1 New Future In Store How will shopping change between now and 2015? Research Report May 2008 Visit our site
2 New Future in Store How will shopping change between now and 2015? We collected the views of primary household shoppers in eight major retail markets,,,,,, the and the. 2 New Future In Store How will shopping change between now and 2015?
3 Introduction In 2015 the retailing landscape will have transformed completely. Although a lot of the technologies around at the moment will be key to driving this change, they will have evolved considerably. For shoppers, the look and feel of shopping will continue to change as many existing retail concepts meet the end of their shelf life. Retail businesses will have to innovate continuously as an increasingly digital environment gives shoppers dramatic new choices. Consumer products manufacturers will need to respond to these trends and embrace new assumptions. These changes reflect many trends. The Baby Boom generation which has dominated retail thinking for decades will be turning 70 and the baton will be passed to Generation Y. Technology will become increasingly available. Shoppers will interact with retailers and suppliers more than ever before, with online capabilities and communities playing a bigger and bigger role in the relationship. The new future is unfolding now; this report provides a glimpse of what s in store for shoppers, for retailers, and for the manufacturers who create the myriad of consumer products we buy every day. Barry Lemmon Global Head of Retail & Shopper Insights 3 New Future In Store How will shopping change between now and 2015?
4 Glimpses into the future of retailing What does the future of retailing look like? We looked at a dozen innovations that could be part of everyday life before too long. Do people ever see themselves going online to participate in the very process that creates our products and services? Would they want to join massive online collaborative shopping communities to combine their buying power with other consumers? Who will join the social networks that share information about the hottest stores, trends and products? We also asked about smart carts, biometric payment and holographic sales assistants. Would dressing rooms ever become interactive? Would body scans be used to help find the right fit? How will mobile phones help retailers publicise sales, products and special promotions? Do people see themselves activating a shopping trip remotely via their mobile device? And how far away is the networked refrigerator that tells us when we are out of milk? We have presented a broad range of insights in this report. As well as the findings of the survey, a number of our own TNS experts have offered some their views on the future of retailing. We hope you enjoy reading this report. Pat McCann Director of Retail and Shopper Insights, This report is based on more than 4,600 online surveys with the primary household shoppers in eight countries,,,,,, the and the. The survey data was collated and analysed in January and February New Future In Store How will shopping change between now and 2015?
5 Our survey at a glance We asked primary household shoppers for their views on the following 12 retail Innovations that could shape the future of retail. 1. Biometric Payment Fingerprint A shopper can pay for purchases by placing his/her finger on a sensor that reads the fingerprint, linking it to the shopper s bank account or credit card to record the purchase. 2. Interactive Dressing Room Help Using a digital touch-screen, a shopper in the dressing room can communicate with sales personnel without having to return to the sales floor to search for help. 3. Smart Carts A smart cart incorporates interactive technology via a video screen on the front of the cart, enabling customers to locate products, access shopping lists, check prices, receive promotions and coupons, and scan purchases. The technology also can provide retailers and suppliers with rich data on the shopping trip. 4. 3D Body Scanning A scan of a shopper s body will be used to make recommendations about the brands and specific clothes most likely to fit well, or to help fit custom-made clothes. 5. Collaborative Product Development Websites Product developers will encourage consumers to post ideas and answer surveys online about new products and how existing products can be improved. 6. Group Buying by Consumers Shoppers join online collaborative shopping communities to aggregate their buying power with other shoppers. 7. Networked Shopping Networked devices in the home such as networked fridges will monitor what products consumers use, create shopping lists, and communicate with other devices to arrange deliveries. 8. Interactive Dressing Room Mirror It looks like any other mirror, but is actually a high-resolution digital screen with a camera that can relay live video and project holographic images of clothing items so customers can see how they will look in an outfit without trying it on. 9. Shopping by Mobile Phone Shoppers will use mobile devices to place orders and arrange delivery from remote locations. 10. Holographic Sales Assistant Shoppers will interact with an in-store hologram that can answer questions and facilitate merchandise transactions. 11. Shopping Social Network Website Shoppers share information about the hottest stores, designers, trends and must-have products all online. Retailers and suppliers will be able to monitor social networking sites to find out what consumers want and take early action to develop and stock those products. 12. Sales and Product Information via Mobile Phone (Based on Location) Shoppers will opt-in to networks that send them text messages about sales, products and retailers that are relevant to the shopper s current location. 5 New Future In Store How will shopping change between now and 2015?
