These webinar slides provide an overview of the behaviours and attitudes of multi-channel, omni-channel shoppers in Canada and the approach to take to meet their needs.
Study of online vs offline consumer behavior finalSCMHRD
Objective : To understand the difference in the consumer behavior for the Online vs Offline shopping for Apparel Category
Data Analysis: An online survey of 15 question was rolled out and 71 responses collected
Minimum 40% of the total sample collected were female.
The factors that forms the major reason for Online shopping were analyzed.
Smart phones and tablets have experienced significant growth in the last few years. Today, 1/3 of Canadians own smart phones, of which 40% have used their smart phones somewhere in the shopping process (source: AskingCanadiansTM, December 2010). In fact, several credible sources project 2013 to be the tipping point where research and purchase activity on mobile devices will exceed that of desktops and laptops. Consumers shopping behaviour and expectations are shifting.
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.
Managing the Hype: The Reality of Mobile in CanadaDelvinia
Mobile is the future however, we are in the early stages and marketers and businesses need to manage our expectations in order to make the most of this emerging technology. We’ve compared the behaviours of 4 consumer groups in the Canadian marketplace: Millennials aged 18-30, Gen X aged 31-44, Boomers aged 45-65, and Canadians 65+.
The Neuromarketing Toolkit - Chinwag Psych - 4 Feb 2014Craig Sullivan
A practical toolkit for getting inside customers heads, in order to design and create persuasive psychological approaches to copy, pages, buttons, designs and your entire service. Craig shows you here how to mine what you already have - to design a better bank balance and continuously improving future for your company, staff and your customers.
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.
Study of online vs offline consumer behavior finalSCMHRD
Objective : To understand the difference in the consumer behavior for the Online vs Offline shopping for Apparel Category
Data Analysis: An online survey of 15 question was rolled out and 71 responses collected
Minimum 40% of the total sample collected were female.
The factors that forms the major reason for Online shopping were analyzed.
Smart phones and tablets have experienced significant growth in the last few years. Today, 1/3 of Canadians own smart phones, of which 40% have used their smart phones somewhere in the shopping process (source: AskingCanadiansTM, December 2010). In fact, several credible sources project 2013 to be the tipping point where research and purchase activity on mobile devices will exceed that of desktops and laptops. Consumers shopping behaviour and expectations are shifting.
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.
Managing the Hype: The Reality of Mobile in CanadaDelvinia
Mobile is the future however, we are in the early stages and marketers and businesses need to manage our expectations in order to make the most of this emerging technology. We’ve compared the behaviours of 4 consumer groups in the Canadian marketplace: Millennials aged 18-30, Gen X aged 31-44, Boomers aged 45-65, and Canadians 65+.
The Neuromarketing Toolkit - Chinwag Psych - 4 Feb 2014Craig Sullivan
A practical toolkit for getting inside customers heads, in order to design and create persuasive psychological approaches to copy, pages, buttons, designs and your entire service. Craig shows you here how to mine what you already have - to design a better bank balance and continuously improving future for your company, staff and your customers.
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.
TradeTech in San Francisco has a lot to offer Buy Side AND Sell Side organizations. If liquidity trading, trading compliance, execution management systems and other challenges in trading technology are issues you deal with, you MUST attend TradeTech.
Understanding the Bid and RFP Process to Win ContractsDebbie Ouellet
Ever wondered what's involved in responding to RFPs (Requests for Proposals), RFQs (Requests for Quotes) and RFIs (Requests for Information) to bid on and win contracts? This helpful guides help you understand the bid process and where to go to look for bids in Canada.
Find out more at www.echelonone.ca.
Customer Experience Management: The Key to Continued Business Growth and Succ...VIPdesk
Presented by: Joel Warady, Principal Joel Warady Group
Hosted by: VIPdesk
-The importance of a customer‐centric organization
-The influence of the customer experience on consumer wallet and market share
-How to create greater loyalty within your customer base
-Knowing all of your customer touch points, and their effect on customer value
-The role of influencers, advocates, and connectors in Web 2.0 world
-The difference between customer experience and customer relationship marketing, and the pitfalls of both
-The 10 Commandments of Creating Customers for Life
Wattpad AndroidTO 2011 - Android and MonetizationWattpad
Topic: Android & Monetization
It is no secret that making money on Android is hard but is it mission impossible? With no truly efficient way to pay for your Android Apps, are we all doomed? Allen Lau from Wattpad will discuss the best ways to monetize on Android.
