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A NEW RETAIL PARADIGM, COURTESY OF THE MILLENNIALS.
THE RETAIL REVOLUTION
“People don’t always
remember what you say or
even what you do, but
they always remember
how you made them feel.”
- MAYA A...
ADAPT OR DIE!
DIGITAL DARWINISM
DIGITAL DARWINISM
4
We are entering a new digital
economy and to compete
successfully in it, business
processes, models an...
DIGITAL DARWINISM
5
• Brian Solis is a digital analyst, anthropologist and futurist who studies
the effects of disruptive ...
DIGITAL DARWINISM
6
• They aren’t thinking about changing their work ecosystem to adapt
to new technologies - they are try...
DIGITAL DARWINISM
7
“As technology and society
evolve, leaders face the
need to adapt or die.”
- BRIAN SOLIS
THE RETAIL RE...
ONLINE, OFFLINE...OMNICHANNEL
THE LINES ARE BLURRING
THE LINES ARE BLURRING
9
Due to these technological and
societal changes, the lines
between the physical and digital
retai...
THE LINES ARE BLURRING
The majority of Chinese
consumers now choose a
digital channel as the first step
in researching reta...
START OFFLINE, FINISH ONLINE
SHOWROOMING
SHOWROOMING
12
‘Showrooming’ occurs when a
shopper visits a store to check out a
product but purchases online, from
home o...
ERMAHGERD!
SHOWROOMING
Have you ever intentionally browsed products at a
store but decided to purchase online?
14
- PWC TOTAL RETAIL ...
START ONLINE, FINISH OFFLINE
WEBROOMING
SHOWROOMING
16
‘Webrooming’ occurs when
consumers research products online
before going into the store for a final
evaluati...
WEBROOMING
Have you ever intentionally browsed products
online but decided to purchase them in-store?
17
- PWC TOTAL RETAI...
COMES TO TRADITIONAL RETAIL
MOBILE SHOPPING
MOBILE SHOPPING COMES TO TOWN
19
Singapore-based online retailer ZALORA
opened a pop-up store in Causeway Bay
recently - a...
MOBILE SHOPPING COMES TO TOWN
21
This ‘click-and-mortar’ approach is aimed
at easing local (Hong Kong) customers into
the ...
MOBILE SHOPPING COMES TO TOWN
22
In the store, visitors are encouraged to
scan a QR code to download the ZALORA
app to the...
MOBILE SHOPPING COMES TO TOWN
23
Shoppers can see, handle and try the
clothing on in the store but they don’t take
it home...
MOBILE SHOPPING COMES TO TOWN
24
ZALORA are looking to a future where
online and offline shopping aren’t two
separate busin...
MOBILE SHOPPING COMES TO TOWN
25
More than 80% of people visiting this
pop-up store have never shopped with
ZALORA before ...
WILL SOON BECOME THE NORM
‘MAGIC MIRRORS’
MAGIC MIRRORS
27
What if retailers focused on using
technology to ease customer pain
points and smooth out bumps in the
sh...
MAGIC MIRRORS
28
What if you took the best from a
mobile experience and brought it
into the store?
That’s what Rebecca Min...
MAGIC MIRRORS
30
On a large wall mounted interactive
screen, customers can swipes
through collections and ‘looks’,
select ...
MAGIC MIRRORS
32
In the fitting room another mirror
allows the customer to choose
different lighting settings, ask for more...
MAGIC MIRRORS
33
Customers can also save collections
they didn’t buy to a personal profile
that will show what they have tr...
MAGIC MIRRORS
35
Digitally capturing shopping
sessions can show what is
trending with customers in
different stores, allow...
MAGIC MIRRORS
36
So if they know that in New York
people are taking a lot of denim into
the dressing room, they can get
hy...
PHYSICAL RETAIL IS HERE TO STAY
37
“People still want to use their five
senses, not just the one sense you
use when you’re ...
IT’S YOUR JOB TO UNDERSTAND ME!
I AM AN INDIVIDUAL
PERSONALISATION
39
My likes and dislikes, wants and
needs are unique to my
personality and way I live my life.
Brands need...
