Blue Re Omnichannel Furniture Benchmarking
ER 2019
Table ethodologyThe FeaturesThe RetailersKey FindingsRetailer RankingsFeature Deep DiveAbout BlueportAppendix
01IntroductionThis year marksBlueport’sfifth annualOmnichannelBenchmarkingReport.This effort began in 2014 as an internalproject, an annual look at how retailers wereresponding to the changing retail landscape,which website features were driving retailersuccess, and which retailers were successful inimplementing them.As our methodology stabilized, we beganoffering our research to retailers, manufacturers,analysts and industry observers.With this historical data, we are now able toprovide both the definitive digital snapshotof the industry today, plus analyzeyear-over-year trends.October 2019Blue(re)port: 2019 Omnichannel Furniture Benchmarking Blueport This year, we focus our report on just that who is making moves, where they are investing,and how they are doing so.As always, we hope that you find thisreport valuable.And, if you’d like more details, we’re alwaysavailable at benchmarking@blueport.com.Sincerely,The Blueport CommerceBenchmarking Teambenchmarking@blueport.com
SummaryOmnichannel EcommerceNow ecommerce enabled, retailers areinvesting in next-level omnichannel experiences.Bigger is better(so far)Leading the pack, large Multi-line and Pureplay retailers are offering better shoppingexperiences, coupling a focus on technologywith the scale and resources to invest. However,smaller conventional retailers are making gains.There’s still along way to goRegardless of size, all retailers struggle with themore complex, web store, and data-drivenaspects of omnichannel excellence. Goingforward, this is where retailers can differentiate.October 2019Blue(re)port: 2019 Omnichannel Furniture Benchmarking Blueport 02
03MethodologySummary1surveyWe annually review the websites of over125 furniture and home furnishings retailers,assessing over 60 key omnichannel features.4,500retailersOur goal? Identify the retailers leading the wayin omnichannel furniture, offering shoppersconvenient, compelling shopping experiencesand driving sales online and in their stores.To do so, we asked over 4,500 retailers to rank60 website features based on their impactdriving sales. We then audited 125 retailerwebsites, scoring each based on the featuresthey offer and retailers’ relative value of each ofthose features.The total of the value of the features on aretailer’s website generates an Omnichannelscore – an index of the omnichannel value ofwhat they’ve accomplished thus far, and anindication of the value they have yet to capture.October 2019Blue(re)port: 2019 Omnichannel Furniture Benchmarking Blueport 2How valuable arethese 60 features?audit125websitesWho haswhich features?3tabulationOmnichannel score the total value of thefeatures on a website
04The FeaturesWe evaluated features across eight categories, mappedto phases in the shopping journey from engagementthrough paying for a purchase:In these areas, we evaluated the 60 features below. Definitions for each featurecan be found in the Appendix to this report.Engaging ShoppersWishlistConveIdea BoardGenerateAwarenessrtEasy Waysto PayBlog ContentSocial SharingRich Furniture romotionShoppingAcrossChannelsure Product InterestNurtRichFurnitureMerchandising360 ViewsAlternate ConfigurationsVisual SearchRoom PlannerProduct Q&AShopping Across ChannelsResponsive DesignMobile OptimizationFind Store with Item on DisplayProduct ComparisonImages/Videos inProduct ReviewsContent SearchSeamless Online OrdersGeolocationPersistent Local Store InformationMake an Appointment toEcommerce EnablementDelivery TrackingOnline Color SwatchesSee in StoreDelivery SchedulingCollection MerchandisingStore Salesperson RecognitionPickup in StoreFaceted SearchOrder Free