The digital retail model - customer expectations

#digitalretail @SagittariusMktg

digital growth acceleration.


customer maturity model.

digital growth acceleration.


great expectations.


Source: PwC Total Retail Survey

ability to check store or online stock quickly

46%

multi-channel is a given.


socialmedia

online

physicalstore

customer

mobile

big data

CRM

ethos.pathos.logos.


consumer digital ecosphere.

commerce

contentcommunity

Mary Meeker, internet trends 2014


personalisation.


22%less bounce

rate

7%more holiday

searches

32%more hotel page

views

107%increase in

facebook likes

120%increase in customer

feedback

55%more conversions to

booking process


personalisation.


big data.


transparency and real time.


consistent experience.



60%

40%

50%

30%

20%

10%

2010 2011 2012 2013 2014

the year of mobile first?

apps or mobile sites?


14% of all baskets 23% of all revenue


an ‘always on’ 24/7experience.#digitalretail @SagittariusMktg

two-way engagement.


two-way engagement.


2

the digital retail model.


integrated technology, platforms and systems to provide seamless transaction service to

anyone, anywhere

4a customer-focussed organisation, instead of a channel-focussed

organisation

1customer analytics

for easy, convenient, personalised

transaction experiences

3supply chain optimisation

enabling transactions anywhere

brand or retailer?


top tips. omni-channel have a story personalise be consistent mobile first always on two-way engagement #digitalretail @SagittariusMktg


thank you. Paul Stephen [email protected]

Technology

The digital retail model - customer expectations