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Total Retail A change is underway
www.pwc.com
Strictly Private and Confidential
5. February 2014
PwC
5. February 2014
The emerging trends
Total Retail - a change is underway •
6
Indian Customer
My favourite retailer: The customer is
still deciding
Leveraging the best of
both worlds
Why do customers buy online or in-
store? The ‘social’
usage of social media
Smart phones and tablets: The game-changers
PwC
5. February 2014
My favourite retailer: The customer is still deciding
Our respondent shopped with 2-5 retailers when they shopped in-store
…this went up to more than 10 when they shopped with on-line only retailers
….and was only one when it was a multi-channel
retailer
PwC
5. February 2014
Leveraging the best of both worlds: The line is blurring
Customers are browsing in-store, buying on-line and vice-versa but wanting to return in-store
Return policies are driving buying decisions
The on-line shopper is getting more confident of
buying newer categories
PwC
5. February 2014
PwC
5. February 2014
Why are customers buying in-store ?
PwC
5. February 2014
Why are customers buying in-store ?
0%
5%
12%
24%
31%
33%
36%
50%
67%
0% 20% 40% 60% 80%
I don't have good access to the…
Prefer to shop over the phone
I don't have good broadband speed
I don't have a credit/debit card
I don't trust online payment…
I'm worried about the security of…
I don't trust the delivery process
I just prefer to shop in-store
I prefer to touch/try the product
PwC
5. February 2014
The ‘social’ in social media
PwC
5. February 2014
Smartphones and tablets : The game changers
PwC
5. February 2014
Unified brand story across all channels that promises a consistent superior customer
experience facilitated by agile and innovative technologies
Total Retail
PwC
5. February 2014
The emerging business model considerations
The information contained in this document is provided 'as is', for general guidance on matters of interest only. PricewaterhouseCoopers is not herein engaged in
rendering legal, accounting, tax, or other professional advice and services. Before making any decision or taking any action, you should consult a competent
professional advisor.
© 2014 PricewaterhouseCoopers Private Limited. All rights reserved. In this document, “PwC” refers to PricewaterhouseCoopers Private Limited (a limited
liability company in India), which is a member firm of PricewaterhouseCoopers International Limited, each member firm of which is a separate legal entity.
www.pwc.co.in
Rachna Nath Retail and Consumer Leader PwC India [email protected]
