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The Digital Consumer: Know me, Inform me, Make it easy and Get it to me

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The Digital Consumer is at the epicenter of the seamless experience. Discover what's organizations' biggest obstacle to meeting consumers' needs.

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The Digital Consumer: Know me, Inform me, Make it easy and Get it to me

  1. 1. consulting | technology | outsourcing High performance. Delivered. The Power Shift: Working for your Digital Customer
  2. 2. the digital customer is at the of the seamless experience epicenter
  3. 3. 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
  4. 4. 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%
  5. 5. CONSISTENTEXPERIENCE CONNECTEDSHOPPING FLEXIBLE FULFILLMENT& RETURNS integratedmerchandising PERSONALIZED INTERACTIONS BETTER,FASTER & MEMORABLE 7 3 5 7 3 3 WHAT are consumers‘ `report cards? REPORT CARD?
  6. 6. 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%
  7. 7. 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%
  8. 8. who’s making the grade?
  9. 9. how should retailers invest?
  10. 10. decrease how painful it is for them to get it 2 GOALS increase how much customers want something
  11. 11. experience areas four customer know me inform me get it to memake it easy and engaging for me
  12. 12. building blocks seven 1. unlock big data 2. double down on analytics 3. 100% inventory visibility 4. engaging content 5. thoughtfully designedexperience 6. reimagine supply chain 7. rethink your p&l
  13. 13. for more information visit: And FOLLOW US ON TWITTER @ACCENTURERETAIL

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