The Internet and social media have created a landscape where consumers are a more significant force than ever before. And, digitally-savvy shoppers are leading the way. Our study around consumer use of digital technology—conducted through AskingCanadians™ — reveals that digital experiences are not only a key component in the purchase process; but digitally-inclined shoppers are fast becoming the consumers of the future.

1. facebook.com/delviniainteractive twitter.com/delvinia linkedin.com/company/delvinia-interactive Good afternoon! Insights for your business.

2. Your hosts today! Randy Matheson Director, Emerging Media Amy Sullivan VP, Customer Insight Steve Mast President Insights for your business.

3. Creating experiences that enrich people’s lives. Give us your opinions, we’ll give you rewards!

4. ABOUT DELVINIA Our Capabilities insights & analytics Services Tools Qualitative Research Quantitative Research Online Panel Management Web Analytics Social Media Monitoring Delvinia Digital MOSAIC Delvinia Digital Canadians SAS Capabilities Customer Experience Design

5. ABOUT DELVINIA Our Capabilities Insights & analytics Services Tools Qualitative Research Quantitative Research Online Panel Management Web Analytics Social Media Monitoring Delvinia Digital MOSAIC Delvinia Digital Canadians SAS Capabilities Digital Strategy Customer Experience Design Customer Insight Business Context Digital Landscape

6. ABOUT DELVINIA Our Capabilities Digital Strategy Customer Experience Design VALIDATION PROTOTYPE OPTIMIZATION Customer Insight DEPLOY DESIGN DEVELOPMENT DISCOVERY Business Context Digital Landscape VALIDATION PROTOTYPE OPTIMIZATION

7. ABOUT DELVINIA Our Capabilities A & Digital Strategy Customer Experience Design Firm.

8. ABOUT DELVINIA Our Experience

10. Webinars

13. Mobile

15. In a world with so many available options, what should retailers and brands be doing to court the new consumer?

16. “75% of Canadians have made a purchase online in the last 2 months.” Source: AskingCanadians.com

17. “Over half of Canadian online shoppers own a smartphone.” Source: AskingCanadians.com

18. “1 in 5 Canadian smartphone owners search for product recommendations while shopping.” Source: AskingCanadians.com

19. “63%of Canadians have updated their status on a social network.” Source: AskingCanadians.com

20. SOCIAL SHOPPER Current Trends Don’t paint all consumers with the same brush SOCIAL Technology as a lifeline to friends and family and the digital universe at large. TIME-STARVED Technology as a means to stay organized, a means to an end.

21. SOCIAL SHOPPER Current Trends Digital dominates pre-purchase research Which environment do you typically find most useful for completing each of the following activities? Base: Have purchased in the last 6 months, N=500

22. SOCIAL SHOPPER Current Trends Product category influences pre-purchase behaviour Most Useful Channel for Pre-Purchase Research by Product Category Home Electronics & Computers Media Kid or Baby Prods Appliances/ Furniture Home Decor Health/ Nutrition Pet Products Beauty & Cosmetics Groceries Clothing Base: Have purchased in the last 6 months, N=500

23. SOCIAL SHOPPER Current Trends Consumer reviews are second only to price in importance 65% of Canadians look for consumer reviews and recommendations when researching products online. Source: MIT SixthSense

24. SOCIAL SHOPPER Current Trends Social also features in mobile shopping for some consumers Activities completed online, via smartphone, while shopping

25. SOCIAL SHOPPER Current Trends Mobile is increasingly integral to the shopping experience 40% of smartphoneowners have used their phone in the process of shopping.

26. SOCIAL SHOPPER Current Trends Summary of Preferred Digital Channels The Web Locating a store (58%), Review ratings & recommendations (56%), Search for promotions & deals (53%), Comparing prices (51%) Mobile Taking pictures of product while in the store (32%), Locating a store (26%), Comparing prices (23%), Looking up product reviews in the store (19%) In-store Purchasing (83%), Determining if a product is in stock (45%), Comparing prices (42%) Mobile The Web In-store

27. SOCIAL SHOPPER Current Trends Summary of Findings Collaborate Retailers and brands need to work closer then ever before to meet the needs and demands of the new consumer. Participate The new digitally connected consumer wants to influence the in-store experiences and the products they buy. Anticipate The social shopper of today lets us peer into the future of retail experiences. New Consumer Retailers Brands

28. THE SOCIAL SHOPPER What are the Implications?

29. SOCIAL SHOPPER Implications More Informed Consumers Social Shopper is more cautious Relies on various touch points and points-of-view throughout the decision process. Use retail to activate, or validate decisions, rather than exploring options. Retailers need to focus on servicing clients rather than selling to them & leverage technology to continue the dialogue.

30. SOCIAL SHOPPER Implications Empowered Consumers Speed of access Have instant access to information, experts and peers to assist in decision-making. Ability to compare rates, features & benefits at location. Empowered consumers require empowered employees. Leverage technology to facilitate dialogue and decision-making.

31. SOCIAL SHOPPER Implications Co-Creating Value The Social Shopper Wants to Contribute. Social Shoppers feel more empowered and want to participate in service and product innovation. These prosumer’s have influence and a point-of-view they want to share. Leverage digital and social as another mechanism to bring the consumer into the decision-making process.

32. THE SOCIAL SHOPPER What’s nexting?

33. SOCIAL SHOPPER What’s nexting? 22% 7.6% 12% The Digital Wallet The Digital Wallet is real, its on your mobile device and its adoption will arrive faster than I think anyone realizes. Check-in for Rewards Customers receive points and rewards for sharing locations as well as the personal choices we make as we shop. 2D Codes Everywhere 2D codes will provide the first opportunity for the customer to connect the real world via mobile to online content.

34. Does the experience validate and reward my customer?

37. Get additional information

38. Read expert POVDownload a free copy of the report. Give us a call @ 416.364.1455 or email Steve @ smast@delvinia.com