12. Facts
• Retail business is the
same as before
– But the channel mix di#ers
• And we spend our money
on new markets
13. The future generations: Y
Source: Retail Institute Scandinavia
• Born 1980 – 2000
• Largest generation world wide
• Huge buying power
• Moves between channels as they like
14. The future generations: Z
• Born ? – Now
• Highly
connected
from birth
• Will change the behavior of purchasing
17. The brand new world…
• 66% decisions of a purchase involves the
Internet
• 71% uses their smartphone in stores
• In 5 years 85% of the world is on 3G
– 50% on 4G
22. How to get started
Get your basics straight…
1. Who’s in charge
2. Start simple – what’s your touch points
3. Create and prove small projects
23. Before we start
The simple test
• Does your website re$ect your stores?
• Does your website work on all platforms
your customers are at?
24.
25.
26.
27. Facts
• Global tablet usage in Q1 2013 was up 282%
year-on-year
• Mobile used to go online increased 60% over the
same period
GlobalWebIndex report
• Retail searches on tablets are up 132%
BRC Google Online Retail Monitor
34. Collect at store
• 80% of UK consumers have used this
• 20% does this at least once a month
35. What to do?
• Stock in store
• Click and collect
• Store to door
36.
37.
38.
39. What to do?
• Stock in store
• Click and collect
• Store to door
• Customer service
as in store
40.
41. Facts
• 53% of UK consumers have used this tool
• Schuh experience approx. 80% better
conversion with video chat
42. What to do?
• Stock in store
• Click and collect
• Store to door
• Customer service
as in store
• Mobile POS /
Kiosks
43. Nordstrom – Mobile POS
Nordstrom uses mobile POS devices in its
stores to enable sta# to check out customers
anywhere in
its stores,
and cut the
queues down.
45. New Balance
The New Balance iPad app is deisgned to helo
customers and sales assistants in store,
allowing them to access the product
catalogue, check
stock, and help
with sizing
issues.
46. Tesco
Tesco has kiosks in several stores.
These allow for stock checking
and ordering.
- They also has interactive
mirrors which allow users to
try clothes on - virtually
47. Facts on Mobile / Kiosks
• 20% more transactions
• Higher customer satisfaction
• 52% US retailers expect Mobile POS
in 2 years
48. What to do?
• Stock in store
• Click and collect
• Store to door
• Customer service
as in store
• Mobile POS /
Kiosks
• Interactivity in
store
49.
50.
51.
52. What to do?
• Stock in store
• Click and collect
• Store to door
• Customer service
as in store
• Mobile POS /
Kiosks
• Interactivity in
store
• Use your channels
63. You can’t control the waves, but you can
learn to surf!
Jon Kabat Zinn
64. How to get started
Get your basics straight…
1. Who’s in charge
2. Start simple – what’s your touch points
3. Create and prove small projects
65. Pick from the list…
• Stock in store
• Collect at store
• Store to door
• Customer service
as in store
• Mobile POS /
Kiosks
• Interactivity in
store
• Interact equally
via all channels