SwatchesWarranties/ProtectionsMarketing & PromotionDrop-ShipSale PricingFilter by Delivery AvailabilityCart PromotionsVideosUrgency/LimitedAugmented RealityUser-Generated ContentVirtual RealityOther SitesEasy Ways to PayApply and Buy FinancingFinance OffersApply for FinancingEmail CaptureGift CardsDigital CircularPay with Store Credit CardAnswering Shopper QuestionsEncourage ShopperIntentRecently Viewed ProductsAccount Login throughAvailability MessagingPersonalized Shoppingthe Product Detail PageBlue(re)port: 2019 Omnichannel Furniture Benchmarking Blueport Detail PageLive ChatProduct Recommendations onOctober 2019Product Reviews on the Producton Add to CartPurchase Store Quote OnlineCustomization of FurnitureAnsweringShoppersQuestionsProduct RecommendationsGift tive SearchReal Delivery Dates Shown onthe Product Detail PageMonthly Finance Payments onProduct PagesPay with Next GenerationPayment MethodsSplit Order over Multiple Credit Cards
05The RetailersWe benchmarked the websites of four types of furniture ConventionalSpecialtyPure-playMulti-lineFurniture stores, tpically regionallybased, with a merchandise mix offurniture, bedding, and/or decorativeaccessories. These stores may ormay not also sell electronics ormajor appliances.Furniture stores with a specialized orfocused product mix. These storesspecialize in furniture products suchas mattress, outdoor furniture, homegoods or accessories, or a specificstyle of furniture. Also includesretailers focused on financing orrent-to-own offerings.Retailers who predominantlysell online.Retailers who sell furniture andbedding typically as a supplementto other categories.October 2019Blue(re)port: 2019 Omnichannel Furniture Benchmarking Blueport
06The RetailersRetailers listed in alphabetical order within each type of retailer.*conventionalspecialtypure-playABC Carpet & HomeFurniture Mart USAMor Furniture for LessConn'sHorchowAmerican Freight FurnitureFurnitureland SouthMorris FurnitureCost Plus World MarketHouzzAmerican Furniture WarehouseGallery FurnitureNebraska Furniture MartCrate and BarrelInterior DefineAmerican SignatureGardner-WhiteOlinde'sDesign Within ReachJoybirdArhausGrand Home FurnishingsRaymour & FlaniganHerman MillerOne Kings LaneArt VanHaverty'sRC WilleyIkeaOverstockAshley FurnitureHaynes FurnitureRegency FurnitureJonathan AdlerWayfairBaer'sHOMRooms To GoLa-Z-BoyAnthropologieBallard DesignsHome FurnitureSam Levitz FurnitureLovesacBig LotsBassett HomeHudson'sSchewel FurnitureMitchell Gold Bob WilliamsBloomingdale'sBelfort FurnitureJennifer FurnitureSlumberlandPier 1 ImportsCostcoBernie & Phyl's FurnitureJerome'sStar FurniturePottery BarnHome DepotBig Sandy SuperstoreJohnny JanosikSteinhafelsRent-A-CenterJCPenneyBob Mills FurnitureJordan's FurnitureStickley, Audi & Co.Restoration HardwareKohlsBob's Discount FurnitureKane's FurnitureThe BrickRoche BoboisLowe'sBoston InteriorsKimbrell'sThe RoomPlaceRoom & BoardMacy's Furniture GalleryC.S. Wo & SonsKirkland'sThomasville FurnitureSerena & LilyMarks and SpencerCity FurnitureKittle's FurnitureTrivett's FurnitureSit 'n SleepNeiman MarcusConlin's FurnitureLacks Valley StoresWalker FurnitureSleep NumberSearsCrest FurnitureLeon'sWalter E. Smithe FurnitureWest ElmTargetDarvin FurnitureLevin FurnitureWeekends Only Furniture & MattressWilliams-Sonoma HomeWalmartEl Dorado FurnitureLiving SpacesWeir's FurnitureZ GallerieEthan AllenLouis Shanks of TexasWolf FurnitureAmazonFAMSAMathis BrothersAaron'sArticleFarmers Home FurnitureMatter Brothers FurnitureBadcock Home Furniture & MoreBenchmade ModernFFO HomeMiskelly FurnitureChair King/Fortunoff Backyard StoreHayneedleOctober 2019Blue(re)port: 2019 Omnichannel Furniture Benchmarking Blueport multi-line
07KeyFindings
