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{"id":806031,"type":0,"block_id":"jackfilose_1363971425","theme_id":31,"user_id":275382,"path":"The-rise-of-the-multichannel-customer","title":"The rise of the multichannel customer","pubtitle":"The rise of the multichannel customer","tags":"","public":true,"publicAccess":true,"private_link_enabled":0,"thumb":"https://s3-eu-west-1.amazonaws.com/infogram-thumbs-200/jackfilose_1363971425.jpg","width":550,"copyright":"Sift Media (c) 2013","properties":{"transparent":false,"rtl":false,"export_settings":{"showGrid":true,"showValues":true},"whitelabel":false,"embed_button":"enabled","title_link":"infogram","custom_logo":"infogram","custom_link_url":"","embed_button_text":"Share","decimal_separator":".,"},"elements":[{"type":"particle","particle_id":14878471,"object_id":"8e76c674-ea79-11e4-a037-7b5f270fdca9","particle_type":"maintitle","picture":null,"text":"The rise of the multichannel customer","content_type":"","title":null,"shrink":null},{"type":"particle","particle_id":769938,"object_id":"jackfilose1363971571","particle_type":"bodytitle","picture":null,"text":"How important is it to be able to purchase from a retailer from different channels?","content_type":"","title":"","shrink":null},{"type":"chart","chart_id":1212626,"object_id":"jackfilose_1363971624","chart_type_nr":22,"data":[[["","%"],["Very important","40"],["It would be useful, but not crucial","47"],["It doesn’t matter","14"]]],"custom":{"height":"364"},"colors":[],"dimensions":[],"modifier":0,"sheetnames":[],"sheets_settings":[]},{"type":"particle","particle_id":769958,"object_id":"jackfilose1363971941","particle_type":"bodytext","picture":null,"text":"Source: The Multichannel Retail Survey by Econsultancy","content_type":"","title":"","shrink":null},{"type":"particle","particle_id":770034,"object_id":"jackfilose1363972362","particle_type":"quote","picture":null,"text":"Multichannel service on the increase","content_type":"","title":"","shrink":null},{"type":"particle","particle_id":769999,"object_id":"jackfilose1363971953","particle_type":"bodytitle","picture":null,"text":"Do you support multichannel service?","content_type":"","title":"","shrink":null},{"type":"chart","chart_id":1212773,"object_id":"jackfilose_1363972487","chart_type_nr":10,"data":[[["","Web self-service","Mobile ","Social","Voice (live)","Email","Voice (self-service)","Live Chat"],["Start supporting in the next 12 months","14","25","28","4","4","15","17"],["Increase support in the next 12 months","50","49","41","40","40","25","19"]]],"custom":{"legacyTransposeDone":true,"switchRowsColumns":true},"colors":[],"dimensions":[],"modifier":0,"sheetnames":[],"sheets_settings":[]},{"type":"particle","particle_id":770125,"object_id":"jackfilose1363973293","particle_type":"bodytext","picture":null,"text":"Source: Aberdeen Group Trends in Customer Service Report: Multi-Channel Edition","content_type":"","title":"","shrink":null},{"type":"particle","particle_id":770128,"object_id":"jackfilose1363973317","particle_type":"quote","picture":null,"text":"Multichannel challenges","content_type":"","title":"","shrink":null},{"type":"particle","particle_id":770134,"object_id":"jackfilose1363973333","particle_type":"bodytitle","picture":null,"text":"What are the greatest barriers preventing your organisation from improving the multichannel customer experience?","content_type":"","title":"","shrink":null},{"type":"chart","chart_id":1212939,"object_id":"jackfilose_1363973484","chart_type_nr":2,"data":[[["Question","%"],["Organisational structure ","41"],["Complexity of customer experience ","38"],["Difficulty unifying different sources of customer data","34"],["Lack of resources ","33"],["Lack of budget","31"],["Lack of overall strategy ","30"],["Focus on short-term profit ","24"],["Lack of buy-in at the top of the organisation","15"],["Lack of business case for improvement ","12"],["Poor staff training ","6"],["Difficulty finding right staff ","6"]]],"custom":{"distribution":"radial"},"colors":[],"dimensions":[],"modifier":1,"sheetnames":[],"sheets_settings":[]},{"type":"particle","particle_id":770181,"object_id":"jackfilose1363973799","particle_type":"bodytext","picture":null,"text":"Source: Multichannel Customer Experience Survey by Econsultancy","content_type":"","title":"","shrink":null},{"type":"particle","particle_id":770346,"object_id":"jackfilose1363975305","particle_type":"image","picture":"http://s3-eu-west-1.amazonaws.com/infogram-particles-700/jackfilose1363975305.jpg"},{"type":"particle","particle_id":770185,"object_id":"jackfilose1363973820","particle_type":"quote","picture":null,"text":"High Street stores and the multichannel customer","content_type":"","title":"","shrink":null},{"type":"particle","particle_id":770191,"object_id":"jackfilose1363974021","particle_type":"bodytitle","picture":null,"text":"IBM Retail Recap – Christmas 2012","content_type":"","title":"","shrink":null},{"type":"particle","particle_id":770161,"object_id":"jackfilose1363974042","particle_type":"bodytext","picture":null,"text":"Analysis of UK online retail traffic and sales on Boxing Day (December 26) found that online sales increased by 44.95 percent compared to the same day in 2011. ","content_type":"","title":"","shrink":null},{"type":"particle","particle_id":770014,"object_id":"jackfilose1363974054","particle_type":"bodytext","picture":null,"text":"Mobile Traffic: The number of consumers using a mobile device to visit a retailer&#39;s site reached 30.72 percent, up from 19.80 percent in 2011 on the same