Productcamp toronto-2013-ecommerce-trends_Rosalina_Lin-Allen
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The document discusses key trends in customer behavior and retail strategies amidst a shifting landscape towards e-commerce and mobile commerce. It highlights the increasing importance of customer empowerment, social selling, and channel blending, as well as challenges brick-and-mortar retailers face from online competitors. Data from Canadian consumers underscores the growing reliance on online research and peer recommendations in the purchase journey.
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Productcamp toronto-2013-ecommerce-trends_Rosalina_Lin-Allen
- 1. by: Rosalina (Roz) Lin-Allen Head of Strategy Delvinia
- 2. Customer Centric Data Driven Methodology Personas Customer Journey Mapping
- 5. 60% of Canadians research and buy online. Source: , December 2012
- 6. 92% of Canadians research online and buy offline. Source: , December 2012
- 7. 20% of Canadians have shopped via their mobile device. Source: , December 2012
- 8. 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
- 9. Brick-and-mortar retailers challenged with showrooming and increasingly strike back with price matching
- 10. eRetailers chipping away at the brick-and-mortar advantages with free shipping, same day delivery, and pickup depots
- 11. KEY TRENDS 1. ADVICE DRIVEN COMMERCE 2. SOCIAL SELLING 3. CHANNEL BLENDING 4. MOBILE FIRST 5. RIGHT PLACE AT THE RIGHT TIME
- 13. Online business increased from 9% to 30% of overall business Applications increased by 40% From Selling to Helping Selling by helping customers understand what they need first.
- 16. Trust in peer based recommendations have increased by 18% since 2007 while trust in advertising has declined between 20-25% between 2009 an 2011.
- 17. Share and Get Rewarded Shop.ca puts strong emphasis on sharing and rewards customers for sharing.
- 18. Fan Sourced Customer Support Skull Candy leveraged Needle’s chat platform to connect prospects with fans. 20% conversion
- 20. 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.
- 21. Online to Offline Customers can shop online, specifying which store to shop from.
- 22. Pure Plays Getting Physical Presence Pick up depots to make it more convenient for customers to receive their packages.
- 23. 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
- 25. 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.
- 26. 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
- 27. RIGHT PLACE AT THE RIGHT TIME Trend #5
- 28. (Source: , Dec 2012) Location Proximity Accelerator Share your Tweets by using #cdnmobileshopper GlucoDock used the camera function on their phone to take pictures of items they may want to buy in the past month. 50%
- 29. Alerts customer when a product on their wish list goes on sale. Personalized email based on what is left in your shopping cart.
- 30. Geo-fenced travel insurance presence at major Canadian airports. Location-based targeting to drive prospects to e-commerce.
- 31. How do you remove customer barriers to convert with you?
- 32. 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)
- 33. 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)
- 34. thank you Rosalina Lin-Allen @ 416-364-1455 x271 | [email protected] RosalinaLin-Allen Director,Strategy