Presented by David Jofre Tejada, International Business Development officer of Comercia Global Payments and Claudina Farré, Rep Office of CaixaBank Milan there is a continued growth in e-commerce over retail based shopping with a specific focus on the importance of mobile shopping. They investigated the different types of buyers and delivered a number of conclusions: The buyer today is absolutely non-conformist and there are no barriers between the physical and digital shop. A user of e-commerce uses an average of 2.6 devises to make a purchase and the buyer uses an average of 1.5 channels. The average time buyers spend on apps has increased by 174% and the rate of conversion of multichannel buyer is 20% higher than traditional consumer.

1. ECONOMIC OUTLOOK
and
CUSTOMER BUYING
TRENDS
Como 10th of March
David Jofre Tejada
International Business Development
Claudina Farré
Rep Office CaixaBank Milan

2. David Jofre Tejada
International Business Development
(+34) 618.41.86.86
djofre@comerciaglobalpay.com
www.comerciaglobalpayments.com
@davidjofret
Claudina Farré
CaixaBank Milan Rep Office
(+34) 606.55.05.99
cfarre@caixabank.com
www.caixabank.com

3. Since 2010, Global Payments has partnered with CaixaBank, the largest retail bank in Spain, to offer the best and most efficient merchant acquiring and
payment processing services to merchants in the Spanish market and the Euro Zone.
Comercia Global Payments focuses its efforts on meeting the most demanding needs of today’s businesses and setting the standards for the future
through innovation, continuous improvement and surpassing customer expectations.
Comercia Global Payments
Comercia was born from the strong commitment of two major entities to offer the best and most efficient payment-management service on the
market.
Acquiring Market leader in Spain
244,133 point of sales
24,83% Acquiring market share
34% market share in e-commerce acquiring
€ 31,000 million volume processed

4. US 12%
Slovakia
Atlanta
Toronto
Owings Mills
Niles
Las
Vegas
Maldives Sri Lanka
India
China
Macau
Hong
Kong
Taiwan
Malaysia
Singapore
Brunei
Russia
BIH
Philippines
Ukraine Kazakhstan
Poland
Czech
Rep.
UK
Global leaders in market share
Saõ Paulo
Brazil
UK 20% Russia 20%Canada 20%
#2
Asia
Pacific 25%Brazil
#1, #2 or #3 in
all 11 markets
Czech
Republic 50%
Spain
Spain 24%
#3 #1#1
#6
#1 #1 #2 #3
Unmatched Worldwide Footprint

5. Financial Outlook....

6. Forecast growth of GDP in the EU in 2015 and until 2018 (% variation)
Eurozone: more widespread recovery
22/03/2016 6
3.2
2.2
1.5
1.4
1.4
1.1
0.6
España
UK
Euro Zone
Germany
Portugal
France
Italy
2,1
2,1
1,7
1,7
1,7
1,4
1,2
Total 2015
2,2
2,1
1,5
1,4
1,8
1,4
1,3
Forecasts
2016 2017 2018
2,8
2,1
1,6
1,6
1,4
1,3
1,2

7. Eurozone CPI (% change)
Eurozone: inflation is recovered in the next few years at the
same time the price of oil
722/03/2016
%%
OCT - 15
-1.5
-1.0
-0.5
0.0
0.5
1.0
1.5
2.0
2.5
3.0
3.5
4.0
4.5
n-07 n-08 n-09 n-10 n-11 n-12 n-13 n-14 n-15 n-16 n-17
Forecast
Generalinflation
Advance FEB 16
-0,2%
Note: (*) Excluding energy and fresh food.
Average 2016-17
Generall 1,4
Core: 1,3
Core Inflation*
Advance FEB 16
0,8%

8. Market and customer buying trends....

9. U.K.
Germany France
Netherlands
Sweden
Spain
Italy
Ireland
Austria
Belgium
Denmark
Switzerland
Norway
Finland
0%
1%
2%
3%
4%
5%
6%
7%
8%
9%
10%
11%
0% 5% 10% 15% 20% 25% 30% 35%
B2CE-commercePayments/GDP
Recent Growth Trend
Scale 2011 and Growth in European B2C E-Commerce
(based on merchant location, not consumer location)
DATA BASED ON THE ORIGIN OF THE MERCHANT NOT BUYER
eCommerce per country

