The Canadian                                                                       Social Shopper                         ...
Webinar Agenda                • Introduction – Steve Bielawski, Tenzing                • The Canadian Social Shopper - Ros...
About Tenzing          Company Highlights                                                                                 ...
Ecommerce IT Infrastructure –                              Example Example >>>                                 Typical Mid...
Ecommerce Managed Services                                         We Focus On This   So You can Focus On This370 King Str...
Sample Tenzing Clients                                         Ecommerce     Software-as-a-Service   Enterprise Web370 Kin...
We are a                                 Digital Strategy & Customer Experience Design                                    ...
Our Capabilities.                            Insight                                          Strategy                    ...
Agenda                                  Canadian Social Shopper Behaviours                                  Social Shoppin...
Why Brands Should Care About Social Media      23%                                 Internet traffic goes to               ...
From Links to Likes 370 King Street West, 5th Floor, Box 4 Toronto, Ontario M5V 1J9
Social Media Impact on Content Consumption 370 King Street West, 5th Floor, Box 4 Toronto, Ontario M5V 1J9
Social Media Impact on Shopping                                           69.2%                                           ...
Social Enables New Business Models 370 King Street West, 5th Floor, Box 4 Toronto, Ontario M5V 1J9
Social Networks in Brick-and-Mortar 370 King Street West, 5th Floor, Box 4 Toronto, Ontario M5V 1J9
Social Used Throughout the Shopping Process                                            My                            Blogs...
The Stats                          Check ratings for a particular                         product on a retailer/brand site...
What to Expect                    Mainstream Canadians are in early ‘utility’ phase.                             Informati...
Social CommerceSocial technology enhanced shopping experienceRatings & Reviews                                     E-comme...
E-commerce in Social Networks                                           2.7%                                           hav...
E-commerce in Social Networks 370 King Street West, 5th Floor, Box 4 Toronto, Ontario M5V 1J9
What is the approach to meet             the needs of social shoppers?370 King Street West, 5th Floor, Box 4Toronto, Ontar...
Approach                                           Followed or friended a brand/                                          ...
ApproachStep 2: Define StrategyIdentify sweet spot for your brand& category.Establish key performance indicators.   370 Ki...
ApproachStep 3: Cultivate        the Community                                                                     37% has...
ApproachStep 4: ExperimentKeep trying new things.Get customer input - social media is aforum for a two-way dialogue.   370...
ApproachStep 5: MeasureMeasure against your keyperformance indicators.You can’t improve upon what youcan’t measure.   370 ...
Some Results to Date                                             $1M USD                                             Reven...
Some Results to Date                                              $65M                                            Drop in ...
Future Shoppers  The future social shoppers are a lot more socialnetwork savvy than the mainstream consumers today.       ...
Other Great Resources 370 King Street West, 5th Floor, Box 4 Toronto, Ontario M5V 1J9
Past Webinars                                 85%                                               40%            of Canadian...
Sponsored by:                  Presented by:                             Steve Bielawski                      Rosalina Lin...
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Canadian Social Shopper (Nov 2011)

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Overview of the Canadian Social Shopper behaviours, social shopping and social commerce trends and how brands should approach social shopping.

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Canadian Social Shopper (Nov 2011)

  1. 1. The Canadian Social Shopper Sponsored by: Presented by: Steve Bielawski Rosalina Lin-Allen eCommerce Practice Director Director, Client Strategy Tenzing Delvinia www.tenzing.com www.delvinia.com370 King Street West, 5th Floor, Box 4Toronto, OntarioM5V 1J9
