InternetRetailing - ABCOMM - webinar on IRUK500

COPYRIGHT ianjindal.com and InternetRetailing.net 21 January, 2015

Lessons from the IRUK500

Highlights on international trade, delivery and social

WEBINAR


InternetRetailing@etail | www.internetretailing.net @ianjindal | www.ianjindal.com

Magazine – 10k hAp://internetretailing.net/issues/ hAp://internetretailing.net/

“The Board-‐level conversaKon in mulKchannel retail”

COPYRIGHT ianjindal.com and InternetRetailing.net 23 September, 2014

AgendaThe UK Market Top500 Cross-border Social Delivery


The UK MarketDeveloped, savvy

COPYRIGHT ianjindal.com and InternetRetailing.net

21 January, 2015

Mobile, mobile everywhere European Smartphone users (%)

2013 MobiLens research

30~50% mobile

65% mobile growth

82% tablet

59% HNWI

70% - Facebook

Twitter - 80%

80% tri-screen


Customers…

•  Visit stores less – but spend more when they do (BRC/Springboard Footfall – September 2014)

•  Customers’ use of mobile – 48% shop via mobile in bed; 11% on the toilet; 70% check their phones when they wake up (http://etail.li/6c0d7 )

•  Mobile is the ‘remote control for your business’ – they want to drive choice, service, operations

•  Key areas for competition are:•  Mobile•  In-store•  Delivery (in its many shapes)•  International


21 January, 2015

The IRUK500What do we mean by “top”?


IRUK – The Top 500

Launched at InternetRetailing Expo 2014

The 2014 Footprint Report

190,000 UK Retail Business

5,600 ‘long’ list

1800

511

•  UK Businesses•  Our readers•  Suggestions, walking

malls, high streets•  Research on

turnover, reach, stores, eCommerce, search volume…

hAp://internetretailing.net/iruk/


Launched at InternetRetailing Expo 2014

The 2014 Footprint Report

hAp://internetretailing.net/issues/top-‐500-‐footprint/

Amazon, Apple, Argos, Asda, B&Q, Boots, Carphone, Warehouse, Debenhams, Dixons Retail, Google Play, Homebase, House of Fraser, IKEA, John Lewis, Marks & Spencer, New Look, Next, Sainsbury’s, Screwfix, Shop Direct, Sports Direct, Tesco, Travis Perkins, Waitrose Acer, Adidas Group, All Saints, Ann Summers, AO.com, ASOS, Aurum Group, BHS, Boden, Body Shop, The, Book Depository, Bosch, Burberry, BuyItDirect, CarpetRight, Chain ReacKon Cycles Clarks, Co-‐operaKve Group Costco, Dabs.com, Dell, DFS, Direct Wines Group Dunelm Mill, Dyson, Ebay, eBuyer, Edinburgh Woollen Mill Estee Lauder, Euro Car Parts, Evans Cycles, Fat Face, Findel, French ConnecKon Furniture Village, Game, GAP, Go Outdoors, H&M, Halfords, Harrods, HewleA Packard, Holland & BarreA, Home Bargains (T.J. Morris) Ideal Shopping Direct, JD Sports, JD Williams, Kurt Geiger, Lakeland, Lastminute.com, Laura Ashley, LEGO, Lloyds Pharmacy, Lush, M&M Direct, MajesKc Wine, Makro, Maplin Electronics Matalan, Misco, Miss Selfridge, Monsoon Accessorize Morrisons, Mothercare, Net-‐A-‐Porter Group Ocado, Office Shoes, OpKcal Express, Pets At Home, Phones 4U, Photobox Group Plumbase, Post Office, QVC, Ralph Lauren, Range, The, Richer Sounds, River Island, Rowlands Pharmacy Samsung, Schuh, Selfridges, Signet, Sony, Specsavers, SpoKfy, Superdrug, SuperGroup, Ted Baker, Thomas Cook, Thorntons, TK Maxx, Topps Tiles, Toys R Us, TUI Travel, Waterstone’s Booksellers WH Smith, White Company, The Wiggle, Wilkinson, Zara