PERSONALISATION
40
This is part of an actual email I get often
from my telco provider - Smartone. I am
a 40 year old, sing...
PERSONALISATION
Smartone, you know me so well...
41
THE RETAIL REVOLUTION
PERSONALISATION
42
What’s an even worse experience for me
as a customer is how hard they make it
to unsubscribe from their...
PERSONALISATION
Wait...what?
43
THE RETAIL REVOLUTION
PERSONALISATION
44
I will now make a concerted effort
across multiple social platforms to
express my negative feelings!
TH...
HULKSMASH!
PERSONALISATION
46
This is the way of the Millennial!
THE RETAIL REVOLUTION
PERSONALISATION
47
There are so many options for them to
choose from. Give them a bad experience
and they won’t just not c...
PERSONALISATION
48
So make sure it’s a good
experience, because they will
tell everyone about that too!
This is the ‘shari...
THE CONNECTED CONSUMER
GEN-Y ARE ALSO GEN-C
GENERATION C - THE CONNECTED CONSUMER
50
This year, people born between ’81 and ’96
are poised to become the new workforce...
GENERATION C - THE CONNECTED CONSUMER
51
It is the first fully social generation,
and social currency is more
important tha...
GENERATION C - THE CONNECTED CONSUMER
52
“With every day that passes, Gen
Y becomes far more important to
the economy than...
GENERATION C - THE CONNECTED CONSUMER
53
THE RETAIL REVOLUTION
This generation are more likely to find love or
be dumped vi...
GENERATION C - THE CONNECTED CONSUMER
54
59% of this generation update their social status in class
and watch TV with two ...
GENERATION C - THE CONNECTED CONSUMER
55
They believe that other consumers care more about their opinions
than companies d...
GENERATION C - THE CONNECTED CONSUMER
56
Millennials have high expectation of
themselves and their jobs and aren’t
as moti...
I DON’T JUST WANT ‘STUFF’ ANYMORE
A NEW RETAIL EXPERIENCE
THE NEW RETAIL EXPERIENCE
58
In the future of retail,
the consumer is king.
THE RETAIL REVOLUTION
THE NEW RETAIL EXPERIENCE
59
If they don’t receive
exceptional customer service
they will go elsewhere.
THE RETAIL REVOLUT...
THE NEW RETAIL EXPERIENCE
60
THE RETAIL REVOLUTION
THE NEW RETAIL EXPERIENCE
61
This demands a new retail
experience that feels less like a
‘path to purchase’ and more like ...
THE NEW RETAIL EXPERIENCE
62
- LIQUID AGENCY ‘The Future of Retail’
THE RETAIL REVOLUTION
The Old Way The New Way
THE NEW RETAIL EXPERIENCE
63
Every tactic must be executed in
the pursuit of getting to know the
customer, so that every m...
THE NEW RETAIL EXPERIENCE
64
THE RETAIL REVOLUTION
Separate the customer from their purchase.
The new retail model demands...
THE NEW RETAIL EXPERIENCE
65
- LIQUID AGENCY ‘The Future of Retail’
THE RETAIL REVOLUTION
THE NEW RETAIL EXPERIENCE
66
THE RETAIL REVOLUTION
Leverage the right technology.
Technology allows brands to court the
cu...
THE NEW RETAIL EXPERIENCE
67
THE RETAIL REVOLUTION
Share stories that inspire them.
Be there for them when they need
somet...
THE NEW RETAIL EXPERIENCE
68
THE RETAIL REVOLUTION
It’s not about single sales.
Ignite and foster a long-term, mutually
be...
THE NEW RETAIL EXPERIENCE
69
THE RETAIL REVOLUTION
Relationships = revenue.
- LIQUID AGENCY ‘The Future of Retail’
OUR CUSTOMERS
SO LET’S START DATING
LET’S START DATING OUR CUSTOMERS
71
THE RETAIL REVOLUTION
Retail success us about creating
GREAT experiences - just like d...
LET’S START DATING OUR CUSTOMERS
72
THE RETAIL REVOLUTION
We need to start asking our
customers the right questions.
We ne...
