connected consumers - retail summit 2016

Connectedconsumers

hii’m Tom

@gizmax#retailsummitcz

head of digitalresearch

market research

why i’m here?

the current state ofe-commerce

studies e-commerce for APEKnielsen global connected commerce

Nielsen Admosphere, TNS Aisa, N=500, 15+, internet population

2011 2012 2013 1/2014 8/2014

33% 37%47% 51%

63% 66%71%

4%

13%

28%31%

35%40%

2015 1/2016

penetration of mobile devices in Czech Republic

have used a smartphone or tabletto purchase

use mobile device for price comparison at least occasionally when purchasing in store

29%

mobile is no longer only opportunity, but a necessity

if you don’t believe the numbers,believe photos

2008

2013

so how it looks today?

shoppers today no longer simply go to the nearest store they grab the nearest digital device

once it was simplesingle channel

channels operate separately, the customer does not have a seamless shopping experiencemulti channel

thanks to technology customer purchases, anywhere, anytime and from any device

omni-channelis the newretail reality

…to deliver a seamless experience across all channels and all devices

retail must change that did not end as music industry

is e-commerce friend or foe?

showroomingtried by 52% Czechs

webrooming luxury categories, expensive electronics and furniture

we discovered the trend of cross-border e-commerce

global customer bought in the foreign e-shop. looking for authentic foreign brands and a wider range of products

what about Czechsand payments in e-commerce?

Bank transfer

Cash on delivery

Card

At the store

Digital payment system 4 %

10 %

25 %

28 %

28 %

why not card?security and uncertainty

barriers of e-commerceprefer to be able to examine the products complications in complaint and refund

—

motivators of e-commerceconvenience, price, time saving,range of products, product reviews,tools (cart, shopping lists)

+

but what is the greatest value?

customer no matter in what channel

the future is amazing ...

@gizmaxTomas Pflanzer