Deloitte Retail Outlook 2010 (Abridged Version)

DeloitteCanada is on Twitter #RetailOutlook

Retail Outlook 2010

How mobile apps and social

networks are transforming retail

February 10, 2010


Retail Outlook 2010

• Retail trends

• The social media revolution

• Panel discussion

• Closing


Retail trends

3

• Social responsibility

• Adapting to volatility

• Customer experience

• Growth shifts away

from North America

• Shopper marketing

• Cost reduction

• Customer values

• Differentiation

• Resetting customer

behaviour

• Social networking and

retailing

• Rationalizing assortment

• Shifting global landscape

Changing nature

of retail

Preparing for

economic recovery

Convergence of

social networks

& mobile apps

2008 2009 2010


The social media revolution

4

http://www.youtube.com/watch?v=sIFYPQjYhv8

http://www.youtube.com/watch?v=sIFYPQjYhv8


Retailers will need to increase the number of customer touch points

5

Social

Networking

Mobile Apps

Location-based

services

Customer centric/

multi-touch points

Source: Deloitte analysis

Complexity / Cost

Po

ten

tial

retu

rn /

payo

ff

Mobile

Websites &

Tags


Retailers must have presence on social networking sites


Mobile sites and Tags are here

http://www.microsoft.com/tag/content/what/




Mobile apps are revolutionizing retail


Location-based services bring the customers to you

http://cnettv.cnet.com/yelp-iphone-4-0/9742-1_53-50082571.html














Multiple customer touch points is IN… Multi-channel is OUT

10

Customer

Social

networks

Mobile

websites

& Tags

Mobile

appsLocation

-based

service

Customer

centric / multi-

touch points

Traditional

Retail

Web


Customer centric retail experience of the future

http://www.youtube.com/watch?v=9AJi2aqPyA0

http://www.youtube.com/watch?v=9AJi2aqPyA0


Social networks and mobile applications are

transforming retail…Are you ready?

12

Social

Networking

Mobile Apps

Location-based

services

Customer centric/

multi-touch points

Source: Deloitte analysis

Complexity / Cost

Po

ten

tial

retu

rn /

payo

ff

Mobile

Websites &

Tags


ContactsBrent Houlden

Retail Practice Leader

416-643-8788

[email protected]

Jennifer Lee

Senior Manager, Financial Advisory

416-874-3344

[email protected]

Teresa D’Alessandro

Senior Manager, Marketplace Services

416-643-8435

[email protected]

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Deloitte Retail Outlook 2010 (Abridged Version)

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