The document discusses the shift from multi-channel to omni-channel commerce. It notes that technological advancements and changing consumer expectations are enabling new channels like mobile and digital that consumers use simultaneously. Research shows that omni-channel shoppers who use multiple channels spend significantly more. Retailers now need integrated strategies and data across channels to provide a consistent brand experience for these omni-channel consumers.

1. Jason SimpsonFrom Multi-channel to Omni-channel commerce

2. AgendaWhat’s happening in Multi-channel commerce? (in Europe & the US)

3. Technological advancement & changing consumer expectations

4. Omni-channel behaviour is shaping Multi-channel commerce

5. How channels interact: the role of print

6. Reaction to the shifting environment

7. Brand integrity = Multi-channel strategy

8. What to be ready for; how to be readyThe world of Multi-channel commerce…Technology is enabling new channels to market

9. Traditional model = physical stores with print driving footfall and/or mail order business

10. Today = new channels emerging every year

11. Proliferation of media

12. Marketing reach becoming harder

13. Consumers demanding purchasing flexibility and convenienceDevelopments in e-commerce… Now 1.6 billion internet users worldwide

14. UK e-commerce sales totalled £30bnin 2010

15. Accounts for7% of all retail sales

16. Sales predicted to grow to reach £50bn by 2015Source: ForresterThe ‘new now’: Price comparison sites

17. Digital catalogues

18. iPhone/Android apps

19. iPad & other tablets

20. In-store kiosks

21. Social mediaSouth Africa = 5.3m

22. Developments in mobile commerce…UK mobile internet salesforecast todouble in the next 3 years to £275m

23. Accounts for 4% of online retail spending

24. Just 2.1% of UK‘s adult population currently shop via a smartphone, but nearly 80% of owners have used it to buy something!

25. But smartphone ownership is growing by c100% annually, driven by iPhone, Android and other comparable products(source: Verdict & Ovum Research)

26. Developments in mobile commerce…10% of European shoppers are using their mobiles for product searches, price comparison or purchasing

27. 20% plan to do so, according to a study of 1,500 people in the UK, France, Germany, Italy and Spain

28. The study also found that shoppers who used mobile in some part of the research and purchase process spent 15% to 30% more than those who used just one channel (source: IDC/Akamai)80% of all web-page views in Japan are via mobile devices!UK predicted to mirror this by 2014Highly likely that developing nations will leapfrog to this stage

29. Developments in mobile commerce…Example

30. Technology convergenceThe ‘mash-up’

31. Integrating offline and online media

32. Quick Response (QR) Barcodes

33. Augmented Reality

34. RFID & NFC (Near Field Communication)

35. Mobile AppsThe Omni-channel consumer“The omni-channel shopper wants to use all channels – stores, catalogues, call centre, eCommerce and mobile – simultaneously, not each channel in parallel” Hand and Parker (IDC)Examples:Price comparison websites, accessed from mobiles whilst in-store

36. Reserve/pay online, collect in-storeThe Omni-channel consumer…‘InfoLust’‘Consumers are lusting after detailed information on where to get the best of the best, the cheapest of the cheapest, the first of the first, the healthiest of the healthiest, the coolest of the coolest, or on how to become the smartest of the smartest. Instant information gratification is upon us’ (www.trendwatching.com)

37. Omni-channel consumers are shaping Multi-channel commerce…McKinsey research 2009Clothing retail exampleUSD$ average customer spend per year3 channels =4.4 x higher than print alone4.5 x higher than stores alone5.6 x higher than web alone

38. How does print fit into the Multi-channel mix?What we thought we knew:Shopping is heavily influenced by printed matter

39. The “shop in the home” works

40. Multi-channel is here & increasing revenue

41. The print catalogue is part of life in UK & USWho are Verdict Consulting?Private & Confidential, Copyright Pindar & Verdict Consulting 2010

42. today's consumerwhere we’re headedPrivate & Confidential, Copyright Pindar & Verdict Consulting 2010

43. 1980sCarefreeconsumption1990sCarelessconsumptionLate 2000sCarefulconsumption2010sConsideredconsumptionToday’s consumer: the mindset shiftPrivate & Confidential, Copyright Pindar & Verdict Consulting 2010

44. Today’s consumer: considered consumptionQuantityI buy lots of things: some I need, some I don’t…Quality I buy things I that I really want…ProductIt’s mainly about the product…HolisticIt’s about the product and the background to the product…PriceI want everyday low prices…ValueI don’t mind paying for good things…ImpulseI buy things without thinking about them…ThoughtfulI buy things I like, but I think about what I am buying…Private & Confidential, Copyright Pindar & Verdict Consulting 2010

45. B2C ResearchFor this research a catalogue is defined as:A traditional mail order catalogue

46. A more modern catalogue or brochure

47. Lifestyle magazines from retailers in which the primary aim is promotion or selling (magalogue)

48. Retail inserts & circulars

49. Leaflets & postcards not includedPrivate & Confidential, Copyright Pindar & Verdict Consulting 2010

50. 1999£9,503m2009£4,393mThe traditional view – a changing landscapeSize of traditional mail order catalogue market?Private & Confidential, Copyright Pindar & Verdict Consulting 2010

51. The modern scenarioLost in a sea of cross-channel confusionTelephoneOnlineStoresCats, Mags, InsertsAffiliatesKiosksC2C Social networkingMobilePrivate & Confidential, Copyright Pindar & Verdict Consulting 2010