SlideShare a Scribd company logo
1 of 27
Matt Holt
Director, Digital Strategy at OgilvyOne
@MattSocial
Greater Expectations:
Engaging the new retail consumer
Consumers needs aren’t changing.
Consumer expectations are
Disney’s magic brand
brings the new retail
experience to life
Disney’s Magic Band
Consumer expectations have increased in two major
areas
Customer Experience
The physical and digital blur
Continuous Commerce
Commerce commerce everywhere
The physical and digital blur
What consumers expect
Consumers expect ease, simplicity and seamlessness between
the digital and physical worlds. The the barrier between ‘offline’
and ‘online’ is increasingly blurred, and consumers seek a
frictionless experience between touch points.
Even in 2011, we had Adidas’
virtual footwear wall
M&S Endless Aisle
And we saw a virtual shop from
Homeplus in South Korea
35% of UK
consumers
have used Click
and Collect this
year
Physical stores convey
brand identity and
become ‘labs’ to study
consumer behaviour and
solicit feedback
Brands like Warby Parker are
leveraging the digital and physical
to make the customer experience
easy, consistent, and seamless. It’s
a brand differentiator.
Brands such as Everlane are leveraging digital tools
to enrich the real world customer experience
What is the implication for brands?
Every time we consider a consumer’s buying experience in the
real world, we need to consider how digital and physical (and even
virtual) can combine to create a really powerful experience across
the customer journey.
This is no longer a ‘nice to have’ - consumers expect it and the
best experiences blur the lines.
2. Commerce, commerce everywhere
What consumers expect
Consumers expect a smooth segue from browsing to buying.
Social commerce platforms inspire brand consideration and
purchase intent, and brands need to be able to deliver in those
moments.
To say that consumers expect an easy experience doesn’t mean
that commerce can’t be social, emotional, or fun. Leading brands
are leveraging digital to deliver on rational & emotional needs.
The return of social commerce
“It’s impossible to write an article about social commerce without
referring to the much heralded false dawn that was Facebook
Commerce. That failed as it was just bolting a catalogue and a
store onto a social network and did not make the actual sales
process social. In other words, it was not ‘social commerce’.”
Gideon Lask, Former Head of
eCommerce HMV
Could ‘buy now’ on social
networks go the same
way?
Or does ‘endless browsing’
now have an end in sight…?
We know that ¾ of active pinners use
Pinterest to plan for the future
Fashion disrupter
Net-a-Porter
leads the industry with
its latest social
commerce app.
‘The Net Set’ combines
the ease & convenience
of digital with the
emotion and magic of
shopping in store.
It’s now so easy to purchase
Amazon Dash suggests that when it comes
to retail, sometimes ‘easy’ beats ‘brilliant’
Retailers will continue to innovate in the ‘delivery’ space
People want home
deliveries again
What is the implication for brands?
If technology makes purchase in the moment so easy, then we
need to make it easy as possible to help customers buy the brand.
Only by understanding the customer journey and their needs can
we construct relevant purchase triggers.
Buying moments aren’t limited to the conversion section of the
customer journey – you’ll find them if you look hard enough.
Closing thoughts
1.Rather than just marketing to customers we need to talk about
creating best in class consumer experiences for them. Customer-
led is the key to retail success
1.A lot of the technology is available right this moment, brands just
haven’t yet pieced it all together to create a coherent experience
1.The customer journey is no longer linear in nature-thanks in large
part to digital, the process has become lateral. It’s up to brands to
provide an experience that consistently delivers on customer
expectations at the relevant points of the customer journey
Matt Holt
Director, Digital Strategy at OgilvyOne
@MattSocial
Greater Expectations:
Engaging the new retail consumer

More Related Content

What's hot

10 Quotes About the Future of E-commerce
10 Quotes About the Future of E-commerce10 Quotes About the Future of E-commerce
10 Quotes About the Future of E-commerce
Rejoiner
 

What's hot (20)

Tutorial on the McKinsey/Harvard "Customer Decision Journey" by John Sing
Tutorial on the McKinsey/Harvard "Customer Decision Journey" by John SingTutorial on the McKinsey/Harvard "Customer Decision Journey" by John Sing
Tutorial on the McKinsey/Harvard "Customer Decision Journey" by John Sing
 
7 minute social media marketing audit
7 minute social media marketing audit7 minute social media marketing audit
7 minute social media marketing audit
 
Creating a memorable brand experience
Creating a memorable brand experienceCreating a memorable brand experience
Creating a memorable brand experience
 
Conversational Commerce 2.0: When AI and Chatbots Meet Experience Design
Conversational Commerce 2.0: When AI and Chatbots Meet Experience DesignConversational Commerce 2.0: When AI and Chatbots Meet Experience Design
Conversational Commerce 2.0: When AI and Chatbots Meet Experience Design
 
10 Things Your Customers Wish You Knew About Them
10 Things Your Customers Wish You Knew About Them10 Things Your Customers Wish You Knew About Them
10 Things Your Customers Wish You Knew About Them
 
The Buying Acceleration and Incentive Tool (B.A.I.T.)
The Buying Acceleration and Incentive Tool (B.A.I.T.)The Buying Acceleration and Incentive Tool (B.A.I.T.)
The Buying Acceleration and Incentive Tool (B.A.I.T.)
 
