A world of
opportunities...
...a pocket guide to
cross-border e-commerce
1www.asendia.com
E-commerce continues to grow
worldwide and this growth spans the
continents – in 2013, the European
and N...
2 3www.asendia.com
The global retail e-commerce
market is moving fast, constantly
changing as new technology
is introduced...
5www.asendia.com
Europe
Europe is a mature
player in e-commerce,
with long established
infrastructure but also
promising n...
6 7www.asendia.com
The United
Kingdom is an
excellent opportunity
for cross-border
e-commerce, thanks to
its established o...
8 9www.asendia.com
Germany
is a mature
e-commerce market
with an established
cross-border base and
a high turnover. With
t...
10 11www.asendia.com
An ‘Established
and Growing’
e-commerce market,
France offers good
prospects for cross-
border e-comm...
12 13www.asendia.com
Switzerland
Switzerland has
an enthusiastic
consumer base and
excellent infrastructure.
The country h...
14 15www.asendia.com
Italy
Italy is an
up-and-
coming e-commerce
market in Southern
Europe. Since April
2012, Italian e-sh...
17www.asendia.com
Americas
The Americas have a
range of e-commerce
markets with great
growth potential, and
are particular...
18 19www.asendia.com
The USA
is an ideal
entry point
to the region due to its
infrastructure, economy
and common language;...
20 21www.asendia.com
Brazil
offers
great
opportunities for
e-commerce retailers.
Described as a ‘Next
Generation’ e-commer...
23www.asendia.com
The Asia-Pacific Region
consists of a number of
booming economies and
large online markets,
which are id...
24 25www.asendia.com
Australia
The
Australian
market has
several unique factors
that make it attractive to
overseas retail...
26 27www.asendia.com
China
With a
growing
economy
and an emphasis on
globalisation, China
has a large, developing
e-commer...
28 29www.asendia.com
Asendia’s tips for cross-
border e-commerce
When embarking upon or building
your cross-border e-comme...
30 31www.asendia.com
Treating your customers well
The way that you treat your customers
will have a significant impact upo...
32 33www.asendia.com
Asendia -
Who we are
Asendia is one of the world’s leading
international mail and goods shipping
prov...
Asendia is an international partnership between La Poste and Swiss Post.
From 15 different countries on three continents, ...
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A pocket guide to cross border e-commerce.
Cross border ecommerce, figures, possibilities, and statistics.
Focus points per country.

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E-commerce-pocket_guide_2014

  1. 1. A world of opportunities... ...a pocket guide to cross-border e-commerce
  2. 2. 1www.asendia.com E-commerce continues to grow worldwide and this growth spans the continents – in 2013, the European and North American e-commerce market grew by €52bn (17%) and €34bn (12%) respectively, but the most significant growth was in the Asia Pacific region (€79bn or 30%) and the rest of the world (€11bn or 26%). While established economies offer many opportunities, thanks to excellent infrastructure, these figures also indicate the importance of the emerging markets. These are benefiting from increased internet access and a retail experience focussed online rather than upon traditional bricks and mortar. However, there are some barriers to consumers buying cross-border, and these are mainly focussed upon concerns over extended delivery times, how to return goods and their legal rights. At Asendia we help businesses to overcome some of these barriers to international e-commerce through providing the service, support and advice to get your products to where they need to be, safely, securely and cost efficiently. In this guide we have highlighted some of the hotspots for e-commerce around the world, where there are significant opportunities for B2C e-commerce businesses. We have also included advice on how to choose the next international destination for your business and how Asendia can help you achieve your goals. Manuel Bonnin, Head Of Industry, Distance Selling & E-Commerce, Asendia The world is getting smaller and with every year the barriers to global retail and B2C e-commerce are broken down, presenting new opportunities for businesses to find new markets for their products right across the globe.
