SlideShare una empresa de Scribd logo
1 de 82
Descargar para leer sin conexión
A NEW RETAIL PARADIGM, COURTESY OF THE MILLENNIALS.
THE RETAIL REVOLUTION
“People don’t always
remember what you say or
even what you do, but
they always remember
how you made them feel.”
- MAYA ANGELOU
ADAPT OR DIE!
DIGITAL DARWINISM
DIGITAL DARWINISM
4
We are entering a new digital
economy and to compete
successfully in it, business
processes, models and
systems need to evolve.
Those who do not adapt to these
changes will not be successful.
THE RETAIL REVOLUTION
DIGITAL DARWINISM
5
• Brian Solis is a digital analyst, anthropologist and futurist who studies
the effects of disruptive technology on business and society.
• He’s studying the way that people embrace technology, from social
networks to smartphones to intelligent appliances, and how that
contributes to the digital lifestyle that is now synonymous with
Generation Y - the Millennials.
• Some companies invest in new technologies without understanding
the culture, nuances and relationships that the user has within those
communities or how they use the devices.
THE RETAIL REVOLUTION
DIGITAL DARWINISM
6
• They aren’t thinking about changing their work ecosystem to adapt
to new technologies - they are trying include new technologies within
the existing framework.
• Technology is and isn’t the answer to change, it’s the enabler.
http://www.briansolis.com/tag/digital-darwinism/
THE RETAIL REVOLUTION
DIGITAL DARWINISM
7
“As technology and society
evolve, leaders face the
need to adapt or die.”
- BRIAN SOLIS
THE RETAIL REVOLUTION
ONLINE, OFFLINE...OMNICHANNEL
THE LINES ARE BLURRING
THE LINES ARE BLURRING
9
Due to these technological and
societal changes, the lines
between the physical and digital
retail channels are blurring.
Millennials just want to go
‘shopping’ - wherever and
whenever they feel like doing so.
THE RETAIL REVOLUTION
THE LINES ARE BLURRING
The majority of Chinese
consumers now choose a
digital channel as the first step
in researching retail products.
10
- PWC TOTAL RETAIL SURVEY 2015
THE RETAIL REVOLUTION
START OFFLINE, FINISH ONLINE
SHOWROOMING
SHOWROOMING
12
‘Showrooming’ occurs when a
shopper visits a store to check out a
product but purchases online, from
home or another location later.
Shoppers still prefer to see and touch the
merchandise they buy, but many items
are available at lower prices online.
THE RETAIL REVOLUTION
ERMAHGERD!
SHOWROOMING
Have you ever intentionally browsed products at a
store but decided to purchase online?
14
- PWC TOTAL RETAIL SURVEY 2015
THE RETAIL REVOLUTION
START ONLINE, FINISH OFFLINE
WEBROOMING
SHOWROOMING
16
‘Webrooming’ occurs when
consumers research products online
before going into the store for a final
evaluation and purchase.
This form of shopping is globally on the
rise and becoming more relevant to
consumers and retailers alike.
THE RETAIL REVOLUTION
WEBROOMING
Have you ever intentionally browsed products
online but decided to purchase them in-store?
17
- PWC TOTAL RETAIL SURVEY 2015
THE RETAIL REVOLUTION
COMES TO TRADITIONAL RETAIL
MOBILE SHOPPING
MOBILE SHOPPING COMES TO TOWN
19
Singapore-based online retailer ZALORA
opened a pop-up store in Causeway Bay
recently - an interesting move for an online
retailer who are looking to grow their
brand and sales with an O2O strategy.
Mobile is the bridge because of the ubiquity of