  2. 2. Webinar Agenda • Introduction – Steve Bielawski, Tenzing • The Canadian Social Shopper - Rosalina Lin-Allen, Delvinia • Q&A If you have questions during the webinar, please input them in the Q&A panel on the right side of your screen and we will address them at the end of the presentation.370 King Street West, 5th Floor, Box 4Toronto, OntarioM5V 1J9
  3. 3. About Tenzing Company Highlights Tenzing • Founded in 1998, privately owned Data Centers Production • Datacenters: Toronto, Kelowna & Disaster Recovery Environments Vancouver, plus 3 separate Operation Environments Centers for 24x7x365 support • 450 customers (15% in US and abroad) • Consistent double digit growth: last 5 years • Profit 200 Ranking – 6 years in a row APAC EMEA • 80 employees (75% dedicated to service delivery) Business Focus: Managed IT Services • Ecommerce Platform Solutions (mid/enterprise) • SaaS solutions • Web Collaboration Solutions370 King Street West, 5th Floor, Box 4Toronto, OntarioM5V 1J9
  4. 4. Ecommerce IT Infrastructure – Example Example >>> Typical Mid Market Ecommerce IT Infrastructure Ecommerce Phases Provision Design Deploy Test Production Fees One Time Set Up Fee 36 Monthly Payment Plan Your Online Store Is Open: 24 x 7 x 365370 King Street West, 5th Floor, Box 4Toronto, OntarioM5V 1J9
  5. 5. Ecommerce Managed Services We Focus On This So You can Focus On This370 King Street West, 5th Floor, Box 4Toronto, OntarioM5V 1J9
  6. 6. Sample Tenzing Clients Ecommerce Software-as-a-Service Enterprise Web370 King Street West, 5th Floor, Box 4Toronto, OntarioM5V 1J9
  7. 7. We are a Digital Strategy & Customer Experience Design firm. Help companies connect with their customers by turning data into actionable experiences that drive business results.370 King Street West, 5th Floor, Box 4Toronto, OntarioM5V 1J9
  8. 8. Our Capabilities. Insight Strategy Design The Delvinia Insights group offers Delvinia’s Digital Strategy group is Delvinia’s team of experienced expertise in a comprehensive expert in helping organizations to designers will leverage the digital repertoire of qualitative and identify key trends and competitive strategy and employ various user quantitative research methodologies threats in the digital landscape, centered design methodologies and critical to understanding the digital evaluate their current digital tools to create the most engaging universe today. presence, and establish a strategic customer experience while achieving plan and roadmap to ensure their your business objectives. success. ▼ ASKINGCANADIANS | VOICE OF THE CUSTOMER SOLUTIONS Full service online survey programming & hosting Online Panel Development and Hosting Custom Recruitment Online Research Community AskingMedia Data Capture Tools 160,000 Members Digital Mosaic Segmentation Social PRIZMC2 370 King Street West, 5th Floor, Box 4 Toronto, Ontario M5V 1J9
  9. 9. Agenda Canadian Social Shopper Behaviours Social Shopping Trends Approach to Social Shopping 370 King Street West, 5th Floor, Box 4 Toronto, Ontario M5V 1J9
  10. 10. Why Brands Should Care About Social Media 23% Internet traffic goes to social media sites (source: AC Nielson, Sept 2011) 21h average time Canadians spent on Facebook per month (source: Facebook, June 2011) Feb’10 Facebook traffic surpassed that of Google’s in the U.S. (source: Socialnomics) 370 King Street West, 5th Floor, Box 4 Toronto, Ontario M5V 1J9
  11. 11. From Links to Likes 370 King Street West, 5th Floor, Box 4 Toronto, Ontario M5V 1J9
  12. 12. Social Media Impact on Content Consumption 370 King Street West, 5th Floor, Box 4 Toronto, Ontario M5V 1J9
  13. 13. Social Media Impact on Shopping 69.2% Check ratings and reviews as part of their shopping process. Source: , Nov 2011, n=956 370 King Street West, 5th Floor, Box 4 Toronto, Ontario M5V 1J9
  14. 14. Social Enables New Business Models 370 King Street West, 5th Floor, Box 4 Toronto, Ontario M5V 1J9
  15. 15. Social Networks in Brick-and-Mortar 370 King Street West, 5th Floor, Box 4 Toronto, Ontario M5V 1J9
  16. 16. Social Used Throughout the Shopping Process My Blogs, Social Search Ratings & My Sphere Reviews Social Sphere Product Brick & Mortar Word of Mouth Social Product Sites Site My Social Sphere Brick & Mortar Product Product Blogs, Sites Product Social Ratings & Site Sites Reviews RESEARCH PURCHASE POST PURCHASE 370 King Street West, 5th Floor, Box 4 Toronto, Ontario M5V 1J9
  17. 17. The Stats Check ratings for a particular product on a retailer/brand site 69.2% Read blogs relating to the product or product category 28.2% Check the retailer/brand social media page to help make 25.9% decision Email friend(s) to seek their opinion on a particular 17.8% purchase decision Interact with the retailer/brand through their social media page 10.3% to help make decision Post a picture of the product on a social network site and ask 5.6% your friends for opiniions 0% 10% 20% 30% 40% 50% 60% 70% 80% Source: , Nov 2011, n=956 370 King Street West, 5th Floor, Box 4 Toronto, Ontario M5V 1J9