How Social Media is Transforming Customer Service and the Customer ExperienceParature, from Microsoft
With the downturn in the economy, should companies be spending on Customer Service? Unequivocally, yes. It's the number one initiative that directly affects a company's most valuable asset: customers.
What should companies invest in? Customer Service Social Media - It reduces operational costs and improves first call resolution, customer loyalty as well as provides a host of other benefits to marketing, sales, product development, and other critical departments. Companies that want to transform their relationships with customers need to move Social Media to the top of their priority list. It should be the number one customer service initiative in 2009. This talk will provide the basis for developing an ROI for social media and the customer service center.
This presentation is from Affiliate Summit West 2018 (January 7 - January 9, 2018 in Las Vegas).
Session description: Discuss China as an ecommerce opportunity. Will go over the various affiliate opportunities to access the market and ways to build demand, avoid pitfalls and scale business.
The Importance of a Powerful Sales Strategy for a StartupSteven Tulman
Learn about the importance of developing and executing a powerful sales strategy so that your startup is positioned for growth and success. This presentation will share some insights into how to start developing your sales process, what to consider, what pitfalls to watch out for, and how to extract the right value prop from your product and service so that it resonates with your target audiences. Everything from making the first sale, to hiring multiple Sales Managers and building out a fully functional Sales Department.
Efactor - Startup Marketing What You Need to Do Before You BeginEFactor Global
Efactor is a Smart Network that matches entrepreneurs with the very people who can help them grow. Here's some startup marketing idea you need to focus on.
http://www.efactor.com
Presentation - IV - INTEGRATION – COMBINING TRADITIONAL TA, MP AND ORDERFLOW ...Aniruddha Deshpande
Understand the importance of integration. See what different tools (TTA, MP, OFA) contribute to trading. Look at some examples of combining them to get a better grip on the markets. Get introduced to Micro Profiles as a great tool to use for Intraday Trading.
Customer Service Basic training for Public agencies. Diversity and culture competence play a huge role in customer satisfaction.
http://www.saharconsulting.com
Patent Market 2015 – Buyers, Sellers & What Are They PayingErik Oliver
What is the current trend of the brokered patent market, and how can you as a buyer or seller exploit the current patent climate? We look into market pricing, litigation risks, NPE activity and more to help you decide your best patent options for 2015.
Beyond digital to grow your building products brandLeigh Simpson
Covering why technology and the internet have changed buyer behaviour, what the strategic risks and opportunities and what you need to do as a business to thrive during this period of digital shift
More Related Content
Similar to The Canadian Multichannel Shopper (Sept 2011)
TradeTech in San Francisco has a lot to offer Buy Side AND Sell Side organizations. If liquidity trading, trading compliance, execution management systems and other challenges in trading technology are issues you deal with, you MUST attend TradeTech.
Understanding the Bid and RFP Process to Win ContractsDebbie Ouellet
Ever wondered what's involved in responding to RFPs (Requests for Proposals), RFQs (Requests for Quotes) and RFIs (Requests for Information) to bid on and win contracts? This helpful guides help you understand the bid process and where to go to look for bids in Canada.
Find out more at www.echelonone.ca.
Customer Experience Management: The Key to Continued Business Growth and Succ...VIPdesk
Presented by: Joel Warady, Principal Joel Warady Group
Hosted by: VIPdesk
-The importance of a customer‐centric organization
-The influence of the customer experience on consumer wallet and market share
-How to create greater loyalty within your customer base
-Knowing all of your customer touch points, and their effect on customer value
-The role of influencers, advocates, and connectors in Web 2.0 world
-The difference between customer experience and customer relationship marketing, and the pitfalls of both
-The 10 Commandments of Creating Customers for Life
Wattpad AndroidTO 2011 - Android and MonetizationWattpad
Topic: Android & Monetization
It is no secret that making money on Android is hard but is it mission impossible? With no truly efficient way to pay for your Android Apps, are we all doomed? Allen Lau from Wattpad will discuss the best ways to monetize on Android.
How Social Media is Transforming Customer Service and the Customer ExperienceParature, from Microsoft
With the downturn in the economy, should companies be spending on Customer Service? Unequivocally, yes. It's the number one initiative that directly affects a company's most valuable asset: customers.
What should companies invest in? Customer Service Social Media - It reduces operational costs and improves first call resolution, customer loyalty as well as provides a host of other benefits to marketing, sales, product development, and other critical departments. Companies that want to transform their relationships with customers need to move Social Media to the top of their priority list. It should be the number one customer service initiative in 2009. This talk will provide the basis for developing an ROI for social media and the customer service center.