6 And here are the global results (all 8 countries:,,,,,, the and the ) There are five measures throughout the New Future In Store survey: Appeal percentage of shoppers scoring an innovation as 8, 9 or 10 with 10 indicating very appealing. So an appeal rating of 40% for example means 40% of shoppers scored an innovation 8 or above Likelihood to Use percentage of shoppers indicating they would definitely use this innovation Newness percentage of shoppers rating an innovation as extremely or very new as well as different Believe in Use percentage of shoppers believing this innovation will be in widespread use in their country by 2015 percentage of respondents voting this innovation into first place. Appeal Appeal (Top 3 Box Score) Likelihood to Use Likelihood to Use Newness Newness Believe In Use by 2015 Biometric Payment Fingerprint 26% 4 Biometric Payment Fingerprint 67% 60% Innovation percent Interactive Dressing Room Help Smart Carts 3D Body Scanning % Interactive Dressing Room Help Smart Carts 3D Body Scanning 57% 57% 67% 67% 7 72% Biometric Payment Fingerprint 25% Dressing Room Help 6% Smart Carts 1 Collaborative Product Development Websites Group Buying by Consumers Networked Shopping Interactive Dressing Room Mirror Shopping by Mobile Phone Holographic Sales Assistant 37% 17% 36% 17% % 2 2 Collaborative Product Development Websites Group Buying by Consumers Networked Shopping Interactive Dressing Room Mirror Shopping by Mobile Phone Holographic Sales Assistant 40% 42% 4 46% 54% % % 3D Body Scanning 12% Collaborative Product Development Websites 7% Group Buying by Consumers 12% Networked Shopping 6% Interactive Dressing Room Help 5% Shopping by Mobile Phone 2% Holographic Sales Assistant 2% Shopping Social Network Website Sales and Product Information via Mobile Phone (Based on Location) 1 1 Shopping Social Network Website Sales and Product Information via Mobile Phone (Based on Location) % Shopping Social Network Website 2% Sales and Product Information via Mobile Phone (Based on Location) 2% 6 New Future In Store How will shopping change between now and 2015?
7 Innovation 1: Pay for your purchases with your fingerprint Biometric Fingerprint Payment: A shopper can pay for purchases by placing his/her finger on a sensor that reads the fingerprint, linking it to the shopper s bank account or credit card to record the purchase. By several measures, biometric fingerprint payment is the most highly regarded of the innovations in the survey. These measures include an appeal rating of 4 of shoppers and a likelihood to use indication of 26% of shoppers. Appeal* Appeal Rating (Top 3 Box Score)* 4 26% 37% 26% 3 1 Likelihood to Use Likelihood to Use % 1 45% 2 24% 64% The difference between these two percentages is relatively narrow. This indicates that this innovation would have a strong likelihood of success in all countries. In North America the gap narrows even further to 3 and 1 for % Newness 60% % 54% 77% 7 60% 5 70% 62% 37% the US, and 37% and 26% for. Using a further measure, this innovation also took 25% of all first place votes. Biometric fingerprint payment is well received across the globe and is especially popular in the, 56% 75% % % % and (3, 2 and 2 of first place votes, respectively). The retail world is experimenting with a variety of technologies and biometric fingerprint payment provides numerous benefits both to the store and to the shopper. As security becomes more robust, shoppers will increasingly welcome the convenience of making a payment using their fingerprint. Payment in this manner will be fast and convenient. This is certainly the kind of innovation we ll see going forward. Dan Stanek, Executive Vice President, TNS Retail Forward *Shoppers rating innovation extremely or very new and different *Score of 8, 9 or 10 on a scale of 1 to 10 where 1= not at all appealing and 10= very appealing 7 New Future In Store How will shopping change between now and 2015?
