Download - Woe zaal b 10.30 11.00 carine moitier
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Top 10 Lessons from 10 Years of experience as European e-Commerce Pioneer
Carine Moitier, COO & Co-Founder Bivolino.com Managing Director BeCommerce
E-SHOP EXPO - 20.03.13
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++ TOP 10 Lessons… out of 10 years experience
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Source : Ogone – Jan 2012
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Lesson #1
THINK BIG,STAR T SMALL &STAY FOCUSED.
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Lesson #2
e-COMMERCE SHOULD BE IN THE HEARTH & SOUL OF YOUR COMPANY’s CULTURE & VISION.
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Lesson #3
THE e-COMMERCE BUSINESS IS NOT JUST
ANOTHER CHANNEL.
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Lesson #4
THE e-COMMERCE BUSINESS IS BUILT ON REPEAT CUSTOMERS.
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Customers come…
Customers come back…• on any given day, 75% of purchases from returning customers• repeat customers order> 2.5x in the next 12 months.
Customers come back, order more and more often…• repeat customers have higher average order size• 111,98€ - first time customer in Q108• 143,22€ - returning customers in Q108
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Lesson #5
WORD OF MOUTH REALLY WORKS ONLINE.
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Consumers are the New Authorities
Then
“Turns out the contaminated wheat gluten that has
sickened and killed so many cats and dogs recently
has ended up in quite a few brand names. I finally
found a complete list of the affected brands here. I
feed my cats --- dry food, and fortunately the dry
food was not on the list. The --- wet is, though. Don't
assume that your brand is safe. Check the list!”
- stynes.blogspot.com, 04/05/07
Now
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Lesson #6
CREATE REAL VALUE,DO NOT COMPETE ON PRICE.
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The Business Model Benefits
• engaged customers dedicated to the concept
• No return of goods – less than 4%
• No waste of goods – No stock of goods
• Green planet
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B2C online Biometric Sizing
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Lesson #7
MAKE SURE YOUR INVENTORY WEB SITE IS 100% ACCURATE.
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Lesson #8
CENTRALLY LOCATE YOUR DISTRIBUTION.
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Lesson #9
CUSTOMER SERVICE IS AN INVESTMENT.
(NOT AN EXPENSE)
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What customers first see• 24/7 1-800 number on every page• free fast shipping• free return policy
What customers experience• fast & accurate fulfillment • friendly, helpful « above & beyond » customer service• a personal handwritten complement card
What to do internally• no call times • no sales-based performance goal for reps• 5-week customer service & culture training
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Lesson #10
DON’T BE SECRETIVE. DON’T WORRY ABOUT COMPETITORS.
JUST DO IT!
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Many Thanks!
Blog : www.cmoitier.com
www.twitter.com/cmoitier