retailoasis 'big breakfast' presentation - mark teperson, rcg corporation
Post on 13-Apr-2017
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TITLE insert text here Digital Trends: Transforming Retail
MarkTepersonDirector Mul5channel
RCG Corp Ltd
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A"tude towards change Two truths, one mantra
‘Without passion, we are just unfulfilled poten9al’
‘The relentless pursuit of excellence’
5 Key Themes Today
1. Technology@Retail2. Challengingthestorenetwork3. Organisa:onalchange4. Intersec:onofcontent&commerce5. Customerloyalty(community)
TITLE insert text here THE FUTURE IS HERE.
It’s just not evenly distributed yet
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Three Key Ques+ons That should drive technology @ retail
1. Whatistheunmetneedoftheconsumer?
2. Howcantechnologymeaningfullysolvethisunmetneedorenhancetheexperienceforaconsumer?
3. Istheexperiencecontextuallyrelevant?
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Large mirrored panel at the front of the store, where customers can; § Browse the latest looks § Shows ‘what to wear it with’ § Select items to be brought to
change room
Does this meaningfully enhance the consumers experience? Is it contextually relevant?
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Beacons automa,cally iden,fy product placed in change room § Shows ‘what to wear it with’ § Select alternate size to be
brought to change room § Change ligh,ng to reflect
different se@ngs (night, day, club)
§ Order beverages § Complete checkout; or § Add items to your app
automa,cally so you can purchase later
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TITLE insert text here Follow the customer
& you will never have to look for growth
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DepartmentStore:Inves0ngheavilyinstoreexperienceanddigitalcommercetofuelgrowth. Origina(ng with first store in mid 1800’s in Oxford Street, London. Today it has 45 stores in the UK. In 2015, 40% of John Lewis total revenue (£1.5bn) was generated through online channels.
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PurePlay:Inves.nginretail‘Guideshops’Holdsnophysicalinventoryin-store.OnlyTRYONsizes. Try it on before you buy at one of their Guideshops. No crowds. One-on-One service. Exactly what you want, delivered right to your door.
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SpecialtyRetail:Reducingthetradi3onalstorefootprint.Leveragingdistribu3onnetworksandcentralisedinventory. Holds no physical inventory in-store. Only TRYON pairs. Shop in store: FREE overnight shipping Shop Online: Free ground shipping
Why is this important for retailers?
Improveinventoryefficiency(Centralizeinventory)ReducemarkdownsReduceretailfootprint(size&numberofstores)IncreaseinvestmentinstoreexperienceLeveragedigitalchannelstoextendreachofyourmarket
Strategy ImpactReducemarkdowns
ImprovemarginsReducepremiumrentals&eliminateunprofitablestoresGrowconsumerengagement&salesGrowsales&profits
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Does your organisa-on have the capability to change?
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Capability Pla+orm Talent§ Specialistexper/se§ Transforma/onalexper/se§ Vision&Ownership
Culture§ Execu/veleadership&commitment§ Collabora/on&partnership§ SharedKPIs,Incen/ves&Goals§ Customerleaddecisions(datadriven)
Structure§ Dedicatedinternalresources§ Sharedresponsibili/esandorchestratedhandoff’s§ Crossdisciplineteams,doHedlines&hybridroles
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The new, non-linear purchase journey !
The journey is now !
DynamicThe journey is more!
InfluencedThe journey is!
Continuous
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Content
Commerce
Contextually relevant content is driving commerce
BREAKIT
DOWN
MobileApps
Tablet/DesktopRetailSocialEmailBlog
ChannelsBrowseResearchInspira0onConsidera0onPurchasePostPurchaseReturnsRewardsAdvocacy
Behaviours
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Customer Loyalty Trends
Content
Commerce
Community
•Inaclu)eredmarketvalueexchangeismoreimportantthaneverbefore
•Personalisa9onisaHygieneFactor
•Shi/fromproductcyclestoconsumerlifecycleengagement
•Nothowloyalyouaretous.Itishowloyalwearetoyou
•MembershipSpectrum(SAPS:StatusAccessPowerStuff)
•Kudoseconomy
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Follow the customer withtherelentlesspursuitofexcellence
& you will never have to look for growth
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