08Omnichannel EcommerceNow ecommerceenabled, retailersare investing in nextlevel omnichannelexperiences.October 2019Blue(re)port: 2019 Omnichannel Furniture Benchmarking Blueport
09Key FindingsEcommerce.check!Next up, OmnichannelIn 2014 when we began benchmarking, only 67percent of the top 50 furniture retailers wereecommerce enabled. Today, 94% are.At the same time, retailers of all types are a long way from achieving a maximum omnichannelscore, earned by having 100% of the omnichannel features valued by retailers.% of Top 50 Retailersoffering Ecommerce100%2019 Average Omnichannel Scores5000455694%450090%400080%350067%Omnichannel 50030%100020%50010%00%October 201920142019Blue(re)port: 2019 Omnichannel Furniture Benchmarking Blueport ConventionalSpecialtyPure-playType of RetailerMulti-lineAllMax Score
10Bigger is better (so far)Leading the pack, largeMulti-line and Pure-playretailers are offering bettershopping experiences,coupling a focus ontechnology with thescale and resources toinvest. However, smallerconventional retailersare making gains.October 2019Blue(re)port: 2019 Omnichannel Furniture Benchmarking Blueport
11Key FindingsRetailers with Sales over 500M are leading the way in OmnichannelRetailers under 500M in sales continue to struggle providing omnichannel experiences. However, retailers from 500M to 1B made the largest strides between2018 and 2019, nosing out retailers with over 3B in sales for the highest average omnichannel score.Omnichannel Score and Improvement by Size of Retailer2018YoY Change2019 change 3000M and Up2290 10.1% 1000M to 3000M2252 -1.6% 500M to 1000M2301 100M to 250M 9.1%1666 0M to 100M-500 8.3%2062 250M to 500M 9.3%145905001000150020002500Note: Negative YoY change represents features removed from websites between 2018 and 2019 due to a business decision, operational issues or moving to a platform that didn’t support itOctober 2019Blue(re)port: 2019 Omnichannel Furniture Benchmarking Blueport 12.5%
12Key FindingsConventional furniture retailers continue to lag, but are making gainsWhile Multi-line and Pure-play retailers have leveraged their scale to offer more complete omnichannel experiences, conventional retailers improved theiromnichannel experiences significantly between 2018 and 2019. Only pure-play retailers made larger average percentage gains in their omnichannel scores.Omnichannel Score and Improvement by Type of Retailer2018 scoreMulti-line 5.6%2276Pure-play 8.9%2152Specialty 1.5%1941Conventional 8.7%174305001000Omnichannel ScoreOctober 2019YoY Change2019 changeBlue(re)port: 2019 Omnichannel Furniture Benchmarking Blueport 150020002500
There’s still a longway to goRegardless of size, allretailers struggle with themore complex, web store,and data-driven aspectsof omnichannel excellence.Going forward, this iswhere retailers candifferentiate.October 2019Blue(re)port: 2019 Omnichannel Furniture Benchmarking Blueport 13
14Key FindingsRetailers addedan average of 1.6features in 2019Pure-plays continue to set the paceintroducing new features, but Conventionalretailers have accelerated digital initiatives,adding more features then Multi-line andSpecialty players between 2018 and 2019.Average Number of Features added 2018-2019 by Type of 8Specialty0.0Retailers focusedon adding newpayment methodsin 2019Reflecting the high-ticket price of the category,retailers looked to provide additional paymentoptions for shoppers. These included mobilefriendly payment mechanisms like PayPal,Amazon Pay and Apple Pay as well as newfinancing options from Paypal and Affirm.0.51.01.52.0Most added Features 2018-201942Easy Ways to Pay35Personalized Shopping/AI32Shopping Across Channels28Marketing & Promotion27Answering Shopper Questions23Rich Furnitue Merchandising8Seamless Online Orders4Engaging Shoppers051015202530Number of retailers adding FeaturesOctober 2019Blue(re)port: 2019 Omnichannel Furniture Benchmarking Blueport 2.5354045