8 Innovation 2: Speak to the sales assistant using the dressing room digital touch-screen Interactive Dressing Room Help: Using a digital touch-screen, a shopper in the dressing room can communicate with sales personnel 26 without having to return to the sales floor to search for help. Communicating with sales staff through a dressing room touch-screen is well liked among consumers. The concept of an interactive dressing room came a close second to biometric fingerprint payment in terms of appeal (40%) and likelihood to use (2). However, in and 40% 2 42% Appeal* 27% 37% 62% 4 24% 7% Likelihood to Use 30% 12% 52% there was a very low likelihood to use rating (7% and 12% respectively). Turning to the question of newness by which we mean how innovative this concept is it scores 57%. Perhaps this technology fails to excite because it isn t 44% 40% 22% 57% 7 6 Newness % 6 Appeal (Top 3 Box Score)* 7 42% 70% 57% 70% very different from stepping out of the dressing room and asking an assistant for help. At the same time, 7 of respondents see this as being in use in In the US,, and UK, this figure is much higher at 76%, 7, 75% and 7 respectively % 72% % 7% 4% 2% 6% 5% 6% 6% Fashion retailers typically suffer from low conversion, with fewer than of shoppers using changing rooms. Of these, many fail to purchase because they have taken in the wrong size and don t want to get dressed and undressed again in order to exchange it. Moreover, shoppers in changing rooms feel pressurised by the proximity of assistants, so the convenience and control afforded by this solution will be welcome to them. Susan Thomas, Director, TNS Worldpanel UK *Score of 8, 9 or 10 on a scale of 1 to 10 where 1= not at all appealing *Shoppers and 10= rating very innovation appealingextremely or very new and different 8 New Future In Store How will shopping change between now and 2015?
9 Innovation 3: The smart cart that lets you locate products in store, check prices and promotions, upload recipes and even checkout Smart Carts: A smart cart incorporates interactive technology via a video screen on the front of the cart, enabling customers to locate products, access shopping lists, check prices, receive promotions and coupons, and scan purchases. The technology can also provide retailers and suppliers with rich data on the shopping trip. This innovation has widespread support and is highly appealing () among shoppers globally. Like biometrics, the cart reinforces the ideal that we want shopping to become quicker and more efficient, 2 and smart tools that make life simpler for the consumer are a huge opportunity for the retailer to reach their customers at the point of purchase. The percentage of first place votes also Appeal* Likelihood to Use Newness 37% % 65% 52% 32% 35% 17% 2 57% 4 32% % 77% 74% 72% 67% 67% % 65% 62% 62% 62% 5 Appeal (Top 3 Box Score)* underlines that this is a popular innovation. The global figure was 1, although the number of respondents voting this into first place was much higher in the (2), (24%) and (2). 24% 2 17% 16% Retailers already have access to copious amounts of data, and this trend will only increase. Data that helps shoppers will always be a good thing. But for retailers, data in itself is not the key. Data will only provide true value if it provides insights that in turn drives a beneficial change within the business. Smart carts really are a major opportunity for retailers and they will become increasingly commonplace. James Sorensen, Executive Vice President, TNS Retail & Shopper *Score of 8, 9 or 10 on a scale of 1 to 10 where 1= not at all appealing and 10= very appealing *Shoppers rating innovation extremely or very new and different **Shoppers *Score indicating of 8, definitely 9 or 10 would on a use scale this of innovation 1 to 10 where 1= not at all appealing and 10= very appealing 9 New Future In Store How will shopping change between now and 2015?
