Do's and don'ts for cross-border E-commerce solutionsWord

　　跨境电商,国际贸易

　　PFSweb’s End2End eCommerce Solutions

　　Do's and don'ts for cross-border e-commerce solutionsPFSweb - Booth S30

　　2012 PFSweb Europe │

　　跨境电商,国际贸易

　　跨境电商,国际贸易

　　e-Commerce Iceberg ConceptEmotions User experience Brand Telling Stories Communications

　　Web platforms Warehouse

　　Legal

　　Order ManagementTransportation Replenishments IT Systems

　　VAT

　　Custom boxesGift wrapping 3rd Party Integration Fraud Management Payment Processing Customer Service

　　跨境电商,国际贸易

　　SPOB / Full service end2end e-commerce solutions

　　跨境电商,国际贸易

　　Who knows PFSweb?

　　跨境电商,国际贸易

　　But what about these brands?

　　跨境电商,国际贸易

　　E-commerce Sales in Europe vs. US

　　E-commerce Sales from 2008 to 2012

　　Since 2008, there has been a quicker increase in the EU e-commerce sales than in the US

　　Between 2008 and 2011, the annual average gross rate was 10.3% in the US compared with 18.6% in Europe

　　跨境电商,国际贸易

　　E-commerce Sales in EuropeOnline Sales 2010 - 2011

　　跨境电商,国际贸易

　　2. Legal (1) There are simple things that need to be covered when running an (international) e-shop. For example:Terms and Conditions Visibility on delivery options returns Period of withdrawal Privacy Safe harbor Consumer protection law EU versus US EU regulation vs. domestic execution Next: cookies??

　　跨境电商,国际贸易

　　Example: O’Neill available payment methods in 2011

　　BE, GB AT, DE NL BE, GB AT, BE, DK, DE, FR, IT, NL, SP UK AT, BE, DK, DE, FR, IT, NL, SP UK AT, BE, DK, DE, FR, IT, NL, SP UK

　　跨境电商,国际贸易

　　Example: O’Neill payment methods in Germany- End 2009 : Introduction of a new payment method Bankwiring - 2009 – 2010 : Increasing of orders volume (+108%)

　　跨境电商,国际贸易

　　5. Online Online Payments 5. Payments

　　- You can offer a lot of payment methods / country but you need to choose the right ones, not all are required - By offering credit cards only (VISA, Mastercard, AMEX) you will miss for sure revenue opportunities - On the contrary, adding a payment method like ELV can be dangerous because it is a direct debit card wit

　　h higher associated risk - Some payment methods also require more manual work on the back-office - Conversion : A-B testing

　　跨境电商,国际贸易

　　6. Fulfillment- Standard pick-pack-ship operations vs. highly customized online buying experience (engraving, special wrapping, gift card message) -Same experience as in retail (increased expectations by both consumer and brand) -“Hiding of brands on the outside”

　　跨境电商,国际贸易

　　7. Transportation Returns- B2B vs. B2C - Customer expectations by country (door-to-door, postal, drop point, time window delivery) - Cost - Lead time - Pricing strategy - Isolated destinations (remote areas) linked to business industry

　　- Cost of returns ( it is all about convenience!)

　　跨境电商,国际贸易

　　8. Customer Contact CenterVery high expectations from luxury sector companies Opening hours Special languages Dedicated vs. Shared Native vs. Non native Level 1 vs. Level 2 – 3 Brand representation Integration with CRM and offline world

　　跨境电商,国际贸易

　　9. IMS- Budget for IMS is mandatory - Quality database / unique CRM - Attracting - converting - nurturing

　　跨境电商,国际贸易

　　10. Next Steps…Some trends:International / globalisation (US, Europe, Asia…) Mobile / Tablet Cross Multi Channel …