15Key FindingsMany of thefeatures addedmight be considered“tablestakes”Looking at the specific features added in 2019,retailers continue to focus on Omnichannelbasics, including features enabling productpromotion and presentation.Additionally, third party offerings forrecommendations and payment methods haveseen increased adoption.Some retailers are beginning to adoptadvanced omnichannel features, includinggeolocation, appointment setting and storesalesperson recognition.The Top 20 most added Features between 2018-2019Cart Promotions18Product Recommendationson Add to Cart16Pay with Next GenerationPayment Methods16Alternate Configurations14Apply for Financing13Geolocation13Delivery Tracking12Product Recommendationson Product Detail Page11Room Planner8Responsive Design8Filter by Delivery Availability8Pickup in Store7Make an Appointment to See in Store7Ecommerce Enablement7Store Salesperson Recognition7Predictive Search7Blog Content6Wishlist6Images/Videos in Product Reviews5Urgency/Limited Availability Messaging5051015Number of Retailers adding Features between 2018-2019October 2019Blue(re)port: 2019 Omnichannel Furniture Benchmarking Blueport 20
16Key FindingsSome of the most valuable omnichannel features remain a challengeRetailers struggle with features that require integration with legacy systems and/or complex business rules unique to big ticket retail. This includes some highlyvaluable features that less than 25% of retailers have implemented.Top 20 Features by Value Placed by RetailersPercent of Retailers Offering Feature 2019 vs 20182018Penetration 25%Ecommerce EnablementDelivery TrackingReal Delivery Dates Shown onthe Product Details PageResponsive DesignZoomMobile OptimizationDelivery SchedulingProduct Reviews on Product Detail PagePurchase Store Quote OnlineApply and Buy FinancingFind Store with Item on DisplaySale PricingApply for FinancingCustomization of FurnitureGift CardsLive ChatCart Promotions360 ViewsAlternate ConfigurationsOnline Color Swatches050100Value placed on Feature by Retailers (0-100)October 20192019Blue(re)port: 2019 Omnichannel Furniture Benchmarking Blueport 0%20%40%60%80%100%
17Opportunities to differentiateSegmenting features based on how valuable they are compared to how many websites offer them yields a list of features that are bothvaluable and rare – today’s shopping experience differentiators.Half of Retailers90Ecommerce EnablementValuablebut More CommonValue Placed on Feature by Retailers (0-100)MOREVALUABLEValuableDifferentiatorsDelivery TrackingResponsive DesignReal Delivery Dates Shownon the Product Detail PageZoomMobile OptimizationDelivery Scheduling85Product Reviews on theProduct Details PageSale PricingGift CardsOnline ColorSwatchesAlternate ConfigurationsRoom PlannerCollection MerchandisingProduct Q&AProduct ComparisonPickup in StoreWarranties/ProtectionsProduct Recommendationson the Product Detail PageAverage Value - 75.9Order Free SwatchesImages/Videos in Product ReviewsPay with StoreCredit CardGeolocation75Recently Viewed ProductsPay with Next GenerationPayment methodsPredictive SearchProductRecommendationson Add to CartEmail CaptureMonthly Finance Paymentson Product PagesPersistent LocalStore InformationDrop-ShipWishlistVALUABLE360 ViewsLive Chat80Faceted SearchLESSCustomization of FurnitureApply and Buy FinancingApply for FinancingCart PromotionsPurchase StoreQuote OnlineFind Store wih Item on DisplayUrgency/LimitedAvailability MessagingMake an Appointmentto See in StoreContent SearchFinanceOffersFilter by Delivery AvailabilityVisual SearchVideosStore Salesperson Recognition70Augmented RealitySplit Order OverMultiple Credit CardsDigital CircularIdea BoardUser-Generated Content65Account LoginThrough Other SitesCommon andSeen as Less ImpactfulGift RegistryVirtual RealityDifferentiated butSeen as Less ImpactfulBlog ContentSocial Sharing102030405060COMMON7080RAREPercent of Retailers who have not Implemented Feature90100
