Watch this #CCSeries webinar on-demand: http://rtou.ch/2n6FIpl Consumer behavior continues to evolve, but that doesn't mean you have to fall behind. Uncover the data and details in Kibo's 2017 Consumer Trends Report: What do you need to know to optimize the path and improve the experience for digital purchases? Join this webinar and learn: The most important factor shoppers consider before making an online purchase; The role personalization plays in closing the deal; and The element that influences a consumer most before completing a purchase (the answer will surprise you!)

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The Million Dollar Retail Question:
What Do Consumers Actually Want?
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Retail Touchpoints: @RTouchPoints
Debbie Hauss: @dhauss
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Tushar Patel : @Kibocommerce

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6. #CCSeries
Panelists
MODERATOR:
Debbie Hauss
Editor-in-Chief
Retail TouchPoints
Tushar Patel
CMO
Kibo Software
@Kibocommerce

7. CONSUMER TRENDS REPORT
2017 EDITION
What Do Your Customers Actually Want?

8. AGENDA
• Introduction
• Key Themes of Findings
• Consumer Behavior Continues to Evolve
• The Path to Purchase is Prescriptive
• Fulfillment is No Longer an Afterthought
•Top 3 Recommendations for 2017
•Q&A

9. INTRODUCTION
2016 brought us innovative
technology, elections, new heights,
and excitement
How will these affect consumers
and what’s in store for merchants
in 2017?

10. THE SURVEY

11. SUMMARY OF FINDINGS

12. SUMMARY OF FINDINGS
Consumer Behavior Continues to Evolve
Blending of Online and In-Store
Pricing Drives Purchases over Brand Loyalty

13. SUMMARY OF FINDINGS
Consumer Behavior Continues to Evolve
Blending of Online and In-Store
Pricing Drives Purchases over Brand Loyalty
Influencing The Path to Purchase is Prescriptive
Five Elements Make The Largest Impact
Personalization Critical For Completing Purchases

14. SUMMARY OF FINDINGS
Consumer Behavior Continues to Evolve
Blending of Online and In-Store
Pricing Drives Purchases over Brand Loyalty
Influencing The Path to Purchase is Prescriptive
Five Elements Make The Largest Impact
Personalization Critical For Completing Purchases
Fulfillment No Longer an Afterthought
Consumers Demand Multiple Fulfillment Options
Buy Online, Pickup In Store (BOPIS) is Table Stakes

15. CONSUMER
BEHAVIOR
CONTINUES TO
EVOLVE
Blending of Online and In-Store

16. BLENDING OF ONLINE AND IN-STORE
94%
of consumers do
research online
before a store visit,
up from 86% in
2015
Research

17. BLENDING OF ONLINE AND IN-STORE
94%
of consumers do
research online
before a store visit,
up from 86% in
2015
Research
81%
of consumers
have looked up
inventory in the
last 6 months on a
retailer’s website
before visiting the
store
Inventory

18. BLENDING OF ONLINE AND IN-STORE
94%
of consumers do
research online
before a store visit,
up from 86% in
2015
Research
81%
of consumers
have looked up
inventory in the
last 6 months on a
retailer’s website
before visiting the
store
Inventory
39%
of consumers
expect to see
store inventory
online,
+ 11% from 2015
Expectations

19. BLENDING OF ONLINE AND IN-STORE
94%
of consumers do
research online
before a store visit,
up from 86% in
2015
Research
81%
of consumers
have looked up
inventory in the
last 6 months on a
retailer’s website
before visiting the
store
Inventory
39%
of consumers
expect to see
store inventory
online,
+ 11% from 2015
Expectations
80%
of consumers are
less inclined to
visit a store when
the website does
not provide current
product
availability,
+ 24% from 2015
Behavior

20. CONSUMER
BEHAVIOR
CONTINUES TO
EVOLVE
Pricing Drives Purchases Over
Brand Loyalty

21. 0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Price
PRICING DRIVES PURCHASES OVER
BRAND LOYALTY
70% Price
(+ 2% YoY)
What is the most
important factor
when considering
an online
purchase?

22. 0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Price
PRICING DRIVES PURCHASES OVER
BRAND LOYALTY
70% Price
12% Product Brand
(- 1% YoY)
What is the most
important factor
when considering
an online
purchase?

23. 0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Price Product Brand
PRICING DRIVES PURCHASES OVER
BRAND LOYALTY
70% Price
12% Product Brand
6% Website Brand (- 1%
YoY)
What is the most
important factor
when considering
an online
purchase?

24. 0%
20%
40%
60%
80%
100%
Other Delivery Speed
Delivery Options Shopping Experience
Website Brand Product Brand
Price
PRICING DRIVES PURCHASES OVER
BRAND LOYALTY
70% Price
12% Product Brand
6% Website Brand
12% Other
What is the most
important factor
when considering
an online
purchase?

25. INFLUENCING THE
PATH TO
PURCHASE
IS PRESCRIPTIVE
Six Elements Make the Largest
Impact

26. SIX ELEMENTS MAKE THE LARGEST IMPACT
55%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Live Chat
What influences a consumer prior to completing an online purchase?

27. SIX ELEMENTS MAKE THE LARGEST IMPACT
55%
64%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Live Chat
Quantity of Product Availability
What influences a consumer prior to completing an online purchase?

28. SIX ELEMENTS MAKE THE LARGEST IMPACT
55%
64%
66%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Live Chat
Quantity of Product Availability
Multiple Fulfillment Options
What influences a consumer prior to completing an online purchase?

29. SIX ELEMENTS MAKE THE LARGEST IMPACT
55%
64%
66%
78%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Live Chat
Quantity of Product Availability
Multiple Fulfillment Options
Simplified Shopping Cart Experience
What influences a consumer prior to completing an online purchase?

