SlideShare a Scribd company logo
E-Commerce
Growth in Quebec
and Canada
Sylvain Sénécal, Ph.D.
In the next 15 minutes…
Shopper behaviors driving
e-commerce
growth 1
2
Shopper expectations for a
great online shopping
experience
Shopper behaviors
April 2018 | Growing E-commerce in Canada
Canada Post E-commerce Volumes Growth
23%
Growth in
e-commerce
in Canada.
Source: YOY Parcel Volume Growth – (Q2 YTD 2016 vs. Q2 YTD 2017). Data retrieved from 2,314 Canada Post e-commerce customers.
April 2018 | Growing E-commerce in Canada
Canadians Are Shopping Online
In Record Numbers
80%of Canadians shopped
online in the past year.
Occasional
(2-6)
Frequent
(7-12)
Hyper
(25+)
One time
Shoppers
Power
(13-24)
45% 22% 10%12% 11%
Based on number of online purchases made annually
Source: 2016 Canadian Online Shopper Study, CPC 16-202, April 2016
Same situation in Quebec
Which impacts $ spent online
April 2018 | Growing E-commerce in Canada
Shoppers Are Expanding Their Product Portfolio
Source: 2016 Canadian Online Shopper Study, CPC 16-202, April 2016
Apparel and accessories
45% | $90
Consumer electronics
36% | $142
Toys, games and hobbies
30% | $75
Housewares
21% | $163
Sporting goods
11% | $126
% of shoppers that
purchased online last year
Average basket spend
More product categories in Quebec
April 2018 | Growing E-commerce in Canada
The Holiday Season Continues To Be A Key Shopping Period
Source: Canada Post Parcel Insights- 2017 Cyber Week
YOY volume growth on
Cyber Monday
44%
YOY volume growth on
Black Friday
35%
Shopper expectations
April 2018 | Growing E-commerce in Canada
Shopper Expectations Are Evolving
Pre-purchase: delivery and shipping info Post-purchase: convenient and flexible delivery experience
Upfront fulfillment times and package visibility Clear and hassle-free returns
Source: 2016 Canadian Online Shopper Study, CPC 16-202, April 2016
32% 25% 21% 41%
Of shoppers will complete their
purchase if offered expected delivery
dates upfront prior to checkout
Of shoppers will complete their
online purchase if the shipping cost
is provided upfront at checkout
Of shoppers will complete their
online purchase if provided flexible
delivery and pickup options
Of shoppers want shipping within
5 days even when it is free
70%
Of expect merchant’s delivery
promise to include the time it
takes to fulfill the order
45%
Of shoppers expect
orders to be fulfilled
within a day
12%
Of shoppers abandoned
their cart over lack of
return options
33%
Of shoppers are unlikely to purchase
from the same retailer again after a
negative returns experience
Omnichannel is expected
13Walrdon 2014
Mobile is expected
To conclude
Shopper behavior driving
e-commerce
growth 1
2
Shopper expectations for a
great online shopping
experience
Merci!
Thank you!
ss@hec.ca

More Related Content

What's hot

U.S. Pulse of the Online Shopper U.S. Study Infographic (2016)
U.S. Pulse of the Online Shopper U.S. Study Infographic (2016)U.S. Pulse of the Online Shopper U.S. Study Infographic (2016)
U.S. Pulse of the Online Shopper U.S. Study Infographic (2016)
Jim Clifford MBA
 
Leicester Digital - Ecommercial 2016
Leicester Digital - Ecommercial 2016 Leicester Digital - Ecommercial 2016
Leicester Digital - Ecommercial 2016
Owen Gill
 
Next gen shoppers demand next gen payments_PayPal
Next gen shoppers demand next gen payments_PayPalNext gen shoppers demand next gen payments_PayPal
Next gen shoppers demand next gen payments_PayPal
National Retail Federation
 
Ecop
EcopEcop
SHOPPING-report-13
SHOPPING-report-13SHOPPING-report-13
SHOPPING-report-13
Trace Ronning
 
We're Collecting COVID-19 Shopper Data in BIGtoken.
We're Collecting COVID-19 Shopper Data in BIGtoken. We're Collecting COVID-19 Shopper Data in BIGtoken.
We're Collecting COVID-19 Shopper Data in BIGtoken.
BIGtoken
 
Preparing for the 2020 holiday season 10 tips and trends to help you plan a...
Preparing for the 2020 holiday season   10 tips and trends to help you plan a...Preparing for the 2020 holiday season   10 tips and trends to help you plan a...
Preparing for the 2020 holiday season 10 tips and trends to help you plan a...
threepipe
 
Social Commerce
Social CommerceSocial Commerce
Social Commerce
Dev Ashish
 
Online consumer behavior of e commerce
Online consumer behavior of e commerceOnline consumer behavior of e commerce
Online consumer behavior of e commerce
amit maity
 
online vs offline shopping
online vs offline shoppingonline vs offline shopping
online vs offline shopping
Shreya Chaudhary
 
survey on online v/s offline shopping
survey on online v/s offline shoppingsurvey on online v/s offline shopping
survey on online v/s offline shopping
Tanvir Bhatti
 
5 Trends Changing Back-To-School Shopping
5 Trends Changing Back-To-School Shopping5 Trends Changing Back-To-School Shopping
5 Trends Changing Back-To-School Shopping
Chris Barbee
 
