Jill Puleri Vice President and Global Industry Leader for Retail IBM Global Business Services.
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Transcript of Jill Puleri Vice President and Global Industry Leader for Retail IBM Global Business Services.
![Page 1: Jill Puleri Vice President and Global Industry Leader for Retail IBM Global Business Services.](https://reader036.fdocuments.net/reader036/viewer/2022062421/56649e2c5503460f94b1bdce/html5/thumbnails/1.jpg)
Jill PuleriVice President and Global Industry Leader for Retail
IBM Global Business Services
![Page 2: Jill Puleri Vice President and Global Industry Leader for Retail IBM Global Business Services.](https://reader036.fdocuments.net/reader036/viewer/2022062421/56649e2c5503460f94b1bdce/html5/thumbnails/2.jpg)
2013 IBM Consumer Research Study
• 26,000
Respondents
• 14 Countries
From Transactions to Relationships: Connecting with the Transitioning Shopper
![Page 3: Jill Puleri Vice President and Global Industry Leader for Retail IBM Global Business Services.](https://reader036.fdocuments.net/reader036/viewer/2022062421/56649e2c5503460f94b1bdce/html5/thumbnails/3.jpg)
The Good News
4% increase over 2011$586B
HolidaySales
![Page 4: Jill Puleri Vice President and Global Industry Leader for Retail IBM Global Business Services.](https://reader036.fdocuments.net/reader036/viewer/2022062421/56649e2c5503460f94b1bdce/html5/thumbnails/4.jpg)
The Good News
HolidaySales
Online sales $96B
4% increase over 2011$586B
![Page 5: Jill Puleri Vice President and Global Industry Leader for Retail IBM Global Business Services.](https://reader036.fdocuments.net/reader036/viewer/2022062421/56649e2c5503460f94b1bdce/html5/thumbnails/5.jpg)
The Good News
HolidaySales In-store sales
$490B
Online sales $96B
4% increase over 2011$586B
![Page 6: Jill Puleri Vice President and Global Industry Leader for Retail IBM Global Business Services.](https://reader036.fdocuments.net/reader036/viewer/2022062421/56649e2c5503460f94b1bdce/html5/thumbnails/6.jpg)
Shopper’s Last Purchase
84%In Store
14%
Online
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Shopper’s Next Purchase
84%In Store
56%Store
Decided
9%Store
Abandoners
35%TransitionalCustomers
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The Revolution is Over
The Customer isin Control
![Page 9: Jill Puleri Vice President and Global Industry Leader for Retail IBM Global Business Services.](https://reader036.fdocuments.net/reader036/viewer/2022062421/56649e2c5503460f94b1bdce/html5/thumbnails/9.jpg)
The Showroomer
48% 33%Research while
in storeUse a mobile
device in store
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The Showroomer
58%Visit online
communities more than once a day
Over half write
positive reviews
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Learning to ListenSources used to influence strategy decisions
Source:Q15 What sources of information influence your marketing strategy decisions? n=1733
Market research
Competitive benchmarking
82%
80%
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Learning to ListenSources used to influence strategy decisions
Source:Q15 What sources of information influence your marketing strategy decisions? n=1733
Market research
Competitive benchmarking
82%
80%
Customer analytics
Consumer-generated reviews
Third-party reviews & rankings
Online communications
Blogs
74%
48%
40%
42%
26%
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The Digital Exhaust
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From Many to One
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• The Revolution Is Over• The Customer Is King (Again)• All Hail The King
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