Ecommerce trends for 2013 by rosalina lin-allen
-
Upload
rosalina-lin-allen -
Category
Documents
-
view
540 -
download
0
description
Transcript of Ecommerce trends for 2013 by rosalina lin-allen
Rosalina Lin-Allen
Director of Strategy
Delvinia
www.delvinia.com
@Delvinia
Randy Fougere
SVP, Sales & Marketing
Tenzing
www.tenzing.com
@TenzingHosting
E-commerce Trends for 2013
Presented by: Sponsored by:
Share your Tweets by using #ecommtrends
Tenzing designs, deploys and fully manages IT infrastructure for organizations running
mission-critical E-commerce, SaaS, and Enterprise Web applications.
We work collaboratively with customers to achieve their goals through our
ITIL-based service management and a comprehensive portfolio of services.
Company Highlights • Founded in 1998, privately owned
• 400 customers
• Tenzing clients power some of the world’s most recognizable brands
• SSAE 16 Type II, ISO 27001, PCI Level 1 Compliant Service Provider
• Specialized in Oracle ATG, IBM WCS, Magento, Hybris and others
• Partnered with leading E-commerce eco-system providers
Tenzing Overview
Delvinia Overview
DATA to INSIGHT We review all the data and look for key
insights that will create real business
value and innovation.
CUSTOMER-CENTRIC, INSIGHTS DRIVEN
STRATEGY to ACTION Finally, we prepare and deliver all plans,
content to the client. No plan is complete until
it’s put into action, measured and refined.
How We Work
INSIGHT to STRATEGY Working in collaboration with the client,
Delvinia brings its multi-disciplinary team of
anthropologists, MBA’s, engineers &
designers - to craft the digital experience
strategy.
Our Clients
Voice of the Customer
TOOLS & PLATFORMS
AskingCanadians™ Our proprietary online research community of
200,000+ Canadians from all walks of life
who have opted-in to give us their thoughts
and opinions.
Customer Listening Platforms From social listening to customer satisfaction
surveys, our tools enable you to uncover key
customer insights and turn them into action.
Customer Experience Evaluation Our process uncovers ways to improve and
innovative the user experience. Usability
testing, expert UX evaluation and customer
journey mapping.
Experience Design Our digital design experts use insights and
creative thinking to inspire, engage and
elevate the customer experience across all
screens and digital platforms.
Digital Strategy Our digital strategy experts help define a
clear vision for todays new empowered and
connected customer.
Customer Insight Our insight team use both qualitative and
quantitative research methods that uncover
deep emotional and behavioural insights.
Customer Experience
STRATEGY & DESIGN
Our Capabilities
E-commerce Trends for 2013
CUSTOMERS
TODAY
EMPOWERED
SELF-EDUCATING
MULTI-CHANNEL
DEVICE-AGNOSTIC
60% of Canadians research
and buy online. Source: , December 2012
92% of Canadians research
online and buy offline. Source: , December 2012
20% of Canadians have shopped
via their mobile device. Source: , December 2012
73%
of Canadians use customer reviews &
ratings as part of their purchase journey.
It is the second most sought after piece of information for
online product research, after price.
Source: , December 2012
Brick-and-mortar retailers
challenged with showrooming and increasingly strike back with price matching
eRetailers chipping away at the
brick-and-mortar advantages with free shipping, same day delivery, and pickup depots
KEY TRENDS 1. ADVICE DRIVEN COMMERCE
2. SOCIAL SELLING
3. CHANNEL BLENDING
4. MOBILE FIRST
5. RIGHT PLACE AT THE RIGHT TIME
ADVICE DRIVEN
COMMERCE
Trend #1
From Selling to Helping Selling by helping customers understand what they need first.
Guiding the customer in their purchase journey is imperative in complex categories where the
customer may not know where to start – a familiar area for financial services organizations.
SOCIAL SELLING
Trend #2
Share and Get Rewarded Shop.ca puts strong emphasis on sharing and rewards customers for sharing.
Fan Sourced Customer Support Skull Candy leveraged Needle’s chat platform
to connect prospects with fans.
20% conversion
CHANNEL
BLENDING
Trend #3
Offline to Online Walmart (USA) makes it easy for customers to blend channels – from researching on
their e-commerce site while in-store, to flipping to buying online while in-store in the
case an item is out of stock.
Online to Offline Customers can shop online,
specifying which store to shop from.
Pure Plays Getting Physical Presence Pick up depots to make it more convenient for customers to receive their packages.
Moving into the
MOBILE FIRST
“By 2013, more people will browse the web
via mobile devices.”
“The shift from e-commerce to m-
commerce will reach something of a tipping
point by 2015.”
era
Trend #4
BRICK-AND-CLICK As brick-and-mortar increasingly turns into showrooms and advice centres,
mobile becomes an integral part of that experience, support and bridge the experience
into another channel.
ALIGN MOBILE TO THE CUSTOMER JOURNEY Support in- and out-of-store self-service, aligned to the customer purchase journey,
improves conversion, builds loyalty and enables staff to focus on higher value service.
OUT OF STORE IN-STORE
RIGHT PLACE
AT THE RIGHT
TIME
Trend #5
Alerts
customer
when a
product on
their wish list
goes on sale.
Personalized email based on
what is left in your shopping cart.
Geo-fenced
travel insurance
presence at major
Canadian airports.
Location-based
targeting to drive
prospects to
e-commerce.
How do you remove customer
barriers to convert with you?
How do you remove customer
barriers to convert with you?
How do you empower your customers?
What is the role of e-commerce in your customers’ path to purchase?
How and through which channel/platform do you support your customers
through each stage of their purchase journey?
(keeping in mind the importance of peer opinion)
How do you remove customer
barriers to convert with you? Start with understanding the
NEW customer path to purchase.
How do you empower your customers?
What is the role of e-commerce in your customers’ path to purchase?
How and through which channel/platform do you support your customers
through each stage of their purchase journey?
(keeping in mind the importance of peer opinion)
Rosalina Lin-Allen
Director of Strategy
Delvinia
www.delvinia.com
@Delvinia
Randy Fougere
SVP, Sales & Marketing
Tenzing
www.tenzing.com
@TenzingHosting
Presented by: Sponsored by:
Thank You!
Share your Tweets by using #ecommtrends