the devices among their wider customer base.
THE RETAIL REVOLUTION
The Retail Revolution
MOBILE SHOPPING COMES TO TOWN
21
This ‘click-and-mortar’ approach is aimed
at easing local (Hong Kong) customers into
the notion of online shopping and the
e/m-com experience with an educational,
interactive and personable space.
THE RETAIL REVOLUTION
MOBILE SHOPPING COMES TO TOWN
22
In the store, visitors are encouraged to
scan a QR code to download the ZALORA
app to their mobiles using the free wi-fi, for
an instant 20% discount.
THE RETAIL REVOLUTION
MOBILE SHOPPING COMES TO TOWN
23
Shoppers can see, handle and try the
clothing on in the store but they don’t take
it home! They purchase it in the store via
the app and it is delivered to their home in a
couple of days.
THE RETAIL REVOLUTION
MOBILE SHOPPING COMES TO TOWN
24
ZALORA are looking to a future where
online and offline shopping aren’t two
separate business models.
There will just be ‘shopping’ and it will be an
integrated online and offline experience.
THE RETAIL REVOLUTION
MOBILE SHOPPING COMES TO TOWN
25
More than 80% of people visiting this
pop-up store have never shopped with
ZALORA before their visit.
75% had never even heard of the name before.
THE RETAIL REVOLUTION
WILL SOON BECOME THE NORM
‘MAGIC MIRRORS’
MAGIC MIRRORS
27
What if retailers focused on using
technology to ease customer pain
points and smooth out bumps in the
shopping experience, like trying to
flag down a salesperson while
undressed in a fitting room?
THE RETAIL REVOLUTION
MAGIC MIRRORS
28
What if you took the best from a
mobile experience and brought it
into the store?
That’s what Rebecca Minkoff and the
eBay Innovations Lab have done.
THE RETAIL REVOLUTION
The Retail Revolution
MAGIC MIRRORS
30
On a large wall mounted interactive
screen, customers can swipes
through collections and ‘looks’,
select the ones they like, request a
fitting room, and when it’s ready for
them they are notified by text.
THE RETAIL REVOLUTION
The Retail Revolution
MAGIC MIRRORS
32
In the fitting room another mirror
allows the customer to choose
different lighting settings, ask for more
sizes and styles to be brought over,
select which pieces to buy, and confirm
their checkout with a sales associate.
THE RETAIL REVOLUTION
MAGIC MIRRORS
33
Customers can also save collections
they didn’t buy to a personal profile
that will show what they have tried on
and what they bought - allowing the
store and Minkoff brand to tailor
recommendations and marketing
communications accordingly.
THE RETAIL REVOLUTION
The Retail Revolution
MAGIC MIRRORS
35
Digitally capturing shopping
sessions can show what is
trending with customers in
different stores, allowing the
brand to immediately alter both
in-store and online marketing to
reflect those preferences.
THE RETAIL REVOLUTION
MAGIC MIRRORS
36
So if they know that in New York
people are taking a lot of denim into
the dressing room, they can get
hyperlocal with their marketing and
change the imagery on the
interactive wall and email marketing.
THE RETAIL REVOLUTION
PHYSICAL RETAIL IS HERE TO STAY
37
“People still want to use their five
senses, not just the one sense you
use when you’re doing e-commerce.
So physical retail, a showroom,
I think will never go away.”
- STEVE YANKOVICH
(eBay Head of Innovation)
THE RETAIL REVOLUTION
IT’S YOUR JOB TO UNDERSTAND ME!
I AM AN INDIVIDUAL
PERSONALISATION
39
My likes and dislikes, wants and