LET’S START DATING OUR CUSTOMERS
73
THE RETAIL REVOLUTION
Every touch point along the
customer journey is an
opportunity t...
LET’S START DATING OUR CUSTOMERS
74
THE RETAIL REVOLUTION
Where, when and how often
brands interact with each
customer sho...
LET’S START DATING OUR CUSTOMERS
75
THE RETAIL REVOLUTION
What is said should give
them exactly what they
need in the mome...
LET’S START DATING OUR CUSTOMERS
76
THE RETAIL REVOLUTION
Create experiences that
are Relevant, Intimate
and Fun.
LET’S START DATING OUR CUSTOMERS
77
THE RETAIL REVOLUTION
Get to know the customer and
execute from that insight!
Don’t ju...
LET’S START DATING OUR CUSTOMERS
78
THE RETAIL REVOLUTION
Remember this...
Like dating, too many calls are
just as bad as ...
LET’S START DATING OUR CUSTOMERS
79
(LIQUID AGENCY ‘The Future of Retail’)
THE RETAIL REVOLUTION
@nictinworth
THANK YOU.
FOR YOUR READING PLEASURE
LINKS
READING LINKS
82
http://www.marketing-interactive.com/china-retail-journey-starts-with-digital/
THE RETAIL REVOLUTION
http...
The Retail Revolution
The Retail Revolution
The Retail Revolution
The Retail Revolution
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The Retail Revolution

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We are entering a new digital economy and to compete successfully in it, business processes, models and systems need to evolve. Those who do not adapt to these changes will not be successful.

Customers don't just want to 'buy stuff' anymore, they want a personalised service and experience that is relevant to their own wants and needs.

It's time to look to a future where online and offline shopping aren’t two separate business models. There will just be ‘shopping’ and it will be an integrated online and offline experience.

Publié dans : Commerce de détail
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The Retail Revolution

  1. A NEW RETAIL PARADIGM, COURTESY OF THE MILLENNIALS. THE RETAIL REVOLUTION
  2. “People don’t always remember what you say or even what you do, but they always remember how you made them feel.” - MAYA ANGELOU
  3. ADAPT OR DIE! DIGITAL DARWINISM
  4. DIGITAL DARWINISM 4 We are entering a new digital economy and to compete successfully in it, business processes, models and systems need to evolve. Those who do not adapt to these changes will not be successful. THE RETAIL REVOLUTION
  5. DIGITAL DARWINISM 5 • Brian Solis is a digital analyst, anthropologist and futurist who studies the effects of disruptive technology on business and society. • He’s studying the way that people embrace technology, from social networks to smartphones to intelligent appliances, and how that contributes to the digital lifestyle that is now synonymous with Generation Y - the Millennials. • Some companies invest in new technologies without understanding the culture, nuances and relationships that the user has within those communities or how they use the devices. THE RETAIL REVOLUTION
  6. DIGITAL DARWINISM 6 • They aren’t thinking about changing their work ecosystem to adapt to new technologies - they are trying include new technologies within the existing framework. • Technology is and isn’t the answer to change, it’s the enabler. http://www.briansolis.com/tag/digital-darwinism/ THE RETAIL REVOLUTION
  7. DIGITAL DARWINISM 7 “As technology and society evolve, leaders face the need to adapt or die.” - BRIAN SOLIS THE RETAIL REVOLUTION
  8. ONLINE, OFFLINE...OMNICHANNEL THE LINES ARE BLURRING
  9. THE LINES ARE BLURRING 9 Due to these technological and societal changes, the lines between the physical and digital retail channels are blurring. Millennials just want to go ‘shopping’ - wherever and whenever they feel like doing so. THE RETAIL REVOLUTION
  10. THE LINES ARE BLURRING The majority of Chinese consumers now choose a digital channel as the first step in researching retail products. 10 - PWC TOTAL RETAIL SURVEY 2015 THE RETAIL REVOLUTION
  11. START OFFLINE, FINISH ONLINE SHOWROOMING
  12. SHOWROOMING 12 ‘Showrooming’ occurs when a shopper visits a store to check out a product but purchases online, from home or another location later. Shoppers still prefer to see and touch the merchandise they buy, but many items are available at lower prices online. THE RETAIL REVOLUTION
