Ecommerce trends for 2013 by rosalina lin-allen

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Digital has transformed consumers' path to purchase to something that is significantly more complex and non-linear.

In this environment, how do e-retailers remove customer barriers to convert with you?

Rosalina shares her perspectives on today's e-commerce environment and how the best of breed are removing customer barriers to convert by supporting their path to purchase.

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Ecommerce trends for 2013 by rosalina lin-allen

  1. 1. E-commerce Trends for 2013Sponsored by: Presented by:Randy Fougere Rosalina Lin-AllenSVP, Sales & Marketing Director of StrategyTenzing Delviniawww.tenzing.com www.delvinia.com@TenzingHosting @Delvinia Share your Tweets by using #ecommtrends
  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, 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
  3. 3. Delvinia Overview
  4. 4. How We Work CUSTOMER-CENTRIC, INSIGHTS DRIVEN 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, content to the client. No plan is complete until it’s put into action, measured and refined.
  5. 5. Our Clients
  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 innovative the user 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.
  7. 7. E-commerce Trends for 2013
  8. 8. CUSTOMERS EMPOWERED SELF-EDUCATING TODAY MULTI-CHANNEL DEVICE-AGNOSTIC
  9. 9. 60% of Canadians research and buy online. Source: , December 2012
  10. 10. 92% of Canadians research online and buy offline. Source: , December 2012
  11. 11. 20% of Canadians have shopped via their mobile device. Source: , December 2012
  12. 12. 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
  13. 13. Brick-and-mortar retailerschallenged with showroomingand increasingly strike back with price matching
  14. 14. eRetailers chipping away at thebrick-and-mortar advantageswith free shipping, same day delivery, and pickup depots
  15. 15. KEY TRENDS1. ADVICE DRIVEN COMMERCE2. SOCIAL SELLING3. CHANNEL BLENDING4. MOBILE FIRST5. RIGHT PLACE AT THE RIGHT TIME
  16. 16. Trend #1ADVICE DRIVEN COMMERCE
  17. 17. From Selling to HelpingSelling by helping customers understand what they need first.
  18. 18. 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.
  19. 19. Trend #2SOCIAL SELLING
  20. 20. Share and Get RewardedShop.ca puts strong emphasis on sharing and rewards customers for sharing.
  21. 21. 20% conversion Fan Sourced Customer Support Skull Candy leveraged Needle’s chat platform to connect prospects with fans.
  22. 22. Trend #3CHANNELBLENDING
  23. 23. Offline to OnlineWalmart (USA) makes it easy for customers to blend channels – from researching ontheir e-commerce site while in-store, to flipping to buying online while in-store in the case an item is out of stock.
  24. 24. Online to Offline Customers can shop online,specifying which store to shop from.
  25. 25. Pure Plays Getting Physical PresencePick up depots to make it more convenient for customers to receive their packages.
  26. 26. Trend #4 Moving into the MOBILE FIRST era“By 2013, more people will browse the webvia mobile devices.”“The shift from e-commerce to m-commerce will reach something of a tippingpoint by 2015.”
  27. 27. 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.
  28. 28. OUT OF STORE IN-STORE 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.
  29. 29. Trend #5RIGHT PLACEAT THE RIGHT TIME
  30. 30. Alerts customer when a product on their wish list goes on sale.Personalized email based onwhat is left in your shopping cart.
  31. 31. Location-based Geo-fenced targeting to drive travel insurance prospects topresence at major e-commerce.Canadian airports.
  32. 32. How do you remove customerbarriers to convert with you?
  33. 33. How do you remove customer barriers to convert with you?How do you empower your customers?(keeping in mind the importance of peer opinion)What is the role of e-commerce in your customers’ path to purchase?How and through which channel/platform do you support your customersthrough each stage of their purchase journey?
  34. 34. How do you remove customer Start with understanding the barriers to convert to purchase.NEW customer path with you? How do you empower your customers? (keeping in mind the importance of peer opinion) 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?
  35. 35. Thank You! Sponsored by: Presented by: Randy Fougere Rosalina Lin-Allen SVP, Sales & Marketing Director of Strategy Tenzing Delvinia www.tenzing.com www.delvinia.com @TenzingHosting @Delvinia Share your Tweets by using #ecommtrends

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