e tailing

e-TailingRetailing in Electronic Commerce: Products and ServicesAjay Ojha 81Parampreet S Baweja 119Mohan Kumar 184Ranjeet S Sodhi 228Abhishek Sharma 229Gaurav Bhagat - 230

e-Tailing: IntroductionElectronic retailing, also known as e- Tailing, deals with selling products and services online via the World Wide WebE tailing is synonymous with business-to- consumer (B2C) transactionE-tailing began to work for some major corporations and smaller entrepreneurs as early as 1997*E-Tailers, also known as Electronic Retailers are the ones that sells goods or commodities to consumers electronically, as over the Internete-Tailing is considered the subset of e-Commerce

3-*

e-Tailing: How it works?3-*

3-*UK is one of the most mature marketsLargest market in EU39m out of 63.3m of UK population already buy online

2013 year of the mobileTwice as much spent on mobile devices in December 2013 compared to December 2012

Growth in 2013, supported by:Increase in services such as click/reserve and collect

US retailers fail to capitalize on overseas marketOver 1/3 of US retailers have not expanded internationally

In 2014, consumers in APAC will spend more online than those in North America APAC will claim more than 46% of digital buyers, onlly16.9% of population

Growth in 2014 will come from:Expanding online and mobile user bases in emerging marketsIncreasing mCommerce salesAdvancing shipping and payment optionsPush into new international markets by major brands

Sources: eConsultancy (January 2014), IMRG (January 2014), International Business Times (October 2013), eCommerce week (January 2014), bpost international (January 2014)$trnB2C eCommerce Sales WorldwideB2C eCommerce Sales Worldwide in 2014, by regione-Tailing: Key Stats

Article Review: e-Tailing trends: 7 predictions for 20143-*Tablet first design default for responsive websites is still desktop with tablets overtaking PCs in 2016 it is likely that responsive websites will be designed for tablet firstCross-channel purchase journeys currently cross-channel purchase journeys are being enabled by location and identification tools / solutions, i.e. iBeacons, and wearables such as Galaxy gearMobile payments wont take off until 2015 consumers still need a convincing reason on why they should use mwallets and until then retailers are unlikely to invest in this technology. A large number of different mwallet technologies have come to market recently still not known which of these will make the biggest impactConsumers learning value of data and privacy consumers are becoming more savvy about their digital presence and the value of their data to advertisers. Needs to be a clearer value exchange so consumers are incentivised to provide etailers with data about themselves and are aware on where that data is goingMobile and tablet purchase points according to some sources one in five store checkouts will take place on a mobile / tablet by 2015Reduce high return rates etailers currently face high return rates, on average return rates are 25% but some etailers face return rates of >50%. Customers need to have enough information to make an informed purchase and there is too much inconsistency in sizing solutions such as virtual changing rooms are attempting to combat thisLearn how to accelerate growth for bricks & mortar retailers it was easy to accelerate growth by opening a new store online retailers need to master how to continue growth of their online stores, by both attracting new customers and retaining existing customersSources: The Drum (February 2014), Talk Business Magazine (December 2013),

3-*Internet Marketing and Electronic Retailing

What Sells Well on the Internet?

TravelComputer Hardware and SoftwareConsumer ElectronicsOffice SuppliesSport and Fitness GoodsBooks and MusicToysHealth and BeautyEntertainmentApparel and ClothingJewelryCarsServicesPet Supplies

3-*Internet Marketing and Electronic RetailingCharacteristics of Successful E-TailingHigh brand recognitionA guarantee provided by highly reliable or well-known vendors Digitized format Relatively inexpensive itemsFrequently purchased itemsCommodities with standard specificationsWell-known packaged items that cannot be opened even in a traditional store

3-*E-Tailing Business Models

3-*E-Tailing Business ModelsClassification by Distribution ChannelMail-order retailers that go onlineDirect marketing from manufacturersPure-play e-tailersClick-and-mortar retailersInternet (online) malls

