future of retail - electronic goods, appliances, furniture - retail industry keynote speaker
DESCRIPTION
Future of retailing in Mexico, Brazil, Argentina and rest of Latin America - keynote by Dr Patrick Dixon for Samsung client event. Keynote lecture covers wide range of retail trends including future of shopping malls and large retail stores, department stores, global retail chains and niche outlets, clothing, food, fast moving consumer goods, white goods, furniture and future of automotive sales. Ways to improve the customer relationship, customer experience, brand loyalty, customer engagement, affinity and kinship. Future of e-commerce, m-commerce and mobile payment systems - impact on retail spending. Growth of home delivery and drop-off points for online sales purchases. Future of online spending. Multichannel marketing to mobile consumers. Impact of all these trends on retailing.TRANSCRIPT
Dr Patrick Dixon Chairman Global Change Ltd
Future of Retail Customer Experience and Relationship
帕特里克▪迪克森 Global Change Ltd 主席
Global Outlook -‐ and La/n America Retail
• Global economy never stopped growingWGP 1980-‐2013 (%,constant prices)
US GDP 1980-‐2013 (%,constant prices)
Mexico, Brazil, US GDP (%,constant prices)
Mexico Retail Growth
Vietnam GDP 1985-‐2011
>40% WDP by 2015 Asia powering growth
� IMF - adjusted for Purchasing Power Parity
$3.4 trillion
Reserves
Text
One word will drive Future
Future retail is about
EMOTION
KinshipCustomer
Focus
SAVETIME
20
21
SMARTCALL-‐CENTRES
Most call-‐centresslow, blind and
deaf(single screen -‐ no social media)
Mega Chains
Expect rapid growth of large retail chains -‐ new outlets
� Soriana, Cencosud, Casino (CBD, Exito), Carrefour and Wal-Mart
HUGEMALLS
And decline of smaller shops
LeisureRetailing
Niche Trader
RETAILJourneys
Guide what customers look at as they walk
In-‐store Personal Advisors
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Ultra Premium
50m joined middle classes in La/n
America over last decade (World Bank)
OnlineBoom
70m people online in Mexico5m tablet users
30m smartphones -‐ up 49%pa60% of 25-‐34 year olds (Google report 2013)
e-‐commerce hit $1 trillion in 2012 e-‐marketer 12% of all retail in UK
Price Comparison
Italy: 58% increase in aggregator sales of car insurance in first 6
months of 2013 v 2012
Future of Retail
Marke/ng
33% in UK don’t watch live TV
InformationRevelation
1 trillion pages a month
"Perfection!, Wonderful hotel. Good value, beautiful views.“
Madrid May 20, 2013
This was the most beautiful hotel. Clean, friendly and good value.
“Worst hotel I have ever been in. Should be closed down.“
Paris April 11, 2013
NEVER stay in this terrible place. Rats, insects, dirty. Many guests got sick.
74 million users a month
MobileMarke/ng
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Mobile: MORE THAN A CHANNEL
Mobile6m new mobile users in Mexico in 2014
28% population - highest in Latin America
MobileMexico mobile ad spend $173m in 2014
Up by 87% in 12 months
Loca/on Marke/ngis next
BIG THING
From Invasive to Insight
Mobile“On-time, anyhow, anywhere”
Reduce customer support costsBoost cross-sell / up-sell (works well)Easier policy changes and renewals
Policy alerts / progress on claimsIntegrated product offersFusion with social media
MobilePayment
77
Wireless Payment Cash costs EU60bn pa
> 200 million mobile payments> 70% in Africa > $160bn
79
2m businesses use SQUARE in US
• Kenya -‐ 17m customers• $9bn pa -‐ >33% GDP
•
1.7bn users unbanked
83
• In UK alone....• Transactions >$1trillion pa • Credit card debt >$100bn• Average card interest rate
16%• 2% commissions worth $18bn
Payments Doorway
Free mobile devicescalls / web / TV / games / payHigher income model
2010 2013 2015
TelcoBanks
FusionOn-‐Off line
SALESOnline / physical
worlds become oneBuy online - deliver to store.
Buy store - deliver at home. Go to store, research and order
online etc.
BeyondHome Delivery
Over 4000 road hauliers in EU
1.3bn home delivered e-‐com items in UK a year (+12% pa)
Home delivery when no one at home?
91
3000 Parcel Shops in UK in 12 months Chosen by up to 50% customers for
deliveries
92
SPEEDto Market
Gold standard:10am orders for 3pm Delivery
10am orders for 3pm Delivery
Internet of Things
1.5m components in supply chain
A6 – 85 door components50,000 product combinaHons
90% all global data generated in last 2 years
Big Data
Big Data means shift from
Marketing to Creative Advice
• Home• Work• Online• Offline• Sales• Entertain• Phone• Mobile• Chat
ONECUSTOMER
•Individuals•Family•Community•Wide World
Beier Retail Future
Stronger Kinship
Dr Patrick Dixon Chairman Global Change Ltd
Future of Retail Kinship with Customers
帕特里克▪迪克森 Global Change Ltd 主席