The document discusses trends in the retail industry post-financial crisis, including changing customer mindsets, new shopping formats like online and multi-channel shopping, and the challenges of differentiation and social media. Retailers must stay relevant to customers who value health, freshness, and sustainability. New shopping modes like online and multi-format stores are on the rise. Developing brands and creating value will require effective use of social media while managing reputational risks.
Think Retail - print's role in the retail market of todayCanon Belgium
Innovation in retail and print's role in the retail market of today
The evolution of retail
Consumer psychologies
Connected consumers
Innovation
Where’s the opportunity for print?
How can PSPs get started?
The Joy of Shopping polled 7,250 shoppers in seven
markets – China, India, Brazil, Russia, USA, UK and UAE – across age, income and region (both Tier 2 and 3 regions as well as major cities). The first quantitative global study of shopper mindstates.
Think Retail - print's role in the retail market of todayCanon Belgium
Innovation in retail and print's role in the retail market of today
The evolution of retail
Consumer psychologies
Connected consumers
Innovation
Where’s the opportunity for print?
How can PSPs get started?
The Joy of Shopping polled 7,250 shoppers in seven
markets – China, India, Brazil, Russia, USA, UK and UAE – across age, income and region (both Tier 2 and 3 regions as well as major cities). The first quantitative global study of shopper mindstates.
This report highlights the increasingly competitive nature
of the retail market, identifying changing consumer
behaviour as a key driver behind this. Consumers today
own much more ‘stuff’ than previous generations, making
it more difficult to persuade them to purchase additional
products. Consumers are also time-pressured, so convenience
and speed has taken priority.
All these factors, combined with supply side considerations - more intense focus on price, a deflationary retail environment and even greater choice - means retail growth will be much harder to achieve over the next ten years. For this reason, it is vital that retailers secure customer loyalty.
Understanding consumers’ behaviour, wants and needs is essential to build this loyalty. This isn’t just about knowing what customers want to buy, but truly understanding how and where they want to buy, their motivations and what they expect from their overall shopping experience.
This also means that retailers need to re-evaluate how to reach customers and reappraise traditional marketing techniques – many of which are still relevant, but are less impactful and influential in today’s environment. This deeper understanding will ultimately help retailers secure loyalty in the era of the unfaithful consumer.
The key is digitally retooling the store experience to deliver on consumers’ social shopping preferences and desire to feel valued across every touchpoint.
Digital retailing is capturing headlines and inspiring spirited debate as retailers plan how best to invest for future success. But beyond the headlines, physical stores remain the foundation of retailing, evidenced by the fact that 90 percent of all retail sales are transacted in stores and 95 percent of all retail sales are captured by retailers with a brick-and-mortar presence.
The American shopping mall is dead! Or so some would have you believe. Since 2010 two dozen US shopping malls have closed. In the Atlanta suburbs we have recently seen the closing of Shannon Mall which is now being converted into a movie studio. Other malls like Southlake, Greenbriar and Gwinnett Place malls are arguably struggling. A proliferation of news articles and opinion pieces emphatically state that the enclosed mall concept is a thing of the past. Many believe, and would have everyone else believe, that malls which aren’t yet dead soon will be. But before we place the final “RIP” placard on the mall, it might be worthwhile to consider some other factors. Malls don’t die because the idea of an enclosed shopping venue is unattractive and obsolete. They die because demographics shift, shopping habits change, mall owners face financial challenges, malls become overly saturated with the same stores and merchandise, or a better retail venue is built nearby.
Cooper Carry retail designers Angelo Carusi and Gar Muse take a serious look at the facts and figures to declare that the American Mall is not dead and is not dying.
This report marks the 20th year of identifying
the 250 largest retailers around the world and
analyzing their performance across geographies,
sectors, and channels.
Over the last 20 years we have seen a seismic shift
in retail and the customers that retailers serve.
Consider that in 1997, the inaugural year of this report,
today’s average Amazon Prime customer was just
16 years old, AOL was pioneering social media, and
handheld virtual pets were the hottest-selling toys.
Today, handheld (or wearable) digital devices are
ubiquitous and a younger, social customer has come of
age. We are living in an era where customers are in the
driver’s seat more than ever before and they are craving
authenticity, newness, convenience, and creativity. We
are living in the customer-driven economy.
The glorious summer of 2012 is over and we have all taken a collective deep breath and asked ‘so, what next?’
