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Key Consumer Trends and how they affect retail
FUTURELAB
a more customer-friendly place
On a mission to make the world
FUTURELAB
Alain Thys: ath@futurelab.net
Some credentials
PART ONE
Key shopper trends and
how they affect retail
PART TWO
How to prepare for the
changing retail reality.
PART THREE
A few words on payment
FUTURELAB
PART ONE
Key shopper trends and
how they affect retail
PART TWO
How to prepare for the
changing retail reality.
PART THREE
A few words on payment
FUTURELAB
(cc)nggalai
Key shopper trends and how they affect retail
• Demographics
• Technology
• Mindset
FUTURELAB
Demographics
Source: Eurostat, 2011
1991
2011
2021
WomenMen
Demographic Pyramid
EU-27
(cc) ThomasSoerenes
Shoppers are getting older
FUTURELAB
Demographics
± 1/3 of the population
> 80% of the wealth
> 50 yrs old
Image: (cc) Chris_Parfitt
Shoppers are getting older
43.4
46.1
48
49.6
1999 2004 2008 2013
Sources: trendwatching.com, 2013
Cyril Huze Post - 2013
Average age of Harley Davidson driver.
FUTURELAB
Demographics
Shoppers are getting more multi-cultural
Source: Daily Mail Online, August 2013
Immigration numbers by country, 2012
(cc)epSos.de
FUTURELAB
Shoppers live in ever smaller households
(cc) arileu
Aging
Divorce
Choice
Career
Demographics
FUTURELAB
Are you really taking their needs seriously?
Influence on retail
Store format – Merchandise selection – Staff behaviour & know how - …
(cc) augapfel© Galina Barskaya (c)Getty Images
Ageing Immigration Non-traditional households
FUTURELAB
Catering to a specific age group
Remarkable practice
FUTURELAB
Catering to different cultural values
Remarkable practice
Korea: Lavendel
Halal, Rice-based Skincare
Metropolitan restaurants
Halal food at McDonald’s
FUTURELAB
Catering to singles
Remarkable practice
Slunch Factory (Korea)
Single household lunch box
Supermarket dating
Help singles meet
FUTURELAB
(cc)nggalai
Key shopper trends and how they affect retail
• Demographics
• Technology
• Mindset
FUTURELAB
98.1
90
80.5
64
35.9
3.7
16-24 25-34 35-44 45-54 55-64 65-74
Internet access by age group
Lithuania, Q1-2012
The internet ―has‖ changed the way we buy
Digital Reality
Source: Statistics Lithuania, August 2012
Holidays
Cars Books
What isn’t in Lithuania today, will come.
Insurances
FUTURELAB
In-store smartphone usage per category
US, 2013
Mobile ―is‖ part of the shopping experience
Digital Reality
Source: Google Shopper Marketing Council, August 2013
―On an average day, more
than 100,000 unique
customers access
Nordstrom on a mobile
device, with nearly twice that
amount during the holidays,‖
In 2012, sales from a mobile
device accounted for over
20%—more than $260
million—of the company’s
total direct (digital) sales.
Compared to less than 4%
in 2010.‖
Source: Internet retailer, February 2013
FUTURELAB
36
43
53
60
Lithuania
2011
Lithuania
2012
Denmark UK
Sources: The Baltic Course, May 2013 - OECD, 2012
Ecommerce is part of life for every retailer
Digital Reality
% of population purchasing online
42% of UK electronic goods buyers
will look at products in store before
buying online from a different retailer.
Source: The Consumer Decision Journey, Microsoft, 2013
Image:(cc)CliveDarra
FUTURELAB
Digital Transparency Rules
Digital Reality
Quality Price
Coming soon to Europe:
FUTURELAB
Are you ready for the omnichannel reality?
Influence on retail
International competitionAlways on transparency Showrooming
Image: (cc) Clive Darra
FUTURELAB
Make shopping easy
Remarkable practices
Panty Subscription Service (CA)
Fastest delivery
From store to house in minutes (UK)
…
FUTURELAB
Is it a store or a showroom?
Remarkable practices
Apple stores John Lewis Exeter
About 60% of our customers buy both
online and in shops so the approach is
to make it absolutely seamless for them
to move from one to the other.
