dave chang : the future of retail + shopper marketing
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the future of retail + shopper marketing dave chang | coo – livingsocial malaysia
world’s 2nd largest social commerce site 65 million members in 22 countries
2.7 million members 150 staff double digit retail growth
what shoppers really want the retail flywheel
price selecAon convenience + cs
reach channel
customers
suppliers
retail 1.0 birth of modern retail 1900 -‐ 1961
retail 2.0 age of hypermarkets 1962 – 1994
retail 3.0 e-‐commerce era 1995 – modern day
amazon’s triple threat value proposiAon
top 5 retailers
amazon
price advantage price index vs amazon
assortment advantage number of skus / category
customer experience american cs index 2011
105
100
113 316 76
2125 86
5-‐13% lower prices 700% more selecAon 13% higher scores
retail 4.0 omni-‐channel retailing 2020 +
adapAve merchandising borderless storefront dynamic pricing on-‐demand delivery
retail 4.0 omni-‐channel retailing 2020 +
price selecAon convenience + cs
adaptive merchandising
sturgeon’s law
‘ninety percent of everything is crap’ -‐ theodore sturgeon
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55% of time spent with e-retail occurred on a mobile device
-‐ comscore, 10.01.2013
4.5 billion check-ins from 40 million users
borderless storefront
33%
31% visited store before purchase
34% used online channels before purchase
51% used addiAonal online resources before purchase
online only offline only 33%
convergence in the consumer decision journey
dynamic pricing
on-demand delivery
same day delivery holy grail of e-‐commerce
0%
20%
40%
60%
80%
100%
0 1 2 3 4 5 6 7 8 9 10 11 12
opAmally located shipping locaAons
% orders serviced
1 day ground
2 day ground
3 day ground
takeaways new competencies same objecAves
leverage data to gain efficiency deliver channel agnosAc experiences one integrated supply chain
takeaways new competencies same objecAves
price selecAon convenience + cs
thank you [email protected] [email protected] linkedin.com/in/davidqchang