advertisement

Ps258 2014 Trends in multichannel retail - keynote for ScotlandIS, February 2014

50 %
50 %
advertisement
Information about Ps258 2014 Trends in multichannel retail - keynote for ScotlandIS,...
Business & Mgmt

Published on February 16, 2014

Author: ikj

Source: slideshare.net

Description

I gave a presentation to the ScotlandIS eCommerce Conference in Glasgow, February 2014, on the trends in eCommerce and multichannel retailing.

This was followed by a Q&A and panel discussion, details of which are available on the ScotlandIS website.
advertisement

Trends 2014 Connecting with the Connected Customer 10 trends for multichannel retailers in 2014 COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014

Trends ! ! 1. Mobile, mobility and Tablets! 2. Delivery! 3. Click and Collect! 4. IRIS! 5. Seamlessness COPYRIGHT ianjindal.com and InternetRetailing.net ! 6. Staff! 7. Social inside the business ! 8. B2C - Brand to Consumer! 9. Product! 10. Total Retail [TM] February 13, 2014

Ian Jindal @etail @ianjindal ! COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014

No silos ! COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014

1 Mobile and mobility ! Always, always on… COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014

Mobile, mobile everywhere
 
 European Smartphone users (%)! 2013 MobiLens research COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014

TITLE Mobile and tablet use - while watching TV! COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014

TITLE Mobile will be 61% of web traffic by 2016! •  Twitter - 2.1bn searched a day; 80% mobile •  YouTube - 100hrs/minute uploaded, 1 Billion users/month; 25% mobile •  Facebook - 70% of activity photo-based; 70% mobile ! COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014

TITLE Touch-first design! COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014

TITLE Touch-first design - House of Fraser
 Swipe-able; touchable…! COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014

2 Delivering ! … on our promises COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014

TITLE Delivery promise is a key aspect of selling! COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014

Delivery promise is a key aspect of selling! Customers Retailers •  46% abandon due to delivery concerns (IMRG) •  50% looks for delivery data when they start to shop •  80% want progress updates after purchase (SMS and Email - 89% preference)! •  •  •  •  COPYRIGHT ianjindal.com and InternetRetailing.net 72% - next day 44% - click and collect 18% - 6pm for next day Amazon - Sunday delivery trials February 13, 2014

Collection – beyond store and home! Amazon lockers in malls! COPYRIGHT ianjindal.com and InternetRetailing.net Collect+ Kiala convenience stores February 13, 2014

3 Click and Collect ! Let s make it about you COPYRIGHT ianjindal.com and InternetRetailing.net 17 February 13, 2014

25% of online orders are for collection in store, but…! Halfords – 86% of orders are for click and collect! COPYRIGHT ianjindal.com and InternetRetailing.net Significant impact on store infrasture February 13, 2014

TITLE Click and collect – more than a button!! COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014

TITLE Web to store integration! COPYRIGHT ianjindal.com and InternetRetailing.net 20 February 13, 2014

TITLE Multichannel customers are worth 4x - an additional advantage of click and collect! •  Multichannel customer worth circa 4x a single-channel customer! •  Some retailers now saying 8~12x! •  1 in 3 customers who collect in store but other products! •  1 in 3 returns customers spend more than the returns value! Source: Aberdeen; interviews; JC Williams Group; McKinsey analysis COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014

4 In-store ! Digital renaissance of the store COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014

The store is important to our customers! The store is used to fulfil and to inspire! Customers use of channels •  44% always check online first! 75% •  65% check store first! 65% •  87% see multi-channels as important COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014

Mobile in store
 
 European Smartphone users (%)! 2013 MobiLens research COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014

Digital is in-store! John Lewis - StyleMe! COPYRIGHT ianjindal.com and InternetRetailing.net Significant impact on store infrasture February 13, 2014

Digital is in-store! COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014

TITLE 28 COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014

Store, data, social…! COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014

5 Seamless ! Mind the gap COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014

6 STAFF ! The way they make you feel COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014

TITLE Impact of store employees on purchasing! Be as empowered as our customers Knowledge as a key indicator within customer satisfaction. COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014

Social inside the business 7 COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014 !

COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014

8 B2C ! Brands to customer COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014

TITLE COPYRIGHT ianjindal.com and InternetRetailing.net 36 February 13, 2014

9 COPYRIGHT ianjindal.com and InternetRetailing.net Product love ! February 13, 2014

COPYRIGHT ianjindal.com and InternetRetailing.net 38 February 13, 2014

COPYRIGHT ianjindal.com and InternetRetailing.net 39 February 13, 2014

COPYRIGHT ianjindal.com and InternetRetailing.net 40 February 13, 2014

10 COPYRIGHT ianjindal.com and InternetRetailing.net Other trends ! 41 February 13, 2014

10 Other trends ! International, Internet of Things, Big Data, Insight, Wearable Technology … many more – but we’re talking about now… COPYRIGHT ianjindal.com and InternetRetailing.net 42 February 13, 2014

10 TOTAL RETAIL [tm] COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014 !

Trend -> action ! •  Body Level One! –  Body Level Two! •  Body Level Three! –  Body Level Four! »  Body Level Five COPYRIGHT ianjindal.com and InternetRetailing.net •  Customers are driving us ! •  Make and deliver promises digitally, in store, delivery! •  Seamless execution! •  People, process, technology! –  Training and empowerment! –  Capability at every touchpoint! –  Seamless data! •  Customer experience under your brand! 44 February 13, 2014

TITLE Thank you ! •  www.ianjindal.com! •  ian@jindal.net! •  @ianjindal! •  •  •  •  COPYRIGHT ianjindal.com and InternetRetailing.net www.internetretailing.net! www.internetretailingawards.com! www.internetretailingconference.net! @etail! February 13, 2014

Add a comment

Related presentations

Canvas Prints at Affordable Prices make you smile.Visit http://www.shopcanvasprint...

30 Días en Bici en Gijón organiza un recorrido por los comercios históricos de la ...

Con el fin de conocer mejor el rol que juega internet en el proceso de compra en E...

With three established projects across the country and seven more in the pipeline,...

Retailing is not a rocket science, neither it's walk-in-the-park. In this presenta...

What is research??

What is research??

April 2, 2014

Explanatory definitions of research in depth...

Related pages

Keynote for ScotlandIS's eCommerce Conference - Ian ...

... Ps258 2014 … I was pleased to ... Ps258 2014 Trends in multichannel retail – keynote for ScotlandIS, February 2014 from Ian Jindal. Tweet
Read more

Multichannel Retail | LinkedIn

Multichannel Retail and Multichannel customers Views 97 views...were doing mainly traditional retail software, with a portfolio ranging from traditional ...
Read more

Ian Jindal - Leadership and transformation in multichannel ...

I was pleased to give the keynote address to the ... Ps258 2014 Trends in multichannel retail ... keynote for ScotlandIS, February 2014 from Ian Jindal.
Read more

Future Trends In Retail (INFOGRAPHIC) - Augmented Reality ...

Forbes recently posted a great infographic showing future trends in retail including virtual dressing rooms. This corresponds to other data we have been ...
Read more

EBA CONSUMER TRENDS REPORT 2014 - Home - European Banking ...

EBA CONSUMER TRENDS REPORT 2014 28 FEBRUARY 2014. ... retail sector is preparing for payments via Near Field ... EBA CONSUMER TRENDS REPORT 2014
Read more

Retail News - Multichannel Retailing, Multichannel Retail

Breaking news on retail, e-tail and multichannel ... Tuesday February ... performing online retail site in Q3 2014 as it earns its place ...
Read more