  3. 3. 2 3www.asendia.com The global retail e-commerce market is moving fast, constantly changing as new technology is introduced and emerging economies improve infrastructure and increase their spending power. With 35% global internet penetration and nearly 2 billion social network users, the internet has made the world a smaller place, and as mobile penetration reaches a staggering 93% across the world, m-commerce could be the future of the market. Universally popular products bought online include health and beauty items, fashion and electronics. This guide is broken down into three regions, Europe, Americas and Asia-Pacific, and then considers some of the countries that offer the best growth prospects in each of these. Europe performs strongly in logistics and infrastructure, and has several mature e-commerce markets, especially in the West. You could target the growing middle classes in the Americas, who are enthusiastic smartphone and social media users, or explore the diverse Asia-Pacific region, which offers large, emerging marketplaces with sound economic growth. A world of opportunities €218 billion online sales More on p27 CHINA 61% of population shops online More on p7 united kingdom 53%smartphone penetration More on p15 ITALY €1420 Average spend per e-shopper: More on p11 france$268 billion online sales More on p19 united states of america 100 millioninternet users More on p21 brazil Worldwide B2C e-commerce sales are projected to increase by 20% to €1.1trn (which is nearly three times Poland’s total GDP) this year alone, so we invite you to take a look through our guide and see where your business could be missing an opportunity. After all, The World is Your Address. 23% of e-commerce shoppers bought from overseas More on p9 Germany €5.1bn spent online More on p13 switzerland AUD $2108 Average spend per e-shopper: More on p25 AUSTRALIA
  4. 4. 5www.asendia.com Europe Europe is a mature player in e-commerce, with long established infrastructure but also promising new markets. As many countries adopt technology early, 64% of the entire continent’s population has access to the internet and e-commerce grew by 21% in 2013. Several European countries are ranked in the top twenty worldwide for logistics performance and thanks to the relative population density of the continent, transport links are particularly efficient. The European Union is comprised of 28 member states and guarantees free movement of goods, services and capital within its borders, easing cross- border e-commerce between EU countries. The Eurozone, made up of 18 EU member states, provides a single, internationally recognised currency market that removes the complexity of exchange rates and improves price stability. Neighbouring European countries that are not part of the EU, such as Norway, do have close economic ties and agreements with the Union, which can be useful when entering those markets. Many of the best established e-commerce markets, such as the United Kingdom, France and Germany, are situated in Western and Central Europe, an area that turns over an estimated €236bn in e-commerce per year. Newer markets, such as Greece or Eastern European countries, are benefiting from improving internet penetration and a younger population who is very keen on the internet and social media. Ranked 1st in Europe for e-commerce sales United kingdom Share of the population that shop online: 48% France 15% E-commerce growth in 2013: italy Europe is both a well-developed and growing market for e-commerce. With the region pulling through the recession, its open borders and common currency make it an ideal market for retailers. David Alexandre Krupa, Sales Excellence Manager, Asendia 4 Average spend per e-shopper: €1750 switzerland E-commerce penetration in 2012: 77% germany
  5. 5. 6 7www.asendia.com The United Kingdom is an excellent opportunity for cross-border e-commerce, thanks to its established online and offline infrastructure. It has the highest e-commerce penetration in Western Europe and is ranked first in Europe for global e-commerce. The UK is particularly good for m-commerce, with a high smartphone and tablet penetration. M-commerce is currently worth 20% of e-commerce and expected to deliver a €5.5bn boost to the UK economy by 2016. Health and beauty products and clothes are popular purchases via mobile devices. UK internet users are also enthusiastic social media users. Alongside a good logistics base, the UK has the highest e-commerce spend per capita. Online retail is a growing share of total retail and the country’s GDP with 25% of disposable income spent online. Product categories that are particularly successful when British shoppers buy cross- border include clothes and accessories, health and beauty products, and electronic items. As well as buying from the USA and China, British consumers also turn to French, German and Irish websites and credit and debit cards are by far the preferred payment method in the UK. United Kingdom 72% E-commerce penetration in 2012: 5.0% E-commerce share of GDP: GDP: €1,780bn/$2,471bn Official language: English Population: c. 62.3mn Currency: Pound Sterling (£) As a mature market UK shoppers are increasingly willing to pay for premium online memberships to their shopping channels, which often include a range of flexible delivery options as benefits. Dale Ridings, E-Commerce Business  Development Manager, Asendia USA 61% Share of the population that shop online: €2466Average spend per e-shopper €96.2 billion in Europe for e-commerce sales 1stRanked 13.7% E-commerce share of total retail:
