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© 2014 IBM Corporation1
Holiday Recap and
2014 Outlook
© 2014 IBM Corporation2
Today’s presenters
Sucharita Mulpuru
Principal Analyst
Forrester
@smulpuru
Jay Henderson
Strategy ...
© 2014 IBM Corporation3
Agenda
› 2013 Recap
› Key US dates and trend
› Views from around the globe
› Shopper behavior
› In...
© 2014 IBM Corporation4
Compare performance against industry peers with
IBM Digital Analytics Benchmark
 Over 3,000 sites...
© 2014 IBM Corporation5
Wide range of free holiday benchmark resources available
 Benchmark Reporting
 Reports pulled on...
© 2014 IBM Corporation6
Thanksgiving Day had a dramatic spike starting at 5 PM PST as
stores began early Black Friday prom...
© 2014 IBM Corporation7
While Thanksgiving continues its growth year over year, Black
Friday still delivers considerably h...
© 2014 IBM Corporation8
Cyber Monday continues to be the biggest online shopping day of
the year
Source: IBM Digital Analy...
© 2014 IBM Corporation9
Mobile shopping soars
 As a percentage of all online traffic and sales, Thanksgiving was the high...
© 2014 IBM Corporation10
Smartphones to Browse, Tablets to Buy
Source: IBM Digital Analytics Benchmark
#SmarterCommerce @s...
© 2014 IBM Corporation11
Retailers “Push” Promotions to Mobile Shoppers
Source: IBM Digital Analytics Benchmark
 Thanksgi...
© 2014 IBM Corporation12
Agenda
› 2013 Recap
› Key US dates and trend
› Views from around the globe
› Shopper behavior
› I...
© 2014 IBM Corporation13
Around the globe….
Online sales increased by 31.6% compared to the same Monday
in 2012 with mobil...
© 2014 IBM Corporation14
Mobile traffic and sales have reached a tipping point…across the
globe
Source: IBM Digital Analyt...
© 2014 IBM Corporation15
Smartphone to brows, tablets to buy….
Source: IBM Digital
Analytics Benchmark
#SmarterCommerce @s...
© 2014 IBM Corporation16
Agenda
› 2013 Recap
› Key US dates and trend
› Views from around the globe
› Shopper behavior
› I...
© 2013 Forrester Research, Inc. Reproduction Prohibited 17
Early November was strong
#SmarterCommerce @smulpuru @jay_hende...
© 2013 Forrester Research, Inc. Reproduction Prohibited 18
The myth of holiday shopping is that it’s
about gifts
Who were ...
© 2013 Forrester Research, Inc. Reproduction Prohibited 19
This could explain the soft early
December
Pre-Thanksgiving Tha...
© 2013 Forrester Research, Inc. Reproduction Prohibited 20
Deals were often the same on key dates…
CyberMonday 2012 CyberM...
© 2013 Forrester Research, Inc. Reproduction Prohibited 21
…in some cases there were higher hurdles
#SmarterCommerce @smul...
© 2013 Forrester Research, Inc. Reproduction Prohibited 22
Disproportionate volume occurs toward
the end of the holiday se...
© 2013 Forrester Research, Inc. Reproduction Prohibited 23
Web shoppers continue to abandon
stores during key time periods...
© 2014 IBM Corporation24
Agenda
› 2013 Recap
› Key US dates and trend
› Views from around the globe
› Shopper behavior
› I...
© 2013 Forrester Research, Inc. Reproduction Prohibited 25
1. The last mile wars are just beginning
Timeframe Offer 2011 2...
© 2013 Forrester Research, Inc. Reproduction Prohibited 26
But the postal service is in dire straits
$0.90
$(15.10)
$(21.3...
© 2013 Forrester Research, Inc. Reproduction Prohibited 27
It is hard to match the postal service
Major carriers Regional ...
© 2013 Forrester Research, Inc. Reproduction Prohibited 28
What happens next is well-documented
#SmarterCommerce @smulpuru...
© 2013 Forrester Research, Inc. Reproduction Prohibited 29
Cost reduction is already in motion
Early retirement packages
R...
© 2013 Forrester Research, Inc. Reproduction Prohibited 30
Cost increases for parcels are one of the
only levers
Revenue
s...
© 2013 Forrester Research, Inc. Reproduction Prohibited 31
Add to that, holiday crunches
#SmarterCommerce @smulpuru @jay_h...
© 2013 Forrester Research, Inc. Reproduction Prohibited 32
Omnichannel is now an imperative
#SmarterCommerce @smulpuru @ja...