10 Innovation 4: The 3D body scan that really makes sure your clothes fit 3D Body Scanning: a scan of a shopper s body will be used to make recommendations about the brands and specific clothes most likely to fit well, or to help fit custom-made clothes. 26 The 3D body scan is obviously something consumers see as being very new and different to anything else out there. The innovation scores highly with 72% of respondents thinking it is extremely or very new and different. However, it is not something consumers anticipate using 36% 3 16% 67% 45% 30% 2 44% 1 56% in the future, with the lower figure of 57% of respondents believing it will be in use by Yet with 12% of the first place votes, it does stimulate interest among consumers, especially in where this gets 2 of first place votes. Appeal* Likelihood to Use Newness 35% 34% 16% 72% 57% 7 Appeal (Top 3 Box Score)* 75% 7 72% 72% 62% 55% 52% 54% This kind of technology is already being used in a small number of exclusive outlets around the world and plays perfectly in an environment where people are increasingly willing to pay for personal solutions. While prices for scan-fitted garments are still so high the appeal may 5 60% % % be seen as a one-off novelty or treat, but once shoppers have been scanned their details can be stored allowing them to re-order without having to come back to the store at all. The potential to generate instant loyalty to that retailer as shoppers seize upon the opportunity to buy remotely with a guaranteed good fit is immense. For the fashion industry the data collected regionally about people s shapes and sizes should help inform much higher quality product development for their off the peg lines. Susan Thomas, Director, TNS Worldpanel UK 64. *Score of 8, 9 or 10 on a scale of 1 to 10 where 1= not at all appealing and 10= very appealing * Shoppers rating innovation extremely or very new and different **Shoppers indicating *Score of definitely 8, 9 or 10 would on a use scale this of innovation 1 to 10 where 1= not at all appealing and 10= very appealing 10 New Future In Store How will shopping change between now and 2015?
11 Innovation 5: Go online to tell the manufacturer about the products you want Collaborative Product Development Websites: Product developers will encourage consumers to post ideas and answer surveys online about new products and how existing products can be improved There is a feeling among consumers that collaborative product development is already in existence to some extent, with only 40% rating it as extremely or very new and different. It also received the highest scores (7) of people who think it will be in use by Although collaborative product development scores a reasonable 37% appeal rating, it has a proportionally lower likelihood to use score (17%). This shows us that although consumers like the idea, many feel it does not apply to them. Appeal* Likelihood to Use Newness Collaborative product development is already with us, so our aim here was to get a feel for how quickly shoppers believe this will become commonplace. There s nothing to stop the people who make the products we buy from involving the consumer at every stage of the creation process. Consumers will not wait to be invited by manufacturers to collaborate they will become vocal advocates of change. So R&D will actively engage the customer at a very early stage. Customer involvement will be the name of the game, and the opportunities for the future are enormous. Mary Brett Whitfield, Senior Vice President, TNS Retail Forward % 8 74% 80% 7 74% 75% 37% 17% 4 22% 3 16% 45% 36% 37% 35% 1 * Shoppers rating innovation extremely or very new and different *Score of 8, 9 or 10 on a scale of 1 to 10 where 1= not at all appealing and 10= very appealing **Shoppers *Score indicating of 8, definitely 9 or 10 would on a scale use this of innovation 1 to 10 where 1= not at all appealing and 10= very appealing 44% 3 24% 1 40% 46% 42% Appeal (Top 3 Box Score)* 4 36% 26% 5 36% 4% 6% 16% 5% 6% 7% New Future In Store How will shopping change between now and 2015? Appeal (Top 3 Box Score) Likelihood to Use