18Key FindingsEcommerceplatformscontinue toenhance theiromnichannelofferingsRetailers building sites on theBlueport, IBM and Salesforceplatforms continue to have thehighest average omnichannelscores. Blueport, IBM, Shopifyand Storis all made significantgains since our 2018 report.Average Retailer Omnichannel Score by Platform2018Blueport Commerce3026IBM Storis1270Micro D12470October 2019ChangeBlue(re)port: 2019 Omnichannel Furniture Benchmarking Blueport 500100015002000250030003500
19RetailerRankings
20Retailer Rankings and YoY ChangeFor the first time, Wayfair tops our rankings, capping significant movement throughout our rankings. Much of this volatility is generated by major siteredesigns or replatforming, resulting in gains by many retailers and losses by some where retailers were outpaced /or saw a reduction in features.Onmichannel EvangelistRetailer2019 RankingOnmichannel Aware2018 RankingChangeRetailer2019 Ranking2018 RankingChangeWayfair121JC Penney26282Nebraska Furniture Mart286Interior Define274619American Signature374Jerome's2826-2Levin Furniture43-1Joybird294011Lowe's5105Room & Board30377Raymour & Flanigan61-5Macy's Furniture Gallery31310Lovesac7114Bloomingdales324210Ethan Allen83628Bob's Discount Furniture3329-4RC Willey9134Mathis Brothers347440Williams-Sonoma Home106-4La-Z-Boy3534-1Home Depot112211Hayneedle3624-12Target124-8The Brick3719-18HOM133017Ashley Furniture38380Jordan's Furniture14151Haverty's397132West Elm155-10Bassett Home4032-8Living Spaces163519Slumberland41476Art Van17214Rooms To Go4227-15Pier 1 Imports18257Kirklands4333-10Sears1917-2Morris Furniture4443-1Crate and Barrel2014-6Baer's455914Overstock2116-5Sleep Number4645-1Walmart229-13American Furniture Warehouse47536Pottery Barn2318-5El Dorado Furniture488133Amazon2420-4Jonathan Adler4941-8Leon's2512-13Ikea506565October 2019Blue(re)port: 2019 Omnichannel Furniture Benchmarking Blueport
21Retailer Rankings and YoY ChangeAverageRetailer2019 RankingFalling Behind2018 RankingChangeRetailer2019 Ranking2018 RankingChangeCost Plus World Market7656-20Sit 'n Sleep77836Weekends Only Furniture & Mart51521Big Sandy Superstore528533City Furniture53541Herman els55572Darwin Furniture809919Kohls5655-1Gallery Furniture8180-1The RoomPlace5723-34Article82820Design Within Reach587012Mor Furniture for Less8310320Benchmade Modern59678Conlin's Furniture8410016Costco607717Furniture Mart USA85927Regency Furniture617211Serena & Lily8669-17Belfort Furniture6251-11Mitchell Gold Bob Williams8761-26Jennifer Furniture63630Crest Furniture8873-15Big Lots64684Wolf Furniture8979-10Neiman Marcus6548-17Boston Interiors90955Ballard Designs6644-22Miskelly Furniture9175-16Bob Mills Furniture679023One Kings Lane92942Bernie & Phyl's Furniture6849-19Marks and Spencer9386-7Z Gallerie6939-30ABC Carpet & Home9484-10Gardner-White70788Grand Home Furnishings9511116Sam Levitz alter Smithe Furniture738916Roche Bobois981024Restoration Hardware7464-10Johnny Janosik9988-11Arhaus7550-25Lacks Valley Stores10093-7October 2019Blue(re)port: 2019 Omnichannel Furniture Benchmarking Blueport
Retailer Rankings and YoY ChangeInactiveRetailer2019 Ranking2018 RankingChangeFurnitureland South1011054Star Furniture10260-42Haynes Furniture1031096Home Furniture104101-3Kane's Furniture10512116Badcock Home Furniture & More10611812Kittle's Furniture107106-1Olinde's10858-50C.S. Wo & Sons109107-2Schewel Furniture11098-12Chair King/Fortunoff Backyard1111132Rent-A-Center112104-8Matter Brothers Furniture113108-5Hudson's1141239FFO Home1151150Kimbrell's1161160American Freight Furniture117112-5Walker Furniture118110-8Louis Shanks of Texas119114-5Stickley, Audi & Co1201255Weir's Furniture121117-4FAMSA122120-2Trivett's Furniture123119-4Thomasville Furniture124122-2Farmers Home Furniture125124-1October 2019Blue(re)port: 2019 Omnichannel Furniture Benchmarking Blueport 22