  6. 6. 8 9www.asendia.com Germany is a mature e-commerce market with an established cross-border base and a high turnover. With the highest e-commerce penetration in Central Europe, the economy is strong and there is a good culture of buying abroad: 23% of German e-shoppers have bought from other EU countries and 25% bought from North America. Consider targeting a younger or middle-aged demographic as 91% of the 30-49 age group buy online. Smartphone use is high and tablet penetration is projected to reach 29% by 2016, so m-commerce is worth exploring alongside traditional e-commerce. Look at alternative payment systems when approaching this market, as three quarters of German shoppers prefer to pay by invoice or micropayment systems. PayPal is also beginning to flourish among the top e-sellers. Books and fashion are the most frequent products bought online in Germany, while Amazon, Otto and Idealo are among the most popular online retailers. Online shopping clubs are popular in Germany, with 70% of German internet users being aware of them. Germany has an impressive logistics infrastructure and is the second largest European market for distance selling. Germany 77% E-commerce penetration in 2012: GDP: €2,618bn/$3,635bn Official language: German Population: c. 81.8mn Currency: Euro (€) Germany offers many opportunities for clothing retailers with close to half the population shopping online for fashion. Asendia can help you develop a clear returns policy for success in this market. Hubert Schagerl, Key Account Manager, Asendia Austria 46% Share of the population that shop online: €1300Average spend per e-shopper in Europe for e-commerce sales 2nd Ranked
  7. 7. 10 11www.asendia.com An ‘Established and Growing’ e-commerce market, France offers good prospects for cross- border e-commerce. It is regularly ranked high in e-commerce statistics, thanks to its healthy market size, internet use and language that is widely spoken in several countries. An estimated 76% of internet users shop online with 15% buying cross- border, mainly within the European Union, and the country’s logistics infrastructure is rated highly for competence and timeliness. With internet sales increasing 13.5% between 2012 and 2013, France is gradually taking up a wider range of online payment systems, though payment by bank card and PayPal are by far the most common. Only around 10% of French e-buyers return their purchases and personalised and printed catalogues are popular ways of building a loyal customer base. Amazon and Cdiscount.com are big online retailers in France and fashion and high-tech products are popular among French consumers. Smartphone penetration is increasing, but only 5% of online sales are currently through tablet or phone, so prioritise a desktop version of your e-commerce website. Social media is particularly prominent in the French market and establishing a social media presence could be vital for your cross- border venture. France is one of Asendia’s speciality destinations and you can find out more about our expertise in the country at www.asendia.com/market France GDP: €1,969bn/$2,735bn Official language: French Population: c. 65.4mn Currency: Euro (€) 90% of French online shoppers like to have a choice of delivery options, which is why Asendia offers our Pickpoint delivery option. Laetitia Arfi, Head of E-commerce & Retail Sales, Asendia UK 2.21% E-commerce share of GDP: Ranked 3rd in Europe for e-commerce sales 48% Share of the population that shop online: 55% E-commerce penetration in 2012: €1420Average spend per e-shopper 4.5% E-commerce share of total retail:
  8. 8. 12 13www.asendia.com Switzerland Switzerland has an enthusiastic consumer base and excellent infrastructure. The country has four national languages and many Swiss consumers are competent in English, so think about accommodating a range of languages. Switzerland has good internet access (85%), with a strong 4G network. Swiss e-commerce spend hit €5.1bn in 2013 and it had the fifth highest e-spend per capita in the whole of Europe in 2012. Swiss consumers are increasingly looking cross-border when they are buying online: in 2013, €823m was spent on foreign e-commerce sites, particularly from neighbouring countries like Germany (amazon.de is the third most popular online retailer in Switzerland). Competitive pricing and a better range of products are key drivers when buying cross- border. Electronics and clothing account for over 55% online sales in Switzerland, but like Germany, the return rates can be high. Swiss m-commerce activity is picking up; 10% of e-sales are completed on mobile. Swiss consumers prefer to pay by invoice, which accounts for nearly 90% of online payments. Asendia is uniquely placed to deliver in the Swiss marketplace – find out more by downloading our whitepapers at www.asendia.com/market €1750Average spend per e-shopper 9.7% E-commerce growth in 2013: €658m Asendia can offer you a range of support when entering the Swiss market, including customs clearance and VAT services. Kai Schotten, Key Account Manager, Asendia Germany GDP: €469bn/$651bn Official languages: French, German, Italian, Romansh Population: c. 8mn Currency: Swiss Franc (CHF) 66% Share of the population that shop online: spent on overseas goods in 2013
