POWER UP YOUR POTENTIAL WITH DHL EXPRESS · shoppers online in 2018. 900. billion USD. spent on cross-border. purchases by 2020. 3.4. trillion USD. estimated global e-commerce sales

POWER UP YOURPOTENTIAL WITHDHL EXPRESS

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E-COMMERCE IS HERE TO STAY

AGENDA

1 MARKET TRENDS

2 GET TO KNOW YOUR INTERNATIONAL CUSTOMER

3 HOW DHL EXPRESS CAN SUPPORT YOUR BUSINESS

3

MARKET TRENDSAN EVER CHANGING LANDSCAPE

What was Alibaba’s revenue in USD on singles days 2017?

5

DHL Express - Excellence. Simply delivered.

ONLINE IS THE NEW NORMAL

EVERYONE IS SELLINGDIRECT TO THE CONSUMER

WHAT ITEMS ARE BEING SOLD ONLINE RIGHT NOW?

#GuessTheProduct

#GuessTheProduct

AN

UFO DETECTOR(.. THAT WILL NOT CONFLICT WITH YOUR GHOST DETECTOR)

OR YOUR MONEY BACK!

#GuessTheProduct

Want to return your kitty's affection?The ‘Lick'em Cat Scratcher’ is here to help!

EMERGING TRENDS

1.6billionshoppers online in 2018

900billion USDspent on cross-borderpurchases by 2020

3.4trillion USDestimated global e-commerce sales by 2019

Consumer behaviouris changing: They expect everything ‘on demand’, any time, any place and to buy anywhere

Presenter

Presentation Notes

The main drivers of purchasing decisions are: Choice of shipping options Flexibility of delivery times Speed Hassle-free shopping and shipping

CANADA18 million online shoppers67% cross-border buyers

US205 million online shoppers

32% cross-border buyers

BRAZIL40 million online shoppers39% cross-border buyers

MEXICO19 million online shoppers50% cross-border buyers

AUSTRALIA12 million online shoppers69% cross-border buyers

NEW ZEALAND2 million online shoppers80% cross-border buyers

GERMANY47 million online shoppers23% cross-border buyers

POLAND14 million online shoppers54% cross-border buyers

JAPAN77 million online

shoppers14% cross-border

buyers

ISRAEL4 million online

shoppers82% cross-border

buyers

THINK OUTSIDE THE BOXNOT JUST THE OBVIOUSCROSS-BORDER E-COMMERCE MARKETS

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WHAT SELLS WELL…..

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9

11

11

7

1416

19

43

13

9

10

21

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Australia Austria Brazil China India Japan Russia USUK

12

1113

10

9

16

20

19

46

15

9

21

25

44

5

7

8

8

4

1515

19

19

11

14

15

15

36

5

3

8

6

35

78

42

13

19

12

13

14

36

5

5

4

10

6

812

15

29

7

6

6

11

32

0

5

7

17

11

1020

26

6

13

24

9

9

45

4

3

7

4

14

87

21

27

5

3

6

12

20

9

10

9

7

5

1720

21

9

8

17

17

18

51

7

7

6

99

11

15

14

22

8

86

16

31

Elec

tron

ics

7

7

9

8

6

1012

17

20

9

10

11

16

36

Global average

Implications for e-tailersType of product1

Example countries

Home and furniture

Digital cameras, and audio devices

Personal appliances

Mobile phones

Food

DIY tools and gardening

Automotive parts

Sporting goods

Gifts and flowers

Beauty and cosmetics

Toys

Fashion

Print, publishing, and media

Computer electronics

• Across countries fashion and electronics are the most popular cross-border shopping categories

• Country-specific selling opportunities exist (e.g., beauty and cosmetics in China, gifts and flowers in India)

SOURCE: The consumer barometer 2016; Google and TNS, N = 16,072

Global Product Reporting, Express Global Controlling, Bonn

17

GET TO KNOW YOUR

INTERNATIONAL CUSTOMERS

Better availability, broader product range and better product quality

More appealing offers and better conditions

Recommendations from others and generic trustworthiness of the webshop

WHY DO PEOPLE BUYFROM FOREIGN WEBSHOPS

Competition of local webshop with local pricing, local language and local payment methods

Concerns about extra fees (f.e. duties & taxes), long delivery times and higher transportation costs

Concerns about returns process and customer service

Lack of trust in foreign webshop

WHAT PREVENTS SUCCESSFULCROSS-BORDER TRANSACTIONS

91%of consumers look for the available delivery

options before reaching the checkout

56%of shoppers said

obtaining information in their own language is

more important than price

68%of millennials would

choose a retailer solely because of its

delivery options

30%of shoppers would

choose a retailer who offers a premium/next

day service

50%of shoppers abandon

carts because of limited shopping options

2xCustomers are twice as

likely to return to a retailer after a positive

delivery experience

66%of online shoppers check the retailer’s

returns policy before making a purchase

58%will abandon their

shopping cart because of higher-than-expected

shipping costs

70%of online shoppers

worldwide choose to prepay local duties and

customs at checkout

98%of shoppers prefer to pay

in their local currency

WHAT ARE CONSUMERS LOOKING FOR?The importance of logistics….


