This document provides information about Delvinia Interactive, a customer experience design and insights firm. It introduces their president and leadership team. It then summarizes their capabilities including customer experience design, insights and analytics tools, and qualitative and quantitative research services. Later sections provide information on their approach, experience, thought leadership, and insights on mobile trends.
The Social Shopper: A Lens into the future of Retail ExperiencesDelvinia
The Internet and social media have created a landscape where consumers are a more significant force than ever before. And, digitally-savvy shoppers are leading the way. Our study around consumer use of digital technology — conducted through AskingCanadians™ — reveals that digital experiences are not only a key component in the purchase process; but digitally-inclined shoppers are fast becoming the consumers of the future.
Social networks have experienced explosive growth in the last few years. Today, social networking is the number one activity on the Internet, accounting for 23 per cent of user’s time spent online (Nielsen, September 2011). Consumers are using social networking sites and features in all aspects of their lives, including shopping.
This presentation includes:
- How Canadian shoppers are using social networks in the shopping process.
- What expectations Canadian social shoppers have of retailers and brands.
- How innovative retailers and brands are engaging social shoppers.
- How retailers and brands can meet the needs of Canadian mobile shoppers.
The Social Shopper: A Lens into the future of Retail ExperiencesDelvinia
The Internet and social media have created a landscape where consumers are a more significant force than ever before. And, digitally-savvy shoppers are leading the way. Our study around consumer use of digital technology — conducted through AskingCanadians™ — reveals that digital experiences are not only a key component in the purchase process; but digitally-inclined shoppers are fast becoming the consumers of the future.
Social networks have experienced explosive growth in the last few years. Today, social networking is the number one activity on the Internet, accounting for 23 per cent of user’s time spent online (Nielsen, September 2011). Consumers are using social networking sites and features in all aspects of their lives, including shopping.
This presentation includes:
- How Canadian shoppers are using social networks in the shopping process.
- What expectations Canadian social shoppers have of retailers and brands.
- How innovative retailers and brands are engaging social shoppers.
- How retailers and brands can meet the needs of Canadian mobile shoppers.
Conversion conference london nov 2011 - multi channel testing - craig sullivanCraig Sullivan
Cross channel testing tips including how to optimise your call tracking, call centres, contact methods, contact flows. Also how to deflect, manage or remove cost from contact handling.
This set of slides also covers our optimisation process, results and shows some case studies.
If you're a serious marketer, cross channel is going to be vital for you in 2012.
More than ever, as HR organizations strive to enhance both their business alignment and impact, decision support is becoming a key attribute of High Impact HR organizations. While many organizations struggle with how to make this happen, Bersin & Associates will present its research and a common-sense approach to building and maintaining a capability that both informs and drives business decision making. Participants will gain an understanding through a state-of-the-industry view of:
The importance and impact of quality HR measurement on talent and business outcomes.
How analytics helps address critical talent challenges organizations face today.
How to evolve and mature your analytics capability.
How current technologies can be readily leveraged to build an analytics capability that enhances both the prioritization and outcome achievement of your human capital initiatives.
Cleared Job Fair Job Seeker Handbook Nov 15, 2012, Crystal City, VAClearedJobs.Net
Join us Nov 15 (register at http://clearedjobs.net/cleared-jobfairs) at the DoubleTree Crystal City to meet with cleared facilities employers, attend career seminars and have your resume professionally reviewed. The Job Seeker Handbook contains a listing of all employers and the cleared jobs they will be seeking to fill at the Cleared Job Fair. An active or current security clearance is required to attend.
Our Smart iT OutSourcing (SiTOS) is an comprehensive IT services offering that provides companies the flexibility to use us as their extended IT arm, with services ranging from enterprise solutions, infrastructure management, IT applications to website and portal management.
Welcome to an overview of r2 Technologies. We are a N. Texas based company providing Information Technology (IT) services for direct hire, contract, and projects. Learn about us at www.r2now.com
We will examine how to create a cost benefit analysis document that clarifies your customer’s problem, explains your intended solution, and details the work required. We will break down costs of the current state and future state compared to forecasted benefits to show payback of the solution over time. This session will guide you through a simple process to help you understand how to calculate and communicate the business value of your SharePoint solutions.