  9. 9. 14 15www.asendia.com Italy Italy is an up-and- coming e-commerce market in Southern Europe. Since April 2012, Italian e-shoppers have increased by more than 50%, reaching 13.6 million, and with smartphone penetration at 53%, m-commerce looks to be a growing trend in the country. E-commerce penetration in Italy is currently around 15%, which suggests an untapped market beginning to benefit from improved internet access. Over half of e-shoppers use social media, so using these channels of communication could help your e-commerce venture. However, it is essential to localise your content for Italy as Italian consumers tend not to engage when their language is not used. Successful e-commerce industries in Italy include fashion and consumer electronics (Amazon and eBay are very popular sites). 73% of Italian e-shoppers prefer to use their bank card to pay online, with 18% using PayPal. Over 75% of e-shoppers are ‘heavy buyers’, making at least four online purchases in the past six months. 60% of Italian consumers rely on reviews before purchasing, so ensure you have as good a reputation as possible in the marketplace. Ranked 2nd in Southern Europe for e-commerce sales €797Average spend per e-shopper GDP: €1,128bn/$1,566bn Official language: Italian Population: c. 61.2mn Currency: Euro (€) 15% E-commerce growth in 2013: 19% Share of the population that shop online: 60% of online shoppers check reviews before completing their purchase, so consider offering tracking solutions and email notifications to build trust. Hernando Cuadros Cortés, e-Commerce Manager, Asendia Spain
  10. 10. 17www.asendia.com Americas The Americas have a range of e-commerce markets with great growth potential, and are particularly good for m-commerce; the USA alone accounts for a third of mobile transactions globally and smartphone usage is rapidly increasing in Southern America. Northern countries, such as the USA and Canada, are well established as e-commerce markets, thanks to their stable economies, widely spoken languages and excellent infrastructure. The USA and Canada have very high internet penetration rates (80% and 86% respectively) and perform well logistically. E-commerce sales in the region exceeded $431bn in 2013. Latin America is a significant emerging e-commerce market, which is readily embracing booming internet penetration. The middle class is growing quickly in many South American countries, which is fuelling growth in B2C e-commerce sales. The Americas are fantastic for cross- border e-commerce with developed countries such as Canada and South American consumers who are looking abroad for quality products at competitive prices. Online sales: $28.8 billion(USD) brazil 200 Population of more than million brazil 16 $268bn Online sales: united states of america E-commerce penetration in 2012: 78% united states of america Be aware of customs controls on imports in some countries and ensure that you choose relevant products for the market. Mark B. Feinstein, Senior Vice President, Business Development, Asendia USA
  11. 11. 18 19www.asendia.com The USA is an ideal entry point to the region due to its infrastructure, economy and common language; however also consider Spanish, a language spoken by around 10% of the population. The country provides a large online market, which is helped by its high internet penetration (80%). American e-shoppers prefer to use credit or debit cards when buying online. Amazon, Apple and Wal-Mart are the most popular online retailers in the USA. With 59% of the population shopping online, e-commerce penetration is very high at 78%. M-commerce is also flourishing: a third of all mobile transactions in the world are made in the United States, totalling $24.6 billion (14% of m-purchases are made in a store and 6 in 10 ‘showroomers’ buy online after visiting a store). Smartphone usage was estimated at 61% in 2013 and tablet penetration is expected to reach 41% by 2015, so try to provide a multichannel retail experience. The country’s logistics performance is excellent and is rated first in the region. As an established and growing market ranked third in the world for global e-commerce, the strength of the USA’s infrastructure makes it a particularly appealing cross-border e-commerce market. United States of America GDP: €12,100bn/$16,803bn National language: English Population: c. 310mn Currency: US Dollar ($) E-commerce growth 2013: 13.4% 5.4% E-commerce share of total retail: $594Average spend per e-shopper per year US consumers are now looking for value over price: delivery time, confidence and more. Our partner eShopWorld proposes fully managed services from e-commerce Platform to Customer Service. Patrik Hagberg, Sales Manager, Asendia Nordics $268bn Online sales in 2013: 63% Mobile commerce grew by in 2013