23 dec bt(online) us sale events spur e-commerce in s'pore
23 dec bt(online) us sale events spur e-commerce in s'pore23 dec bt(online) us sale events spur e-commerce in s'pore
23 dec bt(online) us sale events spur e-commerce in s'pore
Bridget Kow
 
Consumer Snapshot May 2014
Consumer Snapshot May 2014Consumer Snapshot May 2014
Consumer Snapshot May 2014
Prosper Business Development
 
Online VS In Store Buying Behavior Of Consumer PPT
Online VS In Store Buying Behavior Of Consumer PPTOnline VS In Store Buying Behavior Of Consumer PPT
Online VS In Store Buying Behavior Of Consumer PPT
Rahul Gulaganji
 
Online VS In store Buying Behavior Of Consumer Report
Online VS In store Buying Behavior Of Consumer ReportOnline VS In store Buying Behavior Of Consumer Report
Online VS In store Buying Behavior Of Consumer Report
Rahul Gulaganji
 
Mobile Convention Amsterdam 2015 - Paul Skeldon
Mobile Convention Amsterdam 2015 - Paul SkeldonMobile Convention Amsterdam 2015 - Paul Skeldon
Mobile Convention Amsterdam 2015 - Paul Skeldon
Mobile Convention Amsterdam 2015
 
Serving up data-driven decision-making: How leading restaurant chains make th...
Serving up data-driven decision-making: How leading restaurant chains make th...Serving up data-driven decision-making: How leading restaurant chains make th...
Serving up data-driven decision-making: How leading restaurant chains make th...
National Retail Federation
 
Monitoring the increasing interests of Millenials and Generation Z for sustai...
Monitoring the increasing interests of Millenials and Generation Z for sustai...Monitoring the increasing interests of Millenials and Generation Z for sustai...
Monitoring the increasing interests of Millenials and Generation Z for sustai...
PwC Italy
 
Malaysia 2017-ecommerce
Malaysia 2017-ecommerceMalaysia 2017-ecommerce
Malaysia 2017-ecommerce
Neil Thomas
 

What's hot (20)

U.S. Pulse of the Online Shopper U.S. Study Infographic (2016)
U.S. Pulse of the Online Shopper U.S. Study Infographic (2016)U.S. Pulse of the Online Shopper U.S. Study Infographic (2016)
U.S. Pulse of the Online Shopper U.S. Study Infographic (2016)
 
Leicester Digital - Ecommercial 2016
Leicester Digital - Ecommercial 2016 Leicester Digital - Ecommercial 2016
Leicester Digital - Ecommercial 2016
 
Next gen shoppers demand next gen payments_PayPal
Next gen shoppers demand next gen payments_PayPalNext gen shoppers demand next gen payments_PayPal
Next gen shoppers demand next gen payments_PayPal
 
Ecop
EcopEcop
Ecop
 
SHOPPING-report-13
SHOPPING-report-13SHOPPING-report-13
SHOPPING-report-13
 
We're Collecting COVID-19 Shopper Data in BIGtoken.
We're Collecting COVID-19 Shopper Data in BIGtoken. We're Collecting COVID-19 Shopper Data in BIGtoken.
We're Collecting COVID-19 Shopper Data in BIGtoken.
 
Preparing for the 2020 holiday season 10 tips and trends to help you plan a...
Preparing for the 2020 holiday season   10 tips and trends to help you plan a...Preparing for the 2020 holiday season   10 tips and trends to help you plan a...
Preparing for the 2020 holiday season 10 tips and trends to help you plan a...
 
Social Commerce
Social CommerceSocial Commerce
Social Commerce
 
Online consumer behavior of e commerce
Online consumer behavior of e commerceOnline consumer behavior of e commerce
Online consumer behavior of e commerce
 
online vs offline shopping
online vs offline shoppingonline vs offline shopping
online vs offline shopping
 
survey on online v/s offline shopping
survey on online v/s offline shoppingsurvey on online v/s offline shopping
survey on online v/s offline shopping
 
5 Trends Changing Back-To-School Shopping
5 Trends Changing Back-To-School Shopping5 Trends Changing Back-To-School Shopping
5 Trends Changing Back-To-School Shopping
 
23 dec bt(online) us sale events spur e-commerce in s'pore
23 dec bt(online) us sale events spur e-commerce in s'pore23 dec bt(online) us sale events spur e-commerce in s'pore
23 dec bt(online) us sale events spur e-commerce in s'pore
 
Consumer Snapshot May 2014
Consumer Snapshot May 2014Consumer Snapshot May 2014
Consumer Snapshot May 2014
 
Online VS In Store Buying Behavior Of Consumer PPT
Online VS In Store Buying Behavior Of Consumer PPTOnline VS In Store Buying Behavior Of Consumer PPT
Online VS In Store Buying Behavior Of Consumer PPT
 
Online VS In store Buying Behavior Of Consumer Report
Online VS In store Buying Behavior Of Consumer ReportOnline VS In store Buying Behavior Of Consumer Report
Online VS In store Buying Behavior Of Consumer Report
 
Mobile Convention Amsterdam 2015 - Paul Skeldon
Mobile Convention Amsterdam 2015 - Paul SkeldonMobile Convention Amsterdam 2015 - Paul Skeldon
Mobile Convention Amsterdam 2015 - Paul Skeldon
 
Serving up data-driven decision-making: How leading restaurant chains make th...
Serving up data-driven decision-making: How leading restaurant chains make th...Serving up data-driven decision-making: How leading restaurant chains make th...
Serving up data-driven decision-making: How leading restaurant chains make th...
 
