PPT 3-5 Customer Todays empowered consumers live in a multi-channel world -- Research products online, buy offline, and demand service everywhere Web & Email 24x7 Visual Call Center Convenient Immediate Kiosks Visual Convenient Pervasive Immediate 24x7 Brick & Mortar Touch/Feel Experience driven Consumers buy what they want, when they want, wherever they want
PPT 3-6 Why are Retailers Using Multiple Channels to Interact with Customers? Customer Want to interact in different ways Each channel offers a unique set of benefits for Customers
PPT 3-7 Unique Benefits Provided by Store Channel Browsing Touch and feel products Personal service Cash payment Immediate gratification Entertainment and social interaction
PPT 3-9 Unique Benefits Provided by Internet Channel Convenience Safety Broad selection Detailed information Personalization Problem-solving information
PPT 3-10 Will Consumers Shop Electronically from Home or Go to the Mall?
PPT 3-11 Whats the Big Deal About Shopping on the Internet ? $2.5 Trillion US Retail Sales $200 Billion Catalog and Direct Sales $ 4 Billion TV Home Shopping $ 50 Billion Internet Retailing Just a Drop in the Bucket, But Growing Fast!
PPT 3-12 Electronic Channel Influences Shopping Behavior Even though the electronic channel accounts for less than 2% of retail sales, the Internet is used extensively in the buying process
PPT 3-13 Positive Outlook for Future Younger people are growing up with computers view them as an appliance 55% of U.S. households have Internet access now and more have access at work Women use the Internet almost as much as men now 40% of people buying cars go to the Internet for info before seeing a dealer
PPT 3-14 Impediments to Shopping On-Line Technological concerns are becoming less important –Access to Internet –Bandwidth –Privacy, Security concerns Are the benefits of shopping on-line greater than the benefits of going to a store?
PPT 3-15 Factors Affecting the Diffusion of an Innovation Ease with which the innovation can be tried out On-line access Perceived risks of adoption Security, Privacy Perceived benefits compared to present alternatives (going to store or buying from catalogs)
PPT 3-17 Illustration - Judy Jamison - Part 1 Judy Jamison sits in front of her home electronic center reviewing her engagement calendar displayed on her TV screen. She sees that she has accepted an invitation to a formal cocktail party on Friday night and decides to buy a new dress for the occasion. She switches to her personal electronic shopper, FRED, and initiates the following exchange: FRED:Do you wish to browse, go to a specific store, or buy a specific item? Judy:Specific item. FRED:Type of item? Judy:Black dress. FRED:Occasion? (menu appears on screen) Judy:Formal cocktail party
PPT 3-18 Illustration - Judy Jamison - Part 2 FRED:Price range? (menu appears) Judy:$300 $500 FRED:497 items have been identified. How many do you want to review? Judy:5 Five pictures of Judy in each dress appear on the screen with the price, brand name, and the IHS retailer selling it listed beneath each one. Judy clicks on one of the dresses and it is enlarged on the screen. Another click and Judy views the dress from different angles. Another click and specifications such as fabric and laundering instructions appear. Judy repeats this routine with each dress. She selects the one she finds most appealing. FRED knows her measurements and picks the size that fits her best.
PPT 3-19 Illustration - Judy Jamison - Part 3 FRED:How would you like to pay for this? (menu appears) Judy:American Express FRED:Nieman Marcus [the firm selling the dress Judy selected] suggests a Xie scarf and Koslow belt to compliment the dress. [Judy clicks on the items and they appear on the screen. Judy inspects these items as she inspected the dresses. She decides to purchase both accessories. FRED then asks Judy about delivery. Judy selects two day delivery at a cost of $5.00] FRED:Just a reminder. You have not purchased hosiery in 30 days. Do you wish to reorder at this time? Judy:Yes FRED:Same shades? Judy:Yes
PPT 3-20 Why Do People Patronize a Retailer? Merchandise Assortments Service Convenience Information to make good selections Price - Total cost to customer Go to store, find right merchandise, return merchandise Entertainment Social interaction
PPT 3-21 Benefits of Electronic Channel Increased Assortment More Information to Evaluate Merchandise Drill Down as Much as You Want Full motion Video Personalization Fred, the Super Sales Associate Try It On Virtually Information for Solving Problems, Not Just Merchandise Characteristics Virtual Communities
PPT 3-23 Virtual Communities John Hagel III and Arthur G. Armstrong, Net Gain: Expanding Markets Through Virtual Communities. Boston: Harvard Business School Press, 1998 Definition: Virtual community is a network of members sharing common interests that interact with each other electronically.
