Post on 19-May-2015
description
BUY!SALE50%OFFGREAT DEALS!
SALESPEND!!! SPEND!!!$$$$$
$$$$$$$$SHOPRe: Store – Redefining RetailRegaining the emotional higher ground at retail
redefining retail
Hotspex delivers provocative marketing research insights that help clients confidently make informed, inspired decisions. It differentiates itself from other research companies in three ways:
• Consumer engagement • Client engagement • Business focused analysis
The meaningful, actionable insights that result from our work allow our clients – some of the world's leading brands – to develop better strategies, innovations and executions.
Shikatani Lacroix is a leading branding and design firm located in Toronto, Canada.
The company wins commissions from all around the world,
across CPG, retail and service industries, helping clients
achieve success within their operating markets.
It does this by enabling its clients’ brands to better connect with their consumers through a variety of core services
including corporate identity and communication, brand
experience design, packaging, naming and product design.
In 2009, Shikatani Lacroix launched Design Lounge, a website devoted to thought leadership and branding innovation.
Since its inception, the website has hosted a wide variety of
thought provoking video webinars and white papers on all things brand related. In 2011, Design Lounge launched its
first groundbreaking study on the role of packaging in an online world.
Shifting power structure
Who will win this tug of war?
•Cross-Shopping Behavior: How consumers utilize the online and retail environments
•The Emotional Content of Shopping: Online vs. offline
•Brand Profiles
•The Ideal Shopping Experience: What consumers want from retailers online and offline
Respondent profile
WOMEN MEN U.S. CANADAHOUSEHOLD GOODS
PERSONAL CARE BOOKS CLOTHING ELECTRONICS
1049 981 1020 1010 411 400 407 407 405
52% 48% 50% 50% 20% 20% 20% 20% 20%
Visiting retail store locationsMass
Merchandiser(n=638)
%
Walmart 83
Target 69
JC Penny 38
Sears 34
Kmart 34
Sam’s Club 27
Costco 24Top 3 Retailers Most Often Visited %
Walmart 53
Target 25
Costco 6
Bookstore(n=591) %
Barnes & Noble 68Local / independent book store 20
Borders 16BAM! (Books-a-Million) 9
Top 3 Retailers Most Often Visited %
Barnes & Noble 60Local/independent book store 11
Borders 6
Clothing/ Fashion(n=630) %
Kohl’s 54
Macy’s 50
TJ Maxx 35
Marshalls 28
Gap 22
Bloomingdale’s 8
Neiman Marcus 7Top 3 Retailers Most Often Visited %
Kohl’s 31
Macy’s 24
TJ Maxx 8
Drugstore(n=602) %
Walgreens 66
CVS 61USA Drug Stores (Super D, May’s) 3
Top 3 Retailers Most Often Visited %
Walgreens 44
CVS 43USA Drug Stores (Super D, May’s) 1
Electronics/ Appliances
(n=599)%
Best Buy 77
Radio Shack 28
Fry’s 11
Circuit City 8
Top 3 Retailers Most Often Visited %
Best Buy 70
Radio Shack 9
Fry’s 5
Visiting online retail websitesMass
Merchandiser(n=638)
%
walmart.com 66
ebay.com 59
target.com 51
craigslist.org 39
jcpenny.com 32
sears.com 28Top 3 Online Sites Most Often Visited %
walmart.com 36
ebay.com 21
target.com 17
Bookstore(n=591) %
amazon.com 87
ebay.com 47barnesandnoble.com 45
apple.com 14
booksamillion.com 7
abebooks.com 6Top 3 Online Sites Most Often Visited %
amazon.com 75barnesandnoble.com 11
ebay.com 6
Clothing/ Fashion(n=630) %
macys.com 42
thegap.com 17
landsend.com 15
llbean.com 12
jcrew.com 9
lanebryant.com 7Top 3 Online Sites Most Often Visited %
macys.com 31
thegap.com 8
llbean.com 5
Drugstore(n=602) %
walgreens.com 42
cvs.com 37
drugstore.com 25
edrugstore.md 2canadianmedsusa.com 2
Top 3 Online Sites Most Often Visited %
walgreens.com 28
cvs.com 22
drugstore.com 17
Electronics/ Appliances
(n=599)%
amazon.com 78
bestbuy.com 57
ebay.com 49
craigslist.org 29
apple.com 20
frys.com 10Top 3 Online Sites Most Often Visited %
amazon.com 55
