10. WD is a customer experience expert for global food and retail brands.
Our mission is to deliver innovative solutions that will drive
and shape the future of retail.
46 years 10 offices worldwide 350+ people
11. What We Do
insights & strategy design & brand digital services
operations engineering architecture & engineering program management
12. Thought Leadership
Wiring the Customer Experience
How Consumers Are Embracing
Fast-Emerging Digital Technologies
Retail's Next Generation
How Millennials Will
Change Shopping
The New Killer App: Stores
You Have Stores, Use Them!
The Continuum of Cool
How Successful Brands Stay
Relevant Crossing the Generations
Supermarket Showdown
Leaders and Laggards in the
Battle for Consumer Preferences
in Physical and Digital Grocery
Experiences
The Fundamentals
of Aisle Attraction
Increasing Center-Store Traffic
How In-Aisle Merchandising Attracts
35. Number 9 retailer
in the US
2nd fastest growth retailer
of the top 50 in the US
Source: Stores.org, 2013 Top 100 Retailers
36. Over the past year:
180 million
customers, bought
3.5 billion items
Source: WIRED Magazine, The Only Thing Amazon Has to Fear Is Amazon Itself
37. Over the past year:
$75+ billion sales
in 2013
Source: The New York Times
38. Over the past year:
Added about
25,000 employees
Source: WIRED Magazine, The Only Thing Amazon Has to Fear Is Amazon Itself
39. Over the past year:
Built several new
warehouses across
US & world
Source: WIRED Magazine, The Only Thing Amazon Has to Fear Is Amazon Itself
40. Over the past year:
Hired 75,000+
part-timers for the
holiday season
Source: The Wallstreet Journal
41. Over the past year:
Integrated with
Proctor & Gamble
Source: The Wallstreet Journal, October 2013
42. Over the past year:
Sunday delivery
with USPS
Source: The New York Times, November 2013
43. Over the past year:
Planning a new
3.3 million-sq-ft
headquarters
Source: WIRED Magazine, The Only Thing Amazon Has to Fear Is Amazon Itself
44. Over the past year:
Near downtown Seattle, with biospheres
Source: WIRED Magazine, The Only Thing Amazon Has to Fear Is Amazon Itself
45.
46.
47. sales
Amazon has
reached a point
where they surf
a feedback loop
of dominance.
Source: WIRED Magazine, The Only Thing Amazon Has to Fear Is Amazon Itself
48. sales
profit
Amazon has
reached a point
where they surf
a feedback loop
of dominance.
Source: WIRED Magazine, The Only Thing Amazon Has to Fear Is Amazon Itself
50. Amazon has
reached a point
where they surf
a feedback loop
of dominance.
sales
profitexpansion
investment
Source: WIRED Magazine, The Only Thing Amazon Has to Fear Is Amazon Itself
51. Source: fool.com, How Long Can Amazon.com Defy Gravity?
2005 2006 2007 2008 2009 2010 2011 2012
0%
10%
20%
30% 29.66%
29.34%
27.15%
4.19%
0.99%
Apple Profit Margin
Microsoft Corporation Profit Margin
Google Profit Margin
Wal-Mart Stores Profit Margin
Amazon.com Profit Margin
40%
52. The very concept of online
shopping has become
synonymous with Amazon.
Source: WIRED Magazine, The Only Thing Amazon Has to Fear Is Amazon Itself
55. 2013 Brand Equity poll:
Measured brand familiarity,
quality perception and how likely
consumers will buy
Polled more than 38,000
US residents
Source: WIRED Magazine, The Only Thing Amazon Has to Fear Is Amazon Itself
56. The results put Amazon on top:
Achieved the highest overall score
in the survey’s 25-year history
Source: WIRED Magazine, The Only Thing Amazon Has to Fear Is Amazon Itself
57. The results put Amazon on top:
More than half said Amazon was
the first site they went to when
shopping online
Source: WIRED Magazine, The Only Thing Amazon Has to Fear Is Amazon Itself
58. The results put Amazon on top:
Nearly half said they were likely to
have orders delivered to Amazon
branded lockers
Source: WIRED Magazine, The Only Thing Amazon Has to Fear Is Amazon Itself
59. 2/3 among younger respondents
Source: WIRED Magazine, The Only Thing Amazon Has to Fear Is Amazon Itself
60. Amazon topped the
Harris Interactive
poll for companies
that Americans
trusted most.
Source: WIRED Magazine, The Only Thing Amazon Has to Fear Is Amazon Itself
61. AMAZON ISN’T A COMPANY
YOU WANT TO HUG; IT’S
A COMPANY THAT DOES
EXACTLY WHAT IT SAYS IT
WILL DO–EVERY TIME.
Source: WIRED Magazine, The Only Thing Amazon Has to Fear Is Amazon Itself
62. Since shopping has
changed so much...