needs are unique to my
personality and way I live my life.
Brands need to cater to this and start
personalising the experience, service
and offers accordingly.
THE RETAIL REVOLUTION
PERSONALISATION
40
This is part of an actual email I get often
from my telco provider - Smartone. I am
a 40 year old, single caucasian male.
Why in the hell would I want to buy
anything to do with Hello Kitty?
I have been using them for 7 years and they
know NOTHING about me.
THE RETAIL REVOLUTION
PERSONALISATION
Smartone, you know me so well...
41
THE RETAIL REVOLUTION
PERSONALISATION
42
What’s an even worse experience for me
as a customer is how hard they make it
to unsubscribe from their eDMs and
annoying weekly text messages.
THE RETAIL REVOLUTION
PERSONALISATION
Wait...what?
43
THE RETAIL REVOLUTION
PERSONALISATION
44
I will now make a concerted effort
across multiple social platforms to
express my negative feelings!
THE RETAIL REVOLUTION
HULKSMASH!
PERSONALISATION
46
This is the way of the Millennial!
THE RETAIL REVOLUTION
PERSONALISATION
47
There are so many options for them to
choose from. Give them a bad experience
and they won’t just not come back, they
will tell everyone about it.
THE RETAIL REVOLUTION
PERSONALISATION
48
So make sure it’s a good
experience, because they will
tell everyone about that too!
This is the ‘sharing generation’,
where positives and negatives
are amplified.
THE RETAIL REVOLUTION
THE CONNECTED CONSUMER
GEN-Y ARE ALSO GEN-C
GENERATION C - THE CONNECTED CONSUMER
50
This year, people born between ’81 and ’96
are poised to become the new workforce
majority, and by 2025 it will be 75%.
THE RETAIL REVOLUTION
GENERATION C - THE CONNECTED CONSUMER
51
It is the first fully social generation,
and social currency is more
important than ever as a result.
THE RETAIL REVOLUTION
GENERATION C - THE CONNECTED CONSUMER
52
“With every day that passes, Gen
Y becomes far more important to
the economy than we can realise.
yet the gap between how Gen Y
communicates and connects and
how business, educators,
governments et al. approach
them is only widening.
- BRIAN SOLIS
THE RETAIL REVOLUTION
GENERATION C - THE CONNECTED CONSUMER
53
THE RETAIL REVOLUTION
This generation are more likely to find love or
be dumped via text or their Facebook wall..
GENERATION C - THE CONNECTED CONSUMER
54
59% of this generation update their social status in class
and watch TV with two or more connected devices
THE RETAIL REVOLUTION
GENERATION C - THE CONNECTED CONSUMER
55
They believe that other consumers care more about their opinions
than companies do - that’s why they share their opinions online,
THE RETAIL REVOLUTION
GENERATION C - THE CONNECTED CONSUMER
56
Millennials have high expectation of
themselves and their jobs and aren’t
as motivated by money as much as
previous generations were.
THE RETAIL REVOLUTION
I DON’T JUST WANT ‘STUFF’ ANYMORE
A NEW RETAIL EXPERIENCE
THE NEW RETAIL EXPERIENCE
58
In the future of retail,
the consumer is king.
THE RETAIL REVOLUTION
THE NEW RETAIL EXPERIENCE
59
If they don’t receive
exceptional customer service
they will go elsewhere.
THE RETAIL REVOLUTION
THE NEW RETAIL EXPERIENCE
60
THE RETAIL REVOLUTION
THE NEW RETAIL EXPERIENCE
61
This demands a new retail
experience that feels less like a
‘path to purchase’ and more like a
first date that went really well!
It’s a journey to a relationship.
THE RETAIL REVOLUTION
