Multi-Channel Retailing

Table of Contents

Executive Summary

• US Web-Influenced Retail Store Sales vs. Retail E-Commerce Sales, 2007 & 2012 (billions and CAGR*)
• Key Questions

The eMarketer View

• Key eMarketer Numbers-US Multi-Channel Retailing
• Precision Shopping
• The Intelligent Retail Organization

The Rise of Multi-Channel Retailing

• Annual Growth in US Total Retail Industry Sales* vs. Retail E-Commerce Sales, 2001-2007 (% change)
• Breakdown of Online Sales Revenues among the Top 500 US Retail Web Sites, by Type of Company, 2006 (% of total)
• Primary Holiday Shopping Retail Channel Used by US Online Buyers, November 2007 (% of respondents)
• Cross-Channel Shopping Behavior of US Online Shoppers, 2006 (% of respondents)

The Impact of Online Research on In-Store Buying

• US Web-Influenced Retail Store Sales vs. Retail E-Commerce Sales, 2007-2012 (billions)
• US Web-Influenced Retail Store Sales and Retail E-Commerce Sales As a Percent of Total Retail Industry Sales, 2007-2012
• US Web-Influenced Retail Store Sales and Retail E-Commerce Sales As a Percent of Total Retail Industry Sales, 2007-2012
• Frequency with which US Online Shoppers Research Products Online before Purchasing In Store, by Gender, 2007 (% of respondents)
• Demographic Profile of US Cross-Channel Shoppers vs. the General Population, Q2 2006 (% of respondents in each group)
• Products that US Online Shoppers Have Researched Online before Purchasing in a Store*, 2007 (% of respondents)
• US Internet Users Who Research Select Products/Services Online before Purchasing in a Store, by Gender, November-December 2006 (% of respondents in each group)
• Select Ways the Internet Has Improved the In-Store Shopping Experience according to US Internet Users, by Gender, January 2007 (% of respondents)
• Reasons that US Cross-Channel Shoppers Research Products Online and Purchase Them Offline, Q2 2006 (% of respondents)
• Web Sites US Online Shoppers Use Initially for Researching Products Online, 2007 (% of respondents)
• Online Resource Used Most Frequently by US Online Shoppers for Product Research, July 2007 (% of respondents)
• Reasons that US Cross-Channel Shoppers Purchase from an Offline Retailer Different from the Retailer' s Site Used for Research, Q2 2006 (% of respondents)

The State of Multi-Channel Retailing

• Organizational and Operational Issues
  • Organization Structure Used by US Store-Based Multi-Channel Retailers, 2007 (% of respondents)
  • Integrated Functionalities between Web Sites and Stores that Retailers in North America Are Interested in Upgrading, January-February 2007 (% of respondents)
  • Barriers Preventing Retailers in North America from Implementing Fully-Integrated Cross-Channel Merchandise Planning, 2007 (% of respondents)
  • Initiatives Planned by US Online Retailers to Improve Web Site Performance, Q1 2007 (% of respondents)
• Customer Relationship Management (CRM)
  • Up-to-Date Technologies for Customer Relationship Management Used by Retailers in North America, January-February 2007 (% of respondents)
  • Attitudes and Behavior of US Online Shoppers toward Personalized Product Recommendations* on E-Commerce Web Sites, July 2007 (% of respondents)
  • US Retailers with E-Commerce Systems that Use Customer Data to Make Product Recommendations Based on Past Purchases, by Business Model, April 2006 (% of respondents in each group)
  • Interactive Customer Functionalities on Web Sites that Retailers in North America Are Interested in Upgrading, January-February 2007 (% of respondents)
  • US Online Retailers' Level of Customer Segmentation, 2005-2007 (% of respondents)
• Buy Online/Pick Up or Return At Store
  • Importance of Online Retailer Allowing Option of Picking Up or Returning Item At Store according to US Online Buyers, 2007 (% of respondents)
  • Select Multi-Channel Features Offered by US Leading Online Retailers, Q4 2006 (% of sites surveyed)
  • Product Return Rate for Online Orders among Retailers in North America, 2007 (% of respondents)
• In-Store Web Access
  • Implementation and Upgrading of In-Store Customer Service Technologies by Retailers in North America, January-February 2007 (% of respondents)
  • Retailers in North America that Provide Incentives to In-Store Associates for Online Orders, 2007 (% of respondents)
• The Role of Catalogs in Multi-Channel Retailing
  • Online Sales of US Mail Order Catalog Marketers, 2005 & 2006 (% of total sales)
  • Select Cross-Channel Shopping Activities of Customers of US Multi-Channel Retailers, 2007 (% of each group)
  • Leading Retail Web Site Features Used by US Online Buyers this Holiday Season, November 2007 (% of respondents)

Customer Satisfaction and Loyalty

• Top 25 US Online Retailers during the Holiday Season, Ranked by Customer Satisfaction, 2006 & 2007 (based on a 100-point scale* and % change)
• US Online Holiday Shopper Customer Satisfaction* with Leading Online Retailers, December 2007 (% of respondents)
• Likely Actions of US Online Shoppers As a Consequence of Dissatisfaction with the Performance of a Retail Web Site, April 2006 (% of respondents)
• US Online Holiday Shoppers Who Are Less Likely to Return to a Web Site due to a Frustrating Online Shopping Experience with that Web Site, 2005 & 2006 (% of respondents)
• US Online Holiday Shoppers Who Are Less Likely to Shop at a Retailer' s Physical Store due to a Frustrating Online Shopping Experience with that Retailer, 2005 & 2006 (% of respondents)

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