Win Loyalty by Delivering the Best Shopping Experience, presented by Canada Post

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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.

Technology

Loyal Customer

Cheap, fast and free shipping

Shopper Visits

Pricing Strategy

Managing
Expectations

Empowering
Shoppers
Returns

The Box

Pick, Pack & Ship

dit
ster

e

Shopper Concerns with Online Shopping:

The key delivery concern for shoppers is not being home to
accept delivery.

dit
ster

e

Shared Mission:
Sell products online and get the
purchase into the shopper’s
hands as quickly and conveniently
as possible!

•

4.4M houses

•

3.4M apartments/condos

•

3.9M Community Mailboxes

•

•

•

ONLY THE SHOPPER KNOWS WHAT
IS MOST CONVENIENT TO HIM!
•

1M PO Boxes (primary delivery
address)

Over 6,000 Retail Outlets

750K Rural Mailboxes

49K Farms

dit
ster

e

Shopper Concerns - Returns

ComScore Online Customer Experience Study

Your return policy has an impact on your conversion rates.

dit
ster

e

Aurelien Leftick
aurelien.leftick@canadapost.ca
@aleftick

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Win Loyalty by Delivering the Best Shopping Experience, presented by Canada Post

1. dit ster e Win Their Loyalty by Delivering the Best Shopping Experience Aurelien Leftick eCommerce Partnership Manager February, 2014

2. Loyal Customer Cheap, fast and free shipping Shopper Visits

3. Pricing Strategy Managing Expectations Empowering Shoppers Returns The Box Pick, Pack & Ship

4. dit ster e

6. dit ster e

7. dit ster e Shopper Concerns with Online Shopping: The key delivery concern for shoppers is not being home to accept delivery.

8. dit ster e Shared Mission: Sell products online and get the purchase into the shopper’s hands as quickly and conveniently as possible! • 4.4M houses • 3.4M apartments/condos • 3.9M Community Mailboxes • • • ONLY THE SHOPPER KNOWS WHAT IS MOST CONVENIENT TO HIM! • 1M PO Boxes (primary delivery address) Over 6,000 Retail Outlets 750K Rural Mailboxes 49K Farms

9. dit ster e

10. dit ster e

11.

12. dit ster e

13. dit ster e Shopper Concerns - Returns ComScore Online Customer Experience Study Your return policy has an impact on your conversion rates.

14. dit ster e Aurelien Leftick aurelien.leftick@canadapost.ca @aleftick

Editor's Notes

According to ComScore, 63% of online buyers look at the your return policy before they make a purchase. Almost half would shop more often with you and recommend you to a friend if you had a more lenient and easy-to-understand return policy. Your return policy has an impact on your conversion rates.

Win Loyalty by Delivering the Best Shopping Experience, presented by Canada Post

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