Pitney Bowes-2018全球电子商务调查报告（英文）.pptx

1、TABLE OF CONTENTSUS domestic ecommerce / 3-28Cross-Border ecommerce / 29-43Pitney Bowes | 2018 2Australia CanadaChina & Hong Kong France GermanyIndia Japan MexicoSouth KoreaUnited Kingdom United StatesPitney Bowes | 2018 3Consumer Surveys Retailer Surveys13,022 consumers in 655 retailers inUnited St

2、ates United Kingdom AustraliaScope of Global Ecommerce StudyUS DOMESTIC ECOMMERCEOpportunity & battleground: brand-driven post-purchase experiencesPitney Bowes | 2018 446%23%36%25%47%28%18%0%10%20%30%40%50%Weve reached peak ecommerce adoption.Now US consumers are buying more frequently.0%10%20%30%40

3、%50%60%70%80%90%100%2016 2018 Children in No Children in Me n Women Millennials Gen X BoomersHousehold HouseholdChange, last 2 yearsEver shop online+0ppShop online daily/weekly+10pp% Shopping online daily/weekly, by segmentPitney Bowes | 2018 5Total populationGender Generation US region Household in

4、come Children EducationWhere are consumers making purchases?60% 62% 59% 61% 62% 60% 62% 58% 60% 62% 61% 60% 59% 60% 61% 61% 60% 60% 61%40%20%0%60%Total MenWomenMillennialsGenXBoomersNortheastMidwestSouthWest$100kChildren inHHNo children inHHHSgraduateCollege graduateMarketplaces are the market, no m

5、atter whos shopping% of shopping with online marketplace % of shopping with online retailer/brand100%80%Pitney Bowes | 2018 6How do consumers decide where to buy?We divided shopping behaviors into two “mindsets” and four “scenarios”Brand conscious shoppingI know what brand I want61% of online purcha

6、sesBrand agnostic shoppingI dont know what brand I want39% of online purchases46% 15% 23% 16%I know the brand and product I wantEx: Acme Elite Plus in Charcoal GreyI know the brand, but not the productEx: Acme footwearI know the product, but not the brandEx: Grey sneakersI dont know what I want to b

7、uyEx: Just browsingMINDSETSCENARIOPitney Bowes | 2018 7Where consumers buy based on mindsetBrand conscious shopping offer retailers & brands at minimum a level playing fieldPurchase from online retailers & brandsPurchase from online marketplacesKnow brand AND productKnow brand NOT productKnow produc

8、t NOT brandDont know what to buy26% 8% 7% 6%20% 7% 15% 11%Brand conscious Brand agnosticPitney Bowes | 2018 8When consumers know what brand theyre shopping forA clear opportunity arises for retailers & brands.Purchase from online retailers & brandsPurchase from online marketplaces34% 13%27% 26%Remar

9、kable post-purchase experiences: The opportunity & battleground for retailers & brands tocombine brand-driven experiences withpost-purchase convenienceBrand conscious Brand agnosticValuebrand-driven experiences more than price.Value price and convenience above all else.Want to learn more about the b

10、rand before purchase.Value comparison shopping, price and convenience.Pitney Bowes | 2018 9Shipping, delivery,& capitalizing on brand-driven post-purchase experiencesUS DOMESTIC ECOMMERCEPitney Bowes | 2018 1056% of US consumers feel let down during the holidaysDue to issues in the post-purchase exp

11、erience. A 20pp increase YoY.S10 (2016/2017)/S14 (2018): What is the top challenge you faced last year when purchasing items online during your most recent holiday season? (Base = Ever shop online domestically)I didnt face any challenges, 44%Pitney Bowes | 2018 11Shipment arrived late, 15%Shipping too expensive, 12%Wrong address/lost in the mail, 7%Shipping tracking inaccurate, 6%The wrong item shipped, 6%Return policies not clear, 4% Gift item poorly packaged, 4% Other, 2%Experienced an issue, 56%