Navigate. Choice made. The shopping cart is full and the order just placed. Success. However, sooner or later, the story turns round. Items returned. Consequence: unhappy customers. Disaster and a big headache, for both shoppers and retailers. However, the same reality can be treated from a different broader perspective only reading between the lines.
There are many reasons behind a return. The majority of times, retailers themselves are responsible. However, the retailer is indeed the only one who has the tools to bring out the positive side of this critical situation, managing product costs and product availability, displaying the most clear and correct information of every product, and offering multiple and faster solutions to always value and satisfy customers.
In a recent interview, Oliver Dahms, CEO of DAHMS solutions GmbH, has shared some first approaches on the current trends in returns management and how returns can become the goose that lays golden eggs too. He will host a session on this topic at our Handelskraft Conference 2016, so you can get whole insights on Thursday, February 18.
Today, companies are offering more products and services than ever, taking the international leap faster and easier than before. The volume of data is massively growing because of the use of new technology, the improvement of the communication flows and the popularisation of e-commerce.
In parallel to this scenario, consumers are becoming more demanding than before because they claim companies to make their journey towards the product easier and more effective.
Since a few years, marketers and developers have been putting the spin on to find out the best mechanism to interconnect all this information, process it in an understandable code and transmit it at high speed. The mechanisms invented to do so and that enhance the most basic pillars of e-commerce are called PIM (Product Information Management) systems.
Is it a bird? Is it a plane? No, it’s Superman! What the world saviour from planet Krypton is to the league of superheroes, Amazon is to online retail. Is it a retailer? Is it a marketplace? Or is it a world-dominating system? Whatever the answer might be, there’s no name closer related to the concept of online retailing and more positively rated than Amazon. This is the challenge for all other retailers. An apparently hopeless battle – David versus Goliath – for market shares and customers.
What does that mean for all non-Superman online retailers? The good news is that they can still lead a successful existence as Batman, The Flash, or Wonder Woman. So there are indeed ideas how to coexist with Amazon.
In an interview with Handelskraft, Adrian Hotz, founder of Adrian Hotz E-Commerce-Beratung and editor of www.insideecommerce.de, explains how the Amazon ecosystem attracts customers and what retailers can learn from this. He will host a session on this topic at our Handelskraft Conference 2016, so you can get the whole insights on Thursday, February 18.
Many voices anticipate the burial of brick and mortar stores however, it seems they will have the chance to retrain into something else taking advantage of their strengths to survive, coordinating together with digital solutions to offer experiences instead of only products and services.
The world is already digital, e-commerce and online shops are breaking their current horizons, transforming business models, changing drastically the role of every agent involved in the business process and creating new concepts.
For example, shoppers are changing their behaviour because of the free use of smartphones and similar devices. Today people, especially millennials, check their phone at the store, comparing prices and features in the competition. Others prefer to go to the store, try and touch the products they are interested in and afterwards order online.
One gown, one objective: to look gorgeous and sophisticated. The choices are clear to achieve that: one expensive perfume, a glamorous trendy dress and a stunning hairstyle. Five years later, the focus has changed drastically.
One gown, one mission: to be loyal to her own way of life. She orders a bio perfume online, goes to a brick and mortar store to try dresses and have a nice shopping experience together with her phone and she makes her own hairstyle following the steps described in Pinterest. Customer behaviour is changing and “where” you buy products or services as well as the way you take towards them are making the difference.
In a recent interview, Johannes Altmann, founder and CEO in Shoplupe GmbH, has shared some first approaches, on how the new generation of shoppers has new expectations and puts the focus on ways of living instead of the product itself. He will host a session on this topic at our Handelskraft Conference 2016, so you can get the whole insights on Thursday, February 18.
Looking back, it seems easy what we have done in the last decade, but it is not. We have grown up but our soul is still very young. Our mindset is the present because is still the day one in digital commerce for us. We build up the future developing constantly new ideas, progressing and striving to improve. These facts, together with the talent of our already 120 staff, will lead us to boost and evolve new entrepreneurial dimensions to continue delivering excellent services and innovative solutions.
Daily routine is full of tasks and challenges and you always want to find a solution, accomplish a mission or reach your goals. Normally, you just face it and deal with it all in, what makes you waste so much energy. However, have you ever wondered if there are other efficient and effective ways to do so? The answer is yes: Using a problem-based and problem-solving strategy. You identify an objective which can be a problem, a task or a situation and think up the best solution for it in a practical way. Design thinking takes this approach further putting customers in the center of every activity the company is doing and offer solutions and ideas to improve and enrich the customer experience.
In a recent interview, Florian Müller, from projektUP!, has shared some first approaches, on how Design Thinking can help companies to put customers in the center of their actions, anticipating to customers’ needs before they even have them. He will host a session on this topic at our Handelskraft Conference 2016, so you can get the whole insights on Thursday, February 18.
In 2016, Tina would like to give a toy to her nephew as a present. She is still coming up with ideas, some of which were taken from the short moments she spends in front of her multiple devices: smartphone, tablet, laptop, even magazines. Despite of her busy and intense life she always finds time to look at their screens and navigate.
In 2014 our costumer 4Care GmbH, one of the Europe’s leading omni-channel providers of contact lenses, care products and glasses, went all in on the implementation of a responsive web design and the migration of Lensbest.de to Intershop 7.3. Their trust in dotSource led to convincing the jury and receiving the Shop Usability Award 2015 in the category of wellness, beauty and health.
Several months later, the battle continues within the eyeglasses complex online business. It is time to know the results, benefits and opportunities for 2016 that 4Care can share after their experience. In a recent interview, Bernd Behrens from 4Care GmbH has shared small touches of strokes about their experiences with the migration process as well as the main aspects to keep technically up-to-date, among other things. He will host a session on these topics at our Handelskraft Conference 2016, so you can get the whole insights on Thursday the 18th of February.
At last the day has come; dotSource turns 10 years and opens a new decade of digital success and transformation. Ten years of growth, coming up with brilliant ideas and supporting technology and innovation in which we have been burning through stages, year after year, and reached our promised targets.