Talking shop

Talking shop
SHARE
THIS



An industry survey from the US recently revealed Amazon to be outpacing retail peers on measures of brand experience including emotional ‘excitement’ and ‘satisfaction’.

What makes it interesting is that the study pitted Amazon against bricks and mortar retailers and was conducted from the vantage point of the shopper.

Whilst a variety of conclusions could be drawn, perhaps the most pertinent shift it points to is the significant and ongoing change in shopper expectation and behaviour.

Put simply, shoppers want more.

It is against this new and changing retail context that the annual Chicago Shopper Summit kicked off.

Converging on the Schaumburg Convention Centre were hundreds of attendees – including some of America’s largest retailers: Walmart, Ahold USA and Target to name a few. Together with brand manufacturers such as Campbell’s, P&G, Kimberly-Clark and Coca-Cola, a number of topics were presented across areas including New Media, Omnichannel Strategy and Mobile Marketing.

It was evident that retailers and CPG brands share one common question: how do you keep driving growth in a rapidly evolving retail environment?

The answer to this challenge came down to one very obvious answer: the shopper.

Shoppers provide the critical point of unity – rather than division – between retailers and brand manufacturers.

That ‘shopper centricity’ matters was a theme highlighted across a number of presentations. 

The rapid development and adoption of technology, driven largely by mobile, has shifted power from brands and retailers toward shoppers. The ease, efficiency, access and personalisation enjoyed online is reshaping expectations and evaluations of ‘offline’ retail experiences.

The impact of this ‘Amazon effect’ is a more ‘choiceful’ and expectant Shopper mindset seeking value beyond price.

To thrive in such a changing environment, it became clear that best practice was focussed on adopting and implementing four key behaviours.

1. Closer integration between retailers and brands

Shopper marketing presents retailers and brands with an opportunity to drive mutual growth and deliver shoppers with new forms of value. It also carves out competitive difference – a reason to choose you over your competitors. The importance of strategic collaboration and alignment was emphasised by both retailer and brand presenters alike.

For Walmart, developing digital ‘liquid content’ solutions has become a key point of focus. With 140 million weekly customer visits, Walmart is partnering with brands to provide customers with inspiring, entertaining and educational content throughout their shopping trips. One of the new ways they will be doing this is through the launch of Print Plus, a mobile app that will layer static media (such as catalogues) with value-added digital content (recipes, how-to videos and more).

Collaboration was similarly the cornerstone of Kimberly-Clark’s ‘Spice Up Your Family Fun’ program. Launched in 2012, the case study highlighted how integration – from the internal business process through to agency, retailer and multi-vendor collaboration, could result in a winning shopper-centric program.

2. Investing in actionable insights

Putting shoppers at the centre through clear and actionable insight was a key point of discussion at the summit. Different approaches to gathering insights were shared – proving that there is no single ‘right’ way to obtain them.

The use of mobile as a tool within the arsenal of shopper research was highlighted as a way to capture actual rather than claimed behaviours – as well as the emotional triggers, barriers and shopping contexts that accompany them.

As personalisation frames new competitive advantage, the push to effectively translate big proprietary and social data into meaningful insight was emphasised. Ahold USA proved a topical example of how retailers are activating data insight and in so doing, shifting engagement with their shoppers from ‘mass’ to ‘mass niche’.

3. Innovative business culture and practices

From Walmart to Coca-Cola, innovation as a core competency is driving business agility and ‘beta’ thinking.

Coca-Cola’s Shopper Experience Innovation Centre (SEIC) proved a stand-out example. Described as an ‘incubation space’, it offers the brand and its retail partners a place to develop and test ideas with shoppers across five realistic retail environments. Less than a year old, the SEIC has already produced innovations such as the ‘Beverage Aisle Reinvention’ system currently being piloted in regional US supermarkets. Not only is the SEIC a way for Coca-Cola to drive mutual value and competitive edge, it is helping the brand transform shopping from uninspired tasks to game-changing retail experiences.

4. Inspired creative thinking

The ultimate goal of any shopper marketing program is to drive commercial value through customer participation. To what extent this occurs depends on how well imagination, creativity and executional excellence are fused with well-formed objectives and insight. A great example at the summit came from Keystone Light who showed how leveraging shopper understanding could inform a winning commercial initiative.