© 2013 Forrester Research, Inc. Reproduction Prohibited 33
2. Mobile madness maddens
8% 5% 9% 8% 9% 10% 8% 3%
13% 7% 8%
13...
© 2013 Forrester Research, Inc. Reproduction Prohibited 34
Top eCommerce priority in 2014: mobile
3%
3%
4%
14%
14%
19%
19%...
© 2013 Forrester Research, Inc. Reproduction Prohibited 35
Mobile investments are often still
modest
#SmarterCommerce @smu...
© 2013 Forrester Research, Inc. Reproduction Prohibited 36
This is a classic first mover dilemma
Source: The Half-Truth of...
© 2013 Forrester Research, Inc. Reproduction Prohibited 37
#SmarterCommerce @smulpuru @jay_henderson
© 2013 Forrester Research, Inc. Reproduction Prohibited 38
Here are some of the early winners
#SmarterCommerce @smulpuru @...
© 2013 Forrester Research, Inc. Reproduction Prohibited 39
3. EDLP dies…because the web always
has a lower price
35% use p...
© 2013 Forrester Research, Inc. Reproduction Prohibited 40
The store “premium” isn’t large
How much more would you conside...
© 2013 Forrester Research, Inc. Reproduction Prohibited 41
For commodities, this type of price
difference gets tougher
Sou...
© 2013 Forrester Research, Inc. Reproduction Prohibited 42
#SmarterCommerce @smulpuru @jay_henderson
© 2013 Forrester Research, Inc. Reproduction Prohibited 43
Summary of Insights for 2014
› There probably won’t be a reprie...
© 2013 IBM Corporation44
Customers know more
Customers demand more
Your business expects more
Marketing must re-imagine it...
© 2014 IBM Corporation45
It’s awfully hard to re-imagine customer engagement when the
technology infrastructure looks like...
© 2014 IBM Corporation46
A modular solution - so
you only have to buy and adopt
what you need, that you can
expand over ti...
© 2014 IBM Corporation47
Understand Engage
Optimize
IBM Marketing and Merchandising solutions empower clients to
understan...
© 2014 IBM Corporation48
Digital
Marketers
MerchandisersMarketers eCommerce
Professionals
Customer
Service
IBM Marketing a...
© 2014 IBM Corporation49
IBM continues to build out an industry leading portfolio of technologies
Digital
Marketers
Mercha...
© 2014 IBM Corporation50
IBM continues to build out an industry leading portfolio of technologies
to enable retailers
50
#...
© 2014 IBM Corporation51
Additional holiday benchmark analysis & best practice guides
www.ibm.com/benchmark
#SmarterCommer...
© 2014 IBM Corporation52
Questions?
Sucharita Mulpuru
Principal Analyst
Forrester
@smulpuru
Jay Henderson
Strategy Directo...
Be a part of Smarter Commerce Global Summit 2014
Customers expect instant gratification, and a single moment can create a ...
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IBM Online Retail Holiday Shopping Recap and 2014 Outlook

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Get an overview of the 2013 holiday online retail performance. See real–time data from Black Friday and Cyber Monday—and discover the trends that can help you prepare your omni–channel approach in the year ahead. Visit www.ibm.com/benchmark to learn more.

