E-commerce…silent E-commerce…silent revolutionrevolutionWhat is the customer What is the customer truly looking for?truly looking for?

Vanina Delobelle, Ph.D.

February 2012February 2012

Vanina Delobelle

‘’The world is moving so fast these days that the man who says it can’t be done is generally interrupted by someone doing it‘’

Helbert Hubbard

Vanina Delobelle

E-commerce is in revolution…There is what we already do,

what we should all be doing…

Vanina Delobelle

Seamless experience across the

devices

Using Responsive design, the customer will have the same experience on web,

iPad and iPhone. One brand, one voice.

I buy from you on my phone, I buy from you on my iPad, it is all the same

for me. One is an extension of the other one, I expect

to get the same experience.

Vanina Delobelle

Personalization of offers

Offers are targeted based on customer information. The more we know about the customer, the better

he will be served targeted and relevant offers matching his

interests. Stop bothering me with offers that are not related to me! There are some things I care about and you

should know about it!

Vanina Delobelle

Free Shipping

Free shipping, free returns. Free has become

a commodity. No way I will pay for shipping!

Vanina Delobelle

Local Pricing

Depending on location, the price for one product

will be different.Based on local availability or local interest for a type of product, the localization

can vary. Pricing will constantly adjust to the

market.I care about where I live. My world is very centric!

Vanina Delobelle

Special Events

leveraging social

Flash sales, private sales, offer for your community. The offers and promotions will not be individual, they will be by community. The grape you belong to will

define the offers you might get. Watch out for

your friends!

Vanina Delobelle

Co-creation of Ads

Agencies are and will not longer be at the center.

Customers will take some power in the creation of

the brand. We can ask the customers to come up

with the name, the logo, a campaign, a video…

Vanina Delobelle

…and what we will have to do soon.

Vanina Delobelle

Partner

Retailers should come together. There is no longer the online retailers and the offline ones. Physical stores

and online stores are completing each other for an

optimal customer experience.

Your problems about state taxes are not mine! I want to

have the choice! I want a store nearby when I am in

the mood to do window shopping; I want to be able to buy online, the day I do not want to put my nose

outside.

Vanina Delobelle

Local stores will relay the larger e-

commerce revolutionLocal stores will become distribution centers for

larger e-commerce sites. For example, they will all be a

franchisee of a larger online retailer. If I create a website

on running, then I will partner with local stores selling running products. They will be a fulfillment center for me and when a

customer comes to the site, with the identification of his zipcode, I will allocate the revenues generated in this zipcode to this particular

franchisee. Win/Win!

Vanina Delobelle

Tablets and mobile will

be the main

channels of commerce

Computer? What is this? Online will become mobile.

I do not shop at work, I shop on my coach, while waiting

for my kid, on my bed, at the baseball match.

Vanina Delobelle

The reseller is

less important than the product brand

I do not care who I am buying this product from. I want a T-Shirt Brooks, this one has it, at the best price

for me…I add to cart!

Vanina Delobelle

Price is king

Customer service, broad inventory, reputation, SEO,

free shipping…all this is common sense…you must

have it. Why does the customer buy from you?

Because you have what he wants, at the moment he wants it, for the price he

wants to pay.Why does the customer

return? Because you have what he wants, at the

moment he wants it for the price he wants to pay!

Vanina Delobelle

Browsing is dead

I do not want to browse. I do not want to get 1,000

products with 1,000 different prices for the one product I was looking for. I want one product and one

price, now! Stop making me go through thousand of

pages to find what I want…anyhow I will not do it!

Vanina Delobelle

Niche sites will live longer

I do not care that you are selling fridges. I do come to

you for one purpose, because I know that you have the book I want. If I am in the mood to buy a

book, you might have thousand other things, this is not how you will interest me…serve me first what I am looking for, the way I want, for the price I want.

You might get me with another book and another one but not sure you will

get me with a Jeans at that particular moment.

For more conversations…For more conversations…www.vaninadelobelle.comwww.vaninadelobelle.com

twitter.com/vaninadelobelletwitter.com/vaninadelobelle