mobi google system 2 0310 nxnx msms

BOUWEN AAN DE WINKEL VAN DE TOEKOMST

PROF. GINO VAN OSSEL GINO.VANOSSEL@VLERICK.COM

source: British Retail Consortium / KPMG – Dec. 13 (growth is vs. year ago)

growth non-food

online

+19.2%

growth non-food

retail

+1.8%

online share of

retail

+18.6%

source: British Retail Consortium / KPMG – Dec. 13 (growth is vs. year ago)

growth non-food

online

+19.2%

growth non-food

retail

+1.8%

online share of

retail

+18.6%

growth John Lewis

online

+22.6%

AGENDA

1. omni-channel

2. physical stores: why?

3. physical stores: where?

4. formats: a couple of cases

5. conclusion

OMNI-CHANNEL

omni- channel

cross- channel

multi- channel

mono- channel

THE CONNECTED STORE

benefits of offline:

experience, service & advice

merchandise in stock

trust

enriched with the internet…

free wifi, screens, tablets,..

website, webshop, app…

… & the benefits of online:

access to info, reviews & ratings

order in-store & at home

choice

source: British Retail Consortium / KPMG – Dec. 13 (growth is vs. year ago)

growth non-food

online

+19.2%

online share of sales John Lewis ‘13

> 28%

growth John Lewis

online

+22.6%

growth John Lewis

click & collect

+62%

TOP 10 BIGGEST ONLINE RETAILERS 2013 (EUR)

source: Internet Retailer

AGENDA

1. omni-channel

2. physical stores: why?

3. physical stores: where?

4. formats: a couple of cases

5. conclusion

WHY?

sales

WHY?

consumer electronics

15

“We are seeing about 34% of (pick-up) visits translating into additional sales in shop and that number is growing

exponentially at the moment.

It’s typically or increasingly for purchases that the customer didn’t think they would make. So it is quite

out with whatever they were going to collect.”

WHY?

sales

logistics

in-store pick-up

in-store returns

WHY?

sales

logistics awareness

WHY?

sales

logistics

service & advice

awareness

“After having looked up information online, I often have the feeling that I know more about a product than the sales associate.”

source: “Retail in Belgium,” InSites/Vlerick, 2012 (n = 165)

0 20 40 60 80 100

9 10 37 24 20

totally disagree disagree neutral agree totally agree

from selling to helping to buy…

WHY?

sales

logistics

service & advice

awareness

brand image

WHY?

sales

logistics

service & advice

awareness

brand image

showroom

37

one size doesn’t fit all

% of purchases without visit to showroom

DNA context

AGENDA

1. omni-channel

2. physical stores: why?

3. physical stores: where?

4. formats: a couple of cases

5. conclusion

n = 387 gemeenten (96% van het totaal)

IMPACT OF SIZE OF SHOPPING AREA

source: Rabobank – evolution 2009 - 2011

SOURCE OF SALES EVOLUTION (RESIDENTS VS. NON-RESIDENTS)

source: Rabobank – evolution 2009 - 2011

51

INPLANTING DIEST

23.000

INPLANTING DIEST

23.000

76.000

98.000

IMPACT OF SIZE OF SHOPPING AREA

source: Rabobank – evolution 2009 - 2011

Diest = 20.000 m2

Hasselt = 85.000 m2

Leuven = 81.000 m2

INPLANTING DIEST

23.000

18.000

44.000

29.000

76.000

98.000

% koopvlucht

12,8% 48,9% 27,3%

% koopattractie

INPLANTING DIEST

INPLANTING DIEST

50,6% 93,2% 62,1% totaal

koopattractie - Diest

koopattractie - Hasselt

centrum inwoners grootte (m2)

periodieke (%)

periodieke (m2)

Hasselt 76.000 85.000 70% 60.000

Leuven 98.000 81.000 66% 53.000

Diest 23.000 21.000 56% 12.000

VERGELIJKING HASSELT & DIEST

Hasselt: n = 153 Diest: n = 75

fun shopping: “the winner takes it all”

RUN SHOPPING: EFFICIENCY RULES

AGENDA

1. omni-channel

2. physical stores: why?

3. physical stores: where?

4. formats: a couple of cases

5. conclusion

FORMATS: A COUPLE OF CASES

sales

logistics

service & advice

awareness

brand image

showroom

which functions?

AGENDA

1. omni-channel

2. physical stores: why?

3. physical stores: where?

4. formats: a couple of cases

5. conclusion

‘Dit boek biedt een stevig conceptueel kader én heel concrete handvatten! Een echte must voor al wie begaan is met de toekomst van retail!’

Wouter Torfs, CEO Schoenen Torfs

‘Eindelijk een boek waarin niet de techniek maar de klant centraal staat. Gino beschrijft duidelijk, prikkelend en uitdagend hoe retailers hiermee moeten omgaan. “Verplicht stellen voor alle medewerkers in de retail”, zou ik zeggen.’

Rob Berns, CEO Kwantum

20%

24%

80%

76%

female

male

no yes

“do you shop online?” (US teens)

source: PiperJaffray / PEW Research

spring 2013

78%

75%

22%

25%

female

male

in stores online

“do you prefer to shop online or in stores?”

(US teens)

source: PiperJaffray / PEW Research

spring 2013

CONCLUSION

sales

logistics

service & advice

awareness

brand image

showroom

where, which functions &

how many?

“I’ve failed over and over, and that is why I succeed”

CONCLUSION

84

Prof. Gino Van Ossel

Retail management

E-commerce & omni-channel

Shopper & trade marketing

Channel management

gino.vanossel@vlerick.com

@ginovanossel