PPT 3-24 Virtual Communities Virtual community is a network of members sharing common interests that interact with each other electronically. Examples: IVillage - Women Garden.Com - Gardeners Ibelieve.com
PPT 3-25 The Knot -- Solving Your Wedding Problems
PPT 3-26 Value Proposition to Members Full range of resources available to solve problem or satisfy from one source. Integrate content and communication maximizing value of the available resources Generation and dissemination of member generated information -- increases quality, breadth and depth of information.
PPT 3-27 Value Proposition for Members Meaningful personal relationships -- Opportunity to interaction with other people with common interests draws people to community. Fantasy and Entertainment Access to competing vendors and publishers
PPT 3-28 Value Proposition for Commercial Organizer Reduce cost of locating and targeting customers Reduce cost of motivating customers to make purchase decisions Opportunity for tailoring products, services, Lower capital investment – dont have to build store fronts. Broader geographic reach
PPT 3-29 Benefits for Community Manager Strengthen Brand Name, Reputation Build Customer Relationships Extend Database of Potential Customers Revenue Generation –Sell Merchandise –Sell Services to Members Membership fees (Annual Charge for Access) Usage fee (Downloads, Time of Access) Advertising (Charge Advertisers)
PPT 3-30 Sources of Revenue Subscription fees – fixed monthly charge Usage fee – charge based on usage Membership fees Content delivery fees – charge to download information Service fee – notification fee Advertising Transaction commissions Sales of membership list or access to members
PPT 3-31 Who Is Best Suited to Organize a Virtual Community? Concerned Consumers Content Providers - Vertical Publications Suppliers Retailers Offering Competing Products Unbiased, Good Reputation Know How to Run a Business Selling to Consumers -- Primary Revenue Source
PPT 3-32 What Merchandise Will Be Sold Successfully Over the Internet Look and See attributes vs. Touch and Feel attributes (?) Degree to which information can be used to predict satisfaction prior to purchase Gifts Services Might not need to Touch and Feel Touch and Feel not useful - Gifts Superior presentation of Touch and Feel Branding
PPT 3-34 Store-based Retailers vs. Electronic Retail Entrepreneurs Knowledge of Retailing Assortment Planning Distribution Systems Reputation Customer Database Convenient Location for Picking Up, Returning Merchandise, Warranty Service and Installation Vendor Relationships
PPT 3-35 Advantages of Retailers vs. Manufacturers Distribute Merchandise Directly to Customers Provide Assortments Collect and Use Information about Customers Widespread Disintermediation Unlikely
PPT 3-36 Summary Present Electronic Retailing Does Not Reflect the Future Potential -- Electronic Retailing Will Attract a Significant Segment --Much More than Catalogs Penetration of Electronic Retailing Will Be A Function of the Degree To Which Retailers Take Advantage of the Unique Properties of the Internet -Personalization and Interactivity Search Agents Are Critical to Provide Consumer Benefits Store-Based Retailers Are Well Positioned to Exploit This Opportunity But Might Not
PPT 3-37 Reasons for Becoming a Multi-Channel Retailer -Increase Share of Wallet -Overcome Limitations of Existing Format -Expand Market -Leverage Existing Assets -Brand Name, Inventory, Customer Database -Develop Insights in Customer Shopping Behavior
PPT 3-38 Issues Confronting a Multi-Channel Retailer Maintaining Brand Image Across Channels Merchandise Assortment Offered in Each Channel Pricing Across Channels
PPT 3-40 Customers Want to Recognized No Matter What Channel they Use Kiosk Internet Pervasive Call Center Customer Relationship Brick & Mortar Customers
PPT 3-41 Integration – Key to Multi-Channel Retailing Create a Seamless Experience Make it Easy Provide Support Know thy Customer Ordering Returns Refunds Call Center Shopping Advice Customer Service Needs and preferences One to One Marketing Synchronized & consistent service regardless of channel
PPT 3-42 Source: Progressive Grocer, 01 Feb 00; Grocery Headquarters, 01 Feb 00. Consumer does not find desired item in the store. Consumer goes to kiosk to search for product Kiosk links to chains web-site allowing consumers to find and purchase item Consumer places order online for home delivery or store pick-up at a later time Illustration of Multi-Channel Integration