FUTURELAB
Hybrid Shopping
Remarkable practices
FUTURELAB
An unusual approach
Remarkable practices
Brisbane, Australia, 2013
FUTURELAB
(cc)nggalai
Key shopper trends and how they affect retail
• Demographics
• Technology
• Mindset
FUTURELAB
Scarcity
Mindset
Time Money
Decreasing disposable income
More planned buying
Growth in private label
Shrinking share of wallet for everyone
Life gets busier
Time scarcity = more efficient shopping
Desire for work-life balance = shopping is a chore
Desire for one-stop service & product shopping
FUTURELAB
Indulgence
Mindset
Entertain meMake it beautiful (Design matters)
FUTURELAB
Conscience (& scepticism)
Mindset
Health World
84% percent of millenials (18-32 yrs) in
Europe, Asia and US believe it is their
generation’s duty to change the world
Health and wellness is becoming a priority
but consumers find it difficult to decode
product labeling and nutritional claims.
The cat is out of the bag
Out of 5,296 products, 95% made at least one false claim
Source: Terrachoice, 2012
Source: Bord Bia’s 2010 Periscope study Source: The Guardian, April 2013
FUTURELAB
Are you ready for changing consumer mindset?
Influence on retail
Health and environmentEfficiency with time & money Design and entertainment
Image: (cc) PhotoAtelier Image: (c) Mike Powell
FUTURELAB
19/03/2014 29.
Tesco Homeplus Korea (by now a ―classic‖)
Remarkable practices
FUTURELAB
Disarming detractors
No one can do this on his own
Brand Utility Examples
GS 25 Virtual fridge
FUTURELAB
Korean supermarket let’s
consumers store 2-for-1
promotions in a ―virtual
refrigorator‖
Italian food shopping … redefined
Remarkable practices
FUTURELAB
Disarming detractors
No one can do this on his own
Remarkable practices
It doesn’t have to be so elaborate
HEB Supermarkets (Texs)
11% growth in men’s care products within 1 year
FUTURELAB
Disarming detractors
No one can do this on his own
Remarkable practices
Just be honest
FUTURELAB
PART ONE
Key shopper trends and
how they affect retail
PART TWO
How to prepare for the
changing retail reality.
PART THREE
A few words on payment
FUTURELAB
19/03/2014(cc) Andreas Kollmorgen
Preparing for the changing retail reality
• Secure the basics
• Offer complete and relevant experiences
• Focus technology on the customer
FUTURELAB
Disarming detractors
No one can do this on his own
Secure the basics
Yesterday, mistakes could be forgiven … no more.
FUTURELAB
Disarming detractors
No one can do this on his own
Secure the basics
Digital Basics
Fast website
Easy shopping
Mobile availability
Online security
Quality home delivery
Variety in payment options
Social integration
…
FUTURELAB
Disarming detractors
No one can do this on his own
Secure the basics
Retail basics
Opening hours - Retail standards
Staffing - Merchandise availability - Store design
(cc)JasonRosenberg
FUTURELAB
Secure the basics
Tactically responding to customer queries
What is the % of helpdesk questions that “never get answered”
(Insites Consulting, 2010 – n=500 senior marketers in Benelux, France, Germany, UK)
11-28%depending on the channel
FUTURELAB
Disarming detractors
No one can do this on his own
Secure the basics
Structurally acting on customer feedback
90%
Collect
Customer
Feedback
Alert Staff
to Findings
50%
Make
decisions
using
insights
30%
Deploy
improve
10%
Inform
customers
of change
5%
Source:BupaInternational,2009
DEBATE
WHERE IS YOUR
BUSINESS?
FUTURELAB
Remarkable practice: Applying common sense to basics can take you far
Metro Bank
There’s more
Leave the bank with
your card
Have a coffee next
door if you need to
wait (with alerts)
Friendly & smiling
recruitment policy
FUTURELAB
Disarming detractors
No one can do this on his own
Remarkable practice: Applying common sense to basics can take you far
Own experiences
Minimum Standards Brilliant Basics
FUTURELAB
19/03/2014(cc) Andreas Kollmorgen
Preparing for the changing retail reality
• Secure the basics
• Offer complete and relevant experiences
• Focus technology on the customer
FUTURELAB
Complete & relevant experiences
To avoid misunderstandings
“Let’s spread love & hug” “Let’s be like Disneyland”“Let’s go WOOOOOWW!!”
When I talk about experiences I’m not talking about.
