The document discusses emerging trends in retail driven by customers' increasing demands for personalized experiences and participation. It describes how retailers are adopting new models like "Retail on Demand" to offer specialized advice, product customization, and experiential shopping. Customers now expect retailers to understand their individual preferences, teach them product features, and allow them to provide input that influences product design and sales.

1. FUTURE OF RETAIL
Reinvention & Revolution: Retail On
Demand & The New Brand
Champions

2. MUSIC PAYMENTS RETAIL

3. https://dl.dropbox.com/u/71046092/
future-of-retail_2012_pg3.jpg

4. Modern Shopper’s Demands
• Sophistication Based On Personal Knowledge
• Prepared To Trade Data For A Better
Experience
• Instant Access To Expertise
• Takes Advantage Of Technology
• Offered A Perfect Match
Retail On Demand

5. RETAIL ON
DEMAND

6. “Give Me Personal Attention And Better Service”
Service With An Opt In

7. MODCLOTH
STYLISTS LOOK TO YOUR PAST PURCHASES TO
TAILOR ADVICE

8. NEIMAN MARCUS
LOCATION AWARE APP PROVIDES SALES-STAFF
WITH CUSTOMERS’ PREFERENCES

10. “Teach Me How To Use This”
RETAIL ON DEMAND
Subject Specialist
SHOPPER COACHING
Staff members with specialized knowledge bases who can provide smarter
answers and product recommendations to their customers in-store, online
and over the phone.

11. MOTOMETHOD
MOTORCYCLE REPAIR SHOP INVITES CUSTOMERS TO
WORK ON BIKES THEMSELVES

13. LENBROOK
EXPERIENCE ‘POP-UPS’ SHOW CUSTOMERS HOW
TO ACESS HIGHER AUDIO PERFORMANCE

14. “LET ME SHOP WHAT I LIKE”

15. GLIMPSE
SOCIAL SHOPPING CHANNEL USES FACEBOOK
‘LIKES’ TO BUILD CUSTOM CATOLOGS

16. CURISMA
SOCIAL DISCOVERY PLATFORM CONNECTS
CONSUMERS SHOPPING FOR ELECTRONICS

17. “LET ME BUILD THE PERFECT ONE FOR ME”
Experience Centers
Best-in-class brands are creating experience centers where consumers are
approached, not only as shoppers, but as sophisticated learners who are
eager to engage and create

18. EVOLVEX
CUSTOMIZING MODULAR FURNITURE ONLINE AT
AN AFFORDABLE PRICE

20. FUJIFILM
3D PRINTING KIOSK ALLOWS RETAILERS TO
OFFER CUSTOMERS PERSONALIZED OBJECTS

21. “HELP ME CHOOSE THE PERFECT FIT”
Reading The Customer
RETAIL ON DEMAND
FIT WITH A CLICK
Opt-in services that allow customers to make their personal data available to
members of staff in exchange for the promise of tailored service, product
recommendations and optimization.

22. UPCLOAD
WEBCAM ENABLED ALGORITHM ENSURES CUSTOMERS
FIND THE RIGHT FIT ONLINE

23. SAYDUC
K
AUGMENTED REALITY APP TESTS POTENTIAL
FURNITURE IN CONSUMERS’ HOMES

25. Modern Shopper’s Demands
• Wants to Have A Say On What Is Produced
• Enjoys Lending A Hand To Fellow Shoppers
• Will Gather People Around To Get A Better
Price
• Wants To Be Rewarded For Sharing Shopper
Expertise
New Brand Champion

26. THE NEW BRAND
CHAMPION

27. “LET ME SELL ON YOUR BEHALF”
THE NEW BRAND CHAMPION
Setting The Stage
SHOPPER AS
By clearing the air before customers enter a store and calling out targeted
AFFILIAT
moments for valuable interactions, retailers are helping to create the
foundations of a focused and worthwhile interaction

28. MULU.ME
COMMISSION FEES EARNED BY INFLUENCING
ONLINE PURCHASES

29. STYLMEE
GAME LETS PLAYERS COMPETE AND EARN REWARDS
BY SETTING UP VIRTUAL BOUTIQUES

30. “LET ME HELP DECIDE WHAT’S SOLD”
Customer Abassadors
Shoppers are looking to harness the wealth of information and preferences
they callout, and create online, bringing the cache of information with them to
help inform and support their decisions

31. BARCLAYCARD RING
COMMUNITY POWERED CREDIT CARD INVOLVES CARDHOLDERS
IN CARD MANAGEMENT AND PROFITS

32. CATERPILLAR
CONSTRUCTION BRAND ASKS TRUCK DRIVERS TO WEIGH IN
ON THE DESIGN OF ITS UPCOMING LINE

33. “HELP ME DECIDE WHICH ONE TO
BUY”
Meta-Library
By tapping into the wealth of online information by leveraging image
recognition search and augmented reality to present detailed information and
contextual relevance, users are able to use information without being tied to
a specific medium or behavior.

34. NEEDLE
SERVICE PAIRS CONSUMERS WITH BRAND EXPERTS FOR
REAL-TIME PRODUCT CONSULTATIONS

36. KYSY VAIKKA
INSURANCE COMPANY RECRUITS EXISTING POLICY
HOLDERS TO ADVISE POTENTIAL CUSTOMERS

37. “LET ME NAME MY PRICE”
Layered Virtual
Showcase
With a growing level of peer to peer communities that are working together
and searching for service answers, the right information is being rewarded
and being presented in easy formats for large groups of people to use and
share.
A new set of digital services are enabling shoppers to visually experience
and experiment with products before they buy.

38. NETPLENISH
APP LETS RETAILERS COMPETE TO SUPPLY
HOUSEHOLD GOODS

39. HANDSUP
SITE LETS CONSUMERS CREATE THEIR OWN
GROUP BUYING DEALS

40. MUSIC PAYMENTS RETAIL

41. https://dl.dropbox.com/u/71046092/
future-of-retail_2012_pg3.jpg

42. Contact
WHY PSFK
PSFK is a trends-led innovation company that
provides its clients with ideas and inspiration to
evolve its products, services and marketing
communications. We employ a unique methodology
to deliver trends research together with future
business concepts and user scenarios to a client list
that includes BMW, Microsoft, InterContinental
Piers Fawkes
Hotels Group, Target and Pepsi.
CEO & Founder
piers@psfk.com
+1 646.520.4672
Jeff Weiner
Director, Business Development
jeff.weiner@psfk.com
+1 646.520.4665
+1 516.359.3453
42 Bond Street, 6th Floor
New York, NY 10012 USA
www.psfk.com
Samsung Brand Ambassador Innovations – Strictly Confidential – June 2012