jill puleri vice president and global industry leader for retail ibm global business services
TRANSCRIPT
Jill PuleriVice President and Global Industry Leader for Retail
IBM Global Business Services
2013 IBM Consumer Research Study
• 26,000
Respondents
• 14 Countries
From Transactions to Relationships: Connecting with the Transitioning Shopper
The Good News
4% increase over 2011$586B
HolidaySales
The Good News
HolidaySales
Online sales $96B
4% increase over 2011$586B
The Good News
HolidaySales In-store sales
$490B
Online sales $96B
4% increase over 2011$586B
Shopper’s Last Purchase
84%In Store
14%
Online
Shopper’s Next Purchase
84%In Store
56%Store
Decided
9%Store
Abandoners
35%TransitionalCustomers
The Revolution is Over
The Customer isin Control
The Showroomer
48% 33%Research while
in storeUse a mobile
device in store
The Showroomer
58%Visit online
communities more than once a day
Over half write
positive reviews
Learning to ListenSources used to influence strategy decisions
Source:Q15 What sources of information influence your marketing strategy decisions? n=1733
Market research
Competitive benchmarking
82%
80%
Learning to ListenSources used to influence strategy decisions
Source:Q15 What sources of information influence your marketing strategy decisions? n=1733
Market research
Competitive benchmarking
82%
80%
Customer analytics
Consumer-generated reviews
Third-party reviews & rankings
Online communications
Blogs
74%
48%
40%
42%
26%
The Digital Exhaust
From Many to One
• The Revolution Is Over• The Customer Is King (Again)• All Hail The King