Ps257 2014 Multichannel Retail Trends - Connecting with the Connected Customer.
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The document discusses 10 trends for multichannel retailers in 2014 including increased use of mobile devices, delivery options, click-and-collect services, digital integration of online and in-store experiences, social media, brand-focused marketing, and a focus on seamless customer experiences across channels. It also emphasizes the importance of empowering store staff and using customer data to personalize the shopping experience from any channel.
![Trends
!
Introductions and the customer!
!
!
1. Mobile, mobility and Tablets!
2. Delivery!
3. Click and Collect!
4. IRIS!
5. Seamlessness
COPYRIGHT ianjindal.com and InternetRetailing.net
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!
!
6. Staff!
7. Social inside the business !
8. B2C - Brand to Consumer!
9. Product!
10. Total Retail [TM]
February 12, 2014](data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7)
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Ps257 2014 Multichannel Retail Trends - Connecting with the Connected Customer.
- 1. Connecting with the Connected Customer 10 trends for multichannel retailers in 2014 COPYRIGHT ianjindal.com and InternetRetailing.net February 12, 2014
- 2. Trends ! Introductions and the customer! ! ! 1. Mobile, mobility and Tablets! 2. Delivery! 3. Click and Collect! 4. IRIS! 5. Seamlessness COPYRIGHT ianjindal.com and InternetRetailing.net ! ! ! 6. Staff! 7. Social inside the business ! 8. B2C - Brand to Consumer! 9. Product! 10. Total Retail [TM] February 12, 2014
- 3. Ian Jindal @etail @ianjindal ! COPYRIGHT ianjindal.com and InternetRetailing.net February 12, 2014
- 4. European eCommerce ! COPYRIGHT ianjindal.com and InternetRetailing.net February 12, 2014
- 5. Polish growth ! COPYRIGHT ianjindal.com and InternetRetailing.net February 12, 2014
- 6. External growth? ! COPYRIGHT ianjindal.com and InternetRetailing.net February 12, 2014
- 7. No silos ! COPYRIGHT ianjindal.com and InternetRetailing.net February 12, 2014
- 8. 1 Mobile and mobility ! Always, always on… COPYRIGHT ianjindal.com and InternetRetailing.net February 12, 2014
- 9. Mobile, mobile everywhere European Smartphone users (%)! 2013 MobiLens research COPYRIGHT ianjindal.com and InternetRetailing.net February 12, 2014
- 10. TITLE Mobile and tablet use - while watching TV! COPYRIGHT ianjindal.com and InternetRetailing.net February 12, 2014
- 11. TITLE Mobile will be 61% of web traffic by 2016! • Twitter - 2.1bn searched a day; 80% mobile • YouTube - 100hrs/minute uploaded, 1 Billion users/month; 25% mobile • Facebook - 70% of activity photobased; 70% mobile ! COPYRIGHT ianjindal.com and InternetRetailing.net February 12, 2014
- 12. TITLE Touch-first design! COPYRIGHT ianjindal.com and InternetRetailing.net February 12, 2014
- 13. TITLE Touch-first design - House of Fraser Swipe-able; touchable…! COPYRIGHT ianjindal.com and InternetRetailing.net February 12, 2014
- 14. 2 Delivering ! … on our promises COPYRIGHT ianjindal.com and InternetRetailing.net February 12, 2014
- 15. TITLE Delivery promise is a key aspect of selling! COPYRIGHT ianjindal.com and InternetRetailing.net February 12, 2014
- 16. TITLE Delivery promise is a key aspect of selling! COPYRIGHT ianjindal.com and InternetRetailing.net February 12, 2014
- 17. Delivery promise is a key aspect of selling! Customers Retailers • 46% abandon due to delivery concerns (IMRG) • 50% looks for delivery data when they start to shop • 80% want progress updates after purchase (SMS and Email - 89% preference)! • • • • COPYRIGHT ianjindal.com and InternetRetailing.net 72% - next day 44% - click and collect 18% - 6pm for next day Amazon - Sunday delivery trials February 12, 2014
- 18. TITLE • Shutl.com! • One-hour delivery! • Tracking on mobile! • To Shutl as well as to Google ?! • Acquired by eBay, 2013! COPYRIGHT ianjindal.com and InternetRetailing.net February 12, 2014
- 19. Collection – beyond store and home! Amazon lockers in malls! COPYRIGHT ianjindal.com and InternetRetailing.net Collect+ Kiala convenience stores February 12, 2014
- 20. 3 Click and Collect ! Let s make it about you COPYRIGHT ianjindal.com and InternetRetailing.net 20 February 12, 2014
