The digital retail model - customer expectations

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An overview of the ecommerce sector and how customer expectations are driving a better connected business model to support and capitalise on them.

Technologie

digital growth acceleration.
#digitalretail @SagittariusMktg

great expectations.
ability to check
store or online
stock quickly
Source: PwC Total Retail Survey
#digitalretail @SagittariusMktg
46%

multi-channel
is a given.
#digitalretail @SagittariusMktg
social
media
online
physical
store
customer
mobile
big data
CRM

ethos.
pathos.
logos.
#digitalretail @SagittariusMktg

consumer
digital
ecosphere.
community
content
commerce
Mary Meeker, internet trends 2014
#digitalretail @SagittariusMktg

personalisation.
#digitalretail @SagittariusMktg

personalisation.
22%
less bounce
rate
7%
more holiday
searches
32%
more hotel page
views
107%
increase in
facebook likes
120%
increase in customer
feedback
55%
more conversions to
booking process
#digitalretail @SagittariusMktg

big data.
#digitalretail @SagittariusMktg

transparency and real time.
#digitalretail @SagittariusMktg

consistent experience.
#digitalretail @SagittariusMktg

60%
50%
40%
30%
20%
10%
2010 2011 2012 2013 2014
the year of
mobile first?
#digitalretail @SagittariusMktg

apps or mobile sites?
#digitalretail @SagittariusMktg

14% of all baskets
23% of all revenue
#digitalretail @SagittariusMktg

an ‘always on’ 24/7experience.
#digitalretail @SagittariusMktg

two-way engagement.
#digitalretail @SagittariusMktg

the digital retail model.
2
integrated technology,
platforms and systems to provide
seamless transaction service to
anyone, anywhere
#digitalretail @SagittariusMktg
4
a customer-focussed
organisation, instead
of a channel-focussed
organisation
1
customer analytics
for easy, convenient,
personalised
transaction experiences
3
supply chain
optimisation
enabling transactions
anywhere

top tips.
omni-channel
have a story
personalise
be consistent
mobile first
always on
two-way engagement
#digitalretail @SagittariusMktg

thank you.
Paul Stephen
paul@sagittarius.agency
#digitalretail @SagittariusMktg

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The digital retail model - customer expectations

1. #digitalretail @SagittariusMktg

3. digital growth acceleration. #digitalretail @SagittariusMktg

4. customer maturity model.

5. digital growth acceleration. #digitalretail @SagittariusMktg

6. great expectations. ability to check store or online stock quickly Source: PwC Total Retail Survey #digitalretail @SagittariusMktg 46%

7. multi-channel is a given. #digitalretail @SagittariusMktg social media online physical store customer mobile big data CRM

8. ethos. pathos. logos. #digitalretail @SagittariusMktg

9. consumer digital ecosphere. community content commerce Mary Meeker, internet trends 2014 #digitalretail @SagittariusMktg

10. personalisation. #digitalretail @SagittariusMktg

11. personalisation. 22% less bounce rate 7% more holiday searches 32% more hotel page views 107% increase in facebook likes 120% increase in customer feedback 55% more conversions to booking process #digitalretail @SagittariusMktg

12. #digitalretail @SagittariusMktg

13. big data. #digitalretail @SagittariusMktg

14. transparency and real time. #digitalretail @SagittariusMktg

15. consistent experience. #digitalretail @SagittariusMktg

16. 60% 50% 40% 30% 20% 10% 2010 2011 2012 2013 2014 the year of mobile first? #digitalretail @SagittariusMktg

17. apps or mobile sites? #digitalretail @SagittariusMktg

18.

19. 14% of all baskets 23% of all revenue #digitalretail @SagittariusMktg

20. an ‘always on’ 24/7experience. #digitalretail @SagittariusMktg

21. two-way engagement. #digitalretail @SagittariusMktg

22. two-way engagement. #digitalretail @SagittariusMktg

23. the digital retail model. 2 integrated technology, platforms and systems to provide seamless transaction service to anyone, anywhere #digitalretail @SagittariusMktg 4 a customer-focussed organisation, instead of a channel-focussed organisation 1 customer analytics for easy, convenient, personalised transaction experiences 3 supply chain optimisation enabling transactions anywhere

24. brand or retailer? #digitalretail @SagittariusMktg

25. top tips. omni-channel have a story personalise be consistent mobile first always on two-way engagement #digitalretail @SagittariusMktg

26. thank you. Paul Stephen paul@sagittarius.agency #digitalretail @SagittariusMktg