“Next please!” wants Roman Zenner in the current heated debate on e-commerce innovation, also in relation to shop systems. I just have the feeling that this was also addressed to me. Alexander Ringsdorff, Andi Unger, and Björn Schotte have already taken part. Jochen Krisch deals with this topic regularly.
The future of fab is uncertain, to put it mildly. The former hype start-up hasn’t been going well for a while; in January European business was buried. A radical step, which was accompanied and justified by long and dramatic blog posts from CEO Jason Goldberg. This blog, betashop.com, is now also history.
Last week, there was talk of a new wave of dismissals on Techcrunch. Another 60 staff are supposed to have left the company. Fab has not commented on this and has shut off their in-house media. What does this mean? Is it a sign that the end is closer than thought up to now? Is Jason Goldberg leaving the ship? It remains exciting.
Update: Pando.com has a statement from Fab on the blog’s closure.
The community has now focused on the topic of gender in current e-commerce debates. While the topic “Men are from Mars, Women are from Venus” has lost none of its appeal, a subject seemingly long laid ad acta – the aging population – has been forgotten.
In the read worthy dossier Generation der Babyboomer vs. die Jüngeren (baby boomers vs. the youth) puts this topics back in the spotlight.
This reemerging subject brought me to the question: what could happen in online trade if what was a cone became a mushroom.
Many companies spend far too little on customer service. An infographic from ClickSoftware shows why this is dangerous. Companies in the USA lose approximately 83 billion US dollars annually, because customers change providers or cancel their purchase. The reasons:
- For 63 percent of customers, the service experienced is more important than the price when they are deciding for, or against, repurchase.
- 88 percent would definitely change if they were dissatisfied with the service
- 55 percent would pay more for better service
One of the online fashion industries problem zones is the rate of returns. Doesn’t fit, don’t like it, looks different from the picture – in order to save time and nerves, and to raise the hit rate, customers often order the same piece of clothing in multiple sizes. The rest is then sent back, or even all of it, if it isn’t liked. No one wins here, it costs the retailers and the extra effort does not make the customer happy. Zalando is the most obvious example of the problem of returns.
In the past, the mail order business had already heightened the attractiveness of their online shop through customer service, better descriptions, photos, and sometime also with videos and customer reviews. However, this didn’t do much about the basic problem.
In 2013 mobile brought both eBay and PayPal more turn-over than expected. Rather than 20 billion, eBay generated 22 billion US and PayPal made it to 27, rather than 20 billion. So far so good, but it could be better.
Investments in mobile and stationary trade are developing sluggishly and are becoming a milestone around the neck of fast growing company PayPal. After eBay successfully realigned itself with a focus on mobile three years ago, it was thought that the company’s future would lie here.
Compared to B2C, B2B focuses on a smaller user group, that never the less returns more often. It is mostly the same products that are ordered. Therefore, fast product searching and checkout are in the foreground, compared to catalogues.
How shop functions bring B2B up to speed
Marriage scam instead of true love – this is how modern advertising is compared to classic advertising in the article “Die Bemühung” (The Endeavour) on brandeins.de. While we used to court each other as though we were at a dance in the 50s, today we’re bombarded with messages like at a techno parade.
But it isn’t the associated penetrance and noise which are considered to be of critical importance, but that its messages bore deeply into our consciousness. To this end, brands build up relationships and above all, trust. This is how they cultivate their image. The topics emotionalisation is not without reason fashionable at the moment, it is part of our current evolutionary stage in marketing and advertising.
Fab have once again dared a change in business model, which has been declared a new beginning. This can now be seen in their shop: gone is the trendy kitsch, along with the funny home accessories. Instead, a “partner for sophisticated tailored furniture solutions” awaits the visitor.
Their competence for shelving and table systems is all that remains.
Female, or rather gender commerce, is more than just a trendy topic. Online shops, which focus on a specific target group, also have to be optimised for gender specific requirements. For instance, it behoves a company where 90 percent of the turnover comes from women, to concentrate on the needs of female customers as part of customer orientation.