Post-Olympic blues, EuroZone crisis, technological convergence & EcoEthic shoppers among many other topics are weighing on our minds... but what on earth does it all mean?
In the next few slides we cut through the jumble of ideas and reveal what will really affect shoppers in the UK and Europe in the coming year and how we, as Shopper Marketers, can make the most of the future.
Read on and enjoy!
Retail Environment: US Retail Revolution
1. Retail Revolution Is Happening: Store Openings and Closures
2. All-Channel Universe Will Require Adaptation
Top 8 Global Retail Trends
1. Corporate Innovation Is the New R&D
2. Store as a Platform
3. Wellness as the New Luxury
4. Consumers Want to Be Part of a Community
5. Personalization and Customization
6. Resale Is Thriving While Retail Is Struggling
7. Demographics Suggest Opportunity in Plus-Size Apparel
8. Silver Economy: Aging Population Will Impact Retail
Global Powers of Retailing Deloitte 2018Oliver Grave
Global Powers of Retailing Top 250
The 21st annual Global Powers of Retailing identifies the 250 largest retailers around the world based on publicly available data for FY2016 (fiscal years ended through June 2017), and analyzes their performance across geographies and product sectors. It also provides a global economic outlook and looks at the 50 fastest-growing retailers and new entrants to the Top 250.
The top five largest retailers maintained their positions on the leader board. A combination of organic growth, acquisitions, and exchange rate volatility shuffled the rest of the Top 10—which now accounts for 30.7 percent of the overall Top 250’s retail revenue (compared to 30.4 percent last year).
Retailers of fast-moving consumer goods (FMCG) are by far, the largest companies (average retail revenue of nearly US$21.7 billion) as well as the most numerous (135 retailers accounting for 54 percent of all Top 250 companies and two-thirds of Top 250 revenue).
Transformative change, reinvigorated commerce
The rules of retailing are being rewritten in this time of transformative change. Innovation, collaboration, consolidation, integration, and automation will likely be required to reinvigorate commerce, profoundly impacting the way retailers do business now, and in the future. Across the retail industry, disruption of traditional business models has given way to unprecedented and transformative change—change required online and offline to better serve more demanding shoppers and redefining customer experience.
The four trends identified in the report are:
- Building top-notch digital capabilities
- Combining bricks and clicks makes up for lost time
- Creating unique and compelling in-store experiences
- Reinventing retail with the latest technologies
E-contest 2020 is a citywide competition hosted by YEC Club, attracted more than 300 participating teams. This season provides the theme of trade marketing.
After 3 rounds, our team of 3 members has to propose a trade marketing plan for developing Oreo's sale channels to gain more market share.
Looking forward to receiving your feedback.
The Retail Future State, It's ALL About Customer ExperienceMaria Ioia
As retail is moving more and more online, there is still a place for the bricks and mortar equivalent. The two channels need to be integrated seamlessly to succeed. This presentation demonstrates how that can be done through deeply understanding the market and by placing the Customer Experience at the centre.
Sales and marketing in a down market - How to sell value not price. This slide show focuses on selling the intrinsic value of niche and luxury brands rather than discounting.
This slideshare captures the lecture of Prof Tom Lopez, President of UsMak, and a marketing guru. Tells us about motivation, segmenting the market, and departing from the traditional SEC segmentation but on how the products are used, where, and who use this.
This report highlights the increasingly competitive nature
of the retail market, identifying changing consumer
behaviour as a key driver behind this. Consumers today
own much more ‘stuff’ than previous generations, making
it more difficult to persuade them to purchase additional
products. Consumers are also time-pressured, so convenience
and speed has taken priority.
All these factors, combined with supply side considerations - more intense focus on price, a deflationary retail environment and even greater choice - means retail growth will be much harder to achieve over the next ten years. For this reason, it is vital that retailers secure customer loyalty.
Understanding consumers’ behaviour, wants and needs is essential to build this loyalty. This isn’t just about knowing what customers want to buy, but truly understanding how and where they want to buy, their motivations and what they expect from their overall shopping experience.
This also means that retailers need to re-evaluate how to reach customers and reappraise traditional marketing techniques – many of which are still relevant, but are less impactful and influential in today’s environment. This deeper understanding will ultimately help retailers secure loyalty in the era of the unfaithful consumer.
The key is digitally retooling the store experience to deliver on consumers’ social shopping preferences and desire to feel valued across every touchpoint.
