Saturday, November 29, 2014

Crossborder e-commerce reports

Usually I publish the "cross border e-commerce" reports, I run into at the internet at either my twitter account or my slideshare account. But sometimes it is convenient to have a summary of direct downloads. So, some direct downloads, just because it is almost Christmas :)

Forrester released a report (paid by metapack) about the relation between delivery options and e-commerce success in France, UK and Germany. A download via my dropbox here.

I discovered that Pitney Bowes often has interesting reports and white papers. This one is a document that helps US retailers to reach consumers around the globe. But it is not only interesting for US retailers. For everybody who wants to understand customer and e-commerce differences around the world this is a useful document. It gives differences per country in purchase behavior and other localisation considerations. A direct download via my dropbox here

Shop the world from DHL is a great 339 (! that must have been lot's of work) page document about cross border e-commerce! A truly global ecommerce document. I hope DHL is just as good as delivering parcel's as in writing clear reports, because this one is truly nice to read and really useful in crossborder e-commerce. See country specific information and needs and see what's important in customer journey's around the world. See if German's still do not like to pay with credit card or if the French still like (a little bit) ordering by catalogue and if the Dutch use marketplaces or prefer local websites. It's all in this document.

Domain names -often forgotten- in global marketing, are an important factor for SEO and credibility. A lot is going on in the domain name industry. New top level domains are being introduced at this moment. This report from Speednames, tells you where to pay attention at in the world of global domain names.

Did you know that in Canada, Italy (?) and the Netherlands and Switzerland the percentage of e-commerce orders placed in the local language is much lower then in other countries? Besides that this presentation (so no report) gives information about global payment methods and what to use in which country. Download the presentation here

Yes, our friens at Pitney Bowes gave another presentation/webinar about global e-commerce. The PDF download itself is not so interesting as I expected. Maybe the presentation itself was. However, download here to see how pitney bowes thinks about making a profitable global e-commerce

This report from Global Web Index, gives a summary (not an extensive reports) at the most used social media networks in the world and it has a special section of social media usage in China.

A video about Global Shopping. Australians buy a lot of autoparts, luxury goods work everywhere because of brand recognition. An interview with Craig Reed (yes, Pitney Bowes again) about global shopping:

According to this report from "Postnord" about e-commerce in Scandinavia, the Norwegians are the most frequent cross border buyers with 54 percent that purchases online from abroad. But only 22 percent of the Swedes purchases from abroad. Norwegians spend 3565 SEK each quarter when buying online, that's about 384 euro's! This and much more in this Nordic e-commerce report.

And here is a 30 mb file about e-commerce in Russia.The Russian post is still underperforming, but alternative delivery providers are coming up. Cross border sales are growing dramaticaly especially from China. Russians are extremely active at the web. A comparisment with other countries is made in this report. A must read for everybody who is interested in Russian e-commerce.

Book review: The Amazon Way

I am reading the book "The Amazon Way, 14 leadership principles behind the wolrd's most disruptive company".
I am not going to write down all 14 principles, just buy the book if you are interested in that. The book is well written and you can read it in a few hours.

I just shortly summarize a few phrases from the book, that I find interesting. 

Reading the book is a bit ambivalent, while when I was visiting Amazon in Germany, earlier this year, I did not recognize the open and innovative culture, the book describes. 

However, the book is a motivator for anybody who is creative, customer centric and e-commerce and trend driven. 

Long before the the complete vision of Amazon was ready, these two principles is where it all started from.

  • When a company makes a customer unhappy, she won't tell a friend, or two, or three....she will tell many, many more and
  • The beste customer service is "no" customer service, because the beste experience happens when the customer never has to ask for help at all.

For Jeff Bazos, the founder of Amazon, it is important not to focus at margin's. Focus at the "free cash flow". This is done because Jeff believes that the internet potential for growth is still enourmous. For him it is 1889.

The Amazon, flywheel effect (by the way also the only "picture"in the book

The Andon cord is a concept , originally invented by a Japanese car manifacturer. So imagine if you work in a busy car plant and you notice that the widget you are installing is broken, you can reach up and pull the "Andon cord". Immediatly the whole assembly line stops. Amazon made a digital version of the Andon cord. When people in the retail group don't provide the right data for the customer or enter a product description that is inaccurate, the customer service department can remove the product from the website. "Fix the defect or you cannot sell this product". This is power to the consumer!
From a my personal experience, I think we could have used this method also a few times. If you think long term and about returning customers, this is a method that works very well.

The book has also many examples of social webcare. Methods that nowadays are used by many companies (but many still do not!!) Amazon was already pioneering with social webcare long before others did so. The book explains a situation where they noticed somewhere at the web, a customer experienced poor video playback, while watching a video via Amazon Video on Demand. Amazon pro-actively contacted the customer and refunded the amount. 

Amazon does not do things "small", Amazon started by "scanning" the books they sold. This is very convenient for customers, so customers can browse a few pages of a book, before buying it. This was a very costly programm to setup and in that time took up a database of 20 terabytes. Amazon says "if we had tried it in a tentative way or at a small number of books, say 1000 or 2000, it would not have gotten the PR and full customers perception".  
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