This document discusses how digital technologies can be used to drive foot traffic to physical retail stores. While online retail sales are growing rapidly, physical stores still account for the vast majority of retail sales. The document examines two digital services - appointment booking and online shopping lists - that have potential to increase in-store revenues. Appointment booking allows customers to schedule consultations with sales associates, improving the shopping experience and increasing average basket size. Online shopping lists let customers plan purchases in advance and receive product information. Both services provide benefits like higher conversion rates and opportunities for upselling. The document analyzes how these "Click2Stores" services could generate additional annual revenues of over 1% for large retailers.
Voici la 6ème édition complète (les 5 volumes) de l'étude annuelle UPS Pulse of Online Shopper™. Développée en partenariat avec comScore et Astound Commerce, cette étude vise à fournir des informations sur les comportements et les préférences des acheteurs en ligne. Les 5 volumes sont réunis en un seul (Digital Evolution, a Mobile Mindset, Channel Dynamics, the Savvy Shoppers & Retail Fundamentals.). C'est une bible pour mieux connaître les comportements des acheteurs. Bonne lecture !
Defining the role of packaging as part of the online shopping experience
For more white papers and webinars, go to http://www.sldesignlounge.com
Or visit us at http://www.sld.com
Nielsen global connected commerce report january 2017clara lila
The document discusses online grocery shopping trends globally. It finds that while durable categories like fashion and travel dominate online purchases currently, consumable categories like personal care, meal kits, and packaged groceries are growing in popularity. Fresh groceries have more barriers to online adoption. Innovative fulfillment options beyond just home delivery, like curbside pickup, could help drive more online grocery shopping. Data from France shows alternative fulfillment there has helped drive strong growth in edible categories like cheese and yogurt being purchased online.
The document discusses trends in the B2B commerce market that will likely continue in 2019. It notes that the global B2B ecommerce market is worth $7.7 trillion and is growing. It predicts that in 2019 there will be continued growth in digital B2B commerce, more digital marketing by B2B companies, and younger researchers influencing purchase decisions. It also suggests that mobile shopping and B2B blogging will be increasingly important.
eMarketer Webinar: Canada Ecommerce—Pedal to the MetaleMarketer
The document discusses the growth of ecommerce in Canada. It notes that in 2013 Canada saw a turning point, with record online retail sales and growth in online apparel purchasing. While Canada remains behind countries like the UK and US in ecommerce penetration, it is expected to see strong double-digit annual growth in online retail sales through 2017. The document also profiles three Canadian ecommerce startups - SHOP.CA, Snuggle Bugz, and BuildDirect - that are helping drive innovation in the sector through their focus on areas like shipping, inventory, and supply chain management.
January 2010
That whooshing sound heard on Christmas morning was not the sound of Santa’s sleigh launching its return trip to the North Pole.
It was the collective sigh of relief by America’s retailers, as they squeaked through an intensely uncertain holiday season with positive growth numbers. Put in perspective, though, a little bit of good news for the holiday season is a modestly upbeat flourish on
what is otherwise still a very challenging
retail market.
2013 was the shortest online shopping season since 2002 with only 27 days between Thanksgiving and Christmas. Despite the condensed season, online sales grew by 18% over last year, and November plus December accounted for 27% of total annual sales for the average US retailer; a higher share than any other country.
The online shopping season is upon us, and it's shaping up to be the biggest year yet. Adobe is predicting over $143B in online spend. Consumers will be relying heavily on their smartphones, spending $14B more this season.
Voici la 6ème édition complète (les 5 volumes) de l'étude annuelle UPS Pulse of Online Shopper™. Développée en partenariat avec comScore et Astound Commerce, cette étude vise à fournir des informations sur les comportements et les préférences des acheteurs en ligne. Les 5 volumes sont réunis en un seul (Digital Evolution, a Mobile Mindset, Channel Dynamics, the Savvy Shoppers & Retail Fundamentals.). C'est une bible pour mieux connaître les comportements des acheteurs. Bonne lecture !
Defining the role of packaging as part of the online shopping experience
For more white papers and webinars, go to http://www.sldesignlounge.com
Or visit us at http://www.sld.com
Nielsen global connected commerce report january 2017clara lila
The document discusses online grocery shopping trends globally. It finds that while durable categories like fashion and travel dominate online purchases currently, consumable categories like personal care, meal kits, and packaged groceries are growing in popularity. Fresh groceries have more barriers to online adoption. Innovative fulfillment options beyond just home delivery, like curbside pickup, could help drive more online grocery shopping. Data from France shows alternative fulfillment there has helped drive strong growth in edible categories like cheese and yogurt being purchased online.
The document discusses trends in the B2B commerce market that will likely continue in 2019. It notes that the global B2B ecommerce market is worth $7.7 trillion and is growing. It predicts that in 2019 there will be continued growth in digital B2B commerce, more digital marketing by B2B companies, and younger researchers influencing purchase decisions. It also suggests that mobile shopping and B2B blogging will be increasingly important.
eMarketer Webinar: Canada Ecommerce—Pedal to the MetaleMarketer
The document discusses the growth of ecommerce in Canada. It notes that in 2013 Canada saw a turning point, with record online retail sales and growth in online apparel purchasing. While Canada remains behind countries like the UK and US in ecommerce penetration, it is expected to see strong double-digit annual growth in online retail sales through 2017. The document also profiles three Canadian ecommerce startups - SHOP.CA, Snuggle Bugz, and BuildDirect - that are helping drive innovation in the sector through their focus on areas like shipping, inventory, and supply chain management.
January 2010
That whooshing sound heard on Christmas morning was not the sound of Santa’s sleigh launching its return trip to the North Pole.
It was the collective sigh of relief by America’s retailers, as they squeaked through an intensely uncertain holiday season with positive growth numbers. Put in perspective, though, a little bit of good news for the holiday season is a modestly upbeat flourish on
what is otherwise still a very challenging
retail market.
2013 was the shortest online shopping season since 2002 with only 27 days between Thanksgiving and Christmas. Despite the condensed season, online sales grew by 18% over last year, and November plus December accounted for 27% of total annual sales for the average US retailer; a higher share than any other country.
The online shopping season is upon us, and it's shaping up to be the biggest year yet. Adobe is predicting over $143B in online spend. Consumers will be relying heavily on their smartphones, spending $14B more this season.
Adobe Digital Insights -- State of Travel 2019Adobe
Adobe’s "State of Travel" report offers the most comprehensive set of insights of its kind in the industry. This year we dive into the best day to book flights, booking trends among different generations, and where aspiring travelers get their inspiration for their next destination.
