GfK DigiTension - Carrefour

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The document discusses creating a connected consumer experience for retailers. It notes the new challenges facing retailers from more demanding and informed consumers, new competitors, and worldwide competition. The presentation argues that while the digital world is important, physical retail locations ("bricks") remain important for consumers' ability to see and touch products as well as for availability, after sales service, and convenience. It identifies cultural, backoffice, and economic challenges retailers face in connecting physical and digital experiences for consumers.

Business

Creating a Connected Consumer
Experience
Introduction of Geoffroy Gersdorff by Karina De Cock

Change happens at the edge of your market …

Decoding Tomorrow’s Smart Shopper
Key Take Aways
A Continent / Country wise Pattern Of Omni-
Channel Shopping, Differences being Industry
driven
Omni-Channel
• coming
soon to your category!
Mobile
• not yet
mainstream
Showrooming
• Respite?
Can we be
Friends?
GfK Futurebuy 2014
Belgian study
with global GfK
benchmarks
across 17
industries

Creating a Connected
Consumer Experience
Geoffroy Gersdorff
Directeur Marchandises Carrefour Belgium

THE RETAIL NEW
CHALLENGES
geoffroy_gersdorff@carrefour.com

CLIENT EVOLUTIONS
More demanding
Better informed
More choice
Advice

NEW COMPETITORS
SUPPLIERS
Click & Mortar Pure Players

Caisse
THE IMPORTANCE OF BRICKS
Scan’ Lib
Bornes
Ecrans
magasin
En rayon
Accueil
SmartPhone
Tablette
SMS
eMail
Ordinateur
Réseaux Sociaux
Courrier / Catalogue
Les
magasins
Le
digital
Store to Web
Connected Store
Web in store

Caisse
THE IMPORTANCE OF SERVICES
Scan’ Lib
Bornes
Ecrans
magasin
En rayon
Accueil
SmartPhone
Tablette
SMS
eMail
Ordinateur
Réseaux Sociaux
Courrier / Catalogue
Les
magasins
Le
digital
Store to Web
Connected Store
Web in store
See & touch
Availability
After sales
Cheap
Easy
Fast

This research work provides retailers practical insights, real-world strategies, solutions, and recommendations to improve customer experience, increase business results and maintain competitive advantage in the retail industry. CONTENTS 1. Why and what is OmniChannel Retail? 2. What are the consumer behaviours? 3. Who are the Best-in-Class OmniChannel Retailers? 4. What are the OmniChannel Challenges in France? 5. What are the OmniChannel Best Practices? 6. How to deal with Showroomers? 7. How to be successful in implementing OmniChannel?

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GfK DigiTension - Carrefour

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