SlideShare a Scribd company logo
1© iVentures Consulting 2014
eShopper
Index ®eShopper
Index
Digital strategy for retail: OmniChannel
®
May 7th, 2014
#hivedata
@cbiget
@iventuresC
2© iVentures Consulting 2014
eShopper
Index ®
About us
§  iVentures Consulting is a management consulting firm dedicated to
digital strategy, founded in 2005 and based in Paris and San Francisco
§  iVentures Consulting mainly works in the Fashion, Luxury, Cosmetics, Retail,
Travel, Media & Entertainment sectors
Digital Business strategy
§  Omnichannel and digital
strategy diagnosis and
definition
§  Organization, business
planning and road map
§  Business intelligence
§  Support to implementation
Digital skill development
of top managers and
executives
§  Training
§  Digital academy
§  Learning expeditions
§  Reverse mentoring …
eShopper Index
§  Ranking & Analysis of
leading companies’’ E-
Commerce performances all
along the customer journey
3© iVentures Consulting 2014
eShopper
Index ®
Today, the question is not to know WHERE
customers buy but HOW they buy
IN THE
PAST
Physical retail and E-Commerce
were two distinct experiences
TODAY
Retail 2.0: a unique & fluid
customer experience without
breaches
4© iVentures Consulting 2014
eShopper
Index ®
What is eShopper Index?
§  The only International Index to:
ü  analyze & rank leading companies’
E-Commerce performances all
along the customer journey
ü  cover 13 sub-steps of the
customer journey through over
250 criteria
ü  allow cross sector comparisons
through over 130 companies in 11
sectors all over the world
Website Mobile
Social
platforms
Customer
services
CRM
OmniChannel
5© iVentures Consulting 2014
eShopper
Index ®
2014 eShopper Index
13 sub-steps measured
OmniChannel
Before
purchase SEO/ SEM Social Media Mobile User Interface Product Page
During
purchase Sales Funnel Customer Service Newsletter
After
purchase Communication
emails
Customer AccountDelivery & Package Return & Refund
6© iVentures Consulting 2014
eShopper
Index ®
Overall Ranking of the 130 analyzed
companies
1 Zalando 28 Walmart 55 Thierry Mugler 82 Nocibe 109YSL
2 Zappos 29 Nike 56 Zara 83 Michael Kors 110Columbia
3 Amazon 30 Macy's 57 Benefit Cosmetics 84 Ruelala 111Nespresso
4 Net A Porter 31 Barnes & Noble 58 Louis Vuitton 85 Guerlain 112Boulanger
5 Gap 32 Yoox 59 Coach 86 Baccarat 113Sainsbury's
6 Lacoste 33 Burberry 60 Eveil & Jeux 87 Hermes 114Fresh
7 Fab 34 Estée Lauder 61 Otto 88 Neiman Marcus 115Safeway
8 Nordstrom 35 Mytheresa 62 Farfetch 89 SFR 116Guess
9 Marks & Spencer 36 Gilt 63 Nasty Gal 90 DKNY 117Dior Parfums
10 Ralph Lauren 37 Levi's 64 Toys"R"us 91 Next 118Homebase
11 Target 38 Justfab 65 Calvin Klein 92 Longchamp 119Giorgio Armani
12 Sephora 39 Chanel 66 Apple 93 Neutrogena 120Bouygues Telecom
13 Kate Spade 40 Hugo Boss 67 Saks Fifth Avenue 94 Gucci 121Orange
14 Harrods 41 Tesco 68 Shopbop 95 Marionnaud 1223 Suisses
15 Clinique 42 Décathlon 69 Reebok 96 Dell 123Dolce & Gabbana
16 Sarenza 43 Createurs de Beaute 70 Tommy Hilfiger 97 Argos 124AT&T
17 Bloomingdale’s 44 Bruneau 71 L'Oréal Paris 98 J. Crew 125Sprint
18 John Lewis 45 Bonobos 72 Best Buy 99 Nine West 126Prada
19 La Redoute 46 Yves Rocher 73 Pixmania 100 Carphone Warehouse127Vodafone
20 Fnac 47 Avon 74 Staples 101 Swarovski 128T-Mobile
21 Tory Burch 48 Puma 75 Topshop 102 Lancome 129Ikea
22 Clarins 49 Selfridges 76 Esprit 103 Office Depot 130O2
23 Auchan 50 Tiffany & Co. 77 American Apparel 104 Very
24 Adidas 51 Celio 78 Barneys 105 VentePrivee
25 Sears 52 Mac 79 Costco 106 Quicksilver
26 Asos 53 Marc Jacobs 80 Vestiaire Collective 107 Carrefour
27 H&M 54 Darty 81 Moda Operandi 108 Verizon
7© iVentures Consulting 2014
eShopper
Index ®
Executive summary
What the Top 20 says
§  The best bricks & clicks have
caught up and even surpassed the
pure players:
ü  75% of the top 20, and 79% of all analyzed
companies
TOP 20
1 11
2 12
3 13
4 14
5 15
6 16
7 17
8 18
9 19
10 20 §  The performance of European
companies is neither better nor worse
than that of American companies
§  The Fashion sector emerges as the
winner followed by the Multi-sector
players
ü  Fashion: 50% of the Top 20 for 31% of all
analyzed companies
ü  Only 1 company in luxury and 2 in perfume
and cosmetics
ü  Multi-sector: 25% of the top 20 for only 10%
of analyzed companies
8© iVentures Consulting 2014
eShopper
Index ®
OmniChannel ranking
OmniChannel Top 10
1
2
3
4
5
6
7
8
9
10
§  50% are European, 50% American
§  80% are retailers/ 20% are brands
§  60% are in Consumer
Electronics and multi-sector
9© iVentures Consulting 2014
eShopper
Index ®
OMNICHANNEL
Key figures
69%
31%
% of players with stores or showrooms that
set up at least one OmniChannel service*
Minimum one main
omnichannel service
No omnichanel
services
* At least Pick-up in store or Return in store or Connected device(s) in store
10© iVentures Consulting 2014
eShopper
Index ®
OMNICHANNEL
Key figures
0%
20%
40%
60% 54%
40%
36%
36%
25%
20%
18%
6%
3%
Main OmniChannel services implemented
11© iVentures Consulting 2014
eShopper
Index ®
OMNICHANNEL
Key figures
0%
10%
20%
30%
40%
50%
60%
70%
63%
30%
37%
36%
26%
23%
17%
13%
2%
46% 48%
36%
36%
25%
17%
18%
0% 4%
Main	
  OmniChannel	
  services	
  implemented	
  by	
  region	
  
USA
EUROPE
12© iVentures Consulting 2014
eShopper
Index ®
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
100%	
  
