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#ICSCEurope Creating the Right Customer Experience And Driving Value to the Shopping Centre 15 October 2014 Radisson Blu Hotel Lietuva, Vilnius, Lithuania

Transcript of Creating the Right Customer Experience And Driving Value ... › uploads › event_presentations ›...

Page 1: Creating the Right Customer Experience And Driving Value ... › uploads › event_presentations › John_Godfre… · bad boy bagels j labby shoes tokyo harry $1 optometry wag tanning

#ICSCEurope

Creating the Right Customer ExperienceAnd Driving Value to the Shopping Centre

15 October 2014Radisson Blu Hotel Lietuva, Vilnius, Lithuania

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ICSC Baltic States Retail Real Estate Conference #ICSCEurope

Darwin Was Right: the Evolution of Shopping Centre Exeprience

Creating the ideal tenant mix to maximise rental an capitol values

Understanding shopper behaviour through data

John GodfreyDirector of Sales, Path Intelligence

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Darwin was right

Path Intelligence 2014

The Evolution of Shopping Centre Experience

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The Shopper has changed

The Retailer is changing 

The Owner must change

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The Shopper has changed

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FOLLOW THE MONEY

Independent Amazon and PayPal account holder (WGSH),seeking fun experiences

How do those that pay your bill, pay theirs?

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One visits the men’s fashion department, three more concessions, spends 45m in the food court, visits two more concessions, and leaves three hours later. 

Dwell 182m.

Four friends with a day to spend.

Dwell 261m

One looks at a tablet, leaves immediately & buys online.

Dwell 16m.

Three meet in a restaurant and leave without shopping. 

Dwell 27m.

Two come back later and visit four fashion concessions before spending 30m in a coffee (book) shop. 

Dwell 78m.

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The Retailer is changing 

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…has spent more than a million dollars… to accommodate Alex and Ani'spractical and aesthetic specifications.

The investment has paid off. "People who have never been to our stores are coming in because we carry this brand," says John Anderson, the Paper Store's vice president.

And the Alex and Ani customer is a nice customer. A special customer…”

…has spent more than a million dollars… to accommodate Alex and Ani'spractical and aesthetic specifications.

The investment has paid off. "People who have never been to our stores are coming in because we carry this brand," says John Anderson, the Paper Store's vice president.

And the Alex and Ani customer is a nice customer. A special customer…”

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Audience > transaction

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The Owner must change

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precisionleasing

strategicmarketing

enhancedoperations

RETAIL REAL ESTATE IS DARWINIAN

optimal mix & compelling experience

Competition forfixed resource 

Cycle of growthor cycle of decline 

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Predator or prey?

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Merchants serving merchants

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Whatever it takes

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In a low information environment…how do you avoid getting killed? 

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IMAGINE SEEING THE PATTERNS INSIDE…

every part of every centre

every F&B every venue

every event 

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AVERAGE DWELL TIME (MINUTES)

YOUR CE

NTER

96

ICSC

 PAT

H BEN

CHMAR

K

89

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KNOW YOUR TENANT PERFORMANCE

CROSS SHOP

DENSITY

DISTRIBUTION

MARKETING

BrandX

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IF YOU KNEW THEIR OVERALL VALUE

Tenant Ranking VALUE score

Forever 21 1 15Victoria’s Secret 2 34BRAND X 3 43Coach 4 48H&M 5 49Starbucks 6 69Nike 7 77McDonalds 8 79

J. Crew 9 82Burberry 10 87

TOP 10 RETAILERS RANKING BOTTOM 10 RETAILERS RANKINGTenant Ranking VALUE 

scoreSalon 103 380Esprit 102 376Prestige Nails 101 373Confectioner 100 372Remix Shoes 99 371Fast Fix Jewellery 98 367Mastercuts 97 365Shoe Shop 96 358Opticians 95 353Curl Up & Dye 94 345

TOTAL TRAFFIC

CROSS SHOPPING

TOTAL SALES

TOTAL RENT VALUE=+ + +

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LOW TRAFFICHIGH SYNERGY

LOW TRAFFICLOW SYNERGY

HIGH TRAFFICLOW SYNERGY

HIGH TRAFFICHIGH SYNERGY

LOW SYNERGY

HIGH SYNERGY

LOWTRAFFIC

HIGHTRAFFIC

WHITE HOUSEBLACK MARKET

SUNGLASS HUT

CURL UP & DYE

PRETTYTHINGS

BAD BOY BAGELS

J LABBY SHOES

TOKYO HARRY

$1 OPTOMETRY

WAG TANNING

VICTORIA’SSECRET

OLD NAVY

FOREVER 21

H&M

COACH

GAP

AMERICAN EAGLE

AMERCROMBIE & FITCH

BANANA REPUBLIC

SEPHORA

POLO RALPH LAUREN

UNDER ARMOUR

J. CREWBURBERRY

JUICY COUTURE

APPLE

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ENHANCETENANT MIX

DRIVETENANT SALES

IMPROVEOCCUPANCY

OPTIMIZEBRAND LAYOUT

LIFECYCLE SUPPORT

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trodden pathspass–by / peel–offpre/post dwellbounce rates

behaviour segments

vacant unit analysispredict performancewhat if? analysisbrand attraction

operationsdevelopment

correlate:zones, anchors, 

transport, entrances leisure, F&B, adverts, time of day, time of 

year

optimal mix & experience  write better deals

UNDERSTANDING BEHAVIOURS DELIVERS BETTER DEALS

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1. Know what you want to know2. Use what you have & gather what’s easy3. When you are ready ‐ decision science

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+70% +65% +60%

WHAT HAPPENS WHEN YOU DO?RTL +30%

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OPERATIONAL PERFORMANCE

#1 value driver after the market

Precision Leasing | Strategic Marketing | Enhanced Operations 

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DETECT  ANALYZE  PREDICT  INFLUENCE

John Godfrey | [email protected] | +44(0) 7711 314282

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#ICSCEurope

Creating the Right Customer ExperienceAnd Driving Value to the Shopping Centre

15 October 2014Radisson Blu Hotel Lietuva, Vilnius, Lithuania