Transcript
Page 1: Delvinia - The Social Shopper

The Canadian

Social Shopper

370 King Street West, 5th Floor, Box 4

Toronto, Ontario

M5V 1J9

Rosalina Lin-Allen

Director, Client Strategy

Delvinia

www.delvinia.com

Steve Bielawski

eCommerce Practice Director

Tenzing

www.tenzing.com

Presented by: Sponsored by:

Page 2: Delvinia - The Social Shopper

Webinar Agenda

• Introduction – Steve Bielawski, Tenzing

• The Canadian Social Shopper - Rosalina Lin-Allen, Delvinia

• Q & A

370 King Street West, 5th Floor, Box 4

Toronto, Ontario

M5V 1J9

If you have questions during the webinar, please input them in the Q&A panel on the

right side of your screen and we will address them at the end of the presentation.

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About Tenzing

Company Highlights

• Founded in 1998, privately owned

• Datacenters: Toronto, Kelowna &

Vancouver, plus 3 separate Operation

Centers for 24x7x365 support

• 450 customers (15% in US and abroad)

• Consistent double digit growth: last 5 years

Tenzing

Data Centers

Production

EnvironmentsDisaster Recovery

Environments

370 King Street West, 5th Floor, Box 4

Toronto, Ontario

M5V 1J9

• Consistent double digit growth: last 5 years

• Profit 200 Ranking – 6 years in a row

• 80 employees (75% dedicated to service delivery)

EMEAAPAC

Business Focus: Managed IT Services

• Ecommerce Platform Solutions (mid/enterprise)

• SaaS solutions

• Web Collaboration Solutions

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Ecommerce IT Infrastructure –

Example

Typical Mid Market

Ecommerce IT Infrastructure

Ecommerce Phases

Provision

Design

Deploy

Example >>>

370 King Street West, 5th Floor, Box 4

Toronto, Ontario

M5V 1J9

Deploy

Test

Production

Fees

One Time Set Up Fee

36 Monthly Payment Plan

Your Online Store

Is Open: 24 x 7 x 365

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Ecommerce Managed ServicesWe Focus On This So You can Focus On This

370 King Street West, 5th Floor, Box 4

Toronto, Ontario

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Sample Tenzing Clients

Ecommerce Enterprise WebSoftware-as-a-Service

370 King Street West, 5th Floor, Box 4

Toronto, Ontario

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We are a

Digital Strategy & Customer Experience Design firm.

Help companies connect with their customers

by turning data into actionable experiences

that drive business results.

370 King Street West, 5th Floor, Box 4

Toronto, Ontario

M5V 1J9

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Delvinia’s Digital Strategy group is expert in helping organizations to

Delvinia’s team of experienced designers will leverage the digital

The Delvinia Insights group offers expertise in a comprehensive

Strategy DesignInsightInsight

Our Capabilities.

370 King Street West, 5th Floor, Box 4

Toronto, Ontario

M5V 1J9

expert in helping organizations to identify key trends and competitive threats in the digital landscape, evaluate their current digital presence, and establish a strategic plan and roadmap to ensure their success.

designers will leverage the digital strategy and employ various user centered design methodologies and tools to create the most engaging customer experience while achieving your business objectives.

expertise in a comprehensive repertoire of qualitative and quantitative research methodologies critical to understanding the digital universe today.

▼ ASKINGCANADIANS | VOICE OF THE CUSTOMER SOLUTIONS

Full service online survey programming & hosting

Online Panel Development and Hosting

Custom Recruitment

AskingMedia Data Capture Tools

Digital Mosaic Segmentation

Social PRIZMC2

Online Research Community

160,000 Members

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Canadian Social Shopper Behaviours

Social Shopping Trends

Agenda

370 King Street West, 5th Floor, Box 4

Toronto, Ontario

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Approach to Social Shopping

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23%23%

Why Brands Should Care About Social Media

(source: AC Nielson, Sept 2011)

average time Canadians spent on Facebook per month

Internet traffic goes to social media sites

21h21h

370 King Street West, 5th Floor, Box 4

Toronto, Ontario

M5V 1J9

Facebook traffic surpassed that of Google’s in the U.S. Feb’10 Feb’10

average time Canadians spent on Facebook per month

(source: Facebook, June 2011)

21h21h

(source: Socialnomics)

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From Links to Likes

370 King Street West, 5th Floor, Box 4

Toronto, Ontario

M5V 1J9

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Social Media Impact on Content Consumption

370 King Street West, 5th Floor, Box 4

Toronto, Ontario

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Social Media Impact on Shopping

69.2%69.2%

370 King Street West, 5th Floor, Box 4

Toronto, Ontario

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Check ratings and reviews as part of their shopping process.

69.2%69.2%

Source: , Nov 2011, n=956

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Social Enables New Business Models

370 King Street West, 5th Floor, Box 4

Toronto, Ontario

M5V 1J9

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Social Networks in Brick-and-Mortar

370 King Street West, 5th Floor, Box 4

Toronto, Ontario

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SearchBlogs,

Ratings & My

Social My

Social Used Throughout the Shopping Process

370 King Street West, 5th Floor, Box 4

Toronto, Ontario

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Word of Mouth

RESEARCH PURCHASE POST PURCHASE

Search

Product Sites

Ratings & Reviews

Product Social Site

Social Sphere

Brick & Mortar

Brick & Mortar

Blogs,

Ratings & Reviews

Product

Social Site

My Social

Sphere

Product

Sites Product Sites

Social Sphere

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25.9%

28.2%

69.2%

Check the retailer/brand social

media page to help make

decision

Read blogs relating to the

product or product category

Check ratings for a particular

product on a retailer/brand site

The Stats

370 King Street West, 5th Floor, Box 4

Toronto, Ontario

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5.6%

10.3%

17.8%

25.9%

0% 10% 20% 30% 40% 50% 60% 70% 80%

Post a picture of the product on

a social network site and ask

your friends for opiniions

Interact with the retailer/brand

through their social media page

to help make decision

Email friend(s) to seek their

opinion on a particular

purchase decision

decision

Source: , Nov 2011, n=956

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What to Expect

Mainstream Canadians are in early ‘utility’ phase.

