Ebeltoft Group announces the release of its “2012 Global Cross Channel Retailing” report. This benchmarking study assesses customer facing cross channel capabilities of 144 leading retailers in 17 countries* and 4 retail sectors (General retailers, Do-It-Yourself (DIY) retailers, Electrical Goods retailers and Fashion retailers). The study provides in-depth measures of retailers´ cross channel capabilities at global, country and sector levels. 47 cross channel indicators were measured, including click and collect (store pickup of online orders), store level inventory visibility, store associates online knowledge, mobile and social development. *Countries included are: Australia, Brazil, Canada, Chile, China, Denmark, France, Germany, Italy, Portugal, Romania, Singapore, Spain, Switzerland, Turkey, UK and US.

1. Global Cross
Channel Retailing
The (un)connected store

2. EBELTOFT GROUP - INTRODUCTION
North America: United States and Canada
Ebeltoft Group is a worldwide alliance of retail
consultancies with members in numerous
mature and emerging retail markets.
Responding to our client s demand and market
globalization, we offer pragmatic retail consulting Europe: Denmark, France, Germany, Italy, Portugal, Romania, Spain,
services and conduct global insight research. Turkey and United Kingdom. And Switzerland.
We are unique in our ability to combine global
retail expertise with deep local insight and turning
this into innovative and practical solutions.
Latin America: Brazil and Asia Pacific: Australia, China, Singapore
Mexico and India

3. GLOBAL CROSS CHANNEL RETAILING BENCHMARK STUDY
OBJECTIVES
> Develop cross channel benchmarks; globally, by market and sector
> Provide retailers with insights to prioritize cross channel solutions
4 SECTORS
DIY Electrical Apparel Non-food generalist
goods Hyper/Department store
17 COUNTRIES

4. GLOBAL CROSS CHANNEL RETAILING STUDY
144 RETAILERS

5. METHODOLOGY
Leading retailers in each country were chosen across four retail categories. The retailers represent the largest or most
influential in their category.
Each retailer’s store and online operations measured on 47 cross-channel indicators.

6. Key Findings

7. THE STATE OF GLOBAL CROSS-CHANNEL RETAILING

8. COUNTRY CROSS-CHANNEL CHAMPIONS

9. GLOBAL OVERVIEW: STRATEGIC RESPONSE TO ECOMMERCE

10. US AND UK MARKETS ARE MOST MATURE

11. GENERAL MERCHANDISE RETAILERS
> Top 10 cross channel
champions – General
Merchandise Retailers

12. SPECIALTY FASHION
> Top 10 cross channel
champions – Specialty
Fashion Retailers

13. DIY
> Top 10 cross channel
champions – DIY Retailers

14. ELECTRICAL GOODS
> Top 10 cross channel
champions – Electrical
Goods Retailers

15. CONCLUSIONS
1 Cross channel capabilities: when and how, not if!
2 Mature markets will lead, but there will be no single path
3 Mid-tier retailer solutions emerge
4 Retailers will sequence cross channel development
5 Tablets will change store selling and the business case
6 Retail organizations will change; new skillsets emerge

16. GET IN TOUCH: EBELTOFT GROUP MEMBERS ROUND THE WORLD

17. FURTHER INFORMATION
To obtain a copy of the report or for further information on the
study, global and country level findings contact Ebeltoft Group or the
Ebeltoft Group member in your region.
Local EBBER CONTACT
Ebeltoft Group
Lourens Verweij I lourens.verweij@ebeltoftgroup.com
Ebeltoft Group author
Jim Okamura I jim@okamuraconsulting.com
www.ebeltoftgroup.com