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The Connected Consumer

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G3 Communications
G3 Communications

Consumers are smarter today than ever before. In fact, today's consumers own your brand. Their shopping expectations are higher, they make decisions faster, and they research thoroughly and independently. Consumers also know they have a lot of choice regarding when and where to purchase. Added to the mix are consumers who are increasingly technology savvy, more demanding, and are making tradeoffs by focusing on value, transparency and accountability. If retailers are unable to provide the convenience or service consumers expect, loyalty will evaporate, competitive advantage will erode, and retailers’ value proposition will crumble. In this webcast you will discover how to satisfy the smarter consumer by providing a seamless customer experience that reaches across all touch points, spanning human, digital, social and mobile modes of access that are optimized according to customer preferences...a customer experience that delivers products and services flawlessly to keep customers coming back for more. Learn how Best Buy responds to customer control and demands and how the electronics and home appliances retailer is tackling issues with mobile, digital, social media, inventory availability, fulfillment flexibility and convenience. Once consumers get a taste of the seamless shopping experience, they expect it. It doesn’t matter what your product or service is. Join us and learn how to put your business back in control of the shopping experience.

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The Connected Consumer
Your  GoToWebinar  A/endee  Viewer  is  made  of  2  parts:   1.  Viewer  Window   2.  Control  Panel   Type  your  quesAon  here  
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  Launched in 2007   Over 20,000 subscribers   To provide executives with relevant, insightful content across a variety of digital mediums Free subscription to our weekly newsletter… www.retailtouchpoints.com/signup
SPEAKER SPEAKER SPEAKER Moderator Chap Achen Jim Bengier John Mesberg Senior Director of Multi- Global Retail Executive Vice President, B2B & Debbie Hauss Channel Order Mgt. Sterling Commerce, an Commerce Solutions Editor-in-Chief IBM Company IBM Retail Best Buy @BestBuy @SterlingComm @IBM TouchPoints @RTouchPoints
June  2011   Smarter  Commerce   Redefining  customer  cross-­‐channel  interac:ons  and  outcomes  for  retailers   © 2011 IBM Corporation
Agenda    IBM  introduc:on  to  Smarter  Commerce    How  Smarter  Commerce  cross-­‐channel  impacts  the  customer    Roundtable  ques:ons    Audience  ques:ons   7   © 2011 IBM Corporation
We  have  entered  the  age  of  the  smarter  consumer   Instrumented   Interconnected   Intelligent   662  million  ac:ve   95  million  tweets  are  sent   Only  18%  of  people  trust   users  on  Facebook   each  day   informa:on  from  retailers   and  manufacturers   Half  of  consumers  globally   45%  of  consumers   The  number  one  desire   use  two  or  more   ask  friends  before   while  shopping  is  a   technologies  to  shop   purchasing   personalized  and  relevant   experience   8   Source: Institute for Business Value Retail 2011 Global = 30624 © 2011 IBM Corporation
Today’s  consumers  are  fundamentally  changing  industries,  brands,   interac:ons,  and  rela:onships   “Sales of 4,500,000 iPads in 3Q 2010”* 9   Source: :Fortune October 5, 2010 http://tech.fortune.cnn.com/2010/10/05/how-many-ipads-has-apple-really-sold/ © 2011 IBM Corporation
Consumer  expecta:ons  exceed  retailer  capabili:es   Consumers  want  retailers  to…   Listen: Engage in a continuous and relevant dialogue by embracing the consumer’s voice to influence products, services and brands Know: Leverage customer profiles and preferences across all touchpoints to understand and anticipate behavior in order to personalize offers and interactions Empower: Provide access to pricing and inventory to enable convenience and product accessibility for the demanding and price-sensitive consumer 10   © 2011 IBM Corporation