75%	
  
32%	
  
83%	
  
50%	
  
16%	
  
67%	
  
100%	
  
8%	
  
14%	
  
50%	
  
40%	
  
80%	
  
100%	
  
64%	
   67%	
  
100%	
  
37%	
  
89%	
  
67%	
  
33%	
  
29%	
  
20%	
  
54%	
  
Pick	
  up	
  in	
  store	
  vs	
  Return	
  in	
  store	
  by	
  sector	
  
Pick up in store
Return in store
OMNICHANNEL
Key figures
13© iVentures Consulting 2014
eShopper
Index ®
OMNICHANNEL
Observations, Benefits and Recommendations
Observations:
§  Companies with physical and online presence should implement a clear
OmniChanel strategy all along eShopper journey to leverage their presence
and benefit from competitive advantages
§  OmniChanel strategy will benefit to both the eStore and physical
stores through driving traffic, increase frequency of contact, and
maximise customer intimacy
§  The challenge is to implement the process and train sales staff to
respond to customer expectation by providing digital experience
Benefits:
§  Increase quality of the customer experience
§  Give new reason to go to stores
§  Increase sales
§  Differentiate from other brands
§  Build customer loyalty
BASICS
§  Buy online and pick up products
in store
§  Exchange or return products in
store
§  Check products availability in
physical store from website
§  Scan barcodes and QR Codes
for more information about
product (Product Page,
comments,..)
§  Localize the nearest store from
mobile app
DIFFERENCIATORS
§  Book an appointment in store from the site or mobile
for advices
§  Reserve product through website to pick up in
physical store (without purchase)
§  Find coupons and deals on the website/social pages
to use in physical store
§  Use tablet in store to customize product from
website
§  Use tablet in store to browse catalogue and order
product for a delivery at home
§  Use the mobile application in store for calling a sales
staff, checking availability of product,..
§  Receive deals when near to the store through
mobile application
§  Localize the nearest store from mobile app
GOODIES
§  Call Customer Service from
mobile app
§  Try product in store through
an interactive mirror
(Fashion)
14© iVentures Consulting 2014
eShopper
Index ®
MACY’S
RICH AND COMPLETE OMNICHANNEL EXPERIENCE
Online experience
§  Check the availability of product in physical store
§  Book an appointment for exclusive advices
§  Coupons available online and in-store
In-store experience
§  Pick up a product ordered online
§  Return a product ordered online
§  Scan barcodes and QR codes for more information
about products or promotions
§  Use the mobile application in store for deals and
promotions
§  Use tablets in store to check availability of products
(with sales staff)
OMNICHANNEL
Best Practices
15© iVentures Consulting 2014
eShopper
Index ®
OMNICHANNEL
Best Practices
DARTY
DIGITAL SHOPPING EXPERIENCE IN STORE
Online experience
§  Check the availability of product in physical store
In-store experience
§  Scan a product in store for more information through mobile
app (bar code and QR code)
§  Pick up a product ordered online (4hrs after purchase)
§  Return a product ordered online
§  Free wi-fi to avoid 3G/4G issues with mobile
§  Use the touch screen in store to browse products or to call
someone from the sales staff for help
§  Call the After sales service for help from the mobile app
16© iVentures Consulting 2014
eShopper
Index ®
OMNICHANNEL
Best Practices
BURBERRY
IMMERSIVE BRAND EXPERIENCE COMBINING THE
BEST OF ONLINE & OFFLINE ENVIRONNEMENT
Combination of online and offline environments:
Burberry.com and Burberry’s stores
Online experience
§  Possibility to book an appointment for shopping advice
In-store experience (London flagship)
§  Presence of personalized screens through interactive
mirrors.
§  Possibility to manipulate reality by experiencing
products physically and virtually at the same time
§  Shop through a connected tablet with sales staff help
§  Watch through tablet how each product is made
§  Presence of a digital wall pulsating with content,
alternating between live runway feeds, audiovisual
content, mirrors and ads
17© iVentures Consulting 2014
eShopper
Index ®
JOHN LEWIS
VIRTUAL SHOPPING AND MIRROR FOR A NEW
EXPERIENCE
Possibility to:
§  Try products through virtual mirrors. Customers can
create complete outfits selected from johnlewis.com.
This makes the shopping experience more enjoyable by
letting customers see how they look without getting
undressed
§  Purchase by scanning QR codes of products displayed
on the shop window and buy these from the mobile
website
OMNICHANNEL
Best Practices
18© iVentures Consulting 2014
eShopper
Index ®
TOPSHOP
ONLINE AND OFFLINE OMNICHANNEL EXPERIENCE
Online experience
§  Book a free appointment with a stylist in store
In-store experience
§  Pick up a product ordered online
§  Return a product ordered online
§  Scan product barcodes in store to save to Notebook,
share with friends, or check stock in another store
§  Scan Topshop QR codes for exclusive content
OMNICHANNEL
Best Practices
19© iVentures Consulting 2014
eShopper
Index ®
OMNICHANNEL
Best Practices
AMERICAN APPAREL
MOBILE EXPERIENCE IN STORE
§  Receive deals, offers and product notifications walking
into any American apparel retail store with the mobile
application
§  Augmented reality experience by scanning images and
product barcodes around the store to see full outfits,
color lines, videos, slideshows, and ways to wear then
share favorites with friends
§  Access to LeClub account at retail stores for a faster
shopping experience, all while acquiring loyalty points
20© iVentures Consulting 2014
eShopper
Index ®
Contacts
PARIS OFFICE
Christophe Biget
Partner
+33 1 70 08 06 60
christopheb@iventures-consulting.com
@cbiget
SAN FRANCISCO OFFICE
Aurelia Ammour
Partner
+1 (415) 315-9654
aureliaa@iventures-consulting.com
@aammour
www.iventures-consulting.com
@iventuresC

More Related Content

What's hot

Cas Marketing - Marketing Mobile Coca Cola
Cas Marketing - Marketing Mobile Coca ColaCas Marketing - Marketing Mobile Coca Cola
Cas Marketing - Marketing Mobile Coca ColaCas Marketing
 
L'art du Content Marketing : le cas de "burger king"
L'art du Content Marketing : le cas de "burger king"L'art du Content Marketing : le cas de "burger king"
L'art du Content Marketing : le cas de "burger king"
Youssef Belhaj HMC
 
What Omnichannel Really Means - Forrester Webinar
What Omnichannel Really Means - Forrester WebinarWhat Omnichannel Really Means - Forrester Webinar
What Omnichannel Really Means - Forrester Webinar
Freestyle Solutions
 
the growth of eCommerce in FMCG
the growth of eCommerce in FMCGthe growth of eCommerce in FMCG
the growth of eCommerce in FMCG
Marketing4eCommerce
 
Omnichannel Marketing
Omnichannel MarketingOmnichannel Marketing
Omnichannel Marketing
Dave Birckhead
 
Digital Strategies for Luxury Brands
Digital Strategies for Luxury BrandsDigital Strategies for Luxury Brands
Digital Strategies for Luxury Brands
Marci Ikeler
 
Soutenance de mémoire - La communication digitale des marques de prêt-à-porte...
Soutenance de mémoire - La communication digitale des marques de prêt-à-porte...Soutenance de mémoire - La communication digitale des marques de prêt-à-porte...
Soutenance de mémoire - La communication digitale des marques de prêt-à-porte...
Ophélie Lagref
 
ASOS Business Report
ASOS Business Report ASOS Business Report
ASOS Business Report
AnessaLeng
 
A Case Study on Omnichannel retailing
A Case Study on Omnichannel retailing A Case Study on Omnichannel retailing
A Case Study on Omnichannel retailing
Abhismita Sen
 
Stratégie et optimisation des réseaux sociaux - BtoB
Stratégie et optimisation des réseaux sociaux - BtoBStratégie et optimisation des réseaux sociaux - BtoB
Stratégie et optimisation des réseaux sociaux - BtoB
Pires Lucie
 
les parcours client digitaux, quelles sont les stratégies gagnantes ?
les parcours client digitaux, quelles sont les stratégies gagnantes ? les parcours client digitaux, quelles sont les stratégies gagnantes ?
les parcours client digitaux, quelles sont les stratégies gagnantes ?
Orange Business Services
 
OmniCanal Retail : 9 Stratégies Gagnantes, 16 Canaux & Innovations
OmniCanal Retail : 9 Stratégies Gagnantes, 16 Canaux & InnovationsOmniCanal Retail : 9 Stratégies Gagnantes, 16 Canaux & Innovations
OmniCanal Retail : 9 Stratégies Gagnantes, 16 Canaux & Innovations
Stephany Gochuico
 
