win loyalty by delivering the best shopping experience, presented by canada post
Post on 21-Oct-2014
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As presented at the eCommerce Town Hall on Feb 13th 2014, Aurelien Leftick, Manager of eCommerce Partnerships for Canada Post, takes us through how to win customers' loyalty online by delivering the best shipping experience.TRANSCRIPT
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Win Their Loyalty by Delivering the Best Shopping Experience
Aurelien LeftickeCommerce Partnership Manager
February, 2014
Cheap, fast and free shipping
Shopper Visits
Loyal Customer
Pricing StrategyManaging
Expectations
Empowering Shoppers
Pick, Pack & ShipThe Box
Returns
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Shopper Concerns with Online Shopping:
The key delivery concern for shoppers is not being home to accept delivery.
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• 4.4M houses
• 3.4M apartments/condos
• 49K Farms
• 3.9M Community Mailboxes
• 1M PO Boxes (primary delivery address)
• Over 6,000 Retail Outlets
• 750K Rural Mailboxes
Shared Mission:Sell products online and get the purchase into the shopper’s hands as quickly and conveniently as possible!
ONLY THE SHOPPER KNOWS WHAT IS MOST CONVENIENT TO HIM!
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Shopper Concerns - Returns
ComScore Online Customer Experience Study
Your return policy has an impact on your conversion rates.
