1. Dial In: 916-233-3088 Access code: 258- 817-146 DELIVERING THE VALUE SHOPPERS EXPECT THROUGH PERSONALIZATION

2. Today’s Speakers SHAUN SCHOOLEY Vice President Client Success MyBuys LAUREN FREEDMAN President The e-tailing group, inc.

3. Housekeeping … How to get “Consumer Insights into Multi-Channel Interactions: Practical Tools for Profitable Selling” White Paper, findings from the 3 rd Annual MyBuys/e-tailing group Consumer Insights Survey: All attendees will receive via email Available to download on the MyBuys website This Webinar will be recorded and available for viewing on the MyBuys website Type questions in on the right hand control bar for a Q&A session at the end

4. The Personalization Experts 64 of the IR 500 Customer size: $3M - $6B 250+ Retail Clients – Internet Retailer “Top Personalization Provider 2009” – more than any other personalization provider Where We Came From:

5. Why MyBuys Commissioned This Thought Leadership Continual pulse on the consumer Gathering historical perspective and monitoring trends Validating our vision for personalized merchandising Confirming consumer interest in personalized merchandising on site, via email, and beyond Incorporating feedback into best practices and merchant outreach

6. About the e-tailing group 15 years e-commerce consulting Author, It’s Just Shopping 50+ years traditional retail and catalog experience Fortune 500 client projects ranging from strategic planning, merchandising, marketing, to technology development and messaging Cross-category projects spanning specialty retail to departments e-Commerce expert and frequent speaker at industry events, trade associations Proprietary research studies on mystery shopping, merchandising and consumer behavior.

7. CONSUMER INSIGHTS INTO MULTI-CHANNEL INTERACTIONS: PRACTICAL TOOLS FOR PROFITABLE SELLING FINDINGS FROM THE 3 RD ANNUAL MYBUYS/E-TAILING GROUP CONSUMER SURVEY

8. Today’s Agenda I.State of Personalized Merchandising II.The Product Page III.Post Order and Email Experience IV.Extending Personalized Merchandising V.The e-tailing group Personalized Merchandising Checklist

9. Surveyed 1021 consumers (49%M/51%F) who have shopped online 4X or more spending $250 9

10. Consumer Insights into Multi-Channel Interactions: Practical Tools for Profitable Selling I. State Of Personalized Merchandising 3 rd annual mybuys e-tailing group consumer insights survey

11. Multiple online shopping personalities afford many merchandising opportunities to recommend product

12. 43% find personalized merchandising helpful, convenient and a time-saver enabling better choices

13. 39% state that personalized merchandising is very to somewhat important in the overall shopping experience

14. 77% of consumers will take advantage of add-on selling opportunities

15. All categories lend themselves to add on purchasing with media, apparel & health & beauty ranking highest

16. Consumer Insights into Multi-Channel Interactions: Practical Tools for Profitable Selling II. The Product page 3 rd annual e-tailing group consumer insights survey

17. Beyond the standard product page elements merchant recommended products play an important role for consumers

18. Road Runner Sports - Product Page Messaging: You May Also Like # of Recommendations: 2 Personalized Tactics: Cross- selling Page Position: Bottom Other Merchandising of Note: Shop easy! Get personal alerts Live Help access VIP Club tout

19. 2/3rds of shoppers expect merchants to recommend similar products as well as related items on the product page

20. Online Shoes - Product Page Messaging: You May Also Like and Recommended for You # of Recommendations: 5/2 Personalization Tactic: Alternative Products and Up-selling Page Position: Bottom Other Merchandising of Note: View all products from brand being featured including logo Customer Service branding Recently Viewed

21. J.Crew – Product Page Messaging: Our Stylists Also Love # of Recommendations: 5 Personalization Tactic: Cross- selling Page Position: Right Other Merchandising of Note: Appointments with personal shopping expert Customer service banner information

22. 76% of the time shoppers tend to upgrade their selections as a result of retailer suggestions

23. Discovery Channel Store – Home Page Messaging: You May Also Like # of Recommendations: 3 Personalization Tactic: Up-selling Page Position: Right Other Merchandising of Note: Tabbed interface Preview clip Customer Service confidence Building links

