InternetRetailing - ABCOMM - webinar on IRUK500

1. COPYRIGHT ianjindal.com and InternetRetailing.net 21 January, 2015 Lessons from the IRUK500 Highlights on international trade, delivery and social WEBINAR

2. COPYRIGHT ianjindal.com and InternetRetailing.net 21 January, 2015 InternetRetailing @etail | www.internetretailing.net @ianjindal | www.ianjindal.com Magazine – 10k hAp://internetretailing.net/issues/ hAp://internetretailing.net/ “The Board-‐level conversaKon in mulKchannel retail”

3. COPYRIGHT ianjindal.com and InternetRetailing.net 23 September, 2014 Agenda The UK Market Top500 Cross-border Social Delivery

4. COPYRIGHT ianjindal.com and InternetRetailing.net 23 September, 2014 The UK Market Developed, savvy

5. COPYRIGHT ianjindal.com and InternetRetailing.net 21 January, 2015 Mobile, mobile everywhere    European Smartphone users (%) 2013 MobiLens research 30~50% mobile 65% mobile growth 82% tablet 59% HNWI 70% - Facebook Twitter - 80% 80% tri- screen

6. COPYRIGHT ianjindal.com and InternetRetailing.net 21 January, 2015 Customers… •  Visit stores less – but spend more when they do (BRC/Springboard Footfall – September 2014) •  Customers’ use of mobile – 48% shop via mobile in bed; 11% on the toilet; 70% check their phones when they wake up (http://etail.li/6c0d7 ) •  Mobile is the ‘remote control for your business’ – they want to drive choice, service, operations •  Key areas for competition are: •  Mobile •  In-store •  Delivery (in its many shapes) •  International

7. COPYRIGHT ianjindal.com and InternetRetailing.net 21 January, 2015 The IRUK500 What do we mean by “top”?

8. COPYRIGHT ianjindal.com and InternetRetailing.net 21 January, 2015 IRUK – The Top 500 Launched at InternetRetailing Expo 2014 The 2014 Footprint Report 190,000 UK Retail Business 5,600 ‘long’ list 1800 511 •  UK Businesses •  Our readers •  Suggestions, walking malls, high streets •  Research on turnover, reach, stores, eCommerce, search volume… hAp://internetretailing.net/iruk/

9. COPYRIGHT ianjindal.com and InternetRetailing.net 21 January, 2015 Launched at InternetRetailing Expo 2014 The 2014 Footprint Report hAp://internetretailing.net/issues/top-‐500-‐footprint/ Amazon, Apple, Argos, Asda, B&Q, Boots, Carphone, Warehouse, Debenhams, Dixons Retail, Google Play, Homebase, House of Fraser, IKEA, John Lewis, Marks & Spencer, New Look, Next, Sainsbury’s, Screwfix, Shop Direct, Sports Direct, Tesco, Travis Perkins, Waitrose Acer, Adidas Group, All Saints, Ann Summers, AO.com, ASOS, Aurum Group, BHS, Boden, Body Shop, The, Book Depository, Bosch, Burberry, BuyItDirect, CarpetRight, Chain ReacKon Cycles Clarks, Co-‐operaKve Group Costco, Dabs.com, Dell, DFS, Direct Wines Group Dunelm Mill, Dyson, Ebay, eBuyer, Edinburgh Woollen Mill Estee Lauder, Euro Car Parts, Evans Cycles, Fat Face, Findel, French ConnecKon Furniture Village, Game, GAP, Go Outdoors, H&M, Halfords, Harrods, HewleA Packard, Holland & BarreA, Home Bargains (T.J. Morris) Ideal Shopping Direct, JD Sports, JD Williams, Kurt Geiger, Lakeland, Lastminute.com, Laura Ashley, LEGO, Lloyds Pharmacy, Lush, M&M Direct, MajesKc Wine, Makro, Maplin Electronics Matalan, Misco, Miss Selfridge, Monsoon Accessorize Morrisons, Mothercare, Net-‐A-‐Porter Group Ocado, Office Shoes, OpKcal Express, Pets At Home, Phones 4U, Photobox Group Plumbase, Post Office, QVC, Ralph Lauren, Range, The, Richer Sounds, River Island, Rowlands Pharmacy Samsung, Schuh, Selfridges, Signet, Sony, Specsavers, SpoKfy, Superdrug, SuperGroup, Ted Baker, Thomas Cook, Thorntons, TK Maxx, Topps Tiles, Toys R Us, TUI Travel, Waterstone’s Booksellers WH Smith, White Company, The Wiggle, Wilkinson, Zara Top 500 Footprint

10. COPYRIGHT ianjindal.com and InternetRetailing.net 21 January, 2015 Sizing the IRUK500 Size Revenues: £42bn ~ £0.5million Trafﬁc Rank: 1st to 116,000th Stores: 1 to 11,500 eCommerce: £4.2bn ~ £0.5million Search 400,000 : 1

11. COPYRIGHT ianjindal.com and InternetRetailing.net 21 January, 2015 Performance Dimensions 0 Footprint 1 Strategy 2 Customer 3 Operations 4 Product 5 Brand 6 Channel 1.  Strategy – in particular the ability to anticipate and respond to change, setting market direction 2.  Customer – service, interface, design, loyalty and brand perception 3.  Operations and Logistics – responsiveness, speed, reliability and reach in delivery for the customer 4.  Products and Merchandising – product range, availability, presentation and selling approach 5.  Brand and engagement – social presence and interaction, sentiment and brand perception, customer service and interaction 6.  Channel – growth, availability and interoperation of touchpoints – online, mobile and store.