bestbuy.com 21
ebay.com 8
Online easy
Shoppers consider themselves very knowledgeable and comfortable with crossover shopping
50% to 70% browse in the store and then buy online
70% Browse then shop
online
30% Browse and shop in
store
Online shopping on growth path Shoppers’ online shopping activity will continue to grow. In the next five to 10 years, about half of their shopping activity will be online rather than in store
Legend
HOUSEHOLD
GOODS/MASS
MERCHANDISE
PERSONAL CARE/
COSMETICS/
MEDICATIONS
BOOKS/
MAGAZINES/
MEDIA
CLOTHING/
FASHION
ELECTRONICS/
APPLIANCES
redefining retail
Online shopping on growth path % of time spent shopping ONLINE rather than retail
5-10 yearsin the future
Present
11% 10% 19% 15% 24%
29% 28% 46% 30% 42%
redefining retail
0-25%
26-50%
51-75%
76-100%
L E G E N D
Almost half of shoppers are using their mobile phones to check prices while in store in the electronics category and about 40% in other categories
Smartphone smart pricing
Retail sales erosionPotential retail sales leakage is about 15% of all browsers going to an online retailer and specifically 7% going to Amazon.com
Browse store and buy online
Shopped for Category in StoreBut Bought Online
(%)
NET Electronics 24
DVD/movies 5
CD/music 3
NET Clothing & Accessories 17
Shoes 3
Other clothing mentions 3
Books 14Specific Store or Website Name
11
NET Personal Care 7NET Houseware/Furniture Appliances
6
NET Cosmetics/Perfume 4
Cleaning supplies 3
Other 4Don't know/refused 3
Store (%)
Walmart 15
Best Buy 11
Barnes and Noble 7
Target 6
Amazon 5
Macy's 4
Don't know/refused 2
None 3
Browsed a store …
…but bought online
Website (%)
Amazon 46
Walmart 8
eBay 5
Other clothing/apparel websites 3
Other website mentions 4
Don’t know/refused 3
None/nowhere/I did not buy online 3
• Browse stores and buy online behavior most common in electronics• Walmart and Best Buy lead in stores browsed but then purchases
made online• Amazon clearly dominates online purchases
Buying from retailer website
Buying from a traditional retailer website (%)
Mass Merchandise
DrugstoreBooks/
Magazines/ Media
Clothing/ Fashion
Electronics/ Appliances
A B C D E
n=211 n=199 n=202 n=203 n=205
Very Often 26 24 30 2938AB
Sometimes 45 42 39 48 45
Rarely 18E 18 18E 15 11
Never 11 17DE 12E 8 6
70 66 69 76B
82ABC
Buying from a traditional retailer’s website appears to be quite important, particularly to those purchasing electronics/appliances
11% Never
16% Rarely
44% Sometimes
29% Very Often
Non-retailer websites
Websites Mass
Merchandise
n=157(%)
Amazon 45
eBay 13
Walmart 9
Overstock.com 4
Target 4
WebsitesDrugstore
n=151(%)
Amazon 42
eBay 7
Drugstore.com 7
Walmart 7
Target 7
CVS 3
Sephora 3
Websites(Books/
Magazines/ Media)
n=141(%)
Amazon 58
eBay 16
Barnes and Noble 9
Walmart 4
Websites(Clothing/ Fashion)
n=145(%)
Amazon 36
eBay 13
Macy’s 6
Walmart 5
JC Penney 5
Target 4
Overstock.com 3
Kohl’s 3
Websites(Electronics/ Appliances)
n=128(%)
Amazon 48
eBay 20
Best Buy 6
Newegg 5
Target 5
Walmart 5
• Amazon has a very strong lead across all categories but particularly for books/magazines
• eBay ranks a distant second
Reasons for going onlineReasons for Going Online (%)
NET Prices 60 Value/price: online is cheaper 49 Offers special deals or promotions 8 Compare prices 4 Check prices 2NET Selection 25 Variety/carries the brands I like 14 SUBNET Had What I Wanted/Needed 11 Had what I wanted/needed 3 In stock 3 Had my size/more sizes 3NET Easier/Faster 14 So easy - click and buy 11 Fast/ faster 3NET Convenient 12 Convenience 8 I can do it all from home 2 I can shop anytime I like 2NET Shipping 10 Free shipping 7 Delivery/home delivery 2NET Out of Stock/Unavailable in Store 6 Not available/couldn't find in store 4NET Other Positive Attributes 6 Comparison shop 3NET Information/Research 4NET Gift Card/Credit 3Other 4Don't know/none/refused 4
