Jason "Retailgeek" Goldberg presents the "Era of the Empowered Shopper" at the CrossView CrossChannel Executive Summit in Greenbrier , Virginia on May 2011.
6. Why Cross-Channel?
$1 SPENT ONLINE GENERATES:
“45% of in-store visitors pay a visit
to homedepot.com first”
- Hal Lawton, President, Home Depot Online
$60 IN-STORE
$10
“We know that 60% of our U.S.
store sales are influenced by our
customers’ experience on
IN-STORE
bestbuy.com”
- Brian Dunn, CEO, Best Buy
CrossView.com 6
7. “ We know that 60%
of our U.S. store sales are influenced by our
customers’ experience on bestbuy.com, and 40%
of the products we sell online are picked up in-store.
”
Brian Dunn
CEO
Best Buy
CrossView.com 7
8. “ We are a company that grew up with both a catalog
and stores. Today, our catalog has become an
inspiration piece that drives customers to shop online
or in-store. Our goal is to create a customer
seamless across
experience that is
all channels.”
Barbra Turf
CEO
Crate & Barrel
CrossView.com 8
9. “ 21% of internet transactions
involve research in-store. ”
Ian Geddes
Lead Retail Partner
Deloitte LLP
CrossView.com 9
10. “ Customers that use 3 or more of our channels spend
6 times what single-channel shoppers spend.
”
Glen Senk
CEO
Urban Outfitters
CrossView.com 10
11. Multiple Touchpoints on Path to Purchase
Direct Marketing Web Store
Call Center
Retail Interactive Mobile Web Store
Mobile
Self-Service
Mobile POS Retail POS
CrossView.com 13
29. By 2014, Mobile Will Overtake Desktop Internet
MOBILE vs. DESKTOP INTERNET USER PROJECTION
2,000
1,600
INTERNET USERS (MM)
1,200
800
400
0
2007 2008 2009 2010 2011 201 2013 2014 2015
2
Source: Morgan Stanley
CrossView.com 31
30. Mobile
BROWSING & RESEARCHING ON MOBILE DEVICE
18 - 34
60
INTERNET USERS (MM)
50
35 - 55
40
55 & Older
30
20
10
NOV 2009 JULY 2010 DEC 2010
SURVEY SURVEY SURVEY
Oracle: Mobile Trends: Consumer Views of Mobile Shopping and Mobile Service Providers
CrossView.com 32
31. “ Eventually, we think mobile will be the majority of the
searches and the majority of the
revenue.”
Eric Schmidt
CEO
Google
CrossView.com 33
32. “ Ultimately, these devices will impact the in-store experience
(even) more than the online experience. ”
Glen Senk
CEO
Urban Outfitters
CrossView.com 34