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1
2www.haendlerbund.de
Our Mission
The professionalisation of our members.
We have created a Europe-wide network of over
70,000 members, partners, experts, service providers, associations,
supporters...
Händlerbund - The 360° E-commerce Network.
NETWORK.A
E-COMMERCE CAMPUS
NEWS
CUSTOMER SERVICE
PUBLIC AFFAIRSTRUSTLEGAL
3www.haendlerbund.de
E-COMMERCE LAB
5www.haendlerbund.de
General numbers
● 2nd biggest e-commerce market in Europe
● 82 million inhabitants
● 82 % of internet users are online buyers
● B2C e-commerce turnover in 2016: 44.2 billion EUR
● sales of goods in 2016: 52.7 billion EUR
Top 5 online shops in 2016 with highest turnover:
○ Amazon
○ Otto
○ Zalando
○ Notebooksbilliger
○ Bonprix
6www.haendlerbund.de
Nature of customers
● 40 % shop online, 60 % shop in traditional retail
● 24 to 44-year-old most active in online shopping
● 28 % already ordered food online
● Medications are increasingly ordered online
Purchase decisions:
○ reviews from other buyers
○ price comparison
○ personal recommendations
● 30 % inform offline before buying online
● customers recognize reputable online retailers by provided
payment options, shipping and return conditions and online
reviews
7www.haendlerbund.de
Mobile Commerce & Social Media
M-Commerce
● Sales via m-commerce increased in 2016:
○ PC +8 %
○ smartphone +39.5 %
○ tablet +53.2 %
● 69 % of mobile users also shop online
Social Media
● Only one in two adults was on social networks in 2016!
● Most popular App is WhatsApp
● Facebook and Twitter are most popular social networks
8www.haendlerbund.de
Cross-border Commerce & Marketplaces
Cross-border Commerce
● 27 % of Germans shop abroad
● Retailers expand preferably to Austria and Switzerland
● only under 60 % of retailers are active beyond
German-speaking borders
Marketplaces
● Awareness of name, legal security and trust
● Most important MPs are:
○ Amazon
○ eBay
○ daWanda
○ etsy
○ Allyouneed
9www.haendlerbund.de
Payment
“Classic” payment options:
● purchase on account
● direct debit
● prepayment
● cash on delivery
● credit card
Increasing online payment options:
● Klarna
● PayPal
● Wirecard
● Paydirekt
● Sofortüberweisung
● Wallets
● ...
10www.haendlerbund.de
Logistics
Most important service providers are:
● Deutsche Post DHL
● Hermes
● UPS
● DPD
Customer expectations:
● fast, predictable and cost-effective delivery
● fast shipping
● tracking
● free returns, easy to handle
11www.haendlerbund.de
Country Specifics
When in Rome, do as the Romans do ;-)
● German language is still indispensable
● High expectations in customer service
● Trust and security - important factors for online
shopping
● Data protection
1212
12www.haendlerbund.de
Your contact person:
Corinna Merbitz
International Business Development
Arcus Park
Torgauer Straße 233
04347 Leipzig
Tel.: +49 (0) 341 92 65 90
info@haendlerbund.de
13

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Introducing the German Ecommerce Market

  • 1. 1
  • 2. 2www.haendlerbund.de Our Mission The professionalisation of our members. We have created a Europe-wide network of over 70,000 members, partners, experts, service providers, associations, supporters... Händlerbund - The 360° E-commerce Network.
  • 3. NETWORK.A E-COMMERCE CAMPUS NEWS CUSTOMER SERVICE PUBLIC AFFAIRSTRUSTLEGAL 3www.haendlerbund.de E-COMMERCE LAB
  • 4.
  • 5. 5www.haendlerbund.de General numbers ● 2nd biggest e-commerce market in Europe ● 82 million inhabitants ● 82 % of internet users are online buyers ● B2C e-commerce turnover in 2016: 44.2 billion EUR ● sales of goods in 2016: 52.7 billion EUR Top 5 online shops in 2016 with highest turnover: ○ Amazon ○ Otto ○ Zalando ○ Notebooksbilliger ○ Bonprix
  • 6. 6www.haendlerbund.de Nature of customers ● 40 % shop online, 60 % shop in traditional retail ● 24 to 44-year-old most active in online shopping ● 28 % already ordered food online ● Medications are increasingly ordered online Purchase decisions: ○ reviews from other buyers ○ price comparison ○ personal recommendations ● 30 % inform offline before buying online ● customers recognize reputable online retailers by provided payment options, shipping and return conditions and online reviews
  • 7. 7www.haendlerbund.de Mobile Commerce & Social Media M-Commerce ● Sales via m-commerce increased in 2016: ○ PC +8 % ○ smartphone +39.5 % ○ tablet +53.2 % ● 69 % of mobile users also shop online Social Media ● Only one in two adults was on social networks in 2016! ● Most popular App is WhatsApp ● Facebook and Twitter are most popular social networks
  • 8. 8www.haendlerbund.de Cross-border Commerce & Marketplaces Cross-border Commerce ● 27 % of Germans shop abroad ● Retailers expand preferably to Austria and Switzerland ● only under 60 % of retailers are active beyond German-speaking borders Marketplaces ● Awareness of name, legal security and trust ● Most important MPs are: ○ Amazon ○ eBay ○ daWanda ○ etsy ○ Allyouneed
  • 9. 9www.haendlerbund.de Payment “Classic” payment options: ● purchase on account ● direct debit ● prepayment ● cash on delivery ● credit card Increasing online payment options: ● Klarna ● PayPal ● Wirecard ● Paydirekt ● Sofortüberweisung ● Wallets ● ...
  • 10. 10www.haendlerbund.de Logistics Most important service providers are: ● Deutsche Post DHL ● Hermes ● UPS ● DPD Customer expectations: ● fast, predictable and cost-effective delivery ● fast shipping ● tracking ● free returns, easy to handle
  • 11. 11www.haendlerbund.de Country Specifics When in Rome, do as the Romans do ;-) ● German language is still indispensable ● High expectations in customer service ● Trust and security - important factors for online shopping ● Data protection
  • 12. 1212 12www.haendlerbund.de Your contact person: Corinna Merbitz International Business Development Arcus Park Torgauer Straße 233 04347 Leipzig Tel.: +49 (0) 341 92 65 90 info@haendlerbund.de
  • 13. 13