The idea? ‘Canhole’, a concept that transformed beer packaging into a social game which was then amplified across digital and traditional touch-points. Sales accordingly increased along with retail execution and distribution support.

To drive growth in a changing retail context, we need to focus on what unites rather than divides us: the shoppers. Best practice is moving shoppers to purchase through integration, insight, innovation and inspiration. The result? Solutions and experiences that offer new and unique forms of value and drive collective wins for brands and retailers alike.

Caroline Ghatt is planning director for brand and retail at Leo Burnett Sydney.

The latest issue of B&T magazine, out this week, includes an in-depth feature on the state of shopper marketing in Australia and predictions for the sector’s future. 

Please login with linkedin to comment

Latest News

Digital Breadcrumbs: Picking Up The pieces your competitors leave online
  • Opinion

Digital Breadcrumbs: Picking Up The pieces your competitors leave online

In this guest column, Meltwater’s area director, David Hickey (pictured below), says a quick glance at the mountains of data your competitors are producing can fast prove a boon for your business too… It’s time for businesses to start paying attention and embrace the new digital reality we’re living in. We are currently in the […]

Opinion

by David Hickey

David Hickey
“The Rock” Leads a Flotilla Of Athletes In Huge Under Armour Campaign
  • Campaigns

“The Rock” Leads a Flotilla Of Athletes In Huge Under Armour Campaign

US sportswear giant Under Armour has enlisted Dwayne “The Rock” Johnson to front a series of inspirational new ads featuring a host of sport stars and fitness icons. Created by Droga 5 the campaign is called “Will finds a way” and includes eight ads in all. Johnson aside, the spots include actress and martial arts star, Zoe Zhang. Fellow […]

by B&T Magazine

B&T Magazine
Facebook founder and CEO Mark Zuckerberg arrives to testify during a Senate Commerce, Science and Transportation Committee and Senate Judiciary Committee joint hearing about Facebook on Capitol Hill in Washington, DC, April 10, 2018. / AFP PHOTO / SAUL LOEB        (Photo credit should read SAUL LOEB/AFP/Getty Images)
  • Media

Free TV Calls For ACCC Oversight Of Facebook & Google

In a submission lodged with the ACCC inquiry into digital platforms, industry body Free TV today called for greater regulatory oversight of Facebook and Google. The FreeTV submission identifies a number of key areas of concern: Heavy regulation on traditional media providers and almost none on Facebook and Google Questionable claims about the reach, viewability, […]

APN Outdoor Confirms Retention Of Three Key Contracts
  • Media

APN Outdoor Confirms Retention Of Three Key Contracts

APN Outdoor has used its annual general meeting to announce three key contract renewals: Transport for Brisbane, Transdev Melbourne and Adelaide & Parafield Airports, for multiple years. Company CEO and managing director, James Warburton, said: “These contracts represent an important part of our advertising offering. The far-reaching impact they provide delivers a compelling proposition and cements our commitment […]

Women In Media Profile: Olivia Warren
  • Media

Women In Media Profile: Olivia Warren

It's the latest in our Women In Media profiles, and this one is so good you'll possibly get a nervous twitch somewhere.

by B&T Magazine

B&T Magazine
LIDA Delivers Series Of Animated Info Bites For Busy Marketers
  • Marketing
  • Media

LIDA Delivers Series Of Animated Info Bites For Busy Marketers

M&C Saatchi Group’s customer engagement specialist agency, LIDA, has crafted an initial eight-episode series of bite-sized animated videos designed to help busy marketers stay ahead of the game. ‘60 Second Gets’ draws on LIDA’s wealth of experience to unpack the latest industry tools, tech and thinking. Launching today, the first video, ‘Success in 6 Seconds’, […]

Naked And Gidget Foundation Want Australians To Start Talking
  • Campaigns

Naked And Gidget Foundation Want Australians To Start Talking

Today Naked launches its ‘Start Talking’ campaign for Gidget Foundation Australia; a not-for-profit that provides support for families who are affected by perinatal depression and anxiety (PNDA). The centrepiece of the campaign is a powerful TVC that brings to life this common, but often hidden illness, and shows how Gidget Foundation’s ‘Start Talking’ telehealth program […]