3-*E-Tailing Business Modelsdirect marketingBroadly, marketing that takes place without intermediaries between manufacturers and buyers; in the context of this book, marketing done online between any seller and buyervirtual (pure-play) e-tailersFirms that sell directly to consumers over the Internet without maintaining a physical sales channelclick-and-mortar retailersBrick-and-mortar retailers that offer a transactional Web site from which to conduct businessbrick-and-mortar retailersRetailers who do business in the non-Internet, physical world in traditional brick-and-mortar storesmultichannel business modelA business model where a company sells in multiple marketing channels simultaneously (e.g., both physical and online stores)Retailing in Online MallsReferring directoriesMalls with shared services

3-*E-Tailing Business ModelsOther B2C Models and Special RetailingRepresentative special B2C servicesPostal servicesServices and products for adultsWedding channelsGift registries

3-*On-Demand Delivery Systems and E-Grocerse-grocerA grocer that takes orders online and provides deliveries on a daily or other regular schedule or within a very short period of timeon-demand delivery serviceExpress delivery made fairly quickly after an online order is received

3-*Online Delivery of Digital Products, Entertainment, and Media

3-*Online Delivery of Digital Products, Entertainment, and MediaOnline EntertainmentExamples of online entertainmentWeb browsingInternet gamingFantasy sports gamesSingle and multiplayer gamesAdult entertainmentCard gamesSocial networking sitesParticipatory Web sitesReadingLive events

3-*Online Delivery of Digital Products, Entertainment, and MediaEntertainment-related servicesEvent ticketingRestaurantsInformation retrievalRetrieval of audio and video entertainment

3-*Online Delivery of Digital Products, Entertainment, and MediaDevelopments in the Delivery of Digital ProductsCD customization sitesThe disintermediation of traditional print mediaDigital delivery may replace or enhance traditional delivery methods for various types of digital content

3-*Online Purchase-Decision Aidsshopping portalsGateways to e-storefronts and e-malls; may be comprehensive or niche orientedshopping robots (shopping agents or shopbots)Tools that scout the Web on behalf of consumers who specify search criteriaSpy servicesWireless Shopping comparisonsBusiness Ratings SitesTrust Verification SitesOther Shopping ToolsAmazon.coms A9 Search EngineAnswers.com

3-*Issues in E-Tailing disintermediationThe removal of organizations or business process layers responsible for certain intermediary steps in a given supply chainreintermediationThe process whereby intermediaries (either new ones or those that had been disintermediated) take on new intermediary roles

3-*Issues in E-Tailing

3-*Issues in E-Tailing cyber mediation (electronic intermediation)The use of software (intelligent) agents to facilitate intermediationhyper mediationExtensive use of both human and electronic intermediation to provide assistance in all phases of an e-commerce ventureUnbundlingchannel conflictSituation in which an online marketing channel upsets the traditional channels due to real or perceived damage from competitionDetermining the Right PricePersonalizationFraud and Other Illegal ActivitiesHow to Make Customers Happy

Gender63%Female37%Male

Age range12%25-34 28%35-4430%45-5430%54+

HH with or w/o Children62%None38%Presence of Children

HH Income 4%Under Rs25,000 4%Rs25,000 - Rs35,00010% Rs35,001 - Rs50,00023%Rs50,001 - Rs75,00021%Rs75,001 - Rs100,000 5%More than Rs100,000 5% Prefer not to respondEducation 8%High school graduate23%Some college; no degree35%College graduate 9%Some graduate school25%Post-graduate degree

Online survey of 1,34 adults who shop online 4+ time annually, spending Rs 500 or more via the InternetMethodology Demographics

Overview- Consumer FeedbackShoppers want - and expect - more personalized online shopping experiences based on past purchases and behavior

Personalized product recommendations are convenient, save time and help shoppers make better choices

Shoppers perceive that the Internet is the channel where they are best known and receive personalized recommendations yet merchants do not know shoppers as well as they should

Shoppers are significantly to somewhat more loyal to a retailer that provides them with a personalized online experience

Personalized product recommendations are valued throughout the online shopping experience

By improving the personal relevance of related products shown, merchants have an opportunity to gain incremental sales

For greater convenience and time savings, shoppers want - and expect - more personalized online shopping experiences based on past purchases and behavior The Consumer Point-of-View

Q1

1. How often did you shop online for products during the past year?

Weekly37728%

Several times a month62947%

Once a month28221%

4 times per year574%

Less than 4x a year00%

Total1345100%

Weekly28%


Once a month21%

4 times per year4%

Q1

How often did you shop online for products during the past year?

