Canadian Mobile Shopper [Apr 2013]

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Canadian Mobile Shopper [Apr 2013]

  1. 1. The Canadian Mobile ShopperSponsored by: Presented by:Randy Fougere Rosalina Lin-AllenSVP, Sales & Marketing Head of StrategyTenzing Delviniawww.tenzing.com www.delvinia.com@TenzingHosting @Delvinia Share your Tweets by using #cdnmobileshopper
  2. 2. Tenzing OverviewTenzing designs, deploys and fully manages IT infrastructure for organizations runningmission-critical E-commerce, SaaS, and Enterprise Web applications.We work collaboratively with customers to achieve their goals through ourITIL-based service management and a comprehensive portfolio of services.Company Highlights• Founded in 1998 with 400 customers• Data Centres in Toronto, Kelowna, Vancouver, and Dallas TX (May 15th)• 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 Share your Tweets by using #cdnmobileshopper
  3. 3. Delvinia Overview Share your Tweets by using #cdnmobileshopper
  4. 4. How We Work CUSTOMER-CENTRIC, FACT BASED 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.DATA to INSIGHTWe review all the data and look for keyinsights that will create real businessvalue and innovation. STRATEGY to ACTION Finally, we prepare and deliver all plans, and content to the client. No plan is complete until it’s put into action, measured and refined. Share your Tweets by using #cdnmobileshopper
  5. 5. Our Clients Share your Tweets by using #cdnmobileshopper
  6. 6. Our Capabilities Voice of the Customer Customer Experience TOOLS & PLATFORMS STRATEGY & DESIGN AskingCanadians™ Customer Insight Our proprietary online research community of Our insight team use both qualitative and 200,000+ Canadians from all walks of life quantitative research methods that uncover who have opted-in to give us their thoughts deep emotional and behavioural insights. and opinions. Customer Experience Evaluation Digital Strategy Our process uncovers ways to improve and Our digital strategy experts help define a innovate the customer experience. Usability clear vision for todays new empowered and testing, expert UX evaluation and customer connected customer. journey mapping. Experience Design Customer Listening Platforms Our digital design experts use insights and From social listening to customer satisfaction creative thinking to inspire, engage and surveys, our tools enable you to uncover key elevate the customer experience across all customer insights and turn them into action. screens and digital platforms. Share your Tweets by using #cdnmobileshopper
  7. 7. The Canadian Mobile ShopperShare your Tweets by using #cdnmobileshopper
  8. 8. Agenda • MOBILE LANDSCAPE • KEY IMPACTS & OPPORTUNITIES • HOW TO APPROACH MOBILE Share your Tweets by using #cdnmobileshopper
  9. 9. THE MOBILE LANDSCAPE Share your Tweets by using #cdnmobileshopper
  10. 10. The Mobile First Era 52% of Canadians own 21% of Canadians own (Source: , Dec 2012) Share your Tweets by using #cdnmobileshopper
  11. 11. THE SHOPPING COMPANIONTransforming consumers into savvier shoppers Share your Tweets by using #cdnmobileshopper
  12. 12. 20% of Canadians have shopped via mobile in the past 12 months. (Source: ) Share your Tweets by using #cdnmobileshopper
  13. 13. Divergent Use of Smartphones & Tablets• Tablets are mostly used at home while smartphones are used on-the-go• Smartphone tends to be used closer to the decision point for offline purchases• Higher percentage of tablet shoppers buy through their tablet device 16% used their smartphones and 43% used their tablets to make a purchase in the past 12 months. (Source: )
  14. 14. Key Impacts & Opportunities 1. NEXT LEVEL OF CONNECTIVITY 2. PORTABILITY 3. RICH CONTEXT 4. COMMERCE 5. CUSTOMER INTELLIGENCE Share your Tweets by using #cdnmobileshopper
  15. 15. IMPACT #1NEXT LEVEL OFCONNECTIVITY Share your Tweets by using #cdnmobileshopper
  16. 16. Mobile the Connector PHYSICAL FAMILY & WORLD FRIENDS LIKE-MINDED ONLINE PEOPLE WORLD Share your Tweets by using #cdnmobileshopper
  17. 17. Online to OfflineCustomers can specify which store they want to shop from and find out which location has inventory. Share your Tweets by using #cdnmobileshopper
  18. 18. Offline to Online Walmart (USA) makes it easy for customers to move from offline to online – fromresearching 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. Share your Tweets by using #cdnmobileshopper
  19. 19. Bring the Store to the Customer Share your Tweets by using #cdnmobileshopper
  20. 20. 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 Share your Tweets by using #cdnmobileshopper
