24. Just 2.1% of UK‘s adult population currently shop via a smartphone, but nearly 80% of owners have used it to buy something!
25. But smartphone ownership is growing by c100% annually, driven by iPhone, Android and other comparable products(source: Verdict & Ovum Research)
26.
27. 20% plan to do so, according to a study of 1,500 people in the UK, France, Germany, Italy and Spain
28. The study also found that shoppers who used mobile in some part of the research and purchase process spent 15% to 30% more than those who used just one channel (source: IDC/Akamai) 80% of all web-page views in Japan are via mobile devices! UK predicted to mirror this by 2014 Highly likely that developing nations will leapfrog to this stage
37. Omni-channel consumers are shaping Multi-channel commerce… McKinsey research 2009 Clothing retail example USD$ average customer spend per year 3 channels = 4.4 x higher than print alone 4.5 x higher than stores alone 5.6 x higher than web alone
44. Today’s consumer: considered consumption Quantity I buy lots of things: some I need, some I don’t… Quality I buy things I that I really want… Product It’s mainly about the product… Holistic It’s about the product and the background to the product… Price I want everyday low prices… Value I don’t mind paying for good things… Impulse I buy things without thinking about them… Thoughtful I buy things I like, but I think about what I am buying… Private & Confidential, Copyright Pindar & Verdict Consulting 2010
50. 1999 £9,503m 2009 £4,393m The traditional view – a changing landscape Size of traditional mail order catalogue market ? Private & Confidential, Copyright Pindar & Verdict Consulting 2010
51. The modern scenario Lost in a sea of cross-channel confusion Telephone Online Stores Cats, Mags, Inserts Affiliates Kiosks C2C Social networking Mobile Private & Confidential, Copyright Pindar & Verdict Consulting 2010
52. Perceptions have changed The stigma’s gone – they’re totally different now They’ve changed, they’re a really nice read Private & Confidential, Copyright Pindar & Verdict Consulting 2010
53. The influence of the catalogue today 20.8% regularly use a catalogue to directly buy products Private & Confidential, Copyright Pindar & Verdict Consulting 2010
55. Omni-channel consumers are shaping Multi-channel commerce… McKinsey research 2009 Clothing retail example USD$ average customer spend per year 3 channels = 4.4 x higher than print alone 4.5 x higher than stores alone 5.6 x higher than web alone
56. The influence of the catalogue today 53.9% regularly use a catalogue in the purchase process Private & Confidential, Copyright Pindar & Verdict Consulting 2010
57. The underlying reasons for usage It’s nice to sit and relax – to sit on a sofa and flick through 36.4% 35.9% 30.4% 29.6% I can see how the clothes will look on my children 21.7% They’re good at product placement Seeking inspiration Gathering ideas Browsing for fun Checking product details Comparing prices Private & Confidential, Copyright Pindar & Verdict Consulting 2010
60. Where is print used and viewed? Catalogue browsing The charts below shows the percentage of people who browse catalogues in the various situations and locations. At home 89.4% At work 8.9% While traveling 9.1% In store 24.8% On holiday 3.0% While waiting 14.4% At a friend's home 14.1% Private & Confidential, Copyright Pindar & Verdict Consulting 2010
61. Catalogue dynamics – shop in the home + Average time spent browsing catalogues: 8 hours per month Average household receives 2 catalogues each month 5% of households receive more than 5 catalogues each month Private & Confidential, Copyright Pindar & Verdict Consulting 2010
62. B2C research summary Traditional views of the catalogue do not hold true Catalogues are critical influencers, at the critical points We live in an omnichannel world Driving spend, through channels of choice Private & Confidential, Copyright Pindar & Verdict Consulting 2010
63. Further evidence Why the catalogue is so important… Of those, 80% found their purchase in a catalogue and then went online to order. 70% of those surveyed shopped from home last year. Experian, 2009
64.
65. Focus in IT has been on logistics and ERP/CRM – single customer viewBut: Consumers do not see channels, they see brands. Therefore, brand and service level consistency across all channels is important for maintaining customer loyalty. Sharing product and customer data across channels is vital to achieving a consistent customer services and brand message. A single, central repository is required to provide a single view of the data. But many retailers are still not managing important processes at a multichannel level. (DataMonitor, Sep 2009)
104. PIM is a crucial foundation Retail Systems Research May 2010 Retailers asked to comment on which business initiatives hadthegreatest positive impact in improving customer satisfaction across all channels Ensuring product information and pricing is up to date and consistent across channels Enabling cross-channel fulfillment Cross selling and personalized promotions Synchronizing customer and inventory information across channels Same day shipping & simple, consistent returns Information sharing with merchandise vendors on product features and availability Enabling real time views of cross-channel inventory