Zero to traction
Zero to tractionZero to traction
Zero to traction
 
Experience Driven eCommerce - Rise To The Occasion
Experience Driven eCommerce - Rise To The OccasionExperience Driven eCommerce - Rise To The Occasion
Experience Driven eCommerce - Rise To The Occasion
 
2017 ecommerce design trends
2017 ecommerce design trends2017 ecommerce design trends
2017 ecommerce design trends
 
10 Quotes About the Future of E-commerce
10 Quotes About the Future of E-commerce10 Quotes About the Future of E-commerce
10 Quotes About the Future of E-commerce
 
Brands That Do: Building Enterprise Business
Brands That Do: Building Enterprise BusinessBrands That Do: Building Enterprise Business
Brands That Do: Building Enterprise Business
 
Along the digital path to purchase 2015
Along the digital path to purchase 2015Along the digital path to purchase 2015
Along the digital path to purchase 2015
 
Future of insights. dina mehta. april 3, 2012 india social summit
Future of insights. dina mehta. april 3, 2012 india social summitFuture of insights. dina mehta. april 3, 2012 india social summit
Future of insights. dina mehta. april 3, 2012 india social summit
 
Webinar: Mining Customer Insights: How to Uncover Opportunities from Shopper ...
Webinar: Mining Customer Insights: How to Uncover Opportunities from Shopper ...Webinar: Mining Customer Insights: How to Uncover Opportunities from Shopper ...
Webinar: Mining Customer Insights: How to Uncover Opportunities from Shopper ...
 
Innovate Or Die
Innovate Or DieInnovate Or Die
Innovate Or Die
 
Listening through Customer Insights
Listening through Customer InsightsListening through Customer Insights
Listening through Customer Insights
 
The death of email has been greatly exaggerated
The death of email has been greatly exaggeratedThe death of email has been greatly exaggerated
The death of email has been greatly exaggerated
 
Digital in Retail - Burwood Council - Social Media - Jo-Jo Burke
Digital in Retail - Burwood Council - Social Media - Jo-Jo BurkeDigital in Retail - Burwood Council - Social Media - Jo-Jo Burke
Digital in Retail - Burwood Council - Social Media - Jo-Jo Burke
 
8 tips to achieve email marketing greatness
8 tips to achieve email marketing greatness8 tips to achieve email marketing greatness
8 tips to achieve email marketing greatness
 
Surf Your Way To Success in E-Commerce
Surf Your Way To Success in E-Commerce Surf Your Way To Success in E-Commerce
Surf Your Way To Success in E-Commerce
 

Viewers also liked

Viewers also liked (20)

Ethics and Firm Steak Holder
Ethics and Firm Steak Holder Ethics and Firm Steak Holder
Ethics and Firm Steak Holder
 
7 Myths When Answering Tough Questions During Presentations
7 Myths When Answering Tough Questions During Presentations7 Myths When Answering Tough Questions During Presentations
7 Myths When Answering Tough Questions During Presentations
 
Unit 1 introduction to business organisation
Unit 1 introduction to business organisationUnit 1 introduction to business organisation
Unit 1 introduction to business organisation
 
Best Practices for Pitching to Judges - Startup Weekend Doha 2016
Best Practices for Pitching to Judges -  Startup Weekend Doha 2016Best Practices for Pitching to Judges -  Startup Weekend Doha 2016
Best Practices for Pitching to Judges - Startup Weekend Doha 2016
 
PR Ethics
PR EthicsPR Ethics
PR Ethics
 
10 Tips for Connecting with Your Audience
10 Tips for Connecting with Your Audience10 Tips for Connecting with Your Audience
10 Tips for Connecting with Your Audience
 
How to Motivate and Empower Globally-Competitive Teams of Content Professionals
How to Motivate and Empower Globally-Competitive Teams of Content ProfessionalsHow to Motivate and Empower Globally-Competitive Teams of Content Professionals
How to Motivate and Empower Globally-Competitive Teams of Content Professionals
 
21 Tips for Creating a Boring Presentation
21 Tips for Creating a Boring Presentation21 Tips for Creating a Boring Presentation
21 Tips for Creating a Boring Presentation
 
32 Ways a Digital Marketing Consultant Can Help Grow Your Business
32 Ways a Digital Marketing Consultant Can Help Grow Your Business32 Ways a Digital Marketing Consultant Can Help Grow Your Business
32 Ways a Digital Marketing Consultant Can Help Grow Your Business
 
The Storyteller's Secret: 3 Keys to Mastering Storytelling to Win Hearts and ...
The Storyteller's Secret: 3 Keys to Mastering Storytelling to Win Hearts and ...The Storyteller's Secret: 3 Keys to Mastering Storytelling to Win Hearts and ...
The Storyteller's Secret: 3 Keys to Mastering Storytelling to Win Hearts and ...
 
