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© 2019 eMarketer Inc.

The State of Retail 2019

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Loran Gutt

Vice President of

Corporate Development

Bazaarvoice

Douglas Clark

Global Director of

Public Relations

eMarketer

Sponsored content presented by

MODERATOR

October 22, 2019

Tech-Talk WebinarBegins at 2:00 PM ET

PRESENTER

Confidential and Proprietary. © 2019 Bazaarvoice, Inc. 1

The State of Retail 2019Loran Gutt, Vice President of Corporate Development

O c t o b e r 2 0 1 9

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State of Retail: Research documents

G L O B A L P O W E R S O F R E T A I L 2 0 1 9

( A N N U A L )

S T A T E O F R E T A I L

( M O N T H L Y )

F U T U R E O F R E T A I L 2 0 1 9

( A N N U A L )

I N T E R N E T T R E N D S 2 0 1 9

( A N N U A L )

LINK LINK LINK LINK

https://www2.deloitte.com/content/dam/Deloitte/global/Documents/Consumer-Business/cons-global-powers-retailing-2019.pdf

https://nrf.com/insights/economy/state-retail

https://www.walkersands.com/wp-content/uploads/2019/06/WS_2019_Future_of_Retail_Report.pdf

https://www.bondcap.com/report/itr19/#view/1


State of Retail: Research documents

A M A Z O N D I S R U P T I O N S Y M P O S I U M

( S E P T ‘ 1 7 & ’ 1 8 )

R E T A I L O U T L O O K

( 2 0 1 9 )

R E T A I L T R E N D S 2 0 1 9

( A N N U A L )

S H O P P E R E X P E R I E N C E

I N D E X ( A N N U A L )

LINK LINK LINK LINK

http://www.tycoons.com/uploads/2/7/7/0/2770316/what_happens_next.pdf

https://www2.deloitte.com/us/en/pages/consumer-business/articles/retail-distribution-industry-outlook.html

https://assets.kpmg/content/dam/kpmg/xx/pdf/2019/02/global-retail-trends-2019-web.pdf

https://www.bazaarvoice.com/shopper-experience-index/


Bazaarvoice Shopper Experience Index

2,000customers surveyed

500brands and

retailers polled

1.1 billionmonthly shoppers

on our network

User-generated content fuels the shopping journey, even with the increased presence of chatbots, voice assistants, social media, and other digital innovations. Ratings and reviews are fundamental to the shopping experience today.

Shoppers crave interaction before a transaction, expecting brands and retailers to put them first — and show it — no matter where they shop.

When brands and retailers collaborate, everyone wins, making partnerships key to supporting a seamless, multichannel shopping journey.

A great mobile experience is an opportunity to stand out, as mobile shopping experiences struggle to keep pace with the increasingly crucial role they play in the shopping journey.

Getting personal with shoppers can deliver a big payoff, and emerging technologies and new data-sharing regulations may help bridge the gap with consumer expectations.

Looking ahead, the best brands and retailers will continue to break down boundaries to build interactive, human shopping experiences that enable shoppers to make confident purchase decisions across every device, platform, and channel.


Today’s retail trends

Amazon is growing; but everyone else is

(finally) growing fasterBrands > Barcodes

Consumers will share social currency, but give them a reason

Ratings & Reviews still drive conversion (more

than anything else)


A M A Z O N I S G R O W I N G ;

Everyone else is(finally) growing faster


eCommerce is growing

Source: US Census Bureau, comScore, Company Data, Morgan Stanley Research


eCommerce is growing and diversifying from Amazon

Source: US Census Bureau, comScore, Company Data, Morgan Stanley Research Sources: BEA PCE, Company Data, Morgan Stanley Research AMAZON DISRUPTION SYMPOSIUM

Faster bps Growth + Lower Amazon Share of Growth =“All Others” (Finally) Growing Faster Than Amazon


Brands > Barcodes


As a leader, how can you build Brands, not barcodes?

>


The “Amazon-proof” BRIAN model


The customer activation cycle


Connection differentiates leading brands

All experiences will come down to convenience and connection. Truly

differentiated brands will drive connection that surpasses convenience for today’s consumers. Brands able to differentiate

themselves by demonstrating their value to consumers as a part of their lifestyle will be

able to build both convenience and connection to compete and succeed in

today’s retail landscape.

Brands and retailers that connect in meaningful, authentic ways, both with

shoppers and with each other, will gain an edge in 2019 and beyond... Maintaining

focus on creating connected, human shopping experiences, will help brands

and retailers build strong momentum into the coming years.


Connection fights private labeling


B U T G I V E T H E M A R E A S O N

Customers will sharesocial currency


Holistic WOM/UGC programs drive connection

Other branded products have no reviews. Wouldn’t you rather buy the product that 7,000+ people have taken the time to talk about?

Private Label products are trying to win the price battle, but with 7,000+ reviews, Hidden Valley is giving reasons to believe in their premium price

The list of examples goes on and on. From P&G, to Kraft, to Unilever, the most successful companies are realizing that their most compelling points of difference can be widespread consumer sentiment about their products.


JONAH BERGER @

Consumers create social currency for your brand

The stories you tell influence the perceptions of others.

The reason someone shares a product, brand, service, website, etc. is due to one thing:

They want to appear a certain way to their peers. Too many brands want consumers to share their

content, but never consider how sharing that content will make people look to their friends.

Social sharing is currency; make sure it’s worth the price.


( M O R E T H A N A N Y T H I N G E L S E ! )

Ratings & Reviews still drive conversion


Reviews still influence and inform conversions

C I T I N G M C K I N S E Y ( M A Y 2 0 1 8 ) ;

#1 reason consumers try something new is “recommended

by someone” (23%) - exceeding “financial incentive” (22%) or “like

the product” (12%)

The traditional path to purchase has changed and now includes

extensive research.

81 percent of shoppers do online research before committing to the purchase. 89 percent of these customers begin their buying process

with a search engine. In just a few clicks, consumers can gauge whether they are

overpaying and explore alternatives until consumers achieve their missions.


Reviews still influence and inform conversions

Consumers will continue to browse less and rely more on peer and trusted source reviews for

products. The rise of online shopping has allowed for more information to be shared not

only from brand to consumer, but also consumer to consumer. The Drum reports that peer reviews impact up to 93% of purchase

decisions. This reveals that consumers may be willing to prioritize products recommended by a

trusted source.

Online reviews are second only to recommendations from friends and family

when it comes to influencing shoppers, so it’s no wonder companies’ adoption of

ratings and reviews continues to rise. In fact, 64% of shoppers we surveyed

consider ratings and reviews, consumer-submitted questions and

answers, and consumer photos important — a

14% increase from 2017.


The Bazaarvoice advantage

P R O A C T I V E S T R A T E G Y & E X P E R T I S EContent success takes more than software.

T H E B A Z A A R V O I C E S H O P P E R N E T W O R KA broad audience means maximum impact.

S I N G L E P L A T F O R M I N N O V A T I O NFewer partners. More integration.

C O N T E N T I N T E G R I T Y & S E C U R I T Y Review authenticity, plus a lot more.

E X C E P T I O N A L S E R V I C E & S U P P O R TA commitment to genuine partnership.

© 2019 eMarketer Inc.

The State of Retail 2019

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Loran Gutt

Vice President of

Corporate Development

Bazaarvoice

Douglas Clark

Global Director of

Public Relations

eMarketer

Sponsored content presented by

MODERATOR

October 22, 2019

Tech-Talk WebinarQ&A Session

PRESENTER