23FeatureDeep Dive
24Engaging ShoppersEarly in their shopping process, furniture shoppers value features that inspire, form and help organize their ideas. Features such as Blog Content, Wishlists, and morerecently Pinterest-like Idea Boards help facilitate these search behaviors while leading shoppers to consider specific products.Value Placed on Feature by Retailers (0-100)WishlistIdea BoardPercent of Retailers with Feature7420182019Wishlist66Idea BoardGift Registry63Gift RegistryBlog Content61Blog ContentSocial Sharing60Social Sharing0%Wishlists allowing shoppersto save items they like arenow prevalent, with largerplayers experimenting withmore visually appealingidea boards. Gift registryand social sharing use byretailers declined between2018 and 2019.October 2019Blue(re)port: 2019 Omnichannel Furniture Benchmarking Blueport 50%100%Feature Penetration by Type of RetailerFeatureWishlistIdea BoardGift RegistryBlog ContentSocial SharingConventionalSpecialtyMulti-linePure-play
25Rich Furniture MerchandisingFor a considered purchase like furniture, having a well-merchandised and easy to shop site is key to attracting shoppers. Ultimately, success in this category is drivenby providing a compelling, comprehensive and accurate presentation of a breadth of products, across pieces, configurations, finishes and options.Value Placed on Feature by Retailers (0-100)Zoom86Customization of Furniture82360 Views81360 Views81Alternate ConfigurationsOnline Color SwatchesCollection Merchandising8178Online Color SwatchesCollection MerchandisingFaceted Search78Faceted SearchOrder Free Swatches78Order Free SwatchesDrop-Ship7671Drop-ShipFilter by Delivery AvailabilityVideos69VideosAugmented Reality68Augmented Reality67User Generated ContentUser Generated ContentVirtual RealityWhile retailers clearlysee the value in offeringfeatures that enhancethe merchandising ontheir site, they strugglewith implementation ofhighly valued features likefurniture customization,360 views, and display ofalternate configurations ofitems like sectional sofas.Blue(re)port: 2019 Omnichannel Furniture Benchmarking Blueport 20182019ZoomCustomization of FurnitureAlternate ConfigurationsFilter by Delivery AvailabilityOctober 2019Percent of Retailers with Feature63Virtual Reality0%50%100%Feature Penetration by Type of RetailerFeatureZoomCustomization of Furniture360 ViewsAlternate ConfigurationsOnline Color SwatchesCollection MerchandisingFaceted SearchOrder Free SwatchesDrop-ShipFilter by Delivery AvailabilityVideosAugmented RealityUser Generated ContentVirtual RealityConventionalSpecialtyMulti-linePure-play
26Personalized ShoppingOver 77% of customers have chosen, recommended or paid more for a brand that provides a personalized service or experience. Technology that deliverspersonalized content and products that resonate with individual shoppers plays a pivotal role in differentiating the shopping experience.Value Placed on Feature by Retailers (0-100)Product Recommendationson the Product Detail Page76Percent of Retailers with FeatureRecently Viewed Products74Recently Viewed ProductsPredictive Search73Predictive SearchProduct Recommendationson Add to Cart73Product Recommendationson Add to CartVisual Search20182019Product Recommendationson the Product Detail Page71Visual Search0%50%100%Feature Penetration by Type of RetailerRetailers havemade a significantinvestment in productrecommendationsand predictive searchsince last year.FeatureProduct Recommendationson the Product Detail PageRecently Viewed ProductsPredictive SearchProduct Recommendationson Add to CartVisual SearchOctober 2019Blue(re)port: 2019 Omnichannel Furniture Benchmarking Blueport ConventionalSpecialtyMulti-linePure-play
