E&Y Conference Services financiers_LinkedIn
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Transcript of E&Y Conference Services financiers_LinkedIn
Financial Services:
Digitizing New On & Off-
line Customer Journeys
An Unparalleled & Unprecedented
Transformation
1
Laurent de Teneuille, E&Y Alumni, Head of retail innovation - Global Sales & Marketing Division, BNP Paribas Personal Finance https://fr.linkedin.com/in/laurentdeteneuille
MARDI 23 JUIN 2015
“Shoppers today ping-pong from physical stores to laptops to smartphones, and a purchase can come via any of these avenues at any time.
As the lines blur between in-store and digital shopping, retailers believe they must win over these shoppers if they are to thrive in a fast-changing retail landscape”
The WashingtonPost
ATAWAD
ROPO
Web to store
Click & collect
Connected client
In-store experience
Phygital Showrooming
CUSTOMERS HAVE CHANGED …
Demanding
Empowered Informed
Mobile Real time
Social
… AND THEIR SHOPPING BEHAVIORS TOO
3 h 51%
Time
spent
Daily on the
Smartphone
Penetration rate
of Smartphones
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An Unparalleled & Unprecedented New User Experiences Transformation
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IN 2014, THE MOBILE HAS REVOLUTIONIZED THE CUSTOMER EXPERIENCE AND EXPECTATIONS MOBILE HAS BECOME THE CATALYZER BETWEEN THE DIGITAL AND PHYSICAL WORLD
This indicates the end of silo opposition from e-commerce channels & physical store, with more and more hybrid purchasing process. These paths combine physical outlets, Internet use, and use of mobile/smartphone; before, during and after the purchase.
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NOWADAYS, DURING THEIR BUYING JOURNEY, CONSUMERS BLUR THE BOUNDARIES BETWEEN E-COMMERCE AND STORE
This reveals a strong distortion of the traditional business models before (search, choice) and after purchase (reflect). The challenge is on the whole buying journey.
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Digitalizing 17 stores has transformed the business model of JUMP stores
“Novo” by BANK AUDI Mini interactive branches within malls
DARTY “button” to get in touch instantly, 24/7, with one of the 750 Darty advisors
LECLERC DRIVE, a click to store accessible from any device (4th French app)
AMAZON DASH SCANNER: when you do your grocery shopping directly from your… fridge
LEROY MERLIN “FABLAB”: DIY lessons for customers
FLASHIZ Easy payment via smartphone
REBECCA MINKOFF: in-store digital interfaces to personalize clothes
MY LOWE’S BY LOWE’S: every salesperson has access to the customer profile, including purchasing history
“MY SEPHORA” app to have access to the customer’s profile, and dedicated apps to help choose make up shade
BURBERRY “CUSTOMER 360”: Customers’ profile at every employee’s disposal
RETAILER WORLD HAS CHANGED TOO RETAILERS ADJUST AS LINES BETWEEN IN-STORE AND DIGITAL SHOPPING BLUR
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Traffic in store Offers to attract the customer in store,… …whatever the customer path (agnostic channel)
Repeat business Services and solutions to bring the customer back
Keep the client in his business eco system Add new models to keep the client in his eco system
AS A PARTNER, OUR ROLE IS TO INCREASE THE RETAILER PERFORMANCE IN A MORE COMPETITIVE WORLD
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HOW TO DIGITIZE OUR RELATIONSHIP WITH RETAILERS-PARTNERS : FROM WHERE OUR CUSTOMERS COME
Connected store
Connected sales force
Embedded services
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Laurent de Teneuille, E&Y Alumni, Head of retail innovation - Global Sales & Marketing Division, BNP Paribas Personal Finance https://fr.linkedin.com/in/laurentdeteneuille
Thank you
for your
attention