Title: Welkom in Belge Bienvenue en Belgique Willkomen in Belgien
1E-Commerce in Belgium, latest trends and precious
tips Carine Moitier, Expert Consultant
e-Commerce
Co-Founder Bivolino.com
www.cmoitier.com E-Commerce Forum 28-05-2009
2The Retail Trend The E-Com Market Top 10
Lessons out of 10 years
experience
3Retail shifts from a Hit-driven to a Niche
economy -source The Long Tail Chris Anderson
Webtechnology is turning Mass Markets based on
Hits into millions of Niches by combining
infinite cheap shelfspace with real-time info,
buying trends public opinion.
4The Future of the Business Is Selling Less of
More -source The Long Tail Chris Anderson
One-stop-Shopping Brick Mortar and Catalogs
Retailers will have to (are) extend(ing) their
hit-driven business with a variety of online
Niche offerings eiher physical or digital,
MtStock or MtOrder.
5Custom Clothing The Long Tail of
Fashion -source The Long Tail Chris Anderson
Filters recommandation technology will guide
the customer from one-size-fits-all bestsellers
clothing up to the high variety choice in
custom clothing.
6Worldwide 875 mio consumers shop online - Source
Nielsen 12/07
More than 85 of the worlds population with an
Internet connection has already bought something
online. De online worldwide shopping market has
grown for more than 40 for the last 2 years.
Books are the most popular (41) Clothing/Access
ories/Shoes (36) Videos /dvds/games
(24) Flights (24) Electronics (23)
7Belgian e-Commerce Market figures - Source
BeCommerce 05/08
2005 339mio 2006 675 mio 99 2007
989 mio 46 2008 1236 mio 25
expectations A mature market were the whole
belgian population is represented.
8Belgian e-Shops figures - Source BeCommerce 05/08
2007 2100 2008 3100 48 expected 80
e-shops per month 4 e-shops every working day
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10 TOP 10 Lessons out of 10 years
experience
11Lesson 1 THINK BIG, STAR T SMALL STAY
FOCUSED.
12Lesson 2 e-COMMERCE SHOULD BE IN THE HEARTH
SOUL OF YOUR COMPANYs CULTURE
VISION.
13Lesson 3 THE e-COMMERCE BUSINESS IS NOT
JUST ANOTHER CHANNEL.
14Lesson 4 THE e-COMMERCE BUSINESS
IS BUILT ON REPEAT CUSTOMERS.
15- Customers come
- Customers come back
- on any given day, 75 of purchases from
returning customers - repeat customers ordergt 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
-
16Lesson 5 WORD OF MOUTH REALLY WORKS ONLINE.
17Consumers are the New Authorities
Then
Now
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
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19Lesson 6 CREATE REAL VALUE, DO NOT COMPETE ON
PRICE.
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21Lesson 7 MAKE SURE YOUR INVENTORY WEB SITE
IS 100 ACCURATE.
22Lesson 8 CENTRALLY LOCATE YOUR DISTRIBUTION.
23Lesson 9 CUSTOMER SERVICE IS AN
INVESTMENT. (NOT AN EXPENSE)
24- 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
-
25Lesson 10 DONT BE SECRETIVE. DONT WORRY
ABOUT COMPETITORS. JUST DO IT!
26THANK YOU ! info_at_cmoitier.com www.cmoitier.com t
witter.com/cmoitier