MKTG Integrates Telstra Tracker Data With LED Signage At AFL Stadiums
  • Marketing
  • Technology

MKTG Integrates Telstra Tracker Data With LED Signage At AFL Stadiums

For the first time ever, AFL spectators will be able to view real-time Telstra Tracker player data via in-stadium LED signage, thanks to the combined efforts of Telstra, Champion Data and MKTG. By integrating the Telstra Tracker data into the LED signage at the MCG and Etihad Stadium, fans will receive contextually relevant information from […]

Westfield Shows Off New Visual Identity In Line With Fresh Digital Offering
  • Marketing

Westfield Shows Off New Visual Identity In Line With Fresh Digital Offering

Scentre Group has unveiled a new brand look and feel coinciding with the re-launch of the Westfield.com.au and Westfield.co.nz sites. This digital-first visual identity sees a shift towards creating a more contemporary, invigorated and colourful brand, reflective of Westfield’s in-centre experience. The iconic Westfield logo will continue to lead brand communications, supported with a new […]

The Age Of The Ephemeral: Why Experiential Marketing Is Compulsory This Year
  • Marketing
  • Opinion

The Age Of The Ephemeral: Why Experiential Marketing Is Compulsory This Year

In this guest post, Keep Left’s head of consumer engagement, Johanna Murray (pictured below), explains the merits of experiential marketing, as well as sharing some tips on how to do it – and do it well. Humans love to label things – especially intangible things, like time. We like eras and ages and eons because they […]

Opinion

by B&T Magazine

B&T Magazine
The Top Social Media Marketing Trends For 2018
  • Advertising
  • Marketing
  • Technology

The Top Social Media Marketing Trends For 2018

This trends report is a must-read for all marketers, although it contains no news on the return of the bubble perm.

by B&T Magazine

B&T Magazine
How To Give And Take Feedback At Work
  • Opinion

How To Give And Take Feedback At Work

Georgia Murch (pictured below) is an expert in creating feedback cultures and author of Feedback Flow; The Ultimate Illustrated Guide to Embed Change in 90 Days. In this guest post, Murch offers her tips on giving (and receiving) feedback from colleagues without botching it up… We all know that feedback matters.  Most of us want the good, the bad and the […]

Opinion

by B&T Magazine

B&T Magazine
Dentsu X Expands Operations To Sydney
  • Advertising
  • Media

Dentsu X Expands Operations To Sydney

Have you completely forgotten what Sydney looks like? Well, thankfully this story comes with a handy pictorial reminder.

SBS Radio Introduces Three 24-Hour Digital Radio Stations On Digital TV
  • Media

SBS Radio Introduces Three 24-Hour Digital Radio Stations On Digital TV

SBS Radio has announced two new digital radio stations – SBS PopAsia, SBS PopDesi and a refresh of SBS Radio 3 – is now available on digital TV. SBS Radio 3 will broadcast world news and current affairs from the BBC World Service (previously airing on SBS Radio 4 on digital radio) and special events […]

Champion Launches Music Platform Championing Emerging Aussie Artists Via Emotive
  • Campaigns
  • Marketing

Champion Launches Music Platform Championing Emerging Aussie Artists Via Emotive

For its first Australian campaign, Champion has partnered with creative and content agency Emotive to launch a music program titled ‘Revealed’. The program champions emerging Australian artists by intimately telling their story through video, and providing funding and creative support to create world class music videos for new release music. The first Revealed artist is […]

Delacon Launches Call Analytics In India
  • Marketing

Delacon Launches Call Analytics In India

Australian-owned call analytics provider Delacon has continued its international expansion, opening an innovation centre in India to service local and global partners, and develop the next generation of call tracking and analytics solutions. The office in Chennai is the eighth for the Sydney-headquartered business, which enables brands and agencies to optimise marketing campaigns by accurately […]

Protein To Handle Retail Roll-Out Of Recycling Initiative Return-It
  • Marketing

Protein To Handle Retail Roll-Out Of Recycling Initiative Return-It

Sydney brand and digital agency Protein has been appointed to handle the retail and digital roll-out of recycling company Return-It, which has just been announced as the container collection network for the ACT. Return-It awarded the work to the 17-year strong agency, following Protein’s tender support and brand development of the retail concept. The public-facing […]

Why We Need To Talk More About Failure
  • Opinion

Why We Need To Talk More About Failure

This is an excellent article about celebrating failure. Although, admittedly, we failed to get to the very end of it.

