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The Joy of Shopping: It’s All in the Mind - FITCH

The Joy of Shopping: It’s All in the Mind - FITCH

Acc-18/01 Understanding Grocery Shopper Values Sets Gold Standard for Customer Experience Across Industries, Says PwC US PwC’s “Experience Radar” Defines Five Behaviors Industry Leaders Can Learn from Grocers to Drive Exceptional Customer Experience NEW YORK, NY, December 19, 2012 – No experience happens as often, grabs share of wallet, and stimulates the senses more than grocery shopping, finds PwC US in a new report titled Experience Radar 2013: Lessons from the U.S. Grocery Industry. The study, which is one in a series of customer-centric reports, measures the experiences of about 6,000 U.S. consumers across multiple industries. Facing commoditization, grocery has turned to experience to grow their top lines and maintain margins, according to the report. “Today’s shopper has specific expectations and retailers must be ready to cater to the widest range of consumer preference and demands,” said Susan McPartlin, PwC’s U.S. retail & consumer sector leader. The report defines the five behaviors that companies can adopt to enhance customer experience and create value: PwC’s Experience Radar

Acc-18/01 consumer shopper types Weekly Digital Digest - Performics Highlighted below are some of this week’s emerging trends and insights. As trends emerge and change, you will see that the topics covered each week may also vary. United States Performics Authored New Kid on the Block: JellyJelly is a newly launched social app that was created by the co-founder of Twitter, Biz Stone. Channel Insights Social Study: Consumers engage with retailers’ Facebook pages more than brands’ websitesNine-in-10 consumers say how much they spend is impacted by their social media engagement with a brand.89% of those who interact with a retailer online through any social media outlet say that the interaction has an impact on their purchase.Women are twice as likely as men to be influenced by Pinterest; YouTube influences twice as many men as women.Nearly all (96%) of consumers expect retailers to inform them of new products. Mobile Search Thanks for your time! Planning & Strategy Team

Asos booming sales The most important shopper marketing trends to watch Whether on our phones, tablets, or in-store, our fundamental shopping and buying needs, expectations, and behaviors have changed. Historically, digital marketing efforts to actively engage shopping and buying behavior have largely been focused on driving online sales or in-store traffic. However, there is an increasing opportunity to reach and engage shoppers while in-store to drive sales with digital shopper marketing. What exactly is shopper marketing? Wikipedia defines it as "understanding how one's target consumers behave as shoppers, in different channels and formats, and leveraging this intelligence to the benefit of all stakeholders, defined as brands, consumers, retailers and shoppers." While shopping behavior increasingly starts online, it often still ends in the store. Mobile Rather than deliver a coupon at the register when a person is ready to leave the store, wouldn't it be more effective to deliver a relevant offer to that person while in-store? In-store signage

Acc-18/01 About Omnico | Omnico Group - Complete Customer Experience Omnico has a rich heritage in retail and entertainment – expertise we are using to drive innovation and transform the customer experience by putting customers at the centre of our solutions. We get under the skin of retail and apply our knowledge and experience to design retail-hardened technologies and support services that reflect customer demands and meet the evolving needs of omni channel retailers. What makes us different? At omnico, we take a holistic view of our clients’ challenges and address them with a complete solution, encompassing point of service hardware and software, built to transform your customers’ journey making it one they will never forget. Find out more about our solutions. As you’d expect, we underpin our products with best-in-class service, encompassing, installation, training, hosting, support and maintenance for a truly turn-key project.

Men's fashion: Online suits you sir The men’s fashion market is enjoying strong growth thanks to online channels and better brand marketing. Ecommerce is helping to drive a boom in the men’s fashion market, with one third of men shopping online for clothes, new research shows. The UK menswear market has grown by 12 per cent in the past five years and is worth £10.4bn, according to the study by Mintel. The market research group believes the market will maintain this growth and rise by 11 per cent between 2012 and 2017. Tamara Sender, senior clothing analyst at Mintel, says that although men are under-serviced with fashion options compared to women, numerous brands have identified “considerable growth potential” in the men’s sector. “There has been a tendency for fashion retailers to focus on women’s clothing simply because women have been the biggest fashion buyers,” she says. Digital platforms are contributing to the rise in menswear sales, the research shows. The frontline Fergus PattersonManaging director UK and IrelandGant

Asos credits e-commerce innovation as sales soar Asos posted a big jump in sales over Christmas and says its commitment to e-commerce innovation helped to attract consumers increasingly heading online to buy clothes. Sales for the four months to the end of December were up 38 per cent to £335.7m. In the UK, its biggest market, sales increased 37 per cent to £133.7m, while sales growth was particularly strong in Europe, up 69 per cent. Active customers, described as those that have made a purchase in the past year, rose 41 per cent to 7.9m. Asos CEO Nick Robertson credits “significant improvements” to its customer experience for the sales boost. Asos offers features such as “Follow My Parcel”, which lets customers track their purchases in real time. It has also upped its marketing investment in recent months to support rapid growth, focusing in particular on digital, including pay per click and affiliate marketing, as well as country-specific campaigns.

Online Grocery Retailing is Tricky Business Author: Joost W. van der Laan, RetailEconomics This article will: Prevent you from going bankruptDemonstrate Internet opportunities for traditional retailersShow cost/profit modeling for effective e-business planning My motivation for this article is the analysis of commercially successful and commercially failing online grocery retailers. I have experience as wholesale supplier of two well managed but failing online grocery businesses. Management Summary Success of online grocery shopping depends on market potential and distribution costs. These key issues are interdependent. It is the ultimate challenge to develop an exception to this rule and the solution to this dilemma. Niche marketing: focus on a small, affluent and service oriented consumer groupFocus on margin rich products, that sell well on the internetFocus on information distribution These three solutions should be combined into a powerful Internet strategy, that should be executed in an excellent way. Example 1: Trust.

Experience retailing – adding value to the customer journey ‘Experience retailing’ isn’t a new phenomenon, it’s been around for decades, but the stakes have been raised and now for retailers to stay ahead of the game they must deliver an all encompassing in-store experience that adds value to the customer journey. IBM recently reported that consumers are increasingly purchasing through multiple retail channels and mass adoption of ‘showrooming’ – where shoppers price check and buy online while in-store – mean that retailers have to try that little bit harder to drive engagement in their physical space. The secret of retail success today is a cohesive multichannel approach, which includes a clearly defined role for a bricks and mortar retail environment. It’s no longer enough to stock shelves with goods at competitive prices and expect customers to make their way onto the High Street and through your door. A fantastic example is G Plan’s ‘sit test’. Education & Engagement Also consider how to educate a shopper about the brand, product or service.

Gone in 6 minutes: average queuing time UK shoppers are willing to wait Omnico study finds that 5 minutes 54 seconds is the average queue time tolerated by shoppers before they ‘abandon basket’ Queue-busting mobile point of sale technologies can alleviate problem, says Omnico Omnico Infographic 01 August 2013 – On average Brits will wait just under six minutes in a shop queue before they walk out. These results come from research of 1,344 UK consumers to find out how patient people in Britain are when it comes to queuing in store. Amongst major towns and cities in the UK, the least patient is Plymouth, with locals only willing to wait an average of 4 minutes 55 seconds before leaving the store. Only 19% of people said that they would never abandon their basket regardless of how long they’d been waiting in a queue. On average younger people queue for longer periods of time than older people, with shoppers aged 16-24 willing to wait for up to 6 minutes 9 seconds, whilst shoppers aged 55+ are only prepared to wait for 5 minutes 46 seconds.