As retail is moving more and more online, there is still a place for the bricks and mortar equivalent. The two channels need to be integrated seamlessly to succeed. This presentation demonstrates how that can be done through deeply understanding the market and by placing the Customer Experience at the centre.

1. Building a True Customer Experience through Integrating Retail Channels
1
Jan 2014

2. “The major cause of disruption is the rapid advancement of technology and globalisation, which allows new business models to be introduced at an ever-increasing rate and with rapidly declining costs. The truth is, at this very moment your company is most likely either disrupting other companies or being disrupted.” Forbes Magazine, April 2013

3. What market shifts have lead to where we are…
Technology
Consumers
Payment Systems

4. Online literacy
Internet speed
Security / convenience
…And online shopping is set to grow further still

5. Pre-digital value chain
Distribution
Monetisation
Experience
Property
Rights
Products
Creation
Consumption
Source: Scott Dinsdale, Accenture 2013

6. Emerging digital landscape
Distribution
Monetisation
Experience
Property
Rights
Products
Source: Scott Dinsdale, Accenture 2013

7. Source: Gabay, J. Jonathan, 2000. Successful Cybermarketing in a Week
The digital adoption has come at an unprecedented rate
Time taken to attract 50 million users...
Wireless
38 years
Television
13 years
Internet
4 years

8. The spike in mobile devices leads to an increase m- commerce
Next is wearable devices

9. The Internet of things

11. As consumers become more comfortable with transacting online newer devices are created: m-commerce and Smart TVs providing t-commerce

12. Online retailing in Australia
Revenue: $12.4bn
Annual growth: 24.1%
Profits: $481.7m
Businesses: 38,594
Source: IBISworld

13. Australian retailers are not only competing with each other but overseas retailers as well… …and they are intensifying (more retailers are emerging) When the Australian dollar is expected to falls, the demand for our retail products increase

14. Men spent an average of $229 on
online goods a month,
while women spent $204.

15. 90% of all online transactions in the past year were for products under $100

16. How the retail business model is changing

17. Those who survive will have differentiated themselves and engaged with a loyal fan base

18. Any advantages for Australian retailers?

19. Its not just about being seamless across channels
It’s about seamless integration across the business
Moving to omni-channel marketing
Mobile
Product experts
Online
In-store

20. Phones are now used as price comparison tools at the point of sale
Consumers will abandon the purchase if they find it cheaper online
Compare in-store

21. Innovative apps that tie-in real life and virtual together

22. App to try on clothes online
Rate them on Social Media
Try it on in-store with a professional stylist
Now that you know the fit –follow on Social Media sites such as Instagram
Meet Angela

23. Angela looks for shoes she loves online.
Stores that do well carry a wide range, good price and are easy to purchase
AND THERE ARE MANY OFFERING THIS
Those that break through also offer…
….fast delivery with free shipping and returns
Size 37
Size 38
Size 39
Shoe size 7½
They way she shops…

24. Business Models
ModulariseOffer limited rangeCustomers build their optionsPriced according to their final configuration

25. Tapped into the insight that some customers just want to go away for a weekend/ short getaway and don’t know where to go
EXPEDIA
It all start with tapping into the customer insight

26. Invite your girlfriends and have a girls night in, courtesy of (insert luxury women’s label or department store here) With catwalk, nibbles, shoes, bags and stylists to provide guidelines to choosing the right styles and colours for you and how to accessorise. Personalised fittings, photo shoot and catwalks.
Theme in relation to Spring Racing Carnival, Valentines’ Day, Weddings, Birthdays, Hen’s parties … go viral on Social Media
Creating the customer experience

27. Fresh produce. Educate consumers on the various types, origin, food process, food matching and cooking lessons.
Add some visual appeal, create a museum or barn yard and get people talking about it and even eating there.
Stimulate the senses.
Fresh produce experience

28. Pop-up stores to bring online retail to life

29. Success measures are changing….
Less about stock being moved
More about……
Experience,
knowledge and
Assistance
Business models need to change

30. For fresh ideas and thinking contact us at:
info@marketintelligenceagency.com.autoday
For more information on our services go to www.marketintelligenceagency.com.au
THANK-YOU