It’s really about knowing your customer
Showing them you’re listening, caring, adopting, anticipating,
Going-the-extra-mile by doing the large-, small-, and in-between things showing you really care
Leaders put the customer at the center of the business….
2. What has changed in the
World of Retail
Customers are more connected, more
empowered and demand satisfaction
Seamless customer interactions are
sought across all channels
Fulfillment models are being
transformed with on-demand options
3. of companies say they
have or are close to
having a holistic view
of their customers
of consumers say
their favorite retailer
understands them
Source: The Consumer Conversation – eConsultancy Report
4. Source: The Consumer Conversation – eConsultancy Report
…WHAT CUSTOMERS SAY
of brands are satisfied
with their ability to resolve
conflicts with customers
of consumers who had a significant
customer service issue in the last
twelve months say that the company
resolved their conflict "very effectively."
WHAT BRANDS THINK…
Satisfaction gap exists as well …
5. Retailers must now leverage brand advocates as the new
strategic advantage
5
91% of consumers say
they like to share views
about their brand
experience with other
consumers
81% received advice
through a social site
about an upcoming
purchase
74% found it influential
in their buying decision
91% of mobile users keep
their phone within one
meter’s reach 24/7
150 is the average times a
mobile user checks their
device each day
37% of consumers say
they post comments
about retailers once or
more a week
Sources: Yahoo/BBDP Survey, Bloomberg Businessweek Survey,
IBM IBV Study, Morgan Stanley Research
15. Orvis
Orvis uses IBM Marketing Solutions to employ powerful flowchart logic, segmented offers, offer
assignment, and channel selection.
88% 2yrs
reduction in digital and
non-digital campaign
and reporting costs
record profits
after solution
implementation 40%
reduction in email
costs versus prior
outsourced solution
25. JCC Payment Systems
JCC Payment Systems is using IBM Payments solutions to deliver SEPA transaction processing as a
service to creditors and banks across Cyprus.
SEPA 250K
Transaction processing to creditors and
banks – enriching its service offering
and driving growth
SEPA Direct
Debits processed
daily at peak times
28. IBM Commerce delivers nearly 15x ROI for every dollar spent
50% of IBM Retail
Solutions transacted over
50% more online sales
than the next closest retail
solution provider
2/3
of business transactions for
the US retail sector are
conducted on mainframes
5 of the top 6
retailers globally use
IBM Retail capabilities and
solutions
#1 The IBM e-
commerce platform has
been ranked #1 by top
industry analysts for
15 consecutive years
70
of the top 100 global
retailers are powered by
IBM retail solutions
MoreTop 500
online retailer sales are
powered by IBM Retail
Solutions than any other
platform provider