Digital retailing is capturing headlines and inspiring spirited debate as retailers plan how best to invest for future success. But beyond the headlines, physical stores remain the foundation of retailing, evidenced by the fact that 90 percent of all retail sales are transacted in stores and 95 percent of all retail sales are captured by retailers with a brick-and-mortar presence.
The American shopping mall is dead! Or so some would have you believe. Since 2010 two dozen US shopping malls have closed. In the Atlanta suburbs we have recently seen the closing of Shannon Mall which is now being converted into a movie studio. Other malls like Southlake, Greenbriar and Gwinnett Place malls are arguably struggling. A proliferation of news articles and opinion pieces emphatically state that the enclosed mall concept is a thing of the past. Many believe, and would have everyone else believe, that malls which aren’t yet dead soon will be. But before we place the final “RIP” placard on the mall, it might be worthwhile to consider some other factors. Malls don’t die because the idea of an enclosed shopping venue is unattractive and obsolete. They die because demographics shift, shopping habits change, mall owners face financial challenges, malls become overly saturated with the same stores and merchandise, or a better retail venue is built nearby.
Cooper Carry retail designers Angelo Carusi and Gar Muse take a serious look at the facts and figures to declare that the American Mall is not dead and is not dying.
This report marks the 20th year of identifying
the 250 largest retailers around the world and
analyzing their performance across geographies,
sectors, and channels.
Over the last 20 years we have seen a seismic shift
in retail and the customers that retailers serve.
Consider that in 1997, the inaugural year of this report,
today’s average Amazon Prime customer was just
16 years old, AOL was pioneering social media, and
handheld virtual pets were the hottest-selling toys.
Today, handheld (or wearable) digital devices are
ubiquitous and a younger, social customer has come of
age. We are living in an era where customers are in the
driver’s seat more than ever before and they are craving
authenticity, newness, convenience, and creativity. We
are living in the customer-driven economy.
The glorious summer of 2012 is over and we have all taken a collective deep breath and asked ‘so, what next?’
Post-Olympic blues, EuroZone crisis, technological convergence & EcoEthic shoppers among many other topics are weighing on our minds... but what on earth does it all mean?
In the next few slides we cut through the jumble of ideas and reveal what will really affect shoppers in the UK and Europe in the coming year and how we, as Shopper Marketers, can make the most of the future.
Read on and enjoy!
Retail Environment: US Retail Revolution
1. Retail Revolution Is Happening: Store Openings and Closures
2. All-Channel Universe Will Require Adaptation
Top 8 Global Retail Trends
1. Corporate Innovation Is the New R&D
2. Store as a Platform
3. Wellness as the New Luxury
4. Consumers Want to Be Part of a Community
5. Personalization and Customization
6. Resale Is Thriving While Retail Is Struggling
7. Demographics Suggest Opportunity in Plus-Size Apparel
8. Silver Economy: Aging Population Will Impact Retail
Global Powers of Retailing Deloitte 2018Oliver Grave
Global Powers of Retailing Top 250
The 21st annual Global Powers of Retailing identifies the 250 largest retailers around the world based on publicly available data for FY2016 (fiscal years ended through June 2017), and analyzes their performance across geographies and product sectors. It also provides a global economic outlook and looks at the 50 fastest-growing retailers and new entrants to the Top 250.
The top five largest retailers maintained their positions on the leader board. A combination of organic growth, acquisitions, and exchange rate volatility shuffled the rest of the Top 10—which now accounts for 30.7 percent of the overall Top 250’s retail revenue (compared to 30.4 percent last year).
Retailers of fast-moving consumer goods (FMCG) are by far, the largest companies (average retail revenue of nearly US$21.7 billion) as well as the most numerous (135 retailers accounting for 54 percent of all Top 250 companies and two-thirds of Top 250 revenue).
Transformative change, reinvigorated commerce
The rules of retailing are being rewritten in this time of transformative change. Innovation, collaboration, consolidation, integration, and automation will likely be required to reinvigorate commerce, profoundly impacting the way retailers do business now, and in the future. Across the retail industry, disruption of traditional business models has given way to unprecedented and transformative change—change required online and offline to better serve more demanding shoppers and redefining customer experience.
The four trends identified in the report are:
- Building top-notch digital capabilities
- Combining bricks and clicks makes up for lost time
- Creating unique and compelling in-store experiences
- Reinventing retail with the latest technologies
E-contest 2020 is a citywide competition hosted by YEC Club, attracted more than 300 participating teams. This season provides the theme of trade marketing.