This presentation is from Affiliate Summit West 2018 (January 7 - January 9, 2018 in Las Vegas).
Session description: Discuss China as an ecommerce opportunity. Will go over the various affiliate opportunities to access the market and ways to build demand, avoid pitfalls and scale business.
The Importance of a Powerful Sales Strategy for a StartupSteven Tulman
Learn about the importance of developing and executing a powerful sales strategy so that your startup is positioned for growth and success. This presentation will share some insights into how to start developing your sales process, what to consider, what pitfalls to watch out for, and how to extract the right value prop from your product and service so that it resonates with your target audiences. Everything from making the first sale, to hiring multiple Sales Managers and building out a fully functional Sales Department.
Efactor - Startup Marketing What You Need to Do Before You BeginEFactor Global
Efactor is a Smart Network that matches entrepreneurs with the very people who can help them grow. Here's some startup marketing idea you need to focus on.
http://www.efactor.com
Presentation - IV - INTEGRATION – COMBINING TRADITIONAL TA, MP AND ORDERFLOW ...Aniruddha Deshpande
Understand the importance of integration. See what different tools (TTA, MP, OFA) contribute to trading. Look at some examples of combining them to get a better grip on the markets. Get introduced to Micro Profiles as a great tool to use for Intraday Trading.
Customer Service Basic training for Public agencies. Diversity and culture competence play a huge role in customer satisfaction.
http://www.saharconsulting.com
Patent Market 2015 – Buyers, Sellers & What Are They PayingErik Oliver
What is the current trend of the brokered patent market, and how can you as a buyer or seller exploit the current patent climate? We look into market pricing, litigation risks, NPE activity and more to help you decide your best patent options for 2015.
Beyond digital to grow your building products brandLeigh Simpson
Covering why technology and the internet have changed buyer behaviour, what the strategic risks and opportunities and what you need to do as a business to thrive during this period of digital shift
Similar to The Canadian Multichannel Shopper (Sept 2011) (20)
Beyond digital to grow your building products brand
The Canadian Multichannel Shopper (Sept 2011)
1. The Canadian
Multichannel
Shopper
Presented by: Sponsored by:
370 King Street West, 5th Floor, Box 4
Toronto, Ontario
M5V 1J9
2. Your speaker today!
Director, Client Strategy
Rosalina Lin-Allen
Allen
370 King Street West, 5th Floor, Box 4
Toronto, Ontario
M5V 1J9
3. Business
Digital Strategy & Customer
Experience Design Firm. End Consumers Delvinia
370 King Street West, 5th Floor, Box 4
Toronto, Ontario
M5V 1J9
4. 370 King Street West, 5th Floor, Box 4
Toronto, Ontario
M5V 1J9
5. search trusted retailer sites
Visit store
Product ratings & reviews
What it takes to install a shed
Talk to friends & family
Buy Online
ONLINE OFFLINE
370 King Street West, 5th Floor, Box 4
Toronto, Ontario
M5V 1J9
6. What is a Multi-Channel Shopper?
Definition
• Shop across different channels “ Retail customers who shop
across multiple channels tend
to spend 2-4 times more
Characteristics
• More sophisticated & educated consumers
than single channel shoppers. ”
Peppers & Rogers Group
• Wants CHOICE
• More demanding
• More loyal & more profitable “ Multi-channel shoppers
spend 50% more
Expectations than a single channel shopper
• Channel agnostic – see the retailer as a unit and expect – and are typically the highest
the experience across channels to be consistent and
integrated
value customers.
”
McKinsey Marketing Solutions
370 King Street West, 5th Floor, Box 4
Toronto, Ontario
M5V 1J9
7. Heighten Importance for Multichannel Integration
• More skeptical about corporations and “ Multichannel integration is no.
2 on the Top 100 Retail
their messaging Movers & Shakers list
• More scrutiny and active researching on compared to no. 54 in 2009. ”
2011 Top 100, RetailCustomerExperience.com
their purchases
• More aggregator sites available (e.g. Red
Flag Deals) “ Multi-channel integration will
be a strategic priority over the
• More reliance on peers next 5 years.