THE NEW RETAIL EXPERIENCE
62
- LIQUID AGENCY ‘The Future of Retail’
THE RETAIL REVOLUTION
The Old Way The New Way
THE NEW RETAIL EXPERIENCE
63
Every tactic must be executed in
the pursuit of getting to know the
customer, so that every message is
intriguing, appreciative and
continues to draw them into a
personalised brand experience.
THE RETAIL REVOLUTION
THE NEW RETAIL EXPERIENCE
64
THE RETAIL REVOLUTION
Separate the customer from their purchase.
The new retail model demands we think of
the customer journey in an entirely new way.
THE NEW RETAIL EXPERIENCE
65
- LIQUID AGENCY ‘The Future of Retail’
THE RETAIL REVOLUTION
THE NEW RETAIL EXPERIENCE
66
THE RETAIL REVOLUTION
Leverage the right technology.
Technology allows brands to court the
customer like never before - to learn
what they do and do not like.
THE NEW RETAIL EXPERIENCE
67
THE RETAIL REVOLUTION
Share stories that inspire them.
Be there for them when they need
something - not when you think they
need something.
THE NEW RETAIL EXPERIENCE
68
THE RETAIL REVOLUTION
It’s not about single sales.
Ignite and foster a long-term, mutually
beneficial and respectful relationship.
THE NEW RETAIL EXPERIENCE
69
THE RETAIL REVOLUTION
Relationships = revenue.
- LIQUID AGENCY ‘The Future of Retail’
OUR CUSTOMERS
SO LET’S START DATING
LET’S START DATING OUR CUSTOMERS
71
THE RETAIL REVOLUTION
Retail success us about creating
GREAT experiences - just like dating.
How attracted would you be to a date who
just talked about themselves all night?
LET’S START DATING OUR CUSTOMERS
72
THE RETAIL REVOLUTION
We need to start asking our
customers the right questions.
We need to be interested in them, learn
about them and then talk knowledgeably
about what is of interest to them.
LET’S START DATING OUR CUSTOMERS
73
THE RETAIL REVOLUTION
Every touch point along the
customer journey is an
opportunity to build a
relationship.
LET’S START DATING OUR CUSTOMERS
74
THE RETAIL REVOLUTION
Where, when and how often
brands interact with each
customer should be
thoughtful and meaningful.
LET’S START DATING OUR CUSTOMERS
75
THE RETAIL REVOLUTION
What is said should give
them exactly what they
need in the moment.
LET’S START DATING OUR CUSTOMERS
76
THE RETAIL REVOLUTION
Create experiences that
are Relevant, Intimate
and Fun.
LET’S START DATING OUR CUSTOMERS
77
THE RETAIL REVOLUTION
Get to know the customer and
execute from that insight!
Don’t just blindly insert fancy
technology and tactics that may end
up hindering the experience
LET’S START DATING OUR CUSTOMERS
78
THE RETAIL REVOLUTION
Remember this...
Like dating, too many calls are
just as bad as too few!
LET’S START DATING OUR CUSTOMERS
79
(LIQUID AGENCY ‘The Future of Retail’)
THE RETAIL REVOLUTION
@nictinworth
THANK YOU.
FOR YOUR READING PLEASURE
LINKS
READING LINKS
82
http://www.marketing-interactive.com/china-retail-journey-starts-with-digital/
THE RETAIL REVOLUTION
http://www.shopify.com/blog/14513673-consumers-are-showrooming-and-
webrooming-your-business-heres-what-that-means-and-what-you-can-do-about-it
http://www.fastcocreate.com/3041516/master-class/mirror-mirror
http://www.marketing-interactive.com/events/click-mortar-real-answer-retail-
industrys-woes/
http://www.briansolis.com/2012/04/meet-generation-c-the-connected-customer/
http://www.slideshare.net/liquidagency/retailing-is-like-dating
http://www.briansolis.com/tag/digital-darwinism/