After 3 rounds, our team of 3 members has to propose a trade marketing plan for developing Oreo's sale channels to gain more market share.
Looking forward to receiving your feedback.
The Retail Future State, It's ALL About Customer ExperienceMaria Ioia
As retail is moving more and more online, there is still a place for the bricks and mortar equivalent. The two channels need to be integrated seamlessly to succeed. This presentation demonstrates how that can be done through deeply understanding the market and by placing the Customer Experience at the centre.
Sales and marketing in a down market - How to sell value not price. This slide show focuses on selling the intrinsic value of niche and luxury brands rather than discounting.
This slideshare captures the lecture of Prof Tom Lopez, President of UsMak, and a marketing guru. Tells us about motivation, segmenting the market, and departing from the traditional SEC segmentation but on how the products are used, where, and who use this.
Clive Woodger's conference about the Ultimate Retail Brand Experience. Organised by 3M Colombia. The main topics were: The Empowered Consumer, Retail Touchpoint's, Retail Transformations and Transformation Challenges.
This presentation expresses our view on the long term effects of the recession on consumer attitudes and behaviors, and introduces our concept of the M-Powered Era - the next generation of consumers.
Two Worlds Collide: Bringing the Category Captain Model to E-commerceMichael Stich
As consumers search for additional savings by expanding the kinds of products they buy online, both suppliers and retailers are rushing into E-commerce. This creates opportunities and challenges for both sides as they decide what to sell online, how to sell with distinction, how to work together…and how to measure success.
Bridge Worldwide will outline best practices in E-commerce today, focusing on the principles and strategies that lead to wins—and defining a new type of retailer/supplier collaboration for those
looking to sell directly to the consumer.
Evolution or Revolution of the Store & Store Associate Nikki Brain, Client So...TALiNT Partners
Evolution or Revolution of the Store & Store Associate
Nikki Brain, Client Solutions Director, Managed Services, & Ben Searls, Managing Director, Exsurgo
While change has always been a constant, the pace of change seems to have increased exponentially. This change permeates through all aspects of business as well; competition, marketing, social media, health care, even your employees. As a business owner or leader, you are challenged with keeping up with that change - perhaps even embracing it. The 2013 7x7x7 panel examines where change is happening, what it's impact will be on you and how you might take full advantage of that.
Presentation given at the Food & Beverage Conference in Athens, November 2008. Based on insights research done in Greece, we present 10 topics to (make you) think about, with a focus on customer centric marketing and innovation.
You can download this presentation over at www.slideshare.net/futurelab
I am available for speeches and presentations at your event.
Маркетинг и Брендинг в International Trade & Development SCG International
Маркетинговая стратегия и брендинг как инструменты увеличения стоимости товаров и адаптации на международных рынках. Увеличение прибыли через эффективности.
No name vs. Brаnd.
Latest trends in shopping centre branding, marketing and design SCG International
Clive Woodger's conference at EPICCA ( Encounter of the Shopping Centre professionals in Latin America ) about developing first choice destinations...covering: International Trends, the Empowered Consumer, Marketing Strategies and Delivering the Promise....
Through a teamwork approach, SCG International & IDNT create destination brands and design concepts that add value for all stakeholders by enhancing customer experience, building loyalty and achieving competitive advantage.
Our combined multidisciplinary resource provides a wealth of international expertise across different sectors & markets.
Check our websites for more projects:
www.scg.international
www.idnt.ua
Clive Woodger & Anna Poberezhna spoke @ workshop "Shopping Centre Challenges in Crisis Times – Factors for Success"
Kyiv, June 2015.
Organised by Ukrainian Building Community, SCG International and DTZ Ukraine.
Achieving a Successful Homing Offer Challenges & Trends.International Snapshot.SCG International
DIY, HOUSEHOLD & FURNITURE RETAIL RUSSIA.
The annual conference organised by B2B Conference Group.
International Summit of industry products for home and garden repair.
Trends and challenges. International outlook.
Presentation by Clive Woodger, SCG International founder.
Moscow, Russia.
May 2015.
City Development The Influence of Architecture Art of Place Branding. SCG International
Lecture by Clive Woodger about the Architecture and Branding Trends in Urban Planning.
Achieving successful destination brands for living, work, rest & play.
Organised by Ukrainian Steel Construction Center.
