Future of Retail - electronic goods, appliances, furniture - retail industry keynote speaker

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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

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 of Future of Retail - electronic goods, appliances, furniture - retail industry keynote speaker

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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

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Global  Outlook  -­‐    and  La/n  America  Retail

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• Global economy never stopped growingWGP  1980-­‐2013  (%,constant  prices)

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US  GDP  1980-­‐2013  (%,constant  prices)  

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Mexico,  Brazil,  US  GDP  (%,constant  prices)  

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Mexico  Retail  Growth  

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Vietnam  GDP  1985-­‐2011  

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>40% WDP by 2015 Asia powering growth

� IMF - adjusted for Purchasing Power Parity

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$3.4  trillion  

Reserves  

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Text

One word will drive Future

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Future retail is about

EMOTION

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KinshipCustomer

Focus

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SAVETIME

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SMARTCALL-­‐CENTRES

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Most  call-­‐centresslow,  blind  and  

deaf(single  screen  -­‐  no  social  media)

 

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Mega  Chains

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Expect  rapid  growth  of  large  retail  chains  -­‐  new  outlets

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� Soriana, Cencosud, Casino (CBD, Exito), Carrefour and Wal-Mart

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HUGEMALLS

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And  decline  of  smaller  shops

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LeisureRetailing

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Niche  Trader

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RETAILJourneys

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Guide  what  customers  look  at  as  they  walk

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In-­‐store  Personal  Advisors

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�Click to edit Master text styles

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Ultra  Premium

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50m  joined  middle  classes  in  La/n  

America  over  last  decade  (World  Bank)

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OnlineBoom

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70m  people  online  in  Mexico5m  tablet  users

30m  smartphones  -­‐  up  49%pa60%  of  25-­‐34  year  olds  (Google  report  2013)

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e-­‐commerce  hit  $1  trillion  in  2012  e-­‐marketer  12%  of  all  retail  in  UK

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Price  Comparison

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Italy:  58%  increase  in  aggregator  sales  of  car  insurance  in  first  6  

months  of  2013  v  2012

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Future  of  Retail  

Marke/ng

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33%  in  UK  don’t  watch  live  TV

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InformationRevelation

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1  trillion  pages                  a  month

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MobileMarke/ng

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Mobile: MORE THAN A CHANNEL

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Mobile6m new mobile users in Mexico in 2014

28% population - highest in Latin America

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MobileMexico mobile ad spend $173m in 2014

Up by 87% in 12 months

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Loca/on  Marke/ngis  next

BIG  THING

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From  Invasive  to  Insight  

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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

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MobilePayment

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Wireless  Payment  Cash  costs  EU60bn  pa

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>  200  million  mobile  payments>  70%  in  Africa    >  $160bn  

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2m  businesses  use  SQUARE  in  US

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• Kenya  -­‐  17m  customers• $9bn  pa  -­‐  >33%  GDP

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1.7bn  users  unbanked

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• In UK alone....• Transactions >$1trillion pa • Credit card debt >$100bn• Average card interest rate

16%• 2% commissions worth $18bn

Payments Doorway

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Free mobile devicescalls / web / TV / games / payHigher income model

2010                                                  2013                                  2015                                                    

TelcoBanks

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FusionOn-­‐Off  line

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SALESOnline / physical

worlds become oneBuy online - deliver to store.

Buy store - deliver at home. Go to store, research and order

online etc.

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BeyondHome    Delivery

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Over  4000  road  hauliers  in  EU

1.3bn  home  delivered  e-­‐com  items  in  UK  a  year  (+12%  pa)

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Home  delivery  when  no  one  at  home?

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3000 Parcel Shops in UK in 12 months Chosen by up to 50% customers for

deliveries

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SPEEDto  Market  

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Gold  standard:10am  orders  for  3pm  Delivery

10am orders for 3pm Delivery

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Internet of Things

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1.5m components in supply chain

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A6  –  85  door  components50,000  product  combinaHons

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90% all global data generated in last 2 years

Big  Data

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Big Data means shift from

Marketing to Creative Advice

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• Home• Work• Online• Offline• Sales• Entertain• Phone• Mobile• Chat

ONECUSTOMER

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•Individuals•Family•Community•Wide World

Beier  Retail  Future

Stronger  Kinship

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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