day. ","content_type":"","title":"","shrink":null},{"type":"particle","particle_id":770198,"object_id":"jackfilose1363974074","particle_type":"bodytext","picture":null,"text":"Mobile Shopping: The number of consumers using their mobile device to make a purchase increased to 24.73 percent, up from 15.93 percent in 2011 on the same day.","content_type":"","title":"","shrink":null},{"type":"particle","particle_id":770203,"object_id":"jackfilose1363974090","particle_type":"bodytext","picture":null,"text":"The iPad Factor: The iPad generated more traffic than any other mobile device, reaching 15.84 percent of online shopping, an increase of 109 percent over 2011 on the same day. This was followed by iPhone at 8.63 percent and Android 6.17 percent. ","content_type":"","title":"","shrink":null},{"type":"particle","particle_id":770205,"object_id":"jackfilose1363974103","particle_type":"bodytext","picture":null,"text":"Social Shopping: Shoppers referred from social networks such as Facebook, Twitter, LinkedIn and YouTube generated 0.19 percent of all online sales","content_type":"","title":"","shrink":null},{"type":"particle","particle_id":770204,"object_id":"jackfilose1363974115","particle_type":"bodytext","picture":null,"text":"The use of mobile devices continued to grow substantially over 2012. ","content_type":"","title":"","shrink":null},{"type":"particle","particle_id":770240,"object_id":"jackfilose1363974151","particle_type":"bodytext","picture":null,"text":"Christmas Day hit record highs when 33.6 percent of consumers used a mobile device to visit a retailer’s site ","content_type":"","title":"","shrink":null},{"type":"particle","particle_id":770241,"object_id":"jackfilose1363974167","particle_type":"bodytext","picture":null,"text":"Sales from a mobile device soared to nearly 30 percent. ","content_type":"","title":"","shrink":null},{"type":"particle","particle_id":770236,"object_id":"jackfilose1363974181","particle_type":"bodytext","picture":null,"text":"The Apple iPad overtook the iPhone in generating more traffic than any other mobile device this Christmas season. ","content_type":"","title":"","shrink":null},{"type":"particle","particle_id":770065,"object_id":"jackfilose1363974194","particle_type":"bodytext","picture":null,"text":"In December, Android traffic was 5 percent, iPhone was 7.2 percent while iPad generated 11.8 percent of all online traffic.","content_type":"","title":"","shrink":null},{"type":"particle","particle_id":770210,"object_id":"jackfilose1363974352","particle_type":"quote","picture":null,"text":"John Lewis and the multichannel customer","content_type":"","title":"","shrink":null},{"type":"particle","particle_id":770212,"object_id":"jackfilose1363974435","particle_type":"bodytitle","picture":null,"text":"Which channel do you use?","content_type":"","title":"","shrink":null},{"type":"chart","chart_id":1213110,"object_id":"jackfilose_1363974473","chart_type_nr":1,"data":[[["","%"],["Research in store then buy online","27"],["Research online before going to store","60"],["Buy online then collect in store","20"],["Use phone to interact with brand in store","40"]]],"custom":{},"colors":[],"dimensions":[],"modifier":0,"sheetnames":[],"sheets_settings":[]},{"type":"particle","particle_id":770258,"object_id":"jackfilose1363974656","particle_type":"bodytitle","picture":null,"text":"Multichannel shopper behaviour","content_type":"","title":"","shrink":null},{"type":"particle","particle_id":770263,"object_id":"jackfilose1363974684","particle_type":"bodytext","picture":null,"text":"Spend 3.5x more.","content_type":"","title":"","shrink":null},{"type":"particle","particle_id":770268,"object_id":"jackfilose1363974702","particle_type":"bodytext","picture":null,"text":"Purchase across more categories.","content_type":"","title":"","shrink":null},{"type":"particle","particle_id":770274,"object_id":"jackfilose1363974725","particle_type":"bodytext","picture":null,"text":"Shop more frequently.","content_type":"","title":"","shrink":null},{"type":"particle","particle_id":770277,"object_id":"jackfilose1363974751","particle_type":"bodytext","picture":null,"text":"Are more loyal and have a higher retention rate.","content_type":"","title":"","shrink":null},{"type":"particle","particle_id":770286,"object_id":"jackfilose1363974862","particle_type":"bodytext","picture":null,"text":"Source: IDC Retail Insights","content_type":"","title":"","shrink":null},{"type":"particle","particle_id":770296,"object_id":"jackfilose1363974957","particle_type":"quote","picture":null,"text":"Argos and the multichannel customer","content_type":"","title":"","shrink":null},{"type":"chart","chart_id":1213192,"object_id":"jackfilose_1363974982","chart_type_nr":4,"data":[[["","%"],["Multichannel sales","48"],["Sales that involve the store in some way","90"],["Online sales","39"],["Mobile sales","6"]]],"custom":{"absoluteDistribution":true},"colors":[],"dimensions":[],"modifier":0,"sheetnames":[],"sheets_settings":[]},{"type":"particle","particle_id":770309,"object_id":"jackfilose1363975050","particle_type":"bodytext","picture":null,"text":"1.7m mobile apps were downloaded in the first year of launch.","content_type":"","title":"","shrink":null},{"type":"particle","particle_id":770311,"object_id":"jackfilose1363975065","particle_type":"bodytext","picture":null,"text":"Source: IDC Retail Insights","content_type":"","title":"","shrink":null}],"theme":{"createdAt":"2016-04-22T04:54:07.000Z","updatedAt":"2016-12-28T10:33:43.000Z","logoImages":[""],"charts":{"treemap":{"labels":{"name":{"fontFamily":"PT Sans Narrow","fontWeight":"700"},"value":{"fontFamily":"PT Sans 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