Total Retail a change is underway: RLS 2014


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Total Retail a change is underway: RLS 2014

  1. 1. Total Retail A change is underway Strictly Private and Confidential 5. February 2014
  2. 2. The emerging trends Leveraging the best of both worlds My favourite retailer: The customer is still deciding Total Retail - a change is underway • PwC Why do customers buy online or instore? Indian Customer The ‘social’ usage of social media Smart phones and tablets: The gamechangers 5. February 2014 6
  3. 3. My favourite retailer: The customer is still deciding Our respondent shopped with 2-5 retailers when they shopped in-store …this went up to more than 10 when they shopped with on-line only retailers ….and was only one when it was a multi-channel retailer 5. February 2014 PwC
  4. 4. Leveraging the best of both worlds: The line is blurring Customers are browsing instore, buying online and viceversa but wanting to return in-store Return policies are driving buying decisions The on-line shopper is getting more confident of buying newer categories 5. February 2014 PwC
  5. 5. 5. February 2014 PwC
  6. 6. Why are customers buying in-store ? 5. February 2014 PwC
  7. 7. Why are customers buying in-store ? I prefer to touch/try the product 67% I just prefer to shop in-store 50% I don't trust the delivery process 36% I'm worried about the security of… 33% I don't trust online payment… 31% I don't have a credit/debit card 24% I don't have good broadband speed 12% Prefer to shop over the phone 5% I don't have good access to the… 0% 0% 20% 40% 60% 80% 5. February 2014 PwC
  8. 8. The ‘social’ in social media 5. February 2014 PwC
  9. 9. Smartphones and tablets : The game changers 5. February 2014 PwC
  10. 10. Total Retail Unified brand story across all channels that promises a consistent superior customer experience facilitated by agile and innovative technologies 5. February 2014 PwC
  11. 11. The emerging business model considerations 5. February 2014 PwC
  12. 12. Rachna Nath Retail and Consumer Leader PwC India The information contained in this document is provided 'as is', for general guidance on matters of interest only. PricewaterhouseCoopers is not herein engaged in rendering legal, accounting, tax, or other professional advice and services. Before making any decision or taking any action, you should consult a competent professional advisor. © 2014 PricewaterhouseCoopers Private Limited. All rights reserved. In this document, “PwC” refers to PricewaterhouseCoopers Private Limited (a limited liability company in India), which is a member firm of PricewaterhouseCoopers International Limited, each member firm of which is a separate legal entity.