Digital Proposal for Penta Furniture
Digital Proposal for Penta FurnitureDigital Proposal for Penta Furniture
Digital Proposal for Penta Furniture
Robin Goel
 
Stratégie digitale carrefour
Stratégie digitale carrefourStratégie digitale carrefour
Stratégie digitale carrefour
AmalElani
 
E mix marketing
E mix marketingE mix marketing
E mix marketing
Nesrine khelifi
 
Go to-market strategy for B2B SaaS companies
Go to-market strategy for B2B SaaS companiesGo to-market strategy for B2B SaaS companies
Go to-market strategy for B2B SaaS companies
Guillaume Lerouge
 
Stratégie digitale de Vente Privée
Stratégie digitale de Vente PrivéeStratégie digitale de Vente Privée
Stratégie digitale de Vente Privée
Camille Durand
 
Etude de cas : nouvelle stratégie digitale pour "Ma Compagnie"
Etude de cas : nouvelle stratégie digitale pour "Ma Compagnie"Etude de cas : nouvelle stratégie digitale pour "Ma Compagnie"
Etude de cas : nouvelle stratégie digitale pour "Ma Compagnie"
Benjamin Poisson
 
These omnicanal master_marketing_essec_20140718
These omnicanal master_marketing_essec_20140718These omnicanal master_marketing_essec_20140718
These omnicanal master_marketing_essec_20140718
Hélène Pécharman
 
OmniCanal Luxe et Prêt-à-Porter : 9 Stratégies Gagnantes
OmniCanal Luxe et Prêt-à-Porter : 9 Stratégies GagnantesOmniCanal Luxe et Prêt-à-Porter : 9 Stratégies Gagnantes
OmniCanal Luxe et Prêt-à-Porter : 9 Stratégies Gagnantes
Stephany Gochuico
 

What's hot (20)

Cas Marketing - Marketing Mobile Coca Cola
Cas Marketing - Marketing Mobile Coca ColaCas Marketing - Marketing Mobile Coca Cola
Cas Marketing - Marketing Mobile Coca Cola
 
L'art du Content Marketing : le cas de "burger king"
L'art du Content Marketing : le cas de "burger king"L'art du Content Marketing : le cas de "burger king"
L'art du Content Marketing : le cas de "burger king"
 
What Omnichannel Really Means - Forrester Webinar
What Omnichannel Really Means - Forrester WebinarWhat Omnichannel Really Means - Forrester Webinar
What Omnichannel Really Means - Forrester Webinar
 
the growth of eCommerce in FMCG
the growth of eCommerce in FMCGthe growth of eCommerce in FMCG
the growth of eCommerce in FMCG
 
Omnichannel Marketing
Omnichannel MarketingOmnichannel Marketing
Omnichannel Marketing
 
Digital Strategies for Luxury Brands
Digital Strategies for Luxury BrandsDigital Strategies for Luxury Brands
Digital Strategies for Luxury Brands
 
Soutenance de mémoire - La communication digitale des marques de prêt-à-porte...
Soutenance de mémoire - La communication digitale des marques de prêt-à-porte...Soutenance de mémoire - La communication digitale des marques de prêt-à-porte...
Soutenance de mémoire - La communication digitale des marques de prêt-à-porte...
 
ASOS Business Report
ASOS Business Report ASOS Business Report
ASOS Business Report
 
A Case Study on Omnichannel retailing
A Case Study on Omnichannel retailing A Case Study on Omnichannel retailing
A Case Study on Omnichannel retailing
 
Stratégie et optimisation des réseaux sociaux - BtoB
Stratégie et optimisation des réseaux sociaux - BtoBStratégie et optimisation des réseaux sociaux - BtoB
Stratégie et optimisation des réseaux sociaux - BtoB
 
les parcours client digitaux, quelles sont les stratégies gagnantes ?
les parcours client digitaux, quelles sont les stratégies gagnantes ? les parcours client digitaux, quelles sont les stratégies gagnantes ?
les parcours client digitaux, quelles sont les stratégies gagnantes ?
 
OmniCanal Retail : 9 Stratégies Gagnantes, 16 Canaux & Innovations
OmniCanal Retail : 9 Stratégies Gagnantes, 16 Canaux & InnovationsOmniCanal Retail : 9 Stratégies Gagnantes, 16 Canaux & Innovations
OmniCanal Retail : 9 Stratégies Gagnantes, 16 Canaux & Innovations
 
Digital Proposal for Penta Furniture
Digital Proposal for Penta FurnitureDigital Proposal for Penta Furniture
Digital Proposal for Penta Furniture
 
Stratégie digitale carrefour
Stratégie digitale carrefourStratégie digitale carrefour
Stratégie digitale carrefour
 
E mix marketing
E mix marketingE mix marketing
E mix marketing
 
Go to-market strategy for B2B SaaS companies
Go to-market strategy for B2B SaaS companiesGo to-market strategy for B2B SaaS companies
Go to-market strategy for B2B SaaS companies
 
Stratégie digitale de Vente Privée
Stratégie digitale de Vente PrivéeStratégie digitale de Vente Privée
Stratégie digitale de Vente Privée
 
Etude de cas : nouvelle stratégie digitale pour "Ma Compagnie"
Etude de cas : nouvelle stratégie digitale pour "Ma Compagnie"Etude de cas : nouvelle stratégie digitale pour "Ma Compagnie"
Etude de cas : nouvelle stratégie digitale pour "Ma Compagnie"
 
These omnicanal master_marketing_essec_20140718
These omnicanal master_marketing_essec_20140718These omnicanal master_marketing_essec_20140718
These omnicanal master_marketing_essec_20140718
 
OmniCanal Luxe et Prêt-à-Porter : 9 Stratégies Gagnantes
OmniCanal Luxe et Prêt-à-Porter : 9 Stratégies GagnantesOmniCanal Luxe et Prêt-à-Porter : 9 Stratégies Gagnantes
OmniCanal Luxe et Prêt-à-Porter : 9 Stratégies Gagnantes
 

Viewers also liked

FASHION & BEAUTY TECH: 20 STARTUPS THAT ARE REINVENTING CUSTOMER EXPERIENCE
FASHION & BEAUTY TECH: 20 STARTUPS THAT ARE REINVENTING CUSTOMER EXPERIENCEFASHION & BEAUTY TECH: 20 STARTUPS THAT ARE REINVENTING CUSTOMER EXPERIENCE
FASHION & BEAUTY TECH: 20 STARTUPS THAT ARE REINVENTING CUSTOMER EXPERIENCE
iVentures Consulting
 
eMarketer Webinar: Omnichannel Retail—Seven Trends in 2015
eMarketer Webinar: Omnichannel Retail—Seven Trends in 2015eMarketer Webinar: Omnichannel Retail—Seven Trends in 2015
eMarketer Webinar: Omnichannel Retail—Seven Trends in 2015
eMarketer
 
JDA Innovation Forum: Seamless Omnichannel Campaigns Revenue Model
JDA Innovation Forum: Seamless Omnichannel Campaigns Revenue ModelJDA Innovation Forum: Seamless Omnichannel Campaigns Revenue Model
JDA Innovation Forum: Seamless Omnichannel Campaigns Revenue Model
Federico Gasparotto
 
OmniChannel Retail
OmniChannel RetailOmniChannel Retail
Customer Experience (CX) in Physician and HCP Engagement
Customer Experience (CX) in Physician and HCP EngagementCustomer Experience (CX) in Physician and HCP Engagement
Customer Experience (CX) in Physician and HCP Engagement
MarketResearch.com
 
