【超市管理】加拿大网上零售调查和研究报告.pptVIP

36th Annual Retail Council of Canada ConferenceJames VogtleJune 19, 2000 THE CANADIAN ONLINE RETAILING REPORTA Snapshot of Online Retailers In Canada Joint research project of The Boston Consulting Group and Retail Council of Canada Benchmarking survey of Canadian online retailers All major business-to-consumer e-commerce categories Pure-play and multichannel companies Based on first quarter 2000 data Consistent methodology to other BCG studies, enabling global comparisons CANADA AT THE FORE OF BROADBAND PENETRATION CANADIANS BROWSING, BUT FEWER BUYING GREATER SENSITIVITY TO SECURITY AND PRIVACY ONE REASON SUPPLY-SIDE DEFICIT ANOTHER CONTRIBUTING FACTOR BUT CANADIAN ONLINE RETAILING IS GROWING RAPIDLY MAJORITY OF SALES FROM ONTARIO Provincial Distribution of Sales Revenue and Internet Households CANADA STRONGLY POSITIONED AMONGDEVELOPED COUNTRIES CANADIAN RETAILERS FOCUSSED ON THE DOMESTIC MARKET U.S. ONLINE RETAILERS PERCEIVED AS PRIMARY COMPETITORS Which of the Following Groups do You Consider to be the PrimaryCompetition for Your Online Business? PERFORMANCE DRIVEN BY MANY FACTORSSimplified Value Driver Framework CANADIAN RETAILERS OUTPERFORM ON SOME KEY ECONOMIC DRIVERS, LAG ON OTHERS CUSTOMER ACQUISITION COST RELATIVELY LOW RELATIVELY STRONG ORDER CONVERSION CONVERSION RATES INFLUENCED BY MANY FACTORS CANADIAN RETAILERS HAVE HIGH LOYALTY CONSUMERS LEAST SATISFIED WITH FULFILLMENT AND CUSTOMER SERVICE RETAILER FULFILLMENT PERFORMANCE MUST IMPROVE CANADIAN RETAILERS PERFORM MOREFUNCTIONS IN-HOUSE HIGH CONTACTS PER ORDER DRIVE UP  CUSTOMER SERVICE COSTS SUPPLEMENTAL REVENUE A SIGNIFICANT OPPORTUNITY DIFFERENT CATEGORIES WILL FACE DIFFERENT GLOBAL PRESSURES PROGNOSIS FOR 2000/2001 Competitive intensity will increase Traditional retailers transacting online U.S. and other international players entering market Third parties to facilitate purchase from U.S. site A copy of this presentation is available on the Retail Council of Canada Web siteThe