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HOW DHL EXPRESS SUPPORTS

CROSS-BORDER E-COMMERCE

1 Market Intelligence

2 Website Health Check

3 Partnering with Global-e

4 DHL Express Services

5 On Demand Delivery

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HOW WE CAN HELP YOU…

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Market reseachWhitepapers and InfographicsCountry How To Guides

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MARKET INTELLIGENCE

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QUICK INTRODUCTIONPopulation:26.6 MCurrency: AUD (Australian Dollar)VAT: 10%GDP per capita: $55,215

E-COMMERCE ENVIRONMENTAustralia is known as the top country for cross border shopping. Brand Loyalty is decreasing to around 13%, and Australians simply will go for the best experience.

0

5

10

15

20

25

2012 2013 2014 2015 2016

E-CO M M ERCE SALES 2013-2016 (€, billions)

SHIPPING TO AUSTRALIATransit Time: 3 daysDe minimis value: $1,000 AUDDHL Service Points: 299ODD Options Available:

MOST POPULAR DELIVERY OPTIONS7% 3% 20% 47% 22% 1%

ALTERNATEADDRESS

NEIGHBOR DELIVERY

SCHEDULEDELIVERY

SIGNATURERELEASE

SERVICE POINT

DELIVERY

VACATION HOLD

AUSTRALIA & E-COMMERCE IN NUMBERS

85%Internet Penetration

65%Of the population shops online

63%Cross-bordershoppers

15.7%Growth E-commerce market

$ 1,833Average spend per e-shopper

80%say that tracking builds confidence in

shopping cross-border

MOST POPULAR

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0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

50%

Books, CD's,DVD's, Games

Clothing &Footwear

DigitalCameras

Cosmetics HouseholdGoods

Gifts

Most Popular Purchases for Cross Border Shopping

TOP ONLINEPAYMENT METHODS

CREDIT- & DEBIT CARDS 60% E-WALLET (PayPal) 21% CASH ON DELIVERY 5% BANK TRANSFER 4% PAY AFTER DELIVERY 4% OTHER 6%

0% 5% 10% 15% 20% 25% 30% 35%

Worrying about paying in foreign currency

Worrying about customer service

Assuming returns are dificult/costly

Own country meets my needs

Not trusting foreign sites

Reasons For Not Buying Abroad

0% 5% 10% 15% 20% 25% 30% 35%

Trustworthiness

Better quality of products

Broader range of products

Better conditions

Appealing offer

Better availability

Reasons For Buying Abroad

SOCIAL MEDIAUSAGE

41 %11 %10 %10 %11 %

8 %OTHER

MARKET INTELLIGENCE IS THE NEW GOLD

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It’s all about data…..

Business Proprietary & Confidential | 27

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THE CONVERSION OF WEBSITE TRAFFIC

INTO POTENTIAL SALES

2,200ESTIMATED

INTERNATIONAL SALES2%

conversionrate to sales

$220KESTIMATED MONTHLY

SALES$100

average shopping

cart value

$2.64 MESTIMATED

ANNUALIZEDSALES

110,000TOTAL

VISITS FROMU.S.A.

PUBLIC

-

100.000

200.000

300.000

400.000

500.000

600.000

700.000

Mar-17 Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18

chanel.com gucci.com louisvuitton.com hermes.com kering.com


PUBLIC

Average Visit Duration

00:00:00

00:00:43

00:01:26

00:02:10

00:02:53

00:03:36

00:04:19

00:05:02

00:05:46

Desktop Mobile


Bounce Rate

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

50%

Desktop Mobile



HOW HEALTHY IS YOUR WEBSITE?HERE IS HOW TO FIND OUT

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HOW YOUR WEBSHOP CAN CONVERT INTO SALES

Do you offer an easy returns solution?Is your Website available in multiple languages?Do you apply currency conversion?Do you offer localized payment options?Are delivery notifications mentioned on your website?