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IBM Online Retail Holiday Shopping Recap and 2014 Outlook

  1. 1. © 2014 IBM Corporation1 Holiday Recap and 2014 Outlook
  2. 2. © 2014 IBM Corporation2 Today’s presenters Sucharita Mulpuru Principal Analyst Forrester @smulpuru Jay Henderson Strategy Director, Enterprise Marketing Management @jay_henderson #SmarterCommerce @smulpuru @jay_henderson
  3. 3. © 2014 IBM Corporation3 Agenda › 2013 Recap › Key US dates and trend › Views from around the globe › Shopper behavior › Insights for 2014 #SmarterCommerce @smulpuru @jay_henderson
  4. 4. © 2014 IBM Corporation4 Compare performance against industry peers with IBM Digital Analytics Benchmark  Over 3,000 sites participated  Aggregate index  Compare against industry  Compare against peers  Geographic coverage  US, UK, AU, Europe, World Wide  Industry specific  Retail  Content  Financial Services  Travel  Segment specific  Apparel  Department Stores  Health and Beauty  And 12 others. . . #SmarterCommerce @smulpuru @jay_henderson
  5. 5. © 2014 IBM Corporation5 Wide range of free holiday benchmark resources available  Benchmark Reporting  Reports pulled on key dates and within key date ranges for intra-day, DtD, WtW and YtY comparisons  Key Messages, Graphs and Tables included in outputs including Press Alerts, Releases and Reports  US Retail & Retail sub-verticals  Black Friday, Cyber Monday Reports  UK Retail  Nov 25 Mega Monday  Dec 2 Cyber Monday  AU Retail  Nov 19-20 Click Frenzy  For all three countries  Post-Christmas  Holiday Recap Reports www.ibm.com/benchmark #SmarterCommerce @smulpuru @jay_henderson
  6. 6. © 2014 IBM Corporation6 Thanksgiving Day had a dramatic spike starting at 5 PM PST as stores began early Black Friday promotions 19.7% increase in online retail sales Thanksgiving Day 2013 over last year Source: IBM Digital Analytics Benchmark #SmarterCommerce @smulpuru @jay_henderson
  7. 7. © 2014 IBM Corporation7 While Thanksgiving continues its growth year over year, Black Friday still delivers considerably higher sales. 18.9% increase in online retail sales Black Friday 2013 over last year Source: IBM Digital Analytics Benchmark #SmarterCommerce @smulpuru @jay_henderson
  8. 8. © 2014 IBM Corporation8 Cyber Monday continues to be the biggest online shopping day of the year Source: IBM Digital Analytics Benchmark 20.6% increase in online retail sales Cyber Monday 2013 over last year #SmarterCommerce @smulpuru @jay_henderson
  9. 9. © 2014 IBM Corporation9 Mobile shopping soars  As a percentage of all online traffic and sales, Thanksgiving was the highest at 42.6% and 25.8%, respectively  However, Cyber Monday saw the most growth year over year with increases of 44.9% and 55.4% for percentage traffic and sales, respectively Source: IBM Digital Analytics Benchmark #SmarterCommerce @smulpuru @jay_henderson
  10. 10. © 2014 IBM Corporation10 Smartphones to Browse, Tablets to Buy Source: IBM Digital Analytics Benchmark #SmarterCommerce @smulpuru @jay_henderson
  11. 11. © 2014 IBM Corporation11 Retailers “Push” Promotions to Mobile Shoppers Source: IBM Digital Analytics Benchmark  Thanksgiving Day and Black Friday  On average, retailers sent 37 percent more push notifications during the two day period of Thanksgiving Day and Black Friday – when compared to daily averages over the past two months.  Average daily retail app installations also grew by 23 percent using the same comparison.  Retailers sent more notifications on Thanksgiving Day than Black Friday.  Cyber Monday  On average, retailers sent 77 percent more push notifications –– when compared to daily averages over the past two months.  Average daily retail app installations grew by 29 percent using the same comparison. #SmarterCommerce @smulpuru @jay_henderson
  12. 12. © 2014 IBM Corporation12 Agenda › 2013 Recap › Key US dates and trend › Views from around the globe › Shopper behavior › Insights for 2014 #SmarterCommerce @smulpuru @jay_henderson
  13. 13. © 2014 IBM Corporation13 Around the globe…. Online sales increased by 31.6% compared to the same Monday in 2012 with mobile percent of sales growing by 94%, exceeding 33% of all online sales Australia’s Click Frenzy – November 19 – 20, 2013 Online sales increased by 16.3% compared to the same Monday in 2012 with mobile percent of sales growing by 43%, exceeding 17.7% of all online sales UK Cyber Monday- December 2, 2013 Source: IBM Digital Analytics Benchmark #SmarterCommerce @smulpuru @jay_henderson
