20
DHL Express – Excellence. Simply delivered. GLOBAL E-COMMERCE IN 2018.
DHL Express – Excellence. Simply delivered.
GLOBAL E-COMMERCE IN 2018.
2
CROSS-BORDER ONLINE RETAILERS IN 2018.
2018 Global Ecommerce StudySummary Report
Australia
Canada
China & Hong Kong
France
GermanyIndia
Japan
Mexico
South Korea
United Kingdom
United States
Pitney Bowes | 2018 4
Consumer Surveys Retailer Surveys13,022 consumers in 655 retailers in
United States
United Kingdom
Australia
Scope of Global Ecommerce Study
Cross-border consumers are FX-savvyAs the USD strengthens, fewer non-US consumers buy cross-border—while more US consumers shop globally
0.60
0.70
0.80
0.90
1.00
1.10
1.20
1.30
1.40
2017 Q4
GBP
EUR
CAN
AUD
Key currencies relative to USD
2018 Q4 Forecast
(from FOREX)
-6%
+2%
-9% -2%
-2%-4%
-2%
-7%
+1%-6%
+3%
0%
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
2017 2018 -
Pitney Bowes | 2018 5
Cross-border ecommerce adoption, YoY
And yet, because economies are improving…Consumers who do shop cross-border are generally shopping more often
* Exceptions due to government regulation (IN) and FX (CA).
-4%
Pitney Bowes | 2018 6
-2%
0%
+2%
+4%
+6%
+8%
Total United States Canada Mexico France Germany UK Australia China India Japan S. Korea
1
2
3
4
5
6
7
8
9
10
Generating demand
Marketplace integration
Si te/marketing Logistics/carrier localization management
Payment processing
Calculating shi ppingcost
Calculating duties & taxes
Fraud prevention & management
Processing returns
Customer care & delivery tracking
Ra
nk
New in 2018: Fraud rises to top of retailer concernsOptimizations (logistics, payment, etc.) also rise as customer acquisition strategies fall in importance
Which of the following most concern you when entering a new market? Please rank up to three areas, with 1 being your greatest concern.
2018
Pitney Bowes | 2018 7
2017
Cross-border orders rejected due to (suspected) fraudSignificantly higher than domestic average of 2.6%
36% 23% 20% 14% 5% 3%
37% 24% 18% 14% 4% 3%
33% 22% 25% 13% 7% 1
38% 22% 20% 18% 1%
%
Total
US Retailers
UKRetailers
AUS Retailers
21%-25% >25%
Pitney Bowes | 2018 36
<5% 6%-10% 11%-15% 16%-20%
Source: PB Global Retailer Study, 2018; domestic fraud: Merchant Risk Council Global Fraud Survey, 2017
Logistics: high growth retailers use multiple cross-border carriers83% of high-growth retailers use 3+ carriers versus 53% of low-growth
6%
11%
30%
18%
20%
12%
17%
31%
27%
10%
11%
3%
1
2
3
4
5-10
11-20
Number of CarriersUsed
Low Growth High Growth
How many carrier services do you use for your cross-border shipping network (including global and in-country/last mile carriers)?
83%
Pitney Bowes | 2018 9
52%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
High Growth Low Growth
% of Retailers using 3+ Carriers
10
CROSS-BORDER ONLINE SHOPPERS IN 2018.
45%
63%
45% of consumers have abandoned a basket on a retailer / brand because delivery would take too long…
When making a luxury purchase, the exclusivity of a prestige delivery service appealed to 63% of consumers.
LUXURY ITEMS REQUIRE
FAST AND ACCURATE DELIVERY
HOW DELIVERY INFLUENCES
ONLINE PURCHASING DECISIONS
60% 77% 54%
of consumers choose one merchant over
another because the delivery options are
more convenient
expect that the delivery options are
always displayed on the product page
of consumers say that the delivery defines who they always shop with
THE APPEAL OF DELIVERY LOYALTY
PROGRAMS ARE STRONG.
79% of consumers say they want the
E-commerce websites they shop with to offer a
delivery loyalty program, so they can benefit
from FASTER or ‘FREE’ delivery.
86% say that a ‘VIP STYLE’ membership
would incentivize them to shop more
exclusively with e-commerce sites.
79%
FOR HEALTHY SALES
DON’T GET LOST IN PRODUCT AND PRICING
91%of online shoppers will
leave a retail website if services like FAST
SHIPPING are not
available.
FREE vs.
FASTThe trend is starting to
reverse, with 79% preferring “FREE” over “FAST,” down
from 86% the year before.
47%Only 47% consider 2-day shipping as“Fast.”
OF CONSUMERS PLACE A
PREMIUM ON EXPERIENCE
AND CONVENIENCE.
A growing number of consumers
prioritize convenience over costs; 35%
of online shoppers say they are happy
to pay to get their items delivered
WHEN and WHERE they want.
35%
16
BUSINESS-2-BUSINESS E-COMMERCE
THE NEXT INDUSTRIAL REVOLUTIONReasons that Their Clients Want Access to a Digital Sales
Channel According to Senior B2B Executives Worldwide*Q2 2017, % of respondents
Note: *Australia, Austria, Belgium, Germany, Netherlands, New Zealand, Switzerland, the UK and the US
Source: Sana Commerce, "Digital Transformation and B2B E-CommerceReport 2017-2018" conducted by Sapio Research, Oct 11, 2017
Global Product Reporting, Express Global Controlling, Bonn
1
8
Indirect channels can be a place for B2Bs
to find new buyers, including customers
they may not have otherwise been able to
serve and who have high expectations for
online buying.
US B2B buyers, for example, are using Amazon
Business for a variety of reasons, according to a
May 2017 survey by Martin Wilde Associates (MWA)
and OPI. Some of the most common included the
desire for fast delivery (45%), reliable delivery
service (33%) and convenience (28%).
Reasons that US B2B Buyers First
USED AMAZON BUSINESSMay 2017, % of respondents*
Note: n=400 who purchased business supplies from Amazon
Business in the past 12 months
* Source: Martin Wilde Associates (MWA) and OPI, "Piranha Business:
Investigating The Appeal Of Amazon Business,“ June 27, 2017
Was looking for lower prices 69%
Wanted a fast delivery service 45%
Wanted a reliable delivery service 33%
Wanted to buy these products online 33%
Was looking for a more convenient supplier 28%
Our previous supplier(s) let us down 15%
Download cited studies& other related materials today:
https://www.businesswire.com/news/home/20181024005096/en/Pitney-Bowes-Global-
Ecommerce-Study-Finds-Shopping
www.logistics.dhl/b2be-commerce
http://discover.dhl.com
MONIKA MITEVASales & Marketing Manager
DHL Express Bulgaria+359 887 777 015
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