12/2019

SORRY, BUT OUR RELATIONSHIP CAN'T CONTINUE!

Dear customers and friends in the e-commerce world. Sometimes a breakup is unexpected but still makes really good sense.

 

It was quite a surprise when the Nordic fashion retailer Boozt.com announced a new "fair use clause" in their terms & conditions, leading to a 'goodbye' to customers with high return rates. But it makes sense. In a very competitive world, customers with loss are bad for business and driving around with trucks full of return packages is bad for the environment! Read about why 1€ can make a difference later in this newsletter.

 

2020 plans?

The main challenge in cross-border e-commerce is to find ways to grow and be profitable at the same time - and this goes way beyond marketing. Our plans for 2020 evolves around growth and profitability. My +50 skilled and dedicated colleagues are ready to share our learnings to improve your business, from operating more than 130 shops across 15 countries,

 

Can we play a part in your plans?

 

Happy holidays,

 

Max Riis Christensen
CEO/MakesYouLocal

 

BTW: This is how we do customer service

30% drop in customer contacts!

Comparing the recent 6 months in 2019 with the same months in 2018, we have a 30% drop in contacts from customers to our agents - measured as a share of orders in our client's webshops.

 

That is a quite drastic development - read about the reasons in our blogpost:

 

Are you wasting your customer's (and your own) time?

1€ can make a difference!

Returns are also a big issue in Germany, where the environmental impact of shipping products back and forth is the main concern. This has lead to a study at the University of Bamberg, where they tried to evaluate the impact of a required return fee.

 

The study showed that a single euro in return fee could reduce returns with around 16%. In Germany, this equals to 80.000.000 fewer returns and a decrease in CO2 at around 40.000 tons.  And of course, a potential revenue of 420.000.000€ for the returns not cancelled by the fee.

 

Worth considering for sure, although some webshops, using free return as their main USP, are concerned for their competitive advantage. 

 

BeckSondergaard.com 

"MakesYouLocal took over the customer service for our 5 webshops the week before Black Friday. It went really well and we met all the sales expectations!

 

At BeckSondergaard.com we are very confident, that we together can continue optimising the localised versions of our webshops"

 

Nanna Cotta-Schønberg, COO, BeckSöndergaard 

 

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