12. COPYRIGHT ianjindal.com and InternetRetailing.net 23 September, 2014

15. COPYRIGHT ianjindal.com and InternetRetailing.net 21 January, 2015 International and Cross- border UK trading activity

16. COPYRIGHT ianjindal.com and InternetRetailing.net 21 January, 2015 Active international trading •  International trade is £13bn – rising to £45bn in 2020 (Google/OC&C http://internetretailing.net/2014/09/uk-ecommerce-export-market-could-treble-in-size-to-45bn-by-2020-report/ •  UK exports more to Europe than the rest of Europe combined! 228,000 etailers, according to UKTI •  For the UK Top50… •  38 deliver worldwide (£11.70 average delivery charge, average delivery time 11.7 days) •  European delivery is an average of £7.50 and delivery in 6.5 days •  Information sources: •  Google research https://www.thinkwithgoogle.com/intl/en-gb/research-study/10-export-maps-for-british-businesses/ •  IMRG - http://www.imrg.org/index.php?catalog=1247

17. COPYRIGHT ianjindal.com and InternetRetailing.net 21 January, 2015 OVERVIEW SEARCH, YOUTUBE AND DISPLAY MOBILE SOCIAL MORE FACTS SEASONALITY CALENDAR GERMANY TARGETING GERMANY EXPORTING OPPORTUNITIES January Febr uary MarchApril M a y JuneJuly Aug ust SeptemberOctober Nove m ber December DE W interSpri ng Sum m erAut um n Winter Sale W inte rSale EasterEaster Pent ecost PentecostSummerSale Sum m erSale OktoberfestOktoberfest 1AllSai nts’ Day 6 St. Nicholas Day 1 New Year’s Day 14 Valen tine’sDay CeBIT*bauma* Corpus Christi CorpusChristiSummerHolidays Sum m er H olidays BacktoSchoolAutumnBreak Christmas Markets Carn ival Ascens ion Day*Gam e scom * IFA* 3DayofGermanUnity 24–26 Christmas M othe r’sDay IAA*IAA* 31 New Year’s Eve dr upa* Buchmesse* Winter Holidays 1 M a y Day [1] *Ascension – Also Father’s Day *bauma – Engineering Vehicles and Tools Fair, Munich *Buchmesse – International Book Fair, Frankfurt *CeBIT – International Computer Expo, Hanover *drupa – Print Media Fair, Düsseldorf *Gamescom – Interactive Games and Entertainment Fair, Cologne *IAA – International Motor Show, Hanover SOURCES: [1] CIA: The World Factbook, April 2012 [2] Connected Consumer Study, 2014 [3] Consumer Barometer, 2013 [4] Google Internal Data, 2012 [6] Google Internal Data, 2012 [7] Our Mobile Planet, 2013 [8] eMarketer, 2013 [9] Google Internal Data, 2012 [11] Google Internal Data, 2012 [12] The World Factbook, 2013 [13] OC&C Global Retail E-mpire report, 2013 [14] Fortune, 2013 Population Demographic Profile Online Usage Online Shopping Web Searches YouTube Reach Video Advertising Google Display Network Reach Smartphone Penetration Mobile Internet Users Mobile Purchases Population Frequency Engagement Usage 81.3 million [1] 62% of the population uses the Internet daily [2] 64% buy things online [2] 60% of purchasers who used a search engine to do research before purchasing [3] 48% of online population [4] 67% say that being able to skip ads increases the enjoyment of the content on YouTube [5] 50% of people are using a smartphone [10] 74% of all smartphone users are daily online with their device [10] 38% purchase online on their smartphone [10] 42% are social network users [8] 64% check their social network accounts several times a day [9] 51% of people read blogs and online reviews at least once a month [10] 50% of mobile surfers list social networks as their favourite online activity [11] Retail Travel Local B2B Tech Automobile Moveable feasts: dates change each year Bank holiday $1.5 trillion exported. Germany is the largest exporter in Europe [12] 48%of retailers offer an English version of their website [13] 29of Fortune Global 500 companies are headquartered in Germany [14] 90%[6] 49% male 51% female

18. COPYRIGHT ianjindal.com and InternetRetailing.net 21 January, 2015 Delivery

19. COPYRIGHT ianjindal.com and InternetRetailing.net 21 January, 2015 Delivery promise is a key aspect of selling

20. COPYRIGHT ianjindal.com and InternetRetailing.net 21 January, 2015 Delivery promise is a key aspect of selling Customers •  46% abandon due to delivery concerns (IMRG) •  50% looks for delivery data when they start to shop •  80% want progress updates aler purchase (SMS and Email -‐ 89% preference) Retailers •  72% -‐ next day •  44% -‐ click and collect •  18% -‐ 6pm for next day •  Sunday delivery – House of Fraser, ASOS, Amazon, Selfridges, Fortnum & Mason