Monitoring the increasing interests of Millenials and Generation Z for sustai...
Monitoring the increasing interests of Millenials and Generation Z for sustai...Monitoring the increasing interests of Millenials and Generation Z for sustai...
Monitoring the increasing interests of Millenials and Generation Z for sustai...
 
Malaysia 2017-ecommerce
Malaysia 2017-ecommerceMalaysia 2017-ecommerce
Malaysia 2017-ecommerce
 

Similar to Grow Montreal - Canada Post Conference

Étude annuelle UPS Pulse of Online Shopper 2017 [intégrale]
Étude annuelle UPS Pulse of Online Shopper 2017 [intégrale]Étude annuelle UPS Pulse of Online Shopper 2017 [intégrale]
Étude annuelle UPS Pulse of Online Shopper 2017 [intégrale]
Patrick Barrabé® 😊
 
Canada Post - Runway to Growth in Canada
Canada Post - Runway to Growth in CanadaCanada Post - Runway to Growth in Canada
Canada Post - Runway to Growth in Canada
Andreas Schwartz
 
Uncorking the Canadian Delivery Experience - Karissa Kirlew - Canada Post
Uncorking the Canadian Delivery Experience - Karissa Kirlew - Canada PostUncorking the Canadian Delivery Experience - Karissa Kirlew - Canada Post
Uncorking the Canadian Delivery Experience - Karissa Kirlew - Canada Post
Vin65
 
2018 Global Ecommerce Study - Summary Report
2018 Global Ecommerce Study - Summary Report2018 Global Ecommerce Study - Summary Report
2018 Global Ecommerce Study - Summary Report
Pitney Bowes
 
2018 E-commerce Planning: Trends and Predictions for Peak
2018 E-commerce Planning: Trends and Predictions for Peak2018 E-commerce Planning: Trends and Predictions for Peak
2018 E-commerce Planning: Trends and Predictions for Peak
David Bussell
 
2016 ups pulse of the online shopper_executive summary_final
2016 ups pulse of the online shopper_executive summary_final2016 ups pulse of the online shopper_executive summary_final
2016 ups pulse of the online shopper_executive summary_final
Hung Vu
 
2016 the tipping point for retail e commerce in mexico
2016 the tipping point for retail e commerce in mexico2016 the tipping point for retail e commerce in mexico
2016 the tipping point for retail e commerce in mexico
Jaume Sués Caula
 
retail-insights-report-edition-2
retail-insights-report-edition-2retail-insights-report-edition-2
retail-insights-report-edition-2
Ian Sheppard
 
DHL - Your Path to Global Growth
DHL - Your Path to Global GrowthDHL - Your Path to Global Growth
DHL - Your Path to Global Growth
eCommerce Expo Ireland
 
Narvar_State of Post Purchase Experience_January 2017
Narvar_State of Post Purchase Experience_January 2017Narvar_State of Post Purchase Experience_January 2017
Narvar_State of Post Purchase Experience_January 2017
Harsh Jawharkar
 
Shoppers' Financial Outlooks and Purchasing Behaviors 2017
Shoppers' Financial Outlooks and Purchasing Behaviors 2017Shoppers' Financial Outlooks and Purchasing Behaviors 2017
Shoppers' Financial Outlooks and Purchasing Behaviors 2017
Information Resources Inc.
 
VCO Infographic
VCO InfographicVCO Infographic
VCO Infographic
Christina Gleason
 
Canada Post 2013 eshopper white paper
Canada Post 2013 eshopper white paper Canada Post 2013 eshopper white paper
Canada Post 2013 eshopper white paper
Rodrigo Padilla
 
I Kongres eHandlu: Ganna Yevtushenko - "Przyszłość e-commerce na wyciągnięcie...
I Kongres eHandlu: Ganna Yevtushenko - "Przyszłość e-commerce na wyciągnięcie...I Kongres eHandlu: Ganna Yevtushenko - "Przyszłość e-commerce na wyciągnięcie...
I Kongres eHandlu: Ganna Yevtushenko - "Przyszłość e-commerce na wyciągnięcie...
ecommerce poland expo
 
US 2016 Holiday Homestretch: Performance to Date Bodes Well for Holiday
US 2016 Holiday Homestretch: Performance to Date Bodes Well for HolidayUS 2016 Holiday Homestretch: Performance to Date Bodes Well for Holiday
US 2016 Holiday Homestretch: Performance to Date Bodes Well for Holiday
Deborah Weinswig
 
Unwrapping the 2016 Holiday Shopper
Unwrapping the 2016 Holiday ShopperUnwrapping the 2016 Holiday Shopper
Unwrapping the 2016 Holiday Shopper
Signal
 
Tet Insights_compressed.pdf
Tet Insights_compressed.pdfTet Insights_compressed.pdf
Tet Insights_compressed.pdf
Hải Đăng Nguyễn
 
SparkLabs Global Asia E-Commerce Report 2015
SparkLabs Global Asia E-Commerce Report 2015SparkLabs Global Asia E-Commerce Report 2015
SparkLabs Global Asia E-Commerce Report 2015
Bernard Moon
 
Cross border
Cross borderCross border
Accel ecommerce 2014
Accel ecommerce 2014Accel ecommerce 2014
Accel ecommerce 2014
Veena Srinath
 

Similar to Grow Montreal - Canada Post Conference (20)