In preparation for the 2015 holiday sales season, SimilarWeb analyzed last year’s holiday Web traffic from America’s leading retailers, as well as Amazon Prime Day traffic on July 15, 2015. The data offers key insights into upcoming 2015 online holiday sales, and a deeper understanding for 2016.
- Even for complex B2B sales that require interfacing with sales representatives, customers now conduct online research first, with 94% doing some research and 71% starting with generic web searches.
- B2B prospects complete 57% of their purchase decision process online before engaging with a salesperson and do an average of 12 searches across multiple devices before visiting brand websites.
- B2B e-commerce sales have grown tremendously, increasing over 91% from 2006-2013 to over $5 trillion, and are projected to double the size of the B2C online market by 2020 as digital space becomes critical for companies to engage prospects.
With eCommerce growth expected to slow, down 13% from 14.3% in 2018 to 12.4% this year we wanted to determine if there were regional/demographic/behavioral differences.
Adobe Analytics’ survey of key decision makers at 403 U.S. retailers reveal valuable insights about how they plan to engage consumers this holiday shopping season.
Winning with customer data: Successful brands challenge data from big tech to...National Retail Federation
This document discusses strategies for brands to challenge data from large tech companies in order to grow their margins and market share. It notes that while social media usage and advertising revenues are growing, social media often underperforms other marketing channels in driving conversions. However, social media is better at driving consideration than direct conversions. The document advocates rethinking social media strategy and metrics to focus on engagement over conversions since social media users are usually not ready to purchase. Attribution models also need to be reworked to better account for social media's role in the full customer journey.
The document discusses how consumers, especially millennials, now have more power and control over businesses. It notes that trust in major institutions is declining globally. The document then presents four approaches for businesses to build healthier relationships with consumers: 1) Tailor solutions to implicit consumer needs, 2) Give consumers more input and control, 3) Align the brand with a strong, authentic purpose or culture, 4) Consider using blockchain technology to provide "trustless trust". The overarching message is that businesses must adapt to empowered consumers by bending to their needs, sharing control, and establishing trust in novel ways.
Adobe Digital Insights Holiday Recap Report 2016Adobe
This document provides a summary of Adobe Digital Insights' 2016 Holiday Recap Report. Some key findings include:
- The 2016 US holiday shopping season saw $91.7 billion in sales, an 11% increase year-over-year, driven by strong late season shopping.
- Smartphone usage increased but conversions lagged desktop, representing a $4.5 billion opportunity cost.
- Larger retailers grew sales more than smaller retailers, widening the "digital divide".
- International markets like the UK, France, and Canada saw similar or stronger growth than the US.
Digital, and mobile specifically, has had a massive impact on how consumers manage their finances—that’s for sure. However, while digital and mobile bank self-service offerings are most popular, new research finds that physical bank branches remain an important touch point.
Adobe Digital Insights Holiday Recap Report 2017Adobe
Adobe Digital Insights releases it's 2017 Holiday season recap report. Adobe finds that online holiday shopping season in 2017 tops expectations. Online shopping totaled $108.2B during the 2017 holiday season, representing 14.7% growth year-over year ($107.4B, 13.8% growth predicted)
The Thanksgiving weekend was one for the record books. Holiday shoppers took full advantage of deep discounts and spent over $19B dollars during the five days between Thanksgiving and Cyber Monday.
Cyber Monday and Black Friday stay dominant and emerge as mobile mega-days. Cyber Monday was the first day with over $2.0B in mobile shopping alone.
Big retailers won big, but small retailers competed on key days. The largest retailers saw big holiday season growth while smaller retailers had an advantage during the Thanksgiving weekend, particularly on mobile devices.
Big markets drive holiday growth. The nation’s largest markets saw big growth, particularly on key days.
Adobe Digital Insights has released its 2018 online Holiday shopping recap report. From record breaking revenue numbers on mobile devices, exponential B.O.P.I.S. (Buy Online Pick-Up In Store) growth, to the hottest products sold throughout the season, this report has everything you need to analyze and understand the busiest time of year for retailers.
IBM Online Retail Holiday Shopping Recap and 2014 OutlookLaurie Johnson
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.
The Buying Acceleration and Incentive Tool (B.A.I.T.)Leo Burnett
A new marketing tool created by Leo Burnett and Arc identifies how short-term sales offerings might align with long-term brand building. B.A.I.T was based on a six-month, 9,300-person study to help brands quicken the path to purchase and reinforce brand affinity.
Accenture Market Pulse survey 2019 for Banking in BelgiumAccenture BeLux
Banks in Belgium have seen improvements in customer satisfaction metrics like Net Promoter Score compared to last year, but customer loyalty, trust, and satisfaction are still lower than in previous years. While fewer customers say they stay with their bank out of habit, the relationship remains fragile. The survey found that customers value both digital services for simple tasks and human interaction for more complex activities. Banks can strengthen customer relationships by personalizing services, investing in digital channels, and maintaining the human element for important interactions.
This document discusses different approaches to processing emails in Ruby applications. It recommends using Postfix to receive emails and buffer them, then forwarding to an EventMachine SMTP server for processing. Example code is provided for configuring Postfix and writing a simple EventMachine SMTP server class to process incoming emails by chunks, validate recipients, and handle completed messages. More information and resources are provided for implementing this email processing architecture.
Por primera vez en su historia, el Club Atlético Osasuna alcanzó la final de la Copa del Rey tras derrotar al Atlético de Madrid en las semifinales. Osasuna jugó un gran partido en la ida en Pamplona donde dominó el encuentro de principio a fin gracias a su garra, entrega, despliegue físico y buen fútbol, aunque sólo pudo anotar un gol; mientras que en la vuelta en el estadio Vicente Calderón, a pesar de
Este documento presenta los resultados de una investigación etnobotánica realizada en Mérida, Venezuela. Se entrevistó a 15 informantes en 13 herbolarios para obtener información sobre las plantas medicinales utilizadas en los páramos de la Sierra Nevada. Se identificaron 13 especies utilizadas para tratar 38 afecciones, principalmente enfermedades respiratorias y problemas de circulación. Para 7 especies se reportaron usos medicinales no documentados previamente y para 5 especies se reportaron propiedades curativas por primera vez. Los hallazgos contribuyen al
Adobe Digital Insights -- State of Travel 2019Adobe
Adobe’s "State of Travel" report offers the most comprehensive set of insights of its kind in the industry. This year we dive into the best day to book flights, booking trends among different generations, and where aspiring travelers get their inspiration for their next destination.
