e-Retail: Multichannel retail integration

Table of Contents

VERDICT VIEW

• CATALYST
• SUMMARY
• KEY MESSAGES
  • Consumers are increasingly demanding a seamless and constant shopping experience
  • In dealing with challenges such as multichannel fulfilment and attaining a holistic view of customer data it is imperative that retailers replace legacy systems
  • Implementation of new technology and multichannel services will aid closer integration

ANALYSIS

• Evolution of how consumers shop
  • Mobile phones
  • Kiosks
  • Catalogue

• Demands of cross-channel shoppers
  • Consistency is key
  • Flexible fulfilment
  • Service
  • Multichannel interaction
  • Business intelligence

• Problems on the road to integration
  • Legacy operations
  • Fulfilment challenges intensify
  • Retailers' management of data
  • Consistency of experiences

• Resolving problems and achieving multichannel integration
  • Fulfilment
  • Advancing the customer relationship through channel integration

• Use of technology to create consistency in shopping experiences
  • Instore
  • Online
  • Mobile phones and handsets

• Conclusion

FIGURES

• Figure: Use of remote shopping channels by age group 2008
• Figure: e-Retail expenditure forecast and y-o-y growth 2008-2013
• Figure: Year-on-year growth in online shopping population 2003-2013
• Figure: Online spending share of retail 2003-2013
• Figure: Demands of cross-channel shoppers 2009 - past and present
• Figure: Click & collect penetration - pay online or instore 2008
• Figure: Multichannel interaction - product research 2008
• Figure: Fulfilment options online 2009
• Figure: Development of the customer relationship 2009
• Figure: The use of technology to create experience consistency 2009
• Figure: Good use of video 2009
• Figure: Good use of visual merchandising 2009
• Figure: Good use of interactivity 2009