Étude annuelle UPS Pulse of Online Shopper 2017 [intégrale]
Étude annuelle UPS Pulse of Online Shopper 2017 [intégrale]Étude annuelle UPS Pulse of Online Shopper 2017 [intégrale]
Étude annuelle UPS Pulse of Online Shopper 2017 [intégrale]
 
Canada Post - Runway to Growth in Canada
Canada Post - Runway to Growth in CanadaCanada Post - Runway to Growth in Canada
Canada Post - Runway to Growth in Canada
 
Uncorking the Canadian Delivery Experience - Karissa Kirlew - Canada Post
Uncorking the Canadian Delivery Experience - Karissa Kirlew - Canada PostUncorking the Canadian Delivery Experience - Karissa Kirlew - Canada Post
Uncorking the Canadian Delivery Experience - Karissa Kirlew - Canada Post
 
2018 Global Ecommerce Study - Summary Report
2018 Global Ecommerce Study - Summary Report2018 Global Ecommerce Study - Summary Report
2018 Global Ecommerce Study - Summary Report
 
2018 E-commerce Planning: Trends and Predictions for Peak
2018 E-commerce Planning: Trends and Predictions for Peak2018 E-commerce Planning: Trends and Predictions for Peak
2018 E-commerce Planning: Trends and Predictions for Peak
 
2016 ups pulse of the online shopper_executive summary_final
2016 ups pulse of the online shopper_executive summary_final2016 ups pulse of the online shopper_executive summary_final
2016 ups pulse of the online shopper_executive summary_final
 
2016 the tipping point for retail e commerce in mexico
2016 the tipping point for retail e commerce in mexico2016 the tipping point for retail e commerce in mexico
2016 the tipping point for retail e commerce in mexico
 
retail-insights-report-edition-2
retail-insights-report-edition-2retail-insights-report-edition-2
retail-insights-report-edition-2
 
DHL - Your Path to Global Growth
DHL - Your Path to Global GrowthDHL - Your Path to Global Growth
DHL - Your Path to Global Growth
 
Narvar_State of Post Purchase Experience_January 2017
Narvar_State of Post Purchase Experience_January 2017Narvar_State of Post Purchase Experience_January 2017
Narvar_State of Post Purchase Experience_January 2017
 
Shoppers' Financial Outlooks and Purchasing Behaviors 2017
Shoppers' Financial Outlooks and Purchasing Behaviors 2017Shoppers' Financial Outlooks and Purchasing Behaviors 2017
Shoppers' Financial Outlooks and Purchasing Behaviors 2017
 
VCO Infographic
VCO InfographicVCO Infographic
VCO Infographic
 
Canada Post 2013 eshopper white paper
Canada Post 2013 eshopper white paper Canada Post 2013 eshopper white paper
Canada Post 2013 eshopper white paper
 
I Kongres eHandlu: Ganna Yevtushenko - "Przyszłość e-commerce na wyciągnięcie...
I Kongres eHandlu: Ganna Yevtushenko - "Przyszłość e-commerce na wyciągnięcie...I Kongres eHandlu: Ganna Yevtushenko - "Przyszłość e-commerce na wyciągnięcie...
I Kongres eHandlu: Ganna Yevtushenko - "Przyszłość e-commerce na wyciągnięcie...
 
US 2016 Holiday Homestretch: Performance to Date Bodes Well for Holiday
US 2016 Holiday Homestretch: Performance to Date Bodes Well for HolidayUS 2016 Holiday Homestretch: Performance to Date Bodes Well for Holiday
US 2016 Holiday Homestretch: Performance to Date Bodes Well for Holiday
 
Unwrapping the 2016 Holiday Shopper
Unwrapping the 2016 Holiday ShopperUnwrapping the 2016 Holiday Shopper
Unwrapping the 2016 Holiday Shopper
 
Tet Insights_compressed.pdf
Tet Insights_compressed.pdfTet Insights_compressed.pdf
Tet Insights_compressed.pdf
 
SparkLabs Global Asia E-Commerce Report 2015
SparkLabs Global Asia E-Commerce Report 2015SparkLabs Global Asia E-Commerce Report 2015
SparkLabs Global Asia E-Commerce Report 2015
 
Cross border
Cross borderCross border
Cross border
 
Accel ecommerce 2014
Accel ecommerce 2014Accel ecommerce 2014
Accel ecommerce 2014
 

More from Sylvain Senecal

Quelle expérience faites-vous vraiment vivre à vos clients?
Quelle expérience faites-vous vraiment vivre à vos clients?Quelle expérience faites-vous vraiment vivre à vos clients?
Quelle expérience faites-vous vraiment vivre à vos clients?
Sylvain Senecal
 
Consumer Neuroscience: The Case for Signal Triangulation
Consumer Neuroscience: The Case for Signal TriangulationConsumer Neuroscience: The Case for Signal Triangulation
Consumer Neuroscience: The Case for Signal Triangulation
Sylvain Senecal
 
Forces Montreal - Conference de Postes Canada
Forces Montreal - Conference de Postes CanadaForces Montreal - Conference de Postes Canada
Forces Montreal - Conference de Postes Canada
Sylvain Senecal
 
Les neurosciences pour comprendre l'expérience client: Le Tech3Lab de HEC Mon...
Les neurosciences pour comprendre l'expérience client: Le Tech3Lab de HEC Mon...Les neurosciences pour comprendre l'expérience client: Le Tech3Lab de HEC Mon...
Les neurosciences pour comprendre l'expérience client: Le Tech3Lab de HEC Mon...
Sylvain Senecal
 
