how high is the summit of the e-commerce boom?
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How High is the Summit of the e-Commerce Boom?
Peter Somers CEO bpost Parcels & International
Post-Expo 2012 – Brussels - 18th of September 2012
5
From double digit to single digit growth?
National and international challenges?
Changes in customer behaviour?
7
The lowest ever growth for the fashion sector
was recorded in April 2012
Growth in sales of clothing at 10% YoY compared to 28% LY
8
The biggest markets (UK,FR,NL) are slowly showing signs of maturity Fe. B2C e-commerce growth in NL in 2011 was only 9,7%
9
The whole world has become a potential market, but barriers
and challenges still exist for e-commerce activities
12
The end consumer is not always at home when his parcel is delivered
Convenience by offering different delivery options
Barrier #1
• Home delivery 72%
• Pick-up point 10%
• Pick up in store 13%
• Packstation 5%
14
Belgian consumers fe. request different delivery options
16
For the online customer: choose where you want your parcel to be delivered (at home, pick-up point, or packstation)
For the e-tailer: offer convenience, print labels, track & trace your parcels and manage different webshops via one platform
Integrated tools to support the convenience
But, is this what the consumer really expects from us in terms of optimal convenience?
Neighbour Delivery?
Time slot Delivery?
19
Cross-border issues hinder full roll out of international e-commerce
Go step by step by starting with (a) test market(s)
Barrier #2
20
Revenues could grow by 25% (or more) if e-tailers could sell both online and cross-border in Europe
22 Trade restrictions
Law regulations
Payment options
Marketing
Brand awareness
Currencies
Trust
Cultural differences Languages
42%
of all e-tailers identify market entry cost and compliance with consumer and fiscal regulations as the primary barriers to entrance into new markets
29
Taxes & duties hinder cross-continental e-commerce activities
Development of innovative solutions
Barrier #3
47% of European customers consider
fraud and additional duties, taxes and fees at
delivery a significant concern
32
is a shipping solution for international e-commerce that provides the consumer with true
landed costs: shipping costs, taxes and duties are guaranteed
44
Logistics challenges due to change in customer behaviour
Combine innovative products and solutions with new services
Barrier #4
46
• Visits physical store X to get more information on product A
• Checks prices online and orders at webshop Y
• Chooses for deliver of the goods at home
Customer 1
47
• Visits physical store X to buy product A
• Wants product A in another colour (not available in store X)
• Product A needs to be delivered in physical store Xbis (near her office)
Customer 2
48
• Buys product A in online shop X
• Buys product B in online shop Y
• Wants his products to be delivered at the same time
Customer 3
We will unlock this habit change with 4 components forming a compelling eco-system
51 yy/mm/dd - title presentation - author - qualifier
The customer agrees a
delivery time with bpost
All purchases and parcels are
delivered together at that time
The customer can also return
goods (empties,
ironing etc.)
The customer pays for the
goods safely and securely by
banker’s card at
the time of delivery
eCommerce keeps on
growing
still a lot of challenges and
barriers change in consumer behavior needs a
multichannel approach
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