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Building a True Customer Experience through Integrating Retail Channels 1 Jan 2014

The Retail Future State, It's ALL About Customer Experience

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As retail is moving more and more online, there is still a place for the bricks and mortar equivalent. The two channels need to be integrated seamlessly to succeed. This presentation demonstrates how that can be done through deeply understanding the market and by placing the Customer Experience at the centre.

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Page 1: The Retail Future State, It's ALL About Customer Experience

Building a True Customer Experience through Integrating Retail Channels

1 Jan 2014

Page 2: The Retail Future State, It's ALL About Customer Experience

“The major cause of disruption is the rapid advancement of technology and

globalisation, which allows new business models to be introduced at an ever-increasing rate and with rapidly

declining costs. The truth is, at this very moment your company is most likely either disrupting other companies or being disrupted.” Forbes Magazine,

April 2013

Page 3: The Retail Future State, It's ALL About Customer Experience

What market shifts have lead to where we are…

Technology Consumers Payment Systems

Page 4: The Retail Future State, It's ALL About Customer Experience

Online literacy

Internet speed

Security / convenience

…And online shopping is set to grow further still

Page 5: The Retail Future State, It's ALL About Customer Experience

Pre-digital value chain

Distribution Monetisation ExperienceProperty Rights Products

Creation

Consumption

Source: Scott Dinsdale, Accenture 2013

Page 6: The Retail Future State, It's ALL About Customer Experience

Emerging digital landscape

Distribution Monetisation ExperienceProperty Rights Products

Source: Scott Dinsdale, Accenture 2013

Page 7: The Retail Future State, It's ALL About Customer Experience

Source: Gabay, J. Jonathan, 2000. Successful Cybermarketing in a Week

The digital adoption has come at an unprecedented rate

Time taken to attract 50 million users...

Wireless 38 years

Television13 years

Internet4 years

Page 8: The Retail Future State, It's ALL About Customer Experience

The spike in mobile devices leads to an increase m-commerce

Next is wearable devices

Page 9: The Retail Future State, It's ALL About Customer Experience

The Internet of things

Page 10: The Retail Future State, It's ALL About Customer Experience
Page 11: The Retail Future State, It's ALL About Customer Experience

As consumers become more comfortable with transacting online newer devices are created: m-commerce and Smart TVs providing t-commerce

Page 12: The Retail Future State, It's ALL About Customer Experience

Online retailing in Australia

Revenue: $12.4bn

Annual growth: 24.1%

Profits: $481.7m

Businesses: 38,594

Source: IBISworld

Page 13: The Retail Future State, It's ALL About Customer Experience

Australian retailers are not only competing with each other but overseas retailers as well…

…and they are intensifying (more retailers are emerging)

When the Australian dollar is expected to falls, the demand for our retail products increase

Page 14: The Retail Future State, It's ALL About Customer Experience

Men spent an average of $229 on online goods a month,

while women spent $204.

Page 15: The Retail Future State, It's ALL About Customer Experience

90% of all online transactions in the past year were for products under $100

Page 16: The Retail Future State, It's ALL About Customer Experience

How the retail business model is changing

Page 17: The Retail Future State, It's ALL About Customer Experience

Those who survive will have differentiated themselves and engaged with a loyal fan base

Page 18: The Retail Future State, It's ALL About Customer Experience

Any advantages for Australian retailers?

Page 19: The Retail Future State, It's ALL About Customer Experience

Its not just about being seamless across channelsIt’s about seamless integration across the business

Moving to omni-channel marketing

Mobile

Product experts

Online

In-store

Page 20: The Retail Future State, It's ALL About Customer Experience

Phones are now used as price comparison tools at the point of sale

Consumers will abandon the purchase if they find it cheaper online

Compare in-store

Page 21: The Retail Future State, It's ALL About Customer Experience

Innovative apps that tie-in real life and virtual together

Page 22: The Retail Future State, It's ALL About Customer Experience

App to try on clothes online

Rate them on Social Media

Try it on in-store with a

professional stylist Now that you know the fit

– follow on Social Media sites such as Instagram

Meet Angela

Page 23: The Retail Future State, It's ALL About Customer Experience

Angela looks for shoes she loves online.Stores that do well carry a wide range, good price and are easy to purchase

AND THERE ARE MANY OFFERING THIS

Those that break through also offer…

….fast delivery with free shipping and returns

Size 37

Size 38

Size 39

Shoe size 7½

They way she shops…

Page 24: The Retail Future State, It's ALL About Customer Experience

Business Models

Modularise

Offer limited range

Customers build their options

Priced according to their final configuration

Page 25: The Retail Future State, It's ALL About Customer Experience

Tapped into the insight that some customers just want to go away for a weekend/ short

getaway and don’t know where to go

EXPEDIA

It all start with tapping into the customer insight

Page 26: The Retail Future State, It's ALL About Customer Experience

Invite your girlfriends and have a girls night in, courtesy of (insert luxury women’s label or department store here) With catwalk, nibbles, shoes, bags and stylists to provide guidelines to choosing the right styles and colours for you and how to accessorise. Personalised fittings, photo shoot and catwalks.

Theme in relation to Spring Racing Carnival, Valentines’ Day, Weddings, Birthdays, Hen’s parties … go viral on Social Media

Creating the customer experience

Page 27: The Retail Future State, It's ALL About Customer Experience

Fresh produce. Educate consumers on the various types, origin, food process, food matching and cooking lessons.

Add some visual appeal, create a museum or barn yard and get people talking about it and even eating there.

Stimulate the senses.

Fresh produce experience

Page 28: The Retail Future State, It's ALL About Customer Experience

Pop-up stores to bring online retail to life

Page 29: The Retail Future State, It's ALL About Customer Experience

Success measures are changing….

Less about stock being moved

More about……

Experience,

knowledge and

Assistance

Business models need to change

Page 30: The Retail Future State, It's ALL About Customer Experience

For fresh ideas and thinking contact us at:

[email protected] today

For more information on our services go to

www.marketintelligenceagency.com.au

THANK-YOU