EXECUTIVE SUMMARY

Antwerp, April 25th 2013

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KEY TAKE AWAYS FOR RETAILERS

NOW: The future of Retailing is now. Tesco has 5000 people working actively on the IT side of the future Tesco retailing model. If your e-business strategy is not rock solid clear, you are late.

MARKETPLACES: E-commerce Marketplaces launches proliferate everywhere. See Coolblue’s 254 webshops accessible in one single e-commerce website and Mastercard’s launch in April of its Belgian marketplace initiative for US webshops.

OMNI CHANNEL: Single, Multi, Cross or Omni channel strategies? If you can’t follow the buzz jargon, remember just this: stop thinking multi-channel, and start acting omni-channel.

TOUCHPOINTS: Retail marketing is about maximising “touch points” with consumers. An average telecom customer has 7 touchpoints with competitors before finally buying a product. According to Hinssen it is often even 10,4 times.

BIG DATA: not just for the e-commerce superpowers like Amazon. Local retail chains must look into this too. Because you need a 360° understanding of your shoppers, which requires integration of data, processes, systems and people.

THE NEW MARKETING: For e-commerce, logistics is the marketing of tomorrow, because mastering the value chain end-to-end means success, look at Amazon.

Sources and inspirations from presentations during the 2013 RetailDetail congress

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KEY TAKE AWAYS

FOR RETAILERS

NPS: The one & only KPI that really matters in E-commerce (Net Score Promoter), which is the % of brand promoters minus the % of brand detractors. A high NPS means high value creation as it makes customers really stick. Calculate your NPS score!

“The Network Always Wins”: With markets becoming networks, why should you allow anyone in the market to take the lead? Is your business model really build to last?

FAILURE RECIPE: OO + NT = EOO. An Old Organisation with a New Technology = Expensive Old Organisation!

SCALE OR DIE? Size does matter but not at all cost: Zalando’s ambitions are to surpass Zara and H&M, but Zalando is still loss making in 2013. So what’s your business model for profitable growth?

Sources and inspirations from presentations during the 2013 RetailDetail congress

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KEY TAKE AWAYS

FOR BRANDED MANUFACTURERS

TOUCH SCREEN GENERATION: Brands need social media to survive the digitalisation of a fast growing chunk of consumers: the “touch screen generation” consumers

VUCA: Brand strategies need maximum agility in a “VUCA” world (Volatility, Uncertainty, Complexity and Ambiguity)

KLOUT: New times ahead means new KPIs: What is your Klout score? And are measuring the Klout scores of your brands?

BIG DATA: The problem is not information overload. The problem is to use the right filters!

EBITDA: Like it or not, there is a straight correlation between your Ebitda and your achieved level of Customer Satisfaction

Sources and inspirations from presentations during the 2013 RetailDetail congress

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KEY TAKE AWAYS

FOR ALL OF US

NIKE is becoming an “INFORMATION” company (new shoes have an embedded GPS system enabling detailed profiling of owners)

TELENET is becoming a “CONVERSATIONS” company (not just a bandwidth provider)

GOOGLE is becoming an “ENABLING” company (why are driverless cars being rolled out in the US not invented by car manufacturers but by Google?)

What kind of company are you becoming ?

Sources and inspirations from presentations during the 2013 RetailDetail congress

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KEY TAKE AWAYS

FOR ALL OF US

Wait !

Before you go, I wanted to share some really cool stuff seen at this RetailDetail Congress

Watch by yourself a selection of the best slides shown during the RetailDetail 2013 Congress

Sources and inspirations from presentations during the 2013 RetailDetail congress

As our world gets digital and interconnected…

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FOR MORE INFORMATION OR TO SOUNDBOARD

ABOUT YOUR OWN STRATEGY & CHALLENGES:

Sources: Presenters at Retail Detail 2013 including: Patrick Vincent, CCO Telenet – Peter Hinssen, Futurologist - Stefaan Le Clair, Berenike - Bob Van Ierland, TNT PostNL – Pieter Zwart , CEO Coolblue - Wouter Torfs, CEO Torfs Schoenen - Wim Boesmans, GfK

Erwin De Spiegeleire covers over 20 years in the Consumer Goods & Retail industry, of which 15 in General management and Marketing and the last 7 in Strategy, M&A and Operational Excellence consulting. With deep experience in leading change & transformational programs impacting businesses in a sustainable manner, Erwin has successfully engaged with clients at C-level, and conducted multi-site business transformation programs mainly in the FMCG sector, covering Europe, North America and Asia Pacific. Contact : erwin.despiegeleire@papilium.com +32 497 4000 46