Consequently,  retailers  are  seeing  shrinking  margins,  blurring  of  business   models  and  increased  compe::on…   In  this  new  era,  retailers  are  seeing:    Commodi:za:on  of  products  as  lifecycles  grow  shorter  and   product  is  replicated  across  new  outlets    Mobilized  shopping  based  on  the  connected  consumer’s   access  to  informa:on  anywhere  any  :me    Channel  expansion  through  ecommerce,  social,  and  mobile  to   reduce  cost  of  entry 11 © 2011 IBM Corporation
…causing  these  retailers  to  ask  ques:ons  along  three  key  dimensions  of   the  customer  rela:onship   What  value  should  I  bring?   Who  is  my  customer?   In  turn,  you  must  re-­‐think   In  today’s  fast-­‐paced  business,   how  your  customers  define   you  require  real-­‐:me     value  so  you  can  deliver   insights,  that  allow  you  to     exactly  what  they  want  —   turn  informa:on  into   profitably   immediate  ac:on   How  do  I  engage  with  them?   Customer   You  need  an  approach  that   allows  you  to  more  effec:vely   connect,  collaborate,  conduct   …increasing  the  value  companies  generate   commerce  and  create  a   for  their  customers  and  supply  chain   differen:ated  customer   partners  in  a  rapidly  changing  digital  world     experience       12   © 2011 IBM Corporation
At  IBM  we  call  the  approach  forward:  Smarter  Commerce     Smarter  Commerce  combines  IBM  products,  services,  and  assets  into  an  integrated  approach   to  help  retailers  put  the  customer  at  the  center  of  their  business   Who  is  my   customer?   Drives  intelligent   Creates   and  adap;ve   personalized  and   supply  networks   relevant  offers   based  on   with  seamless     consumer  demand   cross-­‐channel   interac;ons   Supply  &   Merchandise   Market   Serve   Customer   Sell   An;cipates   Enables  customers   behavior  and   and  partners  to     delivers  flawless   buy  what  they   customer   want,  any;me  and   service  across   anywhere   all  channels   13   © 2011 IBM Corporation
Retailers  benefit  from  a  Smarter  Commerce  approach…   It  maximizes  the  insight   It  capitalizes  on   generated  through   social  and  mobile   customer  interacAons       commerce   It  drives  growth  by   It  synchronizes  enAre   enhancing,  extending   operaAng  network  to   and  redefining  the   deliver  consistent  and   value  provided   predictable  outcomes   Customer   It  increases  margins  by   It  gives  customers  control   boosAng  efficiency  at  every   and  influence  of  their   stage  of  the  commerce  cycle   shopping  experience   14   © 2011 IBM Corporation
What  Smarter  Commerce  means  to  these  clients   Supply  &   Market   Merchandise   Sell   Serve   Op:mized  inventory   Increased  sales  per  web   Cross-­‐channel  order   Increased  customer   assortments  and   visitor  by  41%.  Also   and  inventory   sa:sfac:on  by   product  availability  by   increased  open     awareness  improved   increasing  fill  rates  and   analyzing  400,000   and  click-­‐through     efficiency  and  fill  rate   reducing  backorders  by   items   rates  to  five  :mes  the     on  web  orders  to   85%   industry  average   nearly  100  percent   15   © 2011 IBM Corporation
Agenda    IBM  introduc:on  to  Smarter  Commerce    How  Smarter  Commerce  cross-­‐channel  impacts  the  customer    Roundtable  ques:ons    Audience  ques:ons   16   © 2011 IBM Corporation
Two  key  Smarter  Commerce  cross-­‐channel  customer  interac:ons     Integra:ng  a  seamless  customer  experience  across  mul:ple   interac:on  channels     Capturing  consumer  behavior  allows  for  personaliza:on   17   © 2011 IBM Corporation
