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~ Welcome ~

FOREWORD

find online. As soon as the consumer visits the webshop,
it is important that making a purchase is done efficiently.
For example, it is easy to select a product, it is easy to make
a payment, and the desired payment method is available.
If the consumer has purchased a product via the website,
delivery comes into play. A good delivery experience depends
on how quickly the product is delivered and whether the
customer is kept up to date on the status of the delivery. If
something goes wrong during this entire process, there is
also the customer support experience. This means whether
the customer is helped as desired by customer support if
something goes wrong during the purchase of a product,
during delivery, or after receiving the product. And finally,
there is also a social experience. This concerns the reactions
the brand receives from other consumers on social media.

This complete customer experience must, of course, also be
IMPROVING YOUR MARGIN AND adapted and applied per country. However, this can often
INTERNATIONAL COMPETITIVE be quite difficult for brands because consumers in different
POSITION IN AN UNCERTAIN MARKET countries also have different preferences regarding the
customer experience. Many brands still make mistakes when
it comes to this, for example, by not offering the desired
rands have shifted from B2B to delivering directly payment methods or the delivery takes too long. As a result,
to end customers (D2C), and that has a major brands lose conversion rates.
Bimpact on business operations. The concept of
customer experience has become extremely important Localisation, therefore, remains extremely important.
to them. Suddenly, they must deal with aspects such However, it can be difficult to keep improving margins
as completely different logistics, customer support, when there is so much involved in localising your business
and customer reviews and opinions on social media in other countries. This may make it a better option to use
platforms. It is especially important to know how to deal outsourcing. With the help of partners in the field of, for
with these factors as a brand. There are various aspects example, customer support and/or fulfilment, it can become
of customer experience aimed at international success to a lot easier to localise in new and unknown markets. This
ensure that brands can compete locally by maintaining a ensures that customers remain satisfied and can place and
good customer experience without losing margins. receive a purchase as they are used to.

The number of webshops is growing considerably. In the Internationalisation is of significant importance due to the
Netherlands, for example, there are more webshops than fierce and ever-growing competition. This must be done with
physical stores. This means that the competition in the online respect towards the consumer, anywhere in the world.
field is increasing. In addition, due to inflation, consumers’
impulse purchases have decreased because they have less All the best,
money to spend. However, this has also created opportunities
as customers remain loyal to certain brands in these times of Jeroen Leenders
recession. Founder of Cross-Border Magazine

That is why it is extremely important to optimise the
customer experience during these times to build more brand
loyalty. The customer experience can be divided into separate
phases. The customer experience already starts with the
search experience. This entails whether the brand is easy to

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