  13. ERMAHGERD!
  14. SHOWROOMING Have you ever intentionally browsed products at a store but decided to purchase online? 14 - PWC TOTAL RETAIL SURVEY 2015 THE RETAIL REVOLUTION
  15. START ONLINE, FINISH OFFLINE WEBROOMING
  16. SHOWROOMING 16 ‘Webrooming’ occurs when consumers research products online before going into the store for a final evaluation and purchase. This form of shopping is globally on the rise and becoming more relevant to consumers and retailers alike. THE RETAIL REVOLUTION
  17. WEBROOMING Have you ever intentionally browsed products online but decided to purchase them in-store? 17 - PWC TOTAL RETAIL SURVEY 2015 THE RETAIL REVOLUTION
  18. COMES TO TRADITIONAL RETAIL MOBILE SHOPPING
  19. MOBILE SHOPPING COMES TO TOWN 19 Singapore-based online retailer ZALORA opened a pop-up store in Causeway Bay recently - an interesting move for an online retailer who are looking to grow their brand and sales with an O2O strategy. Mobile is the bridge because of the ubiquity of the devices among their wider customer base. THE RETAIL REVOLUTION
  20. MOBILE SHOPPING COMES TO TOWN 21 This ‘click-and-mortar’ approach is aimed at easing local (Hong Kong) customers into the notion of online shopping and the e/m-com experience with an educational, interactive and personable space. THE RETAIL REVOLUTION
  21. MOBILE SHOPPING COMES TO TOWN 22 In the store, visitors are encouraged to scan a QR code to download the ZALORA app to their mobiles using the free wi-fi, for an instant 20% discount. THE RETAIL REVOLUTION
  22. MOBILE SHOPPING COMES TO TOWN 23 Shoppers can see, handle and try the clothing on in the store but they don’t take it home! They purchase it in the store via the app and it is delivered to their home in a couple of days. THE RETAIL REVOLUTION
  23. MOBILE SHOPPING COMES TO TOWN 24 ZALORA are looking to a future where online and offline shopping aren’t two separate business models. There will just be ‘shopping’ and it will be an integrated online and offline experience. THE RETAIL REVOLUTION
  24. MOBILE SHOPPING COMES TO TOWN 25 More than 80% of people visiting this pop-up store have never shopped with ZALORA before their visit. 75% had never even heard of the name before. THE RETAIL REVOLUTION
  25. WILL SOON BECOME THE NORM ‘MAGIC MIRRORS’
  26. MAGIC MIRRORS 27 What if retailers focused on using technology to ease customer pain points and smooth out bumps in the shopping experience, like trying to flag down a salesperson while undressed in a fitting room? THE RETAIL REVOLUTION
  27. MAGIC MIRRORS 28 What if you took the best from a mobile experience and brought it into the store? That’s what Rebecca Minkoff and the eBay Innovations Lab have done. THE RETAIL REVOLUTION
  28. MAGIC MIRRORS 30 On a large wall mounted interactive screen, customers can swipes through collections and ‘looks’, select the ones they like, request a fitting room, and when it’s ready for them they are notified by text. THE RETAIL REVOLUTION
  29. MAGIC MIRRORS 32 In the fitting room another mirror allows the customer to choose different lighting settings, ask for more sizes and styles to be brought over, select which pieces to buy, and confirm their checkout with a sales associate. THE RETAIL REVOLUTION
  30. MAGIC MIRRORS 33 Customers can also save collections they didn’t buy to a personal profile that will show what they have tried on and what they bought - allowing the store and Minkoff brand to tailor recommendations and marketing communications accordingly. THE RETAIL REVOLUTION
  31. MAGIC MIRRORS 35 Digitally capturing shopping sessions can show what is trending with customers in different stores, allowing the brand to immediately alter both in-store and online marketing to reflect those preferences. THE RETAIL REVOLUTION
  32. MAGIC MIRRORS 36 So if they know that in New York people are taking a lot of denim into the dressing room, they can get hyperlocal with their marketing and change the imagery on the interactive wall and email marketing. THE RETAIL REVOLUTION
  33. PHYSICAL RETAIL IS HERE TO STAY 37 “People still want to use their five senses, not just the one sense you use when you’re doing e-commerce. So physical retail, a showroom, I think will never go away.” - STEVE YANKOVICH (eBay Head of Innovation) THE RETAIL REVOLUTION