MIR Interview with Adam Froman, CEO of Delvinia and AskingCanadians™
Is the social media hype about being cool or about making money?
For Adam Froman, the answer is easy: Marketers need to be very clear about how social media activity supports overall business strategy. Only if the digital experience fi ts into the whole customer journey will consumers become engaged and add value to the company … and only then will the social brand become cool.
In this presentation, part of Multiplicity's ongoing speaker series about Launching and Growing: Your First 100 Customers, AskingCanadians Vice President Raj Manocha focuses on how insights can help companies better understand their customers and what’s important to them. The presentation highlights the role insights can play in innovation, cost effective ways for start-ups to collect insights and how research can make you a thought leader.
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Conversion conference london nov 2011 - multi channel testing - craig sullivanCraig Sullivan
Cross channel testing tips including how to optimise your call tracking, call centres, contact methods, contact flows. Also how to deflect, manage or remove cost from contact handling.
This set of slides also covers our optimisation process, results and shows some case studies.
If you're a serious marketer, cross channel is going to be vital for you in 2012.
More than ever, as HR organizations strive to enhance both their business alignment and impact, decision support is becoming a key attribute of High Impact HR organizations. While many organizations struggle with how to make this happen, Bersin & Associates will present its research and a common-sense approach to building and maintaining a capability that both informs and drives business decision making. Participants will gain an understanding through a state-of-the-industry view of:
The importance and impact of quality HR measurement on talent and business outcomes.
How analytics helps address critical talent challenges organizations face today.
How to evolve and mature your analytics capability.
How current technologies can be readily leveraged to build an analytics capability that enhances both the prioritization and outcome achievement of your human capital initiatives.
Cleared Job Fair Job Seeker Handbook Nov 15, 2012, Crystal City, VAClearedJobs.Net
Join us Nov 15 (register at http://clearedjobs.net/cleared-jobfairs) at the DoubleTree Crystal City to meet with cleared facilities employers, attend career seminars and have your resume professionally reviewed. The Job Seeker Handbook contains a listing of all employers and the cleared jobs they will be seeking to fill at the Cleared Job Fair. An active or current security clearance is required to attend.
Our Smart iT OutSourcing (SiTOS) is an comprehensive IT services offering that provides companies the flexibility to use us as their extended IT arm, with services ranging from enterprise solutions, infrastructure management, IT applications to website and portal management.
Welcome to an overview of r2 Technologies. We are a N. Texas based company providing Information Technology (IT) services for direct hire, contract, and projects. Learn about us at www.r2now.com
We will examine how to create a cost benefit analysis document that clarifies your customer’s problem, explains your intended solution, and details the work required. We will break down costs of the current state and future state compared to forecasted benefits to show payback of the solution over time. This session will guide you through a simple process to help you understand how to calculate and communicate the business value of your SharePoint solutions.
Similar to Reality of Mobile in Canada - March 2011 (20)
MIR Interview with Adam Froman, CEO of Delvinia and AskingCanadians™
Is the social media hype about being cool or about making money?
For Adam Froman, the answer is easy: Marketers need to be very clear about how social media activity supports overall business strategy. Only if the digital experience fi ts into the whole customer journey will consumers become engaged and add value to the company … and only then will the social brand become cool.
In this presentation, part of Multiplicity's ongoing speaker series about Launching and Growing: Your First 100 Customers, AskingCanadians Vice President Raj Manocha focuses on how insights can help companies better understand their customers and what’s important to them. The presentation highlights the role insights can play in innovation, cost effective ways for start-ups to collect insights and how research can make you a thought leader.
Getting Mileage Out of Your Dashboard: Confirmit Community Conference 2013Delvinia
Dashboards present an exciting and compelling proposition. But, dashboards alone are not the solution to harnessing Big Data. The trouble is, too many organizations make the mistake of taking a data or technology approach to dashboards.
In August 2012, AskingCanadians and Pelmorex Media, owners of The Weather Network, embarked on an exciting research initiative to see if they could harness multi-platform, multi-source data to create a user-centric dashboard that would provide a single Brand Health Index designed to enable decision makers at The Weather Network to make better business decisions.
