Key trends impacting multi channel retail 2017

Screen Pages CEO Sarah Willcocks presentation on Key trends impacting the multi-channel retail environment in 2017

KEY TRENDS IMPACTING THE MULTI-
CHANNEL RETAIL ENVIRONMENT
A presentation by Sarah Willcocks

Screen Pages | A Magento Professional Partner
Agenda
Screen Pages intro & background
Examples of our work
Key trends
Conclusions

Screen Pages | A Magento Professional Partner
Screen Pages
key facts
UK based, privately owned, profitable business
Proven track record in lifestyle, fashion, charity and B2B verticals
All staff are certified on Magento 1 and trained on Magento 2
300+ e-commerce websites since 1997
Substantial collective eCommerce website experience (ca. 100 yrs)

Screen Pages | A Magento Professional Partner

Screen Pages | A Magento Professional Partner
Trends
Mobile first
Personalised shopping experiences
User generated content
Social shopping
Live chat and chatbots
Customer engagement
Goodbye wallet
Uberisation of shipping and returns

In the last decade we went from going online to
living online.

Screen Pages | A Magento Professional Partner
You need a mobile
first strategy
Most emails are opened on mobile
53% of searches are now conducted on mobile (Google)
By 2020, 82% of e-commerce sales will involve a mobile device
(Google)
Many of our clients are seeing more than 40% of their overall traffic
coming from mobile already
If your site is not mobile friendly, it affects your rankings in the
search engines
“Mobile is the glue between our digital and physical universe” (House of Fraser)
“Mobile plays a part in every single customer journey” (New Look)

Screen Pages | A Magento Professional Partner
Personalised experiences
Millennials don’t want to buy a product, they want “their” product
Every visit should be unique to each shopper based on the following:-
 Current and previous user journeys
 Demographic group
 Geographical location
 Device type

Screen Pages | A Magento Professional Partner
Personalised product

Screen Pages | A Magento Professional Partner
Embossing/engraving

Screen Pages | A Magento Professional Partner
Personalised shopping

Screen Pages | A Magento Professional Partner
Based on individual preferences

Screen Pages | A Magento Professional Partner
User generated
content
92% of users regularly read product reviews and comments
Modern consumers are demanding more from brands than
ever before
 Product reviews and ratings
 Images, video, etc.
 Sizing information

Screen Pages | A Magento Professional Partner
User generated content (Olapic)

Screen Pages | A Magento Professional Partner
Video

Screen Pages | A Magento Professional Partner
Reviews & ratings

Screen Pages | A Magento Professional Partner
Social shopping

Screen Pages | A Magento Professional Partner
Social shopping
Image source: Google

Screen Pages | A Magento Professional Partner
Facebook

Screen Pages | A Magento Professional Partner
Instagram

Screen Pages | A Magento Professional Partner
Pinterest

Screen Pages | A Magento Professional Partner
Live chat &
chatbots
In 2017, many consumers will have their first chat with a chatbot
Live chat users spend an average of 5-30% more
Conversion rate is 5 to 10 times higher following a chat session

Screen Pages | A Magento Professional Partner
Live chat

Screen Pages | A Magento Professional Partner
It’s not just for
the big guys
either

Screen Pages | A Magento Professional Partner
What’s a chatbot?

Screen Pages | A Magento Professional Partner
Chatbots

Screen Pages | A Magento Professional Partner
Kik

Screen Pages | A Magento Professional Partner
Kik on H&M

Screen Pages | A Magento Professional Partner
Customer engagement
Loyalty programmes
Referral programmes
“In a world of infinite choice, customers are
increasingly craving shopping experiences where
they feel valued”

Screen Pages | A Magento Professional Partner
Van-Dal

Screen Pages | A Magento Professional Partner
Perfect Cellar

Screen Pages | A Magento Professional Partner
Let them choose how
to be rewarded

Screen Pages | A Magento Professional Partner
Show them

Screen Pages | A Magento Professional Partner
Mention Me

Screen Pages | A Magento Professional Partner
Share by email

Screen Pages | A Magento Professional Partner
And Twitter

Screen Pages | A Magento Professional Partner
Bye-bye wallet and cash

Screen Pages | A Magento Professional Partner
M-commerce
A multitude of choices
 Consumer to business payments (via traditional payment
gateways)
 In store mobile payments using Near Field
Communication (NFC)
 QR codes, SMS payments, Quick codes, Feature codes
(non-NFC)
Android-based smartphones will dominate the market

Screen Pages | A Magento Professional Partner
Android vs. Apple (Ovum)

Screen Pages | A Magento Professional Partner
The current leaders

Screen Pages | A Magento Professional Partner
Uberisation of shipping
Free shipping
Free returns (collected from your chosen location)
Nominated delivery date and time
Same day/1 hour delivery service
Collect/return in store
“Fulfilment is a major battleground, ushering in new models”
(Ovum)

Screen Pages | A Magento Professional Partner
Click and collect
In the UK, the value of goods collected in store is expected to rise by 78
percent by 2020, as shown in Figure 1, with the value of goods being picked
up from lockers, convenience stores and other locations increasing threefold.
(Ovum)

Screen Pages | A Magento Professional Partner
Convenience for the customer

Screen Pages | A Magento Professional Partner
Free delivery worldwide

Screen Pages | A Magento Professional Partner
Delivery choices

Screen Pages | A Magento Professional Partner
Nominated day delivery

Text box in here
THANK YOU FOR LISTENING

This document outlines the agenda for a client event hosted by Screen Pages, a Magento professional partner. The agenda includes presentations on generating content, Magento 2.2 features, the app economy, and the power of content. It also includes a panel discussion with representatives from Dotmailer, Jmango, Olapic, and other companies. Recent projects completed by Screen Pages utilizing Magento 2 are highlighted. Key industry trends discussed include the growth of mobile commerce, personalized experiences, user generated content, social shopping, chatbots and live chat, and the "Uberisation" of shipping and fulfillment.

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