Más contenido relacionado

Último

Delihvery-Delivery Partner-Ecommerce Platform
Delihvery-Delivery Partner-Ecommerce PlatformDelihvery-Delivery Partner-Ecommerce Platform
Delihvery-Delivery Partner-Ecommerce PlatformDeborahnich
 
Web 3 in Retail Unlocking New Possibilities
Web 3 in Retail Unlocking New PossibilitiesWeb 3 in Retail Unlocking New Possibilities
Web 3 in Retail Unlocking New PossibilitiesLiveplex
 
Aliexpress Coupon Codes And Discount Codes
Aliexpress Coupon Codes And Discount CodesAliexpress Coupon Codes And Discount Codes
Aliexpress Coupon Codes And Discount Codesbirs gonzo
 
Key-Benefits-of-Marketplace-Payment-Reconciliation
Key-Benefits-of-Marketplace-Payment-ReconciliationKey-Benefits-of-Marketplace-Payment-Reconciliation
Key-Benefits-of-Marketplace-Payment-ReconciliationVinculum Solutions Pvt. Ltd.
 
Retail OS - Delivering the Omnichannel Experience.pptx
Retail OS - Delivering the Omnichannel Experience.pptxRetail OS - Delivering the Omnichannel Experience.pptx
Retail OS - Delivering the Omnichannel Experience.pptxJohn Andrews
 

Último (6)

Ball Pens
Ball                                PensBall                                Pens
Ball Pens
 
Delihvery-Delivery Partner-Ecommerce Platform
Delihvery-Delivery Partner-Ecommerce PlatformDelihvery-Delivery Partner-Ecommerce Platform
Delihvery-Delivery Partner-Ecommerce Platform
 
Web 3 in Retail Unlocking New Possibilities
Web 3 in Retail Unlocking New PossibilitiesWeb 3 in Retail Unlocking New Possibilities
Web 3 in Retail Unlocking New Possibilities
 
Aliexpress Coupon Codes And Discount Codes
Aliexpress Coupon Codes And Discount CodesAliexpress Coupon Codes And Discount Codes
Aliexpress Coupon Codes And Discount Codes
 
Key-Benefits-of-Marketplace-Payment-Reconciliation
Key-Benefits-of-Marketplace-Payment-ReconciliationKey-Benefits-of-Marketplace-Payment-Reconciliation
Key-Benefits-of-Marketplace-Payment-Reconciliation
 
Retail OS - Delivering the Omnichannel Experience.pptx
Retail OS - Delivering the Omnichannel Experience.pptxRetail OS - Delivering the Omnichannel Experience.pptx
Retail OS - Delivering the Omnichannel Experience.pptx
 