Designing Omnichannel Experiences - eTail West 2013
Designing Omnichannel Experiences - eTail West 2013Designing Omnichannel Experiences - eTail West 2013
Designing Omnichannel Experiences - eTail West 2013
Samantha Starmer
 
Retail’s Omnichannel omnichallenge
Retail’s Omnichannel omnichallengeRetail’s Omnichannel omnichallenge
Retail’s Omnichannel omnichallenge
Deloitte Canada
 
What is Omnichannel Retail? Past. Present. Future.
What is Omnichannel Retail? Past. Present. Future.What is Omnichannel Retail? Past. Present. Future.
What is Omnichannel Retail? Past. Present. Future.
Mihai Dragan
 
Conquering The Omnichannel Arena
Conquering The Omnichannel ArenaConquering The Omnichannel Arena
Conquering The Omnichannel Arena
G3 Communications
 
ESHOPPER INDEX 2015 REPORT (FREE DOWNLOAD)
ESHOPPER INDEX 2015 REPORT (FREE DOWNLOAD)ESHOPPER INDEX 2015 REPORT (FREE DOWNLOAD)
ESHOPPER INDEX 2015 REPORT (FREE DOWNLOAD)
iVentures Consulting
 
Case Study: Mastering digital disruption in retail
Case Study: Mastering digital disruption in retailCase Study: Mastering digital disruption in retail
Case Study: Mastering digital disruption in retail
Scopernia
 
The new pharma, customer centric, databased business model
The new pharma, customer centric, databased business modelThe new pharma, customer centric, databased business model
The new pharma, customer centric, databased business model
A.R.J. (Rob) Halkes
 
Sephora Service Audit Presentation
Sephora Service Audit PresentationSephora Service Audit Presentation
Sephora Service Audit Presentation
Din Tran
 
Tracx+Ditto Visual Listening - Social Shake Up 2015
Tracx+Ditto Visual Listening - Social Shake Up 2015Tracx+Ditto Visual Listening - Social Shake Up 2015
Tracx+Ditto Visual Listening - Social Shake Up 2015
Mary Tarczynski
 
Exploring The Omnichannel Commerce Experience
Exploring The Omnichannel Commerce ExperienceExploring The Omnichannel Commerce Experience
Exploring The Omnichannel Commerce Experience
Needle
 
Digital strategy a 5 point approach
Digital strategy   a 5 point approachDigital strategy   a 5 point approach
Digital strategy a 5 point approach
Ved Sen
 
Vision workshop handouts
Vision workshop   handoutsVision workshop   handouts
Vision workshop handouts
Agileee
 
Adv 420 final presentation Rory Maguire
Adv 420 final presentation  Rory MaguireAdv 420 final presentation  Rory Maguire
Adv 420 final presentation Rory Maguire
Rory Maguire
 
Mike Burke - Playing to Win in America's Digital Crossroads - GCS16
Mike Burke - Playing to Win in America's Digital Crossroads - GCS16Mike Burke - Playing to Win in America's Digital Crossroads - GCS16
Mike Burke - Playing to Win in America's Digital Crossroads - GCS16
KC Digital Drive
 

Viewers also liked (20)

FASHION & BEAUTY TECH: 20 STARTUPS THAT ARE REINVENTING CUSTOMER EXPERIENCE
FASHION & BEAUTY TECH: 20 STARTUPS THAT ARE REINVENTING CUSTOMER EXPERIENCEFASHION & BEAUTY TECH: 20 STARTUPS THAT ARE REINVENTING CUSTOMER EXPERIENCE
FASHION & BEAUTY TECH: 20 STARTUPS THAT ARE REINVENTING CUSTOMER EXPERIENCE
 
eMarketer Webinar: Omnichannel Retail—Seven Trends in 2015
eMarketer Webinar: Omnichannel Retail—Seven Trends in 2015eMarketer Webinar: Omnichannel Retail—Seven Trends in 2015
eMarketer Webinar: Omnichannel Retail—Seven Trends in 2015
 
JDA Innovation Forum: Seamless Omnichannel Campaigns Revenue Model
JDA Innovation Forum: Seamless Omnichannel Campaigns Revenue ModelJDA Innovation Forum: Seamless Omnichannel Campaigns Revenue Model
JDA Innovation Forum: Seamless Omnichannel Campaigns Revenue Model
 
OmniChannel Retail
OmniChannel RetailOmniChannel Retail
OmniChannel Retail
 
Customer Experience (CX) in Physician and HCP Engagement
Customer Experience (CX) in Physician and HCP EngagementCustomer Experience (CX) in Physician and HCP Engagement
Customer Experience (CX) in Physician and HCP Engagement
 
Designing Omnichannel Experiences - eTail West 2013
Designing Omnichannel Experiences - eTail West 2013Designing Omnichannel Experiences - eTail West 2013
Designing Omnichannel Experiences - eTail West 2013
 
Retail’s Omnichannel omnichallenge
Retail’s Omnichannel omnichallengeRetail’s Omnichannel omnichallenge
Retail’s Omnichannel omnichallenge
 
What is Omnichannel Retail? Past. Present. Future.
What is Omnichannel Retail? Past. Present. Future.What is Omnichannel Retail? Past. Present. Future.
What is Omnichannel Retail? Past. Present. Future.
 
Conquering The Omnichannel Arena
Conquering The Omnichannel ArenaConquering The Omnichannel Arena
Conquering The Omnichannel Arena
 
ESHOPPER INDEX 2015 REPORT (FREE DOWNLOAD)
ESHOPPER INDEX 2015 REPORT (FREE DOWNLOAD)ESHOPPER INDEX 2015 REPORT (FREE DOWNLOAD)
ESHOPPER INDEX 2015 REPORT (FREE DOWNLOAD)
 
Case Study: Mastering digital disruption in retail
Case Study: Mastering digital disruption in retailCase Study: Mastering digital disruption in retail
Case Study: Mastering digital disruption in retail
 
The new pharma, customer centric, databased business model
The new pharma, customer centric, databased business modelThe new pharma, customer centric, databased business model
The new pharma, customer centric, databased business model
 
Sephora Service Audit Presentation
Sephora Service Audit PresentationSephora Service Audit Presentation
Sephora Service Audit Presentation
 
Tracx+Ditto Visual Listening - Social Shake Up 2015
Tracx+Ditto Visual Listening - Social Shake Up 2015Tracx+Ditto Visual Listening - Social Shake Up 2015
Tracx+Ditto Visual Listening - Social Shake Up 2015
 
Exploring The Omnichannel Commerce Experience
Exploring The Omnichannel Commerce ExperienceExploring The Omnichannel Commerce Experience
Exploring The Omnichannel Commerce Experience
 
Digital strategy a 5 point approach
Digital strategy   a 5 point approachDigital strategy   a 5 point approach
Digital strategy a 5 point approach
 
Vision workshop handouts
Vision workshop   handoutsVision workshop   handouts
Vision workshop handouts
 
Adv 420 final presentation Rory Maguire
Adv 420 final presentation  Rory MaguireAdv 420 final presentation  Rory Maguire
Adv 420 final presentation Rory Maguire
 
EnglishClubTV
EnglishClubTVEnglishClubTV
EnglishClubTV
 
Mike Burke - Playing to Win in America's Digital Crossroads - GCS16
Mike Burke - Playing to Win in America's Digital Crossroads - GCS16Mike Burke - Playing to Win in America's Digital Crossroads - GCS16
Mike Burke - Playing to Win in America's Digital Crossroads - GCS16
 

Similar to Digital Strategy For Retail: Omnichannel (The Hive Think Tank)

