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Ps257 2014 Multichannel Retail Trends - Connecting with the Connected Customer.

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Presentation given at NoNoobs' "Ecommerce Trends 2014" conference in Warsaw in February, 2014.

Taking as my theme the growth of the connected customer's influence in retail, I outline 10 trends that are current for the best retailers connected with that connected customer.

Published in: Business

Ps257 2014 Multichannel Retail Trends - Connecting with the Connected Customer.

  1. 1. Connecting with the Connected Customer 10 trends for multichannel retailers in 2014 COPYRIGHT ianjindal.com and InternetRetailing.net February 12, 2014
  2. 2. Trends ! Introductions and the customer! ! ! 1. Mobile, mobility and Tablets! 2. Delivery! 3. Click and Collect! 4. IRIS! 5. Seamlessness COPYRIGHT ianjindal.com and InternetRetailing.net ! ! ! 6. Staff! 7. Social inside the business ! 8. B2C - Brand to Consumer! 9. Product! 10. Total Retail [TM] February 12, 2014
  3. 3. Ian Jindal @etail @ianjindal ! COPYRIGHT ianjindal.com and InternetRetailing.net February 12, 2014
  4. 4. European eCommerce ! COPYRIGHT ianjindal.com and InternetRetailing.net February 12, 2014
  5. 5. Polish growth ! COPYRIGHT ianjindal.com and InternetRetailing.net February 12, 2014
  6. 6. External growth? ! COPYRIGHT ianjindal.com and InternetRetailing.net February 12, 2014
  7. 7. No silos ! COPYRIGHT ianjindal.com and InternetRetailing.net February 12, 2014
  8. 8. 1 Mobile and mobility ! Always, always on… COPYRIGHT ianjindal.com and InternetRetailing.net February 12, 2014
  9. 9. Mobile, mobile everywhere
 
 European Smartphone users (%)! 2013 MobiLens research COPYRIGHT ianjindal.com and InternetRetailing.net February 12, 2014
  10. 10. TITLE Mobile and tablet use - while watching TV! COPYRIGHT ianjindal.com and InternetRetailing.net February 12, 2014
  11. 11. TITLE Mobile will be 61% of web traffic by 2016! •  Twitter - 2.1bn searched a day; 80% mobile •  YouTube - 100hrs/minute uploaded, 1 Billion users/month; 25% mobile •  Facebook - 70% of activity photobased; 70% mobile ! COPYRIGHT ianjindal.com and InternetRetailing.net February 12, 2014
  12. 12. TITLE Touch-first design! COPYRIGHT ianjindal.com and InternetRetailing.net February 12, 2014
  13. 13. TITLE Touch-first design - House of Fraser
 Swipe-able; touchable…! COPYRIGHT ianjindal.com and InternetRetailing.net February 12, 2014
  14. 14. 2 Delivering ! … on our promises COPYRIGHT ianjindal.com and InternetRetailing.net February 12, 2014
  15. 15. TITLE Delivery promise is a key aspect of selling! COPYRIGHT ianjindal.com and InternetRetailing.net February 12, 2014
  16. 16. TITLE Delivery promise is a key aspect of selling! COPYRIGHT ianjindal.com and InternetRetailing.net February 12, 2014
  17. 17. Delivery promise is a key aspect of selling! Customers Retailers •  46% abandon due to delivery concerns (IMRG) •  50% looks for delivery data when they start to shop •  80% want progress updates after purchase (SMS and Email - 89% preference)! •  •  •  •  COPYRIGHT ianjindal.com and InternetRetailing.net 72% - next day 44% - click and collect 18% - 6pm for next day Amazon - Sunday delivery trials February 12, 2014
  18. 18. TITLE •  Shutl.com! •  One-hour delivery! •  Tracking on mobile! •  To Shutl as well as to Google ?! •  Acquired by eBay, 2013! COPYRIGHT ianjindal.com and InternetRetailing.net February 12, 2014
  19. 19. Collection – beyond store and home! Amazon lockers in malls! COPYRIGHT ianjindal.com and InternetRetailing.net Collect+ Kiala convenience stores February 12, 2014
  20. 20. 3 Click and Collect ! Let s make it about you COPYRIGHT ianjindal.com and InternetRetailing.net 20 February 12, 2014
  21. 21. 25% of online orders are for collection in store, but…! Halfords – 86% of orders are for click and collect! COPYRIGHT ianjindal.com and InternetRetailing.net Significant impact on store infrasture February 12, 2014
  22. 22. TITLE Click and collect – more than a button!! COPYRIGHT ianjindal.com and InternetRetailing.net February 12, 2014
  23. 23. TITLE Web to store integration! COPYRIGHT ianjindal.com and InternetRetailing.net 23 February 12, 2014
  24. 24. TITLE Multichannel customers are worth 4x - an additional advantage of click and collect! •  Multichannel customer worth circa 4x a single-channel customer! •  Some retailers now saying 8~12x! •  1 in 3 customers who collect in store but other products! •  1 in 3 returns customers spend more than the returns value! Source: Aberdeen; interviews; JC Williams Group; McKinsey analysis COPYRIGHT ianjindal.com and InternetRetailing.net February 12, 2014
  25. 25. 4 In-store ! Digital renaissance of the store COPYRIGHT ianjindal.com and InternetRetailing.net February 12, 2014
  26. 26. 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! 75% •  65% check store first! 65% •  87% see multi-channels as important COPYRIGHT ianjindal.com and InternetRetailing.net February 12, 2014
  27. 27. Mobile in store
 