12 Innovation 6: Buying power is shopping power and it will happen online Group Buying by Consumers: Shoppers join online collaborative shopping communities to aggregate their buying power with other shoppers. 26 Group buying is a solution that seems to appeal to more experienced web users and for example, both gave it a high percentage of first place votes (15% and 1 respectively). This wasn t seen as being particularly new 36% 17% only of respondents took this view. In and, these figures drop to 1 and 1. But that doesn t prevent people from seeing this from coming into widespread use. There is a strong feeling that shoppers will soon be 77% 45% 74% 4 75% 36% 95% 1 84% 44% using the web to become more powerful consumers, with 77% believing it will be in use by This belief is even higher in (95%) and (84%). Appeal* Likelihood to Use Newness 3 30% 1 62% 40% 27% 4 22% 30% 1 37% 2 30% 1 Appeal (Top 3 Box Score)* 80% 77% 75% 74% 1 65% 5 45% 4 75% 7 35% 36% 95% 84% 80% % 1 75% % 65% 35% % 12% 7 The future of retailing will be about power to the people. The Internet has created massive transparency and consumers know this. There is nothing to stop shoppers from aggregating their buying power with other shoppers. The only questions are: across how many product categories will this extend and how widely will online shopping communities spread? We are likely to be surprised by the answers to these questions. Manufacturers distribute their products globally, so what s to stop shoppers from organising themselves on a similar global basis. The implications for manufacturers and retailers are immense, with an impact on brand equity, pricing, profitability, distribution and much more. 64. Arnaud Frade, Regional Director, TNS Retail & Shopper ALM *Score of 8, 9 or 10 on a scale of 1 to 10 where 1= not at all appealing and 10= very *Shoppers appealing rating innovation extremely or very new *Shoppers and different rating innovation extremely or very new and different **Shoppers *Score indicating of 8, 9 definitely or 10 on would a scale use of this 1 to innovation 10 where 1= not at all appealing and 10= very appealing 12 New Future In Store How will shopping change between now and 2015?
13 Innovation 7: Welcome to the networked fridge Networked Shopping: Networked devices in the home such as networked fridges will monitor what products consumers use, create shopping lists, and communicate with other devices to arrange deliveries. Do shoppers believe sophisticated capabilities like networked shopping will be widely available to them in the near future? Across all 8 countries surveyed, 54% of consumers think devices like refrigerators could be networked in this manner by This is the third-lowest score (after interactive dressing room mirror and holographic assistants) which indicates consumers do not feel technology is ready to become truly intelligent. There is often a distinct gap between the questions of appeal and likelihood to use. Across all countries, there was a score of 3 for appeal, although the percentage who saw themselves definitely using this innovation is much lower at 1. This innovation is definitely popular in, where 52% of respondents give it an appeal rating of 8 or above, although only 2 would definitely use this. The appeal was strong in and too, where the appeal ratings of 8 or above were 45% and 35% respectively Appeal* Likelihood to Use Newness 17% 27% 12% 52% 2 1 5% 35% 17% 27% 45% 25% % 54% 55% Appeal (Top 3 Box Score)* 70% 64% 62% 60% 56% % 6 62% 57% 54% 40% 52% 6% 6% 7% 4% Believe in use by % As households have increased digital capabilities, they ll have the opportunity to link seamlessly to retailers. We ll see the fully networked home much more frequently than we might think, and this will affect the way we replenish our households. As this method of replenishing the home becomes more prevalent, there will be a greater likelihood of new products failing. We ll see extensive range rationalisation 64. too. Innovation will come from new category invention and manufacturers product development processes will be very different with potentially wide-ranging implications. Pat McCann, Director, TNS Retail & Shopper *Shoppers rating innovation extremely or very new and different *Score of 8, 9 or 10 on a scale of 1 to 10 where 1= not at all appealing and 10= very appealing 13 New Future In Store How will shopping change between now and 2015?