Big Content Inspiration For Your Small Business
Big Content Inspiration For Your Small BusinessBig Content Inspiration For Your Small Business
Big Content Inspiration For Your Small Business
 
Tell a Story! [Be the Batman]
Tell a Story! [Be the Batman]Tell a Story! [Be the Batman]
Tell a Story! [Be the Batman]
 
Cognitive Content Marketing: The Path to a More (Artificially) Intelligent Fu...
Cognitive Content Marketing: The Path to a More (Artificially) Intelligent Fu...Cognitive Content Marketing: The Path to a More (Artificially) Intelligent Fu...
Cognitive Content Marketing: The Path to a More (Artificially) Intelligent Fu...
 
How To Sell Content Marketing To Executives
How To Sell Content Marketing To ExecutivesHow To Sell Content Marketing To Executives
How To Sell Content Marketing To Executives
 
75 [More] Content Marketing Examples
75 [More] Content Marketing Examples75 [More] Content Marketing Examples
75 [More] Content Marketing Examples
 
Technology Content Marketing 2017 - Benchmarks, Budgets & Trends - North America
Technology Content Marketing 2017 - Benchmarks, Budgets & Trends - North AmericaTechnology Content Marketing 2017 - Benchmarks, Budgets & Trends - North America
Technology Content Marketing 2017 - Benchmarks, Budgets & Trends - North America
 
How to Build a Data-driven Social Media Marketing Strategy
How to Build a Data-driven Social Media Marketing StrategyHow to Build a Data-driven Social Media Marketing Strategy
How to Build a Data-driven Social Media Marketing Strategy
 
Social Media Marketing Trends 2017 by Socialbakers
Social Media Marketing Trends 2017 by SocialbakersSocial Media Marketing Trends 2017 by Socialbakers
Social Media Marketing Trends 2017 by Socialbakers
 
2017 Social Media & Content Marketing Predictions from 70 Marketing Leaders
2017 Social Media & Content Marketing Predictions from 70 Marketing Leaders 2017 Social Media & Content Marketing Predictions from 70 Marketing Leaders
2017 Social Media & Content Marketing Predictions from 70 Marketing Leaders
 
Content Marketing in the UK 2017: Budgets, Benchmarks and Trends
Content Marketing in the UK 2017: Budgets, Benchmarks and TrendsContent Marketing in the UK 2017: Budgets, Benchmarks and Trends
Content Marketing in the UK 2017: Budgets, Benchmarks and Trends
 

Similar to Future of Retail and Consumer by Matt Holt, OgilvyOne

ikano_whitepaper_dynamicengagement
ikano_whitepaper_dynamicengagementikano_whitepaper_dynamicengagement
ikano_whitepaper_dynamicengagement
Barry Smith
 
Networkone_Shopper Marketing_2015
Networkone_Shopper Marketing_2015Networkone_Shopper Marketing_2015
Networkone_Shopper Marketing_2015
cdonnelly59
 
Gdr retail week - innovation report retail 2020
Gdr   retail week - innovation report retail 2020Gdr   retail week - innovation report retail 2020
Gdr retail week - innovation report retail 2020
retailweeklive
 
Gdr retail week - innovation report retail 2020
Gdr   retail week - innovation report retail 2020Gdr   retail week - innovation report retail 2020
Gdr retail week - innovation report retail 2020
retailweeklive
 
Changing Landscape of e-commerce
Changing Landscape of e-commerceChanging Landscape of e-commerce
Changing Landscape of e-commerce
Greg Fink
 
The growth of eCommerce: does it impact brand strategy?
The growth of eCommerce: does it impact  brand strategy?The growth of eCommerce: does it impact  brand strategy?
The growth of eCommerce: does it impact brand strategy?
Nurun
 
Haygarth Future trends for retail
Haygarth Future trends for retailHaygarth Future trends for retail
Haygarth Future trends for retail
Alex Fennemore
 

Similar to Future of Retail and Consumer by Matt Holt, OgilvyOne (20)

Accenture-POV-06-Full-Report-Retail-Experience-Reimagined.pdf
Accenture-POV-06-Full-Report-Retail-Experience-Reimagined.pdfAccenture-POV-06-Full-Report-Retail-Experience-Reimagined.pdf
Accenture-POV-06-Full-Report-Retail-Experience-Reimagined.pdf
 
Digital First whitepaper - FINAL FINAL
Digital First whitepaper - FINAL FINALDigital First whitepaper - FINAL FINAL
Digital First whitepaper - FINAL FINAL
 
The Blended Customer Experience
The Blended Customer ExperienceThe Blended Customer Experience
The Blended Customer Experience
 
