connected consumers - retail summit 2016

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Connected consumers

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Page 1: Connected Consumers - Retail Summit 2016

Connectedconsumers

Page 2: Connected Consumers - Retail Summit 2016

hii’m Tom

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@gizmax#retailsummitcz

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head of digitalresearch

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market research

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why i’m here?

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the current state ofe-commerce

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studies e-commerce for APEKnielsen global connected commerce

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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

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have used a smartphone or tabletto purchase

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

29%

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mobile is no longer only opportunity, but a necessity

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if you don’t believe the numbers,believe photos

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2008

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2013

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so how it looks today?

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

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once it was simplesingle channel

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

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

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omni-channelis the newretail reality

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

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retail must change that did not end as music industry

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is e-commerce friend or foe?

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showroomingtried by 52% Czechs

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webrooming luxury categories, expensive electronics and furniture

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we discovered the trend of cross-border e-commerce

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

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what about Czechsand payments in e-commerce?

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Bank transfer

Cash on delivery

Card

At the store

Digital payment system 4 %

10 %

25 %

28 %

28 %

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why not card?security and uncertainty

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

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

+

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but what is the greatest value?

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customer no matter in what channel

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the future is amazing ...

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@gizmaxTomas Pflanzer