• Price is the overriding reason for purchasing online versus in store
• Selection is a distant second; consumers say online provides greater variety or is more likely to include exactly what is needed
Would have bought at store if …
Would Have Bought at Store If … (%)
A guarantee that prices shown will match online retailers
45
Offer a selection not available online 37
Ability to quickly price compare with online prices 31
Reward points/store loyalty program 27
Free shipping and installation 23
Ability to shop online at the retailer's site while in the store
19
An in-store guarantee/extended warranty offered by retailer
15
A retailer app that allows me to scan and price compare all competitor prices
13
Better financing on big-ticket items 8
Concierge service 5
Seminars on how to best use the product 5
Other 11
If not never… (88%)
Browse in store but buy online (%)
15% Very Often
29% Rarely
12% Never
44% Sometimes
Matches online prices, offers unique items, introduces loyalty programs, makes it easy to compare retail to online pricing, and offers free shipping and installation
Reasons for not buying at store
Reasons for Not Buying at Store (%)
NET Prices 49
Value/price: online is cheaper 45
Offers special deals or promotions 3
NET Limited Selection 30
SUBNET Out of Stock/Unavailable 22
Not available/couldn't find in store 12
Not in stock/out of stock (in store) 7
Didn't have my size (in store) 4
Less/limited selection 9
NET Having To Travel 5
Driving/did not want to drive/cost of gas 3
NET People In Store 3
Bad customer service/sales staff 3
Other reasons for not shopping in store 7
NET Less Crowded 6
I don’t like crowded malls 5
NET Selection 5
Had what I wanted/needed 3
Don't know/none/refused 7
• Price and selection are also the key reasons for not making a purchase at a retail outlet
• Almost one in four specifically say they turn to online shopping when the item they want is not available via retail outlets
Consumer knowledge
If very/somewhat knowledgeable (95%)… % just as knowledgeable if not more than salesperson
Mass Merchandise Drugstore
Books/ Mags/Media
Clothing/ Fashion
Electronics/ Appliances
A B C D E
n=207 n=187 n=191 n=188 n=197
Very Often 40 37 38 43 39
Sometimes 53 50 51 46 46
Rarely 6 11 10 9 13A
Never 1 2 1 2 2
93BE
87 89 89 85
2% Never
10% Rarely
49% Sometimes
39% Often
Approximately nine out of ten consumers say they are as knowledgeable as the salespeople they deal with
If cannot find a salesperson
Try to find a salesperson
Keep shopping/browsing
Wait for someone to help me
Buy item I had in mind anyway
Leave the store
Other§1
§24
§25
§27
§43
§52
Mass Merchandise
Drugstore
Books/ Magazines/
Media
Clothing/ Fashion
Electronics/ Appliances
A B C D En=56 n=53 n=48* n=59 n=73
52 47 48 47 60
39 45 50E 53E 32
27 30 23 25 30
21 26 27 34E 16
29 23 17 24 25
- - - 5 1
If often/sometimes rely on salesperson (89%) … If cannot find a salesperson (%)
Overall, one in four will leave a store if they cannot find a salesperson to help them and a similar percentage will simply buy the item
Owning the emotional connection
Cracking the code of emotionsWhile research techniques to measure “emotions” continue to develop (brain scanning, etc.), Hotspex has invested four years in developing a comprehensive online measurement approach, which effectively captures how people “feel” about, and react emotionally to, brands
• This methodology is based on a comprehensive list of 85 emotions and 182 personalities
• We have proven conclusively across over 34 categories and over 101 brands that, on average, “soft” drivers account for half of all buying behavior
How people feel about brands, new product concepts,
and packages.
The personality that is projected outwards by brands, new
product concepts, and packages.
