Canadian Retailer - Store 2013 - 116

ONLINE EXTRAS
Sticky customers
BROUGHT TO YOU BY IBM
While the store remains the cornerstone of the shopping experience, our
survey of more than 26,000 customers reveals that today’s empowered
consumers are increasingly comfortable purchasing through multiple
retail channels. The growing trend of “showrooming,” in which shoppers
evaluate merchandise in store and then make purchases online—often with
a different retailer—threatens to fragment hard-earned customer loyalty.
Retailers can convert the threat to opportunity by making their customers
“sticky” through a seamless omnichannel approach that provides consistency,
convenience and a superior shopping experience across every
consumer touch point.
From transactions to relationships—Connecting with a transitioning
shopper
Many retailers today consider themselves omnichannel, with the intent
to provide seamless online and in-store consumer shopping experiences.
Yet, many are struggling with uneven channel growth and consistency, allowing
those competitors with truly differentiated offerings to race ahead.
How can these retailers get—or recapture—their edge and capitalize on the
growing consumer trend to use multiple channels to shop and purchase?
To find out, the IBM Institute for Business Value surveyed 26,000 shoppers
in 14 countries, across a range of retail categories, to learn how consumers
perceive and interact with retail channels. Three important trends were
revealed by this research:
1. Store dominance shifts in an omnichannel world
Among retail channels, the store still reigns supreme. But cracks are
beginning to appear in the dominance of brick and mortar. While 84 per
cent of consumers in our survey made their most recent non-grocery
purchase in store, more than a third were unsure as to whether their next
purchase would be in store or online. This emerging lack of dedication
to the store transcended retail categories and geography, as shoppers
around the world increasingly recognized the convenience, assortment
and price benefits of omnichannel shopping.
2. “Showroomers”—A small number of shoppers create a big impact
Another indicator of store softness revealed by our research was the
emergence of a small but influential group of consumers who shopped in
the store but purchased online—sometimes from a different retailer. These
“showroomers” accounted for only six per cent of all shoppers, but their
canadian retailer | store 2013 | www.retailcouncil.org/cdnretailer
present opportunities
Creating a seamless omnichannel environment for
customers to shop, and engaging them at every
touch point engenders trust and a loyal following

http://www.retailcouncil.org/cdnretailer

Canadian Retailer - Store 2013

Table of Contents for the Digital Edition of Canadian Retailer - Store 2013

PUBLISHER’S DESK
RETAIL CURRENTS
RETAIL: AT ISSUE
STORE 2013—EVOLUTION OF RETAIL
AWARDS OF DISTINCTION
EXCELLENCE IN RETAIL AWARDS
CONFERENCE INSIGHTS
RETAIL AS A CAREER SCHOLARSHIPS
LIBRIS AWARDS
GRAND PRIX AWARDS
TABLETS CHANGING THE RETAIL EXPERIENCE
MYSTORE AS UNIQUE AS MY STORE
RETAIL COUNCIL OF CANADA—CELEBRATING 50 YEARS OF RETAIL INSPIRATION, INNOVATION AND GROWTH
50 YEARS STRONG: MOMENTOUS MOMENTS IN RECENT CANADIAN RETAILING HISTORY
STANDING UP FOR RETAILERS’ RIGHTS
CANADIAN E-COMMERCE INNOVATORS: THINKING OUTSIDE THE STORE
THE FUTURE OF RETAIL
ADVERTISERS’ INDEX
RETAIL QUICK TIPS
Canadian Retailer - Store 2013 - cover1
Canadian Retailer - Store 2013 - cover2
Canadian Retailer - Store 2013 - 3
Canadian Retailer - Store 2013 - 4
Canadian Retailer - Store 2013 - 5
Canadian Retailer - Store 2013 - PUBLISHER’S DESK
Canadian Retailer - Store 2013 - 7
Canadian Retailer - Store 2013 - RETAIL CURRENTS
Canadian Retailer - Store 2013 - 9
Canadian Retailer - Store 2013 - 10
Canadian Retailer - Store 2013 - 11
Canadian Retailer - Store 2013 - RETAIL: AT ISSUE
Canadian Retailer - Store 2013 - 13
Canadian Retailer - Store 2013 - 14
Canadian Retailer - Store 2013 - STORE 2013—EVOLUTION OF RETAIL
Canadian Retailer - Store 2013 - AWARDS OF DISTINCTION
Canadian Retailer - Store 2013 - 17
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Canadian Retailer - Store 2013 - EXCELLENCE IN RETAIL AWARDS
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Canadian Retailer - Store 2013 - CONFERENCE INSIGHTS
Canadian Retailer - Store 2013 - 47
Canadian Retailer - Store 2013 - 48
Canadian Retailer - Store 2013 - 49
Canadian Retailer - Store 2013 - RETAIL AS A CAREER SCHOLARSHIPS
Canadian Retailer - Store 2013 - 51
Canadian Retailer - Store 2013 - 52
Canadian Retailer - Store 2013 - LIBRIS AWARDS
Canadian Retailer - Store 2013 - 54
Canadian Retailer - Store 2013 - 55
Canadian Retailer - Store 2013 - 56
Canadian Retailer - Store 2013 - 57
Canadian Retailer - Store 2013 - GRAND PRIX AWARDS
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Canadian Retailer - Store 2013 - 76
Canadian Retailer - Store 2013 - TABLETS CHANGING THE RETAIL EXPERIENCE
Canadian Retailer - Store 2013 - 78
Canadian Retailer - Store 2013 - 79
Canadian Retailer - Store 2013 - 80
Canadian Retailer - Store 2013 - MYSTORE AS UNIQUE AS MY STORE
Canadian Retailer - Store 2013 - 82
Canadian Retailer - Store 2013 - 83
Canadian Retailer - Store 2013 - 84
Canadian Retailer - Store 2013 - RETAIL COUNCIL OF CANADA—CELEBRATING 50 YEARS OF RETAIL INSPIRATION, INNOVATION AND GROWTH
Canadian Retailer - Store 2013 - 50 YEARS STRONG: MOMENTOUS MOMENTS IN RECENT CANADIAN RETAILING HISTORY
Canadian Retailer - Store 2013 - 87
Canadian Retailer - Store 2013 - 88
Canadian Retailer - Store 2013 - 89
Canadian Retailer - Store 2013 - 90
Canadian Retailer - Store 2013 - 91
Canadian Retailer - Store 2013 - 92
Canadian Retailer - Store 2013 - 93
Canadian Retailer - Store 2013 - STANDING UP FOR RETAILERS’ RIGHTS
Canadian Retailer - Store 2013 - 95
Canadian Retailer - Store 2013 - 96
Canadian Retailer - Store 2013 - 97
Canadian Retailer - Store 2013 - CANADIAN E-COMMERCE INNOVATORS: THINKING OUTSIDE THE STORE
Canadian Retailer - Store 2013 - 99
Canadian Retailer - Store 2013 - 100
Canadian Retailer - Store 2013 - 101
Canadian Retailer - Store 2013 - 102
Canadian Retailer - Store 2013 - THE FUTURE OF RETAIL
Canadian Retailer - Store 2013 - 104
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Canadian Retailer - Store 2013 - 106
Canadian Retailer - Store 2013 - 107
Canadian Retailer - Store 2013 - 108
Canadian Retailer - Store 2013 - ADVERTISERS’ INDEX
Canadian Retailer - Store 2013 - RETAIL QUICK TIPS
Canadian Retailer - Store 2013 - cover3
Canadian Retailer - Store 2013 - cover4
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