11 Trends in the Future of Retail According to Brian Solis
11 Trends in the Future of Retail According to Brian Solis11 Trends in the Future of Retail According to Brian Solis
11 Trends in the Future of Retail According to Brian Solis
 
How to Rock The Future of Retail – 2020
How to Rock The Future of Retail – 2020 How to Rock The Future of Retail – 2020
How to Rock The Future of Retail – 2020
 
ikano_whitepaper_dynamicengagement
ikano_whitepaper_dynamicengagementikano_whitepaper_dynamicengagement
ikano_whitepaper_dynamicengagement
 
Shaping seamless retail with unique Experience Signatures
Shaping seamless retail with unique Experience SignaturesShaping seamless retail with unique Experience Signatures
Shaping seamless retail with unique Experience Signatures
 
Evolution of luxury retailers in disruptive Omni-channel world
Evolution of luxury retailers in disruptive Omni-channel worldEvolution of luxury retailers in disruptive Omni-channel world
Evolution of luxury retailers in disruptive Omni-channel world
 
Networkone_Shopper Marketing_2015
Networkone_Shopper Marketing_2015Networkone_Shopper Marketing_2015
Networkone_Shopper Marketing_2015
 
Gdr retail week - innovation report retail 2020
Gdr   retail week - innovation report retail 2020Gdr   retail week - innovation report retail 2020
Gdr retail week - innovation report retail 2020
 
Gdr retail week - innovation report retail 2020
Gdr   retail week - innovation report retail 2020Gdr   retail week - innovation report retail 2020
Gdr retail week - innovation report retail 2020
 
Changing Landscape of e-commerce
Changing Landscape of e-commerceChanging Landscape of e-commerce
Changing Landscape of e-commerce
 
The growth of eCommerce: does it impact brand strategy?
The growth of eCommerce: does it impact  brand strategy?The growth of eCommerce: does it impact  brand strategy?
The growth of eCommerce: does it impact brand strategy?
 
Educating The Customer – Leading To Better Sales
Educating The Customer – Leading To Better SalesEducating The Customer – Leading To Better Sales
Educating The Customer – Leading To Better Sales
 
11 Trends That Will Shape Shopper Marketing In 2018
11 Trends That Will Shape Shopper Marketing In 201811 Trends That Will Shape Shopper Marketing In 2018
11 Trends That Will Shape Shopper Marketing In 2018
 
10 Digital Commerce Trends from the Fashion and Apparel, 2020 Report
10 Digital Commerce Trends from the Fashion and Apparel, 2020 Report10 Digital Commerce Trends from the Fashion and Apparel, 2020 Report
10 Digital Commerce Trends from the Fashion and Apparel, 2020 Report
 
Trends Shaping Digital Experience | Retail's Digital Summit 2016 | The Future...
Trends Shaping Digital Experience | Retail's Digital Summit 2016 | The Future...Trends Shaping Digital Experience | Retail's Digital Summit 2016 | The Future...
Trends Shaping Digital Experience | Retail's Digital Summit 2016 | The Future...
 
Retail's Big Show 2017 #nrf17
Retail's Big Show 2017  #nrf17Retail's Big Show 2017  #nrf17
Retail's Big Show 2017 #nrf17
 
Retail and Shopper marketing
Retail and Shopper marketingRetail and Shopper marketing
Retail and Shopper marketing
 
Haygarth Future trends for retail
Haygarth Future trends for retailHaygarth Future trends for retail
Haygarth Future trends for retail
 

More from Ogilvy Consulting

More from Ogilvy Consulting (20)

How to Win in Marketplaces
How to Win in MarketplacesHow to Win in Marketplaces
How to Win in Marketplaces
 
The Return to Growth in Turbulent Times
The Return to Growth in Turbulent TimesThe Return to Growth in Turbulent Times
The Return to Growth in Turbulent Times
 
Using Brand to Drive M&A Value
Using Brand to Drive M&A ValueUsing Brand to Drive M&A Value
Using Brand to Drive M&A Value
 
Influencing our New Reality
Influencing our New RealityInfluencing our New Reality
Influencing our New Reality
 
Nudgestock 2020 – Necessity is the Mother of Reinvention
Nudgestock 2020 – Necessity is the Mother of ReinventionNudgestock 2020 – Necessity is the Mother of Reinvention
Nudgestock 2020 – Necessity is the Mother of Reinvention
 
What's Next: How brands can capture value, mindset and experiences on their o...
What's Next: How brands can capture value, mindset and experiences on their o...What's Next: How brands can capture value, mindset and experiences on their o...
What's Next: How brands can capture value, mindset and experiences on their o...
 
What's Next: Celebrating Eid in a time of isolation
What's Next: Celebrating Eid in a time of isolationWhat's Next: Celebrating Eid in a time of isolation
What's Next: Celebrating Eid in a time of isolation
 
What's Next: Unlocking a powerful corporate culture in turbulent times and be...
What's Next: Unlocking a powerful corporate culture in turbulent times and be...What's Next: Unlocking a powerful corporate culture in turbulent times and be...
What's Next: Unlocking a powerful corporate culture in turbulent times and be...
 
