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Leaders &
Heroes
THE DELIVERY
CONFERENCE
CHARLOTTE GOERING
Pre-Sales Consultant
eCommerce: the 3 year view from MetaPack
S...
eCommerce – The three
year view from MetaPack
Consumer Research Report & Project Kepler
C O N F I D E N T I A L
2017 STATE OF ECOMMERCE
DELIVERY
3
STUDY
METHODOLOGY
C O N F I D E N T I A L
COUNTRY
AGE
4C O N F I D E N T I A L
HOW DELIVERY INFLUENCES
ONLINE PURCHASING DECISION
of consumers bought goods from
one online merc...
C O N S U M E R S P L A C E A
P R E M I U M O N E X P E R I E N C E
A N D C O N V E N I E N C E – A growing
number of cons...
6C O N F I D E N T I A L
KEY
FINDINGS
P E R S O N A L I S A T I O N I S R I S I N G U P T H E A G E N D A
–
Last year pers...
7C O N F I D E N T I A L
KEY
FINDINGS
D E M A N D F O R T R Y - B E F O R E - Y O U -
B U Y I S S E T T O S U R G E – 57% ...
8C O N F I D E N T I A L
KEY
FINDINGS
T H E A P P E A L O F D E L I V E R Y
L O Y A L T Y P R O G R A M M E S I S
S T R O ...
9C O N F I D E N T I A L
KEY
FINDINGS
OVER A QUARTER (27%) SAID THEY CARED
A GREAT DEAL ABOUT THE ENVIRONMENTAL
TOLL OF TH...
10C O N F I D E N T I A L
KEY
FINDINGS
T H E N E E D F O R S P E E D –
With next-day and same-day delivery now
an establis...
PROJECT KEPLER
12C O N F I D E N T I A L
E - C O M M E R C E A S A S H A R E O F R E T A I L
A M A C R O V I E W
• Customers continue to ...
13C O N F I D E N T I A L
THE MIGHTY A’S
Amazon & Alibaba's scale and investment will
continue to lead the market
INCREASE...
14C O N F I D E N T I A L
A TWO-SPEED WORLD
Acceleration to a polarisation of retail
Sources: MetaPack Research, Wired.com...
15C O N F I D E N T I A L
COLLABORATE OR DIE
Expect strange bedfellows
FRONT -L INE, CUSTOMER -
FACI NG, CO O PERATI ON
• ...
16C O N F I D E N T I A L
FROM OMNI-CHANNEL TO OMNI-EXPERIENCE
Technology will underpin the experiential purchase & new bu...
WHAT DOES THIS MEAN FOR
RETAILERS AND CARRIERS
18C O N F I D E N T I A L
• Experience key to attracting and
retaining customers
• Offer today's advanced services
(same d...
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#TDC18 - MetaPack - eCommerce - The three year review from MetaPack

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The three year review from MetaPack. Learn more about MetaPack's The Delivery Conference 2018 (#TDC18) at the event website https://www.thedeliveryconference.com.