27Shopping Across ChannelsFurniture is perhaps the most omnichannel of all categories. Not only is the purchase process longer than most ecommerce purchases, but shoppers also require avariety of channels to inspire and guide a purchase.Value Placed on Feature by Retailers (0-100)Percent of Retailers with FeatureResponsive Design86Responsive DesignMobile Optimization86Mobile OptimizationPurchase StoreQuote Online84Purchase StoreQuote OnlineFind Store withItem on Display82Find Store withItem on DisplayGeolocationPersistent LocalStore InformationMake an Appointmentto See in StoreStore ersistent LocalStore InformationMake an Appointmentto See in StoreStore SalespersonRecognition0%While mobileoptimization hasbecome a must-havein today’s omnichannelenvironment, mostretailers have notimplemented themajority of valuableomnichannel featureson their sites.October 2019Blue(re)port: 2019 Omnichannel Furniture Benchmarking Blueport 50%100%Feature Penetration by Type of RetailerFeatureResponsive DesignMobile OptimizationPurchase StoreQuote OnlineFind Store withItem on DisplayGeolocationPersistent LocalStore InformationMake an Appointmentto See in StoreStore inePure-play
28Marketing & PromotionAlso one of the most promotional heavy of all categories, an effective omnichannel furniture site will offer shoppers the same offers online they would see in stores,bridging the marketing and promotions gap between channels and avoiding consumer frustration and confusion.Value Placed on Feature by Retailers (0-100)82Sale Pricing81Cart PromotionsUrgency/LimitedAvailability Messaging75Percent of Retailers with FeatureCart PromotionsUrgency/LimitedAvailability MessagingFinance Offers72Finance OffersEmail Capture71Email CaptureDigital Circular6720182019Sale PricingDigital Circular0%Typical ecommercefunctionality likesale pricing and cartpromotions are becomingcommon, while featuresspecific to big-ticketretail like urgencymessaging and financeoffers lag behind.October 2019Blue(re)port: 2019 Omnichannel Furniture Benchmarking Blueport 50%100%Feature Penetration by Type of RetailerFeatureSale PricingCart PromotionsUrgency/LimitedAvailability MessagingFinance OffersEmail CaptureDigital CircularConventionalSpecialtyMulti-linePure-play
29Answering Shopper QuestionsWhen considering a big-ticket item like furniture, shoppers have questions – questions that have traditionally been answered by salespeople in a store. To effectivelyencourage today’s shopper to visit a store or purchase online, the features that answer these questions online – from product reviews to chat – are critical.Value Placed on Feature by Retailers (0-100)Real Delivery Dates Shownon the Product Detail Page87Product Reviews on theProduct Detail Page84Real Delivery Dates Shownon the Product Detail PageLive Chat79Room PlannerProduct Q&A78Product Q&AProduct Comparison77Product ComparisonImages/Videos inProduct Reviews77Images/Videos inProduct ReviewsContent Search7320182019Product Reviews on theProduct Detail Page82Live ChatRoom PlannerPercent of Retailers with FeatureContent Search0%To date, less than 20%of retailers have beenable to implementthe feature they rankas most valuable– displaying realdelivery dates onproduct pages.October 2019Blue(re)port: 2019 Omnichannel Furniture Benchmarking Blueport 50%100%Feature Penetration by Type of RetailerFeatureReal Delivery Dates Shownon the Product Detail PageProduct Reviews on theProduct Detail PageLive ChatRoom PlannerProduct Q&AProduct ComparisonImages/Videos inProduct ReviewsContent SearchConventionalSpecialtyMulti-linePure-play
