Post on 28-Nov-2014
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Dr Patrick Dixon Chairman Global Change Ltd
Future of Retail Customer Experience and Relationship
帕特里克▪迪克森 Global Change Ltd 主席
Global Outlook -‐ and La/n America Retail
• Global economy never stopped growingWGP 1980-‐2013 (%,constant prices)
US GDP 1980-‐2013 (%,constant prices)
Mexico, Brazil, US GDP (%,constant prices)
Mexico Retail Growth
Vietnam GDP 1985-‐2011
>40% WDP by 2015 Asia powering growth
� IMF - adjusted for Purchasing Power Parity
$3.4 trillion
Reserves
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One word will drive Future
Future retail is about
EMOTION
KinshipCustomer
Focus
SAVETIME
20
21
SMARTCALL-‐CENTRES
Most call-‐centresslow, blind and
deaf(single screen -‐ no social media)
Mega Chains
Expect rapid growth of large retail chains -‐ new outlets
� Soriana, Cencosud, Casino (CBD, Exito), Carrefour and Wal-Mart
HUGEMALLS
And decline of smaller shops
LeisureRetailing
Niche Trader
RETAILJourneys
Guide what customers look at as they walk
In-‐store Personal Advisors
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Ultra Premium
50m joined middle classes in La/n
America over last decade (World Bank)
OnlineBoom
70m people online in Mexico5m tablet users
30m smartphones -‐ up 49%pa60% of 25-‐34 year olds (Google report 2013)
e-‐commerce hit $1 trillion in 2012 e-‐marketer 12% of all retail in UK
Price Comparison
Italy: 58% increase in aggregator sales of car insurance in first 6
months of 2013 v 2012
Future of Retail
Marke/ng
33% in UK don’t watch live TV
InformationRevelation
1 trillion pages a month
"Perfection!, Wonderful hotel. Good value, beautiful views.“
Madrid May 20, 2013
This was the most beautiful hotel. Clean, friendly and good value.
“Worst hotel I have ever been in. Should be closed down.“
Paris April 11, 2013
NEVER stay in this terrible place. Rats, insects, dirty. Many guests got sick.
74 million users a month
MobileMarke/ng
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Mobile: MORE THAN A CHANNEL
Mobile6m new mobile users in Mexico in 2014
28% population - highest in Latin America
MobileMexico mobile ad spend $173m in 2014
Up by 87% in 12 months
Loca/on Marke/ngis next
BIG THING
From Invasive to Insight
Mobile“On-time, anyhow, anywhere”
Reduce customer support costsBoost cross-sell / up-sell (works well)Easier policy changes and renewals
Policy alerts / progress on claimsIntegrated product offersFusion with social media
MobilePayment
77
Wireless Payment Cash costs EU60bn pa
> 200 million mobile payments> 70% in Africa > $160bn
79
2m businesses use SQUARE in US
• Kenya -‐ 17m customers• $9bn pa -‐ >33% GDP
•
1.7bn users unbanked
83
• In UK alone....• Transactions >$1trillion pa • Credit card debt >$100bn• Average card interest rate
16%• 2% commissions worth $18bn
Payments Doorway
Free mobile devicescalls / web / TV / games / payHigher income model
2010 2013 2015
TelcoBanks
FusionOn-‐Off line
SALESOnline / physical
worlds become oneBuy online - deliver to store.
Buy store - deliver at home. Go to store, research and order
online etc.
BeyondHome Delivery
Over 4000 road hauliers in EU
1.3bn home delivered e-‐com items in UK a year (+12% pa)
Home delivery when no one at home?
91
3000 Parcel Shops in UK in 12 months Chosen by up to 50% customers for
deliveries
92
SPEEDto Market
Gold standard:10am orders for 3pm Delivery
10am orders for 3pm Delivery
Internet of Things
1.5m components in supply chain
A6 – 85 door components50,000 product combinaHons
90% all global data generated in last 2 years
Big Data
Big Data means shift from
Marketing to Creative Advice
• Home• Work• Online• Offline• Sales• Entertain• Phone• Mobile• Chat
ONECUSTOMER
•Individuals•Family•Community•Wide World
Beier Retail Future
Stronger Kinship
Dr Patrick Dixon Chairman Global Change Ltd
Future of Retail Kinship with Customers
帕特里克▪迪克森 Global Change Ltd 主席