Dries Jaspers - Bpost international - eFashion2014
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Levering en retours als boost voor je omzet Dries Jaspers Regional Sales Manager
description
Transcript of Dries Jaspers - Bpost international - eFashion2014
Levering en retours als boost voor je omzet
Dries Jaspers Regional Sales Manager
groei
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Worldwide B2C ecommerce sales is expected to increase by 20.1% in 2014
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Consumers are well informed and become more demanding
Social media influences online purchases
FEEDBACK
Promote & recommend
‘I share my + experience’
CONVERT
Trigger
‘I realize I need something’
Search & evaluate
‘I decide why I want’
Buy
‘I buy what I want
DELIVER
Delivery service ‘I receive
what I bought’
Consume
‘I open and use my purchase’
Return
‘Decide I don’t want
it’
Consumer e-commerce journey Touch points during decision moments
Delivery and returns are also main criteria's when it comes to repeat buying
Source: E-commerce and delivery. A study of play of EU parcel markets with particular emphasis in e-commerce.
Considered important
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Living room
=
fitting room Living room = fitting room
Ladies wear represents the highest returns
Children’s wear – electrical 10 – 20 %
Footwear – menswear 20 – 30 %
Ladieswear – occasional wear 30 – 60 %
10% ordered different styles
14% ordered a few different sizes
35% wrong size – doesn’t fit
19% no main reason
What do your customers want?
“I don’t want to pay when I return a product”
“I don’t want too much hassle to return my purchase. The return point should be close to my house. ”
“Please pay my refund as soon as possible.”
“I want enough time to think and decide if I want to return my purchase.”
“Good communication”
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Add relevant product information
Offer a digital fitting room
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Optimize your delivery service
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Offer your customers a fluent return pocess
Tracking item to country of destination EU28 customs clearance
No tracking
Tracking to country of destination
Tracking on item & scan at door
≤ 2
kg
Tracking on item to scan at door & signature
Tracking an item to scan at door & signature
Int’l customs clearance = landed cost solution
≤ 3
0 k
g
SERVICE
BASKET VALUE
Tracking on item & scan at door
≤ 5
kg
bpost network in Belgium
@home @bpost
@bpack24/7
Zalando filmpje
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Thank you for your attention!
Let’s meet
20
+32 2 276 50 90!
www.wemoveyourideas.com!
www.bpostinternational.com