What's Next: Now, Next & Beyond - Preparing people to return to the workplace
What's Next: Now, Next & Beyond - Preparing people to return to the workplaceWhat's Next: Now, Next & Beyond - Preparing people to return to the workplace
What's Next: Now, Next & Beyond - Preparing people to return to the workplace
 
What's Next: Rapidly adjusting your customer experience strategy for the "new...
What's Next: Rapidly adjusting your customer experience strategy for the "new...What's Next: Rapidly adjusting your customer experience strategy for the "new...
What's Next: Rapidly adjusting your customer experience strategy for the "new...
 
What's Next: Using technology to engage employees & build businesses
What's Next: Using technology to engage employees & build businessesWhat's Next: Using technology to engage employees & build businesses
What's Next: Using technology to engage employees & build businesses
 
What's Next: Health & Wellness - Disruption & Adapting for the Rebound
What's Next: Health & Wellness - Disruption & Adapting for the ReboundWhat's Next: Health & Wellness - Disruption & Adapting for the Rebound
What's Next: Health & Wellness - Disruption & Adapting for the Rebound
 
What's Next: Using technology to engage employees and build businesses
What's Next: Using technology to engage employees and build businessesWhat's Next: Using technology to engage employees and build businesses
What's Next: Using technology to engage employees and build businesses
 
What's Next: Steering Brands through COVID-19
What's Next: Steering Brands through COVID-19What's Next: Steering Brands through COVID-19
What's Next: Steering Brands through COVID-19
 
What's Next: The Next Frontier in Automotive Industry
What's Next: The Next Frontier in Automotive Industry What's Next: The Next Frontier in Automotive Industry
What's Next: The Next Frontier in Automotive Industry
 
What's Next: Social Commerce - from transaction to truly social
What's Next: Social Commerce - from transaction to truly socialWhat's Next: Social Commerce - from transaction to truly social
What's Next: Social Commerce - from transaction to truly social
 
What's Next: The Role of Brands in the Booming Original Content Business
What's Next: The Role of Brands in the Booming Original Content BusinessWhat's Next: The Role of Brands in the Booming Original Content Business
What's Next: The Role of Brands in the Booming Original Content Business
 
What's Next: Trends for 2020
What's Next: Trends for 2020What's Next: Trends for 2020
What's Next: Trends for 2020
 
What's Next: Social Media Trends 2020
What's Next: Social Media Trends 2020 What's Next: Social Media Trends 2020
What's Next: Social Media Trends 2020
 
What's Next: Michael Frohlich talks to us about the woes from a CEO during a ...
What's Next: Michael Frohlich talks to us about the woes from a CEO during a ...What's Next: Michael Frohlich talks to us about the woes from a CEO during a ...
What's Next: Michael Frohlich talks to us about the woes from a CEO during a ...
 

Recently uploaded

MARCOM Proposal for ACFC Vietnam May 2024
MARCOM Proposal for ACFC Vietnam May 2024MARCOM Proposal for ACFC Vietnam May 2024
MARCOM Proposal for ACFC Vietnam May 2024
William Do
 

Recently uploaded (8)

How AI Is Shaping Retail- Discover the future of retail
How AI Is Shaping Retail- Discover the future of retailHow AI Is Shaping Retail- Discover the future of retail
How AI Is Shaping Retail- Discover the future of retail
 
MARCOM Proposal for ACFC Vietnam May 2024
MARCOM Proposal for ACFC Vietnam May 2024MARCOM Proposal for ACFC Vietnam May 2024
MARCOM Proposal for ACFC Vietnam May 2024
 
CAS 5449-12-7 BMK Powder High quality seller
CAS 5449-12-7 BMK Powder High quality sellerCAS 5449-12-7 BMK Powder High quality seller
CAS 5449-12-7 BMK Powder High quality seller
 
Netherlands Holland Stock CAS 5449-12-7 BMK Glycidic
Netherlands Holland Stock CAS 5449-12-7 BMK GlycidicNetherlands Holland Stock CAS 5449-12-7 BMK Glycidic
Netherlands Holland Stock CAS 5449-12-7 BMK Glycidic
 
Steel door malappuram contact number and price list with catalogue
Steel door malappuram contact number and price list with catalogueSteel door malappuram contact number and price list with catalogue
Steel door malappuram contact number and price list with catalogue
 
Báo cáo EBI về thương mại điện tử 2024 ENG.pdf
Báo cáo EBI về thương mại điện tử 2024 ENG.pdfBáo cáo EBI về thương mại điện tử 2024 ENG.pdf
Báo cáo EBI về thương mại điện tử 2024 ENG.pdf
 
Jakub Krolikowski (Mirakl), Deja Horvat Zupanc (Big Bang).pdf
Jakub Krolikowski (Mirakl), Deja Horvat Zupanc (Big Bang).pdfJakub Krolikowski (Mirakl), Deja Horvat Zupanc (Big Bang).pdf
Jakub Krolikowski (Mirakl), Deja Horvat Zupanc (Big Bang).pdf
 
