BOUWEN AAN DE WINKEL VAN DE TOEKOMST
PROF. GINO VAN OSSEL
GINO.VANOSSEL@VLERICK.COM
source: British Retail Consortium / KPMG – Dec. 13 (growth is vs. year ago)
growth
non-food
online
+19.2%
growth
non-food
...
source: British Retail Consortium / KPMG – Dec. 13 (growth is vs. year ago)
growth
non-food
online
+19.2%
growth
non-food
...
AGENDA
1. omni-channel
2. physical stores: why?
3. physical stores: where?
4. formats: a couple of cases
5. conclusion
OMNI-CHANNEL
omni-
channel
cross-
channel
multi-
channel
mono-
channel
THE CONNECTED STORE
 benefits of offline:
 experience, service & advice
 merchandise in stock
 trust
 enriched with t...
source: British Retail Consortium / KPMG – Dec. 13 (growth is vs. year ago)
growth
non-food
online
+19.2%
online
share of ...
TOP 10 BIGGEST ONLINE RETAILERS 2013
(EUR)
source: Internet Retailer
AGENDA
1. omni-channel
2. physical stores: why?
3. physical stores: where?
4. formats: a couple of cases
5. conclusion
WHY?
sales
WHY?
consumer electronics
1
“We are seeing about 34% of (pick-up) visits translating
into additional sales in shop and that number is growing
expone...
WHY?
sales
logistics
in-store
pick-up
in-store
returns
WHY?
sales
logistics awareness
WHY?
sales
logistics
service
& advice
awareness
“After having looked up information online, I often have the feeling
that I know more about a product than the sales assoc...
from selling to helping to buy…
WHY?
sales
logistics
service
& advice
awareness
brand
image
WHY?
sales
logistics
service
& advice
awareness
brand
image
showroom
3
one size
doesn’t
fit all
% of purchases without
visit to showroom
DNA context
AGENDA
1. omni-channel
2. physical stores: why?
3. physical stores: where?
4. formats: a couple of cases
5. conclusion
n = 387 gemeenten (96% van het totaal)
IMPACT OF SIZE OF SHOPPING AREA
source: Rabobank – evolution 2009 - 2011
SOURCE OF SALES EVOLUTION
(RESIDENTS VS. NON-RESIDENTS)
source: Rabobank – evolution 2009 - 2011
5
INPLANTING DIEST
23.000
INPLANTING DIEST
23.000
76.000
98.000
IMPACT OF SIZE OF SHOPPING AREA
source: Rabobank – evolution 2009 - 2011
Diest =
20.000 m2
Hasselt =
85.000 m2
Leuven =
81...
INPLANTING DIEST
23.000
18.000
44.000
29.000
76.000
98.000
% koopvlucht
12,8% 48,9% 27,3%
% koopattractie
INPLANTING DIEST
INPLANTING DIEST
50,6% 93,2% 62,1%totaal
 koopattractie - Diest
 koopattractie - Hasselt
centrum inwoners grootte
(m2)
periodieke
(%)
periodieke
(m2)
Hasselt 76.000 85.000 70% 60.000
Leuven 98.000 81.000 66% 53....
VERGELIJKING HASSELT & DIEST
Hasselt: n = 153
Diest: n = 75
fun shopping:
“the winner takes it all”
RUN SHOPPING: EFFICIENCY RULES
AGENDA
1. omni-channel
2. physical stores: why?
3. physical stores: where?
4. formats: a couple of cases
5. conclusion
FORMATS: A COUPLE OF CASES
sales
logistics
service
& advice
awareness
brand
image
showroom
which
functions?
AGENDA
1. omni-channel
2. physical stores: why?
3. physical stores: where?
4. formats: a couple of cases
5. conclusion
‘Dit boek biedt een stevig conceptueel
kader én heel concrete handvatten!
Een echte must voor al wie begaan is
met de toek...
20%
24%
80%
76%
female
male
no yes
“do you shop online?”
(US teens)
source:
PiperJaffray / PEW Research
spring 2013
78%
75%
22%
25%
female
male
in stores online
“do you prefer to shop
online or in stores?”
(US teens)
source:
PiperJaffray ...
CONCLUSION
sales
logistics
service
& advice
awareness
brand
image
showroom
where,
which functions &
how many?
