Get access to The Transformation of Retail slide deck, presented by RedSeed CEO & Founder, Anya Anderson at the 2016 Fit For Business Breakfast in Melbourne.

1. The
transformation
of retail.
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2. 9% of all
retail sales
will be online
by 2018.
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3. redseed.com
No more
pure-play.
EXAMPLE: canada goose

4. No more
pure-play.
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EXAMPLE: amazon books

5. 90% of our
purchases
are made
in-store.
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6. “I want to touch
it, I want to
smell it, I want
to pick it up.”
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7. redseed.com
+ + +

8. What are the
customer’s
expectations
in-store?
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9. 60% believe
customer
service will
be the top
differentiator.
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10. Maximising satisfaction with customer journeys
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Increase customer
satisfaction by:
20%
Can lift revenue
by up to:
15%
Lower the cost of
serving customers by:
20%
MCKINSEY AND COMPANY

11. Loyal customers are:
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5x as likely to repurchase
TEMKIN GROUP
5x as likely to forgive
7x as likely to try a new offering
4x as likely to refer ! ! !
" " " " " " "
ȶ ȶ ȶ ȶ ȶ
# # # # #
!

12. 68%
of customers are willing to spend more
with a company they believe provides
excellent customer service.
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AMERICAN EXPRESS/EBIQUITY – GLOBAL CUSTOMER SERVICE BAROMETER, 2014

13. Increase in
customer retention
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LEADING ON THE EDGE OF CHAOS, EMMET MURPHY AND MARK MURPHY
2%
10%
= Decreasing
costs by

14. Increase in sales
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12%==