PART 1: Practical aspects of Belgian e-commerce and cross-border competition
1:15 – 1:30 pm
State of Belgian e-commerce penetration of mobile commerce and growth areas for products and services. We will discuss the strategies of cutting edge Belgian e-tailers, and how to combat the international competition from The Netherlands, France and Germany.
“The last mile is the longest”: we discuss trends in pick-up points, click and collect, and alternative delivery options.
Discussion on delivery lead times. Integration of information flow from supplier to retailer to logistics provider. Insights on how to work together as a virtual team in a customer-centric manner.
Different ways to handle customer service – the physical and the virtual. How well you handle customers is crucial in defining your reputation and how fast your business spreads defines how successful you can be. We focus on extending your abilities to the virtual in handling customers with efficiency and effectiveness.
COFFEE BREAK (15 min)
PART 2: Enhancing the transaction
3:15 – 3:30 pm
Product description. For the customer, product functionality is critical, but it has to be like and look like it does when they get it. We provide insights on product description techniques and trends such as 3D photos and
3:30 – 4:00 pm
Security, fraud and charge-back avoidance. One of the greater costs in e-commerce is spoilage, including product damage and charge-back due to lack of clear information on delivery. We pass on tips and tricks to minimise costly charge-back and fraud situations.
Payment processing – convenience and ease of use. If the customer cannot pay, they cannot acquire. Do not frustrate them with poor choices. Create a great set of payment options to maximise cross-border purchasing.
Order fulfillment. Depending on product type, size and fragility, there are many choices that can be made for order fulfillment. We examine what partnerships work best for your product and geographic locations.
PART 3: Getting your hands dirty (4:45 – 5:15pm)
4:45 – 5:15 pm
We work together individually and as a group in the preparation of omni-channel e-commerce plan, and to-do action items for your return to the office
WRAP-UP and COFFEE