Buyer generated e-shopping
 attitudes towards distance selling
            Dr. Levente Laszlo
         PostEurop , Head of...
Agenda



   PostEurop – at a glance

   Buyer generated e-shopping – attitudes
   towards distance selling

   Magyar Pos...
Introducing PostEurop

                        48 European Public Postal Operators

                        Linking 800 mi...
Vision


   PostEurop represents the European Postal
   Industry

   It supports its Members throughout the
   evolving ma...
Main Activity Pillars

                                           VISION
     Joost Vantomme / Isabel Tavares




        ...
Organisational Structure

                                 KEY FIGURES
                             • 12 Persons at HQ in
...
Market Activities

   Promoting the value of mail in
   the media landscape
   European Mail Industry Platform
   (EMIP)
 ...
Customer Relationship Management Working Group

MAIN ACTIONS:
  benchmarking activities regarding “value of mail”
 among W...
Buyer generated e-shopping –
         attitudes towards distance selling




9 / 28                            2010 DM Day...
Distance shopping and cross-border purchases (past 12 month)

        38% of all EU consumer made a distance purchase
    ...
Distance purchase in the past 12 months via the Internet
TOP distance purchasers
 73% UK                                  ...
Reasons for online shopping

                                 Convenience is the
                                 main rea...
Enterprises' turnover from e-commerce, 2008 (% of total turnover)

TOP countries : 25% Ireland; 21% Norway; 18% Sweden



...
Enterprises regularly sending e-commerce order, 2008 (%)

          Fewer enterprises located in large countries regularly...
European Parcel market 2016 volume of B2C

            Total market: 3.1 b parcels, EUR 8–11b




Source: TNT, 2009



15 ...
Overview of e-shopping value chain segments
   Home delivery value chain consist of seven main focus
   segments




Sourc...
We need to approach OUR (end)CONSUMERS !




                                  The 21st century
                          ...
Multi-taskers – change of the buyers’ attitude




                                                                      T...
What are people / multi-taskers doing?

                                                                34% of Internet
  ...
Where are purchases being made?
                                                                 Purchase-driving effect o...
Growth Opportunities for Postal Operators
   Parcels could be the leading postal product in the long
  term as mail contin...
Magyar Posta at a glance




22 / 28                       2010 DM Days in Ukraine
Magyar Posta at a glance
 Hungary                   Postal network
    93.000 km2               Headcount: 35,000 employee...
International Customers (strategic overview)
                                                           Be the CEE Compete...
Best Practice – Conclusion

   DE                    Warehousing,                           Home
                         ...
CEE Competence Center -> „Cloud Distribution”




26 / 32                              2010 DM Days in Ukraine
Conclusions


  Parcels may be a bigger market than mail in the
 future for postal operators

  International cooperation ...
Levente Laszlo
 PostEurop , Head of CRM WG

E-mail: laszlo.levente@posta.hu



  www.posteurop.org
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Buyer generated e-shopping, Kiev 2009, PostEurop

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Buyer generated e-shopping, Kiev 2009, PostEurop