“I’ve failed over and over,
and that is why I succeed”
CONCLUSION
8
Prof. Gino Van Ossel
Retail management
E-commerce & omni-channel
Shopper & trade marketing
Channel management...
Vlerick Retail Platform - Store of the future - Gino Van Ossel
Vlerick Retail Platform - Store of the future - Gino Van Ossel
Vlerick Retail Platform - Store of the future - Gino Van Ossel
Vlerick Retail Platform - Store of the future - Gino Van Ossel
Vlerick Retail Platform - Store of the future - Gino Van Ossel
Vlerick Retail Platform - Store of the future - Gino Van Ossel
Vlerick Retail Platform - Store of the future - Gino Van Ossel
Vlerick Retail Platform - Store of the future - Gino Van Ossel
Vlerick Retail Platform - Store of the future - Gino Van Ossel
Vlerick Retail Platform - Store of the future - Gino Van Ossel
Vlerick Retail Platform - Store of the future - Gino Van Ossel
Vlerick Retail Platform - Store of the future - Gino Van Ossel
Vlerick Retail Platform - Store of the future - Gino Van Ossel
Vlerick Retail Platform - Store of the future - Gino Van Ossel
Vlerick Retail Platform - Store of the future - Gino Van Ossel
Vlerick Retail Platform - Store of the future - Gino Van Ossel
Vlerick Retail Platform - Store of the future - Gino Van Ossel
Vlerick Retail Platform - Store of the future - Gino Van Ossel
Vlerick Retail Platform - Store of the future - Gino Van Ossel
Vlerick Retail Platform - Store of the future - Gino Van Ossel
Vlerick Retail Platform - Store of the future - Gino Van Ossel
Vlerick Retail Platform - Store of the future - Gino Van Ossel
Vlerick Retail Platform - Store of the future - Gino Van Ossel
Vlerick Retail Platform - Store of the future - Gino Van Ossel
Vlerick Retail Platform - Store of the future - Gino Van Ossel
Vlerick Retail Platform - Store of the future - Gino Van Ossel
Vlerick Retail Platform - Store of the future - Gino Van Ossel
Vlerick Retail Platform - Store of the future - Gino Van Ossel
Vlerick Retail Platform - Store of the future - Gino Van Ossel
Vlerick Retail Platform - Store of the future - Gino Van Ossel
Vlerick Retail Platform - Store of the future - Gino Van Ossel
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Vlerick Retail Platform - Store of the future - Gino Van Ossel

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Vlerick Retail Platform - Store of the future - Gino Van Ossel

  1. 1. BOUWEN AAN DE WINKEL VAN DE TOEKOMST PROF. GINO VAN OSSEL GINO.VANOSSEL@VLERICK.COM
  2. 2. source: British Retail Consortium / KPMG – Dec. 13 (growth is vs. year ago) growth non-food online +19.2% growth non-food retail +1.8% online share of retail +18.6%
  3. 3. source: British Retail Consortium / KPMG – Dec. 13 (growth is vs. year ago) growth non-food online +19.2% growth non-food retail +1.8% online share of retail +18.6% growth John Lewis online +22.6%
  4. 4. AGENDA 1. omni-channel 2. physical stores: why? 3. physical stores: where? 4. formats: a couple of cases 5. conclusion
  5. 5. OMNI-CHANNEL omni- channel cross- channel multi- channel mono- channel
  6. 6. THE CONNECTED STORE  benefits of offline:  experience, service & advice  merchandise in stock  trust  enriched with the internet…  free wifi, screens, tablets,..  website, webshop, app…  … & the benefits of online:  access to info, reviews & ratings  order in-store & at home  choice
  7. 7. source: British Retail Consortium / KPMG – Dec. 13 (growth is vs. year ago) growth non-food online +19.2% online share of sales John Lewis ‘13 > 28% growth John Lewis online +22.6% growth John Lewis click & collect +62%
  8. 8. TOP 10 BIGGEST ONLINE RETAILERS 2013 (EUR) source: Internet Retailer
  9. 9. AGENDA 1. omni-channel 2. physical stores: why? 3. physical stores: where? 4. formats: a couple of cases 5. conclusion
  10. 10. WHY? sales
  11. 11. WHY?
  12. 12. consumer electronics
  13. 13. 1 “We are seeing about 34% of (pick-up) visits translating into additional sales in shop and that number is growing exponentially at the moment. It’s typically or increasingly for purchases that the customer didn’t think they would make. So it is quite out with whatever they were going to collect.”
