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Хельга Троленберг-Бухольц (Helga Trölenberg-Buchholz)профессиональный консультант по вопросам ДТ, Германия
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High speed and non-predictable customer behaivior in mail order retail and e-commerceHelga Trölenberg-BuchholzGermany
Three points to discuss
• The customer today• The future of mail order and e-
commerce• And now?
Consumerstoday
InformationValue
ExperienceServiceRespect
On and off
Again and again
Cross-channel expectations
Do welland talk about
> 600 Mio. Facebook user80 different countries
0 Euro for a Spanish version
... as well as...
LOHAS - Lifestyle of health and sustainability
LOHAS now
LOHAS in future
Source: Zukunftsinstitut GmbH
CarMobility
TVInformation
Entertainment
RefrigeratorConvenience
Storage
SupermarketShopping
Traditional familyWealth
Mass consumption
Yesterday
CarMobility
TVInformation
Entertainment
RefrigeratorConvenience
Storage
SupermarketShopping
Traditional familyWealth
Mass consumption
Yesterday
MobilityMix
CommunitiesProsumer
media
Sustainable cookinghealth enjoyment
Convenience
Third placesCommunication
Patchwork societyLife value
Mass sophistication
Tomorrow
Source: Zukunftsinstitut GmbH
5 years3 0
Future ofmail order and
e-commerce
Personal datafor
personal service
100 % more conversion
Source: Whitepaper Wie Nutzer-generierte Inhalte den Online-Umsatz steigern, 2011
BusinessIntelligence
for everybody
Channel
Customer
TimePrice
Product
And now?
Common senseTrust
Behind the curtainPersonalisation
Test yourself
Thank you!
Helga Trölenberg-BuchholzMail order and e-commerce consultancyThurower Str. 1aD – 19217 Groß MolzahnGermany
Telefon: +49 (0) 38875 – 229807Mobil: +49 (0) 170 – 738 8910
E-Mail: [email protected]