  1. 1. Buyer generated e-shopping attitudes towards distance selling Dr. Levente Laszlo PostEurop , Head of CRM WG DM Days in Ukraine, 3-4 June 2010, Kiev
  2. 2. Agenda PostEurop – at a glance Buyer generated e-shopping – attitudes towards distance selling Magyar Posta – at a glance Best Practice and Conclusions 2 / 28 2010 DM Days in Ukraine
  3. 3. Introducing PostEurop 48 European Public Postal Operators Linking 800 million people daily Employing 2.1 million people Retail services – 175,000 counters Representing 30-40% of world mail volumes 3 / 28 2010 DM Days in Ukraine
  4. 4. Vision PostEurop represents the European Postal Industry It supports its Members throughout the evolving market and promotes the industry interest to all stakeholders 4 / 28 2010 DM Days in Ukraine
  5. 5. Main Activity Pillars VISION Joost Vantomme / Isabel Tavares Communication Operational environment Regulatory environment Ronny Kaufmann Market environment Social environment Resources* Philippe Hlavacek Jurgen Lohmeyer Murray Buchanan Jan Sertons Intelligence Ingimundur Sigurpalsson *Lev Razovskiy is responsible for the IT aspects and Joe Gafà for the financial resources aspects under the Resources Transversal. 5 / 28 2010 DM Days in Ukraine
  6. 6. Organisational Structure KEY FIGURES • 12 Persons at HQ in Brussels • 32 Working Groups within the 5 Committees • 400-500 Persons involved in the work of the Association 6 / 28 2010 DM Days in Ukraine
  7. 7. Market Activities Promoting the value of mail in the media landscape European Mail Industry Platform (EMIP) • Gathering the stakeholders of the postal sector Customer Relationships Management • Exchange of best practices on sales & product management (e.g. e- commerce) Stamps & Philately • ‘Europa Stamp’ award every year 7 / 28 2010 DM Days in Ukraine
  8. 8. Customer Relationship Management Working Group MAIN ACTIONS: benchmarking activities regarding “value of mail” among WG members, with special regard to the development and improvement of the DM activities – both domestic and cross-border starting a project for identifying the barriers to the development of cross-border e-commerce linked international services between the WG members; build up of reliable mail/parcel database (information platform); 8 / 28 2010 DM Days in Ukraine
  9. 9. Buyer generated e-shopping – attitudes towards distance selling 9 / 28 2010 DM Days in Ukraine
  10. 10. Distance shopping and cross-border purchases (past 12 month) 38% of all EU consumer made a distance purchase on the Internet 23% used post (catalogues, mail order, etc) 14% made a distance purchase by phone Source: Eurobarometer, 2010 March FI 282 10 / 28 2010 DM Days in Ukraine
  11. 11. Distance purchase in the past 12 months via the Internet TOP distance purchasers 73% UK 42% men and 33% women 70% Germany 55% aged 25-39 and 15% aged 55+ 65% Sweden 90% higher level of education Source: Eurobarometer, 2010 March FI 282 11 / 28 2010 DM Days in Ukraine
  12. 12. Reasons for online shopping Convenience is the main reason for online shopping Lower price is not the dominant criteria for inline shopping 35% see home delivery as important reason to shop online Source: Websurvey France, 2008 12 / 28 2010 DM Days in Ukraine
  13. 13. Enterprises' turnover from e-commerce, 2008 (% of total turnover) TOP countries : 25% Ireland; 21% Norway; 18% Sweden Source: Eurostat, 1/2010 13 / 28 2010 DM Days in Ukraine
  14. 14. Enterprises regularly sending e-commerce order, 2008 (%) Fewer enterprises located in large countries regularly send e- commerce orders to suppliers in other EU country Source: Eurostat, 1/2010 14 / 28 2010 DM Days in Ukraine
  15. 15. European Parcel market 2016 volume of B2C Total market: 3.1 b parcels, EUR 8–11b Source: TNT, 2009 15 / 28 2010 DM Days in Ukraine
  16. 16. Overview of e-shopping value chain segments Home delivery value chain consist of seven main focus segments Source: BCG, 2009 And the most important one is… 16 / 28 2010 DM Days in Ukraine
  17. 17. We need to approach OUR (end)CONSUMERS ! The 21st century consumer is changing its purchase habits! 17 / 28 2010 DM Days in Ukraine
  18. 18. Multi-taskers – change of the buyers’ attitude TOP multi-taskers 77% Denmark and UK Source: Media Meshing: Meet Europe’s media multi-taskers, 2010 73% Germany Multi-taskers: all those who use / access the Internet whilst also 71% Belgium watching TV . 18 / 28 2010 DM Days in Ukraine
  19. 19. What are people / multi-taskers doing? 34% of Internet users are researching on the Internet a product with purchasing purpose 19 / Media Meshing: Meet Europe’s media multi-taskers, 2010 Source: 28 2010 DM Days in Ukraine
  20. 20. Where are purchases being made? Purchase-driving effect of a TV and internet Ads. Two in three say that Internet ads have driven them to make an on-line purchase Source: Media Meshing: Meet Europe’s media multi-taskers, 2010 20 / 28 2010 DM Days in Ukraine
  21. 21. Growth Opportunities for Postal Operators Parcels could be the leading postal product in the long term as mail continues its decline Source: Forrester, UPU, BCG, 2009 21 / 28 2010 DM Days in Ukraine
  22. 22. Magyar Posta at a glance 22 / 28 2010 DM Days in Ukraine
  23. 23. Magyar Posta at a glance Hungary Postal network 93.000 km2 Headcount: 35,000 employees 10 million inhab. Network: 2,744 fixed + 356 3 500 localities „mobile” post offices (serving 1000 settlements) The Company Core business Mail : 1,6 billion pieces / year Corporatized in 1993 Parcel : 5,2 million pieces / year 100% state-owned Financial trans.: 335 million / year Designated USP Revenue: 770 million EUR Business Units Ildikó Szőts, CEO Domestic Domestic Corporate Private Financial International Logistic Customers Customers Services Customers Systems 23 / 28 2010 DM Days in Ukraine
  24. 24. International Customers (strategic overview) Be the CEE Competence Earning the right to play Center for our customers Traditional on international market 2009 - 2012 international mail business 2005 - 2008 - 2004 • strategic partnerships • improving distribution quality • new sales & distribution channels • outbound and inbound • joining REIMS-East activity • tailor-made product portfolio • joining IPC-IDM • UPU products • low cost CEE logistic • joining IPC-EPG network • improvement of the • focusing extensively on the product portfolio customers’ needs • joining Pay-for- Performance EMS • bilateral agreements & partnerships 24 / 28 2010 DM Days in Ukraine
  25. 25. Best Practice – Conclusion DE Warehousing, Home HU delivery,COD, RO CZ packaging Returns Process / procedure Country Operator / subcontractor involved (WHAT?) (WHERE?) (WHO?) Warehousing, commissioning, DE, CZ Customer – Sender (mail order company) packaging, detailed info International transport DE +CZ → HU → RO + Transport company (subcontractor) back (returns) Sorting, labeling, reporting + HU Magyar Posta liability for the process Home delivery (catalogues + RO Designated Operator (mailings, DM and parcels) catalogues < 500g) Alternative Operator (parcels, catalogues) COD upon delivered parcels RO Alternative Operator Return handling and reverse RO Alternative Operator (unsuccessful delivery) logistics Designated Operator (buyers’ returns) Detailed daily reports RO → HU → DE Magyar Posta 25 / 32 2010 DM Days in Ukraine
  26. 26. CEE Competence Center -> „Cloud Distribution” 26 / 32 2010 DM Days in Ukraine
  27. 27. Conclusions Parcels may be a bigger market than mail in the future for postal operators International cooperation within the „e-shopping cluster” among the interested stakeholder => developing cross border solutions => target: buyers Last mile delivery staff can be first mile sales force by identifying the buyers 27 / 28 2010 DM Days in Ukraine
  28. 28. Levente Laszlo PostEurop , Head of CRM WG E-mail: laszlo.levente@posta.hu www.posteurop.org

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