Commerçants luxembourgeois : Comment préparer le monde de l'après-COVID ? - Lancement et Webinar n
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Commerçants luxembourgeois :
Comment préparer le monde de l’après-COVID ?
Lancement et Webinar n°1{
Lundi 29 Juin 2020
3 intervenants expérimentés et motivés.
Claude Bizjak Brice Lecoustey Kevin d’Antonio
Directeur Adjoint Associé EY Senior Manager EY
clc Conseil secteur commercial et Stratégie, Marketing et Innovation
secteur public Leader
Un programme interactif, innovant et pragmatique.
Juin Juillet Août Septembre
LANCEMENT OFFICIEL WEBINAR #2 WEBINAR #3 START-UPS
WEBINAR #1 EVENT
Nouvelles Développer le Gestion de la relation Découvertes des
dynamiques de commerce en ligne et client digitale (CX/UX) innovations et
comportements des optimisation de sa nouvelles
consommateurs stratégie marketing technologies
MISE A DISPOSITION DE MISE A DISPOSITION D’UNE CHECK- MISE A DISPOSITION D’UNE GRILLE SELECTION DE START-UPS
L’ETUDE EY FUTURE LIST ET RECOMMENDATIONS D’EVALUATION DE LA MATURITE ADAPTEES AUX CHALLENGES DES
CONSUMER “QUICK-WINS” DIGITALE COMMERCANTS
Vous pouvez poser Nous La présentation
vos questions en ligne répondrons à sera enregistrée
dans la “chatroom” vos questions à et disponible en
l’issue de la ligne.
présentation.
Quelles sont les nouvelles dynamiques de comportements consommateurs ?
EY Future Consumer Index : une vision à 360° des changements d’habitudes de
consommation
Objectifs et méthodologie Périmètre du 1er baromètre
1er baromètre réalisé en avril auprès de 4 858 participants
Mises à jour prévues mensuellement tout au long de la crise 1036 participants
Vision à 360 degrés des changements de consommation en
couvrant les comportements actuels, les sentiments et les 496 participants
intentions sur trois horizons de temps
• Now : Comment les habitudes de consommation ont 1002 participants
changé durant la crise
• Next : Comment les habitudes de consommation 1397 participants
vont changer à court terme
• Beyond : Comment les habitudes vont changer 927 participants
structurellement
Administration du questionnaire sur un panel représentatif
au niveau démographique et des revenus
Source : analy ses EY EY & clc | Page 15
COVID-19 has had an unprecedented impact on global consumer behavior
As a result of the COVID-19 pandemic, consumers are:
83% Concerned about their freedoms 82% Concerned about their family
80% Changing the way they shop 78% Concerned about their finances
67% Concerned about their job 62% Changing the products they buy
39% Purchasing only the essentials
Source: EY Future Consumer Index, June 2020
Page 8
Consumers shopping behaviors in the Now, Next and Beyond
Consumer segments that have emerged from the crisis are expected to evolve further in the near and long term
Key segments before Key segments now Key segments next
Back with a bang Experience first
Hibernate and spend 11% 11%
18%
Society first
Cautiously extravagant 16%
22%
Stay calm, carry on Planet first
35% 17%
Get to normal
40% Health first
26%
Save and stockpile
32%
Stay frugal
20% Affordability first
30%
Cut deep
15% Keep cutting
8%
Source: EY Future Consumer Index, June 2020
Page 9
When will normal life return and what will be normal?
How quickly consumers believe “normality” will 50% believe the way they live will significantly
return once the pandemic is over change in the long-term
Years /
Days / Weeks Months Never
would share their personal data to help with
52% disease prevention
Shopping 64% 27% 9%
43% will change the way they shop
Work 61% 29% 10% are more aware and cautious about their
62% physical health
Social life 56% 35% 9%
use contact-less delivery or cashless payments to
51% avoid touching things while shopping
Leisure 47% 40% 14%
32% will change the products they buy
Eating out, bars
shop more online for products they previously
45% 42% 13% 41% bought in stores
Financial pay more attention to the social impact of what
41% 35% 24% 49% they purchase and consume
stability
Travel 25% 47% 29% 36% own fewer physical items
Source: EY Future Consumer Index, June 2020
Page 13How will communal spaces need to evolve for consumers to be comfortable?
