The document summarizes key e-commerce trends for 2013 based on a presentation by Randy Fougere of Tenzing and Rosalina Lin-Allen of Delvinia. The trends include customers becoming more empowered through self-education and use of multiple channels. Social selling and blending of online and offline channels are also trends. Mobile commerce is moving to the forefront, and personalization through location-based targeting and alerts is important. Removing barriers to conversion through understanding customers' purchase journeys across channels was discussed.

1. E-commerce Trends
for 2013
Sponsored by: Presented by:
Randy Fougere Rosalina Lin-Allen
SVP, Sales & Marketing Director of Strategy
Tenzing Delvinia
www.tenzing.com www.delvinia.com
@TenzingHosting @Delvinia
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2. Tenzing Overview
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, privately owned
• 400 customers
• 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

3. Delvinia Overview

4. How We Work
CUSTOMER-CENTRIC, INSIGHTS DRIVEN
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.
DATA to INSIGHT
We review all the data and look for key
insights that will create real business
value and innovation.
STRATEGY to ACTION
Finally, we prepare and deliver all plans,
content to the client. No plan is complete until
it’s put into action, measured and refined.

5. Our Clients

6. Our Capabilities
Voice of the Customer Customer Experience
TOOLS & PLATFORMS STRATEGY & DESIGN
AskingCanadians™ Customer Insight
Our proprietary online research community of Our insight team use both qualitative and
200,000+ Canadians from all walks of life quantitative research methods that uncover
who have opted-in to give us their thoughts deep emotional and behavioural insights.
and opinions.
Customer Experience Evaluation Digital Strategy
Our process uncovers ways to improve and
Our digital strategy experts help define a
innovative the user experience. Usability
clear vision for todays new empowered and
testing, expert UX evaluation and customer
connected customer.
journey mapping.
Experience Design
Customer Listening Platforms Our digital design experts use insights and
From social listening to customer satisfaction creative thinking to inspire, engage and
surveys, our tools enable you to uncover key elevate the customer experience across all
customer insights and turn them into action. screens and digital platforms.

7. E-commerce Trends
for 2013

8. CUSTOMERS EMPOWERED
SELF-EDUCATING
TODAY MULTI-CHANNEL
DEVICE-AGNOSTIC

9. 60% of Canadians research
and buy online.
Source: , December 2012

10. 92% of Canadians research
online and buy offline.
Source: , December 2012

11. 20% of Canadians have shopped
via their mobile device.
Source: , December 2012

12. 73%
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

13. Brick-and-mortar retailers
challenged with showrooming
and increasingly strike back with price matching

14. eRetailers chipping away at the
brick-and-mortar advantages
with free shipping, same day delivery, and pickup depots

15. KEY TRENDS
1. ADVICE DRIVEN COMMERCE
2. SOCIAL SELLING
3. CHANNEL BLENDING
4. MOBILE FIRST
5. RIGHT PLACE AT THE RIGHT TIME

16. Trend #1
ADVICE DRIVEN
COMMERCE

17. From Selling to Helping
Selling by helping customers understand what they need first.

18. Guiding the customer in their purchase journey is imperative in complex categories where the
customer may not know where to start – a familiar area for financial services organizations.

19. Trend #2
SOCIAL SELLING

20. Share and Get Rewarded
Shop.ca puts strong emphasis on sharing and rewards customers for sharing.

21. 20% conversion
Fan Sourced Customer Support
Skull Candy leveraged Needle’s chat platform
to connect prospects with fans.

22. Trend #3
CHANNEL
BLENDING

23. Offline to Online
Walmart (USA) makes it easy for customers to blend channels – 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.

24. Online to Offline
Customers can shop online,
specifying which store to shop from.

25. Pure Plays Getting Physical Presence
Pick up depots to make it more convenient for customers to receive their packages.

26. Trend #4
Moving into the
MOBILE FIRST
era
“By 2013, more people will browse the web
via mobile devices.”
“The shift from e-commerce to m-
commerce will reach something of a tipping
point by 2015.”

27. BRICK-AND-CLICK
As brick-and-mortar increasingly turns into showrooms and advice centres,
mobile becomes an integral part of that experience, support and bridge the experience
into another channel.

28. OUT OF STORE IN-STORE
ALIGN MOBILE TO THE CUSTOMER JOURNEY
Support in- and out-of-store self-service, aligned to the customer purchase journey,
improves conversion, builds loyalty and enables staff to focus on higher value service.

29. Trend #5
RIGHT PLACE
AT THE RIGHT
TIME

30. Alerts
customer
when a
product on
their wish list
goes on sale.
Personalized email based on
what is left in your shopping cart.

31. Location-based
Geo-fenced targeting to drive
travel insurance prospects to
presence at major e-commerce.
Canadian airports.

32. How do you remove customer
barriers to convert with you?

33. How do you remove customer
barriers to convert with you?
How do you empower your customers?
(keeping in mind the importance of peer opinion)
What is the role of e-commerce in your customers’ path to purchase?
How and through which channel/platform do you support your customers
through each stage of their purchase journey?

34. How do you remove customer
Start with understanding the
barriers to convert to purchase.
NEW customer path with you?
How do you empower your customers?
(keeping in mind the importance of peer opinion)
What is the role of e-commerce in your customers’ path to purchase?
How and through which channel/platform do you support your customers
through each stage of their purchase journey?

35. Thank You!
Sponsored by: Presented by:
Randy Fougere Rosalina Lin-Allen
SVP, Sales & Marketing Director of Strategy
Tenzing Delvinia
www.tenzing.com www.delvinia.com
@TenzingHosting @Delvinia
Share your Tweets by using #ecommtrends