E shopper Index - by Christophe Biget at IVentures
E shopper Index - by Christophe Biget at IVenturesE shopper Index - by Christophe Biget at IVentures
E shopper Index - by Christophe Biget at IVentures
The Hive
 
Digital Strategies for Retail: Eshopper Index by Christophe Biget
Digital Strategies for Retail: Eshopper Index by Christophe BigetDigital Strategies for Retail: Eshopper Index by Christophe Biget
Digital Strategies for Retail: Eshopper Index by Christophe Biget
The Hive
 
Showrooming, Webrooming and Outshopping: How to Address These New Consumer Be...
Showrooming, Webrooming and Outshopping: How to Address These New Consumer Be...Showrooming, Webrooming and Outshopping: How to Address These New Consumer Be...
Showrooming, Webrooming and Outshopping: How to Address These New Consumer Be...
retaicouncil
 
Chantelle Group 5 mega trends for Retail
Chantelle Group 5 mega trends for RetailChantelle Group 5 mega trends for Retail
Chantelle Group 5 mega trends for Retail
Laurent De Teneuille
 
hybris SAP and IBM Retail Webinar presentation - How Brands Get Strongest ROI...
hybris SAP and IBM Retail Webinar presentation - How Brands Get Strongest ROI...hybris SAP and IBM Retail Webinar presentation - How Brands Get Strongest ROI...
hybris SAP and IBM Retail Webinar presentation - How Brands Get Strongest ROI...
Tero Angeria
 
Leadership in retail innovation. Carsten Wulff
Leadership in retail innovation. Carsten WulffLeadership in retail innovation. Carsten Wulff
Leadership in retail innovation. Carsten Wulff
StrongPoint
 
X Index 2023 India Report
X Index 2023 India ReportX Index 2023 India Report
X Index 2023 India Report
Social Samosa
 
Content Jam 2014 - Lauren Freedman - Does Conversion Matter?
Content Jam 2014 - Lauren Freedman - Does Conversion Matter?Content Jam 2014 - Lauren Freedman - Does Conversion Matter?
Content Jam 2014 - Lauren Freedman - Does Conversion Matter?
Orbit Media Studios
 
Customer Engagement in the Digital Era
Customer Engagement in the Digital EraCustomer Engagement in the Digital Era
Customer Engagement in the Digital Era
Magnolia
 
Make up in Paris - Top Ten Trends and Disruptors in Digital Beauty
Make up in Paris - Top Ten Trends and Disruptors in Digital BeautyMake up in Paris - Top Ten Trends and Disruptors in Digital Beauty
Make up in Paris - Top Ten Trends and Disruptors in Digital Beauty
Deborah Weinswig
 
TOP TEN TRENDS AND DISRUPTORS IN DIGITAL BEAUTY
TOP TEN TRENDS AND DISRUPTORS IN DIGITAL BEAUTYTOP TEN TRENDS AND DISRUPTORS IN DIGITAL BEAUTY
TOP TEN TRENDS AND DISRUPTORS IN DIGITAL BEAUTY
Deborah Weinswig
 
Highlighting Omnichannel Retail - Breakfast workshop July 16, 2015
Highlighting Omnichannel Retail - Breakfast workshop July 16, 2015Highlighting Omnichannel Retail - Breakfast workshop July 16, 2015
Highlighting Omnichannel Retail - Breakfast workshop July 16, 2015
Vend
 
MobiliteaTime #3 : RetailXperience: the new definition of stores (ENGLISH VER...
MobiliteaTime #3 : RetailXperience: the new definition of stores (ENGLISH VER...MobiliteaTime #3 : RetailXperience: the new definition of stores (ENGLISH VER...
MobiliteaTime #3 : RetailXperience: the new definition of stores (ENGLISH VER...
USERADGENTS
 
The E-Commerce reference index based on the eShopper journey
The E-Commerce reference index based on the eShopper journey The E-Commerce reference index based on the eShopper journey
The E-Commerce reference index based on the eShopper journey
Planimedia
 
Omni-Channel Experience for B2C Retail
Omni-Channel Experience for B2C RetailOmni-Channel Experience for B2C Retail
Omni-Channel Experience for B2C Retail
Stefanos Falkonakis
 
Chicago Retail Analytics Summit, May 1st, 2015
Chicago Retail Analytics Summit, May 1st, 2015Chicago Retail Analytics Summit, May 1st, 2015
Chicago Retail Analytics Summit, May 1st, 2015
Deborah Weinswig
 
Clonmel Chamber Social Media Masterclass Presentation
Clonmel Chamber Social Media Masterclass PresentationClonmel Chamber Social Media Masterclass Presentation
Clonmel Chamber Social Media Masterclass Presentation
briancleary
 
Meet Magento 2015 Utrecht - Digital in store - Smile
Meet Magento 2015 Utrecht - Digital in store - SmileMeet Magento 2015 Utrecht - Digital in store - Smile
Meet Magento 2015 Utrecht - Digital in store - Smile
Smile I.T is open
 
eTail France 2015
 eTail France 2015 eTail France 2015
eTail France 2015
YVON MOYSAN
 
Technology impact on shopping today
Technology impact on shopping todayTechnology impact on shopping today
Technology impact on shopping today
Sydney K
 

Similar to Digital Strategy For Retail: Omnichannel (The Hive Think Tank) (20)

E shopper Index - by Christophe Biget at IVentures
E shopper Index - by Christophe Biget at IVenturesE shopper Index - by Christophe Biget at IVentures
E shopper Index - by Christophe Biget at IVentures
 
Digital Strategies for Retail: Eshopper Index by Christophe Biget
Digital Strategies for Retail: Eshopper Index by Christophe BigetDigital Strategies for Retail: Eshopper Index by Christophe Biget
Digital Strategies for Retail: Eshopper Index by Christophe Biget
 
Showrooming, Webrooming and Outshopping: How to Address These New Consumer Be...
Showrooming, Webrooming and Outshopping: How to Address These New Consumer Be...Showrooming, Webrooming and Outshopping: How to Address These New Consumer Be...
Showrooming, Webrooming and Outshopping: How to Address These New Consumer Be...
 
Chantelle Group 5 mega trends for Retail
Chantelle Group 5 mega trends for RetailChantelle Group 5 mega trends for Retail
Chantelle Group 5 mega trends for Retail
 
hybris SAP and IBM Retail Webinar presentation - How Brands Get Strongest ROI...
hybris SAP and IBM Retail Webinar presentation - How Brands Get Strongest ROI...hybris SAP and IBM Retail Webinar presentation - How Brands Get Strongest ROI...
hybris SAP and IBM Retail Webinar presentation - How Brands Get Strongest ROI...
 
Leadership in retail innovation. Carsten Wulff
Leadership in retail innovation. Carsten WulffLeadership in retail innovation. Carsten Wulff
Leadership in retail innovation. Carsten Wulff
 
X Index 2023 India Report
X Index 2023 India ReportX Index 2023 India Report
X Index 2023 India Report
 
Content Jam 2014 - Lauren Freedman - Does Conversion Matter?
Content Jam 2014 - Lauren Freedman - Does Conversion Matter?Content Jam 2014 - Lauren Freedman - Does Conversion Matter?
Content Jam 2014 - Lauren Freedman - Does Conversion Matter?
 