Q2

2. How much do you spend online annually?

NOTHING00%

$101-$24900%

$250-$49900%

$500-$74941731%

$750-$99924418%

$1000-$149929322%

$1,500 or more39129%

Total1345100%

$500-$74931%

$750-$99918%

$1000-$149922%

$1,500 or more29%

Q2

How much do you spend online annually?

Q3

3. Which of the following best describes your feelings about personalization online? Check all that apply.

I would be willing to provide personal information in exchange for a more personalized shopping experience.25119%

I expect that my shopping experience online would be personalized based on past purchases.52839%

I want my shopping experience online to be more personalized so it saves me time when making purchase decisions.40630%

Greeting me by name is nice, but I would like to see more of a personalized shopping experience based on past purchases and behavior when I visit a website.40530%

I expect that my shopping cart would be saved for future visits so that I dont have to go to all the trouble to find the products I had previously selected.89466%

Which of the following best describes your feelings about personalization online? Check all that apply.

66%

39%

30%

30%

19%

MyBuys April 2008

Zoomerang Survey Results

Experiences with Online Personalized Product Recommendations

Response Status: Completes

Filter: No filter applied

Apr 20, 2008 12:22 PM PST


Weekly37728%


Once a month28221%



Total1345100%


NOTHING00%

$101-$24900%

$250-$49900%

$500-$74941731%

$750-$99924418%

$1000-$149929322%

$1,500 or more39129%

Total1345100%

PERSONALIZED EXPERIENCES







4. On a scale of 1-10 how well do your favorite merchants know you as a customer where 10 implies they know you extremely well?

1393%

2453%

3725%

41098%

527020%

618814%

725819%

824618%

9675%

10514%

Total1345100%

5. Comparing online to store-based selling, which of the channels where you shop typically knows you best? Rank 1-4 where 4 is the channel that knows you best and makes recommendations tailored for you.

Top number is the count of respondents selecting the option. Bottom % is percent of the total respondents selecting the option.1234

Internet341171234599

25%13%17%45%

Store210398492245

16%30%37%18%

Catalog11764450381

9%48%37%6%

TV Shopping Network677132116420

50%10%9%31%

6. How often do you feel that the products suggested on a website are tailored specifically for you?

All the time292%

Some of the time51338%

Once in a while66349%

Never735%

Never noticed675%

Total1345100%

7. Beyond the product you bought, how often do you purchase an additional product based on a merchants personalized recommendations?

All the time232%



Never23818%

Never noticed766%

Total1345100%

8. How do you typically react when you see products that are truly personalized for you on a website? Check all that apply.

I find them helpful and often make a purchase.17513%

Personalized product recommendations are convenient and save me time.32524%

Personalized product recommendations allow me to make better choices.28621%

I find them valuable and make a purchase once in a while.49237%

I find them valuable but dont typically make a purchase.45134%

I never notice products that are personalized during my web shopping experience.25219%

9. When receiving a personalized experience from an online retailer how much impact does that have on your loyalty to that particular retailer?

I am significantly more loyal1199%

I am somewhat more loyal36027%

It is a mixed bag depending on my current needs54040%

I am not necessarily more loyal32624%

Total1345100%

SITE-SPECIFIC OR EMAIL RECOMMENDATIONS

10. How valuable is it for you to receive personalized product recommendations in each of the following website locations?

Top number is the count of respondents selecting the option. Bottom % is percent of the total respondents selecting the option.not at all valuablenot very valuablesomewhat valuablevaluablevery valuable

Product pages140191578317119

10%14%43%24%9%

Shopping cart154254470294173

11%19%35%22%13%

Category page (i.e. dresses, notebook computers, applicances)129228560324104

10%17%42%24%8%

Brand page (i.e. HP showcase, Cuisinart cooking center, Kodak EZ Share camera headquarters)17832350224993

13%24%37%19%7%

Personalized home page (i.e. page that recommends products upon arrival like Amazon.com)140198456338213

10%15%34%25%16%

11. Post-order, how valuable is it for you to receive personalized product recommendations within each of the following communications?


