mobile e-commerce or mobility shopping

+46 (0)760 405012 daniel.eliasson@apegroup.com

Daniel Eliasson

Speaker, advisor Founder: xwine.se GNOSCO

Bus.developer: Apegroup

There is a new drug

in the streets

Industries are being redefined

MATURITY

Media Retail Hotels

- Healthcare - Automotive - Logistics - B2B industry - Finance

Banking is necessary.

Banking is necessary.Banks are not.- Bill Gates

Logistic is in transformation

Logisticsis in transformation

Or computer on wheels

Every industry becomes a platform for innovation

A car?

Major changes in the retail industriesE-commerce goes physical

Traditional (physical) stores goes e-commerce

…and some goes full-out Omni

What if….?

Social players enter the commerce area

Mobile E-commerce or

mobility shopping

Statistics

…it is growing

…and growing

Are you surprised by the adoption speed of mobile commerce?

Turbo speed?• It took AOL (America Online) 9 years to get to 1 million users.

• It took Facebook 9 months.

• It took the mobile app, “Draw Something” 9 days!

- Your customer journey is constantly changing

Customer Journey

Customer Journey - always changing

In-store (Shelf)

Mobile app

Mobile web

In-store (POS)

Tablet app

Loyalty card

Outdoor media

Campaigns

In-Store (Screens)

AwarenessResearch & Compare

Evaluate fit & feel

Search Add to basket

Postal service

Purchase AnticipateDelivery / Pick-up

Return Share / reviewUse

In-store (Staff)

Physical store - Back in the days

In-store (Shelf)

Mobile app

Mobile web

In-store (POS)

Tablet app

Loyalty card

Outdoor media

Campaigns

In-Store (Screens)

Evaluate fit & feel

Postal service

In-store (Staff)

In store

Physical store - Yesterday

In-store (Shelf)

Mobile app

Mobile web

In-store (POS)

Tablet app

Loyalty card

Outdoor media

Campaigns

In-Store (Screens)

Evaluate fit & feel

Postal service

In-store (Staff)

In store

Physical store - Today

In-store (Shelf)

Mobile app

Mobile web

In-store (POS)

Tablet app

Loyalty card

Outdoor media

Campaigns

In-Store (Screens)

Evaluate fit & feel

Postal service

In-store (Staff)

In store

Example KicksPersonel have access to information in a mobile situation, in the store.

Personel know that customer might come from digital touch points and are prepared.

E-Commerce - Back in the days

In-store (Shelf)

Mobile app

Mobile web

In-store (POS)

Tablet app

Loyalty card

Outdoor media

Campaigns

In-Store (Screens)

Evaluate fit & feel

Postal service

In-store (Staff)

E-commerce

E-Commerce - Yesterday

In-store (Shelf)

Mobile app

Mobile web

In-store (POS)

Tablet app

Loyalty card

Outdoor media

Campaigns

In-Store (Screens)

Evaluate fit & feel

Postal service

In-store (Staff)

E-commerce

E-Commerce - Today

In-store (Shelf)

Mobile app

Mobile web

In-store (POS)

Tablet app

Loyalty card

Outdoor media

Campaigns

In-Store (Screens)

Evaluate fit & feel

Postal service

In-store (Staff)

E-commerce

Example - NetonnetMobile price comparison at your competitors physical store.

Example NetonnetMobile price comparison at your competitors physical store.

Example - Zalando, SportamoreClothes and Media leads mobile device purchase

Example Zalando, SportamoreClothes and Media leads mobile device purchase

Journey across touch points

In-store (Shelf)

Mobile app

Mobile web

In-store (POS)

Tablet app

Loyalty card

Outdoor media

Campaigns

In-Store (Screens)

Evaluate fit & feel

Postal service

In-store (Staff)

In store

E-commerce

Example Kicks

Add on to existing e-commerce order

Payment solution that is totally seamless between e-commerce and physical store

You constantly have to analyse how your customers are moving between touch-points and by that constantly improve the experience

Use a LAB

Experimenting with the lovely mess of digital and physical

Connecting customer journeys

Do you own the complete customer journey?

Awareness Research & Compare

Evaluate fit & feel

Search Add to basket Purchase Anticipate Delivery / Pick-up

Prisjakt, etc.

Your Company

Payment company (Klarna,

Dibs, etc.)

Logistic company

Many other products in

the eco-system

Your company

Example mathem.se

mathem.se have their own drivers and delivery trucks in order to secure the customer experience

Evaluate fit & feel

Prisjakt, etc.

Your Company

Dibs, etc.)

Logistic company

the eco-system

Your company

Focus on the product and its ecosystem

Evaluate fit & feel

Prisjakt, etc.

Your Company

Dibs, etc.)

Logistic company

the eco-system

Your company

Qliro/Cdon

Espresso HouseA more integrated and customised mobile payment solution

Focus on every part of the journey, and you will have happier customers

and by that more revenue

Mobility shoppingIt is digital and physical

and the combination of both

Pre-open

Beacons

Loyalty

Loyalty and mobile shopping is the perfect match

You can’t really talk to anyone through a plastic card, now can you?

Netonnet Mediamarkt

Dormy Apoteket

Lunchrestauranger Linas Matkasse

Middagsfrid Lensway

IKEA SF

SATS Tandläkare

Frisören Sören

Espressohouse Starbucks

McDonalds ICA SL

Frequent purchaseSeldom purchase

Low loyalty

Highloyalty

Identify what kind of customers and purchase behaviour you have and then adapt the experience

and the mobile payment solutions

McD case

One-To-One conversation

Driving footfall

Easy payment

Focus on loyalty and one-to-one marketing…and through that successfully introduce

mobile payment

Combine superdigital

and superhuman

Super digital but not human

Super human but not digital

Example - Apple Store

Super Human Experience

Customer (Human)

Staff & Organsiation (Human)

Super Digital Experience

Customer (Human)

Digital services (Digital)

A digital supporting experience

Integrated Experience - Super Digital AND Super Human

Customer (Human)

It doesn’t have to be that hard…

…a small bus company can do it..

1. Think both digital and physical world when you choose payment solution

2. Every single part of your customer journey is important

3. Loyal customers or not - identify where you are and adapt the experience and mobile payment solution accordingly

4. You have to provide an end-to-end solution for mobile payment, loyalty and one-to-one marketing communication

To sum it up…

Thanks!Daniel Eliasson

+46 (0)760 405012 daniel.eliasson@apegroup.com

mobile e-commerce or mobility shopping

store sta

mobile situation

return share reviewuse

basket postal service

automotive logistics

customer journey

b2b industry finance

logistics isin transformation

Documents

fakten zum m-commerce: smartphones als shopping-berater

case study e-commerce: fashion house online shopping

e-commerce holiday shopping infographic

retail mobility solutions fugenx - transforming shopping...

social shopping - converting conversations to commerce

e-commerce & social shopping

e-commerce is experiencing new commerce: flexible shopping

social commerce and social shopping

e commerce & online shopping in india

e commerce and online shopping

india shopping rewards where e-commerce, m-commerce, mobile...

e-commerce and shopping centers in russia 2013

intro to facebook commerce (f-commerce or social shopping)

next wave shopping & commerce - good2gether

e-commerce trends and online shopping

social shopping: l’e-commerce diventa relazionale

the influence of e-commerce upon the shopping …...scotland...

klikbungkus - social shopping e-commerce website

commerce - oracle · commerce rediction five alistair...

e-commerce & online shopping