Commerçants luxembourgeois : Comment préparer le monde de l'après-COVID ? - Lancement et Webinar n

 
Commerçants luxembourgeois : Comment préparer le monde de l'après-COVID ? - Lancement et Webinar n
Commerçants luxembourgeois :
Comment préparer le monde de l’après-COVID ?

Lancement et Webinar n°1{

Lundi 29 Juin 2020
Commerçants luxembourgeois : Comment préparer le monde de l'après-COVID ? - Lancement et Webinar n
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
Commerçants luxembourgeois : Comment préparer le monde de l'après-COVID ? - Lancement et Webinar n
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     Nouvelles                 Développer le                 Gestion de la relation             Découvertes des
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comportements des            optimisation de sa                                                     nouvelles
  consommateurs             stratégie marketing                                                   technologies

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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
Commerçants luxembourgeois : Comment préparer le monde de l'après-COVID ? - Lancement et Webinar n
Quelles sont les nouvelles
dynamiques de comportements
consommateurs ?
Commerçants luxembourgeois : Comment préparer le monde de l'après-COVID ? - Lancement et Webinar n
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
Commerçants luxembourgeois : Comment préparer le monde de l'après-COVID ? - Lancement et Webinar n
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
Commerçants luxembourgeois : Comment préparer le monde de l'après-COVID ? - Lancement et Webinar n
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
Commerçants luxembourgeois : Comment préparer le monde de l'après-COVID ? - Lancement et Webinar n
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 13
How 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            Uncomfortable
Alors, 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           +352 621 838 525
EY SEREN | EXPERIENCE MATTERS

                                Merci pour votre
                                attention !

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