In preparation for the 2015 holiday sales season, SimilarWeb analyzed last year’s holiday Web traffic from America’s leading retailers, as well as Amazon Prime Day traffic on July 15, 2015. The data offers key insights into upcoming 2015 online holiday sales, and a deeper understanding for 2016.
- Even for complex B2B sales that require interfacing with sales representatives, customers now conduct online research first, with 94% doing some research and 71% starting with generic web searches.
- B2B prospects complete 57% of their purchase decision process online before engaging with a salesperson and do an average of 12 searches across multiple devices before visiting brand websites.
- B2B e-commerce sales have grown tremendously, increasing over 91% from 2006-2013 to over $5 trillion, and are projected to double the size of the B2C online market by 2020 as digital space becomes critical for companies to engage prospects.
With eCommerce growth expected to slow, down 13% from 14.3% in 2018 to 12.4% this year we wanted to determine if there were regional/demographic/behavioral differences.
Adobe Analytics’ survey of key decision makers at 403 U.S. retailers reveal valuable insights about how they plan to engage consumers this holiday shopping season.
Winning with customer data: Successful brands challenge data from big tech to...National Retail Federation
This document discusses strategies for brands to challenge data from large tech companies in order to grow their margins and market share. It notes that while social media usage and advertising revenues are growing, social media often underperforms other marketing channels in driving conversions. However, social media is better at driving consideration than direct conversions. The document advocates rethinking social media strategy and metrics to focus on engagement over conversions since social media users are usually not ready to purchase. Attribution models also need to be reworked to better account for social media's role in the full customer journey.
The document discusses how consumers, especially millennials, now have more power and control over businesses. It notes that trust in major institutions is declining globally. The document then presents four approaches for businesses to build healthier relationships with consumers: 1) Tailor solutions to implicit consumer needs, 2) Give consumers more input and control, 3) Align the brand with a strong, authentic purpose or culture, 4) Consider using blockchain technology to provide "trustless trust". The overarching message is that businesses must adapt to empowered consumers by bending to their needs, sharing control, and establishing trust in novel ways.
Adobe Digital Insights Holiday Recap Report 2016Adobe
This document provides a summary of Adobe Digital Insights' 2016 Holiday Recap Report. Some key findings include:
- The 2016 US holiday shopping season saw $91.7 billion in sales, an 11% increase year-over-year, driven by strong late season shopping.
- Smartphone usage increased but conversions lagged desktop, representing a $4.5 billion opportunity cost.
- Larger retailers grew sales more than smaller retailers, widening the "digital divide".
- International markets like the UK, France, and Canada saw similar or stronger growth than the US.
Digital, and mobile specifically, has had a massive impact on how consumers manage their finances—that’s for sure. However, while digital and mobile bank self-service offerings are most popular, new research finds that physical bank branches remain an important touch point.
Adobe Digital Insights Holiday Recap Report 2017Adobe
Adobe Digital Insights releases it's 2017 Holiday season recap report. Adobe finds that online holiday shopping season in 2017 tops expectations. Online shopping totaled $108.2B during the 2017 holiday season, representing 14.7% growth year-over year ($107.4B, 13.8% growth predicted)
The Thanksgiving weekend was one for the record books. Holiday shoppers took full advantage of deep discounts and spent over $19B dollars during the five days between Thanksgiving and Cyber Monday.
Cyber Monday and Black Friday stay dominant and emerge as mobile mega-days. Cyber Monday was the first day with over $2.0B in mobile shopping alone.
Big retailers won big, but small retailers competed on key days. The largest retailers saw big holiday season growth while smaller retailers had an advantage during the Thanksgiving weekend, particularly on mobile devices.
Big markets drive holiday growth. The nation’s largest markets saw big growth, particularly on key days.
Adobe Digital Insights has released its 2018 online Holiday shopping recap report. From record breaking revenue numbers on mobile devices, exponential B.O.P.I.S. (Buy Online Pick-Up In Store) growth, to the hottest products sold throughout the season, this report has everything you need to analyze and understand the busiest time of year for retailers.
IBM Online Retail Holiday Shopping Recap and 2014 OutlookLaurie Johnson
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.
The Buying Acceleration and Incentive Tool (B.A.I.T.)Leo Burnett
A new marketing tool created by Leo Burnett and Arc identifies how short-term sales offerings might align with long-term brand building. B.A.I.T was based on a six-month, 9,300-person study to help brands quicken the path to purchase and reinforce brand affinity.
Accenture Market Pulse survey 2019 for Banking in BelgiumAccenture BeLux
Banks in Belgium have seen improvements in customer satisfaction metrics like Net Promoter Score compared to last year, but customer loyalty, trust, and satisfaction are still lower than in previous years. While fewer customers say they stay with their bank out of habit, the relationship remains fragile. The survey found that customers value both digital services for simple tasks and human interaction for more complex activities. Banks can strengthen customer relationships by personalizing services, investing in digital channels, and maintaining the human element for important interactions.
This document discusses different approaches to processing emails in Ruby applications. It recommends using Postfix to receive emails and buffer them, then forwarding to an EventMachine SMTP server for processing. Example code is provided for configuring Postfix and writing a simple EventMachine SMTP server class to process incoming emails by chunks, validate recipients, and handle completed messages. More information and resources are provided for implementing this email processing architecture.
Por primera vez en su historia, el Club Atlético Osasuna alcanzó la final de la Copa del Rey tras derrotar al Atlético de Madrid en las semifinales. Osasuna jugó un gran partido en la ida en Pamplona donde dominó el encuentro de principio a fin gracias a su garra, entrega, despliegue físico y buen fútbol, aunque sólo pudo anotar un gol; mientras que en la vuelta en el estadio Vicente Calderón, a pesar de
Este documento presenta los resultados de una investigación etnobotánica realizada en Mérida, Venezuela. Se entrevistó a 15 informantes en 13 herbolarios para obtener información sobre las plantas medicinales utilizadas en los páramos de la Sierra Nevada. Se identificaron 13 especies utilizadas para tratar 38 afecciones, principalmente enfermedades respiratorias y problemas de circulación. Para 7 especies se reportaron usos medicinales no documentados previamente y para 5 especies se reportaron propiedades curativas por primera vez. Los hallazgos contribuyen al
Este documento presenta varias lecciones básicas sobre el idioma garífuna, incluyendo frases para saludar, preguntar la fecha y el nombre, los colores, los números del 1 al 10, y palabras adicionales sobre temas como el tiempo, la dirección, partes del cuerpo, la ropa y la comida. El objetivo es ayudar a los estudiantes a aprender aspectos fundamentales del vocabulario y la gramática del idioma garífuna de manera sencilla.
