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eShopper Index ®

Analyzed companies list

eShopper Index ®

2015

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eShopper Index ®

What is eShopper Index?

Website Mobile

Social platforms

Customer services

CRM OmniChannel

§  The eShopper Index is the only International Index to: ü  Analyze and rank E-Commerce

performances of leading players all along the customer journey before, during and after the purchase

ü  Cover 14 sub-steps of the customer journey through over 250 criteria

ü  Provide cross sector comparisons through over 110 US and Europe companies

ü  Identify best practices on all these sub-steps including OmniChannel

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eShopper Index ®

eShopper Index measures each E-Commerce ecosystem’s performance on 14 sub-steps all

along the customer journey

§  For each analyzed player, we: ü  order several products and return them back ü  contact customer service through each possible channel (phone, mail, chat social media…) ü  analyze the customer journey through 250 criteria along 14 sub-stages

Editorial

O

mni

Cha

nnel

Before purchase

Social Media

Mobile

User Interface

Product Page

During purchase

Sales Funnel

Customer Service

Newsletter

After purchase

Communica-tion emails

Customer Account

Delivery & Package

Return & Refund

C

usto

mer

Rel

atio

nshi

p

Man

agem

ent

CRM

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eShopper Index ®

2015 eShopper Index: analyzed companies *

* Temporary list / Subject to change Additional companies

3 Suisses Darty Jimmy Choo Puma Adidas Décathlon John Lewis Rakuten Amazon Dell Justfab Ralph Lauren American Apparel Dior Parfums Kate Spade Saks Direct Apple Dolce & Gabbana Kiehl's Sarenza Argos E.L.F. Kiko Cosmetics Sears Asos Esprit L'Oréal Paris Selfridges Auchan Estée Lauder Lacoste Sephora Baccarat Etam Lancome Shiseido Barnes & Noble Fab La Redoute Swarovski Barneys Farfetch Levi's Target Benefit Cosmetics Feelunique Longchamp Tiffany Bestbuy Fnac Louis Vuitton Tommy Hilfiger Biotherm Foot Locker Mac Tory Burch Bonobos Furniture Macy's Topshop Bloomingdale’s Galeries Lafayette Marc Jacobs Toys"R"us Boots Gap Marionnaud Urban outfitters Burberry Gilt Mark & Spencer Vente-privee C&A Giorgio Armani Michael Kors Vestiaire Collective Calvin Klein Gucci Mytheresa Walmart Carrefour Guerlain Neiman Marcus Walgreens Cartier H&M Nasty Gal Yoox Celio Harrod's Net A Porter YSL Chanel Hermes Nike Yves Rocher Christian Louboutin Homebase Nocibe Zalando Clarins Hugo Boss Nordstrom Zappos Clinique Ikea Pixmania Zara Coach J.Crew Prada

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eShopper Index ®

Breakdown of the 110 players by sector

7%

15%

38%

18%

18%

4% Books, Toys, Electronics & Computers

Multi-sector

Fashion

Luxury

Perfumes & Cosmetics

Furnitures & Design

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eShopper Index ®

Subscription to the eShopper Index includes the eShopper Index Full Report + the Deep

Dive analysis of your E-Commerce ecosystem

Next release: March 9th, 2015

2015 REPORT

DEEP DIVE ANALYSIS

Your company

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eShopper Index ®

What is the eShopper Index Full report?

ü  A comprehensive document of 200 pages that includes the 14 sub-steps of the eShopper journey:

§  Rankings (Overall, before purchase, during purchase, after purchase)

§  50 graphics & more than 300 key figures

§  Recommendations on the “Basics", the "Differentiators" and "Goodies" for each sub-step

§  100 detailed descriptions of best and worst practices with pictures

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eShopper Index ®

What is the Deep Dive analysis?

ü  An audit of your E-Commerce performance:

§  Through each sub-step of the eShopper journey

§  Comparing your brand with two other brands

§  Comparing you with your direct competitors

§  Cross-examining your data against the average of all other brands analyzed

ü  Differentiating elements and best practices to improve the performance of your brand’s E-Commerce ecosystem

§  On each sub-step of the eShopper journey

§  Based on best practices of competitors across all other sectors

§  Final prioritized recommendations to update your own roadmap

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eShopper Index ®

eShopper Index subscribers include

« The best functional report and analysis I have seen since I am at Sephora (2007) » Eric Goguey, Head of E-Commerce, Sephora Europe

« This study provided us with a benchmark on several key issues such as visibility on search engines, website usability and customer service, with a clear user-oriented approach. It allowed us to identify best practices of companies not only from our sector but also from other industries. These analysis are richer than the ones we usually implement in our direct or indirect competitive landscape » Lydie Sedillière, Head of Marketing

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eShopper Index ®

About us

§  iVentures Consulting is a management consulting firm dedicated to digital strategy & transformation, founded in 2005 and based in Paris and San Francisco

§  iVentures Consulting mainly works in the Fashion, Luxury, Cosmetics, Retail, Travel, Media & Entertainment sectors

Digital Business strategy

§  Omnichannel & digital audit and strategy definition

§  Organization, business planning and road map

§  Support to implementation

Digital skill development of top managers and executives

§  Training §  Digital academy §  Learning expeditions §  Reverse mentoring

Business intelligence: eShopper Index §  Ranking & Analysis of

leading companies’’ E-Commerce performances all along the customer journey

§  Deep dive analysis: E-Commerce & Omnichannel performances optimization

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eShopper Index ®

Contacts

PARIS OFFICE Christophe Biget Partner +33 1 70 08 06 60 christopheb@iventures-consulting.com 7/11 rue de l’Yvette 75016 Paris

SAN FRANCISCO OFFICE Aurelia Ammour Partner +1 (415) 315-9654 aureliaa@iventures-consulting.com 1714 Lombard st San Francisco CA 94103

www.iventures-consulting.com