Date post: | 18-Nov-2014 |
Category: |
Documents |
Upload: | james-cameron |
View: | 415 times |
Download: | 1 times |
IMRG Members
The e-retail market position
• The majority of British adults now shop online:51%
• 82.5% of Britons have internet access
• 15% of internet users access via mobile devices
Source: BPS IMRG Report April 2010
2010 summary
0
5
10
15
20
25
Percentage increase year on year
Forecast 13%
Forecast growth Q4 16%
Actual 23%
2010
-5
0
5
10
15
20
25
30
Q1 Q2 Q3 Q4
Total Market
Multichannel
Online Only
Total Market (excluding travel
% Quarterly Year on Year Growth in IMRG Capgemini E-
Retail Sales Index
Consumer behaviour is rapidly changing
• 48% of all consumers now own a smart phone*
*eCustomerServiceIndex results January 2011**Social Media Benchmark January 2011***Online Christmas activity December 2010
Consumer behaviour is rapidly changing
• 48% of all consumers now own a smart phone*
• 31.79% of smart phone owners have used their phone to shop online for products*
*eCustomerServiceIndex results January 2011**Social Media Benchmark January 2011***Online Christmas activity December 2010
Consumer behaviour is rapidly changing
• 48% of all consumers now own a smart phone*
• 31.79% of smart phone owners have used their phone to shop online for products*
• 43.06% of smart device owners have used their phone to research products before purchase*
*eCustomerServiceIndex results January 2011**Social Media Benchmark January 2011***Online Christmas activity December 2010
Consumer behaviour is rapidly changing
• 48% of all consumers now own a smart phone*
• 31.79% of smart phone owners have used their phone to shop online for products*
• 43.06% of smart device owners have used their phone to research products before purchase*
• Consumer’s increasingly using social media to interact with brands; Topshop are now actively engaged with well over 1 million customers via Facebook alone**
*eCustomerServiceIndex results January 2011**Social Media Benchmark January 2011***Online Christmas activity December 2010
Consumer behaviour is rapidly changing
• 48% of all consumers now own a smart phone*
• 31.79% of smart phone owners have used their phone to shop online for products*
• 43.06% of smart device owners have used their phone to research products before purchase*
• Consumer’s increasingly using social media to interact with brands; Topshop are now actively engaged with well over 1 million customers via Facebook alone**
• Consumers are already using their smart phones on the high street to give feedback, check stock levels and compare prices across retailers*
*eCustomerServiceIndex results January 2011**Social Media Benchmark January 2011***Online Christmas activity December 2010
Consumer behaviour is rapidly changing
• 48% of all consumers now own a smart phone*
• 31.79% of smart phone owners have used their phone to shop online for products*
• 43.06% of smart device owners have used their phone to research products before purchase*
• Consumer’s increasingly using social media to interact with brands; Topshop are now actively engaged with well over 1 million customers via Facebook alone**
• Consumers are already using their smart phones on the high street to give feedback, check stock levels and compare prices across retailers*
• Internet use over Christmas had increased by 15% in just two short years***
*eCustomerServiceIndex results January 2011**Social Media Benchmark January 2011***Online Christmas activity December 2010
Satisfaction across the customer journeySatisfied
Dissatisfied
eRetailBenchmark
mCommerceBenchmark
HomepageSearch
(Keyword)Search
(Navigation) Product pages
Shopping Basket Purchase Delivery
Thank [email protected]