What a Digital Savvy Customer Wants From Department Stores in 2017
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WHAT DIGITAL SAVVY CUSTOMER WANTS FROM DEPARTMENT STORES IN 2017? A
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Transcript of What a Digital Savvy Customer Wants From Department Stores in 2017
WHAT
DIGITAL SAVVY CUSTOMER
WANTS FROM
DEPARTMENT STORESIN 2017?
A
Department stores are in deep waters
but that can change!
Macy’s comparable store sales fell 2.9%In 2016
In last three years
Sears lost over 6 billion dollars
This year
Nordstrom’s shares slipped 8.3%
In the coming months
J.C. Penny to close 140 stores
In 2016 holiday season
Kohl’s net income slid 15%
Why is this happening?
When you don’t target
the right customers,
you fail.
Save yourself from the
Business Dead Zone!.
Know the new type of
customers and what
they want.
DIGITAL CUSTOMERS
TRAITSOF
They can belong to any age group
Baby Boomers
Millennials
Generation Z
They’re connected via “new media”
channels
Addicted to social media
Always check websites
Dig Artificial Intelligence
They rely on word-of-mouth
Value online reviews
Consider star ratings
Watch demo videos
They’re confident and vocal
Express opinions
Want to be heard
Love to give feedback
They’re super demanding
Need instant answers
Emotionally charged
Unforgiving on quality
They cherish experiences
Want to use all senses
Love being in authority
Like a seamless reality
Digital customers want
TODAY’S
Convenience
Speed
Connectivity
Let’s explore
some numbers…
Worldwide stats to note (2017)
3.773billion
2.789billion
social media
users
1.23 billion
tablet
users
2.32billion
smartphone
users
internet
users
DON’T YOU WANT TO
Attract
Convert
Close
Delight
these customers?
DIGITAL CUSTOMERS
INSIGHTS
COUNTRY-WISE
Tessa Buenen
Spokesperson, TK Maxx
Australian shoppers are extremely
savvy and value orientated.
million mobile phone
users in Australia19.4
#FACT
Lionel Sim
Founder of ManaX
Chinese consumers are looking for a more connected buying experience by using social media to learn more about brands and products.
Expected growth in
m-commerce sales
for China in 201745.7%
#FACT
Abheek Singhi
Director at BCG
It is widely known that by 2021, India will have more internet users than the entire population of six G7 countries.
internet users in India
who purchased products
online in 201643.8%
#FACT
Will Gensburg
VP at Ups i-Parcel
Personalization plays a huge role in
the pre-purchase and checkout
experiences.
million digital buyers
estimated in Canada
this year 19.2
#FACT
Aaron Smith
Pew Research Center
Americans are incorporating a wide
range of digital tools and platforms
into their purchasing decisions and
buying habits.
Americans are now
online shoppers 8 in 10
#FACT
Claire Davenport
MD at VoucherCodes.co.uk
This year, 40 pence of every pound
spent online will come from a mobile
transaction, a reality that retailers
simply cannot ignore.
FUN FACT#FACT
of the British population
is now an online shopper71.5%
DIGITAL CUSTOMER’S
ENHANCE
HOW TO
JOURNEY MAP
A
Customer Journey Map
Steps your customers go through in
engaging with your company, whether it
be a product, an online experience, retail
experience, or a service, or any
combination.Adam Richardson GPM, Financial Engines
Awareness
Consideration
Purchase
Retention
Advocacy
1
2
3
4
5
Use digital modes at
every step to
engage a digital customer
DIGITAL CUSTOMER
WHATA
WANTS FROM
DEPARTMENT STORES?
SPEND THEIR MONEY ONLINE
expected growth in online
retailing by 2018
8.8%
SHOP AT OFF-PRICE STORES
sales increase for off-
price retailers in 2016
5%
EXPERIENCE HYPER-REALISM
active VR users by
2018 globally
171 million
TRUST SECURE PAYMENT SYSTEMS
of U.S. users use debit
card for mobile payment
54.6%
PERSONALIZE THEIR COMMUNICATION
chat app users
estimated in 2018
2 billion
How to increase foot
traffic for your store?
http://www.logodesignguru.com
