etailing india 3rd annual expo event - presentation by ian jindal (internet retail)

COPYRIGHT ianjindal.com and InternetRetailing.net Mumbai, 25 February 2015

“Connecting with the Connected Customer”

Insights and considerations from IRUK2015, the InternetRetailing Top500 multichannel retailers, 2015


Ian Jindal

@ianjindal www.ianjindal.com

@etail www.internetretailing.net


Presentation

Themes from Day 1 for the Indian market

•  Patience and pace to grow your business

•  Aiming for uniqueness – not just a “me too” company, fighting on price

•  “Service” underpins sustainable success

Thoughts from the UK market

•  You need to be in the game to win – either good, lucky or great reserves of cash. Only “being good” is sustainable

•  As retailers we sell other people’s products (and they are now selling them too) – the focus then is service

•  I’ll concentrate upon service, delivery and connecting with the customer in this presentation.


The IRUK500What does ‘top’ mean? Retailcraft™


190,000 UK Retail Business

5,600 ‘long’ list

1800

500


What people are already saying

“The most comprehensive and authoritative measurement of omnichannel capability in the retailing world.”

Robin Phillips, eCommerce Director, Waitrose

“The IRUK Top 500 ranking is the most comprehensive and thoughtful assessment ever of the state of the art in multi-channel retailing. Having been compiled with great rigour by expert analysts and practitioners, the resulting ranking is a great yardstick by which companies can compare their own performance to their peers, and seek to learn from the leaders.”

Tony Preedy, Marketing Director, Lakeland


h"p://internetretailing.net/iruk/


Mobile and mobility

1

Always, always on…


Mobile is first, everywhere and simultaneous

“More than half of all visits to our websites came from smartphones and tablets this Christmas. By 2015, we expect every transaction to involve a mobile device at some point in the customer journey” Alex Baldock, Group CEO ShopDirect.

http://internetretailing.net/2014/05/internet-retailing-awards-2014-the-mobile-award/


Mobile changes our notion of channels:“Touch-first” design


“Touch-first” design - House of Fraser Swipe-able; touchable…


Apps

No A p p331

A dvanc e d93

B as ic76

A p p169

M O B I L E A P P S S T I L L R A R E

Mo b i le a p ps are st i l l rare , ev en a mong To p500 c om p an ies . O f the 169 re ta i lers w ith

o f f ering o f T o p500 re ta i lers .

At the end of 2014 most retailers s<ll

lacked mobile apps


Delivering… on our promises

2


Delivery promise is a key aspect of selling


Delivery promise is a key aspect of selling

Customers •  46% abandon due to delivery

concerns (IMRG) •  50% look for delivery data when

they start to shop •  80% want progress updates after

purchase (SMS and Email - 89% preference)

Retailers •  72% - next day •  44% - click and collect •  18% - 6pm for next day •  Amazon, House of Fraser, ASOS and

soon Selfridges


c30% of ecommerce is for collection in store… but not only the store

Amazon lockers in malls Collect+ Kiala convenience stores


Pureplays become physical:ParcelPod, Collect+, Westfield and ASOS

http://internetretailing.net/2014/06/local-letterbox-strikes-logistics-partnership-ahead-of-launch/

COPYRIGHT ianjindal.com and InternetRetailing.net Mumbai, 25 February 2015 Full details in your print version

‘Elite’ retailers excel at both delivery and returns


In-storeDigital renaissance of the store

3


The store is important to our customers

The store is used to fulfil and to inspire Customers’ use of channels

•  44% always check online first

•  65% check store first

•  87% see multi-channels as important

75%

65%


Digital is in-store

John Lewis - StyleMe Infinite aisle is in Kalverstraat with M&S


Need maintenance and staff support…

12 June 2014 Out of order. Paper sign. In English.


4

The way they make you feel STAFF


Impact of store employees on purchasing

“Be as empowered as our customers” ‘Knowledge’ as a key indicator within customer satisfaction.


Seamless

Mind the gap 5


Social Media in IRUK Top500

•  Presence •  Engagement•  Brand sentiment•  Response to

incidents through social media

•  Effectiveness


Twitter response times

COPYRIGHT ianjindal.com and InternetRetailing.net Mumbai, 25 February 2015 TOTAL RETAIL™


Thank you

•  www.ianjindal.com•  [email protected]•  @ianjindal

•  www.internetretailing.net•  www.internetretailingawards.com•  www.internetretailingconference.net•  www.edelivery.net•  www.eseller.net

•  @etail

etailing india 3rd annual expo event - presentation by ian jindal (internet retail)

Retail

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p p s s t i

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