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DeloitteCanada is on Twitter #RetailOutlook
Retail Outlook 2010
How mobile apps and social
networks are transforming retail
February 10, 2010
DeloitteCanada is on Twitter #RetailOutlook
Retail Outlook 2010
• Retail trends
• The social media revolution
• Panel discussion
• Closing
DeloitteCanada is on Twitter #RetailOutlook
Retail trends
3
• Social responsibility
• Adapting to volatility
• Customer experience
• Growth shifts away
from North America
• Shopper marketing
• Cost reduction
• Customer values
• Differentiation
• Resetting customer
behaviour
• Social networking and
retailing
• Rationalizing assortment
• Shifting global landscape
Changing nature
of retail
Preparing for
economic recovery
Convergence of
social networks
& mobile apps
2008 2009 2010
DeloitteCanada is on Twitter #RetailOutlook
The social media revolution
4
http://www.youtube.com/watch?v=sIFYPQjYhv8
DeloitteCanada is on Twitter #RetailOutlook
Retailers will need to increase the number of customer touch points
5
Social
Networking
Mobile Apps
Location-based
services
Customer centric/
multi-touch points
Source: Deloitte analysis
Complexity / Cost
Po
ten
tial
retu
rn /
payo
ff
Mobile
Websites &
Tags
DeloitteCanada is on Twitter #RetailOutlook
Retailers must have presence on social networking sites
DeloitteCanada is on Twitter #RetailOutlook
Mobile sites and Tags are here
http://www.microsoft.com/tag/content/what/
DeloitteCanada is on Twitter #RetailOutlook
Mobile apps are revolutionizing retail
DeloitteCanada is on Twitter #RetailOutlook
Location-based services bring the customers to you
http://cnettv.cnet.com/yelp-iphone-4-0/9742-1_53-50082571.html
DeloitteCanada is on Twitter #RetailOutlook
Multiple customer touch points is IN… Multi-channel is OUT
10
Customer
Social
networks
Mobile
websites
& Tags
Mobile
appsLocation
-based
service
Customer
centric / multi-
touch points
Traditional
Retail
Web
DeloitteCanada is on Twitter #RetailOutlook
Customer centric retail experience of the future
http://www.youtube.com/watch?v=9AJi2aqPyA0
DeloitteCanada is on Twitter #RetailOutlook
Social networks and mobile applications are
transforming retail…Are you ready?
12
Social
Networking
Mobile Apps
Location-based
services
Customer centric/
multi-touch points
Source: Deloitte analysis
Complexity / Cost
Po
ten
tial
retu
rn /
payo
ff
Mobile
Websites &
Tags
DeloitteCanada is on Twitter #RetailOutlook
ContactsBrent Houlden
Retail Practice Leader
416-643-8788
Jennifer Lee
Senior Manager, Financial Advisory
416-874-3344
Teresa D’Alessandro
Senior Manager, Marketplace Services
416-643-8435
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