2 Confidential 2017: The Year of Retail Transformation 50% decline in mall visits between 2010 & 2013 3,500 store closings as of April 2017 89,000 jobs lost since Oct 2016
Loyalty to local stores 1800s – 1960s Growth of the shopping center 1970s – 1990s Advent of the mega-store 1990s E-commerce evolution 2000s Experience Era NOW 3 Confidential
Losing customers has never been easier. Consumers continuously evaluate providers and have become nonstop customers. The tangible result is a growing ‘switching economy’ that accounts for an estimated $6.2 trillion in revenue opportunity. 4 Confidential
We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better. JEFF BEZOS 5 Confidential
Our team looks at data every day, but it wasn’t until we had Clicktale that we could actually go in and see the experience from the customer’s perspective. Not only have our major KPIs such as conversions increased, but we’ve noticed that customer satisfaction has increased as well. 10 Confidential