14 Innovation 8: Welcome to your interactive dressing room mirror Interactive Dressing Room Mirror: It looks like any other mirror, but is actually a high-resolution digital screen with a camera that can relay live video and project holographic images of clothing items so customers can see how they will look in an outfit without 26 trying it on. What stands out here? really likes the idea of an interactive mirror in a store s dressing room. No less than 6 of respondents rated this innovation an 8 or above, which means shoppers give it a high appeal rating. Is there an especially strong 2 14% concern about body image in? It s an interesting finding. also likes this innovation as is evident from the 4 of respondents who ranked it at the upper end of the appeal scale. There s a gap though when it comes to Appeal* Likelihood to Use Newness 26% % 5% 32% 15% % 57% 7 6 Appeal (top 3 box score)* % % 70% 57% 70% likelihood to use. Across the eight countries surveyed, 2 scored this innovation as 8 or above for appeal, but only 14% indicated they would definitely use this innovation. The gap was most pronounced in, where 25% scored this as 8 or above, but only 5% saw themselves really using this % 72% 5 7 2% 4% 6% 5% 7% 4% 5% There were very few first place votes for this innovation. in the and, only 4% scored it as their favourite. In, only 2% said it was their favourite. Will we be able to see how we look in a set of new clothes without actually trying them on? I think we will. And I think shoppers will become accustomed to this kind of innovation. The convenience lies in the interconnectedness of having an interactive mirror. If you are looking at live video, why not have friends and family looking at a new outfit with you from distant locations? And who s to say you even need to visit the store to try clothes on? Technology is already having a major impact on the shopping experience, and this kind of capability will affect the way retailers do business both with its customers and with its suppliers. Mary Brett Whitfield, Senior Vice President, TNS Retail Forward * Score of 8, 9 or 10 on a scale of 1 to 10 where 1= not at all appealing and 10= *Shoppers very rating innovation extremely or very new and different appealing *Score of 8, 9 or 10 on a scale of 1 to 10 where 1= not at all appealing and 10= very appealing **Shoppers indicating definitely would use this innovation 14 New Future In Store How will shopping change between now and 2015?
15 Innovation 9: Activate your shopping trip remotely via your mobile device Shopping by Mobile Phone: Shoppers will use mobile devices to place orders and arrange delivery from remote locations. The number of respondents who rated this as extremely or very new and different was 46% across all eight countries. But what stands out is that there s a much higher percentage in every case that seees this kind of technology being in use by Across all eight countries, 6 see this 2 22% being in widespread use. That figure jumps to 74% for the and 7 for. Was this innovation often in first place? The answer is no. The use of a mobile device for placing orders or arranging Appeal* Likelihood to Use Newness 22% 47% 24% 17% 2 16% 4% 36% 1 1 6% 6 46% 45% 64% Appeal (Top 3 Box Score)* 4 74% % 6 47% 67% delivery won only 2% of first-place votes globally. If retailers want to put this kind of technology in place, they should take note. Are existing mobile capabilities not meeting customer expectations? Will tomorrow s mobile devices make it easier for us to shop? 56% 5 30% 67% 44% 6 5% 2% 2% As mobile phones and other mobile devices adopt increasingly sophisticated functionality, it s likely there will be significant demand for activating a shopping trip while on the move. This will work especially well for routine, basic food, beverage and household purchases, but in reality there are no limits to how widely this could be adopted. Shoppers will certainly be able to conduct a variety of transactions regardless of their location, or the time of day. Retailers will naturally want to respond to this opportunity. Pat McCann, Director, Retail & Shopper 64. *Score of 8, 9 or 10 on a scale of 1 to 10 where 1= not at all appealing and 10= very *Shoppers appealing rating innovation extremely or very new and different **Shoppers *Score indicating of 8, definitely 9 or 10 on would a scale use this of 1 innovation to 10 where 1= not at all appealing and 10= very appealing 15 New Future In Store How will shopping change between now and 2015?