Source: WIRED Magazine, The Only Thing Amazon Has to Fear Is Amazon Itself
66. Surveyed 1,700 consumers using a
nationally syndicated panel
Seven in-depth focus groups with
three generations of shoppers:
Millennials, Gen-X and Boomer
Quantitative & qualitative
shopper research
69. store strengths
vs. online strengths
This study isolates twelve experience
attributes of shopping online vs.
in-store as defined by consumers
and redefined by us.
97. 69%
53%
No. 1 in-store feature No. 1 online feature
Rated reviews as very/
extremely influential
for purchase
Touch & feelOnline
recom
Rated touch and feel as
very/extremely influential
for purchase
98. Touch & feel
Instant ownership
Excl. products/bargains
Reviews
Price comparison
Experience
Unlimited options
With friends
Ideas & inspiration
One-click shopping
Associates
Suggestive selling
69%
68%
57%
53%
48%
46%
36%
34%
32%
31%
24%
20%
Influence on purchase rankings
In-store features are in orange. Online features are in blue. Shared features are in gray.
99.
100. well, i don’t find anything exciting
about shopping online. I just do it
because i like to comparison shop. I like
to find the best price, but it’s really
not thrilling or exciting. it is very
informative though. i like that part.
– gen-x shopper
106. I like the convenience of online
shopping; you don’t have to get
dressed. you don’t have to be
social. i can still have my crazy
kids running around and get just
what i need while i’m multi-tasking.
– millennial female
107.
108. You feel powerful. you feel like you
can get anything you want. you feel
like you can get any brand at any
time. when you’re shopping in store,
you feel like you have to settle for
that brand because they don’t have
anything else.
– millennial male
111. Millennials are more
comfortable with mobile
shopping overall.
More than 3x more likely
to buy than Boomers.
Source: 2012 WD Partners study, Wiring the Customer Experience
112. Millennials are more
comfortable with mobile
shopping overall.
More likely than a Boomer
or Gen-Xer to have made a
purchase on Amazon.
Source: 2012 WD Partners study, Wiring the Customer Experience
113. Millennials are more
comfortable with mobile
shopping overall.
2x more likely as Boomers
to make purchases on
Amazon 2-3 times a month.
Source: 2012 WD Partners study, Wiring the Customer Experience
114.
115. the vastness of just everything
is right at your fingertips. you
can look at macy’s. you can look at
walmart. you can look at target. you
can look at amazon. you can look at
all your stores at once.
– millennial female
116. 70%
Millenial Gen-X Boomer
64%
68%
60%
54%
45%
Ranking online customer
reviews as most appealing
Ranking online customer
reviews as influential for
purchase
Millennials value peer reviews and seek
information from trusted sources before
making purchases.
Price comparison Unlimited options
Online reviews &
recommendations
117.
118. sometimes getting things in the
mail is like christmas or
something, it is exciting waiting
for things to arrive at your
door when you could go to the
store and get it.
– millennial female
123. Instant ownership
Touch & feel
Exclusive products & bargains
Shopping with friends
Inspiration & ideas
Associates
79%
75%
65%
42%
40%
31%
68%
69%
57%
34%
32%
24%
Ideas & inspiration
Exclusive products
& bargains
ship Shopping with friends
Store associates
Appeal
Influence
on purchase
ship Shopping with friends
Store associates
Ideas & inspiration
Exclusive products
& bargains
Instant ownership
Touch & feel
Shopping with friends
Store associates
Store experience
Instant ownership
Touch & feel
Shopping with friends
Store associates
Store experience
124.
125. I try to avoid stores
because the customer
service is so bad.
– gen-x male
126.
127. in the past, store associates
were knowledgeable about things
but i think that’s gone away.
most of the time you go into
a store and they don’t know
anything about anything.
– boomer female
130. Customer service,
customer focused 86%
Factors that consumers consider
of high importance when choosing
small businesses
Source: Web.com and Toluna, Consumer and Small Business Perception Survey, Sep 10, 2013
131. Customer service,
customer focused
Personal, intimate,
human, face-to-face86%
84%
Factors that consumers consider
of high importance when choosing
small businesses
Source: Web.com and Toluna, Consumer and Small Business Perception Survey, Sep 10, 2013
165. Source: businessinsider.com, 7 Retailers That Are Closing A Ton Of Stores
Barnes & Noble
226
To close between
2011-2021
To close by
end of 2015
Closed in
2013 Closed in
2012 and 2013
To close
by 2015
To close between
2014 - 2019
To close by
May 2014
225
200
185
180 175
33
Staples GameStop The Gap Aeropostale JCPennyAbercrombie & Fitch
0
50
100
150
200
250
Hundreds of Retail Stores Are Closing
US Retail Store Closings