Customer Engagement in the Digital Era
Customer Engagement in the Digital EraCustomer Engagement in the Digital Era
Customer Engagement in the Digital Era
 
Make up in Paris - Top Ten Trends and Disruptors in Digital Beauty
Make up in Paris - Top Ten Trends and Disruptors in Digital BeautyMake up in Paris - Top Ten Trends and Disruptors in Digital Beauty
Make up in Paris - Top Ten Trends and Disruptors in Digital Beauty
 
TOP TEN TRENDS AND DISRUPTORS IN DIGITAL BEAUTY
TOP TEN TRENDS AND DISRUPTORS IN DIGITAL BEAUTYTOP TEN TRENDS AND DISRUPTORS IN DIGITAL BEAUTY
TOP TEN TRENDS AND DISRUPTORS IN DIGITAL BEAUTY
 
Highlighting Omnichannel Retail - Breakfast workshop July 16, 2015
Highlighting Omnichannel Retail - Breakfast workshop July 16, 2015Highlighting Omnichannel Retail - Breakfast workshop July 16, 2015
Highlighting Omnichannel Retail - Breakfast workshop July 16, 2015
 
MobiliteaTime #3 : RetailXperience: the new definition of stores (ENGLISH VER...
MobiliteaTime #3 : RetailXperience: the new definition of stores (ENGLISH VER...MobiliteaTime #3 : RetailXperience: the new definition of stores (ENGLISH VER...
MobiliteaTime #3 : RetailXperience: the new definition of stores (ENGLISH VER...
 
The E-Commerce reference index based on the eShopper journey
The E-Commerce reference index based on the eShopper journey The E-Commerce reference index based on the eShopper journey
The E-Commerce reference index based on the eShopper journey
 
Omni-Channel Experience for B2C Retail
Omni-Channel Experience for B2C RetailOmni-Channel Experience for B2C Retail
Omni-Channel Experience for B2C Retail
 
Chicago Retail Analytics Summit, May 1st, 2015
Chicago Retail Analytics Summit, May 1st, 2015Chicago Retail Analytics Summit, May 1st, 2015
Chicago Retail Analytics Summit, May 1st, 2015
 
Clonmel Chamber Social Media Masterclass Presentation
Clonmel Chamber Social Media Masterclass PresentationClonmel Chamber Social Media Masterclass Presentation
Clonmel Chamber Social Media Masterclass Presentation
 
Meet Magento 2015 Utrecht - Digital in store - Smile
Meet Magento 2015 Utrecht - Digital in store - SmileMeet Magento 2015 Utrecht - Digital in store - Smile
Meet Magento 2015 Utrecht - Digital in store - Smile
 
eTail France 2015
 eTail France 2015 eTail France 2015
eTail France 2015
 
Technology impact on shopping today
Technology impact on shopping todayTechnology impact on shopping today
Technology impact on shopping today
 

More from iVentures Consulting

Paris, capitale du retail inspirationnel ? Exemple de 10 magasins
Paris, capitale du retail inspirationnel ? Exemple de 10 magasinsParis, capitale du retail inspirationnel ? Exemple de 10 magasins
Paris, capitale du retail inspirationnel ? Exemple de 10 magasins
iVentures Consulting
 
WHY EXPERIENTIAL IS THE FUTURE OF RETAIL
WHY EXPERIENTIAL IS THE FUTURE OF RETAILWHY EXPERIENTIAL IS THE FUTURE OF RETAIL
WHY EXPERIENTIAL IS THE FUTURE OF RETAIL
iVentures Consulting
 
RETAIL, FASHION & BEAUTY: HOW COMPANIES DRIVE INNOVATION
RETAIL, FASHION & BEAUTY: HOW COMPANIES DRIVE INNOVATIONRETAIL, FASHION & BEAUTY: HOW COMPANIES DRIVE INNOVATION
RETAIL, FASHION & BEAUTY: HOW COMPANIES DRIVE INNOVATION
iVentures Consulting
 
REVERSE MENTORING DIGITAL (FR)
REVERSE MENTORING DIGITAL (FR)REVERSE MENTORING DIGITAL (FR)
REVERSE MENTORING DIGITAL (FR)
iVentures Consulting
 
E-COMMERCE GROWTH: 25 proven tactics to grow your E-Commerce
E-COMMERCE GROWTH: 25 proven tactics to grow your E-CommerceE-COMMERCE GROWTH: 25 proven tactics to grow your E-Commerce
E-COMMERCE GROWTH: 25 proven tactics to grow your E-Commerce
iVentures Consulting
 
ESHOPPER INDEX 2015: FASHION & LUXURY RANKINGS
ESHOPPER INDEX 2015: FASHION & LUXURY RANKINGSESHOPPER INDEX 2015: FASHION & LUXURY RANKINGS
ESHOPPER INDEX 2015: FASHION & LUXURY RANKINGS
iVentures Consulting
 
ESHOPPER INDEX 2015: OVERALL RANKING
ESHOPPER INDEX 2015: OVERALL RANKINGESHOPPER INDEX 2015: OVERALL RANKING
ESHOPPER INDEX 2015: OVERALL RANKING
iVentures Consulting
 
E-Commerce One to One - eShopper Index 2014
E-Commerce One to One - eShopper Index 2014E-Commerce One to One - eShopper Index 2014
E-Commerce One to One - eShopper Index 2014
iVentures Consulting
 

More from iVentures Consulting (8)

Paris, capitale du retail inspirationnel ? Exemple de 10 magasins
Paris, capitale du retail inspirationnel ? Exemple de 10 magasinsParis, capitale du retail inspirationnel ? Exemple de 10 magasins
Paris, capitale du retail inspirationnel ? Exemple de 10 magasins
 
WHY EXPERIENTIAL IS THE FUTURE OF RETAIL
WHY EXPERIENTIAL IS THE FUTURE OF RETAILWHY EXPERIENTIAL IS THE FUTURE OF RETAIL
WHY EXPERIENTIAL IS THE FUTURE OF RETAIL
 
RETAIL, FASHION & BEAUTY: HOW COMPANIES DRIVE INNOVATION
RETAIL, FASHION & BEAUTY: HOW COMPANIES DRIVE INNOVATIONRETAIL, FASHION & BEAUTY: HOW COMPANIES DRIVE INNOVATION
RETAIL, FASHION & BEAUTY: HOW COMPANIES DRIVE INNOVATION
 
REVERSE MENTORING DIGITAL (FR)
REVERSE MENTORING DIGITAL (FR)REVERSE MENTORING DIGITAL (FR)
REVERSE MENTORING DIGITAL (FR)
 
E-COMMERCE GROWTH: 25 proven tactics to grow your E-Commerce
E-COMMERCE GROWTH: 25 proven tactics to grow your E-CommerceE-COMMERCE GROWTH: 25 proven tactics to grow your E-Commerce
E-COMMERCE GROWTH: 25 proven tactics to grow your E-Commerce
 
ESHOPPER INDEX 2015: FASHION & LUXURY RANKINGS
ESHOPPER INDEX 2015: FASHION & LUXURY RANKINGSESHOPPER INDEX 2015: FASHION & LUXURY RANKINGS
ESHOPPER INDEX 2015: FASHION & LUXURY RANKINGS
 
ESHOPPER INDEX 2015: OVERALL RANKING
ESHOPPER INDEX 2015: OVERALL RANKINGESHOPPER INDEX 2015: OVERALL RANKING
ESHOPPER INDEX 2015: OVERALL RANKING
 
E-Commerce One to One - eShopper Index 2014
E-Commerce One to One - eShopper Index 2014E-Commerce One to One - eShopper Index 2014
E-Commerce One to One - eShopper Index 2014
 

Recently uploaded

Secrets of a Successful Sale: Optimizing Your Checkout Process
Secrets of a Successful Sale: Optimizing Your Checkout ProcessSecrets of a Successful Sale: Optimizing Your Checkout Process
Secrets of a Successful Sale: Optimizing Your Checkout Process
Aggregage
 