Thank you page once I have checked out271340370210154

20%25%28%16%11%

Order confirmation211223195195521

16%17%14%14%39%

Shipping confirmation230231175165544

17%17%13%12%40%

Email with product recommendations specific to my past purchase217296509199124

16%22%38%15%9%

Email after purchasing a product asking for a rating and reviews226285475221138

17%21%35%16%10%

12. When you are shopping on a merchants product page or in the shopping cart, which one of the following has typically been your experience when you see Customers who bought this product also bought these products?

I usually peruse those products and always purchase.332%

I usually peruse those products and once in a while purchase one of them.71253%

I dont look at those products because theyve never been on target in terms of products I would likely buy.15411%

I have looked at those products in the past and they dont seem to be the types of products I would consider buying.31523%

I purchase a lot of gifts online and am not often interested in buying additional items at that time or in the near future.13110%

Total1345100%

13. What is your perception when receiving an email alert to let you know about products/promotions tailored for you or for backordered products you previously attempted to purchase? Check all that apply.

This retailer is customer-centric and truly provides a service.23517%

I believe this kind of communication is much more valuable than a generic promotion likely sent to all customers.49437%

I always open these kinds of communication.32824%

I always respond to these emails purchasing one or more of the products.393%

I sometimes respond to these emails purchasing one or more of the products.45334%

I respond the same as general communications.40530%

CROSS-CHANNEL

14. How often do you encounter retailers who provide personalized experiences in their stores, online and/or from their call centers?

Most of the time484%



Never18614%

Indifferent685%

Total1345100%

15. Which one of the following most closely describes your reaction to receiving personalized treatment from retailers accross all of their locations?

I feel like a special customer which makes me more loyal to that merchant.34225%

I enjoy it but it doesnt impact my purchasing from that retailer.51939%

Nonchalant, it is not important to me.41831%

I feel intimidated by such treatment.665%

Total1345100%

16. How would you rate your feelings regarding any potential privacy concerns when receiving personalized product recommendations?

I have no privacy concerns.54240%

It feels somewhat invasive but still enjoy seeing the personalized recommendations.47435%

It feels invasive and would prefer not to see such recommendations.18614%

I am somewhat turned off from shopping at that retailer.1007%

I am completely turned off from shopping at that retailer.433%

Total1345100%

DEMOGRAPHICS

17. What is your gender?

Male49237%

Female85363%

Total1345100%

18. Which of the following best represents your combined annual housefold income before taxes?

Under $25,000484%

$25,000 to $35,000524%

$35,001 to $50,00014010%

$50,001 to $75,00030623%

$75,001 to $100,00027821%

More than $100,00045834%

Prefer not to respond635%

Total1345100%

19. What is the highest level of education that you have completed to date?

Some high school or less30%

HIgh school graduate1058%

Some college, but no degree31423%

College graduate46835%

Some graduate school1219%

Post graduate degree33025%


Total1345100%

20. What best describe your current age range?

18-2410%

25-3415612%

35-4437728%

45-5440430%

54+40730%

Total1345100%

21. How many children under the age of 18 currently live in your household?

No children under 18 live in my household84163%

121216%

220815%

3494%

4232%

5 or more71%


Total1345100%

75% will trade privacy for personalization. 40% of shoppers have no privacy concerns; 35% enjoy receiving personalized recommendations although they consider them somewhat invasive but still enjoy PPRThe Consumer Point-of-View

Q1


Weekly37728%


Once a month28221%



Total1345100%

Weekly28%


Once a month21%

4 times per year4%

Q1


Q2


NOTHING00%

$101-$24900%

$250-$49900%

$500-$74941731%

$750-$99924418%

$1000-$149929322%

$1,500 or more39129%

Total1345100%

$500-$74931%

$750-$99918%

$1000-$149922%

$1,500 or more29%

Q2


Q3








66%

39%

30%

30%

19%

Q4


1393%

2453%

3725%

41098%

527020%

618814%

725819%

824618%

9675%

10514%

Total1345100%

one3%

two3%

three5%

four8%

five20%

six14%

seven19%

eight18%

nine5%

ten4%

Q4

On a scale of one-to-ten how well do your favorite merchants know you as a customer where ten implies they know you extremely well?