30. SIX ELEMENTS MAKE THE LARGEST IMPACT
55%
64%
66%
78%
82%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Live Chat
Quantity of Product Availability
Multiple Fulfillment Options
Simplified Shopping Cart Experience
Product Reviews
What influences a consumer prior to completing an online purchase?

31. SIX ELEMENTS MAKE THE LARGEST IMPACT
55%
64%
66%
78%
82%
92%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Live Chat
Quantity of Product Availability
Multiple Fulfillment Options
Simplified Shopping Cart Experience
Product Reviews
Interactive Content
What influences a consumer prior to completing an online purchase?

32. INFLUENCING THE
PATH TO
PURCHASE
IS PRESCRIPTIVE
Blending Personalization
Critical for Completing
Purchases

33. PERSONALIZATION CRITICAL FOR
COMPLETING PURCHASES
Tactics Influencing a Consumer During the Path to Purchase

34. PERSONALIZATION CRITICAL FOR
COMPLETING PURCHASES
Tactics Influencing a Consumer During the Path to Purchase
Personalized
Promotions
on a
Homepage
85%
Homepage

35. PERSONALIZATION CRITICAL FOR
COMPLETING PURCHASES
Tactics Influencing a Consumer During the Path to Purchase
Personalized
Promotions
on a
Homepage
85%
Homepage
44%
Product Page
Targeted
Recommendations
on Product Page

36. PERSONALIZATION CRITICAL FOR
COMPLETING PURCHASES
Tactics Influencing a Consumer During the Path to Purchase
Personalized
Promotions
on a
Homepage
85%
Homepage
44%
Product Page
Targeted
Recommendations
on Product Page
92%
Shopping Cart
Product
Recommendations
in Shopping Cart

37. PERSONALIZATION CRITICAL FOR
COMPLETING PURCHASES
Tactics Influencing a Consumer During the Path to Purchase
Personalized
Promotions
on a
Homepage
85%
Homepage
44%
Product Page
Targeted
Recommendations
on Product Page
92%
Shopping Cart
Product
Recommendations
in Shopping Cart
55%
Loyalty Discounts
Loyalty Discounts
and Offers

38. FULFILLMENT NO
LONGER AN
AFTERTHOUGHT
Consumers Demand Multiple
Fulfillment Options

39. CONSUMERS DEMAND MULTIPLE
FULFILLMENT OPTIONS
Consumers Are Clear On Their Expectations

40. CONSUMERS DEMAND MULTIPLE
FULFILLMENT OPTIONS
Consumers Are Clear On Their Expectations
“expect” delivery of
their online purchase
within 3 days
68%

41. CONSUMERS DEMAND MULTIPLE
FULFILLMENT OPTIONS
Consumers Are Clear On Their Expectations
“expect” delivery of
their online purchase
within 3 days
68% 55%
will switch retailers if
their preferred
method of fulfillment
isn’t available

42. CONSUMERS DEMAND MULTIPLE
FULFILLMENT OPTIONS
Consumers Are Clear On Their Expectations
“expect” delivery of
their online purchase
within 3 days
68% 55%
will switch retailers if
their preferred
method of fulfillment
isn’t available
less likely to buy
from a site that
doesn’t offer in-
store pickup
48%

43. CONSUMERS DEMAND
MULTIPLE FULFILLMENT OPTIONS
66%
say multiple fulfillment
options influences their
willingness to complete
their purchase
49%
will remain loyal to a
retailer if buy online,
pickup in store is available

44. FULFILLMENT
NO LONGER AN
AFTERTHOUGHT
Consumers Buy Online,
Pickup In Store (BOPIS)
Is Table Stakes

45. BUY ONLINE, PICKUP IN STORE
IS TABLE STAKES

46. BUY ONLINE, PICKUP IN STORE
IS TABLE STAKES
78%
of consumers
reported to have
purchased online for
store pickup in the
past 6 months

47. BUY ONLINE, PICKUP IN STORE
IS TABLE STAKES
78%
of consumers
reported to have
purchased online for
store pickup in the
past 6 months
40%
have done so 3 or
more times in the past
6 months

48. BUY ONLINE, PICKUP IN STORE
IS TABLE STAKES
78%
of consumers
reported to have
purchased online for
store pickup in the
past 6 months
40%
have done so 3 or
more times in the past
6 months
40%
of BOPIS visits result
in additional items
being added to the
order
But the
REAL
Benefit

49. SO WHERE
DO YOU GO
FROM HERE?

50. TOP 3 RECOMMENDATIONS FOR 2017

51. Create Consistent and Seamless Experiences
Between online and in-store: pricing, inventory, and availability
TOP 3 RECOMMENDATIONS FOR 2017

52. Personalize Every Touchpoint with the Customer
Individualize: homepages, product pages, shopping carts, and loyalty programs
Create Consistent and Seamless Experiences
Between online and in-store: pricing, inventory, and availability
TOP 3 RECOMMENDATIONS FOR 2017

53. Personalize Every Touchpoint with the Customer
Individualize: homepages, product pages, shopping carts, and loyalty programs
Focus on the Impactful
Implement BOPIS, product reviews and ratings, interactive
Create Consistent and Seamless Experiences
Between online and in-store: pricing, inventory, and availability
TOP 3 RECOMMENDATIONS FOR 2017

54. Retail’sBIGShow2017|#nrf17
Q&A
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Download the
Consumer Trends
Report – 2017 Edition
kibocommerce.com/consumer-trends-report

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57. #CCSeries
Q&A // Panelists
MODERATOR:
Debbie Hauss
Editor-in-Chief
Retail TouchPoints
Tushar Patel
CMO
Kibo Software
@Kibocommerce

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