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~ Welcome ~

FOREWORD

frauds, so who’s to blame that we do so? Creating customer-
trust in a website is a key factor of success.
The second biggest challenge after earning trust, is the ship-
ment of the product. It might seem a good idea to choose
a shipping method based on your product, but the logistics
process can be much more complicated. Many Latin countries
have a considerably large surface, which leads to higher ship-
ment rates and lead times. Research shows that same- or next
day delivery leads to an increase of 15% on the conversion
rate of average customer behaviour. However, this may rep-
resent a trade-off with the cost of shipment. It is important
to create a balance between fast delivery and low shipping
fees. At the end of the day, consistency and constancy are key
factors. To a customer, it is important to continuously receive
their orders on time.

Last but not least, I strongly believe that generating customer
engagement is an important factor to becoming relevant for
a Latin-American consumer. From the moment a customer
ithout a doubt, Latin America has shown an starts searching for a product, up until the moment they
exponential growth. Just this year, an expected receive it, it is crucial to create an exciting but safe ecosystem.
Wpopulation of 155 million is going to purchase Customers should get a ‘WOW-factor’, that will leave them
goods or services online. This represents an increase of 22.6% satisfied and encourages them to make a repeat purchase.
compared to the number of online shoppers in 2016. Online Overachieving or breaching on customers’ expectations can
retail is forecasted to reach a revenue of 118 billion USD, a make a difference in turning your customers into fans.
19% growth rate which exceeds the expected 11% globally.
This growth rate is mainly reached as a result of the sales in Linio is a platform with local experience, which is willing to
Brazil, Mexico and Argentina. collaborate with sellers and help them to become successful
and professional cross-border sellers. Therefore, we are always
It seems to be a great time to start selling to Latin consum- innovating all of our solutions according to Latin-American
ers, right? Unfortunately, it is not as simple as it looks. There needs. ••
are massive challenges in many areas such as payments and
logistics, that are out of the retailers’, platform’s and sellers’ Yours,
control. Therefore, they will need to understand and innovate Carlos Victorica
different solutions to combat these challenges in order to suc-
ceed. Nevertheless, the opportunity is extensive! Carlos Victorica is Commercial & Cross-border Regional
Director at Linio.
First, let’s start with the different payment methods. Accord-
ing to the Felaban (Latin-American Bank Federation), only
40% of the population currently owns a bank account of any
kind. No less than 70% of the bank account owners are ac-
customed to making their deposits in cash. As many people
are still sceptical about e-commerce, the situation is more
complex than simply solving this problem by adding alterna-
tive payment methods. This sceptical behaviour is caused by
the customer’s inexperience of online shopping and their fear
of fraud. Latin-American are taught to be aware of possible

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