  14. 14. © 2014 IBM Corporation14 Mobile traffic and sales have reached a tipping point…across the globe Source: IBM Digital Analytics Benchmark #SmarterCommerce @smulpuru @jay_henderson
  15. 15. © 2014 IBM Corporation15 Smartphone to brows, tablets to buy…. Source: IBM Digital Analytics Benchmark #SmarterCommerce @smulpuru @jay_henderson
  16. 16. © 2014 IBM Corporation16 Agenda › 2013 Recap › Key US dates and trend › Views from around the globe › Shopper behavior › Insights for 2014 #SmarterCommerce @smulpuru @jay_henderson
  17. 17. © 2013 Forrester Research, Inc. Reproduction Prohibited 17 Early November was strong #SmarterCommerce @smulpuru @jay_henderson Source: IBM Digital Analytics Benchmark
  18. 18. © 2013 Forrester Research, Inc. Reproduction Prohibited 18 The myth of holiday shopping is that it’s about gifts Who were you shopping for today? Pre-Thanksgiving Thanksgiving CyberMonday CyberWeek Base: online consumers who purchased online during the given timeframe Source: Bizrate Insights/Forrester Holiday Flash Survey, 2013 56% 42% 8% 4% Myself Gifts for others Non-gifts for others Business 53% 52% 7% 3% 49% 57% 6% 4% 44% 56% 7% 4% #SmarterCommerce @smulpuru @jay_henderson
  19. 19. © 2013 Forrester Research, Inc. Reproduction Prohibited 19 This could explain the soft early December Pre-Thanksgiving Thanksgiving CyberMonday CyberWeek Base: online consumers who purchased online during the given timeframe Source: Bizrate Insights/Forrester Holiday Flash Survey, 2013 17% 13% I love deals! The more, the merrier I will only buy if I have a sale, deal or promotion 24% 20% 23% 22% 22% 17% Which of the following best characterizes your feelings about online deals, promotions, and specials around the holidays? #SmarterCommerce @smulpuru @jay_henderson
  20. 20. © 2013 Forrester Research, Inc. Reproduction Prohibited 20 Deals were often the same on key dates… CyberMonday 2012 CyberMonday 2013 #SmarterCommerce @smulpuru @jay_henderson
  21. 21. © 2013 Forrester Research, Inc. Reproduction Prohibited 21 …in some cases there were higher hurdles #SmarterCommerce @smulpuru @jay_henderson
  22. 22. © 2013 Forrester Research, Inc. Reproduction Prohibited 22 Disproportionate volume occurs toward the end of the holiday season Timeframe Total days Percent of online sales during peak 2012-2013 growth Pre-11/25 24 26% 25% 11/25-12/7 (Thanksgiving, Cyber Week) 13 25% 15% 12/8-12/24 17 40% 15% Post 12/24 7 9% 10% Average daily eCommerce package volume (non-peak): 7MM Average daily eCommerce package volume (peak): 46MM
  23. 23. © 2013 Forrester Research, Inc. Reproduction Prohibited 23 Web shoppers continue to abandon stores during key time periods Pre-Thanksgiving Thanksgiving CyberMonday CyberWeek Base: online consumers who purchased online during the given timeframe Source: Bizrate Insights/Forrester Holiday Flash Survey, 2013 69% 83% I shopped in stores less because I shopped online instead I prefer to shop online rather than go to crowded stores during Thanksgiving weekend 79% 87% 75% 82% 65% 81% % agreeing with statement #SmarterCommerce @smulpuru @jay_henderson
  24. 24. © 2014 IBM Corporation24 Agenda › 2013 Recap › Key US dates and trend › Views from around the globe › Shopper behavior › Insights for 2014 #SmarterCommerce @smulpuru @jay_henderson
  25. 25. © 2013 Forrester Research, Inc. Reproduction Prohibited 25 1. The last mile wars are just beginning Timeframe Offer 2011 2012 2013 Pre-Thanksgiving Free shipping no threshold 20% 20% 32% Free shipping with threshold 25% 23% 18% Thanksgiving Weekend Free shipping no threshold 26% 24% 40% Free shipping with threshold 29% 27% 21% Cyber Monday Free shipping no threshold 33% 29% 32% Free shipping with threshold 26% 27% 28% Cyber Week Free shipping no threshold 23% 23% 25% Free shipping with threshold 25% 25% 25% Source: Bizrate Insights/Forrester Holiday Flash studies Which types of deals did you take advantage of for today’s purchase? Base: recent online buyers #SmarterCommerce @smulpuru @jay_henderson
  26. 26. © 2013 Forrester Research, Inc. Reproduction Prohibited 26 But the postal service is in dire straits $0.90 $(15.10) $(21.30) 2006 2014 (F)* 2016 (F) * Includes retirement benefits pre-funding requirement Source: USPS Net Income/Loss for USPS in US$B #SmarterCommerce @smulpuru @jay_henderson
  27. 27. © 2013 Forrester Research, Inc. Reproduction Prohibited 27 It is hard to match the postal service Major carriers Regional upstarts #SmarterCommerce @smulpuru @jay_henderson