Supermarket Floral Ad Roundup- Week 20 2024.pdf
Supermarket Floral Ad Roundup- Week 20 2024.pdfSupermarket Floral Ad Roundup- Week 20 2024.pdf
Supermarket Floral Ad Roundup- Week 20 2024.pdf
 

Future of Retail and Consumer by Matt Holt, OgilvyOne

  • 1. Matt Holt Director, Digital Strategy at OgilvyOne @MattSocial Greater Expectations: Engaging the new retail consumer
  • 2. Consumers needs aren’t changing. Consumer expectations are
  • 3. Disney’s magic brand brings the new retail experience to life
  • 5. Consumer expectations have increased in two major areas Customer Experience The physical and digital blur Continuous Commerce Commerce commerce everywhere
  • 6. The physical and digital blur
  • 7. What consumers expect Consumers expect ease, simplicity and seamlessness between the digital and physical worlds. The the barrier between ‘offline’ and ‘online’ is increasingly blurred, and consumers seek a frictionless experience between touch points.
  • 8. Even in 2011, we had Adidas’ virtual footwear wall
  • 9. M&S Endless Aisle And we saw a virtual shop from Homeplus in South Korea
  • 10. 35% of UK consumers have used Click and Collect this year
  • 11. Physical stores convey brand identity and become ‘labs’ to study consumer behaviour and solicit feedback
  • 12. Brands like Warby Parker are leveraging the digital and physical to make the customer experience easy, consistent, and seamless. It’s a brand differentiator.
  • 13. Brands such as Everlane are leveraging digital tools to enrich the real world customer experience
  • 14. What is the implication for brands? Every time we consider a consumer’s buying experience in the real world, we need to consider how digital and physical (and even virtual) can combine to create a really powerful experience across the customer journey. This is no longer a ‘nice to have’ - consumers expect it and the best experiences blur the lines.
  • 15. 2. Commerce, commerce everywhere
  • 16. What consumers expect Consumers expect a smooth segue from browsing to buying. Social commerce platforms inspire brand consideration and purchase intent, and brands need to be able to deliver in those moments. To say that consumers expect an easy experience doesn’t mean that commerce can’t be social, emotional, or fun. Leading brands are leveraging digital to deliver on rational & emotional needs.
  • 17. The return of social commerce “It’s impossible to write an article about social commerce without referring to the much heralded false dawn that was Facebook Commerce. That failed as it was just bolting a catalogue and a store onto a social network and did not make the actual sales process social. In other words, it was not ‘social commerce’.” Gideon Lask, Former Head of eCommerce HMV
  • 18. Could ‘buy now’ on social networks go the same way?
  • 19. Or does ‘endless browsing’ now have an end in sight…?
  • 20. We know that ¾ of active pinners use Pinterest to plan for the future
  • 21. Fashion disrupter Net-a-Porter leads the industry with its latest social commerce app. ‘The Net Set’ combines the ease & convenience of digital with the emotion and magic of shopping in store.
  • 22. It’s now so easy to purchase Amazon Dash suggests that when it comes to retail, sometimes ‘easy’ beats ‘brilliant’
  • 23. Retailers will continue to innovate in the ‘delivery’ space
  • 25. What is the implication for brands? If technology makes purchase in the moment so easy, then we need to make it easy as possible to help customers buy the brand. Only by understanding the customer journey and their needs can we construct relevant purchase triggers. Buying moments aren’t limited to the conversion section of the customer journey – you’ll find them if you look hard enough.
  • 26. Closing thoughts 1.Rather than just marketing to customers we need to talk about creating best in class consumer experiences for them. Customer- led is the key to retail success 1.A lot of the technology is available right this moment, brands just haven’t yet pieced it all together to create a coherent experience 1.The customer journey is no longer linear in nature-thanks in large part to digital, the process has become lateral. It’s up to brands to provide an experience that consistently delivers on customer expectations at the relevant points of the customer journey
  • 27. Matt Holt Director, Digital Strategy at OgilvyOne @MattSocial Greater Expectations: Engaging the new retail consumer

