The (un)connected store
Ebeltoft Group´s “2012 Global Cross Channel Retailing” report assesses customer facing cross channel capabilities, providing in-depth measures of retailers´ cross channel capabilities at global, country and sector levels.
Walmart emerged as a global front-runner in the study (the #1 of the Global Cross Channel Champions), signaling the importance for all retailers to determine their own cross channel plans.
Despite the fast growing cross channel trend and retailers’ intent to deliver a well-integrated online and store shopper experience, the study shows that most retailers are immature in their ability to exploit this opportunity. Over time retailers will enhance their capabilities, customized to their market and retail sector.
Ebeltoft Group´s local retail experts benchmarked 144 leading retailers (click for an overview of the retailers included) in 17 countries* and 4 retail sectors (General retailers, Do-It-Yourself (DIY) retailers, Electrical Goods retailers and Fashion retailers).
The study uses a Retailer Cross Channel Framework, organized into a five core capabilities, that measures 47 retailer´s cross channel indicators, including click and collect (store pickup of online orders), store level inventory visibility, store associates online knowledge, mobile and social development.
The table summarizes the global scoring, by retail sector, based on the framework.
Next to a global analysis and best practice examples, the research provides specific local assessments of the level of cross channel development of retailers from the countries included.
*Countries included in the benchmark study: Australia, Brazil, Canada, Chile, China, Denmark, France, Germany, Italy, Portugal, Romania, Singapore, Spain, Switzerland, Turkey, UK and US.
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.