Top 500 Footprint


Sizing the IRUK500

Size

Revenues:£42bn ~ £0.5million

Traffic Rank:1st to 116,000th

Stores:1 to 11,500

eCommerce:£4.2bn ~ £0.5million

Search400,000 : 1


Performance Dimensions

0 Footprint

1 Strategy

2 Customer

3 Operations

4 Product

5 Brand

6 Channel

1.  Strategy – in particular the ability to anticipate and respond to change, setting market direction

2.  Customer – service, interface, design, loyalty and brand perception

3.  Operations and Logistics – responsiveness, speed, reliability and reach in delivery for the customer

4.  Products and Merchandising – product range, availability, presentation and selling approach

5.  Brand and engagement – social presence and interaction, sentiment and brand perception, customer service and interaction

6.  Channel – growth, availability and interoperation of touchpoints – online, mobile and store.





International and Cross-border

UK trading activity


Active international trading

•  International trade is £13bn – rising to £45bn in 2020 (Google/OC&Chttp://internetretailing.net/2014/09/uk-ecommerce-export-market-could-treble-in-size-to-45bn-by-2020-report/

•  UK exports more to Europe than the rest of Europe combined! 228,000 etailers, according to UKTI

•  For the UK Top50…•  38 deliver worldwide (£11.70 average delivery charge, average delivery time 11.7 days)•  European delivery is an average of £7.50 and delivery in 6.5 days

•  Information sources:

•  Google research https://www.thinkwithgoogle.com/intl/en-gb/research-study/10-export-maps-for-british-businesses/•  IMRG - http://www.imrg.org/index.php?catalog=1247


OVERVIEW

SEARCH, YOUTUBE AND DISPLAY

MOBILE

SOCIAL

MORE FACTS

SEASONALITY CALENDAR

GERMANYTARGETING GERMANY EXPORTING OPPORTUNITIES

January February March April May June July

Augu

st

Sep

tem

ber

O

ctob

er

Nov

ember

December

DE

Winter Spring

Summer

A

utumn

Winter Sale Winter Sale Easter Easter Pentecost Pentecost Summer Sale S

ummer Sa

le

Okt

ober

fest

O

ktob

erfe

st

1

All S

aints’

Day 6 St. Nicholas Day

1 New Year’s Day 14 Valentine’s Day CeBIT* bauma* Corpus Christi Corpus Christi Summer Holidays

Summer H

oliday

s

B

ack

to S

choo

l

A

utum

n Br

eak

Christmas Markets

Carnival

Ascension Day*

G

amescom

*

IF

A*

3 D

ay o

f Ger

man

Uni

ty

24–26 Christmas

Mother’s Day

IAA

*

I

AA*

31 New Year’s Eve

drupa*

Buc

hmes

se*

Winter Holidays

1 May Day

[1]

*Ascension – Also Father’s Day*bauma – Engineering Vehicles and Tools Fair, Munich*Buchmesse – International Book Fair, Frankfurt*CeBIT – International Computer Expo, Hanover*drupa – Print Media Fair, Düsseldorf*Gamescom – Interactive Games and Entertainment Fair, Cologne*IAA – International Motor Show, Hanover *IFA – Consumer Electronics and Home Appliances Trade Show, Berlin

SOURCES:[1] CIA: The World Factbook, April 2012[2] Connected Consumer Study, 2014[3] Consumer Barometer, 2013[4] Google Internal Data, 2012 [5] YouTube Global Audience Study, 2013

[6] Google Internal Data, 2012[7] Our Mobile Planet, 2013[8] eMarketer, 2013[9] Google Internal Data, 2012 [10] Connected Consumer Study, 2014

[11] Google Internal Data, 2012 [12] The World Factbook, 2013 [13] OC&C Global Retail E-mpire report, 2013 [14] Fortune, 2013

Population Demographic Profile Online Usage Online Shopping

Web Searches YouTube Reach Video Advertising Google Display Network Reach

Smartphone Penetration Mobile Internet Users Mobile Purchases

Population Frequency Engagement Usage

Export with Google

81.3million [1]

62%of the population uses

the Internet daily [2]

64%buy things online [2]

60%of purchasers who

used a search engine to do research before

purchasing [3]

48%of online population [4]

67%say that being able

to skip ads increases the enjoyment of the

content on YouTube [5]

50% of people are using

a smartphone [10]

74%of all smartphone users

are daily online with their device [10]

38%purchase online on their smartphone [10]

42%are social

network users [8]

64%check their social network accounts

several times a day [9]

51%of people read blogs and online reviews at least once a month [10]

