Mobile Retail Master Class March 15, 2011 David J Smith – Managing Director
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Mobile Retail Master Class
March 15, 2011
David J Smith – Managing Director
IMRG Members
The e-retail market position
• The majority of British adults now shop online:51%
• 82.5% of Britons have internet access
• 15% of internet users access via mobile devices
Source: BPS IMRG Report April 2010
2010 summary
0
5
10
15
20
25
Percentage increase year on year
Forecast 13%
Forecast growth Q4 16%
Actual 23%
2010
-5
0
5
10
15
20
25
30
Q1 Q2 Q3 Q4
Total Market
Multichannel
Online Only
Total Market (excluding travel
% Quarterly Year on Year Growth in IMRG Capgemini E-
Retail Sales Index
Predictions for 2011 – What’s in store?
2010
£58.8bn
2011
£69bn
2011
Forecast
Growth
18%
2011
0
5
10
15
20
25
Forecast 18%
Forecast growth 18%
2011
0
5
10
15
20
25
Forecast 18%
Forecast growth 18%
2011
0
5
10
15
20
25
Forecast 18%
Forecast growth 18%
The changing consumer
It’s a cross-channel world
The changing consumer
The changing consumer
Consumer behaviour is rapidly changing
• 48% of all consumers now own a smart phone*
*eCustomerServiceIndex results January 2011**Social Media Benchmark January 2011***Online Christmas activity December 2010
Consumer behaviour is rapidly changing
• 48% of all consumers now own a smart phone*
• 31.79% of smart phone owners have used their phone to shop online for products*
*eCustomerServiceIndex results January 2011**Social Media Benchmark January 2011***Online Christmas activity December 2010
Consumer behaviour is rapidly changing
• 48% of all consumers now own a smart phone*
• 31.79% of smart phone owners have used their phone to shop online for products*
• 43.06% of smart device owners have used their phone to research products before purchase*
*eCustomerServiceIndex results January 2011**Social Media Benchmark January 2011***Online Christmas activity December 2010
Consumer behaviour is rapidly changing
• 48% of all consumers now own a smart phone*
• 31.79% of smart phone owners have used their phone to shop online for products*
• 43.06% of smart device owners have used their phone to research products before purchase*
• Consumer’s increasingly using social media to interact with brands; Topshop are now actively engaged with well over 1 million customers via Facebook alone**
*eCustomerServiceIndex results January 2011**Social Media Benchmark January 2011***Online Christmas activity December 2010
Consumer behaviour is rapidly changing
• 48% of all consumers now own a smart phone*
• 31.79% of smart phone owners have used their phone to shop online for products*
• 43.06% of smart device owners have used their phone to research products before purchase*
• Consumer’s increasingly using social media to interact with brands; Topshop are now actively engaged with well over 1 million customers via Facebook alone**
• Consumers are already using their smart phones on the high street to give feedback, check stock levels and compare prices across retailers*
*eCustomerServiceIndex results January 2011**Social Media Benchmark January 2011***Online Christmas activity December 2010
Consumer behaviour is rapidly changing
• 48% of all consumers now own a smart phone*
• 31.79% of smart phone owners have used their phone to shop online for products*
• 43.06% of smart device owners have used their phone to research products before purchase*
• Consumer’s increasingly using social media to interact with brands; Topshop are now actively engaged with well over 1 million customers via Facebook alone**
• Consumers are already using their smart phones on the high street to give feedback, check stock levels and compare prices across retailers*
• Internet use over Christmas had increased by 15% in just two short years***
*eCustomerServiceIndex results January 2011**Social Media Benchmark January 2011***Online Christmas activity December 2010
Satisfaction across the customer journeySatisfied
Dissatisfied
eRetailBenchmark
mCommerceBenchmark
HomepageSearch
(Keyword)Search
(Navigation) Product pages
Shopping Basket Purchase Delivery
Best and worst practice across the mobile customer journey
Satisfied
Dissatisfied
Thank [email protected]
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