FUTURELAB
Complete & relevant experiences
To avoid misunderstandings
I am talking about “really connecting” with your customers
FUTURELAB
The biggest CX challenge
Most companies
wear blinders on
customer experience
FUTURELAB
(cc) Emilio Labrador
47
Travel company
Which are the customer steps when going on a holiday
FUTURELAB
1. I dream of going on holiday
2. I research my holiday
3. I plan my holiday
4. I select my holiday
5. I purchase my holiday
6. I receive travel documents & tickets
7. I anticipate departure
8. I prepare my trip
9. I travel to my destination
10. I discover my destination
11. I experience my destination
12. I record my memories
13. I share my experience
14. I travel back home
15. I share my memories
48
Ask yourself
Which steps in the journey do travelco’s manage?
FUTURELAB
1. I dream of going on holiday
2. I research my holiday
3. I plan my holiday
4. I select my holiday
5. I purchase my holiday
6. I receive travel documents & tickets
7. I anticipate departure
8. I prepare my trip
9. I travel to my destination
10. I discover my destination
11. I experience my destination
12. I record my memories
13. I share my experience
14. I travel back home
15. I share my memories
49.
Remarkable practice
CEE Mall: Different customers, different experiences
Planning Departure Journey Arrival Decompression Exit Journey Remember Returns
Shop
BuyDwell
The Shoppers Journey
19/03/2014 50.
Deliver relevant experiences
Three steps
1. Map your customer’s TRUE journey (think ―beyond‖ your store)
2. Identify key choice and loyalty drivers for each shopper archetype you target
3. Develop experiences which match these drivers at EVERY journey step
FUTURELAB
19/03/2014(cc) Andreas Kollmorgen
Preparing for the changing retail reality
• Secure the basics
• Offer complete and relevant experiences
• Focus technology on the customer
FUTURELAB
Embrace technology
Consider technology
• To enhance the experience
• To become more ―lean‖
• To challenge conventions
FUTURELAB
Embrace technology
Look beyond the apps • Customer vs. Shopping cart analytics
Customer contacts
Support functions
Management
CEO
Customer Reality
Seamless Experience Single view of the customer
FUTURELAB
Embrace technology
Look beyond the apps
Customer vs. Shopping cart analytics
Data Discovery
Predictive modeling
Customer
Intelligence
Voice of
customer
Voice of
business
Voice of
employee
Voice of
market
FUTURELAB
Different customers, different styles
Selecting a handset Managing Services
Simple enough but not too simple
Tariffs Billing
Remarkable practice
Use technology to offer differentiated/relevant experiences
FUTURELAB
Remarkable thought
Point of inspiration: Sharing Data?
SVP Digital Business, L’Oréal Group
“Brands and retailers need to let go of
their antagonistic negotiation model
and instead focus on working together
to maximise retail floor sales and
profit. Both stand to gain.”
Experiment:
Joint initiative L’Oréal-Carrefour make-up kiosk
FUTURELAB
PART ONE
Key shopper trends and
how they affect retail
PART TWO
How to prepare for the
changing retail reality.
PART THREE
A few words on payment
FUTURELAB
A few words on payment
I Thought Long and Hard
(cc)BrianHillegas
A few words on payment
And it was tempting to go ―visionary‖
Disney electronic wristbandMobile (NFC) wallets Implants (Barcelona)
FUTURELAB
A few words on payment
And it was tempting to go ―visionary‖
FUTURELAB
Points on Kindle, tomorrow??
Alternative currency Pay with sweat
More airmiles than dollars?
1/3 of coffees purchased
It’s money
Jim, but not as we
know it
A few words on payment
But pragmatism rules
Offer every payment option Lithuanian customers desire.
Belgium
1. Credit card
2. Online bank transfer
Germany
1. Invoice & pay afterwards (58%)
2. Credit Cards (34%)
3. Variety of others
United Kingdom
1. Credit card (40%)
2. Debit card (35%)
3. Paypal (21%)ONLINE
(cc)FrankBlais
FUTURELAB
Two questions to ask yourself
How can I simplify?
FUTURELAB
Two questions to ask yourself
Who owns the customer?
―other‖ locations ??
FUTURELAB
PART ONE
Key shopper trends and
how they affect retail
PART TWO
How to prepare for the
changing retail reality.