To  the  consumer,  Smarter  Commerce  solu:ons  deliver  a  seamless   shopping  experience  across  various  touchpoints   IntegraAng  a  seamless  customer  experience  across  mulAple  interacAon  channels     Web  (WebSphere  Commerce  &  Portal)     Mobile  (WebSphere  Commerce  Mobile  Store)     In  Store  POS,  Digital  Promo:ons,  Kiosks  (Retail  Store  Solu:ons)     Call  center  (Sterling  Order  Management  –  Call  Center)   “Web”   Social  Media   “Social  Networks”   “Mobile”   Customer   “Store  POS  &   “Call  Center”   Kiosks”   Sterling  Order  Management  –   Retail  Store  Systems   Call  Center   18   © 2011 IBM Corporation
Smarter  Commerce  solu:ons  capture  consumer  behavior  and  allows  for   personaliza:on     Take  ac:on  based  on  a  consistent  view  of  a  consumer’s  order  across  mul:ple  channels     Coremetrics  is  used  to  track  consumer  ac:ons,  and  make  relevant  recommenda:ons     The  e-­‐commerce  web  site  and  order  capture  is  provided  by  WebSphere  Commerce     Sterling  Order  Management  maintains  a  consistent  view  of  the  consumer’s  order     Unica  creates  and  manages  specific  promo:onal  campaigns  and  offers     The  POS  from  Retail  Store  Systems  integrates  with  the  en:re  system  to  process  promo:ons,  tally   items,  take  payment,  and  complete  the  transac:on   Consumer  receives     targeted  TV  promoAon   Consumer  phones  the  call  center  to   by  Unica   check  the  delivery  Aming.  Call  center   advises  that  TV  is  in  a  local  store  for   Consumer  saves  the   immediate  pickup       transacAon  in  their   Consumer  is  targeted   shopping  cart  using   Sterling  Order  Management and  shown  a  web  ad   WebSphere  Commerce   based  on  what  they  are   POS  prompts  to   searching  online.   recommend  an   Content  was  selected  by   Consumer    uses   offer  for   Coremetrics   mobile  phone  to  both   extended   price  compare  and     Consumer  visits  the   warranty  …   store  to  pickup  the   sold!   then  complete  their   TV,  views  the  order   original  order     via  the  IBM  Kiosk/ POS   Capture  responses  and  refine   19   © 2011 IBM Corporation
Agenda    IBM  introduc:on  to  Smarter  Commerce    How  Smarter  Commerce  cross-­‐channel  impacts  the  customer    Roundtable  ques:ons    Audience  ques:ons   20   © 2011 IBM Corporation
Audience  QuesAons?       For  more  informa:on:   Jim    Bengier   jbengier@us.ibm.com   21   © 2011 IBM Corporation
Your  GoToWebinar  A/endee  Viewer  is  made  of  2  parts:   1.  Viewer  Window   2.  Control  Panel   Type  your  quesAon  here  
SPEAKER SPEAKER SPEAKER Moderator Chap Achen Jim Bengier John Mesberg Senior Director of Multi- Global Retail Executive Vice President, B2B & Debbie Hauss Channel Order Mgt. Sterling Commerce, an Commerce Solutions Editor-in-Chief IBM Company IBM Retail Best Buy @BestBuy @SterlingComm @IBM TouchPoints @RTouchPoints
You can download this presentation here: http://rtou.ch/connected-consumer

More Related Content

The Connected Consumer

  • 2. Your  GoToWebinar  A/endee  Viewer  is  made  of  2  parts:   1.  Viewer  Window   2.  Control  Panel   Type  your  quesAon  here  
  • 4.   Launched in 2007   Over 20,000 subscribers   To provide executives with relevant, insightful content across a variety of digital mediums Free subscription to our weekly newsletter… www.retailtouchpoints.com/signup
  • 5. SPEAKER SPEAKER SPEAKER Moderator Chap Achen Jim Bengier John Mesberg Senior Director of Multi- Global Retail Executive Vice President, B2B & Debbie Hauss Channel Order Mgt. Sterling Commerce, an Commerce Solutions Editor-in-Chief IBM Company IBM Retail Best Buy @BestBuy @SterlingComm @IBM TouchPoints @RTouchPoints
  • 6. June  2011   Smarter  Commerce   Redefining  customer  cross-­‐channel  interac:ons  and  outcomes  for  retailers   © 2011 IBM Corporation
  • 7. Agenda    IBM  introduc:on  to  Smarter  Commerce    How  Smarter  Commerce  cross-­‐channel  impacts  the  customer    Roundtable  ques:ons    Audience  ques:ons   7   © 2011 IBM Corporation
