1. Top 10 Lessons from 10 Years of experience
as European e-Commerce Pioneer
Carine Moitier, COO & Co-Founder Bivolino.com
Managing Director BeCommerce
E-SHOP EXPO - 20.03.13
9. Customers come…
Customers come back…
• on any given day, 75% of purchases from returning customers
• repeat customers order> 2.5x in the next 12 months.
Customers come back, order more and more often…
• repeat customers have higher average order size
• 111,98€ - first time customer in Q108
• 143,22€ - returning customers in Q108
11. Consumers are the New Authorities
Then Now
“Turns out the contaminated wheat gluten that has
sickened and killed so many cats and dogs recently
has ended up in quite a few brand names. I finally
found a complete list of the affected brands here. I
feed my cats --- dry food, and fortunately the dry
food was not on the list. The --- wet is, though. Don't
assume that your brand is safe. Check the list!”
- stynes.blogspot.com, 04/05/07
13. The Business Model Benefits
• engaged customers dedicated to the concept
• No return of goods – less than 4%
• No waste of goods – No stock of goods
• Green planet
19. What customers first see
• 24/7 1-800 number on every page
• free fast shipping
• free return policy
What customers experience
• fast & accurate fulfillment
• friendly, helpful « above & beyond » customer service
• a personal handwritten complement card
What to do internally
• no call times
• no sales-based performance goal for reps
• 5-week customer service & culture training
