Internet is changing our lives, impact on customer behaviour, business and marketing. Disruption has just started.

1. Disruption
Customer will buy differently
Prof Dr Cor Molenaar
RSM/ErasmusUniversity
eXQuo consultancy
Masterclass 5 maart 2015
Patrick Langley
GFK Retail enTechnology
Arnoud Maas
Capgemini-consulting

3. The world waiting for us
Hybrid behaviour
Dubbeling computercapacity every 2 years
Peer to peer concepts
Implodinge supply chains
New generation of consumers

4. The power of local shoppingcenters

5. Attractiveness of shopping centers

6. The evolution of shoppingcenters
based on shopping behaviour

7. Supply chain moet aanpassen bij de dynamica van de vraag

8. Supply chain moet aanpassen bij de dynamica van de vraag

10. De impact van internet
Patrick Langley
GFK Retail andTechnology

11. The impact on our lives:
Technology
Generations
Post-recession behaviour

12. Babyboomers Generatie X GeneratieY
Geboren 1946-1964 Geboren 1965-1979 Geboren 1976-1994
Idealistisch Pragmatisch, cynisch Optimistisch, realistisch
Groep georiënteerd individualistisch Eigen creativiteit
individualistisch
Houden zich aan de
regels
Wijzen regels af Herschrijven de regels
TV PC Internet
Beperkte technologie
focus
Gebruiken technologie Technologie als vanzelfsprekend
Taak gericht Multi tasking Hybride
Diversiteit als gevolg van
acties
Kopen overwogen/
Voorkeur fysiek
Diversiteit als basis
Kopen multi-channel
Pragmatisch
Diversiteit als gewenst
Kopen impulsief, direct,
Voorkeur online
Bron: gebaseerd op Jeanne Meister, (2008), 2020workplace.com

13. cor@cormolenaar.nl
Radical emotions
Individual
Lack of focus and concentration
Always online
Looking for thrills

14. Customers have choices!
Buying locally
Buying in the region
Buying on different locations: on the go

15. cor@cormolenaar.nl

16. cor@cormolenaar.nl

17. cor@cormolenaar.nl

18. cor@cormolenaar.nl
But there is more
Pressure on budgets:
9% is spend on articles which did not exist in 2010
Reduce spenditure on existing articles
More single households

19. Impact ofTechnology
Arnoud Maas
Capgemini-consulting

20. Development eCommerce
and customer behaviour
Pure players: marketleaders will be stronger
Niche players will have different models
New structures for delivery, payment and communication
Hybrid models
Shops with internet in the shops for total services and cost reduction
Shops with websites for security and “click and collect”
Smartphone based customer behaviour and -services
The future of platforms: local based

21. Technology facilitates hybrid behaviour
Structures will adapt
Internet will be the leading platform
Webshops, internet and shops will grow in a new harmony

22. The customer will let you in his
life but your life is the customer

23. Do not forget
• The disruption has just started, you can take
the lead if you are prepared for the future

24. cor@cormolenaar.nl
The buzzard symbolises sharpness and
developing new vision & strategies. Also, he
symbolizes death and rebirth.