The influence of brand repetition and consumer product evaluations on attenti...
The influence of brand repetition and consumer product evaluations on attenti...The influence of brand repetition and consumer product evaluations on attenti...
The influence of brand repetition and consumer product evaluations on attenti...
Sylvain Senecal
 
International Online Shopping
International Online ShoppingInternational Online Shopping
International Online Shopping
Sylvain Senecal
 
Innovative UX Methods and Tools
Innovative UX Methods and ToolsInnovative UX Methods and Tools
Innovative UX Methods and Tools
Sylvain Senecal
 
Comment mesurer l'attention des utilisateurs
Comment mesurer l'attention des utilisateursComment mesurer l'attention des utilisateurs
Comment mesurer l'attention des utilisateurs
Sylvain Senecal
 
Comment mesurer l'attention des utilisateurs
Comment mesurer l'attention des utilisateursComment mesurer l'attention des utilisateurs
Comment mesurer l'attention des utilisateurs
Sylvain Senecal
 
Equity crowdfunding and the online investors' risk
Equity crowdfunding and the online investors' riskEquity crowdfunding and the online investors' risk
Equity crowdfunding and the online investors' risk
Sylvain Senecal
 
Microprogramme UX HEC Montréal
Microprogramme UX HEC MontréalMicroprogramme UX HEC Montréal
Microprogramme UX HEC Montréal
Sylvain Senecal
 
Gmunden2015cognitivefinal 150602130608-lva1-app6891
Gmunden2015cognitivefinal 150602130608-lva1-app6891Gmunden2015cognitivefinal 150602130608-lva1-app6891
Gmunden2015cognitivefinal 150602130608-lva1-app6891
Sylvain Senecal
 
T3lab winchester-final2-150528152912-lva1-app6892
T3lab winchester-final2-150528152912-lva1-app6892T3lab winchester-final2-150528152912-lva1-app6892
T3lab winchester-final2-150528152912-lva1-app6892
Sylvain Senecal
 
T3lab presentation-final-public-150522014647-lva1-app6892
T3lab presentation-final-public-150522014647-lva1-app6892T3lab presentation-final-public-150522014647-lva1-app6892
T3lab presentation-final-public-150522014647-lva1-app6892
Sylvain Senecal
 
Conférence UX Tech3Lab: Savez-vous que vous faites vivre à vos clients?
Conférence UX Tech3Lab: Savez-vous que vous faites vivre à vos clients?Conférence UX Tech3Lab: Savez-vous que vous faites vivre à vos clients?
Conférence UX Tech3Lab: Savez-vous que vous faites vivre à vos clients?
Sylvain Senecal
 
Showrooming, webrooming and outshopping: How to address these new consumer b...
Showrooming, webrooming and outshopping:  How to address these new consumer b...Showrooming, webrooming and outshopping:  How to address these new consumer b...
Showrooming, webrooming and outshopping: How to address these new consumer b...
Sylvain Senecal
 
Neuromarketing Workshop
Neuromarketing WorkshopNeuromarketing Workshop
Neuromarketing Workshop
Sylvain Senecal
 
Le Showrooming, est-ce un phénomène important au Canada?
Le Showrooming, est-ce un phénomène important au Canada?Le Showrooming, est-ce un phénomène important au Canada?
Le Showrooming, est-ce un phénomène important au Canada?
Sylvain Senecal
 
Consumers' Online Cognitive Scripts: A Neurophysiological Approach
Consumers' Online Cognitive Scripts: A Neurophysiological ApproachConsumers' Online Cognitive Scripts: A Neurophysiological Approach
Consumers' Online Cognitive Scripts: A Neurophysiological Approach
Sylvain Senecal
 
Neuromarketing @ HEC Montreal-
Neuromarketing @ HEC Montreal-Neuromarketing @ HEC Montreal-
Neuromarketing @ HEC Montreal-
Sylvain Senecal
 

More from Sylvain Senecal (20)

Quelle expérience faites-vous vraiment vivre à vos clients?
Quelle expérience faites-vous vraiment vivre à vos clients?Quelle expérience faites-vous vraiment vivre à vos clients?
Quelle expérience faites-vous vraiment vivre à vos clients?
 
Consumer Neuroscience: The Case for Signal Triangulation
Consumer Neuroscience: The Case for Signal TriangulationConsumer Neuroscience: The Case for Signal Triangulation
Consumer Neuroscience: The Case for Signal Triangulation
 
Forces Montreal - Conference de Postes Canada
Forces Montreal - Conference de Postes CanadaForces Montreal - Conference de Postes Canada
Forces Montreal - Conference de Postes Canada
 
Les neurosciences pour comprendre l'expérience client: Le Tech3Lab de HEC Mon...
Les neurosciences pour comprendre l'expérience client: Le Tech3Lab de HEC Mon...Les neurosciences pour comprendre l'expérience client: Le Tech3Lab de HEC Mon...
Les neurosciences pour comprendre l'expérience client: Le Tech3Lab de HEC Mon...
 
The influence of brand repetition and consumer product evaluations on attenti...
The influence of brand repetition and consumer product evaluations on attenti...The influence of brand repetition and consumer product evaluations on attenti...
The influence of brand repetition and consumer product evaluations on attenti...
 
