Pascal Clausse. Vice President Global Retail Amer Sports. Shopping experience: evolution ou Revolution?

Transcription

1 Pascal Clausse Vice President Global Retail Amer Sports Shopping experience: evolution ou Revolution?

2 History of the shopping experience Retail 1.0 Retail 2.0 Retail 3.0 SUPPLYERS RETAILERS CONSUMERS

3 Digital has changed consumer behaviour MORE CHOICE MORE AND MORE DEMANDING MORE VOLATILE GREATER EXPERTISE INCREASED INFLUENCE ON OWN COMMUNITY INFLUENCED BY VERTICAL COMMUNITIES

4 The Consumer Revolution: the digitally empowered consumer expects to interact with Corporations in multiple new ways, often simultaneously: - engaging in a discussion with brand owners - providing feedback directly on products & services - sharing their views directly with other consumers - expecting personalized treatment based on individual needs - expecting instant attention to questions, concerns & interests.

5 Seamless Shopping experience

6 Omni-channel: Anytime, Anywhere, Anyhow Source: PWC: Multi-channel buying behaviour

7 The omni-channel consumer Omni-channel consumers: omni-channel shoppers are spending x2 more than mono-channel shoppers.

8 Omni-channel Retailing: Integration on-line & off-line

9 e-commerce growth everywhere Cliquez pour modifier les styles du texte du masque

10 USA Mix by channel in sport industry First Time the On-line Channel beat any other channel: E-Com represents 25% of the sporting goods distribution in USA

11 Traditional retailers under pressure

12 New Retail generation

13 Box Park, East London

14 Customization: Nike id

15 Customization: Nike id

16 Nike: digital store concept

17 Nike: digital store concept

18 Nike: digital store concept

19 Nike: Factory Outlets USA

20 Digital in-store: adiverse adidas virtual wall

21 The Teamlab hanger: adidas Source Les Marchands

22 Reebok cafe,tokyo

23 Pro direct: digital store (test in London)

24 Pro direct: digital store concept

25 Pro direct: digital store concept

26 Pro direct: digital store concept

27 Pro direct: digital store concept

28 Pro direct: digital store concept

29 Burberry

30 Burberry

31 Customization: Converse

32 Customization: Timberland

33 No more fitting rooms? Augmented reality at John Levis Interactive fitting room

34 Payment Mobile check-outs

35 Web to store: adidas Cliquez pour modifier les styles du texte du masque Source Les Marchands

36 Store to web Source Les Marchands

37 New concept & format: Marks & Spencer Source Les Marchands

38 Physical virtual stores: Tesco

39 Physical virtual stores: Tesco in tube station

40 QR codes: John Lewis QR codes to download videos, catalogs & buy eg John Lewis launched a virtual shopping wall in a shop window to buy its 30 best sellers via QR codes

41 Diesel Cross-channel strategy Diesel

42 Facebook.boutique (f.commerce)

43 You Tique (YouTube boutique) French connection

44 New concept & format: smaller but bigger Click & collect

45 Peugeot RCZ Cross-channel strategy

46 Pure players need stores: eg ebay

47 Pure players need stores: eg ebay

48 Pure players need stores:eg Bonobos

49 So what: Commerce transformation

50 Recap Retail Consumers are gaining power 2. Traditional retailers will loosen their grip 3. Manufacturers will strike back 4. Consumers will be armed 5. Omni-channels will converge 6. Digital natives will be less forgiving 7. On-line goldrush will gain momentum 8. Personnalization is the key to consumer buy-in 9. Service will be the main differentiator 10. Retail space will be less about sales and more about showcasing

51 A new shopping experience Cliquez pour modifier les styles du texte du masque Source Les Marchands

52 Commerce transformation: The end of physical store? not at all: store has become just one component of a seamless shopping experience that integrates the physical, on-line & mobile elements that touch the consumer. Retail is story telling: need to tell both history & innovation, it is a conversation needs to provide emotional Experience: connect emotionally not transactionally only. Include Community space in the store. But 1/3 of stores will disappear in the next 5 years

53 Commerce transformation: The future role of the stores Source: Deloitte s store 3.0 survey

54 Commerce transformation:

55 Mobility will play a bigger role Cliquez pour modifier les styles du texte du masque

56 Brand stores Parner stores Factory Outlets E-Commerce Mobile shopping.. From Multi-channel to Omni-channel Front-office Back-office Key role of IT: accurate real time & central data base across channels Supply transformation: more products delivered at home, return management, in-store pick up Need to reinvent new business models & drive change

57 New Retail imperative: strong management of digital assets Cliquez pour modifier les styles du texte du masque

58 The 360 Shopping Experience

59 Change management: The challenge: speed of change! it is all about people! Nordstrom CEO

60 Retail 3.0 in the sport industry???

61 Pascal Clausse