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!

Dries.jaspers@bpost.be!

www.bpostinternational.com