Internet Retailing Conference 2014 – Simon Belsham, Managing Director at Tesco Grocery, Home Shopping
On Tuesday October 14th, Christine de largy, Head of Retail and Lesiure and Managing Director here at Impact Executives attended the 2014 Internet retailing Conference.
Simon Belsham, Managing Director at Tesco Grocery, Home shopping spoke on the day about what he has found true of the industry, mentioning that there are huge opportunities to do more to enhance a business’s brand but you could be forgiven for thinking the internet is a commodities force where prices sink to the lowest.
Deliveries are a key frustration. Fulfilment is still one of the hardest things for retailers to get right. Customers demand a better service, and businesses like shuttle, uber, hailo, collect+, hello fresh are new models helping to improve service.
It’s important to identify the customer’s mission and the best way to deliver in response. Dot com gives stores a new lease on life, a community centre, a fulfilment hub, to browse and inspire.
Here are some key take outs:
- 35% of online customers self-collect and retailers expect that figure to rise 75% in the next three years. This means there is a need to extend pick up points to deliver more convenience to the customer e.g. tube stations, possibly local schools.
- The customers’ ability to switch retailer and tell everyone ‘why’ is exploding exponentially. This means providing a seamless experience that meets the customers’ expectations is crucial.
- Times have changed – Browsing online and adding items to an existing order then paying with digital wallet in store and having their receipt emailed to them as they leave the store is all possible now.
- Delivery staff that enter customers’ homes need to be Service Superstars. They provide a lasting impression of the brand, so one needs to train them and look after them.
- User experience on apps will be a key differentiator in the future through ease of use and enhanced experience.
- All require new skills, leadership, and strategic delivery. Have to think differently, like offices in London not Hertfordshire.
- Legacy technology is the biggest problem. If one had made huge investment a few years ago may be regretting it now.
- Technology like my store to navigate the store and inform special offers.
- Delivery to be more convenient and innovative.
Overall a great and informative speech where the key take out was certainly that the future of retail is to give the customer what they want, when the want it and now, there really is no real excuse not to.
About Impact Executives Ltd Impact Executives is a leading interim management provider to organisations of every size in the UK and globally. Originally formed as a specialist practice within PA Consulting Group, over the past 25 years Impact Executives has helped over 2000 companies, including more than two-thirds of the FTSE 250 – find the very best executive interim management talent. Clients choose to work in partnership with Impact Executives because of our proven ability to offer clients immediate solutions to improve their organisation’s performance.
With offices covering the UK, continental Europe, Nordics, Asia Pacific and Australia, Impact Executives is part of the global services consultancy Harvey Nash Group plc, giving clients and interim managers the confidence that we have the resources, expertise and focus to deliver results – fast.
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