simon walker director, ecommerce innovation june 2012 · source: toluna quick surveys on behalf of...

© 2012 Stibo Systems, Confidential 1

Simon Walker Director, Ecommerce Innovation 27th June 2012


What we do

30 Years

Managing Sharing Gathering


Who we work with

Retail


Supporting selling - Consumer Research - Online Shopping Trends 2012

What are the most important aspects of a retailer’s website the encourage you to make a purchase?

Source: Toluna Quick Surveys on behalf of Stibo Systems Feb 2011

Detailed Product Information

Ability to Compare Products

Product Recommendations

Product Photography

Interactive

Video Demonstrations

47.20%

16.80% 12.50% 11.20%

7.80% 4.50%


Supporting selling - Consumer Research - Online Shopping Trends 2012

How do you think online shopping sites could be improved?

Source: Toluna Quick Surveys on behalf of Stibo Systems Feb 2011

Provide more detailed product info Promote more personalised offers

Offer more online customer service Provide better search capabilities

Email/text alerts for sold out products back in stock

Enhance the design and navigation

30.02%

16.93% 15.23% 14.49%

11.89% 11.44%


Supporting selling - The product data challenge

52%

Retailers indicated that elevated customer expectations are the top customer

experience pressure they face

The Instant Power of All Channel PIM, Aberdeen Group, 2012


Supporting selling - The product data challenge

74%

Multi-channel retail operations are characterized by separate soloed channels, resulting in poor

brand and customer management The 2012 Omni Channel Retail Experience, Aberdeen Group, 2012


The product data challenge - Elmo is everywhere!

108 ERP Data Attributes

123 Supply chain Data Attributes

187 Ecommerce Catalog Data Attributes

= 418 Total Data Attributes

X 186 Elmo items for sale on toysrus.com

= 77,748 data attributes stored in over 20

applications!

Now that’s a lot of ELMO!


Product information management

5 C’s


Coping with Multi-channel - Growth in every direction

Cope

Channel Category Lingual Territory Segment

Faster Consolidated Responsive

Customers

Cope

Certainty Compliance

Citizenry

€¥ £$

PIM


Sell more effectively

Retailer

Customers Customers

Cope


Citizenry

€¥ £$

PIM Create a rich

customer experience


Customer & Save Money Impacts of product information

Value & Choice

Shop their way

Detailed product information

Increase Revenue

Provide great brand experience

Reduce effort

Product information impacts all

areas

Consumer

Retailers


CRM ERP

Syndication Suppliers

Eco system

Citizenry Customers

Cope


Citizenry

€¥ £$

PIM


Faster Innovation

Customer Experience

Technology

Staff

Systems

Customers

Cope


Citizenry

€¥ £$

PIM

Certainty

€¥ £$

New channels

PIM


Compliance

Compliance Process Scalability

Reporting and insight

Management control

Quality assurance

Costs

Customers

Cope


Citizenry

€¥ £$

PIM


Save Money - Ecosystem - Getting Products to Market Quicker

66

Average, to introduce a new product

Growth in number of product attributes

250 to


Smartphone

Call Centre

Websites

Tablets

Stores

Enterprise-grade information system focused on product - PIM

GATHER MANAGE DISTRIBUTE

PRODUCT INFORMATION WORKFLOW

Datapools

Partners

Suppliers

Retailer Single hub for product Info

Product Info

Product Info

Product Info

Product Info

Product Info

Product Info

Product Info

Product Info


Unified multi-channel customer experience

Packaging and shelf product

tags

Mobile websites & Apps

Self service checkouts

Intranet

Ecommerce

Printed collateral POS systems Call centres

Instore colleagues

Search optimised product data

Affiliate marketing


Internet Retailing strategic briefing

simon walker director, ecommerce innovation june 2012 · source: toluna quick surveys on behalf of...

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