The way customers shop has changed forever, they demand easy, seamless, personalized online experiences. They want what they want, when and where they want it – and retailers that have responded are significantly outperforming those that haven’t. Learn more:

1. eCommerce
Capabilities
for Success
4 Essential

2. The Way Customers Shop Has
Changed Forever.
Customers now demand easy, seamless, personalized
online shopping experiences. They want WHAT they
want, WHERE and WHEN they want it – and retailers
that have responded are significantly outperforming
those that haven’t.
1

3. 2
We have now reached a
tipping point where mobile
traffic exceeds desktop traffic.
It’s why Google search
rankings now penalize web
sites that aren’t mobile friendly.
2

4. Mobile is changing digital commerce like
nothing before and it has far-reaching implications.
Responsive design is the key to mobile optimized browsing experiences, but
not all retailers have the underlying technology to support it, necessitating
deeper changes to their eCommerce platform.
The goal?
Build for mobile to give customers
the experience they expect.
#1 Design for the Mobile Shopper

5. Customers expect:
• A clear view of inventory across channels with
accurate delivery times
• Flexible fulfillment options like BOPUS, ship-from-store,
express delivery... just to name a few.
• Seamless experiences and consistent prices across
channels – desktop, mobile, in store.
Overall, 60% of customers expect omni-channel services.
#2 Deliver Omni-Channel Experiences
3

6. #3 Get Personal
88% of consumers say the average retailer does not
understand them. Organizations must:
• Treat each customer as a segment of one with
personalized marketing and merchandising tactics.
• Deliver the same experience —consistently— across
every device and channel… from first touch to checkout!
• Give online merchandisers the tools they need to create
and manage customer experiences without IT.
4

7. 63% of retailers increased
their merchandising budget in 2015.
How are your budget and staffing dedicated to
online merchandising changing this year?
Budget Staffing
increasing decreasing/staying flat don’t know
33%
5%
63%
44%
8%
49%
4
5

8. More than ever, retailers must think about growing sales beyond
existing segments by expanding to new markets and
attracting new customers in existing markets.
• Expand to new geographies like Latin America and
China with large growth potential.
• Build segment and brand specific sites to attract new
customers with unique context and experiences.
• Improve time to market with an agile eCommerce
platform.
Grow Sales Beyond Existing Segments#4

9. Are you ready?
Click here to view the Forrester webcast
The Essential Commerce
Capabilities That Will Differentiate Your Brand.
1
Omnichannel Winners of the Top 500: A Survival Guide for Store-Base E-Retailers, 2016
2
IBM U.S. Retail Online Holiday Shopping Recap 2015
The Essential Commerce Capabilities That Will Differentiate Your Brand, Forrester, 2016
3 5
4
EConsultancy, The Consumer Conversation:
The experience void between brands and their customers.