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Peter Fitzgerald
Industry Leader, Retail Google UK/EIRE
Darwin’s Guide to Shopping
Makers of Teflon and other scientific miracles, what was their first bright spark?
Cutlery? Golf clubs? Gunpowder? Glass blowing plant?
Cutlery? Golf clubs? Gunpowder? Glass blowing plant?
Founder Eleuthere du Pont saw a need for gunpowder in the US whilst fleeing the French Revolution
Video game kings, Nintendo were around before the computer. Selling what?
Plumbing equipment? Gourmet mushrooms? TV antennas? Playing Cards?
Plumbing equipment? Gourmet mushrooms? TV antennas?
Playing Cards?
Founded in 1889 to make handmade “Hanafuda”
cards
Leading mobile phone brand, what were they up to in the wired‐phone era?
Toys? Rubber boots? Furniture? Ceramics?
Toys? Rubber boots? Furniture? Ceramics?
Nokia started as a pulp mill in 1865, then made rubber hence the
boots
11
‘If we want things to stay as they are, things will have to change’
Giuseppe di Lampedusa
Google Confidential and Proprietary
Evolution of the Shopper
13
Google Confidential and Proprietary
64% of UK adults used the internet to find information about goods and services in the past 3 months (Eurostat)
Google Confidential and Proprietary
70% of UK web users will make at least one purchase online in 2009
(Emarketer)
£31bn spent in the UK online Jan through Aug 2009(IMRG CapGemini)
Google Confidential and Proprietary
50% of UK internet users in the past three months have researched a product online and purchased in-store
17% of Argos sales to year end Feb 2009 came through their Click and Reserve Service
Google Confidential and Proprietary
Always On
Google Confidential and Proprietary
Christmas Day
Boxing Day
£102m spent online on Christmas day
ShopSavvy™: Making smarter decisions
Internet not real life...huh?
20
1,000 UK Retailers Went Under last year
22
Stores
Pure Plays
Catalogues
26
Google Confidential and Proprietary
28
Cash Only
We take
Google Confidential and Proprietary
WHERE ARE WE HEADING
Let the consumer win
31
2X more spend from Multi-channel customers
(Best Buy, John Lewis)
38% collecting in store buy
51% start on website, 18% web
33
Moving from data-rich to data-driven
new tools and techniques
enhanced targeting
get the most from data
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
maxi dress
Interest over time100
80
60
40
20
37
Agility
38Real Time Insights
40
Efficiency
Give me the right results when I searchboys socks
Before After
20% reduction in bounce rate
7% increase in conversion rate
TOP TIPSTOP TIPS
Check quality of results
Make site search visible
Allow customers to sort results
Lay out search results clearly
42
Pace
+7% Conversion
Google Confidential and Proprietary
“Big will not beat small anymore –
it will be the fast beating the slow”- Rupert Murdoch
Google Confidential and Proprietary
Reassure me
1.8% increase in conversion
TOP TIPSTOP TIPS
Be open about cancellations/returns
Offer transparency on price
Clarify what happens after purchase
Offer security
Google Confidential and Proprietary
Appendix