International Online Shopping
International Online ShoppingInternational Online Shopping
International Online Shopping
 
Innovative UX Methods and Tools
Innovative UX Methods and ToolsInnovative UX Methods and Tools
Innovative UX Methods and Tools
 
Comment mesurer l'attention des utilisateurs
Comment mesurer l'attention des utilisateursComment mesurer l'attention des utilisateurs
Comment mesurer l'attention des utilisateurs
 
Comment mesurer l'attention des utilisateurs
Comment mesurer l'attention des utilisateursComment mesurer l'attention des utilisateurs
Comment mesurer l'attention des utilisateurs
 
Equity crowdfunding and the online investors' risk
Equity crowdfunding and the online investors' riskEquity crowdfunding and the online investors' risk
Equity crowdfunding and the online investors' risk
 
Microprogramme UX HEC Montréal
Microprogramme UX HEC MontréalMicroprogramme UX HEC Montréal
Microprogramme UX HEC Montréal
 
Gmunden2015cognitivefinal 150602130608-lva1-app6891
Gmunden2015cognitivefinal 150602130608-lva1-app6891Gmunden2015cognitivefinal 150602130608-lva1-app6891
Gmunden2015cognitivefinal 150602130608-lva1-app6891
 
T3lab winchester-final2-150528152912-lva1-app6892
T3lab winchester-final2-150528152912-lva1-app6892T3lab winchester-final2-150528152912-lva1-app6892
T3lab winchester-final2-150528152912-lva1-app6892
 
T3lab presentation-final-public-150522014647-lva1-app6892
T3lab presentation-final-public-150522014647-lva1-app6892T3lab presentation-final-public-150522014647-lva1-app6892
T3lab presentation-final-public-150522014647-lva1-app6892
 
Conférence UX Tech3Lab: Savez-vous que vous faites vivre à vos clients?
Conférence UX Tech3Lab: Savez-vous que vous faites vivre à vos clients?Conférence UX Tech3Lab: Savez-vous que vous faites vivre à vos clients?
Conférence UX Tech3Lab: Savez-vous que vous faites vivre à vos clients?
 
Showrooming, webrooming and outshopping: How to address these new consumer b...
Showrooming, webrooming and outshopping:  How to address these new consumer b...Showrooming, webrooming and outshopping:  How to address these new consumer b...
Showrooming, webrooming and outshopping: How to address these new consumer b...
 
Neuromarketing Workshop
Neuromarketing WorkshopNeuromarketing Workshop
Neuromarketing Workshop
 
Le Showrooming, est-ce un phénomène important au Canada?
Le Showrooming, est-ce un phénomène important au Canada?Le Showrooming, est-ce un phénomène important au Canada?
Le Showrooming, est-ce un phénomène important au Canada?
 
Consumers' Online Cognitive Scripts: A Neurophysiological Approach
Consumers' Online Cognitive Scripts: A Neurophysiological ApproachConsumers' Online Cognitive Scripts: A Neurophysiological Approach
Consumers' Online Cognitive Scripts: A Neurophysiological Approach
 
Neuromarketing @ HEC Montreal-
Neuromarketing @ HEC Montreal-Neuromarketing @ HEC Montreal-
Neuromarketing @ HEC Montreal-
 

Recently uploaded

Segmentation, Targeting and positioning (1).pptx
Segmentation, Targeting and positioning (1).pptxSegmentation, Targeting and positioning (1).pptx
Segmentation, Targeting and positioning (1).pptx
SandeshAcharya17
 
10 Advantages and Disadvantages of Social Media Marketing in 2024
10 Advantages and Disadvantages of Social Media Marketing in 202410 Advantages and Disadvantages of Social Media Marketing in 2024
10 Advantages and Disadvantages of Social Media Marketing in 2024
Markonik
 
How to Start Your Influencer Marketing Career
How to Start Your Influencer Marketing CareerHow to Start Your Influencer Marketing Career
How to Start Your Influencer Marketing Career
gchaitya21
 
Uncovering Marketo Engage's Target Account Management
Uncovering Marketo Engage's Target Account ManagementUncovering Marketo Engage's Target Account Management
Uncovering Marketo Engage's Target Account Management
GNW Consulting
 
Do's and Don'ts: How to Pitch Your Press Release to Journalists
Do's and Don'ts: How to Pitch Your Press Release to JournalistsDo's and Don'ts: How to Pitch Your Press Release to Journalists
Do's and Don'ts: How to Pitch Your Press Release to Journalists
Aggregage
 
Factsheet pdf
Factsheet                            pdfFactsheet                            pdf
Factsheet pdf
Kaushal445159
 
Unlocking Deliverability with Marketo Engage
Unlocking Deliverability with Marketo EngageUnlocking Deliverability with Marketo Engage
Unlocking Deliverability with Marketo Engage
GNW Consulting
 
Digital Marketing Presentation by gridque (1).pdf
Digital Marketing Presentation by gridque  (1).pdfDigital Marketing Presentation by gridque  (1).pdf
Digital Marketing Presentation by gridque (1).pdf
gridquedigital
 
How Social Media effect on business | eflot
How Social Media effect on business | eflotHow Social Media effect on business | eflot
How Social Media effect on business | eflot
swethag283189
 
2024 July - Hubspot's Content Hub and the Implications for B2B Marketers - G...
2024 July - Hubspot's Content Hub and the Implications for B2B Marketers  - G...2024 July - Hubspot's Content Hub and the Implications for B2B Marketers  - G...
2024 July - Hubspot's Content Hub and the Implications for B2B Marketers - G...
mjenkins13
 