Editor's Notes

  1. When it comes to retail, consumer needs haven’t changed all that much. They still want the best products or services for them at the right place and time. They still seek a seamless experience that is consistent across touch points, whether digital or physical. What has changed are consumer expectations. The rise of same day delivery services, Uber, entertainment streaming services, and others have heightened our expectations. More than ever before, consumers are seeking instant gratification. And that demand isn’t limited to products and services: it’s also about product discovery, information, and comparison. Heightened consumer expectations: the facts By some reports, customer satisfaction in the UK has plunged to its lowest point since 2010 (according to Institute of Customer Service) Basic needs aren’t being met: Of top 50 high street retailers in the UK… 40% don’t have mobile optimized store locators 20% don’t have transactional mobile site 30% don’t have iOS or Android app 46% don’t feature responsive web design 44% don’t have tablet-optimised sites
  2. Brands are moving from marketing stunts towards innovations that improve consumer experience. Usage of wearables predicted to double this year. Whilst Just 7% of UK adults currently own a wearable device (sports watch, fitness band, smart glasses), 1 in 5 report being extremely interested in owning. Interest in wearables most pronounced for 25-25 age group: 26% express intent to purchase a smart watch (eMarketer) Disney has introduced the Magic Band to its theme-park customers; it’s a wearable bracelet that’s much more than just an admissions ticket. It allows customers to go on rides and attractions at a previously-booked time, and it can be a form of payment on various Disney properties. Aside from opening many doors for the customer, it also provides Disney a wealth of information about customer behaviour
  3. https://www.youtube.com/watch?v=2buVLVO-6F8 Use of wearables will double in 2015. Disney has introduced the Magic Band to its theme-park customers; it’s a wearable bracelet that’s much more than just an admissions ticket. It allows customers to go on rides and attractions at a previously-booked time, and it can be a form of payment on various Disney properties. Aside from opening many doors for the customer, it also provides Disney a wealth of information about customer behaviour
  4. I am going to focus on 2 major areas today: Customer experience and commerce Consumers are expecting a seamless, consistent, and easy experience Commerce is continuous, and more connected than ever. As consumers gain access to more information and tools, their path to purchase becomes less linear, and more lateral. What does this mean for brands? For one, they need to leverage all channels to close the gap between product discovery and purchase intent. Making the purchase process more simple and consistent demands a firm understanding of the consumer. Brands that succeed first endeavor to meet expectations, and from there, differentiate.
  5. Connecting the digital and physical worlds isn’t a new phenomenon, but increasingly brands are looking to blur the two words for one cohesive experience.
  6. [Tesco] A successful brand venture in digital/physical depends on a firm understanding of customer needs and behaviours. Virtual shops where customers are waiting for transport (‘dead time’) fulfills a customer need, making top-up shops convenient by fitting them into an existing point on the journey.
  7. Click and collect is a rising trend that fits with our two focus areas: CX and continuous commerce. Usage of click and collect is on the rise, particularly amongst Millennials (18-34), who are are more willing to click and collect groceries: compared to the general population (46% vs. 34%). 47% UK consumers used Click & Collect last Christmas. Most popular categories included fashion, gadgets, and household tech like TV. Least popular were bulkier items like furniture/kitchenware Amazon launched collection lockers across London underground stations, Doodle opened up parcel collection stores across 13 UK railway stations, Waitrose chilled food lockers, Asda and Tesco C&C vans and Drive-thru C&C points increase as well as eBay’s extended partnership with Argos in the UK allowing customers to pick-up goods across 650 stores by the end of the year. (2015 Mintel Trends data) Consumer data to support: 35% of UK consumers have used C&C in the past year and 64% say that they shop more online now due to ease of delivery and returns (Mintel, 2015) Customer preference for physical store vs. online depends on the nature of the product. We do know, however, that having both makes customer more likely to purchases in some instances Consumers more likely to purchase when they have access to both online/offline 44% UK consumers more likely to purchase online if they can pick up in store 62% UK consumers shoppers more likely to purchase online if they can return in store
  8. In 2014, we saw a number of ecommerce-first businesses expand into the offline realm. Former online pure-play Birchbox, for example, opened its first physical shop in Soho last July, while companies like Bonobos and Warby Parker doubled down on brick-and-mortar by opening even more physical stores in 2014. Google and Amazon are opening stores on high street We anticipate this trend to continue in 2015. Why? Consumers more likely to purchase when they have access to both online/offline 44% UK consumers more likely to purchase online if they can pick up in store 62% UK consumers shoppers more likely to purchase online if they can return in store For one thing, the majority of overall retail sales are still taking place offline, and ecommerce sites have realized that they need to set up physical shops if they want to gain significant market share. Additionally, the need to provide seamless online to in-store experiences continues to grow, and successfully pulling this off requires both a digital and physical presence. According to eMarketer, ½ UK social media users say that shopping online lacks the social experiences you get in store. 6/10 UK consumers miss the element of help/advice that comes from in-store shopping. Amongst UK consumers, in-store still leads as the place where the shopping experience BEGINS. 