In a presentation at the 2013 Confirmit Community Conference in Las Vegas, Adam Froman, CEO of Delvinia & AskingCanadians, and Carol Pilas, Director, Market Research for Pelmorex Media, shared the learnings from this project—built using Confirmit as a key data collection component¬¬—and their journey of harnessing the power of Big Data.
Mapping Manulife's Direct to Consumer Path-to-PurchaseDelvinia
In his presentation at the CMA's 2013 National Convention, Delvinia President Steve Mast shared examples from Delvinia's work with Manulife Financial, Steve will illustrate how the firm used customer journey mapping within its direct to consumer business to identify opportunities to innovate and improve the customer experience.
Getting Mileage Out of Your Dashboard - Net Gain 7.0Delvinia
AskingCanadians CEO Adam Froman shared his perspective on the real opportunity for harnessing the power of Big Data in this presentation at the MRIA's Net Gain 7.0 Conference on January 31st. The firm has just spent the past six months conducting R&D on a user-centric dashboard project for one of its clients and in his session, Adam shared this experience and outlined the importance of understanding the kind of information decision makers need; understanding how data should be correlated to quickly derive insights, and the need to present the data in a manner that is relevant to decision makers.
Digital Metrics - Presentation to Schulich School of BusinessDelvinia
Digital Metrics lecture slides providing an overview of digital measure landscape and best practices. The lecture was for MBA Marketing Students at the Schulich School of Business by Rosalina Lin Allen
Strategies for Increasing Online Survey ParticipationDelvinia
Earlier this year, Delvinia partnered with Dr. Mary Foster, Professor of Marketing at Ryerson University's Ted Rogers School of Management, to understand the underlying motivation for consumers to participate in market research in the digital age. Dr. Foster recently presented the findings of the research study at the 2012 Summer Marketing Educators’ Conference, hosted by the American Marketing Association in Orlando.
The Future of Respondent Engagement: Motivating Respondents to Participate in...Delvinia
While digital technologies have fundamentally changed the way companies can capture the voice of the customer, the challenge is to understand the underlying motivation for consumers to participate in market research in the digital age. Given this changing environment, Delvinia wanted to understand how to motivate Canadians to share their opinions. We partnered with Ryerson University and secured funding from the Canadian Federal Economic Development Agency to undertake a study using AskingCanadians, our proprietary online research community, to fundamentally understand the motivational drivers to engage consumers to participate in research. Delvinia CEO Adam Froman worked with Dr. Mary Foster, Professor of Marketing at the Ted Rogers School of Management, to look at why people participate in market research from the participant’s perspective. In this presentation, Adam shares the findings of this groundbreaking research and examples of how this knowledge can be applied to increase participation rates.
Raj Manocha, Vice President of AskingCanadians, delivered the following presentation at the Mobile Research Roadshow, held in Toronto on June 21 and presented by Confirmit in partnership with Delvinia and AskingCanadians.
Best Practices in Building a Successful VoC ProgramDelvinia
Karine Del Moro, Senior Director, Confirmit delivered the following presentation at the organization's Voice of the Customer Roadshow, held in Toronto on June 21 and presented in partnership with Delvinia and AskingCanadians.
Voices of Business: Our Journey and Lessons LearnedDelvinia
Rick Bedard, Director of Training Operations at FlightSafety International, delivered the following presentation at the Voice of the Customer Roadshow, held in Toronto on June 21 and presented by Confirmit in partnership with Delvinia and AskingCanadians.
Steve Mast, President, Delvinia, delivered the following presentation at the the company's Voice of the Customer Roadshow, held in Toronto on June 21 and presented in partnership with Confirmit and AskingCanadians.
Presented at the 2012 CMA Social Media Conference by Delvinia's Amy Sullivan, Vice President of Insight, and Randy Matheson, Director of Emerging Media + Trends.
This 'State of the Social Media Nation' covers social media usage in Canada. Drawing on freshly minted data from the AskingCanadians research community, the presentation shares the latest stats on consumer engagement with social platforms.
Learn what Canadians are doing, why, and how often, and gain valuable insights into how social media is changing Canadians’ purchasing behaviour and their relationships with brands.
Delvinia CEO Adam Froman was among the speakers at the Canadian Marketing Association's CMA Summit 2012, held at the Westin Harbour Castle Hotel on May 16 and 17.