  34. IT’S YOUR JOB TO UNDERSTAND ME! I AM AN INDIVIDUAL
  35. PERSONALISATION 39 My likes and dislikes, wants and needs are unique to my personality and way I live my life. Brands need to cater to this and start personalising the experience, service and offers accordingly. THE RETAIL REVOLUTION
  36. PERSONALISATION 40 This is part of an actual email I get often from my telco provider - Smartone. I am a 40 year old, single caucasian male. Why in the hell would I want to buy anything to do with Hello Kitty? I have been using them for 7 years and they know NOTHING about me. THE RETAIL REVOLUTION
  37. PERSONALISATION Smartone, you know me so well... 41 THE RETAIL REVOLUTION
  38. PERSONALISATION 42 What’s an even worse experience for me as a customer is how hard they make it to unsubscribe from their eDMs and annoying weekly text messages. THE RETAIL REVOLUTION
  39. PERSONALISATION Wait...what? 43 THE RETAIL REVOLUTION
  40. PERSONALISATION 44 I will now make a concerted effort across multiple social platforms to express my negative feelings! THE RETAIL REVOLUTION
  41. HULKSMASH!
  42. PERSONALISATION 46 This is the way of the Millennial! THE RETAIL REVOLUTION
  43. PERSONALISATION 47 There are so many options for them to choose from. Give them a bad experience and they won’t just not come back, they will tell everyone about it. THE RETAIL REVOLUTION
  44. PERSONALISATION 48 So make sure it’s a good experience, because they will tell everyone about that too! This is the ‘sharing generation’, where positives and negatives are amplified. THE RETAIL REVOLUTION
  45. THE CONNECTED CONSUMER GEN-Y ARE ALSO GEN-C
  46. GENERATION C - THE CONNECTED CONSUMER 50 This year, people born between ’81 and ’96 are poised to become the new workforce majority, and by 2025 it will be 75%. THE RETAIL REVOLUTION
  47. GENERATION C - THE CONNECTED CONSUMER 51 It is the first fully social generation, and social currency is more important than ever as a result. THE RETAIL REVOLUTION
  48. GENERATION C - THE CONNECTED CONSUMER 52 “With every day that passes, Gen Y becomes far more important to the economy than we can realise. yet the gap between how Gen Y communicates and connects and how business, educators, governments et al. approach them is only widening. - BRIAN SOLIS THE RETAIL REVOLUTION
  49. GENERATION C - THE CONNECTED CONSUMER 53 THE RETAIL REVOLUTION This generation are more likely to find love or be dumped via text or their Facebook wall..
  50. GENERATION C - THE CONNECTED CONSUMER 54 59% of this generation update their social status in class and watch TV with two or more connected devices THE RETAIL REVOLUTION
  51. GENERATION C - THE CONNECTED CONSUMER 55 They believe that other consumers care more about their opinions than companies do - that’s why they share their opinions online, THE RETAIL REVOLUTION
  52. GENERATION C - THE CONNECTED CONSUMER 56 Millennials have high expectation of themselves and their jobs and aren’t as motivated by money as much as previous generations were. THE RETAIL REVOLUTION
  53. I DON’T JUST WANT ‘STUFF’ ANYMORE A NEW RETAIL EXPERIENCE
  54. THE NEW RETAIL EXPERIENCE 58 In the future of retail, the consumer is king. THE RETAIL REVOLUTION
  55. THE NEW RETAIL EXPERIENCE 59 If they don’t receive exceptional customer service they will go elsewhere. THE RETAIL REVOLUTION
  56. THE NEW RETAIL EXPERIENCE 60 THE RETAIL REVOLUTION
  57. THE NEW RETAIL EXPERIENCE 61 This demands a new retail experience that feels less like a ‘path to purchase’ and more like a first date that went really well! It’s a journey to a relationship. THE RETAIL REVOLUTION
  58. THE NEW RETAIL EXPERIENCE 62 - LIQUID AGENCY ‘The Future of Retail’ THE RETAIL REVOLUTION The Old Way The New Way
  59. THE NEW RETAIL EXPERIENCE 63 Every tactic must be executed in the pursuit of getting to know the customer, so that every message is intriguing, appreciative and continues to draw them into a personalised brand experience. THE RETAIL REVOLUTION
  60. THE NEW RETAIL EXPERIENCE 64 THE RETAIL REVOLUTION Separate the customer from their purchase. The new retail model demands we think of the customer journey in an entirely new way.