Defining the emotional regions
ADULT
CHILD
Opposite
Zones Have
Opposing
Relationships
Understanding the emotional regions redefining retail
“LIKE YOU”
RIGID
UNDESIRABLEA
RRO
GANT
UNRELIABLE
DISH
O
NEST
INCO
M
PETEN
T
BO
RIN
G
DA
NG
ER
OU
S
ADULT (SERIOUS)
SPEX (CONSERVATIV
E)CH
ALL
ENGIN
G (MALE)
CHILD (FRIENDLY, CHEERFUL)
HO
T (REBELLIOUS)NURTURIN
G (FEM
ALE
)
PASSIV
E (IN
TR
OV
ER
TE
D, H
OM
E)
AC
TIV
E (
EX
TR
OV
ER
TE
D)
SH
OW
OF
F
NA
U
GHTY
AUTHORITARIAN
DEM
A
NDING OUTDATED
OR
DIN
AR
Y
IMPRACTICAL
WEA
K
EXCITIN
G
DESIRABLE
CAPABLE
INSPIR
ING
TRUSTW
ORTH
YFA
MILIA
R
FRIENDLY
NUTU
RING
Brown: TheCompetent Zone
Includes core emotions of
acceptance and fellowship,
as well as feeling informed
and self-confident
Purple: The Friendly ZoneIs associated with
emotions related to liking
Blue: The Nurturing ZoneIs linked to feelings of
human warmth such as
love,!caring, and
compassion
Red: The Fun ZoneIs associated with
emotions such as
enjoyment, amusement,
and desire
Green: TheTrustworthy Zone
Is grounded in emotions
such as trust, loyalty, and
respect
Orange: The Inspiring or Leadership Zone
Is based on feeling inspired
and optimistic
Grey: The Familiar Zone Is home to feelings of
satisfaction and gratitude
Yellow: TheInteresting Zone
Is built on the core emotion of Interest as well as
feelings of amazement and surprise, and being alive
and energized
Emoti – Mass Merchandise (Retail vs Online)
Emoti – Drugstore (Retail vs Online)
Emoti – Books (Retail vs Online)
Emoti – Clothing/Fashion (Retail vs Online)
Emoti – Electronics (Retail vs Online)
Shift in emotional power
Average core emotional connectionAverage core emotional connection In Store Online
Mass MerchandiseDriven by the emotions of optimism and trust, the emotional connection with online shopping is stronger than in-store shopping for the mass – merchandise category 46 55
DrugstoreOnline shopping is generating a great deal of interest and connection, as well as optimism, indicating a strong opportunity for growth and development of the online drugstore category.
41 55
Books & Magazines
Emotional connection with online book shopping is undoubtedly due to Amazon. However, in-store shopping for books is the high core emotional connection of all categories due to continued warmth and connection. Optimism is much lower for in-store than online.
61 67
Clothing & FashionIn the clothing and fashion category, the gap between online and in-store emotional connection is relatively narrow. Optimism and a feeling of interest drive down the in-store emotional response.
51 58
ElectronicsIn electronics and appliances, the emotions associated with online shopping are much stronger than for the in-store shopping experience. Pleasure and trust account for the higher online emotional connection.
46 62
Online clearly has a stronger emotional connection with customers in the majority of categories
80%
70%
60%
50%
40%
In storeOnline
redefining retail
The emotional connection:In store vs. online
Drivers of consumer choice
Stat
ed /
Cla
imed
Impo
rtan
ce
TABLE STAKES
The cost of entry into a category, these attributes are important but not proven to be a strong driver of choice.
Claimed to be important, and proven to significantly influence choice.
Not acknowledged to be very important, but proven to significantly influence choice.
Neither claimed nor proven to be important.
Derived Impact on Positive Emotional Score
KEY DRIVERS
UNIMPORTANT HIDDEN DRIVERS
z z
NEGATIVE DRIVERS
Negative attributes do not appear in driver maps, but they are shown in the Hotspex Heatmaps.
Drivers are plotted against a
dependent variable (Emotional score) in order to calculate a
derived impact score.
