Op Maat. Greet Dekocker Managing Director

Transcription

1 Op Maat Greet Dekocker Managing Director

2 Digital trade is constantly growing. However only 64% of the Belgian population shopped online last year. Hence trust is still lacking.

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5 As a knowledge platform we also offer guidance to our members trough trainings and events, and represent them in Belgium and Europe. 300 trustful webshops In only a few years SafeShops was able to engage and verify 300 trustful organisations.

6 Agenda

7 E-commerce in numbers E-commerce Set-up Trends in delivery & Logistics

8 The Ecommerce Barometer A deep dive into Online Players in Belgium

9 ,917 92,6% of the growth in merchants is situated in the Occasional and Micro segment NUMBER OF ONLINE PLAYERS +26% % +33% +12% +11% +12.5% O C C A S I O N A L < 1 2 T X / Y M I C R O < K S M A L L > < 1 M I O M E D I U M > 1 M < 1 0 M L A R G E > 1 0 M T O T A L 92,6% = ( ) / 3095

10 That s an increase of 26% 3,095 More online players in 2016 vs 2015

11 E-Turnover 5 billion (source Ecommerce Barometer)

12 Transaction value 22% To a high of BILLION

13 The Large segment is primarily driving the growth with almost 30% increase in total value TRANSACTION VALUE ( ) +22% +30% % % +10.5% +10% O C C A S I O N A L < 1 2 T X / Y M I C R O < K S M A L L > < 1 M I O M E D I U M > 1 M < 1 0 M L A R G E > 1 0 M T O T A L

14 14 Only 14,62% of online merchants 2,181 In absolute generate more than 100K In transaction value The exact percentage is 14,6209%

15 15 3,16% of online merchants 472 Merchants in absolute make up more than 86% of total transaction value

16 Belgian players take back market share from international players Based on Belgian online consumer spending* International Belgian merchants 50% 44% % % Data source : 2015: 4,09B / 8,2 B compared to 2016: 5B / 9 B

17 Top Source: Ingenico

18 E-commerce in numbers E-commerce Set-up Trends in delivery & Logistics

19 LEGAL & TAX CERTIFICATION MARKETING Strategy & ACTION PLAN All"in)one)solu> on)for)your)ecommerce)supply)chain)! REVERSELOGI STICS & RECONDITIONING! E-PAYMENT! CUSTOMER CARE! E- SHOP! FINANCE& ADMIN! WAREHOUSE! HANDLING! DISTRIBUTION! HAPPY CONSUMER! EXTERNAL STOCK! MARKETING TRANSACTIONAL = REPEATPURCHASES!

20 Marketplace + Marketing + New Markets + Service - Dependance - Comparison Webshop + Own branding + Owned DB - Technical impact

21 E-commerce in numbers E-commerce Set-up Trends in delivery & Logistics

22 Trends & numbers about delivery

23 Omnichannel is the new black Omnichannel is a multichannel approach to sales that seeks to provide the customer with a seamless shopping experience whether the customer is shopping online from a desktop or mobile device, by telephone or in a bricks and mortar store.

24 SINGLE-CHANNEL THE LEGACY Customers experience a single type of touchpoint Retailers have a single type of touch-point

25 4 MULTI-CHANNEL THE REALITY Customer sees multiple touch-points acting independently Retailers channel knowledge and operations exist in technical and functional silos

26 6 OMNI-CHANNEL THE NIRVANA Customers experience a brand not a channel within a brand Retailers leverage their single view of the customer in coordinated and strategic ways

27 Omni-channel in delivery

28 Convenience - Speed Information

29 !the!driving!seat! Convenience

30 Consumer)in!the!drivin Matching expectations?

31 Speed. cut-off time later

32 Information Respondents had abandoned a purchase online due to unsatisfactory delivery options. Source: 2013 Econsultancy Multichannel Retail Survey

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34 Logistic shift For traditional retailers, Friday is the busiest day of the week, whereas e- tailers have their busiest day on Monday, because consumers order relatively more during the weekend (study from ING).

35 Paradox of choice? No choices, you potentially lose the sale. If you provide a part delivery, you can provide an option that might be cost-effective for the urgency. The more options, the more likely you will close the sale today. If you model the costs correctly, and have several options available, then you can provide a level of flexibility that the customer pays for.

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37 Trends

38 Cost & delivery Who pays?

39 Time has become a more important driver for e-commerce than price, but price remains most important in choice of a website Is willing to pay more for 24/7 delivery Is willing to pay more than 10 for delivery 7% 9% Source: Insites Consulting

40 What about Free Delivery? Profit potential in free shipping offers are: Increase in the total number of orders. Average revenue per order may increase. Item prices could be raised resulting higher gross profit. With larger volume, per-order costs may decrease. The downside risks inherent in free shipping offers are equally large. They include: The revenue per pound may be too low for shipping discounts. Additional gross profit may be insufficient to replace lost shipping revenue. Some customers may comparison-shop free shipping deals.

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42 Cooling-off period EU: 14 days When you exercise the right of withdrawal, you are obliged to resend the product to the trader within 14 days. The consumer bears the cost of the return shipping unless agreed otherwise or if the trader has not informed them of this obligation. Retailers and e-tailers must now provide a standard cancellation form to consumers for requesting return. The best options are to provide a web link to either a request form which can be completed online or a web page that can be printed and completed offline.

43 Developments in the return process Europe: cooling-off period of 14 days. Australia, USA and the UK we see a clear trend towards a cooling-off period of days. Around 60% of the USA webshops currently offer a coolingoff period of 28 days. UK webshops provide the most diverse return options: 15% offers at least 3 different ways.

44 How easy is it to return a product from your website? Discussion on policies Do you forecast returns? How do you handle them? How fast does marketable product get back into inventory? Transparency of information on why and how long a customer can return a product

45 How does we fit in? Help in handling goods Help in the return process Delete Dump 2 nd Hand Recover

46 Good to know 1. The webshop constantly reduces lead times 2. He improves reliability of supply 3. Webshops orders more frequently 4. He works on his ETAs (Estimated Time of Arrival) 5. He dreams of a smooth return process

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