The document discusses defining retail for the future and the changing role of customers. It notes that customers now "operate commerce" rather than retailers, with 76% communicating with sellers in the late purchase phase. Recommendations include focusing on choice, transparency, and fast response times through messaging and click-to-call options. By the end of 2015, half of the US and several European countries will have access to recommendation and chat services.

1. “where are we today
and who is the
shopper ? ”

2. How to define retail of tomorrow ?
Beetwen reality and ‘’buzz’’, it’s difficult to know
precisely.
# in first :
The most important reality in 2015 … more than ever
it’s the customer who ‘’operates the commerce’’ and
not the contrary.

6. may 2001 …
2014 …

9. new paradigm ? CHOICE &
TRANSPARENCY

21. 76% of customers say “they have used the service
and communicate with the salors in the last phase of
their purchase”.

27. Messagerie
instantanée
Click to call /
click to chat

28. Séminaire FNAC 07 14
https://www.yout
ube.com/watch?v
=11CjsoB6JHQ

29. Temps de réponse :
75% des réponses clients via
bouton Mayday
tps de réponse 9,15 seconde…
sources Viuz
Séminaire FNAC 07 14

30. Séminaire FNAC 07 14
https://www.youtube.co
m/watch?v=aFYs9zqYpdM

32. 21/02
/2015
32

33. 33

34. 21/02
/2015
recommanDation
stratégique -
34

35. 35

36. 36

37. 37

38. 21/02
/2015
38

39. 21/02
/2015
39

40. 21/02
/2015
recommanDation
stratégique -
40

45. In dec. 2015 : 50% of American
population covered by this
service ... and Deutchland + 8
european country in 2015

52. https://www.youtube.com/watch?v=i
yJI_pcg-KQ

53. https://www.youtube.com/watch?v=1B5tVSY
h1PQ