Amazon.com key drivers
Quick purchase process
Value / price
I am already online
I am sure of my decision
I know it matches my needs
I trust the retailer
I have always gone to this retailer
Price comparison is easy
Offers special deals or promotions
Their products are not available in stores
Nice looking / attractive site
One stop shopping
My friends use the site
Feels comfortable to me
I am confident in the quality I get They are leaders in the field
Already set up for online purchasing / have an account
I can do it all from home
So easy – click and buy
I don’t like crowded malls
I can shop anytime I like
Quality is guaranteed – I don’t need to see it / touch it
Variety /carries the brands I like
Previous experience with the website
10%
20%
30%
40%
50%
60%
70%
80%
0.150 0.200 0.250 0.300 0.350 0.400 0.450 0.500
Sta
ted
Impo
rtan
ce (A
ssoc
iatio
n %
)
Derived Impact
Electronics Category - Amazon.com
Brand persona – Electronics Best Buy (retail)
Amazon.com (online)
CompetentReliableSuccessful
Interesting
Cool
Likeable
Easy-Going
Down-to-Earth
37
Like Me(25)
35
24
2736
28
32
42 CompetentReliable
Successful
Interesting
Likeable
Cool
Likeable
Easy-Going
Down-to-Earth
6566
53
5364
56
64
67
Like Me(59)
Emotional connections
•In the mass merchandise/household goods sector, Costco is the satisfaction and emotional leader, closely followed by Target. Walmart has strong satisfaction levels, but much lower emotional valence
•Walmart manages to have the highest overall online relationship score for the category, but it lags the in-store experience and other categories significantly
•Target scores well with many positive personality attributes, and is particularly likeable. Its online experience is a bit more polarizing, with some negativity apparent around reliability
Emotional connections•eBay’s brand personality has many positive attributes but also
some minor negatives around reliability and being “like you”
•While value and price are the main factors for shopping at Walmart or Target, past experience and trust are more favorable for Target than Walmart
•In the online segment, eBay challenges the traditional retailers with much easier price comparison
The ideal shopping experienceOne of our proprietary tools allows respondents to project their subjective or deep-rooted feelings and beliefs through an image. For this project we used a standardized library of 220 contemporary images. Respondents were asked to select pictures that describe:
Step 1: Pick the Finalists
Respondents were asked to select up to six images as “finalists.”
Step 2: Pick the “Winner”
Respondents were then asked to select the one photo that best
depicts the experience.
Step 3: Explain Choice
Finally, respondents were asked to explain why they
chose this photo.
The ideal shopping experienceIn Store Online
Mass Merchandise 19% Relaxing
12% Good Deals
20% Relaxing
10% Good Deals
Drugstore 23% Relaxing
17% Good Deals
23% Relaxing
13% Good Deals
Books & Magazines 31% Relaxing
8% Variety and Discovery
23% Relaxing
11% Fast, Simple
Clothing & Fashion 13% Relaxing
10% Exciting
15% Relaxing
9% Good Deals
Electronics 20% Good Deals
14% Relaxing
18% Relaxing
15% Good Deals
Accounting for the experiential factors and the
overall emotional connection
with a retailer, either online or in store:
• Satisfaction
• Recommendation potential
• Net positive or negative emotional reaction to a retail brand
Store indexes – Top 20 redefining retail
75
62
54
54
51
51
50
49
46
45
44
44
43
42
42
40
39
39
38
amazon.com
Costco
apple.com* (Bookstore)
Target
CVS
Kohl's
Macy's
apple.com* (Electronics/Appliances)
ebay.com (Electronics/Appliances)
Walmart
Marshall's
llbean.com*
Walgreens
walgreens.com
walmart.com
Sams Club
TJ Maxx
thegap.com*
ebay.com (Mass Merchandiser)
Amazon.com has the highest overall relationship index for all retailers. The brand has unique strength in emotional response areas like trust and success, and has very strong satisfaction ratings.
Costco also has strong emotional valence and high satisfaction ratings, particularly in comparison to more traditional retailers.
Store indexes – Bottom 20 redefining retail
37
37
37
36
36
36
34
33
32
30
30
29
26
25
25
23
16
16
7
7
Barnes & Noble
macys.com
JC Penny
target.com
The Gap*
*Caution: Low base size. Base varies by retailer (total U.S. = 1020)
ebay.com (Bookstore)
Local/independent bookstore*
bestbuy.com
Borders*
jcpenny.com
barnesandnoble.com
Best Buy
drugstore.com*
Radio Shack
cvs.com
landsend.com*
Sears
kmart.com
sears.com
Kmart
Online retail store properties (macys.com, target.com) tended to have lower relationship indexes than the traditional retail store. Target.com scores much lower than its retail parent, for example, due to some negative emotions stemming from reliability concerns.
Troubled retailers such as Radio Shack, Sears and Kmart round out the bottom of the American retailer ranking.
Where to next?
Regaining the emotional connection
Consumer feedback redefining retail
“Customer service in Canada needs to be improved. Whoever finally gets it right stands to make lots of money.”
“Excellent customer service is para-mount.”