  18. 18. What to Expect Mainstream Canadians are in early ‘utility’ phase. Information Utility Transaction Main StreamACTIVITIESCONSUMER Research information Start integrate social more Comfortable and expect social CORE into their daily lives Interactive content to be part of the transaction Use more for info & utility experience CONSUMER CONCERNS Security & privacy concerns Can live with the security and Declining concern but still privacy risks relative to the act as barriers to do more reluctant to transact value 370 King Street West, 5th Floor, Box 4 Toronto, Ontario M5V 1J9
  19. 19. Social CommerceSocial technology enhanced shopping experienceRatings & Reviews E-commerce in Social Networks Social Component in E-commerce Sites Social Technology in the Brick and Mortar Environment 370 King Street West, 5th Floor, Box 4 Toronto, Ontario M5V 1J9
  20. 20. E-commerce in Social Networks 2.7% have purchased products via Facebook while 28.7% will consider purchasing products via a brand/retailer Facebook page in the near future (source: , Nov 2011, n=977)370 King Street West, 5th Floor, Box 4Toronto, OntarioM5V 1J9
  21. 21. E-commerce in Social Networks 370 King Street West, 5th Floor, Box 4 Toronto, Ontario M5V 1J9
  22. 22. What is the approach to meet the needs of social shoppers?370 King Street West, 5th Floor, Box 4Toronto, OntarioM5V 1J9
  23. 23. Approach Followed or friended a brand/ retailer social media pageStep 1: ListenUnderstand how your target audienceinteract with your category & brandon social media in their shoppingprocess. Source: Nov 2011, n=1005 370 King Street West, 5th Floor, Box 4 Toronto, Ontario M5V 1J9
  24. 24. ApproachStep 2: Define StrategyIdentify sweet spot for your brand& category.Establish key performance indicators. 370 King Street West, 5th Floor, Box 4 Toronto, Ontario M5V 1J9
  25. 25. ApproachStep 3: Cultivate the Community 37% has unliked orTop 3 reasons consumers engage with brands stopped following a1. Learn about discounts & deals branded social2. Find out about the latest products & events media site in the3. Get opinion/advice from other consumers past month.Source: , Nov 2011, n=1,005 370 King Street West, 5th Floor, Box 4 Toronto, Ontario M5V 1J9
  26. 26. ApproachStep 4: ExperimentKeep trying new things.Get customer input - social media is aforum for a two-way dialogue. 370 King Street West, 5th Floor, Box 4 Toronto, Ontario M5V 1J9
  27. 27. ApproachStep 5: MeasureMeasure against your keyperformance indicators.You can’t improve upon what youcan’t measure. 370 King Street West, 5th Floor, Box 4 Toronto, Ontario M5V 1J9
  28. 28. Some Results to Date $1M USD Revenue Dell claims via Twitter sales alert. (Dec 2008) 370 King Street West, 5th Floor, Box 4 Toronto, Ontario M5V 1J9
  29. 29. Some Results to Date $65M Drop in Netflix share value when Warner opened a Facebook movie rental (streaming) service 370 King Street West, 5th Floor, Box 4 Toronto, Ontario M5V 1J9
  30. 30. Future Shoppers The future social shoppers are a lot more socialnetwork savvy than the mainstream consumers today. 85% 330 50,000 Teenage girls use Average number of Number of retailers their friends & peers Facebook friends who have opened a as a source of trend each Canadian facebook store with information and 45% between the ages of Payvment seek the opinion of 13-24 has, compared those same groups to an average of 225 when purchasing for all demographics clothing or footwear. (50% more). (Source: eMarketer, Nov 2010) (Source: Facebook, June 2010) 370 King Street West, 5th Floor, Box 4 Toronto, Ontario M5V 1J9
  31. 31. Other Great Resources 370 King Street West, 5th Floor, Box 4 Toronto, Ontario M5V 1J9
  32. 32. Past Webinars 85% 40% of Canadian consumers of Canadian smartphone owners research price online as part of have used their phone in the their shopping process. process of shopping. Download the Download theCanadian Multichannel Shopper Canadian Mobile Shopper Webinar Webinar http://www.slideshare.net/delviniainteractive/the-canadian- http://www.slideshare.net/delviniainteractive/the-mobile- multichannel-shopper shopper 370 King Street West, 5th Floor, Box 4 Toronto, Ontario M5V 1J9
  33. 33. Sponsored by: Presented by: Steve Bielawski Rosalina Lin-Allen eCommerce Practice Director Director, Client Strategy Tel. 877-767-5577 x436 Tel.416-364-1455 X271 Email. steve.bielawski@tenzing.com Email. rlinallen@delvinia.com Tenzing www.twitter.com/rlinallen www.tenzing.com www.linkedin.com/rlinallen Delvinia www.delvinia.com370 King Street West, 5th Floor, Box 4Toronto, OntarioM5V 1J9

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