15.45 lyubimova tatyana dhl - 5 june 15h45
TRANSCRIPT
Online consumers' delivery experience in Europe and Russia
EDAYS INTERNATIONAL E-COMMERCE CONFERENCE MOSCOW, JUNE 4-5, 2015
EDAYS INTERNATIONAL E-COMMERCE CONFERENCE – MOSCOW, JUNE 4-5, 2015 2
Who we are – a global company with a unique portfolio
Megatrends and technologies driving logistics innovation
EDAYS INTERNATIONAL E-COMMERCE CONFERENCE – MOSCOW, JUNE 4-5, 2015 3
The recently published Logistics Trend Radar by DHL sketches a future landscape for logistics professionals and challenges they will face, but also outlines solutions that are in development, e.g. for multi-channel retailing or predictive purchasing.
The other major global trends worth noting in relevance to the acceleration of e-commerce and the increasing demand for last-mile solutions are:
More “fine distribution” and direct shipping Multi-channel delivery
EDAYS INTERNATIONAL E-COMMERCE CONFERENCE – MOSCOW, JUNE 4-5, 2015 4
Shop the World! – Consumer attitudes towards global distance selling
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• First,• Second,• Third.
The study provides information about relevant topics on global distance selling• Asia Pacific has taken center stage in the global e-
commerce market.• The Netherlands lead the field with 93% on internet
usage followed by Great Britain (87%) and Canada (86.8%). Mexico and China have online populations of 38% and 42% respectively, only 12.6% of India's consumers use the internet.
• With growing use of smart-phones, mobile access to online content is on the rise. In Russia and Mexico, smartphone use has risen from 20% to 37%. But South Korea, where 73% of the population own a smartphone, is the un-contested leader.
Shop the World! is an online consumer survey conducted by DHL e-commerce in 20 countries across the globe; with more than 11,000 respondents.
12.4
9.3 8.9 8.7
7.4 7.3 7.1 6.8 6.6 6.5 6.5 6.3 6.35.5 5.2 5.0 5.0 4.9
4.3 3.9 3.8
RU BR CA AU CH MX ES AT FR GL IT US JP CN UK IN DE NL PL KR TR
Max. Accepted Order Time (Days)means, n (total) = 10,347; n (countries) = 424-989, base: Current or future user Distance Selling
Q13: What delivery times do you find acceptable when buying by distance selling?
Selection Channel Payment Delivery Returns
Great differences in acceptance of delivery times: While Russia accepts 12 days, Turkey and Korea expect less than 4 days
EDAYS INTERNATIONAL E-COMMERCE CONFERENCE – MOSCOW, JUNE 4-5, 2015 5
Usage rates of distance selling are highest in UK, DE and CN. Most emerging markets have lower usage rates.
94 94 92 90 88 86 86 86 86 85 84 83 83 81 81 79 78 7873 73 73
UK DE CN AT KR PL US CH JP FR GL IT ES NL AU IN BR RU TR CA MX
Usage Rates of Distance Selling in the Past 12 Monthsin %, n (total) = 11,265; n (countries) = 500-1,040
Q1a: How often have you bought goods via distance selling in the last 12 months?
EDAYS INTERNATIONAL E-COMMERCE CONFERENCE – MOSCOW, JUNE 4-5, 2015 6
When it comes to future usage, emerging markets are keen to increase their distance selling activities
Plans to Increase Distance Selling Activities (user)in %, n (total) = 9,161; n (countries) = 344-941, only „more usage“ depicted, base: Current usage Distance Selling
Q2a: How often do you think you will buy goods via distance selling in the next 12 months?
Trends & Opinions
EDAYS INTERNATIONAL E-COMMERCE CONFERENCE – MOSCOW, JUNE 4-5, 2015 7
Evolution of Russian e-commerce consumer behavior
INTERNET AUDIENCE
RUSSIAN DISTANCE SELLING CONSUMER BEHAVIOR
63,3 % 36,7 %
Key origins for imported e-commerce orders
Source: Shop the World Study; Internet Development in Russia. Newsletter. Spring, 2014. FOM
Two thirds are female
Elderly people increased from 3% to 8%
50% users aged 25-34
70% new e-shop visitors not from Moscow
Orders placed by online mobile
54.8% distance selling customers purchase in foreign countries.
Highest maximum acceptable delivery time 12.4 days
Lowest returns rate 3%
EDAYS INTERNATIONAL E-COMMERCE CONFERENCE – MOSCOW, JUNE 4-5, 2015 8
Russian e-commerce market: current development and future trends
Self pickup options / flexibility
C2B returns management
Omni-channel delivery
More flexible delivery intervals
Improved parcel visibility and T&T
EDAYS INTERNATIONAL E-COMMERCE CONFERENCE – MOSCOW, JUNE 4-5, 2015 9
Thank you!
Let’s keep in touch!
Tatiana LyubimovaManaging DirectorDHL eCommerce Russia
• Email: [email protected]• Phone: +7 495 961 3393 ext 4023
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