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The Fes'val of NewMR 2014 would not be possible without our sponsors. Thanks to:
Our Pla'num Sponsor for 2014
Silver Sponsors
Session Sponsors
Media Partner Fes'val Supporters
• Schlesinger Associates • GMI • krea
The Fes'val of 2014
Erica van Lieven, Helen Bakewell, Australia Fes=val of NewMR, December 2014
Future of Retail
2014 Pla=num Sponsor
Erica van Lieven Managing Director, Direc'onFirst Australia
Helen Bakewell Strategic Research Manager, AMP Capital Shopping Centres Australia
Erica van Lieven, Helen Bakewell, Australia Fes=val of NewMR, December 2014
Erica van Lieven, Helen Bakewell, Australia Fes=val of NewMR, December 2014
80% of Australians love going shopping!
Erica van Lieven, Helen Bakewell, Australia Fes=val of NewMR, December 2014
Erica van Lieven, Helen Bakewell, Australia Fes=val of NewMR, December 2014
73% of Australians still go shopping at least once a week
Erica van Lieven, Helen Bakewell, Australia Fes=val of NewMR, December 2014
The research journey
Retailer crowd sourcing and collabora=on
Consumer Consul=ng Board
Na=onal quan=ta=ve survey
Interac=ve retailer website with short ques=onnaire
interested and interes=ng consumers from across the AMP porNolio
1000 Australian and 500 New Zealand shoppers
Omni Channel communica=on delivery to retailers using visual website and video
Omni Channel Communica=on
Erica van Lieven, Helen Bakewell, Australia Fes=val of NewMR, December 2014
Retailer crowd sourcing
Erica van Lieven, Helen Bakewell, Australia Fes=val of NewMR, December 2014
Erica van Lieven, Helen Bakewell, Australia Fes=val of NewMR, December 2014
Interested & Engaged shoppers
The Shopperva'on Community -‐ who we spoke to
Erica van Lieven, Helen Bakewell, Australia Fes=val of NewMR, December 2014
Workshop
Looking through different eyes Finding/iden=fying interes=ng trends Weighing it up Understanding the meaning of value Back and forth in 'me Exploring past, present and future trends
Week 1: Looking with different eyes
Erica van Lieven, Helen Bakewell, Australia Fes=val of NewMR, December 2014
Memorable moments Exploring how to create valuable and memorable moments for customers Something to inspire you Inspira=onal links to explore
Cool ideas or trends Exploring ideas and trends
Ongoing – Trend spoVng corner
Erica van Lieven, Helen Bakewell, Australia Fes=val of NewMR, December 2014
The Café
11
The par'cipants’ own topics: ChaUng together, unmoderated
Erica van Lieven, Helen Bakewell, Australia Fes=val of NewMR, December 2014
Longer engagement with consumers…
First impressions to second thoughts
A speed date to a rela'onship
Why does AMP work in this way?
Erica van Lieven, Helen Bakewell, Australia Fes=val of NewMR, December 2014
Erica van Lieven, Helen Bakewell, Australia Fes=val of NewMR, December 2014
RECOMMENDATION Give shoppers the opportunity to determine future product ranges, give them recognition for their contribution and keep them informed#
1!
Erica van Lieven, Helen Bakewell, Australia Fes=val of NewMR, December 2014
RECOMMENDATION Give shoppers the opportunity to determine future product ranges, give them recognition for their contribution and keep them informed#
1!
RECOMMENDATION Provide opportunities for shoppers to customise and personalise products#
2!
Erica van Lieven, Helen Bakewell, Australia Fes=val of NewMR, December 2014
RECOMMENDATION Give shoppers the opportunity to determine future product ranges, give them recognition for their contribution and keep them informed#
1!
RECOMMENDATION Provide opportunities for shoppers to customise and personalise products#
2!
RECOMMENDATION Involve shoppers in creating their own in-store experience, including influence over the atmosphere, design or service provided#
3!
Erica van Lieven, Helen Bakewell, Australia Fes=val of NewMR, December 2014
Erica van Lieven, Helen Bakewell, Australia Fes=val of NewMR, December 2014
RECOMMENDATION Facilitate bringing like- minded shoppers together through activities and events, online communities or clubs#
1!
Erica van Lieven, Helen Bakewell, Australia Fes=val of NewMR, December 2014
RECOMMENDATION Facilitate bringing like- minded shoppers together through activities and events, online communities or clubs#
1!
RECOMMENDATION Provide customers up-front with the benefits in joining your database and clearly outline what their information is being used for#
2!
Erica van Lieven, Helen Bakewell, Australia Fes=val of NewMR, December 2014
RECOMMENDATION Facilitate bringing like- minded shoppers together through activities and events, online communities or clubs#
1!
RECOMMENDATION Provide customers up-front with the benefits in joining your database and clearly outline what their information is being used for#
2!
RECOMMENDATION Give customers the option to determine how and when they are contacted by you and abide by these boundaries#
3!