Internet es una red mundial de ordenadores que permite la conexión entre sistemas a través de protocolos de comunicación. Surge en la década de 1960 y evoluciona con hitos como el establecimiento de ARPANET en 1969, la aparición de Mosaic en 1993 y el crecimiento exponencial de usuarios en la década de 1990. Los principales servicios de Internet son el World Wide Web, el correo electrónico, la transferencia de archivos y las redes sociales, mientras que conceptos como navegador, servidor, router, URL, dirección IP y protocolos
El documento presenta el resumen curricular de Ec. Oscar Eduardo Fernández-Guillén. Se detallan sus datos personales y formación académica como economista y estudiante de contaduría pública. También se describen sus experiencias profesionales en cargos administrativos, de docencia e investigación en la Universidad de Los Andes y otras instituciones, así como sus publicaciones, idiomas, competencias informáticas y participación en eventos académicos.
Clipping De Prensa Bodegas Mercados 2008yekito1974
La duodécima edición de la Feria "Bodegas y Mercados 2008" se llevará a cabo del 26 al 29 de junio en el estadio del Colegio Bartolomé Herrera en San Miguel. El evento busca apoyar a los más de 312 mil comerciantes de Lima a través de seminarios, demostraciones de productos y shows artísticos. Debido al crecimiento de grandes cadenas minoristas, los pequeños comerciantes deben adaptarse a las necesidades cambiantes de los consumidores para mantenerse competitivos.
Este documento resume un viaje familiar a Asturias y Cantabria del 1 al 16 de agosto de 2011. Incluye detalles de 7 días de visitas a lugares como Haro, el condado de Treviño, Avilés, Cabo Peñas, Oviedo y una sidrería. El viaje se hizo en coche y caravana, alojándose en diferentes campings. El clima fue mayormente nublado con lluvia, aunque hubo días soleados. Se visitaron puntos de interés culturales e históricos, playas y se probaron especial
The document provides an analysis of the Russian advertising market at the macro, industry, and consumer levels. At the macro level, it notes that the Russian media market is one of the fastest growing in the world, with TV and internet advertising expected to double by 2015. The total advertising market was worth €7.4 billion in 2012. At the industry level, it describes high competition among thousands of agencies and notes bargaining powers of suppliers and buyers. At the consumer level, it outlines differences between regions and generations of Russian consumers and attitudes towards domestic vs international brands.
Este documento establece el plan de estudios para la formación de maestros de educación preescolar en México. El plan se basa en un enfoque centrado en el aprendizaje y competencias, y promueve la flexibilidad curricular. Define las orientaciones, competencias generales y profesionales requeridas, y estructura la formación en cinco trayectos para lograr el perfil de egreso de la licenciatura en educación preescolar.
Los oyentes respondieron a la convocatoria hecha por adn
Radio (90.7 FM) para generar ideas que ayuden a mejorar la calidad de vida de los y las costarricenses.
La cantidad y la calidad de propuestas enviadas por los oyentes hablan por sí solas del nivel de conocimiento y preocupación que tienen los
ciudadanos por el rumbo del país.
Y lo que más nos interesa es esa convicción de que el cambio sobreviene cuando
los ciudadanos aportan y hacen algo para promover esa transformación que
nuestro país necesita para ser más eficiente, para eliminar la desigualdad y
generar nuevas oportunidades.
La realidad ha mostrado que muchos de los aportes ciudadanos se congelan en el
tiempo cuando no encuentran un escenario para exponerlos o hacérselos llegar a
los líderes del país.
Por eso adn Radio abri
The Constitution of India provides in article 14 – right to equality – “The State shall not deny to any person equality before law or the equal protection of the laws within the territory of India”. The constitution further ensures in article 15 that there will be prohibition of discrimination. In article 16, it states that there will be equality of opportunity in matters of public employment.
HAQ: Center for Child Rights
B1/2, Ground Floor,
Malviya Nagar
New Delhi - 110017
Tel: +91-26677412,26673599
Fax: +91-26674688
Website: www.haqcrc.org
FaceBook Page: https://www.facebook.com/HaqCentreForChildRights
Este documento lista los diferentes tipos de certificados de idiomas reconocidos por la Universidad de Almería para acreditar diferentes niveles de competencia en varios idiomas como inglés, francés, alemán, italiano y otros. Se dividen los certificados por idioma e incluyen la institución emisora, el nombre del certificado y el nivel de idioma que acredita.
The document analyzes differences between the Channel Operation Margin (COM) method and traditional statistical eye/BER analysis for evaluating signal integrity on high-speed channels. There are several sources of difference between the two approaches, including how channel characterization is performed, noise modeling, equalization techniques, and how jitter and crosstalk effects are calculated. The COM approach may overestimate crosstalk effects and either over or underestimate jitter effects depending on channel characteristics. Modifications to the COM procedure are proposed to improve accuracy.
Haider Ruf der Pfarre Haid - Festausgabe anlässlich 50 Jahre Kirchweihe.
Grußworte und Glückwünsche von Bischof Ludwig Schwarz, Landeshauptmann Josef Pühringer, Bürgermeister Manfred Baumberger und dem Evangelischen Pfarrer Georg Zimmermann.
Darüber hinaus finden Sie in dieser Ausgabe einen Überblick über alle pfarrlichen Angebote sowie einen Rückblick über die vergangenen 50 Jahre.
El documento describe un proyecto llamado ExcelFarma que tiene como objetivo mejorar la rentabilidad de las farmacias y potenciar su imagen de calidad a través de un proceso de autoevaluación y certificación. Las farmacias podrán obtener sellos de calidad en diferentes categorías de productos y si certifican en 3 o más categorías obtendrán un sello de excelencia. Esto les dará beneficios como diferenciación y reconocimiento público.
La Programación Neurolingüística (PNL) estudia la excelencia humana y cómo lograr cambios positivos a través de la comunicación efectiva. La PNL modela los patrones de comportamiento exitosos observados en otros para aplicarlos a uno mismo. Aunque comenzó modelando terapeutas, la PNL ahora se usa en varios campos como educación, negocios y deportes. La clave de la PNL es la práctica, no solo la teoría.