16 Innovation 10: Meet the sales assistant that s a hologram Holographic Sales Assistant: Shoppers will interact with an in-store hologram that can answer questions and facilitate merchandise transactions. 26 A large percentage of shoppers (70%) rate the holographic sales assistant as extremely or very new and different. But it is also the innovation that has the fewest people (42%) believing it will be in widespread use by Consumers in the and are 2 particularly skeptical about seeing in-store holograms within this timescale (32% and 30%). This innovation gets a low appeal rating. Just 2 rated it as 8 or above, so it appears shoppers are not keen on seeing Appeal* Likelihood to Use Newness % 15% 2 1 6% 1 15% 6% 70% 42% 7 40% 77% 42% 64% Appeal (Top 3 Box Score)* % 5 holographic sales assistants in the retail environment. Presumably they d prefer good old human beings to play the role of staff. There were two notable exceptions though with 5 in and in giving this innovation a high appeal rating of 8 or above. 50% 42% 74% 7 30% 4 32% 4% 2% Technology will continue to reshape the retail interface, and the pace of change will accelerate. Shoppers can be excused for assuming hologram sales assistants would lack the human touch. But paradoxically, shoppers are frequently overwhelmed by too much choice and this technology will provide welcome reassurance and help at the point of purchase, particularly for highvalue or complex purchases. And when the shopper has acquired all the information they need, they can still speak to staff to get further assistance. Once shoppers see holograms in action, they ll like the idea of having a knowledgeable alternative to the traditional warm human being. Dan Stanek, Executive Vice President, 64. TNS Retail Forward *Score of 8, 9 or 10 on a scale of 1 to 10 where 1= not at all appealing and * 10= Shoppers very rating innovation extremely or very new and different appealing *Score of 8, 9 or 10 on a scale of 1 to 10 where 1= not at all appealing and 10= very appealing **Shoppers indicating definitely would use this innovation 16 New Future In Store How will shopping change between now and 2015?
17 Innovation 11: Join a social network site to find the hottest stores, trends and products Shopping Social Network Website: Shoppers share information about the hottest stores, designers, trends and must-have products all online. Retailers and suppliers will be able to monitor social networking sites to find out what consumers want and take early action to develop and stock those products. Nearly 80% of consumers believe that using social networks to find out the latest information about retail will be in widespread use by 2015, although a low 2 of people rate it as extremely or very new and different. This indicates that the first waves 1 of this innovation are already in existence. A likelihood to use score of and an appeal rating of 1 indicates however, that consumers are still reluctant to use social networks in this manner. This is especially true in (), (2%), Appeal* Likelihood to Use Newness 46% 26% 14% 14% 7% 5% 24% 6% 2% 30% 15% 1 5% % 76% 2 Appeal (Top 3 Box Score)* 80% 40% 82% 26% (5%), (5%) and (7%), where the ratings of likelihood to use are even lower. In, however, the appeal rating was much higher 46% of repondents gave it a score of 8 or above. 7 45% 8 25% 8 2% 6% 2% 2% 2% The Internet has already revolutionised the retail space but this will go further. Shoppers are already sharing news and views, and this trend will grow rapidly. But it won t just be a C2C conversation as retailers and suppliers will tap into what is being said. Indeed, the process will begin to resemble the mechanics of collaborative product development. Smart retailers and savvy suppliers will learn from what they hear shoppers talk about, and they ll provide more of whatever makes their customers happy. They ll learn more about the needs of consumers. This new empowerment of the public will also have a major impact on the retail world. Arnaud Frade, Regional Director, 64. TNS Retail & Shopper ALM *Score of 8, 9 or 10 on a scale of 1 to 10 where 1= not at all appealing and 10= very appealing *Shoppers rating innovation extremely or very new and different **Shoppers indicating definitely would use this innovation *Score of 8, 9 or 10 on a scale of 1 to 10 where 1= not at all appealing and 10= very appealing 17 New Future In Store How will shopping change between now and 2015?
