CMO DISRUPT ECOMMERCE 2.0

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1 ebay Enterprise International CMO DISRUPT ECOMMERCE 2.0 June 2015 Darren Fifield, Head of Sales & Marketing, ebay Enterprise

2 It s all OK?

3

4 The old paradigm

5 The new paradigm

6 Who is the omnichannel consumer?

7 The omnichannel consumer is always connected and that connectivity has shifted the balance of power in her favour expecting more and is willing to look elsewhere if those expectations are not met changing the way they shop setting aside old retail behaviors and developing new shopping habits everyone not an isolated segment it is every shopper, every potential customer

8 the omnichannel customer is always connected

9 84% of consumers couldn t go a single day without their mobile device Source: Time, Mobility Poll

10 66% of consumers wake up with their phone Source: Nielsen

11 75% of consumers use their phones on the toilet Source: Nielsen

12 76% of consumers have access to more than one digitally connected device Source: GSI Center for Connected Commerce research

13 the omnichannel customer is expecting more

14 Source: comscore Device Essentials, January 2013, Europe

15 Source: comscore Device Essentials, January 2013, Europe 15

16 84% consumers believe that retailers should be doing more to better integrate their offline and online channels Source: GSI Center for Connected Commerce research

17 the omnichannel customer is everyone

18 the omnichannel customer is changing the way they shop

19 29% of internet users would buy everything online today if they could Source: GSI Center for Connected Commerce research

20 So no more stores? If traditional retailers hope to survive, they must embrace omnichannel retailing and also transform the one big feature internet retailers lack - stores - from a liability into an asset Darrell Rigby, The Future of Shopping, Harvard Business Review

21 Stores may look different Source:

22

23 Am i Omnichannel ready?

24 Omnichannel priorities Order of strategic priority* for different omnichannel programs for global companies Buy online, ship from store Buy online, ship to store Buy online, pick up in store 49% 57% 56% Real time inventory availability Reserve online, pick in store 34% 34% Cross-channel returns Associate in-store ordering 22% 22% * 337 global retail and manufacturing decision-makers (Top 3 Prioritäten) Source: Forrester Consulting on behalf of OrderDynamics, October 2013

25 93% of consumers expect retailers to provide them with a choice between picking-up their order and having it delivered to them Source: GSI Center for Connected Commerce research

26 83% of consumers prefer to return items in-store Source:

27 Stores are an asset If we didn t use our 2,000 stores as a strategic asset we wouldn t have the e-commerce growth and program we have today Kevin Hoffmann, Home Depot SVP Source:

28 40% of multichannel orders now collected in-store Source:

29 20% of customers who pickup in-store also make additional purchases (AOV +40%) Quelle:

30 35% of online customers now use click and collect Source:

31 18% of those customers also purchase additional items when collecting in-store Source:

32 Omnichannel success Online sales growth chain store companies within US IR * Complete omnichannel offer** 27% At least one omnichannel offer** 19% No omnichannel offer** 9% * 159 of 500 companies * * ship-to-store, instore returns, instore pickup Source:

33 Any questions left? 33

34

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