  61. THE NEW RETAIL EXPERIENCE 65 - LIQUID AGENCY ‘The Future of Retail’ THE RETAIL REVOLUTION
  62. THE NEW RETAIL EXPERIENCE 66 THE RETAIL REVOLUTION Leverage the right technology. Technology allows brands to court the customer like never before - to learn what they do and do not like.
  63. THE NEW RETAIL EXPERIENCE 67 THE RETAIL REVOLUTION Share stories that inspire them. Be there for them when they need something - not when you think they need something.
  64. THE NEW RETAIL EXPERIENCE 68 THE RETAIL REVOLUTION It’s not about single sales. Ignite and foster a long-term, mutually beneficial and respectful relationship.
  65. THE NEW RETAIL EXPERIENCE 69 THE RETAIL REVOLUTION Relationships = revenue. - LIQUID AGENCY ‘The Future of Retail’
  66. OUR CUSTOMERS SO LET’S START DATING
  67. LET’S START DATING OUR CUSTOMERS 71 THE RETAIL REVOLUTION Retail success us about creating GREAT experiences - just like dating. How attracted would you be to a date who just talked about themselves all night?
  68. LET’S START DATING OUR CUSTOMERS 72 THE RETAIL REVOLUTION We need to start asking our customers the right questions. We need to be interested in them, learn about them and then talk knowledgeably about what is of interest to them.
  69. LET’S START DATING OUR CUSTOMERS 73 THE RETAIL REVOLUTION Every touch point along the customer journey is an opportunity to build a relationship.
  70. LET’S START DATING OUR CUSTOMERS 74 THE RETAIL REVOLUTION Where, when and how often brands interact with each customer should be thoughtful and meaningful.
  71. LET’S START DATING OUR CUSTOMERS 75 THE RETAIL REVOLUTION What is said should give them exactly what they need in the moment.
  72. LET’S START DATING OUR CUSTOMERS 76 THE RETAIL REVOLUTION Create experiences that are Relevant, Intimate and Fun.
  73. LET’S START DATING OUR CUSTOMERS 77 THE RETAIL REVOLUTION Get to know the customer and execute from that insight! Don’t just blindly insert fancy technology and tactics that may end up hindering the experience
  74. LET’S START DATING OUR CUSTOMERS 78 THE RETAIL REVOLUTION Remember this... Like dating, too many calls are just as bad as too few!
  75. LET’S START DATING OUR CUSTOMERS 79 (LIQUID AGENCY ‘The Future of Retail’) THE RETAIL REVOLUTION
  76. @nictinworth THANK YOU.
  77. FOR YOUR READING PLEASURE LINKS
  78. READING LINKS 82 http://www.marketing-interactive.com/china-retail-journey-starts-with-digital/ THE RETAIL REVOLUTION http://www.shopify.com/blog/14513673-consumers-are-showrooming-and- webrooming-your-business-heres-what-that-means-and-what-you-can-do-about-it http://www.fastcocreate.com/3041516/master-class/mirror-mirror http://www.marketing-interactive.com/events/click-mortar-real-answer-retail- industrys-woes/ http://www.briansolis.com/2012/04/meet-generation-c-the-connected-customer/ http://www.slideshare.net/liquidagency/retailing-is-like-dating http://www.briansolis.com/tag/digital-darwinism/

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