  28. 28. © 2013 Forrester Research, Inc. Reproduction Prohibited 28 What happens next is well-documented #SmarterCommerce @smulpuru @jay_henderson
  29. 29. © 2013 Forrester Research, Inc. Reproduction Prohibited 29 Cost reduction is already in motion Early retirement packages Retail shared with other stores Clustered delivery boxes Fewer delivery days √ √ ? ? #SmarterCommerce @smulpuru @jay_henderson
  30. 30. © 2013 Forrester Research, Inc. Reproduction Prohibited 30 Cost increases for parcels are one of the only levers Revenue source This means… Elastic? Profitable? First class Envelopes Not so much Very Business delivery Catalogs, magazines Very Not so much Parcels eCommerce shipments Not so much Very #SmarterCommerce @smulpuru @jay_henderson
  31. 31. © 2013 Forrester Research, Inc. Reproduction Prohibited 31 Add to that, holiday crunches #SmarterCommerce @smulpuru @jay_henderson
  32. 32. © 2013 Forrester Research, Inc. Reproduction Prohibited 32 Omnichannel is now an imperative #SmarterCommerce @smulpuru @jay_henderson
  33. 33. © 2013 Forrester Research, Inc. Reproduction Prohibited 33 2. Mobile madness maddens 8% 5% 9% 8% 9% 10% 8% 3% 13% 7% 8% 13% 14% 12% 13% 14% 13% 15% 8% 15% 12% 13% 79% 81% 79% 79% 77% 77% 77% 89% 72% 81% 79% Average <$25MM $25-100MM $100MM Store-based retailer Pureplay Manufacturer Catalog and other multichannel <4 years old 4-10 years old >10 years Smartphone Tablet Other Web (e.g. PC) % of web revenue transacted on each device Source: The State of Retailing Online 2014: Key Metrics #SmarterCommerce @smulpuru @jay_henderson
  34. 34. © 2013 Forrester Research, Inc. Reproduction Prohibited 34 Top eCommerce priority in 2014: mobile 3% 3% 4% 14% 14% 19% 19% 26% 36% 46% 53% Customer service Social Fulfillment Merchandising improvements International expansion Checkout overhaul Replatform Omnichannel efforts Marketing Site overhaul Mobile Examples/Definitions Responsive design, mobile site optimization, tablet redesign Redesign (not specific to responsive design), personalization, site usability, content management system integration, taxonomy improvements Brand marketing, search optimization, customer acquisition, loyalty and CRM In-store pickup, order management system overhaul New platform integration, site performance Alternative payments, checkout optimization Growth to key markets like BRIC Videos, on-site selection improvement, enhancing marketplace and drop ship capabilities Speed to ship packages, order visibility Integration with Instagram and Pinterest Integration of live chat Source: The State of Retailing Online 2014: Key Metrics #SmarterCommerce @smulpuru @jay_henderson
  35. 35. © 2013 Forrester Research, Inc. Reproduction Prohibited 35 Mobile investments are often still modest #SmarterCommerce @smulpuru @jay_henderson
  36. 36. © 2013 Forrester Research, Inc. Reproduction Prohibited 36 This is a classic first mover dilemma Source: The Half-Truth of First Mover Advantage, HBR 2005 Pace of market evolution Pace of technology evolution Faster Faster Rough waters 1st mover wins Calm waters Loser box Mobile today #SmarterCommerce @smulpuru @jay_henderson
  37. 37. © 2013 Forrester Research, Inc. Reproduction Prohibited 37 #SmarterCommerce @smulpuru @jay_henderson
  38. 38. © 2013 Forrester Research, Inc. Reproduction Prohibited 38 Here are some of the early winners #SmarterCommerce @smulpuru @jay_henderson
  39. 39. © 2013 Forrester Research, Inc. Reproduction Prohibited 39 3. EDLP dies…because the web always has a lower price 35% use phones to research prices IN STORES 35% of showroomers use search to compare prices 32% of showroomers find it easy vs 11% who find it difficult 37% of showroomers plan to reesarch prices more on their mobile devices in the future Source: Forrester Life Cycle Survey, Q1 2013: Forrester-Aprimo Research #SmarterCommerce @smulpuru @jay_henderson
  40. 40. © 2013 Forrester Research, Inc. Reproduction Prohibited 40 The store “premium” isn’t large How much more would you consider paying to purchase a product in a physical store rather than buying it online so that you could have the product immediately rather than wait for it to be shipped to you? 52% 18% 6% 4% 4% 3% 1-5% higher in store 6-10% higher in store 11-15% higher in store 16-20% higher in store 21-25% higher in store More than 25% higher in store Source: Forrester Life Cycle Survey, Q1 2013 #SmarterCommerce @smulpuru @jay_henderson