Adam shared how Delvinia is marrying real time feedback from customers with deep profiling data on their digital behaviours to help organizations capture and act on the Voice of the Customer to create better customer experiences.
ESOMAR Best of Canada -- Shifting Customer Behaviour OnlineDelvinia
Delvinia CEO Adam Froman was among the speakers at ESOMAR's Best Of - Canada 2012 breakfast at the Hilton Toronto Hotel on May 9th. His presentation, Shifting Customer Behaviour Online, focused on our work with the Canadian Opera Company.
Through the use of data and analytics, the COC adopted a customer-centric approach towards the creation of a digital experience designed to showcase the richness of the opera, to connect with its client base and to drive online sales and donations.
For more information about Delvinia's work with the COC, please visit www.delvinia.com/work.
Consumers no longer just shop at the retail store. With an abundance of product information and ability to gain opinions of other consumers, consumers use the Internet as a critical part of their shopping process. This trend has accelerated after the recession where consumers take more time to scrutinize their purchases. Consumers that use more than one retail channel are coined the multi-channel shopper. They are more profitable and loyal.
1. facebook.com/delviniainteractive
facebook com/delviniainteractive
Good afternoon! twitter.com/delvinia
linkedin.com/company/delvinia-interactive
Insights for your business.
370 King Street West, 5th Floor, Box 4
Toronto, Ontario
M5V 1J9
2. Your hosts today!
Director, Emerging Media
eson
ght
Randy Mathe
Amy Sullivan
n
VP, Customer Insig
g
Steve Mast
President
R
A
S
D
V
Insights for your business.
370 King Street West, 5th Floor, Box 4
Toronto, Ontario
M5V 1J9
3. Creating experiences that Give us your opinions, we’ll
enrich people’s lives. give you rewards!
370 King Street West, 5th Floor, Box 4
Toronto, Ontario
M5V 1J9
4. ABOUT DELVINIA
Our Capabilities
Customer Experience Design
insights & analytics
Tools Services
Delvinia Digital MOSAIC Qualitative Research
Delvinia Digital Canadians Quantitative Research
SAS Capabilities Online Panel Management
Web Analytics
Social Media Monitoring
370 King Street West, 5th Floor, Box 4
Toronto, Ontario
M5V 1J9
5. ABOUT DELVINIA
Our Capabilities
Digital Strategy Customer Experience Design
Insights & analytics
Tools Services
Customer Delvinia Digital MOSAIC Qualitative Research
Insight Delvinia Digital Canadians Quantitative Research
SAS Capabilities Online Panel Management
Web Analytics
Social Media Monitoring
Digital Business
Landscape Context
370 King Street West, 5th Floor, Box 4
Toronto, Ontario
M5V 1J9
6. ABOUT DELVINIA
Our Capabilities
Digital Strategy Customer Experience Design
PROTOTYPE VALIDATION OPTIMIZATION
Customer
Insight
DISCOVERY DESIGN DEVELOPMENT DEPLOY
Digital Business
Landscape Context
PROTOTYPE VALIDATION OPTIMIZATION
370 King Street West, 5th Floor, Box 4
Toronto, Ontario
M5V 1J9
7. ABOUT DELVINIA
Our Capabilities
A
Digital Strategy & Customer Experience Design
Firm.
370 King Street West, 5th Floor, Box 4
Toronto, Ontario
M5V 1J9
8. ABOUT DELVINIA
Our Experience
370 King Street West, 5th Floor, Box 4
Toronto, Ontario
M5V 1J9
9. ABOUT DELVINIA
Thought Leadership
Insights for your business.
PLAY LEARN GROW
Experiment, prototype and play with Studying digital behaviour and Sharing with our clients & partners
new digital technologies. reporting the results. our learning's.
• Touch Screens • Publishing reports & • Seminars
• Mobile whitepapers • Webinars
• Social Media • Weekly Polls •SSessions
i
370 King Street West, 5th Floor, Box 4
Toronto, Ontario
M5V 1J9
10. Insights for your business.
370 King Street West, 5th Floor, Box 4
Toronto, Ontario
M5V 1J9
11. How are Canadians using mobile?
g
What are the BIG mobile trends?