The Retail Revolution

  • 1. A NEW RETAIL PARADIGM, COURTESY OF THE MILLENNIALS. THE RETAIL REVOLUTION
  • 2. “People don’t always remember what you say or even what you do, but they always remember how you made them feel.” - MAYA ANGELOU
  • 4. DIGITAL DARWINISM 4 We are entering a new digital economy and to compete successfully in it, business processes, models and systems need to evolve. Those who do not adapt to these changes will not be successful. THE RETAIL REVOLUTION
  • 5. DIGITAL DARWINISM 5 • Brian Solis is a digital analyst, anthropologist and futurist who studies the effects of disruptive technology on business and society. • He’s studying the way that people embrace technology, from social networks to smartphones to intelligent appliances, and how that contributes to the digital lifestyle that is now synonymous with Generation Y - the Millennials. • Some companies invest in new technologies without understanding the culture, nuances and relationships that the user has within those communities or how they use the devices. THE RETAIL REVOLUTION
  • 6. DIGITAL DARWINISM 6 • They aren’t thinking about changing their work ecosystem to adapt to new technologies - they are trying include new technologies within the existing framework. • Technology is and isn’t the answer to change, it’s the enabler. http://www.briansolis.com/tag/digital-darwinism/ THE RETAIL REVOLUTION
  • 7. DIGITAL DARWINISM 7 “As technology and society evolve, leaders face the need to adapt or die.” - BRIAN SOLIS THE RETAIL REVOLUTION
  • 9. THE LINES ARE BLURRING 9 Due to these technological and societal changes, the lines between the physical and digital retail channels are blurring. Millennials just want to go ‘shopping’ - wherever and whenever they feel like doing so. THE RETAIL REVOLUTION
  • 10. THE LINES ARE BLURRING The majority of Chinese consumers now choose a digital channel as the first step in researching retail products. 10 - PWC TOTAL RETAIL SURVEY 2015 THE RETAIL REVOLUTION
  • 11. START OFFLINE, FINISH ONLINE SHOWROOMING
  • 12. SHOWROOMING 12 ‘Showrooming’ occurs when a shopper visits a store to check out a product but purchases online, from home or another location later. Shoppers still prefer to see and touch the merchandise they buy, but many items are available at lower prices online. THE RETAIL REVOLUTION
  • 14. SHOWROOMING Have you ever intentionally browsed products at a store but decided to purchase online? 14 - PWC TOTAL RETAIL SURVEY 2015 THE RETAIL REVOLUTION
  • 15. START ONLINE, FINISH OFFLINE WEBROOMING
  • 16. SHOWROOMING 16 ‘Webrooming’ occurs when consumers research products online before going into the store for a final evaluation and purchase. This form of shopping is globally on the rise and becoming more relevant to consumers and retailers alike. THE RETAIL REVOLUTION
  • 17. WEBROOMING Have you ever intentionally browsed products online but decided to purchase them in-store? 17 - PWC TOTAL RETAIL SURVEY 2015 THE RETAIL REVOLUTION
  • 18. COMES TO TRADITIONAL RETAIL MOBILE SHOPPING
  • 19. MOBILE SHOPPING COMES TO TOWN 19 Singapore-based online retailer ZALORA opened a pop-up store in Causeway Bay recently - an interesting move for an online retailer who are looking to grow their brand and sales with an O2O strategy. Mobile is the bridge because of the ubiquity of the devices among their wider customer base. THE RETAIL REVOLUTION
  • 21. MOBILE SHOPPING COMES TO TOWN 21 This ‘click-and-mortar’ approach is aimed at easing local (Hong Kong) customers into the notion of online shopping and the e/m-com experience with an educational, interactive and personable space. THE RETAIL REVOLUTION
  • 22. MOBILE SHOPPING COMES TO TOWN 22 In the store, visitors are encouraged to scan a QR code to download the ZALORA app to their mobiles using the free wi-fi, for an instant 20% discount. THE RETAIL REVOLUTION
  • 23. MOBILE SHOPPING COMES TO TOWN 23 Shoppers can see, handle and try the clothing on in the store but they don’t take it home! They purchase it in the store via the app and it is delivered to their home in a couple of days. THE RETAIL REVOLUTION
  • 24. MOBILE SHOPPING COMES TO TOWN 24 ZALORA are looking to a future where online and offline shopping aren’t two separate business models. There will just be ‘shopping’ and it will be an integrated online and offline experience. THE RETAIL REVOLUTION
  • 25. MOBILE SHOPPING COMES TO TOWN 25 More than 80% of people visiting this pop-up store have never shopped with ZALORA before their visit. 75% had never even heard of the name before. THE RETAIL REVOLUTION