30Seamless Online OrdersProviding a seamless order flow is table-stakes in today’s ecommerce environment. But for furniture retailers, where tickets are higher and more complex, offeringeasy online ordering remains a challenge.Value Placed on Feature by Retailers (0-100)Percent of Retailers with FeatureEcommerce Enablement89Ecommerce EnablementDelivery Tracking88Delivery TrackingDelivery Scheduling85Pickup in Store78Warranties/ProtectionsAccount Login ThroughOther Sites766420182019Delivery SchedulingPickup in StoreWarranties/ProtectionsAccount Login ThroughOther Sites0%While over 90% ofretailers are nowecommerce-enabled,a majority of retailersstill do not offer keycomponents of theiroffering online, such asdelivery scheduling orthe sale of extendedwarranties andprotection plans.October 2019Blue(re)port: 2019 Omnichannel Furniture Benchmarking Blueport 50%100%Feature Penetration by Type of RetailerFeatureEcommerce EnablementDelivery TrackingDelivery SchedulingPickup in StoreWarranties/ProtectionsAccount Login ThroughOther SitesConventionalSpecialtyMulti-linePure-play
31Easy Ways to PayWith average orders over 1,000, facilitating a purchase requires enabling easy ways for consumers to pay.Value Placed on Feature by Retailers (0-100)Percent of Retailers with FeatureApply and Buy Financing82Apply and Buy FinancingApply for Financing82Apply for FinancingGift Cards82Gift CardsPay with Store Credit Card76Pay with Store Credit CardMonthly Finance Paymentson Product Pages76Monthly Finance Paymentson Product PagesPay with Next GenerationPayment Methods74Pay with Next GenerationPayment MethodsSplit Order over MultipleCredit Cards6920182019Split Order over MultipleCredit Cards0%An area ofinvestment this year,retailers added theability for apply forfinancing and nextgeneration paymentmethods in 2019.October 2019Blue(re)port: 2019 Omnichannel Furniture Benchmarking Blueport 50%100%Feature Penetration by Type of RetailerFeatureApply and Buy FinancingApply for FinancingGift CardsPay with Store Credit CardMonthly Finance Paymentson Product PagesPay with Next GenerationPayment MethodsSplit Order over MultipleCredit CardsConventionalSpecialtyMulti-linePure-play
32AboutBlueport
33Blueport believes:Big Ticket Retailis DifferentCloud-Native isTransformativeSo, our platform hasalways offered:So, we've transformedour platform to provide:Native support for bigticket retail’s advancedomnichannel requirements Best-in-class experiencemanagement toolingempowers merchants Full integration withand augmentation ofexisting systems Cloud-native microservicearchitecture unprecedented agility,performance andscalabilityAPI building blo
as mattress, outdoor furniture, home goods or accessories, or a specific style of furniture. Also includes retailers focused on financing or rent-to-own offerings. Pure-play Retailers who predominantly sell online. Multi-line Retailers who sell furniture a
omnichannel retailing trends Two definitions to know: Omnichannel retailing: The evolution from multichannel retailing, omnichannel is the practice of using all available shopping channels to buy or sell goods or services. This includes in-store, internet, mobile and catalog sales. Shipping and delivery:
omnichannel retailing trends Two definitions to know: Omnichannel retailing: The evolution from multichannel retailing, omnichannel is the practice of using all available shopping channels to buy or sell goods or services. This includes in-store, internet, mobile and catalog sales. Shipping and delivery:
Bad benchmarking Benchmarking has its limitations. Whilst good benchmarking is about performance and best practice, bad benchmarking can lead to mediocrity. Bad benchmarking is using data to justify average performance, rather than challenging and driving improvements. This
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