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:

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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!

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