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#TDC18 - MetaPack - eCommerce - The three year review from MetaPack

  1. 1. Leaders & Heroes THE DELIVERY CONFERENCE CHARLOTTE GOERING Pre-Sales Consultant eCommerce: the 3 year view from MetaPack Solutions Theatre LAURA HEIDRICH Marketing Programmes Manager
  2. 2. eCommerce – The three year view from MetaPack Consumer Research Report & Project Kepler C O N F I D E N T I A L
  3. 3. 2017 STATE OF ECOMMERCE DELIVERY
  4. 4. 3 STUDY METHODOLOGY C O N F I D E N T I A L COUNTRY AGE
  5. 5. 4C O N F I D E N T I A L HOW DELIVERY INFLUENCES ONLINE PURCHASING DECISION of consumers bought goods from one online merchant over another because the delivery options were more convenient for their needs 60% expect delivery options to be displayed on the product page 77% of consumers say delivery defines who they always shop with 54%
  6. 6. C O N S U M E R S P L A C E A P R E M I U M O N E X P E R I E N C E A N D C O N V E N I E N C E – A growing number of consumers are now prioritising convenience over cost; 35% of online shoppers say they are happy to pay to get items delivered when and where they want. 5C O N F I D E N T I A L KEY FINDINGS 35%
  7. 7. 6C O N F I D E N T I A L KEY FINDINGS P E R S O N A L I S A T I O N I S R I S I N G U P T H E A G E N D A – Last year personalisation was ranked as an important delivery consideration by just 2% of shoppers. Fast forward to 2017 and 15% now say they expect online providers to know who they are, and to schedule delivery in line with their usual or preferred arrangements. What’s more, almost half (42%) said it was somewhat or very important that they had the freedom to choose which carrier delivers their online purchases, while over a quarter (29%) said that getting their goods delivered wherever they are – and not a fixed postcode – was now a top priority. 42%
  8. 8. 7C O N F I D E N T I A L KEY FINDINGS D E M A N D F O R T R Y - B E F O R E - Y O U - B U Y I S S E T T O S U R G E – 57% of shoppers saying they would be likely/very likely to use a try-before-you-buy service, mastering fulfilment and returns agility - while achieving economies of scale - will be critical for those providers looking to capitalise on this burgeoning opportunity. 57%
  9. 9. 8C O N F I D E N T I A L KEY FINDINGS T H E A P P E A L O F D E L I V E R Y L O Y A L T Y P R O G R A M M E S I S S T R O N G – 79% of consumers say they want the eCommerce websites they shop with to offer a delivery loyalty programme, so they can benefit from faster/free delivery – and 86% of these went on to say this ‘VIP style’ membership would incentivise them to shop more exclusively with eCommerce sites. 79%
  10. 10. 9C O N F I D E N T I A L KEY FINDINGS OVER A QUARTER (27%) SAID THEY CARED A GREAT DEAL ABOUT THE ENVIRONMENTAL TOLL OF THEIR ONLINE DELIVERIES – with a further 47% saying they were conscious these contributed to increased traffic congestion and carbon emissions. T H E R I S E O F T H E C O N S C I E N T I O U S C O N S U M E R – A significant number of consumers are ethically motivated and concerned about how the decisions they make as shoppers, impact society. Given that 71% of consumers said they would like to have all their online orders delivered in one go, a consolidated delivery approach by retailers and brands is likely to meet with overwhelming approval by conscientious consumers.
  11. 11. 10C O N F I D E N T I A L KEY FINDINGS T H E N E E D F O R S P E E D – With next-day and same-day delivery now an established practice, consumer hunger for ever faster delivery options continues unabated. More than half (52%) ranked fast delivery as their top or second most important priority – up from 30% of last year’s respondents. 52%
  12. 12. PROJECT KEPLER
  13. 13. 12C O N F I D E N T I A L E - C O M M E R C E A S A S H A R E O F R E T A I L A M A C R O V I E W • Customers continue to focus on cost, quality and convenience, which drives the sustained growth of e-commerce. • MetaPack expect the e-commerce share of retail sales to hit 20% by 2020 in some developed countries. • New technology raises the bar but doesn’t change the fundamentals • Increase proliferation of new carrier and PUDO services • All vendors in the eCommerce ecosystem will need to respond faster and with greater flexibility VELOCITY & PROLIFERATION Fundamentals unchanged & trends to set to accelerate 7.6% 8.5% 9.3% 10.0% 10.7% 11.3% 3.6% 4.3% 4.9% 5.5% 6.1% 6.5% 0% 2% 4% 6% 8% 10% 12% Average of 2013 Average of 2014 Average of 2015 Average of 2016 Average of 2017 Average of 2018 Developed World Developing World Sources: MetaPack Research, eMarketer.com