21. COPYRIGHT ianjindal.com and InternetRetailing.net 21 January, 2015 Collection – beyond store and home Amazon lockers in malls Collect+ Kiala convenience stores

22. COPYRIGHT ianjindal.com and InternetRetailing.net 21 January, 2015 Pureplays become physical:    ParcelPod, Collect+, Westﬁeld and ASOS http://internetretailing.net/2014/06/local-letterbox-strikes-logistics-partnership-ahead-of-launch/

23. COPYRIGHT ianjindal.com and InternetRetailing.net 21 January, 2015 Digital is in-store Kalverstraadt, Amsterdam John Lewis - StyleMe

24. COPYRIGHT ianjindal.com and InternetRetailing.net 21 January, 2015 Need maintenance and staff support… 12 June 2014 Out of order. Paper sign. In English.

25. COPYRIGHT ianjindal.com and InternetRetailing.net 21 January, 2015 IRUK 500  Delivery performance Free Standard Delivery 18% Paid Standard Delivery 82% Study included the largest 100 subset of the IRUK 500. 26% 74% A Quarter of Studied Retailers Offer Collect+ Returns Study included the largest 100 subset of the IRUK 500. 44% of Top500 retailers offer click and collect

26. COPYRIGHT ianjindal.com and InternetRetailing.net 21 January, 2015

27. COPYRIGHT ianjindal.com and InternetRetailing.net 21 January, 2015 Social and Mobile Integral to multichannel

28. COPYRIGHT ianjindal.com and InternetRetailing.net 21 January, 2015 Social presence: IRUK500

29. COPYRIGHT ianjindal.com and InternetRetailing.net 21 January, 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.

30. COPYRIGHT ianjindal.com and InternetRetailing.net 21 January, 2015

31. COPYRIGHT ianjindal.com and InternetRetailing.net 21 January, 2015 Social media and social retailing… #tweetailers •  Average mentions – 1,676 (low zero, high 42,000) •  Average tweets made – 138 (low is zero, high was 13,000 (Tesco) ) •  Average replies to those tweets – 74 (Tesco 10,727, Sainsbury 4456) •  Average retweets of those tweets – 1,972 (Mossbros on 293,968!)

32. COPYRIGHT ianjindal.com and InternetRetailing.net 21 January, 2015 Brand and Engagement – IRUK2015 •  Report published at the end of January 2015 •  Available via www.internetretailing.net/iruk •  Free in digital form to retailers Distributed with InternetRetailing Magazine, Issue 50 A Performance Dimension Report as part of IRUK2015 InternetRetailing’s Top500 UK Retailers, 2015 Brand&Engagement: January2015 In partnership with our Knowledge Partner

33. COPYRIGHT ianjindal.com and InternetRetailing.net 21 January, 2015 Considerations for international More than just

34. COPYRIGHT ianjindal.com and InternetRetailing.net 21 January, 2015 International 1.  Language and locale – a platform that can handle both languages and the country (eg German is the language, but the locale could be Germany, Austria, Switzerland…) 2.  SEO – be found in the country in which you trade. 3.  Local payment options – in the Netherlands you need to accept “Ideal” (http://www.ideal.nl/en/) while in Germany it’s direct bank transfer ( http://ecommercenews.eu/the-most-common-payment-methods-in-europe/) 4.  Delivery – consider whether to ship from one location (and consolidate stock) or risk splitting stock by country 5.  Returns – delivery is easy, but how can customers return? Especially if there’s no store. 6.  Customer service – not only in the local language, but consider the local accent too. Zalando say a major improvement in satisfaction from using local accents (InternetRetailing Conference, 2014)

35. COPYRIGHT ianjindal.com and InternetRetailing.net 21 January, 2015 More information eDelivery.net and eDeliveryExpo.com

36. COPYRIGHT ianjindal.com and InternetRetailing.net 21 January, 2015 Insight, inspiration, information eDelivery – Magazine, online, Linkedin www.edelivery.net @edeliverynet eDeliveryExpo.com – 25/6 March, 2015 www.edeliveryexpo.com @edeliveryexpo

37. COPYRIGHT ianjindal.com and InternetRetailing.net 21 January, 2015 Agenda The UK Market Top500 Cross-border Social Delivery

38. TITLE COPYRIGHT ianjindal.com and InternetRetailing.net 21 January, 2015 Thank you – Muito obrigado! •  @ianjindal •  www.internetretailing.net •  www.internetretailingawards.com •  www.internetretailingconference.net •  @etail •  www.edelivery.net •  @edeliverynet •  www.internetretailingexpo.com •  @etailexpo and @edeliveryexpo

InternetRetailing - ABCOMM - webinar on IRUK500

Ian Jindal

InternetRetailing - ABCOMM - webinar on IRUK500