  • 26. WILL SOON BECOME THE NORM ‘MAGIC MIRRORS’
  • 27. MAGIC MIRRORS 27 What if retailers focused on using technology to ease customer pain points and smooth out bumps in the shopping experience, like trying to flag down a salesperson while undressed in a fitting room? THE RETAIL REVOLUTION
  • 28. MAGIC MIRRORS 28 What if you took the best from a mobile experience and brought it into the store? That’s what Rebecca Minkoff and the eBay Innovations Lab have done. THE RETAIL REVOLUTION
  • 30. MAGIC MIRRORS 30 On a large wall mounted interactive screen, customers can swipes through collections and ‘looks’, select the ones they like, request a fitting room, and when it’s ready for them they are notified by text. THE RETAIL REVOLUTION
  • 32. MAGIC MIRRORS 32 In the fitting room another mirror allows the customer to choose different lighting settings, ask for more sizes and styles to be brought over, select which pieces to buy, and confirm their checkout with a sales associate. THE RETAIL REVOLUTION
  • 33. MAGIC MIRRORS 33 Customers can also save collections they didn’t buy to a personal profile that will show what they have tried on and what they bought - allowing the store and Minkoff brand to tailor recommendations and marketing communications accordingly. THE RETAIL REVOLUTION
  • 35. MAGIC MIRRORS 35 Digitally capturing shopping sessions can show what is trending with customers in different stores, allowing the brand to immediately alter both in-store and online marketing to reflect those preferences. THE RETAIL REVOLUTION
  • 36. MAGIC MIRRORS 36 So if they know that in New York people are taking a lot of denim into the dressing room, they can get hyperlocal with their marketing and change the imagery on the interactive wall and email marketing. THE RETAIL REVOLUTION
  • 37. PHYSICAL RETAIL IS HERE TO STAY 37 “People still want to use their five senses, not just the one sense you use when you’re doing e-commerce. So physical retail, a showroom, I think will never go away.” - STEVE YANKOVICH (eBay Head of Innovation) THE RETAIL REVOLUTION
  • 38. IT’S YOUR JOB TO UNDERSTAND ME! I AM AN INDIVIDUAL
  • 39. PERSONALISATION 39 My likes and dislikes, wants and needs are unique to my personality and way I live my life. Brands need to cater to this and start personalising the experience, service and offers accordingly. THE RETAIL REVOLUTION
  • 40. PERSONALISATION 40 This is part of an actual email I get often from my telco provider - Smartone. I am a 40 year old, single caucasian male. Why in the hell would I want to buy anything to do with Hello Kitty? I have been using them for 7 years and they know NOTHING about me. THE RETAIL REVOLUTION
  • 41. PERSONALISATION Smartone, you know me so well... 41 THE RETAIL REVOLUTION
  • 42. PERSONALISATION 42 What’s an even worse experience for me as a customer is how hard they make it to unsubscribe from their eDMs and annoying weekly text messages. THE RETAIL REVOLUTION
  • 44. PERSONALISATION 44 I will now make a concerted effort across multiple social platforms to express my negative feelings! THE RETAIL REVOLUTION
  • 46. PERSONALISATION 46 This is the way of the Millennial! THE RETAIL REVOLUTION
  • 47. PERSONALISATION 47 There are so many options for them to choose from. Give them a bad experience and they won’t just not come back, they will tell everyone about it. THE RETAIL REVOLUTION
  • 48. PERSONALISATION 48 So make sure it’s a good experience, because they will tell everyone about that too! This is the ‘sharing generation’, where positives and negatives are amplified. THE RETAIL REVOLUTION
  • 50. GENERATION C - THE CONNECTED CONSUMER 50 This year, people born between ’81 and ’96 are poised to become the new workforce majority, and by 2025 it will be 75%. THE RETAIL REVOLUTION
  • 51. GENERATION C - THE CONNECTED CONSUMER 51 It is the first fully social generation, and social currency is more important than ever as a result. THE RETAIL REVOLUTION
  • 52. GENERATION C - THE CONNECTED CONSUMER 52 “With every day that passes, Gen Y becomes far more important to the economy than we can realise. yet the gap between how Gen Y communicates and connects and how business, educators, governments et al. approach them is only widening. - BRIAN SOLIS THE RETAIL REVOLUTION
  • 53. GENERATION C - THE CONNECTED CONSUMER 53 THE RETAIL REVOLUTION This generation are more likely to find love or be dumped via text or their Facebook wall..
  • 54. GENERATION C - THE CONNECTED CONSUMER 54 59% of this generation update their social status in class and watch TV with two or more connected devices THE RETAIL REVOLUTION