  21. 21. 20% conversion Fan Sourced Customer Support Skull Candy leveraged Needle’s chat platform to connect prospects with fans. Share your Tweets by using #cdnmobileshopper
  22. 22. IMPACT #2PORTABILITY Share your Tweets by using #cdnmobileshopper
  23. 23. Some parts of the purchase journey make sense on the go Share your Tweets by using #cdnmobileshopper
  24. 24. Paypal LayarAd Dispatch Ad Dispatch Share your Tweets by using #cdnmobileshopper
  25. 25. JCPenny enables sales associates to better service customersand help them check-out using iPod Touch devices. Share your Tweets by using #cdnmobileshopper
  26. 26. IMPACT #3RICH CONTEXT Share your Tweets by using #cdnmobileshopper
  27. 27. 50%used the camera function ontheir phone to take pictures ofitems they may want to buy inthe past month. GlucoDock Location Proximity Accelerator(Source: , Dec 2012) Share your Tweets by using #cdnmobileshopper
  28. 28. Location-based Geo-fenced targeting to drive travel insurance prospects topresence at major e-commerce.Canadian airports. Share your Tweets by using #cdnmobileshopper
  29. 29. Weather Air Quality Noise/Ambience50%used the camera function ontheir phone to take pictures ofitems they may want to buy inthe past month. GlucoDock Location Proximity Accelerator(Source: , Dec 2012) Share your Tweets by using #cdnmobileshopper
  30. 30. Share your Tweets by using #cdnmobileshopper
  31. 31. 22% are comfortable sharing their mobile information with retailers they trust (Source: ) Share your Tweets by using #cdnmobileshopper
  32. 32. IMPACT #4CUSTOMER INTELLIGENCE Share your Tweets by using #cdnmobileshopper
  33. 33. Share your Tweets by using #cdnmobileshopper
  34. 34. Source: Concierge of Springboard Retail Networks Source: ID&C Share your Tweets by using #cdnmobileshopper
  35. 35. Mobile Based Rsearch Share your Tweets by using #cdnmobileshopper
  36. 36. IMPACT #5 MOBILECOMMERCE Share your Tweets by using #cdnmobileshopper
  37. 37. MOBILE MOBILE WALLET NEAR FIELD COMMUNICATIONS (NCF)OPTIMIZEDCOMMERCESITES/APPS Share your Tweets by using #cdnmobileshopper
  38. 38. M-Commerce represented 16% of total sales(averaging to £1 Million per week) (Source: Domino’s Q1 2012 Interim Management Statement) Share your Tweets by using #cdnmobileshopper
  39. 39. CHANGE THE WAY YOU DELIVER PRODUCTS & SERVICES Arrive at Get Order Coffee Shop Pay for Order Wait for Coffee & Go to Work & Keep Order Checking Time On Way to Work Arrive at Coffee Shop Order & Pay Get Order Via Mobile & Go to Work Share your Tweets by using #cdnmobileshopper
  40. 40. What’sNEXTing Share your Tweets by using #cdnmobileshopper
  41. 41. INTERNET OF THINGS INTERNET OF THINGS FRAGMENTATION OF MOBILE DEVICES WEARABLE TECHNOLOGIES WEARABLE TECHNOLOGIES (GOOGLE GLASS) Share your Tweets by using #cdnmobileshopper
  42. 42. How to Approach MOBILE Share your Tweets by using #cdnmobileshopper
  43. 43. How do you remove customerbarriers to convert with you? Share your Tweets by using #cdnmobileshopper
  44. 44. How do you remove customer barriers to convert with you?What are your customers’ current pain points and what do theyvalue in their path to purchase?What is the role of mobile in your customers’ path to purchase?What are the opportunities in leveraging mobile to better enableyour front line staff? Share your Tweets by using #cdnmobileshopper
  45. 45. How do you remove customer Start with understanding thecustomers’ barriers to paths to purchase. convert with you? What are your customers’ current pain points and what do they value in their path to purchase? What is the role of mobile in your customers’ path to purchase? What are the opportunities in leveraging mobile to better enable your front line staff? Share your Tweets by using #cdnmobileshopper
  46. 46. Not all Customer Paths to Purchase are the SameCustomer path to purchase differs from product to product and from segment to segment. Share your Tweets by using #cdnmobileshopper
  47. 47. Share your Tweets by using #cdnmobileshopper
  48. 48. How do you remove customer Start with understanding thecustomers’ barriers to paths to purchase. convert with you? What are your customers’ current pain points and what do they value in their path to purchase? What is the role of mobile in your customers’ path to purchase? What are the opportunities in leveraging mobile to better enable your front line staff? Share your Tweets by using #cdnmobileshopper
  49. 49. Thank You! Sponsored by: Presented by: Randy Fougere Rosalina Lin-Allen SVP, Sales & Marketing Head of Strategy Tenzing Delvinia www.tenzing.com www.delvinia.com @TenzingHosting @Delvinia Share your Tweets by using #cdnmobileshopper

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