  41. 41. © 2013 Forrester Research, Inc. Reproduction Prohibited 41 For commodities, this type of price difference gets tougher Source: 360pi #SmarterCommerce @smulpuru @jay_henderson
  42. 42. © 2013 Forrester Research, Inc. Reproduction Prohibited 42 #SmarterCommerce @smulpuru @jay_henderson
  43. 43. © 2013 Forrester Research, Inc. Reproduction Prohibited 43 Summary of Insights for 2014 › There probably won’t be a reprieve in shipping expenses, but omnichannel investments can insulate retailers from unwelcome suprises › We are just beginning to see “mobile unique” solutions; if you can create one, you will amplify your mobile success › Dynamic pricing is here to stay and will become standard for the most commoditized categories; ultimately, merchandising strategies change a lot #SmarterCommerce @smulpuru @jay_henderson
  44. 44. © 2013 IBM Corporation44 Customers know more Customers demand more Your business expects more Marketing must re-imagine its role #SmarterCommerce @smulpuru @jay_henderson
  45. 45. © 2014 IBM Corporation45 It’s awfully hard to re-imagine customer engagement when the technology infrastructure looks like this… Customer Database Files Files Files Web Analytics Provider Website Behavioral Targeting Product & Content Recos Customer Insight Tool Predictive Analytics Email Service Provider Data warehouse Files Marketing Finance Mgmt Digital Asset Mgmt Call Center / Inbound Decisioning Marketing Operations Management Lead Management SMS Marketing Files Local Marketing Mobile Push Notifications Mobile Marketing Files Files Files Social Marketing App/Widget Creation Campaign Management Files Contact Optimization Transactions Search Bid Management SEO Files Marketing Mix Modeling #SmarterCommerce @smulpuru @jay_henderson
  46. 46. © 2014 IBM Corporation46 A modular solution - so you only have to buy and adopt what you need, that you can expand over time Choosing the right technology for marketing Preferably an integrated suite that has multiple entry points Open solution so you can integrate it into your existing infrastructure #SmarterCommerce @smulpuru @jay_henderson
  47. 47. © 2014 IBM Corporation47 Understand Engage Optimize IBM Marketing and Merchandising solutions empower clients to understand and engage customers in context across channels #SmarterCommerce @smulpuru @jay_henderson
  48. 48. © 2014 IBM Corporation48 Digital Marketers MerchandisersMarketers eCommerce Professionals Customer Service IBM Marketing and Merchandising solutions empower clients to understand and engage customers across departments #SmarterCommerce @smulpuru @jay_henderson
  49. 49. © 2014 IBM Corporation49 IBM continues to build out an industry leading portfolio of technologies Digital Marketers MerchandisersMarketers eCommerce Professionals Customer Service Omni-Channel Marketing Omni-Channel Commerce Omni-Channel Merchandise Optimization Customer Experience for Service & Digital Marketing Customer Analytics Real-time Personalization #SmarterCommerce @smulpuru @jay_henderson
  50. 50. © 2014 IBM Corporation50 IBM continues to build out an industry leading portfolio of technologies to enable retailers 50 #SmarterCommerce @smulpuru @jay_henderson
  51. 51. © 2014 IBM Corporation51 Additional holiday benchmark analysis & best practice guides www.ibm.com/benchmark #SmarterCommerce @smulpuru @jay_henderson
  52. 52. © 2014 IBM Corporation52 Questions? Sucharita Mulpuru Principal Analyst Forrester @smulpuru Jay Henderson Strategy Director, IBM, Enterprise Marketing @jay_henderson www.ibm.com/benchmark #SmarterCommerce @smulpuru @jay_henderson
  53. 53. Be a part of Smarter Commerce Global Summit 2014 Customers expect instant gratification, and a single moment can create a lasting impression. To gain customer loyalty—and to differentiate yourself from the competition—you need to exceed expectations and make those moments count. At the 2014 Smarter Commerce Global Summit, you’ll discover innovative ways to become essential to your customers, partners, and suppliers by integrating intelligence into every commerce process and making every interaction personal, memorable, and valuable. Jay Baer, marketing strategist, speaker, author and President of the social media and content marketing consultancy Convince & Convert, returns as host of the SCGS General Sessions Share your expertise in Tampa! Submit your proposal to present at Smarter Commerce Global Summit 2014 and tell your story. www.ibm.com/commerce-summit

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