Q5




25%13%17%45%

Store210398492245

16%30%37%18%

Catalog11764450381

9%48%37%6%


50%10%9%31%

Comparing online to store-based selling, which of the channels where you shop typically knows you best? Rank 1-4 where 4 is the channel that knows you best and makes recommendations tailored for you.

CHANNELSKnows you bestKnows you least

4321

Internet45%17%13%25%

Store18%37%30%16%

Catalog6%37%48%9%

TV Shopping Network31%9%10%50%

Q6


All the time292%



Never735%

Never noticed675%

Total1345100%

All the time2%

Some of the time38%

Once in a while49%

Never5%

Never noticed5%

Q6

How often do you feel that the products suggested on a websiteare tailored specifically for you?

Q7


All the time232%



Never23818%

Never noticed766%

Total1345100%

All the time2%

Some of the time19%

Once in a while56%

Never18%

Never noticed6%

Q7

Beyond the product you bought, how often do youpurchase an additional product based on amerchant's personalized recommendations?

Q8








How do you typically react when you see products that are truly personalized for you on a website? Check all that apply.

24%

21%

19%

13%

37%

34%

Q9






Total1345100%

Significantly more loyal9%

Somewhat more loyal27%

Mixed bag depending on current needs40%

Not necessarily more loyal24%

Q9

When receiving a personalized experience from an online retailer how much impact does that have on your loyalty to that particular retailer?

Q10




10%14%43%24%9%


11%19%35%22%13%


10%17%42%24%8%


13%24%37%19%7%


10%15%34%25%16%

How valuable is it for you to receive personalized product recommendations in each of the following website locations?

LOCATIONSVery valuableValuableSomewhat valuableNot very valuableNot at all valuable

Personalized home page16%25%34%15%10%25%

Shopping cart13%22%35%19%11%30%

Product pages9%24%43%14%10%24%

Category page8%24%42%17%10%27%

Brand page7%19%37%24%13%37%

Q11




20%25%28%16%11%


16%17%14%14%39%


17%17%13%12%40%


16%22%38%15%9%


17%21%35%16%10%

Post-order, how valuable is it for you to receive personalized recommendations within each of the following communications?

COMMUNICATIONSVery valuableValuableSomewhat valuableNot very valuableNot at all valuable

Shipping confirmation40%12%13%17%17%

Order confirmation39%14%14%17%16%

Thank you page after checkout11%16%28%25%20%

Email after purchasing a product asking for a rating and reviews10%16%35%21%17%

Email with product recommendations specific to past purchase9%15%38%22%16%

Q10-11

Personalized Product Recommendations Ranked Very Valuable, Valuable & Somewhat Valuable

Product pages76%

Personalized home page75%

Category page74%

Shopping cart70%

Order confirmation67%

Shipping confirmation65%

Brand page63%

Email with product recommendations specific to past purchase62%

Email after purchasing a product asking for a rating and reviews61%

Thank you page after checkout55%

Q12







Total1345100%

When you are shopping on a merchants product page or in the shopping cart, which one of the following has typically been your experience when you see Customers who bought this product also bought these products?

53%

23%

11%

10%

2%

Q13








What is your perception when receiving an email alert to let you know about products/promotions tailored for you or for backordered products you previously attempted to purchase? Check all that apply.

37%

34%

30%

24%

17%

3%

Q14





Never18614%

Indifferent685%

Total1345100%

Most of the time4%

Some of the time29%

Once in a while49%

Never14%

Indifferent5%

Q14

How often do you encounter retailers who provide personalized experiences in their stores, online and/or from their call centers?

Q15






Total1345100%

Which one of the following most closely describes your reaction to receiving personalized treatment from retailers across all of their locations?

25%

39%

31%

5%

Q16







Total1345100%

How would you rate your feelings regarding any potential privacy concerns when receiving personalized product recommendations?