  12. 12. 20 21www.asendia.com Brazil offers great opportunities for e-commerce retailers. Described as a ‘Next Generation’ e-commerce market, the country ranks eighth in the ‘global retail e-commerce’ list, above several well established countries. Technologically, Brazil is far ahead of its Latin American and Caribbean neighbours with approximately 100 million internet users at the end of 2013 and an estimated 50 million shopping online in 2013. It is estimated that by 2015, half of the Brazilian population will have internet access on their smartphones. Household products, books and magazines are popular products for Brazilian e-shoppers, and electronic items are commonly bought via mobile devices. CompraFacil and MercadoLibre (known as the ‘Brazilian eBay’) are the most used online shopping platforms in the country. Alternative methods of payment are not yet established in Brazil, so credit and debit cards are the most common forms of payment. E-commerce sales in Brazil totalled $28.8bn (USD) in 2013. With a growing middle class and younger age groups that are avid social media users (86% of internet users regularly use a social network) Brazil is a prime target for overseas e-retailers. Brazil 49% E-commerce growth in 2013: E-commerce penetration in 2012: 35% 63% (2012-2015) Forecast e-commerce Growth: in the Americas for logistics performance 4th Ranked GDP: €1,622bn/$2,253bn Official language: Portuguese Population: c. 201mn Currency: Brazilian Real (R$) Online sales: $28.8billion (USD) Price comparison web sites are very popular in Brazil so ensuing price competitiveness alongside flexible and inexpensive delivery is essential. Jerry Leung, General Manager, Asendia Hong Kong
  13. 13. 23www.asendia.com The Asia-Pacific Region consists of a number of booming economies and large online markets, which are ideal for cross- border e-commerce. The region has undergone significant development in e-commerce in recent years thanks to government encouragement and investment, and due to mobile usage overtaking fixed line penetration, m-commerce could be a crucial part of the sector in the future. Australia is an ‘Established and Growing’ market, aided by its commonly spoken language, stable economy and a high level of disposable income among consumers. Like many other countries in the Asia-Pacific Region, Australia has a low level of local competition, which is ideal for cross- border e-commerce merchants. Large Asian markets, such as China and Japan, are world-leading in global e-commerce, while smaller markets include Singapore, Hong Kong and New Zealand, are just on the cusp of embracing e-commerce but already have excellent infrastructure in place. The Asia-Pacific Region GDP: china 1.33 billion Population: china australia 75% Internet penetration in 2012: AUD$2108 Average spend online australia 22 A dynamic and diverse market with many emerging economies that have already embraced the internet and are demanding branded products from overseas economies. Dieter Pluess, CEO Asia, Asendia Singapore $8227 billion (USD)
  14. 14. 24 25www.asendia.com Australia The Australian market has several unique factors that make it attractive to overseas retailers. The strong economy and a high level of disposable income ensure that, while the population is relatively small, its consumers have greater spending power than many comparable markets in the region. Global brand awareness is good in Australia and a generous imports policy exempts products worth less than $1000 (AUD) from duty, sales tax and customs service fees. The country’s logistics infrastructure is also good. 49% of Australians use a smartphone and social media is well established (over 60% of the population use Facebook). Australia’s online purchases reached AUD $37.1bn in 2013 and its share of total retail is expected to reach 8.9% by 2016, representing steady and stable growth. More than 50% of shoppers like to shop overseas and successful sectors include fashion, entertainment and technology. Amazon and eBay are frontrunners in Australian e-commerce. It is important to note the limited local competition, high prices and relatively short retail opening hours in the country which makes e-commerce such a great opportunity in Australia. Predicted e-commerce share of total retail (2016): 8.9%Smartphone penetration in 2012: 49% 75% Internet penetration in 2012: in the world for global retail e-commerce 9th Ranked GDP: €1,103bn/$1,532bn National language: English Population: 21.5mn Currency: Australian Dollar (AUD$) With limited local competition and its geographical situation (island) many Australians turn to the internet to extend their shopping experience and find overseas brands not available locally. Lloyd Webber, Sales and Marketing Director, Asendia UK AUD$2108 Average spend online per year
