3. The impact of the digital evolution on the market and the consumer
1
4. 4
Today’s consumer is connected at all times
Today’s consumer is
dynamic, informed and
always online
Flexible & innovative
services are key
The digital (r)evolution
5. 39% of consumers look online
for information before the
actual offline purchase
10%of consumers visit a
physical store before the
actual online purchase
18/03/2016Shopping Innovation Expo 5
Consumers in a digital world
Changing buying behavior
One third
of consumers use a
mobile device to find a
retailer / point of sale
More than half
of consumers use a
smartphone when visiting
a physical store
Source: ECC Cross-Channel Studie 2015, Deloitte omni-channel Studie 2014
6. 6
Changing buying behavior
In 2015, 65% of
consumers
purchased goods
using an online
device
Consumers in a digital world
65
Desktop / mobile Offline
47% of consumers
in 2015 used a
collection point
13%
14%
Mobile & tablet share
Source: Comeos- E-commerce in België 2015, Cegeka omni-channel Maturity E-Book 2014, BeCommerce Market Monitor Belgium
The share of mobile
and tablet in online
purchasing
increases
Shopping Innovation Expo 18/03/2016
7. 18/03/2016Note text 7
Retailers are facing a huge challenge…
A coherent brand and user experience across all digital and physical touchpoints
8. 18/03/2016 8
Why go omni-channel?
To ensure a coherent
brand and purchase
experience across all
different channels
Shopping Innovation Expo
9. 9
The need for an integrated approach across all channels
Belgian retailers
62%
Discrepancy between the
needs of the consumer
and the offer of the market
of the customer
journey is digital
67%
58%
of consumers can be triggered to
collect their goods at a physical store
of consumers value online
information on stock
availability at a physical
store as important
Source: Comeos- E-commerce in België 2015, SiriusDecisions, Inc. CXO Study
Only 29%
of retailers have a mature
omni-channel strategy
33% is still single-channel and
38% multi-channel
Shopping Innovation Expo 18/03/2016
12. A short overview
2005
2007
2011
2012
2013
2014
Foundation of
• Bébé and C° in Namur (G.Doemer)
• Dominibaby in Anderlues (S.Bassani)
BabyKid
• 2 owners: Gaetan Doemer & Sandro Bassani
• 15 stores in the southern part of Belgium
• Fusion & acquisition strategy
Second Bébé and C° in Suarlée (G. Doemer)
Second Dominibaby in Ciney (S. Bassani)
Fusion to BabyKid
4 stores
Central warehouse with
new logistics organisation
Kick-off e-commerce
Acquisition of Ptibou
+ 12 stores
3 new stores in Gosselies,
Verviers and Awans
15 stores in total
1218/03/2016Shopping Innovation Expo
2015
Omni-channel strategy
13. 18/03/2016 13
Omni-channel ambitions
Opportunities omni-channel
• Faster sales loop
• many products in the e-catalogue
• many products in stock
(15 stores + warehouse)
• Increased customer experience (more
freedom to the consumer)
Challenges
• Logistics, treatment of the orders…
• Inventory management
• Realizing a coherent brand experience
across all touchpoints
Shopping Innovation Expo
15. 18/03/2016 15
The omni-channel shipping solution
We facilitate your omni-channel strategy through smarter shipping solutions
Shopping Innovation Expo
17. 18/03/2016 17
Added value for BabyKid and its customers
A unique service mix
Home
delivery
with Predict
Pickup
parcelshop
delivery
Delivery to
BabyKid
store
Optimization of logistics and system integration
Positive impact on ecological footprint
Coherent brand and customer experience
Value creation putting the consumer in control
Increased online and offline traffic
Cross-selling and upselling
Ship from
BabyKid
store
Shopping Innovation Expo
18. Thank you for your attention!
Clever collaboration
Let’s catch up at booth S76
And win an iPad
Editor's Notes
The consumer uses different touchpoints (offline & online) to communicate with brands and companies
The main driver for consumer decisions are innovative and consumer-friendly services in all stages of the customer journey
71% der Kunden betrachten Informationen zur Filialverfügbarkeit als kaufentscheidend
32% der Retailer stellen diese Angaben bereit
Anm.: Zentraler Aspekt hierbei ist die enorme Diskrepanz zwischen Kundenwunsch und Angebot des Handels.
Fast drei Viertel machen ihren Einkauf davon abhängig, ob etwas unmittelbar verfügbar ist – doch nur knapp ein Drittel der Händler ermöglicht den Kunden Zugang zu dieser Information.
50% der Kunden wollen die Waren in der Filiale abholen
36% der Retailer bieten Filialabholung an
Anm.: Die Hälfte der Kunden möchte online gekaufte Ware in der Filiale (möglichst schnell) abholen. Nur 36% der Retailer bieten diesen Service an. Die Lücke wirkt hier zwar kleiner, jedoch: 50% der Kunden haben in knapp zwei Drittel der Fälle keine Option, online gekaufte Waren in einer Filiale abzuholen.
Babykid : Why e-commerce ?
customer behaviour is changing since some years (smartphone, 3G, 4G,…)
you can buy everything on the web !