40%

35%

14%

7%

3%

MyBuys April 2008





Apr 20, 2008 12:22 PM PST







Total1345100%

DEMOGRAPHICS


Male49237%

Female85363%

Total1345100%


Under $25,000484%

$25,000 to $35,000524%

$35,001 to $50,00014010%

$50,001 to $75,00030623%

$75,001 to $100,00027821%

More than $100,00045834%


Total1345100%









Total1345100%


18-2410%

25-3415612%

35-4437728%

45-5440430%

54+40730%

Total1345100%



121216%

220815%

3494%

4232%

5 or more71%


Total1345100%

Merchants do not know shoppers as well as they should as 39% scored favorite merchants 5 or less on a ten-scale The Consumer Point-of-View

Chart6

0.03

0.03

0.05

0.08

0.2

0.14

0.19

0.18

0.05

0.04


Q1


Weekly37728%


Once a month28221%



Total1345100%

Weekly28%


Once a month21%

4 times per year4%

Q1


Q2


NOTHING00%

$101-$24900%

$250-$49900%

$500-$74941731%

$750-$99924418%

$1000-$149929322%

$1,500 or more39129%

Total1345100%

$500-$74931%

$750-$99918%

$1000-$149922%

$1,500 or more29%

Q2


Q3








66%

39%

30%

30%

19%

Q4


1393%

2453%

3725%

41098%

527020%

618814%

725819%

824618%

9675%

10514%

Total1345100%

one3%

two3%

three5%

four8%

five20%

six14%

seven19%

eight18%

nine5%

ten4%

Q4


Q5




25%13%17%45%

Store210398492245

16%30%37%18%

Catalog11764450381

9%48%37%6%


50%10%9%31%

Internet

Store

Catalog

TV Shopping Network

MyBuys April 2008





Apr 20, 2008 12:22 PM PST




25%13%17%45%

Store210398492245

16%30%37%18%

Catalog11764450381

9%48%37%6%


50%10%9%31%


All the time292%



Never735%

Never noticed675%

Total1345100%


All the time232%



Never23818%

Never noticed766%

Total1345100%













Total1345100%





10%14%43%24%9%


11%19%35%22%13%


10%17%42%24%8%


13%24%37%19%7%


10%15%34%25%16%




20%25%28%16%11%


16%17%14%14%39%


17%17%13%12%40%


16%22%38%15%9%


17%21%35%16%10%







Total1345100%








CROSS-CHANNEL





Never18614%

Indifferent685%

Total1345100%






Total1345100%







Total1345100%

DEMOGRAPHICS


Male49237%

Female85363%

Total1345100%


Under $25,000484%

$25,000 to $35,000524%

$35,001 to $50,00014010%

$50,001 to $75,00030623%

$75,001 to $100,00027821%

More than $100,00045834%


Total1345100%









Total1345100%


18-2410%

25-3415612%

35-4437728%

45-5440430%

54+40730%

Total1345100%



121216%

220815%

3494%

4232%

5 or more71%


Total1345100%

Shoppers perceive that the Internet is the channel where they are best known and receive personalized recommendations The Consumer Point-of-View

