High speed and non-predictable customer behaivior in mail order retail and e-commerceHelga Trölenberg-BuchholzGermany

Three points to discuss

• The customer today• The future of mail order and e-

commerce• And now?

Consumerstoday

InformationValue

ExperienceServiceRespect

On and off

Again and again

Cross-channel expectations

Do welland talk about

> 600 Mio. Facebook user80 different countries

0 Euro for a Spanish version

... as well as...

LOHAS - Lifestyle of health and sustainability

LOHAS now

LOHAS in future

Source: Zukunftsinstitut GmbH

CarMobility

TVInformation

Entertainment

RefrigeratorConvenience

Storage

SupermarketShopping

Traditional familyWealth

Mass consumption

Yesterday

CarMobility

TVInformation

Entertainment

RefrigeratorConvenience

Storage

SupermarketShopping

Traditional familyWealth

Mass consumption

Yesterday

MobilityMix

CommunitiesProsumer

media

Sustainable cookinghealth enjoyment

Convenience

Third placesCommunication

Patchwork societyLife value

Mass sophistication

Tomorrow

Source: Zukunftsinstitut GmbH

5 years3 0

Future ofmail order and

e-commerce

Personal datafor

personal service

100 % more conversion

Source: Whitepaper Wie Nutzer-generierte Inhalte den Online-Umsatz steigern, 2011

BusinessIntelligence

for everybody

Channel

Customer

TimePrice

Product

And now?

Common senseTrust

Behind the curtainPersonalisation

Test yourself

Thank you!

Helga Trölenberg-BuchholzMail order and e-commerce consultancyThurower Str. 1aD – 19217 Groß MolzahnGermany

Telefon: +49 (0) 38875 – 229807Mobil: +49 (0) 170 – 738 8910

E-Mail: htb@troelenberg.com