  14. 14. 13C O N F I D E N T I A L THE MIGHTY A’S Amazon & Alibaba's scale and investment will continue to lead the market INCREASED VERTICAL I NTEGRATI ON • Amazon spends $17B each year on R&D • Alibaba paying $807M to acquire Cainaio • Amazon Logistics has 7% of UK parcel market MO VI NG I NTO NEW MARKETS • Amazon’s spending $3B in India alone • Amazon is the largest apparel retailer in the U.S. with revenues of over $16B Sources: MetaPack Research, VOX Media, eMarketer.com A M A Z O N ’ S G R O W I N G S H A R E O F U . S . E - C O M M E R C E R E T A I L
  15. 15. 14C O N F I D E N T I A L A TWO-SPEED WORLD Acceleration to a polarisation of retail Sources: MetaPack Research, Wired.com, JD Sports, CNBC M I D D L E B E G I N S T O F A L L O U T Amazon sets the hygiene standard for customer experience. In the 2017, stalwarts like RadioShack and Toys R Us have filed for bankruptcy protection. Retailers and Brands are fighting back by meeting minimum standards and then innovating around the buying experience to differentiate. C U S T O M E R S E G M E N T O F O N E Micro-segmentation is driving LTV. Netflix provides dynamic segmentation to over 100m customers. S O M E C U S T O M E R S A R E M O R E V A L U A B L E T H A N O T H E R S JD Sports and John Lewis know that for some brands a small portion of customers drive the majority of their margin.
  16. 16. 15C O N F I D E N T I A L COLLABORATE OR DIE Expect strange bedfellows FRONT -L INE, CUSTOMER - FACI NG, CO O PERATI ON • Increasing popularity of loyalty programs - Amazon Prime members spend on average 4.5 times more than non-members • Joint ventures used to create value – Lazada, Uber & Netflix JV in Singapore, the worlds most developed e-commerce market. Business model innovation is necessary. • Abstraction of customer preferences BACK -END SYNERGIES • Smart Sourcing – local, green & unique • Dynamic delivery & returns – Adidas partner program & aggregation of final mile • Reduce & reconfigure the real-estate portfolio– asset sharing • Analytics increase margin and improve customer experience – Semantic search engine by WalMart • Automation improve productivity – Ocado have seen significant improvements in picking productivity through robotics. Sources: MetaPack Research, Bloomberg, Wired.com, CNBC
  17. 17. 16C O N F I D E N T I A L FROM OMNI-CHANNEL TO OMNI-EXPERIENCE Technology will underpin the experiential purchase & new business models Social & Influence Six in 10 users will purchase based on the social media • Facebook accounts for 64% of total social revenue. • Instagram engagement is 58x higher than other platforms. Discovery Product discovery is transforming retail. • Subscription models • Curated buying • Virtual fitting room & image recognition • Try before you buy Stores matter Physical spaces just as important to millennials • Increase visibility • Expert advice • Click & collect Mobile Device of choice bridges the digital and physical • Increasingly popular buying channel • Used in store for research • Chatbots delivered by mobile messaging tools like WeChat Forward-thinking retailers will concentrate their efforts on creating a path to shop that responds to customers’ demands, integrating in-store technology, mobile, cloud, analytics and social media in a unified system to boost customer engagement. Sources: MetaPack Research, Retail Next, Adweek, CNBC
  18. 18. WHAT DOES THIS MEAN FOR RETAILERS AND CARRIERS
  19. 19. 18C O N F I D E N T I A L • Experience key to attracting and retaining customers • Offer today's advanced services (same day, options,..) as standard • Grant customers visibility and control over deliveries • Willingness to collaborate in order to compete with Amazon IMPACT ON THE DELIVERY MARKET Ada ptio n required 77%60% Carrier 60% Retailer • Dominant volume share of big five globally • Explosion of last mile services and asset sharing in the middle mile • Cost pressure tackled with better asset management, collaboration and data investment
  20. 20. Thank you

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