eCommerce and New Retail

China eCommerce trend

• Ecommerce shopping festivals

• Consumption upgrade

• Online and offline integration

• End customer is more demanding

• Digital payment

• Marketing vs media platform vs community

Hong Kong customers expectation

• Waiving of shipping/ Delivery Fee• Convenience to shop anytime and anywhere• Special discounts• Online payments are more secure• Ability to purchase overseas• Simpler return/ refund process• Better customer support• Availability of product tracking information• Accurate delivery time estimate• Overnight shipping• Ability to buy limited edition products

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We are proven

growth and

transformation accelerators

born from retail

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Dubai office opening 2018Since 2009

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Sydney &Melbourne

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Shanghai & Guangzhou

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Transforming Customer Experience In The World’s Leading Ecommerce Markets

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The benefits of working with us

[Full service] offering -from business case to trading optimisation

[reducing your risk]

A [strategic] and [actionable]

roadmap

[Customer Service] is ready to go

[On the ground]and proven operators

We will [guide] you through the [cultural,

consumer and trading] nuances

[Local experts]to guide you though

the process

C

[All channel support] to ensure a genuine omnichannel

approach

We do [strategy] and

[implementation]

8

4

2

5

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Order Fulfillment Strategy Online and Offline alignment –Pricing, Services, Visuals

Above-standard and unique Customer Experience

Data-driven Channel Selection/ Positioning and Digital Marketing

Strategy

Data Driven Product Range Selection w/ hero products and

Price Segments

Key points to bring home

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Key consideration?

Technology or customer?

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What is the moment of truth?

The moment of truth is the most important part of the customer journey.

It is the precise moment when customers have a need, intent or question they want answered e.g.

What kind of…

Where can I…

Best price for…

Where is the nearest…

To “win” this moment from the customer you need your product or business to provide the answers to the questions above.

When and how do you win it?

Winning the moment of truth

An example of a moment of truth

I am walking on the street and see a billboard for an e-reader, it’s a great advertisement and it makes me consider buying my mother an e-reader for Christmas.

This is the awareness stage.

I know a product exists and I’m thinking about purchasing it, but I’m yet to take any action towards purchase.

The moment of truth is what happens next, and it often happens with a simple search.

4 New Moments – Fulfilled by Multichannel

When smartphones are in everyone’s pocket, customers expect brands to deliver immediate answers and fulfill 4 NewMoments that decisions are made and preferences are shaped.

Fortunately, these moments can be fulfilled bymultichannel/ eCommerce.

Source: Think with Google

Importance of Multichannel

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Digital is fundamental to the entire business and the entire shopping experience, in and out of the store. As this new reality begins to have a greater impact, retailers should change dramatically the way they think, measure, and invest in digital and address their customers’ digital needs and wants.

The positive impact to store traffic, conversion, order size, and loyalty is clear and retailers have a tremendous opportunity to harness the power of digital:

Source: The New Digital Divide by Deloitte. Digital

Positive Impact of Multichannel

Traffic

Deloitte survey indicates that 84 percent of shoppers used some type of digital device for shopping-related activities before or during their most recent store trip.

Order Size

Retailers’ digital offerings can persuade customers to spend more. In fact, shoppers who bought more – while using digital – said they spent 25 percent more than what they had originally budgeted.

16Source: The New Digital Divide by Deloitte. Digital

Positive Impact of Multichannel (cont’d)

Conversion rates

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Source: The New Digital Divide by Deloitte. Digital

Positive Impact of Multichannel (cont’d)

Loyalty

18Source: The New Digital Divide by Deloitte. Digital

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