10 Trends Connecting Retailers to Customers in 2014
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The document outlines 10 trends for multichannel retailers in 2014 according to Ian Jindal. The trends discussed include the growing importance of mobile and tablet usage, delivery and click-and-collect options, integrating digital experiences in physical stores, seamless customer experiences, empowered employees, social media, direct customer branding, product focus, and considering retail as a total experience across channels.
![Trends
!
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1. Mobile, mobility and Tablets!
2. Delivery!
3. Click and Collect!
4. IRIS!
5. Seamlessness
COPYRIGHT ianjindal.com and InternetRetailing.net
!
6. Staff!
7. Social inside the business !
8. B2C - Brand to Consumer!
9. Product!
10. Total Retail [TM]
February 13, 2014](data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7)
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10 Trends Connecting Retailers to Customers in 2014
- 1. Trends 2014 Connecting with the Connected Customer 10 trends for multichannel retailers in 2014 COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014
- 2. Trends ! ! 1. Mobile, mobility and Tablets! 2. Delivery! 3. Click and Collect! 4. IRIS! 5. Seamlessness COPYRIGHT ianjindal.com and InternetRetailing.net ! 6. Staff! 7. Social inside the business ! 8. B2C - Brand to Consumer! 9. Product! 10. Total Retail [TM] February 13, 2014
- 3. Ian Jindal @etail @ianjindal ! COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014
- 4. No silos ! COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014
- 5. 1 Mobile and mobility ! Always, always on… COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014
- 6. Mobile, mobile everywhere European Smartphone users (%)! 2013 MobiLens research COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014
- 7. TITLE Mobile and tablet use - while watching TV! COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014
- 8. TITLE Mobile will be 61% of web traffic by 2016! • Twitter - 2.1bn searched a day; 80% mobile • YouTube - 100hrs/minute uploaded, 1 Billion users/month; 25% mobile • Facebook - 70% of activity photo-based; 70% mobile ! COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014
- 9. TITLE Touch-first design! COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014
- 10. TITLE Touch-first design - House of Fraser Swipe-able; touchable…! COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014
- 11. 2 Delivering ! … on our promises COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014
- 12. TITLE Delivery promise is a key aspect of selling! COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014
- 13. Delivery promise is a key aspect of selling! Customers Retailers • 46% abandon due to delivery concerns (IMRG) • 50% looks for delivery data when they start to shop • 80% want progress updates after purchase (SMS and Email - 89% preference)! • • • • COPYRIGHT ianjindal.com and InternetRetailing.net 72% - next day 44% - click and collect 18% - 6pm for next day Amazon - Sunday delivery trials February 13, 2014
- 14. Collection – beyond store and home! Amazon lockers in malls! COPYRIGHT ianjindal.com and InternetRetailing.net Collect+ Kiala convenience stores February 13, 2014
- 15. 3 Click and Collect ! Let s make it about you COPYRIGHT ianjindal.com and InternetRetailing.net 17 February 13, 2014
- 16. 25% of online orders are for collection in store, but…! Halfords – 86% of orders are for click and collect! COPYRIGHT ianjindal.com and InternetRetailing.net Significant impact on store infrasture February 13, 2014
- 17. TITLE Click and collect – more than a button!! COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014
- 18. TITLE Web to store integration! COPYRIGHT ianjindal.com and InternetRetailing.net 20 February 13, 2014
- 19. TITLE Multichannel customers are worth 4x - an additional advantage of click and collect! • Multichannel customer worth circa 4x a single-channel customer! • Some retailers now saying 8~12x! • 1 in 3 customers who collect in store but other products! • 1 in 3 returns customers spend more than the returns value! Source: Aberdeen; interviews; JC Williams Group; McKinsey analysis COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014
- 20. 4 In-store ! Digital renaissance of the store COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014
- 21. The store is important to our customers! The store is used to fulfil and to inspire! Customers use of channels • 44% always check online first! 75% • 65% check store first! 65% • 87% see multi-channels as important COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014
- 22. Mobile in store European Smartphone users (%)! 2013 MobiLens research COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014
- 23. Digital is in-store! John Lewis - StyleMe! COPYRIGHT ianjindal.com and InternetRetailing.net Significant impact on store infrasture February 13, 2014
- 24. Digital is in-store! COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014
- 25. TITLE 28 COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014
- 26. Store, data, social…! COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014
- 27. 5 Seamless ! Mind the gap COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014
- 28. 6 STAFF ! The way they make you feel COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014
- 29. TITLE Impact of store employees on purchasing! Be as empowered as our customers Knowledge as a key indicator within customer satisfaction. COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014
- 30. Social inside the business 7 COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014 !
- 31. COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014
- 32. 8 B2C ! Brands to customer COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014
- 33. TITLE COPYRIGHT ianjindal.com and InternetRetailing.net 36 February 13, 2014
- 34. 9 COPYRIGHT ianjindal.com and InternetRetailing.net Product love ! February 13, 2014
- 35. COPYRIGHT ianjindal.com and InternetRetailing.net 38 February 13, 2014
- 36. COPYRIGHT ianjindal.com and InternetRetailing.net 39 February 13, 2014
- 37. COPYRIGHT ianjindal.com and InternetRetailing.net 40 February 13, 2014
- 38. 10 COPYRIGHT ianjindal.com and InternetRetailing.net Other trends ! 41 February 13, 2014
- 39. 10 Other trends ! International, Internet of Things, Big Data, Insight, Wearable Technology … many more – but we’re talking about now… COPYRIGHT ianjindal.com and InternetRetailing.net 42 February 13, 2014
- 40. 10 TOTAL RETAIL [tm] COPYRIGHT ianjindal.com and InternetRetailing.net February 13, 2014 !
- 41. Trend -> action ! • Body Level One! – Body Level Two! • Body Level Three! – Body Level Four! » Body Level Five COPYRIGHT ianjindal.com and InternetRetailing.net • Customers are driving us ! • Make and deliver promises digitally, in store, delivery! • Seamless execution! • People, process, technology! – Training and empowerment! – Capability at every touchpoint! – Seamless data! • Customer experience under your brand! 44 February 13, 2014
- 42. TITLE Thank you ! • www.ianjindal.com! • ian@jindal.net! • @ianjindal! • • • • COPYRIGHT ianjindal.com and InternetRetailing.net www.internetretailing.net! www.internetretailingawards.com! www.internetretailingconference.net! @etail! February 13, 2014