Charles McClure | Retail Scavenger Hunt |
Charles McClure | Retail Scavenger Hunt |Charles McClure | Retail Scavenger Hunt |
Charles McClure | Retail Scavenger Hunt |
YOUNGDOE2
 
怎么购买澳洲南十字星大学毕业证文凭毕业证原版一模一样
怎么购买澳洲南十字星大学毕业证文凭毕业证原版一模一样怎么购买澳洲南十字星大学毕业证文凭毕业证原版一模一样
怎么购买澳洲南十字星大学毕业证文凭毕业证原版一模一样
w6zyq7uj
 
原版复制澳洲莫纳什大学毕业证硕士学历原版一模一样
原版复制澳洲莫纳什大学毕业证硕士学历原版一模一样原版复制澳洲莫纳什大学毕业证硕士学历原版一模一样
原版复制澳洲莫纳什大学毕业证硕士学历原版一模一样
w6zyq7uj
 
Supermarket Floral Ad Roundup- Week 24 2024.pdf
Supermarket Floral Ad Roundup- Week 24  2024.pdfSupermarket Floral Ad Roundup- Week 24  2024.pdf
Supermarket Floral Ad Roundup- Week 24 2024.pdf
KarliNelson4
 
原版定制(爱大学位证书)英国爱丁堡大学毕业证文凭证书实拍图原版一模一样
原版定制(爱大学位证书)英国爱丁堡大学毕业证文凭证书实拍图原版一模一样原版定制(爱大学位证书)英国爱丁堡大学毕业证文凭证书实拍图原版一模一样
原版定制(爱大学位证书)英国爱丁堡大学毕业证文凭证书实拍图原版一模一样
ynahga
 

Recently uploaded (6)

Secrets of a Successful Sale: Optimizing Your Checkout Process
Secrets of a Successful Sale: Optimizing Your Checkout ProcessSecrets of a Successful Sale: Optimizing Your Checkout Process
Secrets of a Successful Sale: Optimizing Your Checkout Process
 
Charles McClure | Retail Scavenger Hunt |
Charles McClure | Retail Scavenger Hunt |Charles McClure | Retail Scavenger Hunt |
Charles McClure | Retail Scavenger Hunt |
 
怎么购买澳洲南十字星大学毕业证文凭毕业证原版一模一样
怎么购买澳洲南十字星大学毕业证文凭毕业证原版一模一样怎么购买澳洲南十字星大学毕业证文凭毕业证原版一模一样
怎么购买澳洲南十字星大学毕业证文凭毕业证原版一模一样
 
原版复制澳洲莫纳什大学毕业证硕士学历原版一模一样
原版复制澳洲莫纳什大学毕业证硕士学历原版一模一样原版复制澳洲莫纳什大学毕业证硕士学历原版一模一样
原版复制澳洲莫纳什大学毕业证硕士学历原版一模一样
 
Supermarket Floral Ad Roundup- Week 24 2024.pdf
Supermarket Floral Ad Roundup- Week 24  2024.pdfSupermarket Floral Ad Roundup- Week 24  2024.pdf
Supermarket Floral Ad Roundup- Week 24 2024.pdf
 
原版定制(爱大学位证书)英国爱丁堡大学毕业证文凭证书实拍图原版一模一样
原版定制(爱大学位证书)英国爱丁堡大学毕业证文凭证书实拍图原版一模一样原版定制(爱大学位证书)英国爱丁堡大学毕业证文凭证书实拍图原版一模一样
原版定制(爱大学位证书)英国爱丁堡大学毕业证文凭证书实拍图原版一模一样
 

Digital Strategy For Retail: Omnichannel (The Hive Think Tank)