  14. 14. WHY? sales logistics
  15. 15. in-store pick-up in-store returns
  16. 16. WHY? sales logistics awareness
  17. 17. WHY? sales logistics service & advice awareness
  18. 18. “After having looked up information online, I often have the feeling that I know more about a product than the sales associate.” source: “Retail in Belgium,” InSites/Vlerick, 2012 (n = 165) 0 20 40 60 80 100 9 10 37 24 20 totally disagree disagree neutral agree totally agree
  19. 19. from selling to helping to buy…
  20. 20. WHY? sales logistics service & advice awareness brand image
  21. 21. WHY? sales logistics service & advice awareness brand image showroom
  22. 22. 3 one size doesn’t fit all
  23. 23. % of purchases without visit to showroom
  24. 24. DNA context
  25. 25. AGENDA 1. omni-channel 2. physical stores: why? 3. physical stores: where? 4. formats: a couple of cases 5. conclusion
  26. 26. n = 387 gemeenten (96% van het totaal)
  27. 27. IMPACT OF SIZE OF SHOPPING AREA source: Rabobank – evolution 2009 - 2011
  28. 28. SOURCE OF SALES EVOLUTION (RESIDENTS VS. NON-RESIDENTS) source: Rabobank – evolution 2009 - 2011
  29. 29. 5
  30. 30. INPLANTING DIEST 23.000
  31. 31. INPLANTING DIEST 23.000 76.000 98.000
  32. 32. IMPACT OF SIZE OF SHOPPING AREA source: Rabobank – evolution 2009 - 2011 Diest = 20.000 m2 Hasselt = 85.000 m2 Leuven = 81.000 m2
  33. 33. INPLANTING DIEST 23.000 18.000 44.000 29.000 76.000 98.000
  34. 34. % koopvlucht 12,8% 48,9% 27,3%
  35. 35. % koopattractie
  36. 36. INPLANTING DIEST
  37. 37. INPLANTING DIEST
  38. 38. 50,6% 93,2% 62,1%totaal
  39. 39.  koopattractie - Diest
  40. 40.  koopattractie - Hasselt
  41. 41. centrum inwoners grootte (m2) periodieke (%) periodieke (m2) Hasselt 76.000 85.000 70% 60.000 Leuven 98.000 81.000 66% 53.000 Diest 23.000 21.000 56% 12.000
  42. 42. VERGELIJKING HASSELT & DIEST Hasselt: n = 153 Diest: n = 75
  43. 43. fun shopping: “the winner takes it all”
  44. 44. RUN SHOPPING: EFFICIENCY RULES
  45. 45. AGENDA 1. omni-channel 2. physical stores: why? 3. physical stores: where? 4. formats: a couple of cases 5. conclusion
  46. 46. FORMATS: A COUPLE OF CASES sales logistics service & advice awareness brand image showroom which functions?
  47. 47. AGENDA 1. omni-channel 2. physical stores: why? 3. physical stores: where? 4. formats: a couple of cases 5. conclusion
  48. 48. ‘Dit boek biedt een stevig conceptueel kader én heel concrete handvatten! Een echte must voor al wie begaan is met de toekomst van retail!’ Wouter Torfs, CEO Schoenen Torfs ‘Eindelijk een boek waarin niet de techniek maar de klant centraal staat. Gino beschrijft duidelijk, prikkelend en uitdagend hoe retailers hiermee moeten omgaan. “Verplicht stellen voor alle medewerkers in de retail”, zou ik zeggen.’ Rob Berns, CEO Kwantum
  49. 49. 20% 24% 80% 76% female male no yes “do you shop online?” (US teens) source: PiperJaffray / PEW Research spring 2013
  50. 50. 78% 75% 22% 25% female male in stores online “do you prefer to shop online or in stores?” (US teens) source: PiperJaffray / PEW Research spring 2013
  51. 51. CONCLUSION sales logistics service & advice awareness brand image showroom where, which functions & how many?
  52. 52. “I’ve failed over and over, and that is why I succeed”
  53. 53. CONCLUSION 8 Prof. Gino Van Ossel Retail management E-commerce & omni-channel Shopper & trade marketing Channel management gino.vanossel@vlerick.com @ginovanossel

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