#oowBR - E-Commerce Trends and Retail Customer Case Studies, Isaac Pessanha - Oracle Retail

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E-Commerce Trends and Retail Customer Case Studies

Isaac PessanhaPrincipal Sales ConsultantOracle Retail Global Business UnitJune 30, 2016

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AgendaPesquisa global Oracle Retail The Power and The MoneyJohn Lewis Click & Collect case study Oracle Retail Omni-Channel solutions1234

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THE POWER

THE MONEYAND

retail today defined by

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6Pesquisa anual realizada com 13.250 consumidores em Austrlia, Brasil, China, Frana, Alemanha, Itlia, ndia, Japo, Mxico, Rssia, Reino Unido e EUA

Copyright 2016, Oracle and/or its affiliates. All rights reserved. |7Millennials possuem a Fora eles definem as tendncias

Os Boomers possuem o Dinheiro eles so o motor econmico

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TENDNCIAS

SERVIOS

FIDELIDADE

EXPERIENCIA

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MILLENIAL COMPRA ONLINE E RETIRA NA LOJA PESQUISA ON-LINE, COMPRA NA LOJA PESQUISA NA LOJA, COMPRA ONLINE CHECAR DISPONIBILIDADE ANTES DE IR A LOJA MOTIVADOS POR COMUNIDADE E EVENTOS

BOOMERCOMPRA NA LOJA, ENTREGA EM CASA COMPRA ONLINE E RETIRA NA LOJACOMPRA VIA CELULARCHECAR DISPONIBILIDADE ANTES DA IDA A LOJAMOTIVADOS POR RECOMPENSASPrincipais tendncias em ascenso

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MVEL95.5% millennials68.4% boomersVerificam informaes sobre o produto no dispositivo mvel

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MILLENNIALS36.8% comprou no celular este ano

38% comprar no prximo ano

32% crescimento

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MVELdesejam melhores servios mveis

36.3%31.7%36.7%desejam uma experincia fludadesejam poder "scannear" e pagar na loja com o celular

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BOOMERS4.8% comprou no celular este ano

7.3% comprar no prximo ano

+34% crescimento

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LOJA54% millennials71% boomersPreferem comprar produtos na loja e lev-los para casa

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LOJA42 % millennials34 % boomerspesquisam online, mas compram na loja

15% e 47% respectivamentepesquisam na loja e compram online

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LOJA

Os que visitam a lojas uma vez por semana32% uma vez por semana

25% vrias vezes por semana

Os que compram online visitam com menor frequncia17% uma vez por semana

13% vrias vezes por semana

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Millennials gostam da LOJAS201552%compram na loja, pelo menos uma vez por semana201662.2%

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SERVIOS54% desejam tecnologia para melhorar a sua experincia individual30% aceitam pagar mais por um experincia fluda28% desejam servios mveis melhores

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31,7% dos boomers: tecnologia deve apoiar o servio na loja

SERVIOS26% millennials29% boomersno acreditam que funcionrios da loja sabem o suficiente para serv-los

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SERVIOS

abandonaram uma compra na loja devido falta de informaes23%millennials23%boomersSentem necessidade de informao

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SERVIOS42% desejam encontrar detalhes de procedncia online 33% desejam entender como o produto feito 48% acreditam que esta informao deve estar disponvel para todos os produtos

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COMPARTILHAR30% da gerao do milnio e 16% dos boomers aceitam compartilhar feedback e ideias

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COMUNIDADE27% desejam juntar-se a uma comunidade26% desejam servios de acordo com interesses especficos

Boomeers importam-se menos

Copyright 2016, Oracle and/or its affiliates. All rights reserved. |John Lewis Click & Collect case study

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Copyright 2016, Oracle and/or its affiliates. All rights reserved. |30 department Stores+ 9 John Lewis HomeWaitrose supermarketsWaitrose convenience storesAbout John Lewis

252553639Source: John Lewis 9.5bn gross sales

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John Lewis reported a 4.8% increase in like-for-like sales in the five weeks up to 27 December. With a 62% increase in click-and-collect orders the year prior, according to Bloomberg, its likely the service played a significant part.John Lewis: 62% increase in click-and-collect orders

Copyright 2016, Oracle and/or its affiliates. All rights reserved. |John Lewis - Click & Collect Total sales at John Lewis for the five weeks to December 27th were a record 777m, up 5.8 % on the same period of the year before.

But the growth was driven entirely by a 19 % surge in online sales compared with Christmas 2013, while sales in shops remained level with last year.

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John Lewis Online Revenue Reached 36%Click & Collect (56% of total) now surpasses Home DeliveryChristmas 2014: Total Sales +4.8%; Stores 0%, E-comm +19%Christmas 2013: E-comm +22%Omnichannel shoppers spend more than single-channel

Copyright 2016, Oracle and/or its affiliates. All rights reserved. |Omni-Channel Solutions 29

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