The document discusses emerging trends in retail driven by customers' increasing demands for personalized experiences and participation. It describes how retailers are adopting new models like "Retail on Demand" to offer specialized advice, product customization, and experiential shopping. Customers now expect retailers to understand their individual preferences, teach them product features, and allow them to provide input that influences product design and sales.
4. Modern Shopper’s Demands
• Sophistication Based On Personal Knowledge
• Prepared To Trade Data For A Better
Experience
• Instant Access To Expertise
• Takes Advantage Of Technology
• Offered A Perfect Match
Retail On Demand
10. “Teach Me How To Use This”
RETAIL ON DEMAND
Subject Specialist
SHOPPER COACHING
Staff members with specialized knowledge bases who can provide smarter
answers and product recommendations to their customers in-store, online
and over the phone.
17. “LET ME BUILD THE PERFECT ONE FOR ME”
Experience Centers
Best-in-class brands are creating experience centers where consumers are
approached, not only as shoppers, but as sophisticated learners who are
eager to engage and create
20. FUJIFILM
3D PRINTING KIOSK ALLOWS RETAILERS TO
OFFER CUSTOMERS PERSONALIZED OBJECTS
21. “HELP ME CHOOSE THE PERFECT FIT”
Reading The Customer
RETAIL ON DEMAND
FIT WITH A CLICK
Opt-in services that allow customers to make their personal data available to
members of staff in exchange for the promise of tailored service, product
recommendations and optimization.
23. SAYDUC
K
AUGMENTED REALITY APP TESTS POTENTIAL
FURNITURE IN CONSUMERS’ HOMES
24.
25. Modern Shopper’s Demands
• Wants to Have A Say On What Is Produced
• Enjoys Lending A Hand To Fellow Shoppers
• Will Gather People Around To Get A Better
Price
• Wants To Be Rewarded For Sharing Shopper
Expertise
New Brand Champion
27. “LET ME SELL ON YOUR BEHALF”
THE NEW BRAND CHAMPION
Setting The Stage
SHOPPER AS
By clearing the air before customers enter a store and calling out targeted
AFFILIAT
moments for valuable interactions, retailers are helping to create the
foundations of a focused and worthwhile interaction
30. “LET ME HELP DECIDE WHAT’S SOLD”
Customer Abassadors
Shoppers are looking to harness the wealth of information and preferences
they callout, and create online, bringing the cache of information with them to
help inform and support their decisions
33. “HELP ME DECIDE WHICH ONE TO
BUY”
Meta-Library
By tapping into the wealth of online information by leveraging image
recognition search and augmented reality to present detailed information and
contextual relevance, users are able to use information without being tied to
a specific medium or behavior.
37. “LET ME NAME MY PRICE”
Layered Virtual
Showcase
With a growing level of peer to peer communities that are working together
and searching for service answers, the right information is being rewarded
and being presented in easy formats for large groups of people to use and
share.
A new set of digital services are enabling shoppers to visually experience
and experiment with products before they buy.
42. Contact
WHY PSFK
PSFK is a trends-led innovation company that
provides its clients with ideas and inspiration to
evolve its products, services and marketing
communications. We employ a unique methodology
to deliver trends research together with future
business concepts and user scenarios to a client list
that includes BMW, Microsoft, InterContinental
Piers Fawkes
Hotels Group, Target and Pepsi.
CEO & Founder
piers@psfk.com
+1 646.520.4672
Jeff Weiner
Director, Business Development
jeff.weiner@psfk.com
+1 646.520.4665
+1 516.359.3453
42 Bond Street, 6th Floor
New York, NY 10012 USA
www.psfk.com
Samsung Brand Ambassador Innovations – Strictly Confidential – June 2012