  • 1. 1© iVentures Consulting 2014 eShopper Index ®eShopper Index Digital strategy for retail: OmniChannel ® May 7th, 2014 #hivedata @cbiget @iventuresC
  • 2. 2© iVentures Consulting 2014 eShopper Index ® About us §  iVentures Consulting is a management consulting firm dedicated to digital strategy, founded in 2005 and based in Paris and San Francisco §  iVentures Consulting mainly works in the Fashion, Luxury, Cosmetics, Retail, Travel, Media & Entertainment sectors Digital Business strategy §  Omnichannel and digital strategy diagnosis and definition §  Organization, business planning and road map §  Business intelligence §  Support to implementation Digital skill development of top managers and executives §  Training §  Digital academy §  Learning expeditions §  Reverse mentoring … eShopper Index §  Ranking & Analysis of leading companies’’ E- Commerce performances all along the customer journey
  • 3. 3© iVentures Consulting 2014 eShopper Index ® Today, the question is not to know WHERE customers buy but HOW they buy IN THE PAST Physical retail and E-Commerce were two distinct experiences TODAY Retail 2.0: a unique & fluid customer experience without breaches
  • 4. 4© iVentures Consulting 2014 eShopper Index ® What is eShopper Index? §  The only International Index to: ü  analyze & rank leading companies’ E-Commerce performances all along the customer journey ü  cover 13 sub-steps of the customer journey through over 250 criteria ü  allow cross sector comparisons through over 130 companies in 11 sectors all over the world Website Mobile Social platforms Customer services CRM OmniChannel
  • 5. 5© iVentures Consulting 2014 eShopper Index ® 2014 eShopper Index 13 sub-steps measured OmniChannel Before purchase SEO/ SEM Social Media Mobile User Interface Product Page During purchase Sales Funnel Customer Service Newsletter After purchase Communication emails Customer AccountDelivery & Package Return & Refund
  • 6. 6© iVentures Consulting 2014 eShopper Index ® Overall Ranking of the 130 analyzed companies 1 Zalando 28 Walmart 55 Thierry Mugler 82 Nocibe 109YSL 2 Zappos 29 Nike 56 Zara 83 Michael Kors 110Columbia 3 Amazon 30 Macy's 57 Benefit Cosmetics 84 Ruelala 111Nespresso 4 Net A Porter 31 Barnes & Noble 58 Louis Vuitton 85 Guerlain 112Boulanger 5 Gap 32 Yoox 59 Coach 86 Baccarat 113Sainsbury's 6 Lacoste 33 Burberry 60 Eveil & Jeux 87 Hermes 114Fresh 7 Fab 34 Estée Lauder 61 Otto 88 Neiman Marcus 115Safeway 8 Nordstrom 35 Mytheresa 62 Farfetch 89 SFR 116Guess 9 Marks & Spencer 36 Gilt 63 Nasty Gal 90 DKNY 117Dior Parfums 10 Ralph Lauren 37 Levi's 64 Toys"R"us 91 Next 118Homebase 11 Target 38 Justfab 65 Calvin Klein 92 Longchamp 119Giorgio Armani 12 Sephora 39 Chanel 66 Apple 93 Neutrogena 120Bouygues Telecom 13 Kate Spade 40 Hugo Boss 67 Saks Fifth Avenue 94 Gucci 121Orange 14 Harrods 41 Tesco 68 Shopbop 95 Marionnaud 1223 Suisses 15 Clinique 42 Décathlon 69 Reebok 96 Dell 123Dolce & Gabbana 16 Sarenza 43 Createurs de Beaute 70 Tommy Hilfiger 97 Argos 124AT&T 17 Bloomingdale’s 44 Bruneau 71 L'Oréal Paris 98 J. Crew 125Sprint 18 John Lewis 45 Bonobos 72 Best Buy 99 Nine West 126Prada 19 La Redoute 46 Yves Rocher 73 Pixmania 100 Carphone Warehouse127Vodafone 20 Fnac 47 Avon 74 Staples 101 Swarovski 128T-Mobile 21 Tory Burch 48 Puma 75 Topshop 102 Lancome 129Ikea 22 Clarins 49 Selfridges 76 Esprit 103 Office Depot 130O2 23 Auchan 50 Tiffany & Co. 77 American Apparel 104 Very 24 Adidas 51 Celio 78 Barneys 105 VentePrivee 25 Sears 52 Mac 79 Costco 106 Quicksilver 26 Asos 53 Marc Jacobs 80 Vestiaire Collective 107 Carrefour 27 H&M 54 Darty 81 Moda Operandi 108 Verizon
  • 7. 7© iVentures Consulting 2014 eShopper Index ® Executive summary What the Top 20 says §  The best bricks & clicks have caught up and even surpassed the pure players: ü  75% of the top 20, and 79% of all analyzed companies TOP 20 1 11 2 12 3 13 4 14 5 15 6 16 7 17 8 18 9 19 10 20 §  The performance of European companies is neither better nor worse than that of American companies §  The Fashion sector emerges as the winner followed by the Multi-sector players ü  Fashion: 50% of the Top 20 for 31% of all analyzed companies ü  Only 1 company in luxury and 2 in perfume and cosmetics ü  Multi-sector: 25% of the top 20 for only 10% of analyzed companies
  • 8. 8© iVentures Consulting 2014 eShopper Index ® OmniChannel ranking OmniChannel Top 10 1 2 3 4 5 6 7 8 9 10 §  50% are European, 50% American §  80% are retailers/ 20% are brands §  60% are in Consumer Electronics and multi-sector
  • 9. 9© iVentures Consulting 2014 eShopper Index ® OMNICHANNEL Key figures 69% 31% % of players with stores or showrooms that set up at least one OmniChannel service* Minimum one main omnichannel service No omnichanel services * At least Pick-up in store or Return in store or Connected device(s) in store
  • 10. 10© iVentures Consulting 2014 eShopper Index ® OMNICHANNEL Key figures 0% 20% 40% 60% 54% 40% 36% 36% 25% 20% 18% 6% 3% Main OmniChannel services implemented
  • 11. 11© iVentures Consulting 2014 eShopper Index ® OMNICHANNEL Key figures 0% 10% 20% 30% 40% 50% 60% 70% 63% 30% 37% 36% 26% 23% 17% 13% 2% 46% 48% 36% 36% 25% 17% 18% 0% 4% Main  OmniChannel  services  implemented  by  region   USA EUROPE
  • 12. 12© iVentures Consulting 2014 eShopper Index ® 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 100%   75%   32%   83%   50%   16%   67%   100%   8%   14%   50%   40%   80%   100%   64%   67%   100%   37%   89%   67%   33%   29%   20%   54%   Pick  up  in  store  vs  Return  in  store  by  sector   Pick up in store Return in store OMNICHANNEL Key figures
  • 13. 13© iVentures Consulting 2014 eShopper Index ® OMNICHANNEL Observations, Benefits and Recommendations Observations: §  Companies with physical and online presence should implement a clear OmniChanel strategy all along eShopper journey to leverage their presence and benefit from competitive advantages §  OmniChanel strategy will benefit to both the eStore and physical stores through driving traffic, increase frequency of contact, and maximise customer intimacy §  The challenge is to implement the process and train sales staff to respond to customer expectation by providing digital experience Benefits: §  Increase quality of the customer experience §  Give new reason to go to stores §  Increase sales §  Differentiate from other brands §  Build customer loyalty BASICS §  Buy online and pick up products in store §  Exchange or return products in store §  Check products availability in physical store from website §  Scan barcodes and QR Codes for more information about product (Product Page, comments,..) §  Localize the nearest store from mobile app DIFFERENCIATORS §  Book an appointment in store from the site or mobile for advices §  Reserve product through website to pick up in physical store (without purchase) §  Find coupons and deals on the website/social pages to use in physical store §  Use tablet in store to customize product from website §  Use tablet in store to browse catalogue and order product for a delivery at home §  Use the mobile application in store for calling a sales staff, checking availability of product,.. §  Receive deals when near to the store through mobile application §  Localize the nearest store from mobile app GOODIES §  Call Customer Service from mobile app §  Try product in store through an interactive mirror (Fashion)
  • 14. 14© iVentures Consulting 2014 eShopper Index ® MACY’S RICH AND COMPLETE OMNICHANNEL EXPERIENCE Online experience §  Check the availability of product in physical store §  Book an appointment for exclusive advices §  Coupons available online and in-store In-store experience §  Pick up a product ordered online §  Return a product ordered online §  Scan barcodes and QR codes for more information about products or promotions §  Use the mobile application in store for deals and promotions §  Use tablets in store to check availability of products (with sales staff) OMNICHANNEL Best Practices
  • 15. 15© iVentures Consulting 2014 eShopper Index ® OMNICHANNEL Best Practices DARTY DIGITAL SHOPPING EXPERIENCE IN STORE Online experience §  Check the availability of product in physical store In-store experience §  Scan a product in store for more information through mobile app (bar code and QR code) §  Pick up a product ordered online (4hrs after purchase) §  Return a product ordered online §  Free wi-fi to avoid 3G/4G issues with mobile §  Use the touch screen in store to browse products or to call someone from the sales staff for help §  Call the After sales service for help from the mobile app
  • 16. 16© iVentures Consulting 2014 eShopper Index ® OMNICHANNEL Best Practices BURBERRY IMMERSIVE BRAND EXPERIENCE COMBINING THE BEST OF ONLINE & OFFLINE ENVIRONNEMENT Combination of online and offline environments: Burberry.com and Burberry’s stores Online experience §  Possibility to book an appointment for shopping advice In-store experience (London flagship) §  Presence of personalized screens through interactive mirrors. §  Possibility to manipulate reality by experiencing products physically and virtually at the same time §  Shop through a connected tablet with sales staff help §  Watch through tablet how each product is made §  Presence of a digital wall pulsating with content, alternating between live runway feeds, audiovisual content, mirrors and ads
  • 17. 17© iVentures Consulting 2014 eShopper Index ® JOHN LEWIS VIRTUAL SHOPPING AND MIRROR FOR A NEW EXPERIENCE Possibility to: §  Try products through virtual mirrors. Customers can create complete outfits selected from johnlewis.com. This makes the shopping experience more enjoyable by letting customers see how they look without getting undressed §  Purchase by scanning QR codes of products displayed on the shop window and buy these from the mobile website OMNICHANNEL Best Practices
  • 18. 18© iVentures Consulting 2014 eShopper Index ® TOPSHOP ONLINE AND OFFLINE OMNICHANNEL EXPERIENCE Online experience §  Book a free appointment with a stylist in store In-store experience §  Pick up a product ordered online §  Return a product ordered online §  Scan product barcodes in store to save to Notebook, share with friends, or check stock in another store §  Scan Topshop QR codes for exclusive content OMNICHANNEL Best Practices
  • 19. 19© iVentures Consulting 2014 eShopper Index ® OMNICHANNEL Best Practices AMERICAN APPAREL MOBILE EXPERIENCE IN STORE §  Receive deals, offers and product notifications walking into any American apparel retail store with the mobile application §  Augmented reality experience by scanning images and product barcodes around the store to see full outfits, color lines, videos, slideshows, and ways to wear then share favorites with friends §  Access to LeClub account at retail stores for a faster shopping experience, all while acquiring loyalty points
  • 20. 20© iVentures Consulting 2014 eShopper Index ® Contacts PARIS OFFICE Christophe Biget Partner +33 1 70 08 06 60 christopheb@iventures-consulting.com @cbiget SAN FRANCISCO OFFICE Aurelia Ammour Partner +1 (415) 315-9654 aureliaa@iventures-consulting.com @aammour www.iventures-consulting.com @iventuresC