Wijnand Jongen, CEO van Thuiswinkel.org en auteur van het boek The Onlife Customer Journey vertelde op het ISM Omnichannel Event 2017 zijn visie over trends in de retail. Wat kunnen we de komende jaren verwachten? Hoe gaan consumenten hiermee om? Bekijk de presentatie. - www.ism.nl -

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Wijnand Jongen
Thuiswinkel.org
wijnandjongen.nl
@wijnandjongen
#OnlifeRetail

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World Of Retail
Is
Radically Changing

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A World of
Onlife Retail

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New Economic Paradigm
5
Emerging Economies

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The New
Onlife
Customer Journey

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1. Orientation
N = 1

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2. Selection
How do Onlife Shoppers
Select?

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Selection
1. Routine shopping

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Selection
2. By comparing

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Selection
3. By researching

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3. Payments
Anywhere, Instant
‘With a Blink of an Eye’

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4. Fulfilment and
Delivery
The last green mile

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Problems?
The last green mile

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Suppliers
• Return Management
• On demand 3-D printing

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Wharehousing
• Wharehouse logistics and sorting
• Urban consolidation centers

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Delivery and
Transportation

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Delivery
• Bike delivery
• Night delivery
• Electric vehicles
• Autonomous light commercial vehicles
• Combining parcel and passenger delivery
• Drones
• Droids

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Mobility from..
• Push to pull: customers in control
• Fossil to alternative fuel
• Ownership to sharing
• Closed data to open data
• Physical links to IoT
• Centralized to distributed planning
• From private to public/private

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5. Customer Care
= More than Customer
Service

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The
New Retailers
Mantra

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Retailers should
NO LONGER
try to Fit the Customer
in their Environment

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Retailers should Fit in
-SEAMLESS-
in the Life of
Their Customers

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The
End of
Online Shopping?

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1.
Online and offline
become one

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2.
Moving from
bricks to clicks and
clicks to bricks

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3.
Channels and
business models
flowing together

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So, what about Technolgy?

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Technology does not Determine
Human Behavior.
Lee Raine, Barry Wellman, Networked 2014

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Technology does not Determine
Human Behavior.
Lee Raine, Barry Wellman, Networked 2014
Humans Determine how
Technologies are used.

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Authentic
Inclusive
Personal
Human Touch

100. Family Diner

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In
The New World
Of
Onlife Retail..

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Retailing

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Retailing
is about Putting Smiles
on the Faces of
Customers

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Thank You!
wijnandjongen.com @wijnandjongen #onliferetail