Este documento presenta el plan de sesiones para una unidad didáctica sobre las vocales. La sesión 1 introduce un cuento para familiarizar a los estudiantes con el tema de nuevos amigos. La sesión 2 trabaja en la descripción personal y el nombre propio. La sesión 3 se enfoca en reconocer letras comunes en los nombres. La sesión 4 es un repaso de las vocales a través de juegos. La sesión 5 presenta vocabulario del cuerpo humano. La sesión 6 incluye más actividades lúdicas sobre
To move into a higher velocity orbit, you need to fire the satellite's thrusters forwards. Firing forwards does negative work, which decreases the potential energy and increases the kinetic energy, resulting in a higher orbital velocity.
El documento describe el sistema GRIFOS de Telefónica para la supervisión de redes mediante el análisis del tráfico de red. GRIFOS proporciona funcionalidades como detección de problemas de red, generación de informes de calidad, correlación de protocolos y trazado de sesiones. Se ha implementado en operadoras como Telesp, Vivo y Venezuela para supervisar servicios como voz, NGN e Internet y optimizar la red, gestionar la calidad y detectar fraude.
[Nielsen] Whats next in e-commerce report Otc 2017Duy, Vo Hoang
This document discusses the growth of e-commerce and the omnichannel consumer. Some key points:
- E-commerce sales are growing rapidly but profitability remains elusive for many online retailers.
- Fast moving consumer goods (FMCG) will gain importance online as time-poor consumers seek convenience.
- Retail e-commerce is underutilized and poised for rapid changes as connectivity and mobile usage increases globally.
- Success will depend on understanding complex consumer purchasing dynamics across online and offline channels.
Offline vs. Online Retail: Development - Comparisons - Consumer View; Whitepa...Statista
This whitepaper shows how well traditional retail truly fares against online retail, and provides information on the barriers and chances for both offline retail and e-Commerce.
More information: statista.com
This 275-page report from September 2012 analyzes the e-retail market in the UK. It finds that online spending is expected to increase 15% to £31.2 million in 2012. Significant opportunities for growth exist among younger (15-24) and older (55+) shoppers. Tablets are opening online shopping to new consumers. The report provides detailed data and forecasts on online spending, shoppers, and sales across 14 retail sectors to 2016. It identifies challenges and opportunities for retailers to enhance their multichannel offerings and engage customers online.
The document analyzes trends in the Australian retail sector based on surveys of retailers and an analysis of online transactions, finding that while online and mobile sales are growing, many retailers have yet to fully integrate their digital and physical channels or leverage customer data analytics. Younger consumers are driving the growth of online spending but brand loyalty remains strong. The transition to digital is ongoing, with opportunities remaining for retailers to boost their online presence through improved customer experience, product selection, and marketing.
- The document discusses the emergence and growth of digitally native vertical brands (DNVBs), which are e-commerce focused brands that control their own distribution and product selection.
- DNVBs have grown as physical retail traffic declines, e-commerce increases, and the population of "digital natives" who prefer online shopping rises. Many DNVBs focus on apparel and fashion.
- Traditional retailers are adapting to consumers' shift to online shopping through omni-channel strategies, while investors can capture higher margins by investing in DNVBs, which avoid physical store costs. The document provides several examples of DNVBs and analysis of their funding and valuations.
- The document discusses the emergence and growth of digitally native vertical brands (DNVBs), which are e-commerce focused brands that control their own distribution and product selection.
- DNVBs have grown as physical retail traffic declines, e-commerce increases, and the population of "digital natives" who prefer online shopping rises. Many DNVBs focus on apparel and fashion.
- Traditional retailers are adapting to consumers' shift to online shopping through omni-channel strategies, while investors can capture higher margins by investing in DNVBs, which avoid physical store costs. The document provides several examples of DNVBs and analysis of their funding and valuations.
- On a single day in November more people logged onto China's most popular e-commerce site than the entire population of Brazil.
- China surpassed the US in 2013 to become the world's largest digital retail market, with online shopping spending growing over 70% annually since 2009 and expected to reach RMB 3.3 trillion by 2015.
- Chinese e-commerce shoppers display unique behaviors such as being comfortable with mobile purchases, comparing prices across sites, and using online research to inform in-store purchases.
The document discusses the growing influence of digital technologies on retail shopping behaviors. It finds that while digital influence continues to grow, the rate of growth is slowing. Large e-commerce and digital platform companies now define customers' expectations for digital experiences. Brick-and-mortar retailers still lag behind in meeting these evolving customer needs and preferences. The document advocates that retailers focus internally on understanding their own customers and product categories better through analyzing customer journeys and behaviors within their own stores and data. This could provide more actionable insights than an outward focus on competitors.
The global retail sales is forecasted at $19.7 trillion growing at 5.4% annually. Discount stores and convenience stores will be the fastest growing retail sub-segments in the coming years. Personalized customer experience is consistently ranked as the top challenge by retail executives, while retiring legacy systems and developing mobile applications are also key priorities. Seamless commerce across channels, reshaping the physical store experience, and big data analytics are leading trends transforming the retail industry.
The document summarizes key findings from a global survey of nearly 23,000 online shoppers conducted by PwC on consumer shopping behaviors and retail trends. Some of the main points from the summary are:
1) Chinese consumers are early adopters of new shopping behaviors like mobile commerce and provide insight into future global trends. What is popular in China now will become more widespread globally in the coming years.
2) While consumers prioritize value, price remains very important across all income levels and countries. However, value also incorporates intangibles like convenience and trust in addition to just price.
3) Affordability is a major driver of shopping decisions due to slow global economic growth. Consumers are
The document summarizes key findings from a global survey of nearly 23,000 online shoppers conducted by PwC regarding retail trends. It finds that Chinese consumers are early adopters of new shopping behaviors like mobile commerce, and their behaviors often foreshadow trends in other countries. While consumers place importance on value and affordability, price remains the primary factor for many when choosing a retailer. Convenience is also an important part of value for shoppers in some countries. The survey shows consumers will purchase from out-of-country retailers primarily for better prices on certain product categories.
Consumers are increasingly in control of their shopping experiences, deciding where, how, and what to buy based on their own research. New technologies like smartphones and tablets are empowering consumers. Retailers are striving to provide omni-channel experiences across online and offline, but this is complex. While ecommerce is still a small percentage of total retail, it is growing rapidly and disrupting traditional retailers. Data and personalized experiences are key to meeting evolving consumer demands.
This document outlines plans to transform digital retail marketing efforts according to 8 principles: always learning, creating experiences for all touchpoints, connecting with customers online, helping customers shop anywhere, listening to understand customer needs, knowing key metrics, quickly providing solutions, and collaborating across teams. The goal is to satisfy changing consumer expectations for seamless, personalized shopping. Retailers are urged to improve their online presence, engage customers on social media, respond to reviews, and enable digital shopping in stores. Teams are asked to assess skills, share best practices, and ensure top customer experiences online and through new technologies.