Q1


Weekly37728%


Once a month28221%



Total1345100%

Weekly28%


Once a month21%

4 times per year4%

Q1


Q2


NOTHING00%

$101-$24900%

$250-$49900%

$500-$74941731%

$750-$99924418%

$1000-$149929322%

$1,500 or more39129%

Total1345100%

$500-$74931%

$750-$99918%

$1000-$149922%

$1,500 or more29%

Q2


Q3








66%

39%

30%

30%

19%

Q4


1393%

2453%

3725%

41098%

527020%

618814%

725819%

824618%

9675%

10514%

Total1345100%

one3%

two3%

three5%

four8%

five20%

six14%

seven19%

eight18%

nine5%

ten4%

Q4


Q5




25%13%17%45%

Store210398492245

16%30%37%18%

Catalog11764450381

9%48%37%6%


50%10%9%31%



4321


Store18%37%30%16%

Catalog6%37%48%9%


MyBuys April 2008





Apr 20, 2008 12:22 PM PST




25%13%17%45%

Store210398492245

16%30%37%18%

Catalog11764450381

9%48%37%6%


50%10%9%31%


All the time292%



Never735%

Never noticed675%

Total1345100%


All the time232%



Never23818%

Never noticed766%

Total1345100%













Total1345100%





10%14%43%24%9%


11%19%35%22%13%


10%17%42%24%8%


13%24%37%19%7%


10%15%34%25%16%




20%25%28%16%11%


16%17%14%14%39%


17%17%13%12%40%


16%22%38%15%9%


17%21%35%16%10%







Total1345100%








CROSS-CHANNEL





Never18614%

Indifferent685%

Total1345100%






Total1345100%







Total1345100%

DEMOGRAPHICS


Male49237%

Female85363%

Total1345100%


Under $25,000484%

$25,000 to $35,000524%

$35,001 to $50,00014010%

$50,001 to $75,00030623%

$75,001 to $100,00027821%

More than $100,00045834%


Total1345100%









Total1345100%


18-2410%

25-3415612%

35-4437728%

45-5440430%

54+40730%

Total1345100%



121216%

220815%

3494%

4232%

5 or more71%


Total1345100%

81% of these shoppers find value in truly personalized products on a site because they are convenient,save time and help them make better choicesThe Consumer Point-of-View

Q1


Weekly37728%


Once a month28221%



Total1345100%

Weekly28%


Once a month21%

4 times per year4%

Q1


Q2


NOTHING00%

$101-$24900%

$250-$49900%

$500-$74941731%

$750-$99924418%

$1000-$149929322%

$1,500 or more39129%

Total1345100%

$500-$74931%

$750-$99918%

$1000-$149922%

$1,500 or more29%

Q2


Q3








66%

39%

30%

30%

19%

Q4


1393%

2453%

3725%

41098%

527020%

618814%

725819%

824618%

9675%

10514%

Total1345100%

one3%

two3%

three5%

four8%

five20%

six14%

seven19%

eight18%

nine5%

ten4%

Q4


Q5




25%13%17%45%

Store210398492245

16%30%37%18%

Catalog11764450381

9%48%37%6%


50%10%9%31%



4321


Store18%37%30%16%

Catalog6%37%48%9%


Q6


All the time292%



Never735%

Never noticed675%

Total1345100%

All the time2%

Some of the time38%

Once in a while49%

Never5%

Never noticed5%

Q6


Q7


All the time232%



Never23818%

Never noticed766%

Total1345100%

All the time2%

Some of the time19%

Once in a while56%

Never18%

Never noticed6%

Q7


Q8









24%

21%

19%

13%

37%

34%

MyBuys April 2008





Apr 20, 2008 12:22 PM PST













Total1345100%





10%14%43%24%9%


11%19%35%22%13%


10%17%42%24%8%


13%24%37%19%7%


10%15%34%25%16%




20%25%28%16%11%


16%17%14%14%39%


17%17%13%12%40%


16%22%38%15%9%


17%21%35%16%10%







Total1345100%








CROSS-CHANNEL





Never18614%

Indifferent685%

Total1345100%






Total1345100%







Total1345100%

DEMOGRAPHICS


Male49237%

Female85363%

Total1345100%


Under $25,000484%

$25,000 to $35,000524%

$35,001 to $50,00014010%

$50,001 to $75,00030623%

$75,001 to $100,00027821%

More than $100,00045834%


Total1345100%









Total1345100%


18-2410%

25-3415612%

35-4437728%

45-5440430%

54+40730%

Total1345100%



121216%

220815%

3494%

4232%

5 or more71%


Total1345100%

77% of the time a merchants personalized recommendations result in additional product purchases The Consumer Point-of-View

