Connected customer

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Information about Connected customer
Technology

Published on March 5, 2014

Author: darkopavic

Source: slideshare.net

Darko Pavic Service Plus Group

10 Years of CREATIVE RETAILING The world is changing – we are changing! 10% yearly increas of internet users world wide In Croatia there are 2,24 Milion Internet users - This is 1022% more then in the year 2000

10 Years of CREATIVE RETAILING Evolution + + 1996 1994 + 11.11.2013 World Record: transactions/24h Value 3,5 Billion €

10 Years of CREATIVE RETAILING 77% people in Germany are using internet regulary (90% in Scandinavia) Internet usage in Min/Day in Germany 250 200 150 2012 100 2013 50 0 14-29 years old 30-49 years old over 50 years old

10 Years of CREATIVE RETAILING The Connected Customer % of people who are using following services weekly Search engines E-Mails Searching for product information and offers Only “surfing around” Online communities/Social networks Chatting Music/Video 14 - 29 Years old 90 80 80 57 76 59 33 30 - 49 years old 87 85 77 45 38 20 9

10 Years of CREATIVE RETAILING The Connected Customer % of people are using daily social networks for Daily Posting and exchange of messages 43 Private messages 34 Reading news from personal network 33 Looking at pictures/ watching videos 15 Searching for new contacts 7 The social networks are “Private Networks”

10 Years of CREATIVE RETAILING Facebook – Let’s see some facts 1,15 billions of active users 819 millions monthly active users using mobile devices (phones and tablets) More then 1 million advertising companies More the 18 million companies with own pages Mobile app „Facebook for Every Phone“ has more than 100 million users 350 millions of images are uploaded daily (in average) Average time spent on facebook per user is 20 minutes Average time spent monthly on facebook is 8.3 hours Total average duration of youtube movies which are shown on facebook are 500 days (Source: Facebook, 2013)

10 Years of CREATIVE RETAILING My typical day

10 Years of CREATIVE RETAILING Who we are? • • • • • • • • • • • • • An average family has 4 members and more then 12 internet enabled devices Some of us are checking own messages directly after sleep Instead of newspapers we are using tablets to read news We spend most of our office time online We are reading news from our social network daily We are posting on social networks daily We are sending more messages than talking on the phone In the restaurant we are searching for free WiFi We are checking product informations online We are checking prices before we go to the store If we are waiting at the checkout queue we are checking if there is free WiFi We are tracking all our activities with apps and GPS We like to show/expose ourselves

10 Years of CREATIVE RETAILING Who we are? = In the restaurants we give gaming consoles to our children. Just to get them quiet.

10 Years of CREATIVE RETAILING We are “Connected Customers”

10 Years of CREATIVE RETAILING Mobile Revolution 91% of the world`s population have got a mobile phone 56% of them have a smartphone 50% of all smartphone owners are using it as a major device for internet access

10 Years of CREATIVE RETAILING The Connected Customer “ Today half of shoppers who buy products online first checked them out in a traditional store Minneapolis-based research firm ClickIQ Inc “

10 Years of CREATIVE RETAILING Reactions on Robo/Showrooming Removed all universal barcodes from items to avoid ROBO Removed all Kindles (Amazon) Better: Do it with customer (e.g. offer free WiFi and own Apps)

10 Years of CREATIVE RETAILING The Connected Customer Chance Challenge Connected customers Connected customers Spend 82% more LIKE TO SHOP ONLINE per transaction than non-ROBO customers German online retail is growing 13% annually (now 10-15% of all retail sales)

10 Years of CREATIVE RETAILING Our demands are different.

10 Years of CREATIVE RETAILING Meeting demands of Connected Customer Assistive Retail Technology (ART) helps retailers to sell smarter Assistive Consumer Technology (ACT) helps customers to shop smarter Retailtainment Enhance the in-store experience by using entertainment

10 Years of CREATIVE RETAILING Connected POS Techology for Connected Customer Web 1.0 Connecting Information e.g. Diesel connected Changing rooms Web 2.0 Connecting People Web 3.0 Connecting Devices Multi chanel retailing becomes just retailing e.g. Sephora Smart tags e.g. Burberry Smart mirrors