This is a succinct guide for getting your digital marketing strategy right. Full of research to back up tips for data, mobile, video, programmatic and more. Written by the Head of Digital Marketing Advisory for TORI Global, Dominic Yacoubian.
As the immediacy of receiving the products you need becomes a non-issue in e-commerce due to increasingly smart logistics, the main challenge left is the desire to try or feel the products first. This might be the simplest explanation for the rise of omni-channel, where the online, mobile or social channels, and brick & mortar stores, are mixed into a seamless shopping experience, each leveraging its own virtues and supporting the other channels at the same time. E-commerce is not, nor has it ever been, merely a ͞sales channel͟, and companies have adapted to this notion. ͞Don’t think of e-commerce as a channel. It’s a way for consumers to research, to buy, to experience brands and then, ultimately, to have them have fulfilled͟, says Coca-Cola North America’s EVP Sandy Douglas. E-commerce, therefore, is becoming a component of omni-channel commerce. Brick & mortar competitors establish digital presence, and previously pure-play digital competitors establish a physical presence. Recent acquisitions have established the market’s dynamics even further – e.g., Amazon’s acquisition of Whole Foods Market, and Walmart’s acquisition of Jet.com and Bonobos. More retailers today use stores as display spaces that support the need to try out and try on prior to purchasing online.
This study analyzed data from 143 million sessions and €447 million in online revenue from e-commerce websites between July 2016 and June 2017. The key findings were:
1. Google generated 62% of traffic and 63% of revenue, maintaining its dominant position, though its influence is waning as paths to purchase become more diverse.
2. Mobile now accounts for over half (52%) of sessions, but desktop generates 61% of revenue and has higher conversion rates and average order values. Cross-device attribution is an area for improvement.
3. Speed matters - sites with faster page loads saw greater revenue growth, demonstrating the importance of optimizing site speed.
The report provides benchmarks on key metrics to
Retailers are taking steps to improve online conversion rates for clothing sales, which typically hover around 3%. A survey found the main barriers are customers not being able to see product quality, check fit, or determine correct size. Retailers are testing solutions like virtual fitting rooms, optimizing product pages, and free returns. Reducing high return rates is also a priority as they can reach 40% online versus traditional stores. Technology may help address these issues to boost online fashion sales.
China’s rise as a global leader in ecommerce has been nothing less than stunning. This year, online retail sales are expected to swell to $1.5 trillion, representing a quarter of China’s total retail
sales volume, and more than the retail sales of the ten next largest markets in the world – combined.
This document provides an overview of ecommerce in China, the United States, and India. It discusses the history and types of ecommerce, as well as major players in each country's ecommerce market like Alibaba in China and Amazon in the US. China has the largest ecommerce market size currently, while ecommerce is growing rapidly in India and expected to surpass the US. The document also analyzes the strengths, weaknesses, opportunities, and threats for ecommerce companies operating in each country.
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81% des utilisateurs utilisent désormais leurs terminaux mobiles pour rechercher des produits avant de se rendre en magasin. L’étude note par ailleurs qu’en un an les smartphones ont remplacé les tablettes comme vecteurs privilégiés d’achats retail.
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4. Appointment Booking Service: Home Depot In-Store Appointment Maker
Home Depot, in an eff ort to provide a consultati ve
dimension to its self-service/DIY products, has
implemented an in-store appointment maker
applicati on. The app is very detailed, allowing
customers to identi fy their niche requirements
based on specifi c types of products, via an online
form. Users can also select stores anywhere
between 5-100 miles from where they live. The
app also provides an opti on to make that store the
‘default’ choice so that the next ti me the customer
has to access the app, it avoids duplicati on of
eff orts in fi lling out all the details once again. The
user subsequently schedules the appointment by
selecti ng a convenient date and ti me.
Source: Home Depot website
4
the availability of mature
technologies for both these
services facilitate technical
deployment and easier service
adopti on with several months’
lead ti me. We believe these
two services should form the
initi al focus for any retailer
that is looking towards digital
technologies as a means of
driving physical in-store traffi c.
Appointment Booking
Service Drives Up-sell
The Appointment Booking service
revolves around the concept
of in-store sales advisors who
assist shoppers and recommend
relevant products in line with
their requirements. This, in turn,
can encourage customers to
increase their spend. In fact, in a
survey conducted with more than
1,000 North American shoppers,
48% indicated that helpful store
associates moti vated them to
spend more in-store5
.
The Appointment Booking service
provides a diff erenti ated off ering
compared to pure online players
due to the presence of dedicated
sales advisors. The service also
increases the consumer’s average
shopping basket size due to
up-selling of complementary
products. It also records consumer
data prior to scheduling, which
can be used for follow-ups in the
case of no shows or no purchase.
Several retailers have started
implementi ng Appointment
Booking services. Home Depot
is one such retailer that has
already implemented an in-store
appointment maker; the service
allows customers to schedule
appointments through the website
(see insert)6
.
Schedule your initial in-store appointment with a Home Depot specialist.
To schedule an appointment with a particular associate or to schedule a follow-up appointment, please contact the store directly.
1. Select Product & Store
Product:
Store: Select a Store
2. Select Date & Time
3. Enter Contact Information
Select a Product
In-StoreAppointmentMaker
5. Online Shopping List
Service Catches the
Customer Early in the
Purchase Cycle
The Online Shopping List service
allows consumers to create lists,
plan their purchases in advance
and get relevant informati on
on selected products, such as
availability and off ers. Once
the customer is in-store, the
applicati on also informs about
useful relevant products previously
not considered, thereby increasing
the store’s up-sell potenti al.
Online shopping list services help
secure brand loyalty by narrowing
down the customer interacti on
to one parti cular channel. It
increases the average shopping
basket by recommending relevant
products according to consumers’
shopping requirements. Tesco is
one such retailer that has already
implemented an online shopping
list service called Tesco Finder
that enables customers to create
and share lists online, and add
products to the list in real-ti me
while at the store (see insert)7
.
Online Shopping List: Tesco Finder
Tesco, in its eff ort for providing customers with a
diff erenti ated experience, has introduced several
digital services. One of these services is a Digital
Shopping List; this service is loaded with many
features allowing users to easily identi fy their needs
and go about fulfi lling them with ease.
The Digital Shopping List service, named Tesco
Finder, in additi on to fi nding the nearest Tesco
store, also allows consumers to build a shopping
list by browsing through various product categories
and departments, share the list with friends and
add products to the list while they are in the store.