Any tips on managing mobile?
370 King Street West, 5th Floor, Box 4
Toronto, Ontario
M5V 1J9
12. Motorola's DynaTAC 8000x was
the first commercial cell phone
and cost $3,995 in 1973.
370 King Street West, 5th Floor, Box 4
Toronto, Ontario
M5V 1J9
13. “More users will connect to the Internet via
mobile devices than PC’s within 5 years.”
PC s years
Source: Morgan Stanley, 2009
370 King Street West, 5th Floor, Box 4
Toronto, Ontario
M5V 1J9
14. 1 in 2 Canadians find technology helps them
increase flexibility between work and home
home.
Source: Asking Canadians, 2011
370 King Street West, 5th Floor, Box 4
Toronto, Ontario
M5V 1J9
15. 1 in 2 Canadians are willing to pay more for
technologies that save them time.
Source: Asking Canadians, 2011
370 King Street West, 5th Floor, Box 4
Toronto, Ontario
M5V 1J9
16. 1 in 5 lament that technology can
interfere with their personal lives.
Source: Asking Canadians, 2011
370 King Street West, 5th Floor, Box 4
Toronto, Ontario
M5V 1J9
17. MANAGING THE HYPE
Mobile Trends
Ownership of on-demand
technologies is growing.
+16% +59%
- 6%
370 King Street West, 5th Floor, Box 4
Toronto, Ontario
M5V 1J9
18. MANAGING THE HYPE
Mobile Trends
More mobile entrants.
6% ownership 5% ownership
13% intend to 17% intend to
p
purchase p
purchase
23% ownership
3% intend to
purchase
370 King Street West, 5th Floor, Box 4
Toronto, Ontario
M5V 1J9
19. MANAGING THE HYPE
Mobile Trends
CTION
CLINE
OWTH
URITY
MATU
INTRODUC
DEC
GRO
ost”)
Unprecedented
U d t d
% loyal (“wou miss mo
levels of loyalty
for new mobile
uld
entrants.
% own technology
370 King Street West, 5th Floor, Box 4
Toronto, Ontario
M5V 1J9
20. MANAGING THE HYPE
% Perform Activities on Mobile Phone Mobile Trends
Phone calls 99%
Text messaging 71%
Camera use 69%
Clock / Alarm 62%
Calendar / Agenda / Organizer / Calculator 57%
Email 41%
Web browsing / Search 40%
Picture / Video messaging 34%
Instant Messaging / Blackberry Messenger 31%
Playing games 31%
GPS / mapping services
i i 26%
MP3’s / music / videos 26%
Facebook mobile 23%
Downloading (ringtones, games, etc) 19%
Subscriptions/Alerts 18%
Contests, Promotions 16%
Voting, Polling, Taking surveys 13%
Purchasing products 13%
Twitter mobile 9%
LinkedIn mobile 8%
2009 2010 growth
370 King Street West, 5th Floor, Box 4
Toronto, Ontario
M5V 1J9
21. 87%
Ability to use multiple
applications at the same
time is important
370 King Street West, 5th Floor, Box 4
Toronto, Ontario
M5V 1J9
22. MANAGING THE HYPE
MOBILE MARKETING RECEPTIVITY Mobile Trends
12% Relevant marketing
messages
9% Marketing messages
based on demos
25% Would text a keyword to a company to receive
a coupon in exchange
30%
370 King Street West, 5th Floor, Box 4
Toronto, Ontario
Open to receiving product or service
coupons based on their demos
M5V 1J9
23. MANAGING THE HYPE
Mobile Trends
2D Codes Everywhere Check-in for Rewards Mobile Shopping
2D codes will provide the first Customers receive points and The Digital Wallet is real, its on
opportunity for the customer to rewards for sharing locations as your mobile device and its
connect the real world via mobile to well as the personal choices we adoption will arrive faster than I
online content. make as we shop. think anyone realizes.
370 King Street West, 5th Floor, Box 4
Toronto, Ontario
M5V 1J9
24. Over 1 and 5 Canadians said they would be
interested in using QR codes.
Source: AskingCanadians, 2010
370 King Street West, 5th Floor, Box 4
Toronto, Ontario
M5V 1J9
25. MANAGING THE HYPE
QR Codes
4% Yes/Maybe
“Is this one of those
psychology tests? I see
a lizard staring at me!”
