  87% see multi-channels as important 75% 65%

21. COPYRIGHT ianjindal.com and InternetRetailing.net Reykjavik, March 19, 2015 Digital is in-store John Lewis - StyleMe Inﬁnite'aisle'is'in'Kalverstraat'with'M&S

22. COPYRIGHT ianjindal.com and InternetRetailing.net Reykjavik, March 19, 2015 Need maintenance and staff support… 121June120141 1 1 Out1of1order.1 Paper1sign.1 In1English.1

23. COPYRIGHT ianjindal.com and InternetRetailing.net Reykjavik, March 19, 2015 4 The way they make you feel STAFF

24. COPYRIGHT ianjindal.com and InternetRetailing.net Reykjavik, March 19, 2015 Impact of store employees on purchasing “Be as empowered as our customers” ‘Knowledge’ as a key indicator within customer satisfaction.

25. COPYRIGHT ianjindal.com and InternetRetailing.net Reykjavik, March 19, 2015 Seamless Mind the gap5

26. COPYRIGHT ianjindal.com and InternetRetailing.net Reykjavik, March 19, 2015

27. COPYRIGHT ianjindal.com and InternetRetailing.net Reykjavik, March 19, 2015 Twitter response times

29. COPYRIGHT ianjindal.com and InternetRetailing.net Reykjavik, March 19, 2015 Europe at a glance    EEA and Switzerland

31. COPYRIGHT ianjindal.com and InternetRetailing.net Reykjavik, March 19, 2015COPYRIGHT ianjindal.com and InternetRetailing.net Mumbai, 25 February 2015

36. COPYRIGHT ianjindal.com and InternetRetailing.net Reykjavik, March 19, 2015 Iceland’s Top 20 •  aliexpress.com •  ebay.com •  ikea.is •  amazon.com •  allegro.pl •  elko.is •  hm.com •  amazon.co.uk •  ebay.co.uk •  tolvutek.is •  alibaba.com •  skor.is •  sportsdirect.com •  hagkaup.is •  asos.com •  ﬁnn.no •  forever21.com •  hlad.is •  lego.com •  lindex.com 12621.is1domains1 14971in1total1 153%1‘indigenous’1

37. COPYRIGHT ianjindal.com and InternetRetailing.net Reykjavik, March 19, 2015 Europe at a glance    EEA and Switzerland

38. COPYRIGHT ianjindal.com and InternetRetailing.net Reykjavik, March 19, 2015 TOTAL RETAIL™

39. COPYRIGHT ianjindal.com and InternetRetailing.net Reykjavik, March 19, 2015 Thank you •  www.ianjindal.com •  ian@jindal.net •  @ianjindal •  www.internetretailing.net •  www.internetretailingawards.com •  www.internetretailingconference.net •  www.edelivery.net •  www.eseller.net •  @etail