Archive for November 26, 2020

New Canadian Black Friday & Cyber Week Data from Salesforce

Posted in Commentary with tags on November 26, 2020 by itnerd

With Black Friday (Nov 27) and Cyber Monday (Nov 30) quickly approaching, I wanted to share some Canadian research data from Salesforce.

The 2020 Shopping Index Report  predicts that this year’s COVID-19 shaped holiday shopping season will see a 30% spike in global online holiday sales, not surprising considering that 65% of Canadian shoppers plan to shop more online this year than they did in previous years. 

This holiday shopping season’s standout stats include: 

  • 89% of Canadians expect companies to accelerate online shopping capabilities
  • 2020 holiday sales are estimated at $5.1 trillion with a record high of $940 billion of these dollars to be spent online 
  • The surge in online transactions is expected to reach 18 percent of total retail sales globally 
  • Canadian customers estimate 53% of their interactions with businesses will take place online this year, compared to 34% in 2019

FOUR MAJOR 2020 HOLIDAY SHOPPING PREDICTIONS 

Prediction #1: Fulfillment Concerns Will Overshadow Brandy Loyalty

  • 700 million holiday packages are expected to be delayed as online orders exceed shipping capacity by 5% globally.
  • $40 billion in COVID-19 delivery surcharges are expected between November 15 and January 15 globally
  • Buy online, pickup in store offers will grow digital revenue by an average of 90% over last holiday season

Prediction #2: Cyber week growth despite the earlier holiday shopping trend 

  • Cyber Week digital traffic is expected to grow by 28% this year despite early holiday shopping leading to a $26 billion spending increase in October. 

Prediction #3: Growth in Online Shopping Means a Spike in Holiday Returns

  • $280 billion in online purchases are expected to be returned globally—30 percent of all purchases made. 
  • Consumers are predicted to engage 30% more with service agents this holiday season

Prediction #4: New Consumer Behaviours will Drive Hot Product Categories

  • Beauty, electronics and gaming will once again be top holiday spending categories in 2020 but home furnishings and decor, home fitness and toys are among the new leading categories this year

→ Link to entire holiday predictions press release HERE

SkipTheDishes CEO Comments On Pending Ontario Government Legislation To Cap Commissions For Food Delivery Services

Posted in Commentary with tags on November 26, 2020 by itnerd

I just received a statement from Kevin Edwards, CEO of SkipTheDishes about the Ontario Government’s efforts to put a cap on commissions that food delivery services can earn. Here’s the statement in full:

While we are glad the Ontario government recognizes the work SkipTheDishes has been doing since March to support our restaurant partners, we are disappointed that they have decided to regulate private enterprise by enforcing a commission cap on food delivery services operating in the province. 

Our restaurant partners are of the utmost importance to us. SkipTheDishes is a proud Canadian brand, and since the start of the pandemic we’ve worked tirelessly beside our restaurant partners and have proactively provided them with over $30 million dollars in industry leading support since March, months before being called upon by Premier Ford or Mayor Tory to do so.

When taking into account the 25% commission rebate we have implemented in affected regions of the province, all local, independent restaurant partners on the SkipTheDishes platform are already paying less than 20% in commission while their dining rooms are closed.

Since the start of the pandemic, SkipTheDishes has provided industry-leading support, which includes:

  • 25% commission rebate to our local, independent restaurant partners to help when they need it most
  • 0% commission rate for new restaurants joining the network during the lockdown period
  • 10% commission rate to any restaurant on Skip looking to utilize staff to facilitate their own delivery, connecting over 30,000 restaurants with millions of customers across the country
  • Additional marketing and order-driving initiatives to drive repeat orders and attract new customers for our restaurant partners, increasing incremental revenue
  • Streamlining our restaurant onboarding process, so that new partners join the network 40% faster
  • The continuation of our restaurant tipping initiative, which has seen over $1.2 million in generous donations from Skip customers go directly to local restaurants

We have been working directly with all levels of government in Ontario over the last few months on ways we can work together to best support the restaurant industry, and look forward to continuing those discussions over the next few weeks. 

ByteDance Gets 7 Day Extension To Divest TikTok

Posted in Commentary with tags on November 26, 2020 by itnerd

Apparently, the Trump Administration hasn’t forgotten about TikTok because they’ve given ByteDance who owns TikTok another seven days to unload TikTok says Reuters:

The administration previously had granted ByteDance a 15-day extension of the order issued in August, which was set to expire Friday. President Donald Trump on Aug. 14 had directed ByteDance to divest the app within 90 days.

The new deadline is Dec. 4, TikTok said in the filing. Under pressure from the U.S. government, ByteDance has been in talks for months to finalize a deal with Walmart Inc and Oracle Corp to shift TikTok’s U.S. assets into a new entity.

This might have something to do with the fact that ByteDance reportedly has a “new proposal” that’s aimed at addressing U.S. government concerns. It will be interesting to see what that is. As well as it will be interesting to see if other concerns in “Trump World” have any effect on this.

iRobot Posts Black Friday Deals

Posted in Commentary with tags on November 26, 2020 by itnerd

Just in time for your holiday shopping, iRobot’s Canadian deals that are now live on iRobot.ca

Roomba 675: Regular price = $369.99 CAD. Black Friday promo = $279.99  CAD

Roomba i3Regular price = $499.99. Black Friday promo = $399.99 CAD

Roomba i3+Regular price = $749.99 CAD. Black Friday promo = $549.99 CAD

Braava jet m6 robot mop (exclusive BLACK m6)Regular price = $649.99 CAD. Black Friday promo = $549.99 CAD

Check out all these deals on iRobot.ca today.

Bell Canada Tweets About Their Black Friday Sale…. And It Doesn’t Go Well For Them

Posted in Commentary with tags on November 26, 2020 by itnerd

Bell Canada has issues with their customer service. So much so, it’s the only reason why I personally haven’t switched from Rogers to Bell. This despite the fact that Bell has a superior Internet product when compared to anything that Rogers offers. But I won’t switch to a superior product to get inferior customer service. Clearly others have issues with Bell’s customer service as evidenced by what happened when Bell decided to Tweet about their Black Friday sale:

Things went to hell in a hand basket shortly after this was posted. Take this example (Warning: Spicy language):

Ouch. That will leave a mark. How about this one:

Two hours on hold with any and not getting any service is totally unacceptable. I can see why this person would be a wee bit ticked off.

One person had an issue with the fact that they were promoting a Black Friday sale during a pandemic:

That’s a fair point. I live in Toronto and along with Peel Region, and we’re in lockdown again. And that’s true in a few other places in Canada. Which is a big hint that maybe this was an ill timed Tweet as people should be staying home as much as possible.

Back to the customer service complaints:

Bell employees and their contractors have been caught doing some shady things when it comes to getting people onboard and keeping them as Bell customers. Such as up-selling at all costs, as well as having contractors who do door to door sales say and do anything to get you onboard. Something that their contractors confirmed but Bell denied until their contractors were caught red handed. As for Bell changing their pricing on a whim. A judge did say that they can’t do that. Thus it would be interesting to see if that still happens.

If you scroll through the entire thread, you’ll see a lot of this sort of sentiment. It has the feel of that time when Rogers tried to promote their One Number service with the hashtag #Rogers1Number and that went totally off the rails when people hijacked the hashtag to complain about poor customer service from Rogers. At least in that instance, Rogers took it on the chin and publicly admitted that they had customer service issues that they needed to address. But I don’t see Bell doing that here. They don’t strike me as the sort of company who would actually admit to having a problem, owning it, and making changes. After all, having great tech only gets you so far.