Mobile App UI Design Trends .pdf
Mobile App UI Design Trends             .pdfMobile App UI Design Trends             .pdf
Mobile App UI Design Trends .pdf
technologiesintelio
 
"Crafting Interactive Metaverse Games: Development Solutions"
"Crafting Interactive Metaverse Games: Development Solutions""Crafting Interactive Metaverse Games: Development Solutions"
"Crafting Interactive Metaverse Games: Development Solutions"
Donna Lenk
 
Snapshot of Consumer Behaviors of June 2024-EOLiSurvey (EN).pdf
Snapshot of Consumer Behaviors of June 2024-EOLiSurvey (EN).pdfSnapshot of Consumer Behaviors of June 2024-EOLiSurvey (EN).pdf
Snapshot of Consumer Behaviors of June 2024-EOLiSurvey (EN).pdf
Eastern Online-iSURVEY
 
TAM AdEx-Quarterly Report on Radio Advertising_2024.pdf
TAM AdEx-Quarterly Report on Radio Advertising_2024.pdfTAM AdEx-Quarterly Report on Radio Advertising_2024.pdf
TAM AdEx-Quarterly Report on Radio Advertising_2024.pdf
Social Samosa
 
MKT460: Strategic Marketing_ SeH_ Kishwan Cookies.pdf
MKT460: Strategic Marketing_ SeH_ Kishwan Cookies.pdfMKT460: Strategic Marketing_ SeH_ Kishwan Cookies.pdf
MKT460: Strategic Marketing_ SeH_ Kishwan Cookies.pdf
Mohammad Tauhidul Islam Khan Rifat
 
Buyer’s Behaviour by sandesh acharya.pptx
Buyer’s Behaviour by sandesh acharya.pptxBuyer’s Behaviour by sandesh acharya.pptx
Buyer’s Behaviour by sandesh acharya.pptx
SandeshAcharya17
 
Rural Marketing Strategies for Rural India
Rural Marketing Strategies for Rural IndiaRural Marketing Strategies for Rural India
Rural Marketing Strategies for Rural India
Saravanan Sugadevan
 
Mobile Marketing in the form of ppt document
Mobile Marketing in the form of ppt documentMobile Marketing in the form of ppt document
Mobile Marketing in the form of ppt document
ArhamBaloch1
 
1704373070-KIM_-_ITI_ELSS_Tax_Saver_Fund.pdf
1704373070-KIM_-_ITI_ELSS_Tax_Saver_Fund.pdf1704373070-KIM_-_ITI_ELSS_Tax_Saver_Fund.pdf
1704373070-KIM_-_ITI_ELSS_Tax_Saver_Fund.pdf
Kaushal445159
 
The Key Features of Social Marketing Strategies for Success www.eflot.com.pdf
The Key Features of Social Marketing Strategies for Success www.eflot.com.pdfThe Key Features of Social Marketing Strategies for Success www.eflot.com.pdf
The Key Features of Social Marketing Strategies for Success www.eflot.com.pdf
df2608021
 

Recently uploaded (20)

Segmentation, Targeting and positioning (1).pptx
Segmentation, Targeting and positioning (1).pptxSegmentation, Targeting and positioning (1).pptx
Segmentation, Targeting and positioning (1).pptx
 
10 Advantages and Disadvantages of Social Media Marketing in 2024
10 Advantages and Disadvantages of Social Media Marketing in 202410 Advantages and Disadvantages of Social Media Marketing in 2024
10 Advantages and Disadvantages of Social Media Marketing in 2024
 
How to Start Your Influencer Marketing Career
How to Start Your Influencer Marketing CareerHow to Start Your Influencer Marketing Career
How to Start Your Influencer Marketing Career
 
Uncovering Marketo Engage's Target Account Management
Uncovering Marketo Engage's Target Account ManagementUncovering Marketo Engage's Target Account Management
Uncovering Marketo Engage's Target Account Management
 
Do's and Don'ts: How to Pitch Your Press Release to Journalists
Do's and Don'ts: How to Pitch Your Press Release to JournalistsDo's and Don'ts: How to Pitch Your Press Release to Journalists
Do's and Don'ts: How to Pitch Your Press Release to Journalists
 
Factsheet pdf
Factsheet                            pdfFactsheet                            pdf
Factsheet pdf
 
Unlocking Deliverability with Marketo Engage
Unlocking Deliverability with Marketo EngageUnlocking Deliverability with Marketo Engage
Unlocking Deliverability with Marketo Engage
 
Digital Marketing Presentation by gridque (1).pdf
Digital Marketing Presentation by gridque  (1).pdfDigital Marketing Presentation by gridque  (1).pdf
Digital Marketing Presentation by gridque (1).pdf
 
How Social Media effect on business | eflot
How Social Media effect on business | eflotHow Social Media effect on business | eflot
How Social Media effect on business | eflot
 
2024 July - Hubspot's Content Hub and the Implications for B2B Marketers - G...
2024 July - Hubspot's Content Hub and the Implications for B2B Marketers  - G...2024 July - Hubspot's Content Hub and the Implications for B2B Marketers  - G...
2024 July - Hubspot's Content Hub and the Implications for B2B Marketers - G...
 