10 Years of CREATIVE RETAILING The Future is now

10 Years of CREATIVE RETAILING Connected Retail

10 Years of CREATIVE RETAILING The Connected Customer Major driver of Connected Retail is the “Connection” Connection = Social interaction

10 Years of CREATIVE RETAILING There are only two possible strategies “Putting water-coolers next to tills” Helping people to connect where they buy (e.g.link social media and ecommerce) “Putting tills next to water-cooler” Helping people to buy where they connect (e.g. embed online stores in social media)

10 Years of CREATIVE RETAILING Retailers and social networks 73% retailers worldwide are using social networks Retailers in USA are mostly using/following social networks 100.00% 90.00% 80.00% 70.00% 60.00% 50.00% 40.00% 30.00% 20.00% 10.00% 0.00% Facebook Linkedin Twitter Google+ Pinterest

10 Years of CREATIVE RETAILING Retailers and social networks These retailers in USA believe that they get their customers from social networks 100.00% 90.00% 80.00% 70.00% 60.00% 50.00% 40.00% 30.00% 20.00% 10.00% 0.00% Facebook Linkedin Twitter Google+ Pinterest

10 Years of CREATIVE RETAILING Best buy • 6,9 million likes/fans of the Facebook page • 19800 talking about • 2 posts daily How interesting is their Facebook page: 0,287 %

10 Years of CREATIVE RETAILING Best buy

10 Years of CREATIVE RETAILING Best buy How interesting are average posts of Best Buy: Likes: 0,0217% Shares: 0,00159 %

10 Years of CREATIVE RETAILING Tesco • 1,3 million likes/fans of the Facebook page • 9200 talking about • 1 post daily How interesting is their Facebook page: 0,707%

10 Years of CREATIVE RETAILING Tesco

10 Years of CREATIVE RETAILING Tesco How interesting are average posts of Tesco: Likes: 0,0923 Shares: 0,0115

10 Years of CREATIVE RETAILING Starbucks • 36,1 million likes/fans of the Facebook page • 295000 talking about • 1 post every 7-9 days How interesting is their Facebook page: 0,817%

10 Years of CREATIVE RETAILING Starbucks

10 Years of CREATIVE RETAILING Starbucks How interesting are average posts of Starbucks: Likes: 2,21% Shares: 0,0831%

10 Years of CREATIVE RETAILING On the other side – Red Bull • 42 million likes/fans of the Facebook page • 287000 talking about • 2 posts daily How interesting is their Facebook page: 0,68%

10 Years of CREATIVE RETAILING On the other side

10 Years of CREATIVE RETAILING On the other side How interesting are average posts of Red Bull: Likes: 0,452% Shares: 0,119%

10 Years of CREATIVE RETAILING On the other side • 61000 likes/fans of the Facebook page • 500000 talking about • 7-10 posts daily How interessting is their Facebook page: 819,67%

10 Years of CREATIVE RETAILING On the other side How interesting are average posts of Blom Medien: Likes: 14,59% Shares: 13,11%

10 Years of CREATIVE RETAILING Overview Likes/Fans 6,9 M 1,3 M 36,1 M 42 M 61 T Interest 0,28% 0.7% 0,81% 0,68% 819,67% Average Likes Per Post 0,02% 0,09% 2,21% 0,45% 14,59% Average Shares Per Post 0,001% 0,01% 0,08% 0,11% 13,11%

10 Years of CREATIVE RETAILING But it is not the question of “getting” the customer (This was yesterday) Social Networks are “private” networks Social Networks are the biggest customer loyalty application in the world

10 Years of CREATIVE RETAILING It has to be smart • Interact and Involve (e.g. questions and contests) • Wake up Emotions (e.g. show pats) • Give your customers what they really like

10 Years of CREATIVE RETAILING It has to be smart • Create added value • Product photos reimagined • Product hacks

The last step to go 10 Years of CREATIVE RETAILING Remove the borders between multichannels and bring the social networking into the store

10 Years of CREATIVE RETAILING “What you will see with rapid data and social sharing is the death of the average and the era of you. Business will be able to truly serve the individual.” Ginni Rometty, CEO IBM

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