Commerce Maturity Model

Survey Results

• Business Strategy

• 1. Our company has a customer data repository

  You Scored 1/2

  Capturing data and feeding the date to a single repository is good. Being able to manipulate the data and create segments to push back out via optimal marketing channels is best.

• 2. Our organizational structure prioritizes the overall customer experience through all business channels

  You Scored 1/2

  This is how most multi-channel retailers are organized. We see many retailers combining their marketing and merchandising teams for more cohesiveness within the marketing calendar and to bring optimal decision around assortment and inventory.

• 3. We have a yearly budgeting process

  You Scored 2/2

  You are ahead of most brands. This is considered best-in-class.

• 4. We have a strong understanding of who our customers are

  You Scored 1/3

  Both psychographic and demographic knowledge is important. Utilizing this information to segment throughout databases and marketing tactics is a great next step towards success.

• 5. We have a strong understanding of our competitors and the competitive landscape

  You Scored 2/2

  You are ahead of most retailers. This awareness and research should result in annual or bi-annual roadmapping exercises to keep you in front of your competition and aligned with consumer expectations.

• Customer Journey

• 6. We offer standard pricing and promotions across stores and channels

  You Scored 2/5

  You've taken a solid first step. Can you elaborate on the factors preventing omnichannel offer redemption? Technology issues? Franchisee issues?

• 7. We provide customers with full visibility into both online and in-store inventory

  You Scored 2/4

  This is a solid foundation from which to build additional inventory capabilities. Leverage the site's access to enterprise-wide inventory data to allow shoppers to shop by their preferred store (e.g. filter browse/search pages for products available at their store), and to enable store pickup as a delivery option.

• 8. We fulfill online Ship From Store orders

  You Scored 3/4

  Great. Continue to measure and refine the program. Leverage analytics to gain deeper insight, and continually optimize against store's business objectives.

• 9. Our customers can return online purchases to a retail store

  You Scored 2/5

  Cross-channel customer service is a differentiator for retailers. Giving your store associates the appropriate tools to not only see online transactions, but process refunds/returns with the original payment tender used online is a great step in the right direction. POS integration is not always necessary, but to take the next step, you'll need to consider extending your eCommerce platform's customer service tools into the in-store environment.

• 10. We offer Buy Online, Pickup In Store (BOPIS) functionality to shoppers

  You Scored 4/5

  Continue to measure and refine this program. Establish SLAs for store fulfillment. Use text messaging to notify customers when their orders are ready to be picked up. This will drive additional in-store purchases. Also, allowing the customer to designate another individual to pick up their order on their behalf is a great way to boost loyalty.

• 11. We leverage Endless Aisle / mobile Point-of-Sale solutions

  You Scored 3/4

  Excellent! Focus on tracking and reporting this program, and align incentives for store associates to drive them to offer this option to your customers

• 12. Our customer experience is optimized for mobile users

  You Scored 3/4

  How have these enhanced features been performing relative to your expectations? Have you seen increases in conversion since implementing these changes?

• 13. We segment our loyalty program customers based upon tier of engagement

  You Scored 2/2

  This is considered best-in-class. You are targeting loyalty customers based on not only spending but a customer's engagement with your brand. To continue to move the needle, you will need to focus on fine-tuning your program. This means prioritizing testing within messaging and offers. A testing plan should be built out internally, or you can leverage a vendor to build a blueprint on your behalf.

• Digital Marketing

• 14. We email to defined segments

  You Scored 2/2

  already have site behavior and past purchase data you actively segment upon, then your next step is to identify any remaining gaps in your email data profiles. For instance, are there any brand-specific engagements (such as customization or wishlist engagement) that would be beneficial to target? Beyond rounding out your data profile for segmentation, you are now in the "test and learn" phase. Make sure you have a strong testing plan in place to validate your current segmentation and confirm assumptions.

• 15. Our email platform is integrated into multiple systems

  You Scored 1/2

  You have a view of your customer consolidated in your ESP, and likely have a good foundation of attributes to segment upon. As a next step, you should focus on behavioral or predictive data to round out your customer profiles. There are a large number of vendors that specialize in building out customer data profiles. If you leverage SFMC, collect tags should be implemented to gather on-site behavioral data.

• 16. We have an active paid media program

  You Scored 1/2

  A robust media program is vital for brands looking to acquire new customers and retain existing customers. Paid channels should be driving significant percentages of traffic and revenue. If they are not, prioritize areas for potential expansion, and track results to determine what to do next.

• Technology

• 17. Our analytics program is integrated completely with our customer and marketing data

  You Scored 1/2

  Transitioning from a moderate to mature understanding of attribution across marketing, device, and offline behavior can be difficult. Depending on your business, this could require an attribution platform or specific attribution study. Before exploring these initiatives, determine how attribution insights will shape your business. This ensures that the attribution technology is worth the cost, delivering value and helping to shape the requirements of your analysis approach.

• 18. Our site is ADA compliant

  You Scored 2/2

  You are ahead of most brands. This is considered best-in-class.

• 19. We are utilizing the latest version of our eCommerce platform and its associated functionality

  You Scored 2/2

  You are ahead of most brands. This is considered best-in-class. You may want to gain more insight into the platform roadmap so you have an idea of what rich features will be further added to the platform over time to help drive your business further.

• Challenges

• What are the most critical customer experience challenges your business requires assistance for?

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