the digital consumer: know me, inform me, make it easy and get it to me
TRANSCRIPT
consulting | technology | outsourcing
High performance. Delivered. The Power Shift: Working for your Digital Customer
the digital customer is at the
of the seamless experience
epicenter
the most improvement?
A. Online B. mobile C. in store D. how all three
work together
what part of the shopping experience do customers think requires
the most improvement?
A. Online B. mobile C. in store D. how all three
work together
what part of the shopping experience do Retailers think their customers wants
0.0% 12.7%
9.1% 78.2%
CONSISTENT EXPERIENCE
CONNECTED SHOPPING
FLEXIBLE FULFILLMENT & RETURNS
integrated merchandising
PERSONALIZED INTERACTIONS
BETTER, FASTER & MEMORABLE
7
3
5
7
3
3
WHAT are consumers‘ `report cards?
REPORT CARD?
HOW MUCH OF customers EXPECTATIONS are
Met TODAY?
A. 100% B. 75-99% C. 50-74% D. 25-49% E. < 25%
20.5% 45.5%
27.3% 4.6%
2.3%
what’s your organization’s biggest obstacle
A. pace of change B. evolution of organization C. prioritizing it investments D. talent E. conflicting priorities F. cost
to meeting the customers needs?
19.1% 21.4%
23.8% 11.9%
14.3% 9.5%
who’s making the grade?
how should retailers invest?
decrease how painful it is
for them to get it
2 GOALS
increase how much customers want something
experience areas four customer
know me inform me get it to me make it easy and engaging for me
building blocks
seven 1. unlock big data 2. double down on analytics 3. 100% inventory visibility 4. engaging content 5. thoughtfully designed experience 6. reimagine supply chain 7. rethink your p&l
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