  15. 15. 26 27www.asendia.com China With a growing economy and an emphasis on globalisation, China has a large, developing e-commerce market, often seen as being first in the world for its potential, due to its size and demand for Western products. Despite only half of the population using the internet, e-commerce penetration is already at 20% and growing: with online sales due to reach $540bn (USD) by 2015, China’s e-commerce expenditure is expected to overtake the USA’s. Smartphone penetration is 74% (55% of internet users have made a mobile payment) and credit card adoption has boomed in recent years, which has helped China’s rapid e-commerce growth. Cross-border shoppers are integral to the growth of the market; Chinese e-shoppers buy more frequently than European and American consumers, and purchase from foreign retailers if their products are cheaper or cannot be bought domestically. Health and beauty, fashion, and electronics are lucrative sectors for overseas merchants. Chinese e-shoppers tend to use English-speaking sites, but also look at French and Japanese retailers. Within China, Tmall is the most used internet retail platform, which attracts high- profile international brands. 20% E-commerce penetration in 2012: E-commerce share of total retail (2013): 7.5% Chinese online shoppers are inclined to buy cheaper products cross-border. We offer flexible and cost effective solutions based on the value of your goods. Rob Hommes, Account Manager, Asendia Netherlands GDP: €5,924bn/$8,227bn Official language: Standard Chinese (Mandarin) Population: c. 1.33bn Currency: Yuan (¥) Online sales in 2013: billion $300 $840Average spend per e-shopper in 2012
  16. 16. 28 29www.asendia.com Asendia’s tips for cross- border e-commerce When embarking upon or building your cross-border e-commerce strategy we recommend that you consider the following factors to ensure international success. These are building the trust of your customers, making their lives easier and providing superior and friendly customer service. These drivers should be embedded in every part of your business and form the basis of how you engage with and serve your customers. Ensuring that your customers can trust you to provide them with the products and service they expect is crucial. As is ensuring that you make it simple for them to order, pay or return your products. And, of course, as for any retail business, customer service is a key factor in retaining customers and developing a good reputation. Combine these factors throughout your business and you will be on your way to delivering an e-commerce offering that your customers appreciate and recommend. Ensure that your customers can trust what you say Trust is a fundamental pre-requisite for customers purchasing through the internet, even more so when they are buying from abroad and paying for something up front. To overcome this, online retailers need to demonstrate that they can be trusted through their actions and services. Factors to consider when building trust: Right product every time Ensure that you describe your products clearly and in detail so that your customer’s expectations are met when they receive their product and ensure that your packing and fulfilment process is efficient to avoid mistakes and damage to your goods, especially when sending across borders. Reliable Delivery The delivery of your goods is crucial as often it is the only physical contact with your customer. Telling your customers that goods are on the way by offering tracked delivery options, including email notifications, and ensuring that they are delivered on time will avoid disappointment and build their trust. Returns Being upfront about your returns policy is an important factor for a consumer in the purchasing decision, especially when buying from an overseas web site. Your customers need to know that they can return their goods in a simple and hassle free process. Give your customers the option to track and trace their goods, as this will allow you to build confidence and trust
  17. 17. 30 31www.asendia.com Treating your customers well The way that you treat your customers will have a significant impact upon your reputation and repeat business. A friendly attitude and an enjoyable purchasing experience can really make a difference to your sales. Embedding this culture across your whole business ensures that your customers leave feeling positive about their transaction and encourages them to order again. Things to think about when building cross-border customer relationships: Culture Ensure when interacting with your customers that you consider the culture of the country that you have chosen to target. Not all of your products may be relevant and transactions may be carried out differently to how you are used to. For example, some countries prefer to pay for goods on an invoice basis after they have arrived. Language Localising your content is important and especially so in some countries. For example, many Dutch shoppers will be comfortable in buying from a web site written in English however the Italian market demands e-commerce sites that use Italian. Know your customers Knowing and understanding your customers is essential in any market. The data that you build and hold for existing and prospective customers is a valuable asset and should be managed effectively. Make it easy for your customers It is very easy to lose a customer online at the last