Mobile App UI Design Trends .pdf
Mobile App UI Design Trends             .pdfMobile App UI Design Trends             .pdf
Mobile App UI Design Trends .pdf
 
"Crafting Interactive Metaverse Games: Development Solutions"
"Crafting Interactive Metaverse Games: Development Solutions""Crafting Interactive Metaverse Games: Development Solutions"
"Crafting Interactive Metaverse Games: Development Solutions"
 
Snapshot of Consumer Behaviors of June 2024-EOLiSurvey (EN).pdf
Snapshot of Consumer Behaviors of June 2024-EOLiSurvey (EN).pdfSnapshot of Consumer Behaviors of June 2024-EOLiSurvey (EN).pdf
Snapshot of Consumer Behaviors of June 2024-EOLiSurvey (EN).pdf
 
TAM AdEx-Quarterly Report on Radio Advertising_2024.pdf
TAM AdEx-Quarterly Report on Radio Advertising_2024.pdfTAM AdEx-Quarterly Report on Radio Advertising_2024.pdf
TAM AdEx-Quarterly Report on Radio Advertising_2024.pdf
 
MKT460: Strategic Marketing_ SeH_ Kishwan Cookies.pdf
MKT460: Strategic Marketing_ SeH_ Kishwan Cookies.pdfMKT460: Strategic Marketing_ SeH_ Kishwan Cookies.pdf
MKT460: Strategic Marketing_ SeH_ Kishwan Cookies.pdf
 
Buyer’s Behaviour by sandesh acharya.pptx
Buyer’s Behaviour by sandesh acharya.pptxBuyer’s Behaviour by sandesh acharya.pptx
Buyer’s Behaviour by sandesh acharya.pptx
 
Rural Marketing Strategies for Rural India
Rural Marketing Strategies for Rural IndiaRural Marketing Strategies for Rural India
Rural Marketing Strategies for Rural India
 
Mobile Marketing in the form of ppt document
Mobile Marketing in the form of ppt documentMobile Marketing in the form of ppt document
Mobile Marketing in the form of ppt document
 
1704373070-KIM_-_ITI_ELSS_Tax_Saver_Fund.pdf
1704373070-KIM_-_ITI_ELSS_Tax_Saver_Fund.pdf1704373070-KIM_-_ITI_ELSS_Tax_Saver_Fund.pdf
1704373070-KIM_-_ITI_ELSS_Tax_Saver_Fund.pdf
 
The Key Features of Social Marketing Strategies for Success www.eflot.com.pdf
The Key Features of Social Marketing Strategies for Success www.eflot.com.pdfThe Key Features of Social Marketing Strategies for Success www.eflot.com.pdf
The Key Features of Social Marketing Strategies for Success www.eflot.com.pdf
 

Grow Montreal - Canada Post Conference

  • 1. E-Commerce Growth in Quebec and Canada Sylvain Sénécal, Ph.D.
  • 2. In the next 15 minutes… Shopper behaviors driving e-commerce growth 1 2 Shopper expectations for a great online shopping experience
  • 4. April 2018 | Growing E-commerce in Canada Canada Post E-commerce Volumes Growth 23% Growth in e-commerce in Canada. Source: YOY Parcel Volume Growth – (Q2 YTD 2016 vs. Q2 YTD 2017). Data retrieved from 2,314 Canada Post e-commerce customers.
  • 5. April 2018 | Growing E-commerce in Canada Canadians Are Shopping Online In Record Numbers 80%of Canadians shopped online in the past year. Occasional (2-6) Frequent (7-12) Hyper (25+) One time Shoppers Power (13-24) 45% 22% 10%12% 11% Based on number of online purchases made annually Source: 2016 Canadian Online Shopper Study, CPC 16-202, April 2016
  • 7. Which impacts $ spent online
  • 8. April 2018 | Growing E-commerce in Canada Shoppers Are Expanding Their Product Portfolio Source: 2016 Canadian Online Shopper Study, CPC 16-202, April 2016 Apparel and accessories 45% | $90 Consumer electronics 36% | $142 Toys, games and hobbies 30% | $75 Housewares 21% | $163 Sporting goods 11% | $126 % of shoppers that purchased online last year Average basket spend
  • 10. April 2018 | Growing E-commerce in Canada The Holiday Season Continues To Be A Key Shopping Period Source: Canada Post Parcel Insights- 2017 Cyber Week YOY volume growth on Cyber Monday 44% YOY volume growth on Black Friday 35%
  • 12. April 2018 | Growing E-commerce in Canada Shopper Expectations Are Evolving Pre-purchase: delivery and shipping info Post-purchase: convenient and flexible delivery experience Upfront fulfillment times and package visibility Clear and hassle-free returns Source: 2016 Canadian Online Shopper Study, CPC 16-202, April 2016 32% 25% 21% 41% Of shoppers will complete their purchase if offered expected delivery dates upfront prior to checkout Of shoppers will complete their online purchase if the shipping cost is provided upfront at checkout Of shoppers will complete their online purchase if provided flexible delivery and pickup options Of shoppers want shipping within 5 days even when it is free 70% Of expect merchant’s delivery promise to include the time it takes to fulfill the order 45% Of shoppers expect orders to be fulfilled within a day 12% Of shoppers abandoned their cart over lack of return options 33% Of shoppers are unlikely to purchase from the same retailer again after a negative returns experience
  • 15. To conclude Shopper behavior driving e-commerce growth 1 2 Shopper expectations for a great online shopping experience