PART THREE
A few words on payment
• Demographics
• Technology
• Mindset
• Ensure the basics
• Complete & relevant experiences
• Focus technology on the customer
• Offer what your customers seek
• Always try to simplify
• Make sure you keep owning your customers
FUTURELAB
FUTURELAB
E: ath@futurelab.net

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Consumer trends and the way they affect retail

  • 1. Key Consumer Trends and how they affect retail FUTURELAB
  • 2. a more customer-friendly place On a mission to make the world FUTURELAB Alain Thys: ath@futurelab.net Some credentials
  • 3. PART ONE Key shopper trends and how they affect retail PART TWO How to prepare for the changing retail reality. PART THREE A few words on payment FUTURELAB
  • 4. PART ONE Key shopper trends and how they affect retail PART TWO How to prepare for the changing retail reality. PART THREE A few words on payment FUTURELAB
  • 5. (cc)nggalai Key shopper trends and how they affect retail • Demographics • Technology • Mindset FUTURELAB
  • 6. Demographics Source: Eurostat, 2011 1991 2011 2021 WomenMen Demographic Pyramid EU-27 (cc) ThomasSoerenes Shoppers are getting older FUTURELAB
  • 7. Demographics ± 1/3 of the population > 80% of the wealth > 50 yrs old Image: (cc) Chris_Parfitt Shoppers are getting older 43.4 46.1 48 49.6 1999 2004 2008 2013 Sources: trendwatching.com, 2013 Cyril Huze Post - 2013 Average age of Harley Davidson driver. FUTURELAB
  • 8. Demographics Shoppers are getting more multi-cultural Source: Daily Mail Online, August 2013 Immigration numbers by country, 2012 (cc)epSos.de FUTURELAB
  • 9. Shoppers live in ever smaller households (cc) arileu Aging Divorce Choice Career Demographics FUTURELAB
  • 10. Are you really taking their needs seriously? Influence on retail Store format – Merchandise selection – Staff behaviour & know how - … (cc) augapfel© Galina Barskaya (c)Getty Images Ageing Immigration Non-traditional households FUTURELAB
  • 11. Catering to a specific age group Remarkable practice FUTURELAB
  • 12. Catering to different cultural values Remarkable practice Korea: Lavendel Halal, Rice-based Skincare Metropolitan restaurants Halal food at McDonald’s FUTURELAB
  • 13. Catering to singles Remarkable practice Slunch Factory (Korea) Single household lunch box Supermarket dating Help singles meet FUTURELAB
  • 14. (cc)nggalai Key shopper trends and how they affect retail • Demographics • Technology • Mindset FUTURELAB
  • 15. 98.1 90 80.5 64 35.9 3.7 16-24 25-34 35-44 45-54 55-64 65-74 Internet access by age group Lithuania, Q1-2012 The internet ―has‖ changed the way we buy Digital Reality Source: Statistics Lithuania, August 2012 Holidays Cars Books What isn’t in Lithuania today, will come. Insurances FUTURELAB
  • 16. In-store smartphone usage per category US, 2013 Mobile ―is‖ part of the shopping experience Digital Reality Source: Google Shopper Marketing Council, August 2013 ―On an average day, more than 100,000 unique customers access Nordstrom on a mobile device, with nearly twice that amount during the holidays,‖ In 2012, sales from a mobile device accounted for over 20%—more than $260 million—of the company’s total direct (digital) sales. Compared to less than 4% in 2010.‖ Source: Internet retailer, February 2013 FUTURELAB
  • 17. 36 43 53 60 Lithuania 2011 Lithuania 2012 Denmark UK Sources: The Baltic Course, May 2013 - OECD, 2012 Ecommerce is part of life for every retailer Digital Reality % of population purchasing online 42% of UK electronic goods buyers will look at products in store before buying online from a different retailer. Source: The Consumer Decision Journey, Microsoft, 2013 Image:(cc)CliveDarra FUTURELAB
  • 18. Digital Transparency Rules Digital Reality Quality Price Coming soon to Europe: FUTURELAB
  • 19. Are you ready for the omnichannel reality? Influence on retail International competitionAlways on transparency Showrooming Image: (cc) Clive Darra FUTURELAB
  • 20. Make shopping easy Remarkable practices Panty Subscription Service (CA) Fastest delivery From store to house in minutes (UK) … FUTURELAB
  • 21. Is it a store or a showroom? Remarkable practices Apple stores John Lewis Exeter About 60% of our customers buy both online and in shops so the approach is to make it absolutely seamless for them to move from one to the other. FUTURELAB
  • 23. An unusual approach Remarkable practices Brisbane, Australia, 2013 FUTURELAB