Chart8

0.02

0.19

0.56

0.18

0.06


Q1


Weekly37728%


Once a month28221%



Total1345100%

Weekly28%


Once a month21%

4 times per year4%

Q1


Q2


NOTHING00%

$101-$24900%

$250-$49900%

$500-$74941731%

$750-$99924418%

$1000-$149929322%

$1,500 or more39129%

Total1345100%

$500-$74931%

$750-$99918%

$1000-$149922%

$1,500 or more29%

Q2


Q3








66%

39%

30%

30%

19%

Q4


1393%

2453%

3725%

41098%

527020%

618814%

725819%

824618%

9675%

10514%

Total1345100%

one3%

two3%

three5%

four8%

five20%

six14%

seven19%

eight18%

nine5%

ten4%

Q4


Q5




25%13%17%45%

Store210398492245

16%30%37%18%

Catalog11764450381

9%48%37%6%


50%10%9%31%



4321


Store18%37%30%16%

Catalog6%37%48%9%


Sheet7


All the time232%



Never23818%

Never noticed766%

Total1345100%

All the time2%

Some of the time19%

Once in a while56%

Never18%

Never noticed6%

Sheet7


Q6


All the time292%



Never735%

Never noticed675%

Total1345100%

All the time2%

Some of the time38%

Once in a while49%

Never5%

Never noticed5%

Q6


MyBuys April 2008





Apr 20, 2008 12:22 PM PST


All the time232%



Never23818%

Never noticed766%

Total1345100%













Total1345100%





10%14%43%24%9%


11%19%35%22%13%


10%17%42%24%8%


13%24%37%19%7%


10%15%34%25%16%




20%25%28%16%11%


16%17%14%14%39%


17%17%13%12%40%


16%22%38%15%9%


17%21%35%16%10%







Total1345100%








CROSS-CHANNEL





Never18614%

Indifferent685%

Total1345100%






Total1345100%







Total1345100%

DEMOGRAPHICS


Male49237%

Female85363%

Total1345100%


Under $25,000484%

$25,000 to $35,000524%

$35,001 to $50,00014010%

$50,001 to $75,00030623%

$75,001 to $100,00027821%

More than $100,00045834%


Total1345100%









Total1345100%


18-2410%

25-3415612%

35-4437728%

45-5440430%

54+40730%

Total1345100%



121216%

220815%

3494%

4232%

5 or more71%


Total1345100%

Over 1/3 (36%) of shoppers are significantly to somewhat more loyal to a retailer that provides them with a personalized online experienceThe Consumer Point-of-View

Chart9

0.09

0.27

0.4

0.24

When receiving a personalized experience from an online retailer how much impact does that haveon your loyalty to that particular retailer?

Q1


Weekly37728%


Once a month28221%



Total1345100%

Weekly28%


Once a month21%

4 times per year4%

Q1

0

0

0

0


Q2


NOTHING00%

$101-$24900%

$250-$49900%

$500-$74941731%

$750-$99924418%

$1000-$149929322%

$1,500 or more39129%

Total1345100%

$500-$74931%

$750-$99918%

$1000-$149922%

$1,500 or more29%

Q2

0

0

0

0


Q3













Q4


1393%

2453%

3725%

41098%

527020%

618814%

725819%

824618%

9675%

10514%

Total1345100%

one3%

two3%

three5%

four8%

five20%

six14%

seven19%

eight18%

nine5%

ten4%

Q4

0

0

0

0

0

0

0

0

0

0


Q5




25%13%17%45%

Store210398492245

16%30%37%18%

Catalog11764450381

9%48%37%6%


50%10%9%31%



4321


Store18%37%30%16%

Catalog6%37%48%9%


Q6


All the time292%



Never735%

Never noticed675%

Total1345100%

All the time2%

Some of the time38%

Once in a while49%

Never5%

Never noticed5%

Q6

0

0

0

0

0


Q7


All the time232%



Never23818%

Never noticed766%

Total1345100%

All the time2%

Some of the time19%

Once in a while56%

Never18%

Never noticed6%

Q7

0

0

0

0

0


Q8















Q9






Total1345100%

Significantly more loyal9%

Somewhat more loyal27%

Mixed bag depending on current needs40%

Not necessarily more loyal24%

Q9

0

0

0

0

When receiving a personalized experience from an online retailer how much impact does that have on your loyalty to that particular retailer?

MyBuys April 2008





Apr 20, 2008 12:22 PM PST






Total1345100%





10%14%43%24%9%


11%19%35%22%13%


10%17%42%24%8%

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