minute. Making the whole experience as simple and easy as possible will keep your customer engaged right through to the final purchase and ensure that you do not lose that vital sale. Things that will help make it easy for your customers: Choice Offering your customers choice is very important but so is ensuring that they can find what they are looking for through an easy to navigate web site and search function. Your customers are also looking for delivery options that match their busy lifestyles so offering a range of simple delivery choices can help to secure a sale. Currency Localisation Ensure that you provide your customers with the option to buy in their local currency. This makes it easier for them and allows them to quickly make price comparisons. Removing barriers like this is important to concluding a sale, especially when you are competing against local businesses. Customs and Taxation The last thing that you and your customers want is delays caused by your goods being held in customs or additional taxation charges. Make sure that your goods are packaged and labelled correctly and include the right documentation for the destination country. A hassle free returns service can make or break a sale Local knowledge and advice brings you closer to your customers and improves customer satisfaction levels Get your Know-How: Our online Know-How Blog includes a wealth of articles and tips that can help you drive your business more effectively. www.asendia.com/knowhow
  18. 18. 32 33www.asendia.com Asendia - Who we are Asendia is one of the world’s leading international mail and goods shipping providers, offering a diverse range of cross-border services for business and commerce. Formed in 2012 as a joint venture between La Poste and Swiss Post, Asendia draws on the experience and expertise of both of these established and well regarded businesses to deliver mail, packages, parcels and publications around the world. With an extensive international distribution network, which is supported by local knowledge, you can be assured of an efficient and reliable delivery service. Working in partnership with many of the world’s leading e-commerce brands we have helped to optimise the delivery of their goods, improve customer service and provide many cost efficiencies. Additional Services zz Returns Management zz Warehousing and Fulfilment zz Collection and Transport zz Customs Clearance and VAT zz Data Solutions zz Customer Management zz Fully Landed Cost Calculator zz International Payment Solutions Distributes to more than 220 destinations More than 1,100 employees 87% customer satisfaction level Committed to sustainability In partnership with eShopWorld 84% of e-commerce customers are loyal to Asendia And, for retailers looking for a cross-border e-commerce solution covering the entire online shopping experience, from checkout to delivery and product returns, we are pleased to offer advice on our dedicated solution, eShopWorld, which is seamlessly integrated into a retailer’s online shopping platform. Visit www.asendia.com or contact your local representative now at www.asendia.com/contact Global distribution network
  19. 19. Asendia is an international partnership between La Poste and Swiss Post. From 15 different countries on three continents, our specialists deliver goods, publications, letters and marketing letters to over 200 destinations. Contact us at www.asendia.com/contact References and Sources FEVAD Logistics Performance Index (The World Bank) The 2013 Global Retail E-Commerce Index (A.T. Kearney) Borderfree Index (Borderfree) Key Business Drivers & Opportunities in Cross-Border eCommerce (Payvision BV) E-Commerce Payments Landscape (Payvision, The Paypers) Europe B2C E-commerce Report 2013 (Ecommerce Europe) ‘Ecommerce Switzerland grows 9.7% to €5.14bn’ (Ecommerce News) Cross-border E-Commerce Country Report (The Paypers) Swiss Christmas Retail Survey 2013 (Deloitte) Social, Digital & Mobile Around the World (We Are Social) Online Retailing: Britain, Europe and the US 2014 (Centre for Retail Research) ‘Global B2C E-commerce Sales to Hit $1.5 Trillion This Year Driven by Growth in Emerging Markets’ (eMarketer) Netcomm Il Sole 24 Ore KPMG Paypal Brazil B2C E-Commerce Report 2013 Our Mobile Planet Report E-bit GfK This guide is compiled from a variety of sources that are in the public domain including research papers, websites, industry and financial publications and other industry and economic data. These are listed below. It is designed to provide an overview of markets in the regions and countries specified and should not be used as a definitive reference point. This guide is meant for sole use by the recipient and is not for general circulation. We have endeavoured to use reliable and credible sources for the data included however we cannot guarantee its accuracy. It should not be relied upon as such. Due to variations in definitions, dates and time periods data sources should not be used for comparison purposes. This guide and the opinions expressed herein are current at the time of production however may change in the future. © Asendia 2014

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