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【正文】 Site Maintenance 26 43 7 15 43 8 17 7 35 54 42 2 Canada . Copyright 169。 2021 , The Boston Consulting Group, Inc., Retail Council of Canada, All Rights Reserved. ECM1253200Retail Council19Jun00TORgccj 20 Benchmark Number of inbound customer contacts per order Canada Source: The Canadian Online Retailing Report, a survey conducted by The Boston Consulting Group and Retail Council of Canada。 The State of Online Retailing , a survey conducted by The Boston Consulting Group HIGH CONTACTS PER ORDER DRIVE UP CUSTOMER SERVICE COSTS Australia/ New Zealand Q1 1999 . 1999 Copyright 169。 2021 , The Boston Consulting Group, Inc., Retail Council of Canada, All Rights Reserved. ECM1253200Retail Council19Jun00TORgccj 21 Benchmark Percent of panies with supplemental revenue Percent supplemental revenue (all panies) Canada 22% % Source: The Canadian Online Retailing Report, a survey conducted by The Boston Consulting Group and Retail Council of Canada。 The State of Online Retailing , a survey conducted by The Boston Consulting Group SUPPLEMENTAL REVENUE A SIGNIFICANT OPPORTUNITY . 21% 4% Q1 1999 Copyright 169。 2021 , The Boston Consulting Group, Inc., Retail Council of Canada, All Rights Reserved. ECM1253200Retail Council19Jun00TORgccj 22 DIFFERENT CATEGORIES WILL FACE DIFFERENT GLOBAL PRESSURES Music/video Financial services Computer software Event tickets Books Collectibles Global Local High Low Travel Cars Toys Apparel Grocery Product ? Homogeneity of customer preferences Fulfillment intensity ? Need for “feel and touch” ? Distribution costs ? Supplementary service Copyright 169。 2021 , The Boston Consulting Group, Inc., Retail Council of Canada, All Rights Reserved. ECM1253200Retail Council19Jun00TORgccj 23 PROGNOSIS FOR 2021/2021 Competitive intensity will increase ? Traditional retailers transacting online ? . and other international players entering market ? Third parties to facilitate purchase from . site Customer acquisition costs will increase, though unlikely to reach . levels Online retailers will increasingly leverage additional sources of revenue ? Supplemental sources ? International sales Fulfillment will bee a key basis of petition, especially for 2021 holiday season Copyright 169。 2021 , The Boston Consulting Group, Inc., Retail Council of Canada, All Rights Reserved. ECM1253200Retail Council19Jun00TORgccj 24 A copy of this presentation is available on the Retail Council of Canada Web site The Canadian Online Retailing Report will be sent to members with the August mailing of Canadian Retailer magazine Copyright 169。 2021 , The Boston Consulting Group, Inc., Retail Council of Canada, All Rights Reserved. ECM1253200Retail Council19Jun00TORgccj 25 36th Annual Retail Council of Canada Conference James Vogtle June 19, 2021 The Canadian Online Retailing Report A survey by The Boston Consulting Group and Retail Council of Canada
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