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DESCRIPTION
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source: British Retail Consortium / KPMG – Dec. 13 (growth is vs. year ago)
growth non-food
online
+19.2%
growth non-food
retail
+1.8%
online share of
retail
+18.6%
source: British Retail Consortium / KPMG – Dec. 13 (growth is vs. year ago)
growth non-food
online
+19.2%
growth non-food
retail
+1.8%
online share of
retail
+18.6%
growth John Lewis
online
+22.6%
AGENDA
1. omni-channel
2. physical stores: why?
3. physical stores: where?
4. formats: a couple of cases
5. conclusion
OMNI-CHANNEL
omni- channel
cross- channel
multi- channel
mono- channel
THE CONNECTED STORE
benefits of offline:
experience, service & advice
merchandise in stock
trust
enriched with the internet…
free wifi, screens, tablets,..
website, webshop, app…
… & the benefits of online:
access to info, reviews & ratings
order in-store & at home
choice
source: British Retail Consortium / KPMG – Dec. 13 (growth is vs. year ago)
growth non-food
online
+19.2%
online share of sales John Lewis ‘13
> 28%
growth John Lewis
online
+22.6%
growth John Lewis
click & collect
+62%
TOP 10 BIGGEST ONLINE RETAILERS 2013 (EUR)
source: Internet Retailer
AGENDA
1. omni-channel
2. physical stores: why?
3. physical stores: where?
4. formats: a couple of cases
5. conclusion
WHY?
sales
WHY?
consumer electronics
15
“We are seeing about 34% of (pick-up) visits translating into additional sales in shop and that number is growing
exponentially at the moment.
It’s typically or increasingly for purchases that the customer didn’t think they would make. So it is quite
out with whatever they were going to collect.”
WHY?
sales
logistics
in-store pick-up
in-store returns
WHY?
sales
logistics awareness
WHY?
sales
logistics
service & advice
awareness
“After having looked up information online, I often have the feeling that I know more about a product than the sales associate.”
source: “Retail in Belgium,” InSites/Vlerick, 2012 (n = 165)
0 20 40 60 80 100
9 10 37 24 20
totally disagree disagree neutral agree totally agree
from selling to helping to buy…
WHY?
sales
logistics
service & advice
awareness
brand image
WHY?
sales
logistics
service & advice
awareness
brand image
showroom
37
one size doesn’t fit all
% of purchases without visit to showroom
DNA context
AGENDA
1. omni-channel
2. physical stores: why?
3. physical stores: where?
4. formats: a couple of cases
5. conclusion
n = 387 gemeenten (96% van het totaal)
IMPACT OF SIZE OF SHOPPING AREA
source: Rabobank – evolution 2009 - 2011
SOURCE OF SALES EVOLUTION (RESIDENTS VS. NON-RESIDENTS)
source: Rabobank – evolution 2009 - 2011
51
INPLANTING DIEST
23.000
INPLANTING DIEST
23.000
76.000
98.000
IMPACT OF SIZE OF SHOPPING AREA
source: Rabobank – evolution 2009 - 2011
Diest = 20.000 m2
Hasselt = 85.000 m2
Leuven = 81.000 m2
INPLANTING DIEST
23.000
18.000
44.000
29.000
76.000
98.000
% koopvlucht
12,8% 48,9% 27,3%
% koopattractie
INPLANTING DIEST
INPLANTING DIEST
50,6% 93,2% 62,1% totaal
koopattractie - Diest
koopattractie - Hasselt
centrum inwoners grootte (m2)
periodieke (%)
periodieke (m2)
Hasselt 76.000 85.000 70% 60.000
Leuven 98.000 81.000 66% 53.000
Diest 23.000 21.000 56% 12.000
VERGELIJKING HASSELT & DIEST
Hasselt: n = 153 Diest: n = 75
fun shopping: “the winner takes it all”
RUN SHOPPING: EFFICIENCY RULES
AGENDA
1. omni-channel
2. physical stores: why?
3. physical stores: where?
4. formats: a couple of cases
5. conclusion
FORMATS: A COUPLE OF CASES
sales
logistics
service & advice
awareness
brand image
showroom
which functions?
AGENDA
1. omni-channel
2. physical stores: why?
3. physical stores: where?
4. formats: a couple of cases
5. conclusion
‘Dit boek biedt een stevig conceptueel kader én heel concrete handvatten! Een echte must voor al wie begaan is met de toekomst van retail!’
Wouter Torfs, CEO Schoenen Torfs
‘Eindelijk een boek waarin niet de techniek maar de klant centraal staat. Gino beschrijft duidelijk, prikkelend en uitdagend hoe retailers hiermee moeten omgaan. “Verplicht stellen voor alle medewerkers in de retail”, zou ik zeggen.’
Rob Berns, CEO Kwantum
20%
24%
80%
76%
female
male
no yes
“do you shop online?” (US teens)
source: PiperJaffray / PEW Research
spring 2013
78%
75%
22%
25%
female
male
in stores online
“do you prefer to shop online or in stores?”
(US teens)
source: PiperJaffray / PEW Research
spring 2013
CONCLUSION
sales
logistics
service & advice
awareness
brand image
showroom
where, which functions &
how many?
“I’ve failed over and over, and that is why I succeed”
CONCLUSION
84
Prof. Gino Van Ossel
Retail management
E-commerce & omni-channel
Shopper & trade marketing
Channel management
@ginovanossel