Erica van Lieven, Helen Bakewell, Australia Fes=val of NewMR, December 2014
Erica van Lieven, Helen Bakewell, Australia Fes=val of NewMR, December 2014
RECOMMENDATION Retailers should play an active role in helping shoppers navigate through all the information available to them. For example; give shoppers access to honest and expert opinions, product ratings, or highlight what’s most ‘popular’ on social media or online#
1!
Erica van Lieven, Helen Bakewell, Australia Fes=val of NewMR, December 2014
RECOMMENDATION Retailers should play an active role in helping shoppers navigate through all the information available to them. For example; give shoppers access to honest and expert opinions, product ratings, or highlight what’s most ‘popular’ on social media or online#
1!
RECOMMENDATION Provide a seamless and helpful experience from online to in store and vice versa and utilise technology to provide a useful service to shoppers#
2!
Erica van Lieven, Helen Bakewell, Australia Fes=val of NewMR, December 2014
RECOMMENDATION Retailers should play an active role in helping shoppers navigate through all the information available to them. For example; give shoppers access to honest and expert opinions, product ratings, or highlight what’s most ‘popular’ on social media or online#
1!
RECOMMENDATION Provide a seamless and helpful experience from online to in store and vice versa and utilise technology to provide a useful service to shoppers#
2!
RECOMMENDATION Provide a service that helps to solve a customer’s problem, give them honest advice on how well your product will suit their needs, and go the extra mile to show them how much you want to help#
3!
Erica van Lieven, Helen Bakewell, Australia Fes=val of NewMR, December 2014
Erica van Lieven, Helen Bakewell, Australia Fes=val of NewMR, December 2014
RECOMMENDATION Give customers the opportunity to genuinely interact with your products without any pressure to buy, and demonstrate the product being made or used#
1!
Erica van Lieven, Helen Bakewell, Australia Fes=val of NewMR, December 2014
RECOMMENDATION Give customers the opportunity to genuinely interact with your products without any pressure to buy, and demonstrate the product being made or used#
1!
RECOMMENDATION Surprise and delight customers through unexpected experiences or special offers such as gifts, rewards or sampling#
2!
Erica van Lieven, Helen Bakewell, Australia Fes=val of NewMR, December 2014
RECOMMENDATION Give customers the opportunity to genuinely interact with your products without any pressure to buy, and demonstrate the product being made or used#
1!
RECOMMENDATION Surprise and delight customers through unexpected experiences or special offers such as gifts, rewards or sampling#
2!
RECOMMENDATION Give your shoppers a sensory journey through activations such as distinctive fragrances, creative and inspiring in-store designs, or customised music, to differentiate and reflect your brand identity#
3!
Erica van Lieven, Helen Bakewell, Australia Fes=val of NewMR, December 2014
Erica van Lieven, Helen Bakewell, Australia Fes=val of NewMR, December 2014
RECOMMENDATION Use loyalty programs to make your customers feel truly valued; reward points and special offers continue to be highly regarded by shoppers#
1!
Erica van Lieven, Helen Bakewell, Australia Fes=val of NewMR, December 2014
RECOMMENDATION Use loyalty programs to make your customers feel truly valued; reward points and special offers continue to be highly regarded by shoppers#
1!RECOMMENDATION Earning loyalty goes beyond a loyalty card; initiate meaningful and helpful gestures, services and experiences#
2!
Erica van Lieven, Helen Bakewell, Australia Fes=val of NewMR, December 2014
RECOMMENDATION Use loyalty programs to make your customers feel truly valued; reward points and special offers continue to be highly regarded by shoppers#
1!RECOMMENDATION Earning loyalty goes beyond a loyalty card; initiate meaningful and helpful gestures, services and experiences#
2!RECOMMENDATION Surprise your customers with unexpected rewards or treats when they visit#
3!
Erica van Lieven, Helen Bakewell, Australia Fes=val of NewMR, December 2014
“…I’m very excited to be part of creating Better shopping experiences…”
Erica van Lieven, Helen Bakewell, Australia Fes=val of NewMR, December 2014
2014 Pla=num Sponsor
Thank You
Erica van Lieven Managing Director, Direc'onFirst Australia
Helen Bakewell Strategic Research Manager, AMP Capital Shopping Centres Australia
The Fes'val of NewMR 2014 would not be possible without our sponsors. Thanks to:
Our Pla'num Sponsor for 2014
Silver Sponsors
Session Sponsors
Media Partner Fes'val Supporters
• Schlesinger Associates • GMI • krea
The Fes'val of 2014
Erica van Lieven, Helen Bakewell, Australia Fes=val of NewMR, December 2014
Erica van Lieven Managing Director, Direc'onFirst Australia
Helen Bakewell Strategic Research Manager, AMP Capital Shopping Centres Australia
Email: erica.vanlieven@direc'onfrst.com Web: www.direc'onfirst.com Twi^er: @erica_dfirst LinkedIn: linkedin.com/in/ericavanlieven
Email: [email protected] Web: www.ampcapitalshoppingcentres.com.au LinkedIn: au.linkedin.com/pub/helen-‐bakewell/19/566/b47
Thank You