18 Innovation 12: Walk near your favourite shops and your mobile phone will tell you about sales, products and special promotions Sales and Product Information via Mobile Phone (Based on Location): Shoppers will opt-in to networks that send them text messages about sales, products and retailers that are relevant to the shopper s current location. The least appealing innovation is marketers using mobile phones to inform shoppers about sales, products and promotions. Only 1 of shoppers globally gave this a score of 8 or more for appeal. However, shoppers seem resigned to the fact that personalized 1 16% 1 7% 5% 47% 26% 25% 16% 5% 12% 4% promotions to their mobile will be in popular use in the near future, with 76% of people assuming it will be widespread in This should be a warning sign to those marketers already experimenting with mobile marketing and/or looking for mobile marketing to solve Appeal* Likelihood to Use Newness % 76% 50% 6 Appeal (Top 3 Box Score)* 4 77% 4 80% % 72% the dilemmas of fragmented consumer and media markets. Shoppers seem not to like the idea of retailers running location-based promotions that reach a mobile phone, but they seem resigned to the inevitability of this kind of technology. 16% 7 45% 80% 37% 7 2% 2% Retailers looking to rush ahead with mobile marketing should take note, as there appears to be a lot of resistance out there. Shoppers will no doubt have greater access to mobile devices at home and in their hands, and miniaturization will bring increased functionality. But retailers should check how well existing mobile capabilities are meeting customer expectations. They need to understand consumer resistance, then find ways of ensuring tomorrow s mobile devices make it easier for us to shop. This also raises questions about invasion of privacy, but I d expect shoppers to accept more intrusive marketing techniques and strategies from retailers in future years. James Sorensen, Executive Vice President, TNS Retail & Shopper Insights *Score of 8, 9 or 10 on a scale of 1 to 10 where 1= not at all appealing and 10= very *Shoppers appealingrating innovation extremely or very new and different **Shoppers *Score indicating of 8, 9 definitely or 10 on would a scale use of this 1 to innovation 10 where 1= not at all appealing and 10= very appealing 18 New Future In Store How will shopping change between now and 2015?
19 What does this mean for retail in the future? We live in times of dramatic change the increasing impact of technology and the speed of its implementation is refocusing society and changing our values. Nowhere is this more relevant than in the retail arena. But each and every technological advance has to be filtered through the lens of the shopper and these are demanding beings. When advances such as holographic assistants and video karts were first predicted in the early nineties, shoppers were much more prepared to work with retailers. However, as an industry, we have created a generation of marketingsavvy shoppers who see such features as expected: a view amply demonstrated by this study. There is also an interesting divergence between theory and practice as consumers enthusiasm frequently does not translate into shoppers satisfaction. With so many categories in the store being shopped subconsciously for habituated purchases, retailers need to offer significant benefit in terms of convenience or value to make any new concept work in-store. At the same time, continuous over-claiming, low impact price deals and poor product development have devalued our traditional mechanics to make them meaningless. I think it likely that by 2015 price will no longer be a competitive tool: everyone will have to sell at the same low price unless they can demonstrate a palpable difference. Convenience may well be the factor that attracts the premium s successful mass retailer will sell food, food service, clothing and furnishings; retail brands will merge to become solution providers grouped under a single roof. Stores will incorporate areas of low interaction / quick process; islands of high interaction / high service; spaces for interactive Siemon Scamell-Katz Founder of TNS Magasin research for later online purchase; and service points for other providers such as airlines and health clinics using a range of the emerging technologies. In consequence, in-store layout and communication will be based on the life shapes of a store s shoppers. 19 New Future In Store How will shopping change between now and 2015?
20 Contact details Press contact: Laura Cooper International PR Manager Stuart Ridsdale Head of Global PR Client contact: Barry Lemmon Global Head of Retail & Shopper Insights 20 New Future In Store How will shopping change between now and 2015?
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Why you need Customer Flow Management About this white paper Ask anyone whether they like standing in line and the answer will almost invariably be no. So how can some establishments get away with relatively
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ESOL Customer Service Training: Unit 1 1: 1 Unit 1: Talking With Your Customer ESOL Customer Service Training: Unit 1 1: 2 What are your goals? Note to Instructor: If you have permission, use Stand Out
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