35% Yes/Maybe
370 King Street West, 5th Floor, Box 4
Toronto, Ontario
M5V 1J9
26. 12% of Canadians have heard
of Foursquare.
Source: AskingCanadians, 2010
370 King Street West, 5th Floor, Box 4
Toronto, Ontario
M5V 1J9
27. MANAGING THE HYPE
Mobile Rewards
Microsoft | No Friend Left Behind
370 King Street West, 5th Floor, Box 4
Toronto, Ontario
M5V 1J9
28. Over half of Canadian online shoppers
own a smartphone.
Source: AskingCanadians, 2010
370 King Street West, 5th Floor, Box 4
Toronto, Ontario
M5V 1J9
29. MANAGING THE HYPE
Mobile Shopping
Manulife | Mobile Travel Ads
Over 1 and 4 Canadians ‘like’
the idea of receiving product
advertisements via their
mobile. Source: Asking Canadians,, 2010
g
Location-based capabilities
Click-to-call
Just in time sales
370 King Street West, 5th Floor, Box 4
Toronto, Ontario
M5V 1J9
30. “It’s time for organizations to understand how to fully leverage
the mobile channel and optimize a user-centered approach to
drive adoption, as well as reinforce and drive brand loyalty.”
370 King Street West, 5th Floor, Box 4
Toronto, Ontario
M5V 1J9
31. MANAGING THE HYPE
Managing Mobile
Who is
Wh i
YOUR
customer?
370 King Street West, 5th Floor, Box 4
Toronto, Ontario
M5V 1J9
32. MANAGING THE HYPE
Managing Mobile
Keep the total customer experience top of mind
p p p
Understand your customers mobile & digital behaviour
Personal nature of mobile devices
Consider the environment & context
Provide value & reward your customers
Value = Deeper engagement
Think ‘Marketing’ as a ‘Service’
Education, Promotion & Distribution
Don’t assume the customer understands
Treat your mobile programs like a product
Use all your marketing vehicles
370 King Street West, 5th Floor, Box 4
Toronto, Ontario
M5V 1J9
33. MANAGING THE HYPE
Managing Mobile
Keep the total customer experience top of mind
p p p
Understand your customers mobile & digital behaviour
Personal nature of mobile devices
Consider the environment & context
Provide value & reward your customers
Value = Deeper engagement
Think ‘Marketing’ as a ‘Service’
Education,
Education Promotion & Distribution
Don’t assume the customer understands
Treat your mobile programs like a product
Use all your marketing vehicles
370 King Street West, 5th Floor, Box 4
Toronto, Ontario
M5V 1J9
34. MANAGING THE HYPE
Managing Mobile
Keep the total customer experience top of mind
p p p
Understand your customers mobile & digital behaviour
Personal nature of mobile devices
Consider the environment & context
Provide value & reward your customers
Value = Deeper engagement
Think ‘Marketing’ as a ‘Service’
Education,
Education Promotion & Distribution
Don’t assume the customer understands
Treat your mobile programs like a product
Use all your marketing vehicles
370 King Street West, 5th Floor, Box 4
Toronto, Ontario
M5V 1J9
35. MANAGING THE HYPE
Managing Mobile
Keep the total customer experience top of mind
Provide value & reward your customers
Education, Promotion & Distribution
370 King Street West, 5th Floor, Box 4
Toronto, Ontario
M5V 1J9
36. ~ Thank-you ~
WEB MOBILE
www.delvinia.com/digreport dig.delvinia.com
• Download a free copy • Request a copy
• Get additional information • Read about key findings
• Read expert POV
Download a free copy of the report.
Give
Gi us a call @ 416 364 1455 or
ll 416.364.1455
email Steve @ smast@delvinia.com
370 King Street West, 5th Floor, Box 4
Toronto, Ontario
M5V 1J9
37. facebook.com/delviniainteractive
facebook com/delviniainteractive
Good afternoon! twitter.com/delvinia
linkedin.com/company/delvinia-interactive
Insights for your business.
370 King Street West, 5th Floor, Box 4
Toronto, Ontario
M5V 1J9