50%of mobile surfers

list social networks as their favourite online activity [11]

Retail

Travel

Local

B2B

Tech

Automobile

Moveable feasts: dates change each year

Bank holiday

$1.5 trillion exported. Germany is the largest exporter in Europe [12]

48% of retailers offer an English version of their website [13]

29 of Fortune Global 500 companies are headquartered in Germany [14]

90% [6]

49%male

51%female


Delivery


Delivery promise is a key aspect of selling


Delivery promise is a key aspect of selling

Customers •  46% abandon due to delivery concerns (IMRG)

•  50% looks for delivery data when they start to shop

•  80% want progress updates aler purchase (SMS and Email -‐ 89% preference)

Retailers •  72% -‐ next day •  44% -‐ click and collect •  18% -‐ 6pm for next day •  Sunday delivery – House of Fraser, ASOS, Amazon, Selfridges, Fortnum & Mason


Collection – beyond store and home

Amazon lockers in malls Collect+ Kiala convenience stores


Pureplays become physical:ParcelPod, Collect+, Westfield and ASOS

http://internetretailing.net/2014/06/local-letterbox-strikes-logistics-partnership-ahead-of-launch/


Digital is in-store

Kalverstraadt, Amsterdam John Lewis - StyleMe


Need maintenance and staff support…

12 June 2014 Out of order. Paper sign. In English.


IRUK 500Delivery performance

Free Standard De livery

18%

Pa id Standard De livery

82%Study inc luded the largest 100 subset of the IRUK 500.

26%

74%

A Quarter of Stud ied Reta ilers O ffer

C o llect+ Returns

Study inc luded the largest 100 subset of the IRUK 500.

44% of Top500

reta ilers offer c lick and

co llect


21 January, 2015


Social and Mobile

Integral to multichannel


Social presence: IRUK500


Apps

No A p p331

A dvanc e d93

B as ic76

A p p169

M O B I L E A P P S S T I L L R A R E

Mo b i le a p ps are st i l l rare , ev en a mong To p500 c om p an ies . O f the 169 re ta i lers w ith

o f f ering o f T o p500 re ta i lers .


21 January, 2015


Social media and social retailing… #tweetailers

•  Average mentions – 1,676 (low zero, high 42,000)

•  Average tweets made – 138 (low is zero, high was 13,000 (Tesco) )

•  Average replies to those tweets – 74 (Tesco 10,727, Sainsbury 4456)

•  Average retweets of those tweets – 1,972 (Mossbros on 293,968!)


Brand and Engagement – IRUK2015

•  Report published at the end of January 2015

•  Available via www.internetretailing.net/iruk

•  Free in digital form to retailers

Distributed with InternetRetailing Magazine, Issue 50

A Performance Dimension Report as part of IRUK2015 InternetRetailing’s Top500 UK Retailers, 2015

Bra

nd &

Eng

agem

ent:

Janu

ary

2015

In partnership with our Knowledge Partner


Considerations for international

More than just


International

1.  Language and locale – a platform that can handle both languages and the country (eg German is the language, but the locale could be Germany, Austria, Switzerland…)

2.  SEO – be found in the country in which you trade.

3.  Local payment options – in the Netherlands you need to accept “Ideal” (http://www.ideal.nl/en/) while in Germany it’s direct bank transfer (http://ecommercenews.eu/the-most-common-payment-methods-in-europe/)

4.  Delivery – consider whether to ship from one location (and consolidate stock) or risk splitting stock by country

5.  Returns – delivery is easy, but how can customers return? Especially if there’s no store.

6.  Customer service – not only in the local language, but consider the local accent too. Zalando say a major improvement in satisfaction from using local accents (InternetRetailing Conference, 2014)


More information

eDelivery.net and eDeliveryExpo.com


Insight, inspiration, information

eDelivery – Magazine, online, Linkedinwww.edelivery.net @edeliverynet

eDeliveryExpo.com – 25/6 March, 2015www.edeliveryexpo.com @edeliveryexpo


AgendaThe UK Market Top500 Cross-border Social Delivery

TITLE


Thank you – Muito obrigado!

•  @ianjindal

•  www.internetretailing.net •  www.internetretailingawards.com •  www.internetretailingconference.net•  @etail

•  www.edelivery.net•  @edeliverynet

•  www.internetretailingexpo.com •  @etailexpo and @edeliveryexpo