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~ PostNL ~

INTERNATIONAL GROWTH?

5 GOLDEN TIPS TO HELP YOUR

E-COMMERCE BUSINESS MOVE FORWARD

Text: Petra Vollinga // Photos: PostNL
E-commerce continues to grow at an unprecedented rate. And since we’re always interested

in the latest trends and developments, we participate in the annual IPC cross-border
e-commerce shopper survey. This year’s survey once again resulted in lots of interesting data,
which we have translated for you into five practical tips. We also asked two successful Dutch
business professionals for their best growth tips for your international adventure.

e clear about delivery costs a little longer for their order if this means it can be
The survey, conducted among 30,000 online delivered more sustainably. We believe that these numbers
Bshoppers in 39 countries, shows that customers will continue to increase in the years ahead. So, make
feel most strongly about honest information on delivery sure you use sustainable packaging and consider carbon-
costs (67%) – even more so than how quickly their order neutral delivery options. Your customers will not only be
is delivered (44%). So, be clear about costs. In some grateful but will be more loyal since, after all, 50% choose
countries, your customers are required to pay a customs a different webshop if their preferred delivery option is not
clearance fee. Also, communicate about this clearly and, available.
better yet, help them out by arranging for them to pay
the fee in advance through the Import One-Stop Shop Allow returns
scheme. On the other hand, one in ten online shoppers has
returned an international order. Or ordered multiple items
Package items efficiently in order to return the ones they didn’t want. It’s not very
Sustainability is not only a priority for companies but also sustainable, but it’s reality. And since 75% of all returns are
for customers. In fact, 67% of international buyers believe currently free, you should make that process as simple and
that webshops use far too many packaging materials. inexpensive as possible. Include a return label in the box,
A legislative proposal is currently being considered along with clear instructions on how to return items. ••
that would reduce the amount of air in packaging to a
maximum of 40%. What about your parcels? Not only
is smaller and reduced air packaging better for the
environment, but it also reduces your packaging material
costs. DO YOUR RESEARCH
Phone Factory sells phone cases and smartwatch straps in the Netherlands,
Invest in service Belgium, Germany, France, Spain and the UK. What started as a school
Apart from the fact that international parcels are project in an attic grew to become an international company that continues
increasingly heavy, they often have expensive contents. to grow and expand.
Nearly half of all parcels have a value of €50 or more. And
when customers order costly items, they expect a high level Jeffrey van Batum (1/3 owner) explains, “International growth is
of service. Fast delivery, real-time tracking and even the challenging because the market in another country is often slightly
possibility of choosing the delivery location. No fewer than different. So, you need to conduct thorough market research, which can
55% of all shoppers appreciate free delivery over a certain be done online. What are the latest developments in the online market in
amount. That costs you but also leads to repeat customers. the country you want to conquer? Is there demand for your product? What
about regulations, delivery speed and related costs? For our international
Think sustainably customers, we use the ‘Basic’ parcel from PostNL. It’s perfect for products
Online shoppers are increasingly aware of their impact on with a low value, such as phone cases. We pay very little to send them. That
the environment. A quarter of international customers, low rate means that it takes a bit longer before the parcel arrives. But this
for example, try to return as little as possible, while 47% lets us maintain enough margin.”
prefer recyclable packaging, and 30% are willing to wait

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