370 King Street West, 5th Floor, Box 4

Toronto, Ontario

M5V 1J9

Security & privacy concerns

act as barriers to do more

Declining concern but still

reluctant to transact

Can live with the security and

privacy risks relative to the

value

CORE

CONSUMER

ACTIVITIES

CONSUMER

CONCERNS

Research information

Interactive content

Start integrate social more

into their daily lives

Use more for info & utility

Main Stream

Comfortable and expect social

to be part of the transaction

experience

TransactionInformation Utility

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Social technology enhanced shopping experience

Ratings & Reviews E-commerce in Social Networks

Social Commerce

370 King Street West, 5th Floor, Box 4

Toronto, Ontario

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Social Component in E-commerce Sites Social Technology in the Brick and Mortar Environment

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E-commerce in Social Networks

2.7%2.7%have purchased products via Facebook

370 King Street West, 5th Floor, Box 4

Toronto, Ontario

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have purchased products via Facebookwhile 28.7% will consider purchasing products via a brand/retailer Facebookpage in the near future

(source: , Nov 2011, n=977)

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E-commerce in Social Networks

370 King Street West, 5th Floor, Box 4

Toronto, Ontario

M5V 1J9

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What is the approach to meet the needs of social shoppers?

370 King Street West, 5th Floor, Box 4

Toronto, Ontario

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What is the approach to meet the needs of social shoppers?

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Step 1: Listen

Approach

Understand how your target audience

Followed or friended a brand/ retailer social media page

370 King Street West, 5th Floor, Box 4

Toronto, Ontario

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Understand how your target audience interact with your category & brand on social media in their shopping process.

Source: Nov 2011, n=1005

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Step 2: Define Strategy

Approach

Identify sweet spot for your brand

370 King Street West, 5th Floor, Box 4

Toronto, Ontario

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Identify sweet spot for your brand & category.

Establish key performance indicators.

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Step 3: Cultivate the Community

Approach

370 King Street West, 5th Floor, Box 4

Toronto, Ontario

M5V 1J9

the CommunityTop 3 reasons consumers engage with brands

1. Learn about discounts & deals

2. Find out about the latest products & events

3. Get opinion/advice from other consumers

Source: , Nov 2011, n=1,005

37% has unliked or stopped following a branded social media site in the past month.

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Step 4: Experiment

Approach

Keep trying new things.

370 King Street West, 5th Floor, Box 4

Toronto, Ontario

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Keep trying new things.Get customer input - social media is a forum for a two-way dialogue.

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Step 5: Measure

Approach

Measure against your key

370 King Street West, 5th Floor, Box 4

Toronto, Ontario

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Measure against your key performance indicators.

You can’t improve upon what you can’t measure.

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$1M$1M USDUSD

Some Results to Date

370 King Street West, 5th Floor, Box 4

Toronto, Ontario

M5V 1J9

Revenue Dell claims via Twitter

sales alert. (Dec 2008)

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$65M$65M

Some Results to Date

370 King Street West, 5th Floor, Box 4

Toronto, Ontario

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Drop in Netflix share value when Warner opened a Facebook movie rental (streaming)

service

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Future Shoppers

85%85% 330330 50,00050,000

The future social shoppers are a lot more social network savvy than the mainstream consumers today.

370 King Street West, 5th Floor, Box 4

Toronto, Ontario

M5V 1J9

Teenage girls use their friends & peers as a source of trend information and 45% seek the opinion of those same groups when purchasing

clothing or footwear.(Source: eMarketer, Nov 2010)

Number of retailers who have opened a facebook store with

Payvment

Average number of Facebook friends each Canadian

between the ages of 13-24 has, compared to an average of 225 for all demographics

(50% more).(Source: Facebook, June 2010)

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Other Great Resources

370 King Street West, 5th Floor, Box 4

Toronto, Ontario

M5V 1J9

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40%85%

Past Webinars

370 King Street West, 5th Floor, Box 4

Toronto, Ontario

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40%of Canadian smartphone owners

have used their phone in the

process of shopping.

85%of Canadian consumers

research price online as part of

their shopping process.

Download the

Canadian Multichannel Shopper Canadian Multichannel Shopper Canadian Multichannel Shopper Canadian Multichannel Shopper WebinarWebinarWebinarWebinar

http://www.slideshare.net/delviniainteractive/the-canadian-multichannel-shopper

Download the

Canadian Mobile Shopper Canadian Mobile Shopper Canadian Mobile Shopper Canadian Mobile Shopper WebinarWebinarWebinarWebinar

http://www.slideshare.net/delviniainteractive/the-mobile-

shopper

Page 33: Delvinia - The Social Shopper

370 King Street West, 5th Floor, Box 4

Toronto, Ontario

M5V 1J9

Presented by: Sponsored by:

Rosalina Lin-Allen

Director, Client Strategy

Tel.416-364-1455 X271

Email. [email protected]

www.twitter.com/rlinallen

www.linkedin.com/rlinallen

Delvinia

www.delvinia.com

Steve Bielawski

eCommerce Practice Director

Tel. 877-767-5577 x436

Email. [email protected]

Tenzing

www.tenzing.com


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