Presentation by PWC on Total Retail a change is underway.

1. www.pwc.com
Total Retail
A change is underway
Strictly Private
and Confidential
5. February 2014

2. The emerging trends
Leveraging
the best of
both worlds
My favourite
retailer: The
customer is
still deciding
Total Retail - a change is underway •
PwC
Why do
customers buy
online or instore?
Indian
Customer
The ‘social’
usage of social
media
Smart phones
and tablets:
The gamechangers
5. February 2014
6

3. 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
5. February 2014
PwC

4. Leveraging the best of both worlds: The line is blurring
Customers are
browsing instore, buying online and viceversa but
wanting to
return in-store
Return policies
are driving
buying decisions
The on-line
shopper is getting
more confident of
buying newer
categories
5. February 2014
PwC

5. 5. February 2014
PwC

6. Why are customers buying in-store ?
5. February 2014
PwC

7. Why are customers buying in-store ?
I prefer to touch/try the product
67%
I just prefer to shop in-store
50%
I don't trust the delivery process
36%
I'm worried about the security of…
33%
I don't trust online payment…
31%
I don't have a credit/debit card
24%
I don't have good broadband speed
12%
Prefer to shop over the phone
5%
I don't have good access to the… 0%
0%
20%
40%
60%
80%
5. February 2014
PwC

8. The ‘social’ in social media
5. February 2014
PwC

9. Smartphones and tablets : The game changers
5. February 2014
PwC

10. Total Retail
Unified brand story across all channels that
promises a consistent superior customer
experience facilitated by agile and
innovative technologies
5. February 2014
PwC

11. The emerging business model considerations
5. February 2014
PwC

12. www.pwc.co.in
Rachna Nath
Retail and Consumer Leader
PwC India
rachna.nath@in.pwc.com
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