  • 24. (cc)nggalai Key shopper trends and how they affect retail • Demographics • Technology • Mindset FUTURELAB
  • 25. Scarcity Mindset Time Money Decreasing disposable income More planned buying Growth in private label Shrinking share of wallet for everyone Life gets busier Time scarcity = more efficient shopping Desire for work-life balance = shopping is a chore Desire for one-stop service & product shopping FUTURELAB
  • 26. Indulgence Mindset Entertain meMake it beautiful (Design matters) FUTURELAB
  • 27. Conscience (& scepticism) Mindset Health World 84% percent of millenials (18-32 yrs) in Europe, Asia and US believe it is their generation’s duty to change the world Health and wellness is becoming a priority but consumers find it difficult to decode product labeling and nutritional claims. The cat is out of the bag Out of 5,296 products, 95% made at least one false claim Source: Terrachoice, 2012 Source: Bord Bia’s 2010 Periscope study Source: The Guardian, April 2013 FUTURELAB
  • 28. Are you ready for changing consumer mindset? Influence on retail Health and environmentEfficiency with time & money Design and entertainment Image: (cc) PhotoAtelier Image: (c) Mike Powell FUTURELAB
  • 29. 19/03/2014 29. Tesco Homeplus Korea (by now a ―classic‖) Remarkable practices FUTURELAB
  • 30. Disarming detractors No one can do this on his own Brand Utility Examples GS 25 Virtual fridge FUTURELAB Korean supermarket let’s consumers store 2-for-1 promotions in a ―virtual refrigorator‖
  • 31. Italian food shopping … redefined Remarkable practices FUTURELAB
  • 32. Disarming detractors No one can do this on his own Remarkable practices It doesn’t have to be so elaborate HEB Supermarkets (Texs) 11% growth in men’s care products within 1 year FUTURELAB
  • 33. Disarming detractors No one can do this on his own Remarkable practices Just be honest FUTURELAB
  • 34. PART ONE Key shopper trends and how they affect retail PART TWO How to prepare for the changing retail reality. PART THREE A few words on payment FUTURELAB
  • 35. 19/03/2014(cc) Andreas Kollmorgen Preparing for the changing retail reality • Secure the basics • Offer complete and relevant experiences • Focus technology on the customer FUTURELAB
  • 36. Disarming detractors No one can do this on his own Secure the basics Yesterday, mistakes could be forgiven … no more. FUTURELAB
  • 37. Disarming detractors No one can do this on his own Secure the basics Digital Basics Fast website Easy shopping Mobile availability Online security Quality home delivery Variety in payment options Social integration … FUTURELAB
  • 38. Disarming detractors No one can do this on his own Secure the basics Retail basics Opening hours - Retail standards Staffing - Merchandise availability - Store design (cc)JasonRosenberg FUTURELAB
  • 39. Secure the basics Tactically responding to customer queries What is the % of helpdesk questions that “never get answered” (Insites Consulting, 2010 – n=500 senior marketers in Benelux, France, Germany, UK) 11-28%depending on the channel FUTURELAB
  • 40. Disarming detractors No one can do this on his own Secure the basics Structurally acting on customer feedback 90% Collect Customer Feedback Alert Staff to Findings 50% Make decisions using insights 30% Deploy improve 10% Inform customers of change 5% Source:BupaInternational,2009 DEBATE WHERE IS YOUR BUSINESS? FUTURELAB
  • 41. Remarkable practice: Applying common sense to basics can take you far Metro Bank There’s more Leave the bank with your card Have a coffee next door if you need to wait (with alerts) Friendly & smiling recruitment policy FUTURELAB
  • 42. Disarming detractors No one can do this on his own Remarkable practice: Applying common sense to basics can take you far Own experiences Minimum Standards Brilliant Basics FUTURELAB
  • 43. 19/03/2014(cc) Andreas Kollmorgen Preparing for the changing retail reality • Secure the basics • Offer complete and relevant experiences • Focus technology on the customer FUTURELAB
  • 44. Complete & relevant experiences To avoid misunderstandings “Let’s spread love & hug” “Let’s be like Disneyland”“Let’s go WOOOOOWW!!” When I talk about experiences I’m not talking about. FUTURELAB
  • 45. Complete & relevant experiences To avoid misunderstandings I am talking about “really connecting” with your customers FUTURELAB