10. eCommerce Customers
15,4

11. Changing the buying habits
 Turnover realized by channel in Europe
Físico
3T€
DESKTOP
425B€
MOTO
100B€
MOBILE
30B€
Físico
2,6T€
DESKTOP
661B€
MOTO
53B€
MOBILE
568B€
2011 2018

12. Changing buying trends

13. Peso del eCommerce por país

14. Ecommerce Buyer Profile
HALEY
 Age: 16 – 24 years
 Weights:
 16% of all buyers
 15% of total transactions
 12% the total amount
 Average purchase: 44€
 Shopping habits:
 Low amount activities
 Mail orders and telephone orders
 Don’t buy:
 Superstores and supermarkets
 Travel agencies

15. GLORIA and CLAIRE
 Age: 25 – 34 years
 Weights:
 28% of all buyers
 29% of total transactions
 28% the total amount
 Average purchase: 51€
 Shopping habits:
 Restaurants
 Gambling
 Don’t buy:
 Charity and nonprofit
 Pharmacies
Ecommerce Buyer Profile

16. MITCHELL
 Age: 35 – 44 years
 Weights:
 27% of all buyers
 28% of total transactions
 29% the total amount
 Average purchase: 54€
 Shopping habits:
 Superstores - Especially electronics
 Retail shops
 Don’t buy:
 Transports
 Mail orders and telephone orders
Ecommerce Buyer Profile

17. CAMERON
 Age: 45 – 64 years
 Weights:
 26% of all buyers
 25% of total transactions
 27% the total amount
 Average purchase: 59€
 Shopping habits:
 Hotels
 Rental Vehicles
 Don’t buy:
 Restaurants
 Gambling
Ecommerce Buyer Profile

18. JAY
 Age: >64 years
 Weights:
 4% of all buyers
 3% of total transactions
 4% the total amount
 Average purchase: 64€
 Shopping habits:
 Superstores and Supermarkets – Especially Food
 Travel agencies
 Charity and nonprofit
 Don’t buy:
 Retail shops
 Gambling
Ecommerce Buyer Profile

19. Heavy users:
 The purchases are convenient (76%) and fun (64%)
 They want to be notified by mail: 46%
 Manage the shopping list with a mobile application 35%
 Online Presence very high
 Require flexible collection and return policies.
Buyer Profile

20. Cuious:
 They like to read reviews online before purchasing a
product (71%)
 Spend a lot of time researching before buying
 The media and social networks are essential to
influence them
 It is important to detail the offers and make a good
description of the products.
 Write reviews of products in forums helps build
confidence in buyers.
Buyer Profile

21. Offers Hunter :
 Always seek lower prices
 They believe that the best prices are obtained online
(60%)
 Almost always find better deals than those offered in
stores (54%).
 Or use price comparison websites offer when planning
a trip (47%)
 To reach these consumers, are important strategies that
offer online coupons and free shipping options.
Buyer Profile

22. Fearful:
 Transport costs (38%) and websites with confusing
property (33%) are other barriers to these skeptics
 They can try on items (49%)
 Privacy and security are major concerns for this profile
and are reluctant to give their credit card information
(48%)
 They don’t rely delivery periods (19%)
Buyer Profile

23. To think about....
 The buyer today is absolutely nonconformist.
 Knows there are no barriers between the physical and digital shop
 A user of eCommerce uses an average of 2.6 devices to make purchase
 The buyer uses an average of 1.5 channels
 The average time buyers has increased 174% in Apps.
 The rate of conversion of multichannel buyer is 20% higher than traditional consumer.
 Multichannel shoppers buy products more often and spend x3.
Font: eCommerce news

24. To think about...

25. Banks are mobile

26. David Jofre Tejada
@davidjofret
(+34) 618.41.86.86
djofre@comerciaglobalpay.com
www.comerciaglobalpayments.com
Claudina Farré
(+34) 606.55.05.99
cfarre@caixabank.com
www.caixabank.com