E-commerce is accelerating and innovating in the field of service
In 2017, the growth of Swiss e-commerce shows no signs of slowing down, on the contrary, it is accelerating. Interactions via mobile apps and online chat systems are paving the way for fully automated purchasing opportunities. Digital assistants are revolutionizing the service industry by running queries, searching for products, and answering customer questions. However, some sectors, such as accommodation, are losing customers to online platforms despite the high fees they charge. This trend reflects consumers' desire for more transparency and the ability to compare as many offers as possible. In response, many hotels are developing their own online reservation systems, thereby mitigating the impact of these platforms.
Adopt an active attitude to develop your e-commerce project
Despite this, some traditional suppliers still find themselves in the “victim” position. Indeed, their relationship to their traditional business makes them take a passive approach (displaying their products in windows). They are more oriented towards stability and say they have “loyal customers”. More importantly, their assortment is fixed and determined by supply. At emaloja, we encourage an active attitude towards your business through e-commerce site. Our solutions cover all stages of the supply chain, whether digital or physical. Thanks to WMS logistics, you are in a position to manage your orders, your stock and know when to restock. In addition to e-commerce and e-logistics solutions, we also offer transport solutions.
Become “agile”, be able to adapt very quickly
Indeed, e-commerce requires a new value: “agility”. The ability to adapt very quickly, in an environment, where finally, it is required to have good computer knowledge. Online suppliers possess this ability to discover new opportunities, adapt to changing conditions and constantly innovate. In addition, their teams also have this ability. This drive for change, looking for new opportunities and always moving forward looks more like a new business model. The “loyal customer” strategy turns into online contact conversion, stability into constant change and the team itself must pivot to new mediums. The new customer is won differently too. Online platforms, ecosystems, social media are all new opportunities to meet them. And only suppliers able to understand the mechanism of these platforms will find potential. emaloja facilitates the creation of e-commerce site for Swiss, French and international companies. In addition, we offer cross-border services for companies wishing to establish themselves in the EU or from the EU wishing to establish themselves in Switzerland. All our interfaces are integrated with a warehouse management system (WMS) to ensure the digital and physical management of your e-commerce project.
Logistics, the physical part of e-commerce, requires a similar approach to “agility”. Speed, flexibility and reliability require a new position today. The solutions exist and the competition to arrive at new innovations is fierce. However, a common approach seems non-existent and opinions on finding new solutions diverge. E-commerce suppliers are adapting around the question of the level of performance to be achieved and the amount of costs to achieve it. One final question remains; can logistics differentiate a supplier from a competitor?
Multichannel strategy is difficult to master
The multichannel (or several channel) strategy remains important. Physical points of contact, such as stores, also remain useful for e-commerce. They can serve as Click & Collect for your customers and as a storage location. Digital touchpoints, computers, tablets, mobiles bring an initial complexity to the customer experience. The multichannel strategy only increases this phenomenon. Even multichannel companies, despite years of effort, still cannot provide a satisfactory customer experience across all their channels. The multichannel strategy remains complex and difficult to master. Employees probably cannot adapt to channel thinking. Indeed, we favor a digital and physical approach at the same time. It allows you to assimilate each physical sales channel to its closest storage location.E-logistics and transportation must be mature enough to allow you to restock where you need it and on time. Thus, stock management brings you competitiveness in your field. E-commerce is complex due to the fact that digital has no location, but your storage locations are very real and fixed and your merchandise must transit (and if possible be stored as little as possible to reduce your costs).
The lack of transparency in certain sectors (including accommodation) puts a brake on the economy. These markets, characterized by an absence of guiding principle and bringing together many small farms, are confronted with external digital platforms. These provide greater transparency and choice than direct distribution. The sectors cannot confront each other and lack cohesion to make decisions. The devaluation of the Euro and the modification of distribution structures with the arrival of online platforms, as well as the lack of cohesion and response to such changes, are responsible for the economic crisis of 2008 and 2009.
In conclusion, 2017 is an innovative year for the e-commerce sector
The year 2017, despite its stability, brings renewal to Swiss and international e-commerce. The appearance of digital assistants promises new interactions. A different approach to consumer service will bring new opportunities and perhaps new forms of online shopping. Traditional players move towards stability, a passive approach in showcasing their products and tend to adopt a “loyal customer” strategy. In the worst case scenario, they adopt a “victim” position. Certain sectors tend to suffer from the transparency of online platforms. In addition, their lack of cohesion prevents them from positioning themselves on the market. As for the multichannel approach, it remains complex to master, both through strategy and through the management of the team which struggles to think in multichannel terms. At Emaloja, we recommend an active approach, reaching out to the customer and always finding new ones and an assortment determined by demand. Even more, your stock should be flexible and adapted to your orders, to reduce your storage costs. We offer digital and physical solutions for the entire supply chain; création de site ecommerce, logistique et stockage, logistique ecommerce et livraison ecommerce. De plus, toutes nos interfaces sont implémentées avec la logistique WMS pour que vous soyez en mesure de gérer votre stock. Ainsi, vous serez toujours orienté vers la croissance pour mieux satisfaire vos clients.
Download 2017 Swiss report on e-commerce .
2017 report on e-commerce in Switzerland