Canadian Mobile Shopper [Apr 2013]

Rosalina Lin-Allen

Head of Strategy

Delvinia

www.delvinia.com

@Delvinia

Randy Fougere

SVP, Sales & Marketing

Tenzing

www.tenzing.com

@TenzingHosting

The Canadian

Mobile Shopper

Presented by: Sponsored by:

Share your Tweets by using #cdnmobileshopper

Tenzing designs, deploys and fully manages IT infrastructure for organizations running

mission-critical E-commerce, SaaS, and Enterprise Web applications.

We work collaboratively with customers to achieve their goals through our

ITIL-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

Tenzing Overview

Delvinia Overview

DATA to INSIGHT We review all the data and look for key

insights that will create real business

value and innovation.

CUSTOMER-CENTRIC, FACT BASED

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.

How We Work

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.

Our Clients

Voice of the Customer

TOOLS & PLATFORMS

AskingCanadians™ Our proprietary online research community of

200,000+ Canadians from all walks of life

who have opted-in to give us their thoughts

and opinions.

Customer Listening Platforms From social listening to customer satisfaction

surveys, our tools enable you to uncover key

customer insights and turn them into action.

Customer Experience Evaluation Our process uncovers ways to improve and

innovate the customer experience. Usability

testing, expert UX evaluation and customer

journey mapping.

Experience Design Our digital design experts use insights and

creative thinking to inspire, engage and

elevate the customer experience across all

screens and digital platforms.

Digital Strategy Our digital strategy experts help define a

clear vision for todays new empowered and

connected customer.

Customer Insight Our insight team use both qualitative and

quantitative research methods that uncover

deep emotional and behavioural insights.

Customer Experience

STRATEGY & DESIGN

Our Capabilities

The Canadian

Mobile Shopper

• MOBILE LANDSCAPE

• KEY IMPACTS & OPPORTUNITIES

• HOW TO APPROACH MOBILE

Agenda

THE MOBILE LANDSCAPE

52% of Canadians own

21% of Canadians own

(Source: , Dec 2012)

The Mobile First Era

THE SHOPPING COMPANION Transforming consumers into savvier shoppers

20% of Canadians have shopped via mobile

in the past 12 months. (Source: )

• 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

Divergent Use of Smartphones & Tablets

16% used their smartphones and

43% used their tablets to make a purchase

in the past 12 months.

(Source: )

1. NEXT LEVEL OF CONNECTIVITY

2. PORTABILITY

3. RICH CONTEXT

4. COMMERCE

5. CUSTOMER INTELLIGENCE

Key Impacts & Opportunities

NEXT LEVEL OF

CONNECTIVITY

IMPACT #1

PHYSICAL

FAMILY &

FRIENDS

LIKE-MINDED

PEOPLE ONLINE

Mobile the Connector

Online to Offline Customers can specify which store they want to shop from

and find out which location has inventory.

Offline to Online Walmart (USA) makes it easy for customers to move from offline to online – from

researching 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.

Bring the Store to the Customer

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

Fan Sourced Customer Support Skull Candy leveraged Needle’s chat platform

to connect prospects with fans.

20% conversion

PORTABILITY

IMPACT #2

Some parts of the purchase journey

make sense on the go

Ad Dispatch

Paypal

Ad Dispatch

JCPenny enables sales associates to better service customers

and help them check-out using iPod Touch devices.

RICH CONTEXT

IMPACT #3

Location

Proximity

Accelerator

GlucoDock

used the camera function on

their phone to take pictures of

items they may want to buy in

the past month.

Geo-fenced

travel insurance

presence at major

Canadian airports.

Location-based

targeting to drive

prospects to

e-commerce.

used the camera function on

their phone to take pictures of

items they may want to buy in

the past month.

Location

Proximity

Accelerator

Weather

Air Quality

Noise/Ambience

GlucoDock

22% are comfortable sharing their

mobile information with retailers

they trust

(Source: )

CUSTOMER INTELLIGENCE

IMPACT #4

Source: ID&C Source: Concierge of Springboard Retail Networks

Mobile Based Rsearch

MOBILE

COMMERCE

IMPACT #5

NEAR FIELD COMMUNICATIONS (NCF) MOBILE WALLET MOBILE

OPTIMIZED

COMMERCE

SITES/APPS

M-Commerce represented 16% of total sales (averaging to £1 Million per week)

(Source: Domino’s Q1 2012 Interim Management Statement)

CHANGE THE WAY YOU DELIVER PRODUCTS & SERVICES

On Way

to Work

Arrive at

Coffee Shop

Arrive at

Coffee Shop

Get Order

& Go to Work

Order & Pay

Via Mobile

Pay for Order Wait for Coffee

& Keep

Checking Time

Get Order

& Go to Work

What’s

NEXTing

INTERNET OF THINGS INTERNET OF THINGS

WEARABLE TECHNOLOGIES (GOOGLE GLASS) WEARABLE TECHNOLOGIES

FRAGMENTATION OF MOBILE DEVICES

How to Approach

MOBILE

How do you remove customer

barriers to 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?

barriers to convert with you? Start with understanding the

customers’ paths to purchase.

Not all Customer Paths to

Purchase are the Same

Customer path to purchase differs from product to

product and from segment to segment.

barriers to convert with you? Start with understanding the

customers’ paths to purchase.

Rosalina Lin-Allen

Head of Strategy

Delvinia

www.delvinia.com

@Delvinia

Randy Fougere

SVP, Sales & Marketing

Tenzing

www.tenzing.com

@TenzingHosting

Presented by: Sponsored by:

Thank You!

Canadian Mobile Shopper [Apr 2013]

Business

Delvinia: The Canadian Multichannel Shopper

The Canadian Multichannel Shopper

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