Kyiv, May 2015.
Meeting the Challenges of the Empowered Consumers. Creating Successful First ...SCG International
Meeting the challenges of the empowered consumer.
Creating successful first choice destination brands.
Expert presentation illustrates the most problematic issues of the field and their practical solutions.
Clive Woodger at I Summit for Shopping and Entertainment Centers Owners and Managers: in a search of breakthrough idea, Ukrainian Real Estate Club.
Kyiv, May 2015.
Branding Challenges & Opportunities, Turkey food & drink initiative by TBCCISCG International
What are the Branding Challenges & Opportunities. Presentation @ the Turkey Food & Drinks Initiative by the Turkish British Chamber of Commerce and Industry (TBCCI), hosted by UBS in London. What are the issues & trends relating to country of origin branding, the competitive environment, impact of globalisation and the current situation regarding branding of Turkish food and drink products in the UK. April 9, 2015 by Anne Bacon
Презентация "Искусство создания среды обитания". Создание пространства, в котором людям приятно находиться. Успешный брендинг пространств для проживания, работы и досуга.
The presentation from the annual conference Marketing in Real Estate Dynamic Marketing 2015: “From development to management” organized by PROESTATE, “The Russian Guild of Property Managers and Developers”. The conference was aimed at top-managers of marketing departments, PR specialists, sales managers, working in the sphere of development and real estate (residential, commercial, suburban).The event took place on 27-28 November at the Art-Centre Exposed.
Creating Places Where People Want To Be - Achieving Successful Destination B...SCG International
The presentation for visiting Russian real estate professionals takes a wide ranging view of the issues involved with developing successful Place Branding.
An introduction to London as a place brand from a historical and planning perspective is followed by some examples of the current branding, marketing and design approach of developers in London and together with the branding of districts.
Latest office and workplace design trends are reviewed to give context to recent Moscow case study examples together with an HSBC international initiative which aimed at creating effectively branded environments to engage and motivate the users.
Shopping centres, as destination brands, increasingly rely on social media as a key marketing strategy and must ensure they can deliver a wide range of visit experiences. Examples of latest UK and Moscow centres are provided.
The concluding section refers directly to the challenges in the Russian market in creating new residential communities.
The example of Rublevo-Arkhangelskoe is reviewed to demonstrate some key principles in defining and creating an effectively differentiated place branding communications strategy and concept.
Implicitly or explicitly all competing businesses employ a strategy to select a mix
of marketing resources. Formulating such competitive strategies fundamentally
involves recognizing relationships between elements of the marketing mix (e.g.,
price and product quality), as well as assessing competitive and market conditions
(i.e., industry structure in the language of economics).
In the Adani-Hindenburg case, what is SEBI investigating.pptxAdani case
Adani SEBI investigation revealed that the latter had sought information from five foreign jurisdictions concerning the holdings of the firm’s foreign portfolio investors (FPIs) in relation to the alleged violations of the MPS Regulations. Nevertheless, the economic interest of the twelve FPIs based in tax haven jurisdictions still needs to be determined. The Adani Group firms classed these FPIs as public shareholders. According to Hindenburg, FPIs were used to get around regulatory standards.
Putting the SPARK into Virtual Training.pptxCynthia Clay
This 60-minute webinar, sponsored by Adobe, was delivered for the Training Mag Network. It explored the five elements of SPARK: Storytelling, Purpose, Action, Relationships, and Kudos. Knowing how to tell a well-structured story is key to building long-term memory. Stating a clear purpose that doesn't take away from the discovery learning process is critical. Ensuring that people move from theory to practical application is imperative. Creating strong social learning is the key to commitment and engagement. Validating and affirming participants' comments is the way to create a positive learning environment.
Discover the innovative and creative projects that highlight my journey throu...dylandmeas
Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
Top mailing list providers in the USA.pptxJeremyPeirce1
Discover the top mailing list providers in the USA, offering targeted lists, segmentation, and analytics to optimize your marketing campaigns and drive engagement.
Building Your Employer Brand with Social MediaLuanWise
Presented at The Global HR Summit, 6th June 2024
In this keynote, Luan Wise will provide invaluable insights to elevate your employer brand on social media platforms including LinkedIn, Facebook, Instagram, X (formerly Twitter) and TikTok. You'll learn how compelling content can authentically showcase your company culture, values, and employee experiences to support your talent acquisition and retention objectives. Additionally, you'll understand the power of employee advocacy to amplify reach and engagement – helping to position your organization as an employer of choice in today's competitive talent landscape.
