The document discusses the importance of mobile technology in retail and its impact on customer engagement, emphasizing mobile-first strategies and delivery promises as critical factors for customer retention. It highlights trends in omnichannel retailing, such as the significance of physical stores in the customer journey and the necessity for effective delivery and returns systems. The document also references feedback from industry experts on the state of multi-channel retailing and the growing influence of mobile on sales experiences.

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

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

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

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

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

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

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

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

35. COPYRIGHT ianjindal.com and InternetRetailing.net Reykjavik, March 19, 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