 European Smartphone users (%)! 2013 MobiLens research COPYRIGHT ianjindal.com and InternetRetailing.net February 12, 2014
  28. 28. Digital is in-store! John Lewis - StyleMe! COPYRIGHT ianjindal.com and InternetRetailing.net Significant impact on store infrasture February 12, 2014
  29. 29. Digital is in-store! COPYRIGHT ianjindal.com and InternetRetailing.net February 12, 2014
  30. 30. Digital is in-store! COPYRIGHT ianjindal.com and InternetRetailing.net February 12, 2014
  31. 31. TITLE 31 COPYRIGHT ianjindal.com and InternetRetailing.net February 12, 2014
  32. 32. Store, data, social…! COPYRIGHT ianjindal.com and InternetRetailing.net February 12, 2014
  33. 33. 5 Seamless ! Mind the gap COPYRIGHT ianjindal.com and InternetRetailing.net February 12, 2014
  34. 34. 6 STAFF ! The way they make you feel COPYRIGHT ianjindal.com and InternetRetailing.net February 12, 2014
  35. 35. TITLE Impact of store employees on purchasing! Be as empowered as our customers Knowledge as a key indicator within customer satisfaction. COPYRIGHT ianjindal.com and InternetRetailing.net February 12, 2014
  36. 36. Social inside the business 7 COPYRIGHT ianjindal.com and InternetRetailing.net February 12, 2014 !
  37. 37. COPYRIGHT ianjindal.com and InternetRetailing.net February 12, 2014
  38. 38. 8 B2C ! Brands to customer COPYRIGHT ianjindal.com and InternetRetailing.net February 12, 2014
  39. 39. TITLE COPYRIGHT ianjindal.com and InternetRetailing.net 39 February 12, 2014
  40. 40. 9 COPYRIGHT ianjindal.com and InternetRetailing.net Product love ! February 12, 2014
  41. 41. COPYRIGHT ianjindal.com and InternetRetailing.net 41 February 12, 2014
  42. 42. COPYRIGHT ianjindal.com and InternetRetailing.net 42 February 12, 2014
  43. 43. COPYRIGHT ianjindal.com and InternetRetailing.net 43 February 12, 2014
  44. 44. 10 COPYRIGHT ianjindal.com and InternetRetailing.net Other trends ! 44 February 12, 2014
  45. 45. 10 Other trends ! International, Internet of Things, Big Data, Insight, Wearable Technology … many more – but we’re talking about now… COPYRIGHT ianjindal.com and InternetRetailing.net 45 February 12, 2014
  46. 46. 10 TOTAL RETAIL [tm] COPYRIGHT ianjindal.com and InternetRetailing.net February 12, 2014 !
  47. 47. Trend -> action ! •  Body Level One! –  Body Level Two! •  Body Level Three! –  Body Level Four! »  Body Level Five COPYRIGHT ianjindal.com and InternetRetailing.net •  Customers are driving us ! •  Make and deliver promises digitally, in store, delivery! •  Seamless execution! •  People, process, technology! –  Training and empowerment! –  Capability at every touchpoint! –  Seamless data! •  Customer experience under your brand! 47 February 12, 2014
  48. 48. TITLE Thank you – Dziękuję! ! •  www.ianjindal.com! •  ian@jindal.net! •  @ianjindal! •  •  •  •  COPYRIGHT ianjindal.com and InternetRetailing.net www.internetretailing.net! www.internetretailingawards.com! www.internetretailingconference.net! @etail! February 12, 2014

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