  • 8. We  have  entered  the  age  of  the  smarter  consumer   Instrumented   Interconnected   Intelligent   662  million  ac:ve   95  million  tweets  are  sent   Only  18%  of  people  trust   users  on  Facebook   each  day   informa:on  from  retailers   and  manufacturers   Half  of  consumers  globally   45%  of  consumers   The  number  one  desire   use  two  or  more   ask  friends  before   while  shopping  is  a   technologies  to  shop   purchasing   personalized  and  relevant   experience   8   Source: Institute for Business Value Retail 2011 Global = 30624 © 2011 IBM Corporation
  • 9. Today’s  consumers  are  fundamentally  changing  industries,  brands,   interac:ons,  and  rela:onships   “Sales of 4,500,000 iPads in 3Q 2010”* 9   Source: :Fortune October 5, 2010 http://tech.fortune.cnn.com/2010/10/05/how-many-ipads-has-apple-really-sold/ © 2011 IBM Corporation
  • 10. Consumer  expecta:ons  exceed  retailer  capabili:es   Consumers  want  retailers  to…   Listen: Engage in a continuous and relevant dialogue by embracing the consumer’s voice to influence products, services and brands Know: Leverage customer profiles and preferences across all touchpoints to understand and anticipate behavior in order to personalize offers and interactions Empower: Provide access to pricing and inventory to enable convenience and product accessibility for the demanding and price-sensitive consumer 10   © 2011 IBM Corporation
  • 11. Consequently,  retailers  are  seeing  shrinking  margins,  blurring  of  business   models  and  increased  compe::on…   In  this  new  era,  retailers  are  seeing:    Commodi:za:on  of  products  as  lifecycles  grow  shorter  and   product  is  replicated  across  new  outlets    Mobilized  shopping  based  on  the  connected  consumer’s   access  to  informa:on  anywhere  any  :me    Channel  expansion  through  ecommerce,  social,  and  mobile  to   reduce  cost  of  entry 11 © 2011 IBM Corporation
  • 12. …causing  these  retailers  to  ask  ques:ons  along  three  key  dimensions  of   the  customer  rela:onship   What  value  should  I  bring?   Who  is  my  customer?   In  turn,  you  must  re-­‐think   In  today’s  fast-­‐paced  business,   how  your  customers  define   you  require  real-­‐:me     value  so  you  can  deliver   insights,  that  allow  you  to     exactly  what  they  want  —   turn  informa:on  into   profitably   immediate  ac:on   How  do  I  engage  with  them?   Customer   You  need  an  approach  that   allows  you  to  more  effec:vely   connect,  collaborate,  conduct   …increasing  the  value  companies  generate   commerce  and  create  a   for  their  customers  and  supply  chain   differen:ated  customer   partners  in  a  rapidly  changing  digital  world     experience       12   © 2011 IBM Corporation
  • 13. At  IBM  we  call  the  approach  forward:  Smarter  Commerce     Smarter  Commerce  combines  IBM  products,  services,  and  assets  into  an  integrated  approach   to  help  retailers  put  the  customer  at  the  center  of  their  business   Who  is  my   customer?   Drives  intelligent   Creates   and  adap;ve   personalized  and   supply  networks   relevant  offers   based  on   with  seamless     consumer  demand   cross-­‐channel   interac;ons   Supply  &   Merchandise   Market   Serve   Customer   Sell   An;cipates   Enables  customers   behavior  and   and  partners  to     delivers  flawless   buy  what  they   customer   want,  any;me  and   service  across   anywhere   all  channels   13   © 2011 IBM Corporation
  • 14. Retailers  benefit  from  a  Smarter  Commerce  approach…   It  maximizes  the  insight   It  capitalizes  on   generated  through   social  and  mobile   customer  interacAons       commerce   It  drives  growth  by   It  synchronizes  enAre   enhancing,  extending   operaAng  network  to   and  redefining  the   deliver  consistent  and   value  provided   predictable  outcomes   Customer   It  increases  margins  by   It  gives  customers  control   boosAng  efficiency  at  every   and  influence  of  their   stage  of  the  commerce  cycle   shopping  experience   14   © 2011 IBM Corporation