Digital Transformation and IT Strategy Toolkit and TemplatesAurelien Domont, MBA
This Digital Transformation and IT Strategy Toolkit was created by ex-McKinsey, Deloitte and BCG Management Consultants, after more than 5,000 hours of work. It is considered the world's best & most comprehensive Digital Transformation and IT Strategy Toolkit. It includes all the Frameworks, Best Practices & Templates required to successfully undertake the Digital Transformation of your organization and define a robust IT Strategy.
Editable Toolkit to help you reuse our content: 700 Powerpoint slides | 35 Excel sheets | 84 minutes of Video training
This PowerPoint presentation is only a small preview of our Toolkits. For more details, visit www.domontconsulting.com
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3. Strategic Consulting Group International Strategic branding and design consultancy. 13 years … 60+ Russian managements We work in the retail, financial, real estate sectors by creating
9. Shared Norms for the New Reality “ we live in a world that is becoming increasingly complex and interconnected but also experiencing an erosion of common values and principles”. DAVOS 2011 Opinion poll 2010 … global values for cooperation 40% chose honesty … integrity … transparency 24% chose others’ rights, dignity and views 20% chose the impact of actions on the wellbeing of others 17% chose the preservation of the environment Universal Values?
10.
11. Food Trends Value “ Constrained consumers” More for Less pragmatic .. careful… planned shopping Price led but value driven Quality … Choice … Experience … environment / service / process The best quality at the best price A good ‘deal’ … every time you shop
12. Food Trends Health … nutrition food / pharmacy realistic claims – growth of ‘proven’ products
14. Food Trends Home Dining … indulgence at home / new products for creative home cooking ‘ eating out at home’ Premium ranges – gourmet and restaurant dishes Budget – cooking from scratch ‘ Ingredient foods’ – less pre-made / packaged Tesco launches City Kitchen range
15.
16. Food Trends Fresh Back to basics – Fruit & Vegetables Less packaged / processed food Smoothies / packaged fruit snacks
22. Shopping Centres Trends …. Food Experiences & Services Crisis exposed weak developer strategies In UK 60% of centres in trouble, only super regional will survive? What lessons for Russia?
23. Shopping Centres “ the city centre at your doorstep” Kaleidoscope Tushino, Moscow
29. Online “ total convenience … to your door” According to sales data collected through the UK’s leading website MyVoucherCodes.co.uk, Tesco enjoys the majority share of online grocery shoppers, with 41% of supermarket sales through Tesco.com, compared to 27% via Asda.co.uk
30. Online “ total convenience … to your door … to your store”
31. 2010 HIGHLIGHTS Gross sales 2010: £551m Average order value: £112 EBITDA: £16m Still loss-making after 10 years Market cap: £1.13b 2010 HIGHLIGHTS Owned by amazon.com Only ships non-persihable, household goods and office supplies Sales $10m OCADO = New webvan.com … Amazon … What is the difference? 2000 2001 2004 2006 2007 2010 Founded, first distribution agreement with Waitrose Deliveries began First automated conveyor warehouse 50’000 orders delivered in a week EBITDA positive for first time 100’000 orders delivered in a week 2011 IPO, valued at £1bn Trades above IPO price for first time 1997 1999 2000 2001 Founded, $50m of seed capital raised Deliveries began $40m in annual sales, average order value $81 Bankruptcy $800m in accumulated losses IPO valued at $600m
32. Customers will shop through various platforms and formats – supermarkets, convenience stores, farmer’s markets or online. Tomorrow’s sector winners can’t ignore - customers will demand the best possible experience. We b grocery sales will increase to 9.5 billion pounds ($15 billion) by 2015, from 4.8 billion pounds this year. More 18-to-34 year-old shoppers are moving online and wider delivery coverage means sales have the potential to grow “significantly.” The Internet will account for 5.2 percent of total grocery spending in five years, up from 3.2 percent now. (IGD). In 2010 total retail spending was up 1%, online retail spending up 15%. CONVENIENCE + VALUE will fuel the online food sales. OCADO = New webvan.com ? What is the difference? The difference is structural shifts in the society and higher acceptance of online shopping
33. Multi Channel “ How to grow your business in a low / no growth industry” City … Supermarket … Convenience … Hypermarket … Online … now towns!