24. Consumer Insights into Multi-Channel Interactions: Practical Tools for Profitable Selling III. Post Order & Email Experiences 3 rd annual e-tailing group consumer insights survey

25. 53% of consumers value personalized merchandising in order and shipping confirmations

26. Consumers now expect to receive additional merchandising via post-order communication Emails that confirm orders (53%) and shipping confirmations (45%) top the list

27. 46% always/sometimes buy something as a result of post-order recommendations

28. Barnes & Noble – Shopping Cart Confirmation Barnes & Noble – Cart Confirmation Merchandising Elements: 4 Personalization Tactics: Gift with Purchase Community Introduction via Book Clubs Gift Cards Free Gift Reminders

29. Lancome – Order Confirmation Merchandising Elements: 1 Personalization Tactics: Best Sellers Other Merchandising of Note QuickShop functionality Customer Service contact information Social links

30. Gaiam – Shipping Confirmation Gaiam - Shipping Confirmation Merchandising Elements: 3 Personalization Tactics: Up-selling Other Merchandising of Note Contest Ratings Reviews

31. Consumer Insights into Multi-Channel Interactions: Practical Tools for Profitable Selling IV. Extending Personalized Merchandising 3 rd annual e-tailing group consumer insights survey

32. 52% of merchants vs. 41% in 2009 indicated that their attention is focused on personalization e-tailing group 2010 Merchant Survey

33. The Promise of Personalization Arrives e-tailing group 2010 Merchant Survey

34. Sharing assumes an elevated role Consumers are inclined to share information with friends about products found while browsing (57%) as well as products that they purchase online (65%)

35. 18-44 year olds are more apt to share information with friends 35

36. The Container Store – Product Page Sharing

37. Facebook takes the lead as consumers engage via social media where friends and merchant voices count

38. Intermix – Facebook Merchandising

39. Merchants can leverage traditional marketing to test personalized merchandising

40. After browsing for a specific item, 28% find retargeting on information sites is helpful and can result in a purchase

41. USA Today – Retargeting

42. Golf Galaxy – Retargeting

43. Consumer Insights into Multi-Channel Interactions: Practical Tools for Profitable Selling And Now, a Word from Our Sponsor… 3 rd annual e-tailing group consumer insights survey

44. MyBuys Profile-Driven Merchandising Personalize Every Interaction Remember and Build on What You’ve Learned Understand Individuals Across Every Channel SOCIAL

45. Make Recommendations Stronger Customers who viewed this item also viewed… … Do you just blindly take the top 3? Or consider what you should already know? Let’s look a little deeper into the catalog… Highly Personalized Rec’s #5 Pin ($17) #9 Mer ($14) #3 Cab ($33) And personalize the recommendations… #1 Chard ($60) #3 Cabernet ($17) #2 Zinfandel ($33) Crowd-Based Recs Are Strong

46. Use Prime Real Estate Wisely You May Also Like… Use the “best of the best” for your prime real estate

47. Use Prime Real Estate Wisely You May Also Like…

48. Client Success Stories: Wine Enthusiast MyBuys Profile Store Drives Increased Customer Lifetime Value For The Wine Enthusiast

49. V. The e-tailing group Personalized Merchandising Checklist Ensure that your product page has both the core and category- centric elements that make for a comprehensive shopping experience Learn about your shopper as they browse and buy from your site. Upsells and Cross-sells that are personalized to the shopper is only the start of merchandising to them individually. Post-order confirmations are opportune times to remarket to shoppers with recommendations and promotional messaging Reach out to your customers via social strategies where Facebook and Twitter should be natural fits for most businesses Augment your product page with sharing tools to take advantage of viral marketing Move out of your comfort zone and test retargeting tools to explore when and where customers will make the final selection

50. Contact Information Lauren Freedman President, the e-tailing group p. 773-975-7280 e. LF@e-tailing.com www.e-tailing.com Shaun Schooley VP Client Success MyBuys p. 650-232-1432 e. sschooley@mybuys.com www.MyBuys.com