Winning over the empowered consumer
Updated 04 Jan 2012
In today’s tumultuous world, how well retailers and product brands build trust with both individuals and communities of consumers will determine whether they benefit from a base of loyal advocates or are left to fend with transient and fickle customers.
Capitalizing on the smarter consumer
Updated 07 Jan 2011
Customers today are more connected, vocal and demanding than ever before, and they want a personalized experience from retailers.
Capitalizing on Complexity: Insights from the Global CEO Study 2010 - Retail Industry Executive Summary
Updated 27 Jul 2010
Ever-rising complexity is unavoidable: the choice is in how retail organizations respond. Our interviews with more than 1,500 CEOs revealed that the most successful are creatively discovering ways to capitalize on complexity.
Meeting the demands of the smarter consumer
Updated 26 Jan 2010
Retailers that want to succeed in the future will have to keep pace with smarter consumers by providing new shopping channels, participating in social networks and using analytics to meet their demands.
Rethinking retailing with SOA: New levels of flexibility, agility and cost-efficiency
Updated 30 Apr 2009
Build a flexible infrastructure, Boost workplace efficiency, Optimize IT investments, Optimize supply chains and ops.
Retail opportunities in a world of extremes: Understanding today’s teens and boomers
Updated 08 Apr 2009
For both the teen and boomer segments, service is the defining point for a successful shopping experience - this paper summarizes some key IBM research findings relevant to retail opportunities targeting these two groups.
Podcast Interview: Shopper advocacy: Building consumer trust in the new economy
Updated 31 Mar 2009
While many competitors will be focused solely on improving cash positions or drastically cutting expenses, solid retail industry performers can approach this new economic environment as an opportunity to grab market share, increase customer loyalty and distance themselves from the competition.
Why advocacy matters to apparel retailers: Customer focus requires apparel
Updated 06 Mar 2009
IBM surveyed over 4000 retail consumers and found which retailer attributes help turn shoppers into advocates. The results also suggest a financial upside to building advocacy.
Why advocacy matters to drugstores and pharmacies: Customer focus for the health and wellness of your brand
Updated 06 Mar 2007
Drugstore retailers face increasing competition from multiple retail pharma counters and online/mail-order companies, but can work to increase market share by focusing on the customer experience.
Why advocacy matters to grocers: Surveyed consumers give retailers food for thought
Updated 06 Mar 2009
By understanding what drives customer advocacy, grocers can better differentiate themselves in an increasingly competitive marketplace.
Shopper advocacy: Building consumer trust in the new economy
Updated 24 Feb 2009
While many competitors will be focused solely on improving cash positions or drastically cutting expenses, solid retail industry performers can approach this new economic environment as an opportunity to grab market share, increase customer loyalty and distance themselves from the competition.
Why advocacy matters to online retailers: Customer focus can mean greater loyalty and financial returns are in store
Updated 10 Feb 2009
Online retailers have yet to optimize customer relationships; to become a customer focused online retailer, companies need a new approach for developing and applying customer insights.
Podcast Interview: Why advocacy matters to online retailers
Updated 02 Feb 2009
Online retailers have yet to optimize customer relationships; to become a customer focused online retailer, companies need a new approach for developing and applying customer insights.
Podcast Interview: Why advocacy matters to mall-based specialty apparel retailers
Updated 02 Feb 2009
Laura VanTine, a Managing Consultant with IBM Global Business Services talks with Maureen Stancik Boyce, PhD, an Associate Partner and the Distribution Sector Team Leader for the IBM Institute for Business Value.
Understanding consumer patterns and preferences in multi-channel retailing
Updated 30 Sep 2008
This survey of over 5,000 consumers in the U.S. and the UK answers many questions retailers need to consider when evaluating multi-channel initiatives.
Retail CFO Study spots critical gaps: Information integration and risk management fall short
Updated 2 Jun 2008
Our study results show that retailers need to catch up to other industries concerning how thoroughly they report on the customer dimension, and in the implementation and use of risk management tools.
Why advocacy matters to retailers: Insights from five retail segments
Updated 30 Jan 2008
Surveys conducted across five retail segments – grocery, large-format apparel, mall-based specialty apparel, drugstore and online – reveal key attributes that help turn everyday shoppers into loyal Advocates. And financially speaking, Advocates are the most valuable customers of all.
Podcast Interview: Turning shoppers into advocates: The customer focused retail enterprise
Updated 15 Jun 2007
While retailers are heeding the daily drumbeat of pundits on the importance of focusing on the customer experience, a gap remains between what retailers are delivering and what shoppers expect.
Podcast Interview: Turning shoppers into advocates: The customer focused retail enterprise
Updated 15 Jun 2007
While retailers are heeding the daily drumbeat of pundits on the importance of focusing on the customer experience, a gap remains between what retailers are delivering and what shoppers expect.
Charting a new course: The retail merchandising-supply network
Updated 17 May 2006
Most retailers still struggle to manage their merchandising and supply chain functions effectively. But to satisfy their target customers, retailers must make fundamental changes.
Driving successful shopping occasions through deeper insights
Updated 20 Jan 2006
Today’s well-informed consumers have far greater expectations of the shopping experience than previous generations – and if retailers are to fulfill those expectations, they need a much better understanding of their target customers than ever before.
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