マルチチャネル小売販売

Abstract

Today, online consumers think nothing of shopping across a retailer' s stores, Web site and catalog. As a consequence, online product research is actually driving more land-store sales than online sales.

The Multi-Channel Retailing report analyzes the factors that are contributing to make online product research a vital driver of offline retail sales.

Any retailer who isn' t using the online channel to promote offline sales-as well as online sales-is missing a huge opportunity.

In 2007, eMarketer estimated that store sales influenced by online research totaled $471 billion. Comparatively, retail e-commerce sales were $136 billion.

Another way to look at it is that for every $1 in online sales, the Internet influenced $3.45 of store sales.

From 2007 to 2012, Web-influenced store sales are forecast to grow at a 19% average annual rate, compared with a 12% rate for retail e-commerce.

Key questions the "Multi-Channel Retailing" report answers:

• How do consumers shop across retailers' stores, Web sites and catalogs?
• How do e-commerce sales compare with store sales that are influenced by online product research?
• What do consumers expect from multi-channel retailers?
• How effective are retailers in living up to these expectations?
• And many others…

eMarketer Reports-On Target and Up to Date

The Multi-Channel Retailing report aggregates the latest data from marketing and communications researchers with eMarketer analysis to provide the information you need to make smart, accurate business decisions.

Table of Contents

Executive Summary

• US Web-Influenced Retail Store Sales vs. Retail E-Commerce Sales, 2007 & 2012 (billions and CAGR*)
• Key Questions

The eMarketer View

• Key eMarketer Numbers-US Multi-Channel Retailing
• Precision Shopping
• The Intelligent Retail Organization

The Rise of Multi-Channel Retailing

• Annual Growth in US Total Retail Industry Sales* vs. Retail E-Commerce Sales, 2001-2007 (% change)
• Breakdown of Online Sales Revenues among the Top 500 US Retail Web Sites, by Type of Company, 2006 (% of total)
• Primary Holiday Shopping Retail Channel Used by US Online Buyers, November 2007 (% of respondents)
• Cross-Channel Shopping Behavior of US Online Shoppers, 2006 (% of respondents)

The Impact of Online Research on In-Store Buying

• US Web-Influenced Retail Store Sales vs. Retail E-Commerce Sales, 2007-2012 (billions)
• US Web-Influenced Retail Store Sales and Retail E-Commerce Sales As a Percent of Total Retail Industry Sales, 2007-2012
• US Web-Influenced Retail Store Sales and Retail E-Commerce Sales As a Percent of Total Retail Industry Sales, 2007-2012
• Frequency with which US Online Shoppers Research Products Online before Purchasing In Store, by Gender, 2007 (% of respondents)
• Demographic Profile of US Cross-Channel Shoppers vs. the General Population, Q2 2006 (% of respondents in each group)
• Products that US Online Shoppers Have Researched Online before Purchasing in a Store*, 2007 (% of respondents)
• US Internet Users Who Research Select Products/Services Online before Purchasing in a Store, by Gender, November-December 2006 (% of respondents in each group)
• Select Ways the Internet Has Improved the In-Store Shopping Experience according to US Internet Users, by Gender, January 2007 (% of respondents)
• Reasons that US Cross-Channel Shoppers Research Products Online and Purchase Them Offline, Q2 2006 (% of respondents)
• Web Sites US Online Shoppers Use Initially for Researching Products Online, 2007 (% of respondents)
• Online Resource Used Most Frequently by US Online Shoppers for Product Research, July 2007 (% of respondents)
• Reasons that US Cross-Channel Shoppers Purchase from an Offline Retailer Different from the Retailer' s Site Used for Research, Q2 2006 (% of respondents)

The State of Multi-Channel Retailing

• Organizational and Operational Issues
  • Organization Structure Used by US Store-Based Multi-Channel Retailers, 2007 (% of respondents)
  • Integrated Functionalities between Web Sites and Stores that Retailers in North America Are Interested in Upgrading, January-February 2007 (% of respondents)
  • Barriers Preventing Retailers in North America from Implementing Fully-Integrated Cross-Channel Merchandise Planning, 2007 (% of respondents)
  • Initiatives Planned by US Online Retailers to Improve Web Site Performance, Q1 2007 (% of respondents)
• Customer Relationship Management (CRM)
  • Up-to-Date Technologies for Customer Relationship Management Used by Retailers in North America, January-February 2007 (% of respondents)
  • Attitudes and Behavior of US Online Shoppers toward Personalized Product Recommendations* on E-Commerce Web Sites, July 2007 (% of respondents)
  • US Retailers with E-Commerce Systems that Use Customer Data to Make Product Recommendations Based on Past Purchases, by Business Model, April 2006 (% of respondents in each group)
  • Interactive Customer Functionalities on Web Sites that Retailers in North America Are Interested in Upgrading, January-February 2007 (% of respondents)
  • US Online Retailers' Level of Customer Segmentation, 2005-2007 (% of respondents)
• Buy Online/Pick Up or Return At Store
  • Importance of Online Retailer Allowing Option of Picking Up or Returning Item At Store according to US Online Buyers, 2007 (% of respondents)
  • Select Multi-Channel Features Offered by US Leading Online Retailers, Q4 2006 (% of sites surveyed)
  • Product Return Rate for Online Orders among Retailers in North America, 2007 (% of respondents)
• In-Store Web Access
  • Implementation and Upgrading of In-Store Customer Service Technologies by Retailers in North America, January-February 2007 (% of respondents)
  • Retailers in North America that Provide Incentives to In-Store Associates for Online Orders, 2007 (% of respondents)
• The Role of Catalogs in Multi-Channel Retailing
  • Online Sales of US Mail Order Catalog Marketers, 2005 & 2006 (% of total sales)
  • Select Cross-Channel Shopping Activities of Customers of US Multi-Channel Retailers, 2007 (% of each group)
  • Leading Retail Web Site Features Used by US Online Buyers this Holiday Season, November 2007 (% of respondents)

Customer Satisfaction and Loyalty

• Top 25 US Online Retailers during the Holiday Season, Ranked by Customer Satisfaction, 2006 & 2007 (based on a 100-point scale* and % change)
• US Online Holiday Shopper Customer Satisfaction* with Leading Online Retailers, December 2007 (% of respondents)
• Likely Actions of US Online Shoppers As a Consequence of Dissatisfaction with the Performance of a Retail Web Site, April 2006 (% of respondents)
• US Online Holiday Shoppers Who Are Less Likely to Return to a Web Site due to a Frustrating Online Shopping Experience with that Web Site, 2005 & 2006 (% of respondents)
• US Online Holiday Shoppers Who Are Less Likely to Shop at a Retailer' s Physical Store due to a Frustrating Online Shopping Experience with that Retailer, 2005 & 2006 (% of respondents)

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