• Addition of channels that supports impulse Walmart Executives ”
shopping (e.g. mobile, tablets)
370 King Street West, 5th Floor, Box 4
Toronto, Ontario
M5V 1J9
8. How Do Multi-Channel Shoppers Behave?
Digital dominates pre-purchase research
Brick-and-mortar dominates purchase
• 60% of Canadian shoppers say their choice of retailer is influenced by their ability to conduct pre-
purchase research online
• At least half of all shoppers report the Internet as their preferred pre-purchase research channel
370 King Street West, 5th Floor, Box 4
Toronto, Ontario
M5V 1J9
9. What do multi-channel shoppers care about?
VALUE is top of mind
• 85% of consumers research price online
370 King Street West, 5th Floor, Box 4
Toronto, Ontario
M5V 1J9
10. What do multi-channel shoppers care about?
VALIDATE their decision
• 65% Canadians look for customer ratings & reviews
• 48% look for expert opinions & recommendations
370 King Street West, 5th Floor, Box 4
Toronto, Ontario
M5V 1J9
11. What do multi-channel shoppers care about?
LOCATE product
• 50% look for product availability
• One of the most dissatisfying channel
to complete this transactional task
370 King Street West, 5th Floor, Box 4
Toronto, Ontario
M5V 1J9
12. What features do they use?
When you shop on a retail website, how important is each of the following features?
370 King Street West, 5th Floor, Box 4 Source: AskingCanadians Dec 2010, n=500
Toronto, Ontario
M5V 1J9
13. What is the approach to meet
the needs of multi-channel shoppers?
370 King Street West, 5th Floor, Box 4
Toronto, Ontario
M5V 1J9
14. Approach
• Accessibility to store
• Comfort with technology
P eople •
•
Time available
Value social experience
• Decision Cycle
Objectives • What is the nature of your product/channel?
• What are you trying to accomplish?
S trategy Define how to get your target audience to do
what the business wants them to do.
T actics Tactics & technology to realize the strategy
370 King Street West, 5th Floor, Box 4
Toronto, Ontario
M5V 1J9
15. People & Objectives
Most useful channel for pre-purchase information gathering on a specific product by category:
Persona Development
Source: AskingCanadians Dec 2010, n=500
370 King Street West, 5th Floor, Box 4
Toronto, Ontario
M5V 1J9
16. Strategy
Support &
Research Purchase Community
370 King Street West, 5th Floor, Box 4
Toronto, Ontario
M5V 1J9
18. Low Complexity & Low Perceived Risk
Pick up at store
Numerous retailers reported
success in up-selling when customer
come into the store.
Robust search engine
through faceted search
370 King Street West, 5th Floor, Box 4
Toronto, Ontario
M5V 1J9
19. Low Complexity & High Perceived Risk
Decision
Making Tool
Facility for
multiple
visits
370 King Street West, 5th Floor, Box 4
Toronto, Ontario
M5V 1J9
20. High Complexity & Low Perceived Risk
Cel phone/plan are complex
in the sense that you have to
determine several things:
• Telecom you prefer/trust
Compare options, line item by line item
• Usage needs
• Minutes, time of call
• Internet needs
• Phone features
370 King Street West, 5th Floor, Box 4
Toronto, Ontario
M5V 1J9
21. High Complexity & High Perceived Risk
Push prospects to speak to Ivey
and to their experiential events
Decision making tools
Story telling through interactive
elements and videos
370 King Street West, 5th Floor, Box 4
Toronto, Ontario
M5V 1J9
22. In sum …
P eople Start by understanding your customers &
clearly defining your business objectives
Objectives • Offer consistency across your channels
• Many Canadian retailers are not meeting the expectations
S trategy of multichannel shoppers. There’s an opportunity to stand
out by doing it right.
• Mobile (impulse) channels to take into consideration
T actics including smart phone, touch pad
370 King Street West, 5th Floor, Box 4
Toronto, Ontario
M5V 1J9
23. In sum …
People + Objectives
Tactics Strategy
370 King Street West, 5th Floor, Box 4
Toronto, Ontario
M5V 1J9
24. Up Next
40% 65%
of Canadian smartphone owners of Canadians look for consumer
have used their phone in the reviews and recommendations
process of shopping. when researching products online.
Join us for the Join us for the
Mobile Shopper Webinar Social Shopper Webinar
2PM, Wednesday, October 26, 2011 2PM, Wednesday, November 30, 2011
370 King Street West, 5th Floor, Box 4
Toronto, Ontario
M5V 1J9
25. The Canadian
Multichannel
Shopper
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
370 King Street West, 5th Floor, Box 4
Toronto, Ontario
www.delvinia.com
M5V 1J9