  • 46. The biggest CX challenge Most companies wear blinders on customer experience FUTURELAB (cc) Emilio Labrador
  • 47. 47 Travel company Which are the customer steps when going on a holiday FUTURELAB 1. I dream of going on holiday 2. I research my holiday 3. I plan my holiday 4. I select my holiday 5. I purchase my holiday 6. I receive travel documents & tickets 7. I anticipate departure 8. I prepare my trip 9. I travel to my destination 10. I discover my destination 11. I experience my destination 12. I record my memories 13. I share my experience 14. I travel back home 15. I share my memories
  • 48. 48 Ask yourself Which steps in the journey do travelco’s manage? FUTURELAB 1. I dream of going on holiday 2. I research my holiday 3. I plan my holiday 4. I select my holiday 5. I purchase my holiday 6. I receive travel documents & tickets 7. I anticipate departure 8. I prepare my trip 9. I travel to my destination 10. I discover my destination 11. I experience my destination 12. I record my memories 13. I share my experience 14. I travel back home 15. I share my memories
  • 49. 49. Remarkable practice CEE Mall: Different customers, different experiences Planning Departure Journey Arrival Decompression Exit Journey Remember Returns Shop BuyDwell The Shoppers Journey
  • 50. 19/03/2014 50. Deliver relevant experiences Three steps 1. Map your customer’s TRUE journey (think ―beyond‖ your store) 2. Identify key choice and loyalty drivers for each shopper archetype you target 3. Develop experiences which match these drivers at EVERY journey step FUTURELAB
  • 51. 19/03/2014(cc) Andreas Kollmorgen Preparing for the changing retail reality • Secure the basics • Offer complete and relevant experiences • Focus technology on the customer FUTURELAB
  • 52. Embrace technology Consider technology • To enhance the experience • To become more ―lean‖ • To challenge conventions FUTURELAB
  • 53. Embrace technology Look beyond the apps • Customer vs. Shopping cart analytics Customer contacts Support functions Management CEO Customer Reality Seamless Experience Single view of the customer FUTURELAB
  • 54. Embrace technology Look beyond the apps Customer vs. Shopping cart analytics Data Discovery Predictive modeling Customer Intelligence Voice of customer Voice of business Voice of employee Voice of market FUTURELAB
  • 55. Different customers, different styles Selecting a handset Managing Services Simple enough but not too simple Tariffs Billing Remarkable practice Use technology to offer differentiated/relevant experiences FUTURELAB
  • 56. Remarkable thought Point of inspiration: Sharing Data? SVP Digital Business, L’Oréal Group “Brands and retailers need to let go of their antagonistic negotiation model and instead focus on working together to maximise retail floor sales and profit. Both stand to gain.” Experiment: Joint initiative L’Oréal-Carrefour make-up kiosk FUTURELAB
  • 57. PART ONE Key shopper trends and how they affect retail PART TWO How to prepare for the changing retail reality. PART THREE A few words on payment FUTURELAB
  • 58. A few words on payment I Thought Long and Hard (cc)BrianHillegas
  • 59. A few words on payment And it was tempting to go ―visionary‖ Disney electronic wristbandMobile (NFC) wallets Implants (Barcelona) FUTURELAB
  • 60. A few words on payment And it was tempting to go ―visionary‖ FUTURELAB Points on Kindle, tomorrow?? Alternative currency Pay with sweat More airmiles than dollars? 1/3 of coffees purchased It’s money Jim, but not as we know it
  • 61. A few words on payment But pragmatism rules Offer every payment option Lithuanian customers desire. Belgium 1. Credit card 2. Online bank transfer Germany 1. Invoice & pay afterwards (58%) 2. Credit Cards (34%) 3. Variety of others United Kingdom 1. Credit card (40%) 2. Debit card (35%) 3. Paypal (21%)ONLINE (cc)FrankBlais FUTURELAB
  • 62. Two questions to ask yourself How can I simplify? FUTURELAB
  • 63. Two questions to ask yourself Who owns the customer? ―other‖ locations ?? FUTURELAB
  • 64. PART ONE Key shopper trends and how they affect retail PART TWO How to prepare for the changing retail reality. PART THREE A few words on payment • Demographics • Technology • Mindset • Ensure the basics • Complete & relevant experiences • Focus technology on the customer • Offer what your customers seek • Always try to simplify • Make sure you keep owning your customers FUTURELAB