- 21. 25% of online orders are for collection in store, but…! Halfords – 86% of orders are for click and collect! COPYRIGHT ianjindal.com and InternetRetailing.net Significant impact on store infrasture February 12, 2014
- 22. TITLE Click and collect – more than a button!! COPYRIGHT ianjindal.com and InternetRetailing.net February 12, 2014
- 23. TITLE Web to store integration! COPYRIGHT ianjindal.com and InternetRetailing.net 23 February 12, 2014
- 24. TITLE Multichannel customers are worth 4x - an additional advantage of click and collect! • Multichannel customer worth circa 4x a single-channel customer! • Some retailers now saying 8~12x! • 1 in 3 customers who collect in store but other products! • 1 in 3 returns customers spend more than the returns value! Source: Aberdeen; interviews; JC Williams Group; McKinsey analysis COPYRIGHT ianjindal.com and InternetRetailing.net February 12, 2014
- 25. 4 In-store ! Digital renaissance of the store COPYRIGHT ianjindal.com and InternetRetailing.net February 12, 2014
- 26. The store is important to our customers! The store is used to fulfil and to inspire! Customers use of channels • 44% always check online first! 75% • 65% check store first! 65% • 87% see multi-channels as important COPYRIGHT ianjindal.com and InternetRetailing.net February 12, 2014
- 27. Mobile in store European Smartphone users (%)! 2013 MobiLens research COPYRIGHT ianjindal.com and InternetRetailing.net February 12, 2014
- 28. Digital is in-store! John Lewis - StyleMe! COPYRIGHT ianjindal.com and InternetRetailing.net Significant impact on store infrasture February 12, 2014
- 29. Digital is in-store! COPYRIGHT ianjindal.com and InternetRetailing.net February 12, 2014
- 30. Digital is in-store! COPYRIGHT ianjindal.com and InternetRetailing.net February 12, 2014
- 31. TITLE 31 COPYRIGHT ianjindal.com and InternetRetailing.net February 12, 2014
- 32. Store, data, social…! COPYRIGHT ianjindal.com and InternetRetailing.net February 12, 2014
- 33. 5 Seamless ! Mind the gap COPYRIGHT ianjindal.com and InternetRetailing.net February 12, 2014
- 34. 6 STAFF ! The way they make you feel COPYRIGHT ianjindal.com and InternetRetailing.net February 12, 2014
- 35. TITLE Impact of store employees on purchasing! Be as empowered as our customers Knowledge as a key indicator within customer satisfaction. COPYRIGHT ianjindal.com and InternetRetailing.net February 12, 2014
- 36. Social inside the business 7 COPYRIGHT ianjindal.com and InternetRetailing.net February 12, 2014 !
- 37. COPYRIGHT ianjindal.com and InternetRetailing.net February 12, 2014
- 38. 8 B2C ! Brands to customer COPYRIGHT ianjindal.com and InternetRetailing.net February 12, 2014
- 39. TITLE COPYRIGHT ianjindal.com and InternetRetailing.net 39 February 12, 2014
- 40. 9 COPYRIGHT ianjindal.com and InternetRetailing.net Product love ! February 12, 2014
- 41. COPYRIGHT ianjindal.com and InternetRetailing.net 41 February 12, 2014
- 42. COPYRIGHT ianjindal.com and InternetRetailing.net 42 February 12, 2014
- 43. COPYRIGHT ianjindal.com and InternetRetailing.net 43 February 12, 2014
- 44. 10 COPYRIGHT ianjindal.com and InternetRetailing.net Other trends ! 44 February 12, 2014
- 45. 10 Other trends ! International, Internet of Things, Big Data, Insight, Wearable Technology … many more – but we’re talking about now… COPYRIGHT ianjindal.com and InternetRetailing.net 45 February 12, 2014
- 46. 10 TOTAL RETAIL [tm] COPYRIGHT ianjindal.com and InternetRetailing.net February 12, 2014 !
- 47. Trend -> action ! • Body Level One! – Body Level Two! • Body Level Three! – Body Level Four! » Body Level Five COPYRIGHT ianjindal.com and InternetRetailing.net • Customers are driving us ! • Make and deliver promises digitally, in store, delivery! • Seamless execution! • People, process, technology! – Training and empowerment! – Capability at every touchpoint! – Seamless data! • Customer experience under your brand! 47 February 12, 2014
- 48. TITLE Thank you – Dziękuję! ! • www.ianjindal.com! • ian@jindal.net! • @ianjindal! • • • • COPYRIGHT ianjindal.com and InternetRetailing.net www.internetretailing.net! www.internetretailingawards.com! www.internetretailingconference.net! @etail! February 12, 2014