The service displays special off ers on products, store
ti mings, product availability in the selected store
and product details. Consumers can use the mobile
version of the service to locate products within the
store and add them to the list by simply scanning
the barcode.
A few of the other features, such as voice-enabled product search and in-store navigati on, let consumers
save ti me in fi lling up the list or picking up products from the store. The in-store navigati on feature creates
the shortest route within the store based on products in the consumer’s shopping list.
Tesco realizes the importance of using digital technology in bringing consumers to the store. This is
concurred by its CIO Mike McNamara, when he says, “I don’t think we have an online strategy, we have a
retailing strategy that is increasingly digital. Online is becoming part of the core business”.
Source: Tesco website
5
Groceries
Book details
Add itemShopping list
Milk
Rice flakes
+
<
Favourites
Basket
Orders
2 pending orders
Book details
Favourites Orders
Groceries Home
Book a slot
Favourites
Shop
Basket £ 26.17
Orders
Checkout
Tesco direct
FREE Click & Collect from over 750 scores
Technology & Gaming
Home Electrical
Home Furniture
DIY & Car
Garden
Toys +
+
+
+
+
+
<
Great offer on International tour
6. 6
Services such as Appointment
Booking and Online Shopping List
give retailers the ability to drive
additi onal revenues from the
incremental traffi c that they can
drive inside stores. We call such
enabler services “Click2Stores”.
The Benefits Case for
“Click2Stores” Services
Appointment Booking and Online
Shopping List services generate
substanti al fi nancial benefi ts for
retailers. However, these benefi ts
would also largely depend on
the product categories sold by
retailers.
Our analysis reveals that an
Appointment Booking service has
the potenti al to generate up to
2.2% of additi onal revenues per
year (see Figure 3). If a retailer
selling consumer electronics, such
as Best Buy, were to implement
an Appointment Booking service
it would have the potenti al
to generate additi onal annual
revenues up to $800 million based
on its current operati ng metrics.
Figure 3: Additional Revenue Generating Potential of Appointment Booking Service
Source: Capgemini Consulting Analysis
For each family of high value products, one customer
per week intended to buy the product but didn’t
because of the absence of a shop assistant.
Results
Benefits
Reduced loss of earning
due to in-store
assistance
Upselling due to an
appointment
Cut in acquisition
costs of qualified
contacts
Model
60% of the sales on an appointment generate
20% of upselling
The number of customers completing the online
questionnaire is twice the number
of appointments made
Sportswear
$ 60Average Basket Value
Hypotheses
3350Number of stores
6Number of families of high value products
30Number of appointments per week per store
50%Percentage of customers on appointment, buying with flexible budget
50%Part of overbooking on appointment
$ 3Value of a qualified contact
$ 65 M
$ 30 M
$ 30 M
$ 125 M
2.2% of sales
DIY
$ 80
2248
$ 80
2248
14
$ 3
$ 130 M
$ 28 M
$ 21 M
$ 180 M
0.25% ofsales
Consumer
Electronics
$ 200
4379
13
$ 4$ 4
$ 590 M
$ 135 M
$ 55 M
$ 780 M
1.6% ofsales
Online Shopping List
service can generate
between $1 billion and
$1.5 billion additional
revenues for large
grocery retailers.
7. 7
For DIY and grocery retailers, the
Appointment Booking service
could generate between 0.25%
and 0.1% of additi onal annual
revenue, respecti vely.
Similarly, our analysis reveals that
the Online Shopping List service
has the potenti al to generate up
to 0.3% of additi onal revenues
each year (see Figure 4). For
instance, grocery retailers such as
Wal-Mart could expect potenti al
additi onal revenues of around
$1 billion to $1.5 billion each
year by implementi ng an Online
Shopping List service. DIY retailers
Figure 4: Revenue Generating Potential of Online Shopping List Service
Source: Capgemini Consulting Analysis
Results
Benefits
*Data estimated based on calculation
Increase of the average basket
(1 to 2 additional products in the basket per transaction)
Increase of the purchase frequency
(2 additional transactions per year per household)
Food
superstore
leader
Non-food
superstore
Average basket
Hypotheses
Number of products in an average basket
$ 50 B
850 M*
1%
Average number of products forgotten per transaction
Revenue per year
Number of transactions per year
Percentage of customers adopting the service
Average number of transactions per year per household
Additional number of transactions per year per household
$ 870 M
$ 430 M
$ 1300 M
0.3% of sales
$ 59
4*
1
$ 447 B
13000 M *
2.5%
50
2
$ 33.4
25*
2
$ 125 M
$ 125 M
0.3% of sales
could generate additi onal annual
revenues of around 0.05%.
The success of both these services
depends on the product category
for which they are being uti lized.
For instance, Appointment
Booking service is most benefi cial
in the case of retailers selling
products with high average
basket value, as is the case with
categories such as consumer
electronics. On the other hand,
an Online Shopping List service
generates maximum benefi t for
retailers with higher number of
products per basket and higher
frequency of purchases, as is the
case with grocery retailers, for
example.
To fi nd out the adopti on and
maturity levels of these services
we conducted an analysis of
the top 30 global retailers. The
objecti ve was to identi fy maturity
levels of these services across
regions and channels.
8. 8
Benefits Case Methodology
We assessed the additi onal revenue generati ng potenti al of both the Appointment Booking and Online Shopping List services. We
considered global leaders for each of the categories considered as part of our benefi ts case analysis.
Appointment Booking
We assessed the Appointment Booking service across three product categories: Consumer Electronics, Sportswear and Do-It-
Yourself. The benefi ts case was based on the following criteria:
Average basket value
Number of stores
Number of families of high value products
Number of appointments per week per store (1 appointment every 20 minutes on Saturday for 1 FTE salesperson)
Segment of customers on appointment, purchasing with a fl exible budget of 20%
Part of over-bookings on Appointments
Value of a qualifi ed contact
We calculated the additi onal revenue generated per year based on the following benefi t models:
Decreased loss of earning due to availability of in-store assistance: Number of high value product families X Average shopping
basket comprising these products X Number of stores X Number of weeks per year.
Up-selling due to an appointment: Number of appointments per week X Number of stores X Number of weeks per year X
Average shopping basket comprising these products X Proporti on of the customers (50% purchasing with a fl exible budget of
20%).
Reduced acquisiti on cost of qualifi ed contacts: Number of appointments per week X Number of stores X Number of weeks per
year X {(1/Overbooking percentage (50%)} X Value of the enriched contact.