53% in-store 36% retailer website 5.6% mobile app 2.3% contact centre/catalog 0.9% social media Ecommerce sites setting up shop offline is, on one hand, good news for the brick-and-mortar realm because it validates the need for physical retail. However, this also means that Main Street is going to get a whole lot more competitive, and traditional brick-and-mortar retailers must step up their game in order to win. To do this, we predict that merchants will further enrich the in-store experience by offering services on top of “stuff.” Take for example, Birchbox’s Soho location. In addition to playing video tutorials to keep shoppers informed and inspired, the retailer also offers hair, makeup and nail services in its store. Brands that launched exclusively in eCommerce are increasingly opening brick and mortar stores. Physical space offers a way to meet consumer demand, build brand equity, and learn from customer interactions with product. https://www.vendhq.com/university/retail-trends-and-predictions-2015 Brands that launched exclusively in eCommerce are increasingly opening brick and mortar stores. Physical space offers a way to meet consumer demand, build brand equity, and learn from customer interactions with product. Warby Parker seemed all digital to begin with, but increasing consumer demand and a strong business case for brick & mortar shops has lead to a growing set of stores across the US. All signs point to intention to stay-the brand has just taken up a 10 year lease in New York’s SoHo neighborhood opposite the Apple store Birchbox, the company known for selling subscriptions to beauty product samples by mail, is leveraging physical space to optimise the CX. More than 800,000 women subscribe to the company’s monthly beauty sample boxes online, so why the physical store? It’s a vehicle to express the brand purpose and identity. More importantly, the physical store represents a chance to gather customer and product insight from some of the brand’s obsessive and devoted customers. The store relies heavily on the brand’s digital presence: “The iPads placed around the floor offer more products, reviews, and video tutorials from Birchbox.com. A physical display in the front of the store shows a rotating inventory of the top online sellers, and a large interactive display in the back allows shoppers to input their attributes (hair type, skin color, age, et cetera) for new product recommendations using their finger.” http://fortune.com/2014/07/11/birchbox-soho-store/
  9. US eyeglass retailer Warby Parker raised $100 million to expand physical store locations and allow consumers to conduct eye exams on mobile phones Warby Parker seemed all digital to begin with, but increasing consumer demand and a strong business case for brick & mortar shops has lead to a growing set of stores across the US. All signs point to intention to stay-the brand has just taken up a 10 year lease in New York’s SoHo neighborhood opposite the Apple store
  10. California-based retailer Everlane has placed snapchat at the heart of their marketing strategy, using it for exclusive product launches, giving a glimpse into company factories, and even company parties. http://www.psfk.com/2015/05/everlane-fashion-retailers-on-snapchat-secret-shops-roi.html
  11. Customer journeys are critical, and brands should see them as dynamic constructs informed by fresh insights. Brands need to meet basic standards for a seamless online/offline experience. Of top 50 high street retailers in the UK… 40% don’t have mobile optimized store locators 20% don’t have transactional mobile site 30% don’t have iOS or Android app 46% don’t feature responsive web design 44% don’t have tablet-optimised sites
  12. New apps and tools are making it easier to shop from social, but consumer comments asking ‘where can I buy this?’ on social show that there is still work to be done to make the experience more seamless.
  13. Continuous Commerce: eCommerce is expected to grow 87% from 2013-2018, while mCommerce is expect to grow 157% (eMarketer/April 2014) In the UK, mobile shopping is growing at nearly 4x the rate of overall online spending (IPSOS/Paypal study) Social Commerce: In 2014, Commerce orders coming from social media grew 202%. Organic and paid search still dominates, but social media is becoming more and more effective at driving sales 75% of UK consumers have used social networks to make a purchasing decision Social-driven retail sales & referral traffic are rising at a faster pace than all other online channels
  14. If social shopping takes off—and there’s a good chance that it will—users will be able to enjoy a more seamless shopping experience. The clunky transition from one channel to the next (i.e. social to ecommerce) will be eliminated and purchases will be completed much faster. According to a piece of US research by Business Insider, the Top 500 retailers earned $3.3 Billion from social shopping in 2014, up 26%. This is well ahead of the ~`6% growth rate for eCommerce.
  15. Pinterest is ‘about the future’ 74% of active pinners use Pinterest to plan for future purchases
  16. Social Sharing & comparing can drive purchase According to Bazaar voice, 50% of social purchases in the UK occur within one week of sharing an item on a social site We know that 75% UK consumers have used social to make a purchase decision, but how well set up are brands to facilitate a social shop? Net-A-Porter, lauded as the main disruptor in the fashion industry, has recently launched new app called ‘The Net Set’ that combines features of a social app with a simplified, direct ‘Buy now’ trigger. Features include browsing a live feed to see what’s trending, admire 15 ‘Style Council’ members and shop along with them, and join style tribes to uncover like-minded user, content, brands and inspiration. Consumers can shop everything direct from app The app makes use of digital technologies such as image recognition and live feed of what’s trending based on shopper data, and aims to recreate some of the magic of brick and mortar buying. Other apps and tools allow consumers to shop as soon as inspiration hits, but brands themselves aren’t doing enough to simplify purchase.
  17. In their book, The New Rules of Retail, Robin Lewis and Michael Dart brought up an excellent point about modern retail success. According to them, if retailers truly want to provide compelling shopper experiences, they would have to take more control of how their products are manufactured, marketed, and distributed.
  18. According to Nielsen global research: One quarter of respondents were already ordering grocery products online for home delivery 55% are willing to do so in the future 14% use an automatic online subscription service 54% are willing to consider online subscription services in the future
  19. Pinterest deserves special attention