“No matter the product you’re selling, a customer will only remain loyal if the
customer service is pleasant.”
“Increase the number of cashiers at the check-out to improve
satisfaction.”
“Have more cashiers on.”
“Make sure that you have enough cashiers during the day.”
“Have enough check-out reps working to accommodate line-ups as
they change.”
“Educate your staff to be more knowledgeable about the merchan-
dise they are selling.”
“You need staff who are really knowledgeable, really helpful and not just mouthing polite words.”
“Make sure your staff is both friendly and knowledgeable about the prod-
ucts and services that they are selling.”
“Offer more promotions and cou-pons - will encourage return custom-
ers.”
“Need more promotions to attract people.”
“How about some more specials and promotions?”
“You have the selection, but you should have more sales/specials.”
Knowledgeable staff
More cashiers More promotions/discounts
Better customer service
Retailshopping
Consumer feedback redefining retail
Onlineshopping
“Free shipping to Canada is a must. If it is worth my while to get it from the U.S. with free shipping, I'll do it.”
“Lower the shipping and handling prices to be competitive.”
“I only shop at sites that offer free shipping.”
“Offer reasonable shipping rates.”
“Make it simple to understand and navigate for those like my mom and
dad.”
“Keep it simple and uncluttered.”
“Keep the layouts simple and have prices available on the website.”
“Keep the site simple. Allow for quick ordering of products.”
“Have a reward program of some sort, where you can earn points
toward future purchases.”
“Offer some sort of rewards/loyalty program.”
“Offer more rewards, make it easier to accumulate. Pay back for loyalty.
“Get a points/loyalty program.”
“Clean up search results and make purchase options clearer.”
“Improve the search functions so I can get the short list easier.”
“I wish that the search generators were not as broad so that I could search very specific items and not
sift through all the results.”
“Products need to be easy to search.”
Loyalty programs
Keep it simple Improve search tool
Lower shipping fees
Where to from here?OverallTo effectively compete and regain the emotional connection, retailers will need:
• Unique items such as private label platforms and added-value services
• New and exciting store designs that engage customers• Stronger customer service • Better loyalty programs • Easy price comparisons between retail and online pricing• Free shipping and installation
Where to from here?Mass Merchandise
• While retail leakage is more prominent in the electronics and books categories, online purchasing of household goods from Amazon.com is growing
• Most mass merchandisers operate their retail sites independent of their in-store offering and consumers have concerns over the relevance of the experience. Consumers want a seamless, problem-free environment with good prices and some good deals for occasional excitement
Where to from here?Drugstores
• There seems to be a great deal of emotion associated with online drugstores, perhaps due to the low emotional connection felt with traditional U.S. drugstore chains
• Drugstores will need to continue to drive convenience while shoring up value-added services such as estheticians, out-patient services, eye care and health advisors
Where to from here?Books and Music
• Amazon is unquestionably the dominant player in books. iTunes.com and Apple.com may have a challenge in music with the ease of use associated with Amazon
• While in-shop cafés are commonplace, we wonder about the potential for book kiosks in cafés to drive demand back to the online retailer and supplement the calm, relaxing environment sought after by consumers
Where to from here?Clothing/Fashion• Having simultaneous attributes of relaxing and exciting are a tall
order for “retail choreography” but excitement brings consumers into the store, and a relaxing relationship encourages spending
• Deal-driven retailers such as Kohl’s and Marshalls (Winners in Canada) have strong relationship ratings due to high satisfaction, despite some concerns over reliability
• Overall, Macy’s seems to maintain a strong relationship base without consistently compromising on price
• Retail leakage concerns are growing in this category as well, and low ratings for online brand properties will provide opportunity for Amazon in this category if not addressed
Where to from here?Electronics• Amazon is also the dominant player in electronics both in the U.S.
and Canada. Negative perceptions have significant impact on chains like Best Buy and Future Shop rankings, and seem to force them to compete on deals with Amazon
• Retailers will need to offer unique items, introduce loyalty programs, make it easy to compare retail to online pricing, and offer free shipping and installation
• Importance of private label will rise in this sector to provide greater differentiation
Contact us
Jean-Pierre LacroixPresident, Shikatani Lacroix
416-367-1999 ext. 229
jplacroix@sld.com
Chris ThorneVice President, Hotspex
416-487-5439 ext. 256
Chris.Thorne@hotspex.com