Online Shopping List
We assessed the Online Shopping List service across two categories: non-food superstore and food superstore. The benefi ts case
was based on the following criteria:
Average Basket
Number of products in an average basket
Number of products forgott en on an average during cashing (1 for a hypermarket and 2 for a specialized hypermarket)
Revenues per year
Number of checkouts per year
Percentage of customers adopti ng the service ( between 1% in a specialized hypermarket and 2.5% in a hypermarket)
Average number of transacti ons per year per household
Additi onal number of transacti ons per year per household due to the use of Online Shopping List service (2 additi onal
transacti ons per year)
We calculated the additi onal revenue generati ng potenti al based on the following benefi t models:
Increase in the Average Basket: Number of products forgott en on an average for each transacti on X (Value of an average
basket/ Number of products in an average basket) X Number of transacti ons per year X Percentage of customers adopti ng the
functi onality (1% to 2.5%).
Increase in Purchase Frequency: (Number of transacti ons per year/Average number of transacti ons per year per household) X
Percentage of customers adopti ng the service X Additi onal number of transacti ons per year per household X Average basket.
10. Figure 5: Service Maturity Levels Provided by Retailers for Online Shopping List
Source: Capgemini Consulting Analysis
10
EU Retailers Offer
Less Advanced Online
Shopping List Features
Furthermore, on analyzing the
maturity level of features off ered
for Online Shopping List we
found an interesti ng contrast
between North America and EU-
based retailers. The fi gure below
shows the service maturity level
achieved, across each category of
service, for Online Shopping List
in North America and Europe (see
Figure 5).
We found that EU-based retailers
are doing bett er than North
America in terms of providing
‘Basic’ features such as store
locator and use of coupons.
Out of 12 retailers from EU, 11
off er a majority of the ‘Basic’
features for Online Shopping List.
In comparison, only 4 out of 10
retailers from North America off er
the same features. On the other
hand, North American retailers
off er advanced features compared
to their EU counterparts – an
15%
Basic Services:
Use of coupons, Store Locator,
Barcode Scanning and Sharing via
email/SMS
Differentiators:
Synced with Mobile, Sharable on
Social media, Inventory check and
Product comparison tools
Premium Services:
In-store aisle location/navigation,
Voice-enabled search and Offers
based on in-store location
63%
73%
24%
20%
11%
North America EU
indicator of service maturity. As
many as 40% of North American
retailers off er a wide array of
innovati ve services such as in-
store navigati on and voice-enabled
search. In comparison, Tesco is the
only retailer in the EU that has a
portf olio of similar off erings.
In the next secti on, we look at how
retailers should go about designing
and implementi ng such services.
12. Key Success Factors to Consider When
Implementi ng “Click2Stores”
Our analysis of leading retailers
and their implementati on of these
two services have enabled us
to arrive at a set of key success
factors that should be considered
when designing “Click2Stores”
type services.
Create a compelling
multi-channel
experience with
“Click2Stores” Services
The success of both appointment
booking and online shopping list
hinges on being able to provide
a consistent service delivery
across multi ple channels. Many
retailers are yet to tap into criti cal
features that we believe have the
potenti al to drive more footf all
and revenues. For instance,
acti vity synchronizati on is a
criti cal feature of both services.
In the case of appointment
booking, customers want to sync
appointments with their mobile
device. They also want to be able
to instantly confi rm reservati ons
on the mobile platf orm. Similarly,
in the case of online shopping
list services, customers want the
ability to sync lists from the Web
to their smartphones as well as
pre-populate lists based on past
purchases.
Customize
“Click2Stores” Services
to Customer Needs
It is important to bear in mind
that the appointment booking
service takes a consultati ve
approach to selling. As such, it is
important to segment consumers
and design the purchase journey,
once in-store, according to
their requirements. Unlike the
appointment booking service that
is largely driven by in-store sales
associates, in the case of online
shopping list services, customers
want user interacti ons to be kept
to a bare minimum, once inside
the store. These subtle diff erences
should be captured in designing
eff ecti ve “Click2Stores” services.
Synchronize
“Click2Stores” Services
with your Store
Software and CRM
Database
In both services, geo-localizati on
and customer profi les should
determine the choice of store
locati on off ered as well as
product promoti ons pushed to
the consumer. Customers also
appreciate when retailers provide
them with real-ti me updates and
informati on about inventory and
pricing. This means syncing the
applicati on data with the store’s
own soft ware, so that inventory
and pricing updates are accurate.
Retailers should focus on providing
personalized promoti onal off ers
based on consumer data and
the provision to share shopping
lists across social media for
appointment booking and online
shopping list services, respecti vely.
Adopt a Dynamic
Approach while
Implementing
“Click2Stores” Services
Implementi ng the appointment
booking service has a strong
organizati onal impact on physical
retail stores. Before the customer’s
arrival at the point of sale, it is
criti cal to defi ne the appointment
12
schedule and process to opti mize
sales advisors’ schedules
(management of delays, no shows
and peak ti me). The sales advisors’
team has to be structured
(generalist or product specialist)
and trained/coached for this new
acti vity. Moreover, retailers need
to focus on areas which provide
the maximum benefi ts and ensure
an even uptake of appointments
slots by proacti vely off ering
service during off -peak hours.
A dynamic approach along with
proper communicati on with sales
advisors is criti cal to make the
transacti on and up-sell successful.
While retailers have adopted
both these services at varying
degrees of maturity, their eff orts
come across as fragmented. In
an age where consumers expect
a seamless, connected omni-
channel experience, retailers
need to have a comprehensive
and cohesive approach towards
implementi ng these services.
Doing so would enable retailers to
tap into the full range of benefi ts
off ered by digital services while
also maximizing channel potenti al.
13. 1 Forrester, “US Online Retail Forecast, 2012 To 2017”, March 2013
2 Wanderful Media Research, “Technology Blurs the Line of Online vs. In-Store Shopping”, December 2012
3 Capgemini Consulting analysis
4 Forbes, “Nordstrom Sees Sales Boost from Mobile POS Devices”, June 2012
5 Motorola, “Holiday Shopping Study”, December 2012
6 Home Depot In-Store Appointment Maker website
7 Tesco website
References
Authors
Eric Sindou
eric.sindou@capgemini.com
Olivier Guilhot-gaudeffroy
olivier.guilhotgaudeffroy@capgemini.com
Sarah Driay
sarah.driay@capgemini.com
Digital Transformation
Research Institute
dtri.in@capgemini.com
Jerome Buvat, Amrita Radhakrishnan and Ashish Bisht from the Digital Transformation Research Institute worked on this
paper.
The authors would also like to acknowledge the contributions of Olivier Pacaud.