e-shop expo 2015 b2c europe laurens zanoli

Laurens Zanoli

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A short introduction

1. Who is e-tailer / webshop owner?

2. Who sells internationally?

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International presence

E-commerce buyersIn millions

Source:E-marketer 2013

271

156

16

13

43

37

5

28

8

COUNTRY CITIES

Netherlands Weesp and Lijnden

Belgium Zaventem

Germany Frankfurt

France Roissy

Spain Madrid

Italy Padova

UK Aylesbury and Slough

USA Los Angeles

ChinaBeijing, Hangzhou and Guangzhou

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Flow of the parcel4

Challenges

Webshop sales of products still growingstrong: continues growth is crucial!

Increase in delivery- and returnoptions

TakingE-commerce tothe next level

Increase in customer expectations andcompetition

5

Quiz question

How many new webshops open their doors eachmonth in Belgium?

105 new start-ups each month

67.000 webshops

growing markets: toys, interior, sports

Comeos 2015

6

Quiz question

Was the growth in ecommerce in Belgium in 2014 higher or lower than 20%?

The Belgium ecommerce market grew with 28 procent in 2014. Consumer spendings are 2,3 billion euro, in 2013 this was 1,8 billion euro.

BeCommerce 2014

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Cross Border E-commerce Delivery

Mature markets: very competitivein delivery and returns

Different solutions for ‘the last mile’: local knowledge is a neccesity!

Innovate

or you will

be left behind!

The customer is in charge: 1 option = no option at all

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Cross Border Ecommerce Facts

85% of all EU shipments are domestic within the EU

15% of all EU shipments are cross-border within the EU

15% of European Consumers shopped in another EU country

EU barometer 2013

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Quiz question

In which countries do Belgium consumers shop the most? In the Netherlands or France?

Most online purchases take place in neighbouringcountries as the Netherlands (22%), Germany (15%) and France (14%).

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Choices in Delivery and Returns are essential

The way to succeed in the delivery sector is tooffer customers a selection of convenient delivery and collection methods.

Parcel pick-up point

Collection point

Future possibilities?

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Postal Technology International

Quiz question

Is the percentage of webshops that offer free delivery more or less than 50%?

In 2013, 84% already offered a free delivery service

12

Quiz question

What is the most offered delivery timing in Belgium? Next day, within in 3 days or >3 days?

Next day (44%)

Within 3 working days (13%)

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Quiz question

Is the percentage of webshops that offer Track & Trace higher or lower than 50%?

62% offered a track a trace service in 2013

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Statement:

With the further growth of ecommerce it is unthinkable that consumers will wait for 4 different couriers or go to 3 different collection points to collect their parcel.

Agree Disagree

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Global Webshop Logistics Report

Click & collect is emerging internationally

In Norway and Sweden 90% of all webshops offers this service andin Germany 60%.

Dutch webshops score with 26 percent (2013) still quite low, but in in 2011 this percentage was only 14%; there is certainly potential forgrowth in Europe as well as in Belgium.

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Logistics in the check-out

Quiz-question

What is most important for customers when ordering a product in a webshop?

A. To be able to see if the product is in stock

B. To be able to see the expected delivery time

C. To be able to see which party will arrange the delivery

D. To be able to see the total cost and cost components

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Logistics in the check-out

Quiz-question

What is most important for customers when ordering a product in a webshop?

A. To be able to see if the product is in stock

B. To be able to see the expected delivery time

C. To be able to see which party will arrange the delivery

D. To be able to see the total cost and cost components

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Logistics in the check-out19

Checkout: logistics in top 3

Bron: UPS Pulse of the Online Shopper

LOGISTICS DOMINATESTHE CHECK-OUT FASE !

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The optimal check-out

Avoid Shopping cart abandonment

Integrate delivery-, collect- and return

options as essential services

How does thiswork according to

B2C Europe?

Provide a seamless ‘customer journey’ up to and including returns

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Join us for a cup of Espresso or Capuccino!

Stand S33A

&S55

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Our products23