THE IMPORTANCE OF THEWEBSITE HEALTH CHECK

Do you mention on your homepage that you sell and ship internationally?Do you state your shipping options on your home page?Do you offer an express delivery option? Are your shipping charges clear and appropriate?Do you offer a Duties & Taxes Paid option for non EU?


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DHL EXPRESS PARTNERS WITH

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Convert global shoppers with a localised experience

Local Currencies and Local PricingOptimised pricing, calibrated and rounded

according to local market practices; more than 95 supported currencies

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Local Payment MethodsAllow shoppers to pay with their preferred

domestic payment method; over 50 supported methods

Guaranteed Duty and Tax CalculationCalculate duties and taxes for your

shoppers; allow prepayment at checkout

Multiple Shipping OptionsOffer a variety of international shipping

options at competitive rates

Convenient Returns PortalTransparent and easy returns process, managed through the Global-e portal;

pre-paid returns

Localised Welcome and Checkout More than 12 languages are available to create a local experience and increase

buyer confidence

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Everything you need for smart global expansion

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End-to-end operationsStreamlined logistics handled for you,

including checkout, delivery, and return

Smart Insights™Embedded international market insights

for optimised conversion rates

Risk-free expansionZero risk of international fraud and

currency fluctuation

Easy to start, easy to manageA quick and simple implementation and

fulfillment process

Pay as you go – and as you growScale your business in a risk-free manner

with no upfront investment


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DHL EXPRESS UNIQUE SERVICE PORTFOLIO

FITS EVERY TYPE OF SHIPMENT

TIME DEFINITE-SERVICES DAY DEFINITE-SERVICES GLOBALMAIL-SERVICES

Description Fast deliveries, anywhere in the world before the end of the next possible working day

For less urgent shipments delivered within a few days around Europe

Convenient & economical mail service for non-time critical items and low-value goods

Service DHL EXPRESS WORLDWIDEFast and reliable delivery to more than 220 countries and territories before the end of the next possible working day.

DHL EXPRESS IMPORT SERVICESImporting from 214 countries around the world with DHL Import Services

DHL ECONOMY SELECTIdeal for less urgent shipments to selected postcodes in 32 countries and territories throughout Europe

DHL IMPORT ECONOMY SELECTYou can import parcels and pallets from nearly every European country

DHL GLOBALMAILFor mail items up to 2kg when speed is not essential. Combines the strengths of DHL Express, DP and local postal networks for final delivery all over the world

CHOICE OF 3 SERVICE LEVELS:▪ PRIORITY: no T&T (mailbox delivery)▪ TRACKED: with T&T (mailbox delivery)▪ PLUS: with T&T & POD (sign for delivery)Registered Mail offering visibility & signature

Destination Netherlands, Europe and worldwide Europe Europe and worldwide

Weights Max piece weight: 70kgMax pallet weight: 300kg

Max piece weight: 70kgMax pallet weight: 1,000kg

Max letters dim: 381mm x 305mm x 30mmMax packets dim: L+W+H not over 900mm

Type of shipment Documents, parcels and pallets Parcels and pallets Documents and parcels

Delivery Lead times

Europe: 1 dayUSA: 2 days Rest of World: 2-4 days

Europe: 2-4 daysEurope: 3-6 daysUSA: 5-8 daysRest of World: 6-12 days

An appropriate service for every shipment


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DHL EXPRESS SERVES YOUR CUSTOMERS NEEDS

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ON DEMAND DELIVERY

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On Demand Deliverydelivery.dhl.com

DHL EXPRESS 9829289116from ABC SHOP is scheduledfor delivery TOMORROW.Signature is required.Manage your delivery at

Communication at every step of the delivery process ensures online shoppers are always kept up to date.

On Demand Deliverydelivery.dhl.com

DHL EXPRESS 9829289116from COMPANY X is scheduledfor delivery TOMORROW.Signature is required.Manage your delivery at

49%expect an online retailer to communicate the status of their new order.

AND WILL INCREASINGLY BE SPENDING MONEY

PRINTDHL Return Label

(ship in box)EMAIL

DHL Return Label(via your customer service)

WEBDHL Online Services

(integrate DHL return portal on webshop)

From quick and easy totailormade solutions

1 2 3

Hassle free RETURNS

46Customer can schedule home pick up online or drop off shipment at DHL Servicepoint

Presenter

Presentation Notes

Talk prospective Customer through our proposition. Ensure you link each one to their specific business model, to show what it means for their business, and how it could help them increase their profits. Remember to always emphasize that we are a low risk, high return option.

THANK YOU