34.
35. Brand Experience CUSTOMER EXPERIENCE BRAND REPUTATION word of mouth, sms… advertising, direct marketing web site, social media, twitter, facebook promotional publicity posters, street signs … collateral … bags, cards, leaflets assurance, memories reminders, triggers, after service … customer journey… anticipation … moments of truth first vistas, approach, process, layout, environment, products, staff, facilities, exit experience … Managing the Process – Physical … Human … Technical coordination … consistency … control … Brand Touchpoints Awareness Promise Customer Journey Visit Afterglow Satisfaction
40. Marketing and Communicating ‘added value’ Using media, activities and events to reinforce tangible and emotional attributes … head and heart triggers.
41.
42. Differentiation - Marketing Social Media Challenge ‘ Awareness’ ATL Individual needs ‘triggers’ action BTL ‘ Database Knowledge’ Target customer groups information / aspirations Customer Price comparison sites Social media Opinions Shared experiences
49. There is no such thing as loyalty … you are as good as your last transaction / customer experience Challenge - loyalty programmes not just cards Transparent mutual deal - we really reward you - we learn about you - we can serve you better. It has to be relevant, clearly worthwhile, proactive. Role Model - Tesco ... Increased investment ... Key factor in success … Differentiation - Marketing Customer loyalty – wishful thinking? Hard to ensure loyalty of a fickle, frugal customer! Retailer or Partner card?
50.
51.
52. Differentiation - Marketing & PR Creating awareness … desire .. reputation Image development Marketing – promises … promotions ... events ‘ what you say about yourselves and offers’ … billboards, T.V., radio, themed promotions / activities … Reputation development Public Relations – corporate relationships, events, messages / crisis management .. . … Image and reputation ‘is what people say about you’ Marketing and P.R. activities and audiences are now symbiotic – social media merges B2B and B2C communication Traditional Today
55. Social Media Challenge Customer Connectivity not what retailers say … customers listen to each other ... iPhones, wifi, … food forums etc “… there are 59.7m internet users in Russia, 42.8% population” (June 2010) 61.9m people will use the internet in Russia by 2013” eMarketer “ Russians are the heaviest social networkers worldwide in terms of time spent per user” eMarketer
56. Internet Transparency Software Technology who is targeting who? Software technology can track and interface with customers through loyalty cards, touch screens and phone apps … But, …. consumers can use technology to create instant damage or enhancement to your brand – cut and paste communities – Facebook, fanclubs, Tweeters, YouTube http://www.adturds.co.uk/tag/sainsburys Brand demolition! Social Media Challenge
57. Customer dialogue – ‘the good’ Sainsbury Twitter … ‘almost’ real time response to ideas and complaints. Waitrose Forum 3500 people viewed single chat about a food recipe. 24x7 customer service. Social Media Challenge Not just advertising!
58. Managing reputations - ‘the bad’ 556,308 fans … “ 4000 chavs a year die from tesco cheap booze. Every little helps” Tesco had to pull the plug on an unofficial Facebook group of 2000+ called 'Tesco employees could rule the world’ where staff abused their customers. Social Media Challenge
59. Aldi USA Aldi “hate” sites … Live Aldi Twitter 1,614 followers in Germany 4,615 Australia Social Media Challenge
60. Russia Social Media Challenge Twitter – 3,514 followers 'enjoy the taste of our new cereal' Facebook - Russian winter campaign, 3,295 people like this Perekrestok now have active Twitter and Facebook pages.
61. Black PR – Instant ‘cut and paste’ Social Media Challenge
62. CUSTOMER EXPERIENCE BRAND REPUTATION word of mouth, sms… advertising, direct marketing web site, social media, twitter, facebook promotional publicity posters, street signs … collateral … bags, cards, leaflets assurance, memories reminders, triggers, after service … customer journey… anticipation … moments of truth first vistas, approach, process, layout, environment, products, staff, facilities, exit experience … Managing the Process – Physical … Human … Technical coordination … consistency … control … Brand Touchpoints Creating Added Value … A chieving a first choice Brand Experience Awareness Promise Customer Journey Visit Afterglow Satisfaction
63. Creating Added Value … Achieving an effective management organisation operations real estate buyers IT communications human resources management procurement sales Brand experience – for customers and employees Departmental activities / functions marketing logistics finance Marketing Department collaboration? Teamwork = Synergy Store Workplaces Service Internet