  • 55. GENERATION C - THE CONNECTED CONSUMER 55 They believe that other consumers care more about their opinions than companies do - that’s why they share their opinions online, THE RETAIL REVOLUTION
  • 56. GENERATION C - THE CONNECTED CONSUMER 56 Millennials have high expectation of themselves and their jobs and aren’t as motivated by money as much as previous generations were. THE RETAIL REVOLUTION
  • 57. I DON’T JUST WANT ‘STUFF’ ANYMORE A NEW RETAIL EXPERIENCE
  • 58. THE NEW RETAIL EXPERIENCE 58 In the future of retail, the consumer is king. THE RETAIL REVOLUTION
  • 59. THE NEW RETAIL EXPERIENCE 59 If they don’t receive exceptional customer service they will go elsewhere. THE RETAIL REVOLUTION
  • 60. THE NEW RETAIL EXPERIENCE 60 THE RETAIL REVOLUTION
  • 61. THE NEW RETAIL EXPERIENCE 61 This demands a new retail experience that feels less like a ‘path to purchase’ and more like a first date that went really well! It’s a journey to a relationship. THE RETAIL REVOLUTION
  • 62. THE NEW RETAIL EXPERIENCE 62 - LIQUID AGENCY ‘The Future of Retail’ THE RETAIL REVOLUTION The Old Way The New Way
  • 63. THE NEW RETAIL EXPERIENCE 63 Every tactic must be executed in the pursuit of getting to know the customer, so that every message is intriguing, appreciative and continues to draw them into a personalised brand experience. THE RETAIL REVOLUTION
  • 64. THE NEW RETAIL EXPERIENCE 64 THE RETAIL REVOLUTION Separate the customer from their purchase. The new retail model demands we think of the customer journey in an entirely new way.
  • 65. THE NEW RETAIL EXPERIENCE 65 - LIQUID AGENCY ‘The Future of Retail’ THE RETAIL REVOLUTION
  • 66. THE NEW RETAIL EXPERIENCE 66 THE RETAIL REVOLUTION Leverage the right technology. Technology allows brands to court the customer like never before - to learn what they do and do not like.
  • 67. THE NEW RETAIL EXPERIENCE 67 THE RETAIL REVOLUTION Share stories that inspire them. Be there for them when they need something - not when you think they need something.
  • 68. THE NEW RETAIL EXPERIENCE 68 THE RETAIL REVOLUTION It’s not about single sales. Ignite and foster a long-term, mutually beneficial and respectful relationship.
  • 69. THE NEW RETAIL EXPERIENCE 69 THE RETAIL REVOLUTION Relationships = revenue. - LIQUID AGENCY ‘The Future of Retail’
  • 70. OUR CUSTOMERS SO LET’S START DATING
  • 71. LET’S START DATING OUR CUSTOMERS 71 THE RETAIL REVOLUTION Retail success us about creating GREAT experiences - just like dating. How attracted would you be to a date who just talked about themselves all night?
  • 72. LET’S START DATING OUR CUSTOMERS 72 THE RETAIL REVOLUTION We need to start asking our customers the right questions. We need to be interested in them, learn about them and then talk knowledgeably about what is of interest to them.
  • 73. LET’S START DATING OUR CUSTOMERS 73 THE RETAIL REVOLUTION Every touch point along the customer journey is an opportunity to build a relationship.
  • 74. LET’S START DATING OUR CUSTOMERS 74 THE RETAIL REVOLUTION Where, when and how often brands interact with each customer should be thoughtful and meaningful.
  • 75. LET’S START DATING OUR CUSTOMERS 75 THE RETAIL REVOLUTION What is said should give them exactly what they need in the moment.
  • 76. LET’S START DATING OUR CUSTOMERS 76 THE RETAIL REVOLUTION Create experiences that are Relevant, Intimate and Fun.
  • 77. LET’S START DATING OUR CUSTOMERS 77 THE RETAIL REVOLUTION Get to know the customer and execute from that insight! Don’t just blindly insert fancy technology and tactics that may end up hindering the experience
  • 78. LET’S START DATING OUR CUSTOMERS 78 THE RETAIL REVOLUTION Remember this... Like dating, too many calls are just as bad as too few!
  • 79. LET’S START DATING OUR CUSTOMERS 79 (LIQUID AGENCY ‘The Future of Retail’) THE RETAIL REVOLUTION
  • 81. FOR YOUR READING PLEASURE LINKS
  • 82. READING LINKS 82 http://www.marketing-interactive.com/china-retail-journey-starts-with-digital/ THE RETAIL REVOLUTION http://www.shopify.com/blog/14513673-consumers-are-showrooming-and- webrooming-your-business-heres-what-that-means-and-what-you-can-do-about-it http://www.fastcocreate.com/3041516/master-class/mirror-mirror http://www.marketing-interactive.com/events/click-mortar-real-answer-retail- industrys-woes/ http://www.briansolis.com/2012/04/meet-generation-c-the-connected-customer/ http://www.slideshare.net/liquidagency/retailing-is-like-dating http://www.briansolis.com/tag/digital-darwinism/