Retail services: Literature

Build a flexible infrastructure, Boost workplace efficiency, Optimize IT investments, Optimize supply chains and ops.

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.

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.

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.

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.

By understanding what drives customer advocacy, grocers can better differentiate themselves in an increasingly competitive marketplace.

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.

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.

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.

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

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.

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.

Interview with George Bailey and Wendy Huang

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.

Despite good intentions, what retailers deliver is not always what shoppers want. Bringing customer insights into everyday operational decisions can help retailers close the gap.

Most retailers still struggle to manage their merchandising and supply chain functions effectively. But to satisfy their target customers, retailers must make fundamental changes.

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.

A new, superior retailing model is emerging. This model provides the retailer with powerful new capabilities based on cross-channel optimization.

IBM Business Consulting Services conducted the 2004 IBM European supply chain survey with L'Usine Nouvelle magazine. This survey identifies current practices, significant trends and operational performance benchmarks in five key areas of supply chain management (SCM).

Retailers, manufacturers and distributors have entered a promising, yet challenging, period in their relationships. The way information is managed and shared is becoming a critical issue for industry executives to address.

Today's market forces are shaping a global consumer marketplace that will look radically different in 2010, affecting retailers as never before. Traditional strategies will be eclipsed by unprecedented customer diversity, market polarization and dominant megaretailers.

Consumer decision process (CDP) modeling is a combination of traditional market research and unique quantitative modeling that takes the guesswork out of why consumers do or do not buy.

This survey identifies current practices, captures significant trends and establishes operational performance benchmarks in five key areas of supply chain management (SCM): new product development, supply chain planning, customer order management, procurement and logistics.

Burdened by different priorities, many retailers have lost focus on the total retail experience and as a result customer satisfaction is down. What must retailers do to differentiate themselves in the marketplace and regain their focus on the customer?

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