  • 15. What  Smarter  Commerce  means  to  these  clients   Supply  &   Market   Merchandise   Sell   Serve   Op:mized  inventory   Increased  sales  per  web   Cross-­‐channel  order   Increased  customer   assortments  and   visitor  by  41%.  Also   and  inventory   sa:sfac:on  by   product  availability  by   increased  open     awareness  improved   increasing  fill  rates  and   analyzing  400,000   and  click-­‐through     efficiency  and  fill  rate   reducing  backorders  by   items   rates  to  five  :mes  the     on  web  orders  to   85%   industry  average   nearly  100  percent   15   © 2011 IBM Corporation
  • 16. Agenda    IBM  introduc:on  to  Smarter  Commerce    How  Smarter  Commerce  cross-­‐channel  impacts  the  customer    Roundtable  ques:ons    Audience  ques:ons   16   © 2011 IBM Corporation
  • 17. Two  key  Smarter  Commerce  cross-­‐channel  customer  interac:ons     Integra:ng  a  seamless  customer  experience  across  mul:ple   interac:on  channels     Capturing  consumer  behavior  allows  for  personaliza:on   17   © 2011 IBM Corporation
  • 18. To  the  consumer,  Smarter  Commerce  solu:ons  deliver  a  seamless   shopping  experience  across  various  touchpoints   IntegraAng  a  seamless  customer  experience  across  mulAple  interacAon  channels     Web  (WebSphere  Commerce  &  Portal)     Mobile  (WebSphere  Commerce  Mobile  Store)     In  Store  POS,  Digital  Promo:ons,  Kiosks  (Retail  Store  Solu:ons)     Call  center  (Sterling  Order  Management  –  Call  Center)   “Web”   Social  Media   “Social  Networks”   “Mobile”   Customer   “Store  POS  &   “Call  Center”   Kiosks”   Sterling  Order  Management  –   Retail  Store  Systems   Call  Center   18   © 2011 IBM Corporation
  • 19. Smarter  Commerce  solu:ons  capture  consumer  behavior  and  allows  for   personaliza:on     Take  ac:on  based  on  a  consistent  view  of  a  consumer’s  order  across  mul:ple  channels     Coremetrics  is  used  to  track  consumer  ac:ons,  and  make  relevant  recommenda:ons     The  e-­‐commerce  web  site  and  order  capture  is  provided  by  WebSphere  Commerce     Sterling  Order  Management  maintains  a  consistent  view  of  the  consumer’s  order     Unica  creates  and  manages  specific  promo:onal  campaigns  and  offers     The  POS  from  Retail  Store  Systems  integrates  with  the  en:re  system  to  process  promo:ons,  tally   items,  take  payment,  and  complete  the  transac:on   Consumer  receives     targeted  TV  promoAon   Consumer  phones  the  call  center  to   by  Unica   check  the  delivery  Aming.  Call  center   advises  that  TV  is  in  a  local  store  for   Consumer  saves  the   immediate  pickup       transacAon  in  their   Consumer  is  targeted   shopping  cart  using   Sterling  Order  Management and  shown  a  web  ad   WebSphere  Commerce   based  on  what  they  are   POS  prompts  to   searching  online.   recommend  an   Content  was  selected  by   Consumer    uses   offer  for   Coremetrics   mobile  phone  to  both   extended   price  compare  and     Consumer  visits  the   warranty  …   store  to  pickup  the   sold!   then  complete  their   TV,  views  the  order   original  order     via  the  IBM  Kiosk/ POS   Capture  responses  and  refine   19   © 2011 IBM Corporation
  • 20. Agenda    IBM  introduc:on  to  Smarter  Commerce    How  Smarter  Commerce  cross-­‐channel  impacts  the  customer    Roundtable  ques:ons    Audience  ques:ons   20   © 2011 IBM Corporation
  • 21. Audience  QuesAons?       For  more  informa:on:   Jim    Bengier   jbengier@us.ibm.com   21   © 2011 IBM Corporation
  • 22. Your  GoToWebinar  A/endee  Viewer  is  made  of  2  parts:   1.  Viewer  Window   2.  Control  Panel   Type  your  quesAon  here  
  • 23. SPEAKER SPEAKER SPEAKER Moderator Chap Achen Jim Bengier John Mesberg Senior Director of Multi- Global Retail Executive Vice President, B2B & Debbie Hauss Channel Order Mgt. Sterling Commerce, an Commerce Solutions Editor-in-Chief IBM Company IBM Retail Best Buy @BestBuy @SterlingComm @IBM TouchPoints @RTouchPoints
  • 24. You can download this presentation here: http://rtou.ch/connected-consumer