% who would feel uncomfortable Will be more aware of hygiene and
N. America & W. Europe
67% sanitization when shopping*
Build trust and allay concerns with visible hygiene and safety
measures for staff and customers
Going to a
29 32 61
cinema
Traveling on
Intend to support domestically produced brands
29 32 61 in the coming years
public transport 52% Shorten supply chains and develop onshore production
to build more agile and resilient operations
Going to a bar 28 30 58
Exercising in Say luxury has become less important over
28 30 58
a gym
41% the last month
Trying on clothes Focus brands and ranges around
20 30 50 functionality and affordability
in a store
Eating in a
18 28 45 Will order non-grocery products online
restaurant
41% more*
Going to a mall 13 27 40 Reduce reliance on physical channels and rebalance
investments towards digital capabilities
Going to a hairdresser
15 25 40
or spa
Shopping in a Expect to own fewer physical items in
grocery store
5 18 23 36% future
Explore alternative business models such as clothing rental
Source: EY Future Consumer Index, June 2020
Page 14
Extremely uncomfortable UncomfortableAlors, à quoi pourrait ressembler le consommateur du « monde d’après » ?
Hanne Mary Greg Ana
The Hedonist The Mindful The Good Citizen The Anxious
Gen Z (age 14-23) Millennial (aged 24-39) Gen X (aged 40-55) Boomer (aged 56-74)
• Pessimistic but resilient • Most concerned on family • Some concerns on long • Coping well but
• Enjoy life to the fullest health but optimistic term situation pessimistic and worried
• Priorities on Family and • Priorities on Health and • Getting the basics and • Cutting back on
friends wellness gravitate towards the brands unnecessary spending
• Looking for experiences • Ready to pay a premium and shops he knows and • Generally uncomfortable
that help get the most for high-quality, ethically trusts with the current situation
from life. sourced sustainable • Attention to the social • Priority is to live within
• Choose brands that enable goods impact of what he purchase their means
to signal values and sense • Support local or and consume • Staying indoors
of purpose. independent domestic • Look for the best deals • Clinging to traditional
• Like testing new brands brands and shops • Discovered online shopping values
especially those that feel • Avoid buying things they • increasing use digital • Digital laggards
personalized. don’t really need. sharing data
• Integrate digital as life- • Active in her online
assistant “tribus”Et maintenant, quelles sont les actions à conduire pour se préparer à ces changements de paradigme ?
What will the future consumer value? Source: EY Future Consumer Index, June 2020 Page 19
3 actions to handle, immediately.
1
Reshape your portfolio so
it’s relevant to the future
consumer
Make sure you have products,
2 Provide digital customer
journeys that reflect the way
consumers will behave
COVID-19 is accelerating the consumer’s
3 Create the transparency that
will be needed to secure
consumer trust
Many consumers are
services and experiences that digital adoption faster than all thinking again about the
feel relevant to the expectations. The brands social and environmental
consumer’s future needs and consumers choose to engage with, where impact of their choices.
values, as identified by the they consume them, how they purchase Others value health more
Index. them – everything is in flux. than ever, or want value for
But consumers will still expect brands to money without
give them a seamless experience. compromising quality.
How will you differentiate What capabilities will enable you What capabilities are needed for
your brand in a to engage with a more digital you to deliver the transparency
streamlined product consumer base? that will build trust?
landscape?Questions Réponses
Restons en contact !
Claude Brice Kevin
claude.bizjak@clc.lu brice.lecoustey@lu.ey.com bevin.dantonio@lu.ey.com
+352 691 999 304 +352 691 830 368 +352 621 838 525EY SEREN | EXPERIENCE MATTERS
Merci pour votre
attention !
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