Opinion

by B&T Magazine

B&T Magazine
Women In Media Profile: Kimmie Neidhardt
  • Media

Women In Media Profile: Kimmie Neidhardt

Kimmie Neidhardt doesn't just have a very cool name, as you'll read here. There's a good head on those shoulders, too.

by B&T Magazine

B&T Magazine
SCA Promotes Nathan Soulsby To Head Of TV Sales For Sydney
  • Advertising
  • Media

SCA Promotes Nathan Soulsby To Head Of TV Sales For Sydney

Southern Cross Austereo (SCA) has announced the promotion of Nathan Soulsby to head of TV sales for Sydney. The announcement comes after Kristen Budd’s move to general manager of SCA’s Central Coast office. Caretaking the role during Budd’s maternity leave, Soulsby has been a key contributor to the consistent share and revenue growth that has […]

Columbus, A Merkle Company Announces Client Wins & Senior Appointments
  • Marketing

Columbus, A Merkle Company Announces Client Wins & Senior Appointments

Following the launch of Merkle in the Australian market in March, Columbus, a Merkle Company has secured nine new clients in three months, including Macquarie University, Event Hospitality & Entertainment Limited and Hipages. Columbus has also appointed two group business directors in the Victorian market, with Leonie Dawkins (pictured above, left) and Guy McGechan (pictured […]

Black woman in handcuffs
  • Media

Adland Industry Leaders To Be Locked Up In Prison To Help Aussie Youth

Over sixty senior leaders from the media, marketing, tech and creative industry will spend the night in jail as part of UnLtd’s Adland Bail Out, to raise funds for Whitelion. The ‘inmates’ will be handing over their mobile phones and putting on their prison overalls to brave a night in the chilling cells of Yasmar […]

JCDecaux Partners With Seedooh To Verify OOH Campaigns
  • Advertising
  • Media

JCDecaux Partners With Seedooh To Verify OOH Campaigns

Global out-of-home (OOH) advertising giant JCDecaux has announced a partnership with independent tech platform Seedooh to offer advertisers greater transparency for campaigns. Under the agreement, Seedooh’s reporting and verification platform will be integrated into JCDecaux’s system to create an independent campaign delivery reporting function that works seamlessly within the end-to-end campaign delivery processes. It will […]

Innovation: The Foundation Of Marketing & Sales Collaboration
  • Marketing
  • Opinion

Innovation: The Foundation Of Marketing & Sales Collaboration

In this opinion piece, Seismic’s managing director for Australia and New Zealand, Andy Pattinson (pictured below), explains how marketers can work smarter and why collaboration is vital in delivering return on investment. Demand for marketing roles is growing, as marketers continue to learn more about what customers want. The marketing agenda is increasingly being tied in […]

Opinion

by B&T Magazine

B&T Magazine
Roll’d Enlists Impress!ve Digital Ahead Of Franchise & Catering Push
  • Marketing

Roll’d Enlists Impress!ve Digital Ahead Of Franchise & Catering Push

Aussie food franchise Roll’d has announced it has signed on Melbourne digital marketing agency Impress!ve Digital to support its digital marketing. The partnership has already begun, with Impress!ve Digital aiming to significantly boost the company’s revenue through digital marketing strategies that are directly linked to return on investment and franchise acquisition. Impress!ve Digital has been […]

Yippee! More Photos from the 30 Under 30 Awards!
  • Advertising
  • Marketing
  • Media
  • Technology

Yippee! More Photos from the 30 Under 30 Awards!

If you think B&T simply runs these photo gallery stories so you can gawk at young, attractive people, you'd be right.

by B&T Magazine

B&T Magazine