The document discusses 10 trends for multichannel retailers in 2014 including increased use of mobile devices, delivery options, click-and-collect services, digital integration of online and in-store experiences, social media, brand-focused marketing, and a focus on seamless customer experiences across channels. It also emphasizes the importance of empowering store staff and using customer data to personalize the shopping experience from any channel.

1. Connecting with the
Connected Customer
10 trends for multichannel retailers in 2014
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2. Trends
!
Introductions and the customer!
!
!
1. Mobile, mobility and Tablets!
2. Delivery!
3. Click and Collect!
4. IRIS!
5. Seamlessness
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!
!
!
6. Staff!
7. Social inside the business !
8. B2C - Brand to Consumer!
9. Product!
10. Total Retail [TM]
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3. Ian Jindal
@etail @ianjindal
!
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4. European eCommerce
!
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5. Polish growth
!
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6. External growth?
!
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7. No silos
!
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8. 1
Mobile and mobility
!
Always, always on…
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9. Mobile, mobile everywhere
European Smartphone users (%)!
2013 MobiLens research
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10. TITLE
Mobile and tablet use - while watching
TV!
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11. 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 photobased; 70% mobile
!
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12. TITLE
Touch-first design!
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13. TITLE
Touch-first design - House of Fraser
Swipe-able; touchable…!
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14. 2
Delivering
!
… on our promises
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15. TITLE
Delivery promise is a key aspect of selling!
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16. TITLE
Delivery promise is a key aspect of selling!
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17. 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)!
•
•
•
•
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72% - next day
44% - click and collect
18% - 6pm for next day
Amazon - Sunday delivery trials
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18. TITLE
• Shutl.com!
• One-hour delivery!
• Tracking on mobile!
• To Shutl as well as to
Google ?!
• Acquired by eBay, 2013!
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19. Collection – beyond store and home!
Amazon lockers in malls!
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Collect+ Kiala convenience stores
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20. 3
Click and Collect
!
Let s make it about you
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21. 25% of online orders are for collection in
store, but…!
Halfords – 86% of orders are for click and collect!
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Significant impact on store infrasture
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22. TITLE
Click and collect – more than a button!!
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23. TITLE
Web to store integration!
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24. 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
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25. 4
In-store
!
Digital renaissance of the
store
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26. 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
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27. Mobile in store
European Smartphone users (%)!
2013 MobiLens research
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28. Digital is in-store!
John Lewis - StyleMe!
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Significant impact on store infrasture
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29. Digital is in-store!
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30. Digital is in-store!
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31. TITLE
31
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32. Store, data, social…!
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33. 5
Seamless
!
Mind the gap
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34. 6
STAFF
!
The way they make you feel
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35. TITLE
Impact of store employees on
purchasing!
Be as empowered as our
customers
Knowledge as a key
indicator within
customer satisfaction.
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36. Social inside the business
7
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!

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38. 8
B2C
!
Brands to customer
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39. TITLE
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40. 9
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Product love
!
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44. 10
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Other trends
!
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45. 10
Other trends
!
International, Internet of Things, Big
Data, Insight, Wearable Technology
… many more – but we’re talking
about now…
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46. 10
TOTAL RETAIL [tm]
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!

47. Trend -> action
!
• Body Level One!
– Body Level Two!
• Body Level Three!
– Body Level Four!
» Body Level Five
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• 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!
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48. TITLE
Thank you – Dziękuję! !
• www.ianjindal.com!
• ian@jindal.net!
• @ianjindal!
•
•
•
•
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www.internetretailing.net!
www.internetretailingawards.com!
www.internetretailingconference.net!
@etail!
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