the future of canadian retail - combining yesterday's rules with today's trends for retail...

THE FUTURE OF CANADIAN RETAIL

COMBINING YESTERDAY’S RULES WITHTODAY’S TRENDS FOR RETAIL SUCCESS

July 10, 2013

Jeff BerrySenior Director,

Research and Development

All information contained herein is confidential and/or proprietary information of LoyaltyOne, Inc. and any unauthorized use and/or any disclosure is strictly prohibited. 3

Methodology

• 20 Minute long online survey• April 2013• 1,127 Canadians• Representative sample• Age• Gender• Region

FUTURE SUCCESSBY LEARNING

FROM THE PAST

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Change has been exponential

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The Four Principles

THE CUSTOMER IS QUEEN

RETAIL LIVES IN

THE DETAIL

LOCATION, LOCATION, LOCATION

THE 4 P’S OF

MARKETING

1

4 3

2

THE CUSTOMERIS QUEEN

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CROWD SOURCING

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RE-COMMERCE

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P2P (PEER-TO-PEER)

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CROWD-FUNDING

RETAIL LIVESIN THE DETAIL

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RETAIL LIVES IN THE DETAIL

All information contained herein is confidential and/or proprietary information of LoyaltyOne, Inc. and any unauthorized use and/or any disclosure is strictly prohibited. 14All information contained herein is confidential and/or proprietary information of LoyaltyOne, Inc. and any unauthorized use and/or any disclosure is strictly prohibited.

RETAIL LIVES IN THE DETAIL

All information contained herein is confidential and/or proprietary information of LoyaltyOne, Inc. and any unauthorized use and/or any disclosure is strictly prohibited. 15All information contained herein is confidential and/or proprietary information of LoyaltyOne, Inc. and any unauthorized use and/or any disclosure is strictly prohibited.

RETAIL LIVES IN THE DETAIL

All information contained herein is confidential and/or proprietary information of LoyaltyOne, Inc. and any unauthorized use and/or any disclosure is strictly prohibited. 16All information contained herein is confidential and/or proprietary information of LoyaltyOne, Inc. and any unauthorized use and/or any disclosure is strictly prohibited.

RETAIL LIVES IN THE DETAIL

63%expect to receive personalized offers based on their previous

purchasing behaviour, personal information and preferences

All information contained herein is confidential and/or proprietary information of LoyaltyOne, Inc. and any unauthorized use and/or any disclosure is strictly prohibited. 17All information contained herein is confidential and/or proprietary information of LoyaltyOne, Inc. and any unauthorized use and/or any disclosure is strictly prohibited.

RETAIL LIVES IN THE DETAIL

54%would like to receive a

personalized offer upon entering the store on a smartphone or tablet or through an associate

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RETAIL LIVES IN THE DETAIL

53%are willing to share personal

information for customized offers, discounts and services

THE 4 P’S OFMARKETING

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THE 4 P’S OF MARKETING

All information contained herein is confidential and/or proprietary information of LoyaltyOne, Inc. and any unauthorized use and/or any disclosure is strictly prohibited. 21All information contained herein is confidential and/or proprietary information of LoyaltyOne, Inc. and any unauthorized use and/or any disclosure is strictly prohibited.

THE 4 P’S OF MARKETING

All information contained herein is confidential and/or proprietary information of LoyaltyOne, Inc. and any unauthorized use and/or any disclosure is strictly prohibited. 22All information contained herein is confidential and/or proprietary information of LoyaltyOne, Inc. and any unauthorized use and/or any disclosure is strictly prohibited.

THE 4 P’S OF MARKETING

All information contained herein is confidential and/or proprietary information of LoyaltyOne, Inc. and any unauthorized use and/or any disclosure is strictly prohibited. 23All information contained herein is confidential and/or proprietary information of LoyaltyOne, Inc. and any unauthorized use and/or any disclosure is strictly prohibited.

THE 4 P’S OF MARKETING

LOCATION,LOCATION, LOCATION

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LOCATION, LOCATION, LOCATION

All information contained herein is confidential and/or proprietary information of LoyaltyOne, Inc. and any unauthorized use and/or any disclosure is strictly prohibited. 26All information contained herein is confidential and/or proprietary information of LoyaltyOne, Inc. and any unauthorized use and/or any disclosure is strictly prohibited.

LOCATION, LOCATION, LOCATION

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ONLINE

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ONLINE

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SHOWROOMING

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SHOWROOMING

CHANGING FOR A CUSTOMER-CENTRIC

FUTURE

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LEVERAGE CUSTOMER-SPECIFIC DATA

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CREATE SEAMLESS OMNI-CHANNEL SHOPPING

Retailers must seamlessly integrate the offline and online worlds and provide a positive

experience to consumers

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EMBRACE IN-STORE TECHNOLOGY

70%Want technology

enabled associates

54%Scan while shopping and pay

quickly anywhere

54%Want personalized offers when

they enter the store

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GIVE CUSTOMERS CONTROL

Engaging customers in creating their own brand interaction

and experience

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GIVE CUSTOMERS CONTROL

Retailers will seek help from their key customers in designing the

shopping experience, suggesting merchandise, and perhaps even

tweaking pricing.

FORGING THEFUTURE OF RETAIL

QUESTIONS?

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THANK YOU

All information contained herein is confidential and/or proprietary information of LoyaltyOne, Inc. and any unauthorized use and/or any disclosure is strictly prohibited.All information contained herein is confidential and/or proprietary information of LoyaltyOne, Inc. and any unauthorized use and/or any disclosure is strictly prohibited.