In this release of Weekly Focus APAC: Singaporean consumers want to see online features in the store; delivery of the main contributor to SEA consumer complaints; Taiwan group of e-commerce partners of Korean logistics companies; Lazada disk benefits of Liveup and brand update.
Consumers in Singapore want to see online features in the store
Some 41% of Singapore consumers are likely to spend in the store if the items are classified similarly to online stores, while 55% will leave without buying if they can not find the right item.
When they shop online, 58 percent will abandon their vehicle if delivery charges are too high, according to a global survey by Blis, which surveyed 6,000 consumers, including more than 450 in Singapore.
The results indicate that retailers should consider new technologies such as automatic shop and mirror help to facilitate product discovery, as well as home delivery or in-store assembly for online purchases, to improve the purchase rate.
About 80% of Singaporean consumers also used their mobile phones while shopping at the store, with 72% comparing prices online. 63% said they spent time browsing the items in the store before buying them online, adding that 54% did so because they found better deals.
On the other hand, 67% of respondents in Singapore said they spent time searching for items online before making the final purchase at the store, with 56% doing so to check product quality before buying.
Consumers in Singapore, by 68%, are also willing to provide their personal data at the entrance of a shop in exchange for receipts.
Another 64% said they decided to walk to the nearest store to search for related products after watching an online ad while they were outdoors. Among these, 86% will go ahead to buy the corresponding product.
Richard Andrew, managing director of Blis Asia, said: "In the first mobile world, retailers need to master new methods such as data based on Site to connect with shoppers in the right place and time to win their hearts, minds and portfolios.
"Emotions affect behavior and real retail therapy, so retailers should design sudden, dazzling digital physics experiments, and engineer crashes, as well as negation of common frustrations and friction points."
Delivery of the main contributor to consumer complaints SEA
Delivery is a major source of dissatisfaction among online shoppers in Southeast Asia, with more than 90% of customer complaints and negative comments regarding delivery delays or lack of communication on deliveries.
In addition, 34 per cent of the region considered delivery of packages to be the most painful point in e-commerce, according to a survey conducted by the Peer-to-Peer Parcel Implementation Pack and the iPrice Group. The survey surveyed 80,000 online shoppers in Singapore, Malaysia, Vietnam, Thailand and Indonesia.
Malaysia had the highest number of respondents who gave one star ratings for the current delivery service, followed by Vietnam and Indonesia. The study attributed the drop in ratings to the lack of communication during the delivery period. Consumers expect regular updates and notification of delivery as well as parcels arriving within estimated delivery times.
The report also noted that there is a relationship between package transit time and customer satisfaction, with the ratio decreasing between 10% and 15% with increased transit time.
"With each parcels delivery, there are an average of 4.6 points of contact available to the consumer during the delivery process," said Parcel Perform, CEO of Arne Jeroschewski, "These are excellent opportunities to engage consumers after graduation." By improving the post-purchase customer experience, We have seen our customers improve customer value by 40%. "
With online retail sales increasing in the region today, Jeroschewski noted that Southeast Asian consumers were smart shoppers in e-commerce and understood when, how and where they bought.
"In addition to making price comparisons across platforms, consumers are also more demanding in the delivery process after purchase," he said. "Traders will have an advantage if they provide a clear and visible delivery experience after purchase."
Taiwan's e-commerce partners in the Korea Logistics Group
Taiwan's e-commerce group PChome Online has partnered with South Korean logistics firm Longhyup Hanaro Mart, in an effort to push business across the border between the two domestic markets.
Jean-Hung Tze, president of e-commerce company, said that to start cooperation, Korean goods will be introduced among Taiwanese consumers in the PChome online market.
He said the partnership would be expanded in the future to push the export of goods from Taiwan to Korea through the current physical and digital channels of Hanaru.
"Because of the frequent bilateral trade between Taiwan and South Korea as well as the love of Taiwanese consumers of South Korean food and pop culture, we hope to create a platform that provides a variety of foreign goods and products, so that goods from regions such as Southeast Asia, Northeast Asia, Europe and North America Can be traded in Taiwan, which will allow Taiwan to become the most important trade channel in the Greater Southeast Asia region. "
The Taiwanese market has a membership base of more than 10 million, while Hanaro Supermarket operates more than 2,200 outlets throughout South Korea, sells local agricultural and animal products, frozen and processed foods, and daily necessities.
Lazada Disk Liveup Benefits and Brand Update
The Southeast Asian e-commerce market is making many changes to the Liveup membership program, including an annual fee increase of S $ 49.9 (£ 28.95) to S $ 59.9 (£ 34.76) and free delivery on its main platform.
Changes will begin from July 1, according to Lazada. Regardless of the increased annual fees, Liveup members will also not have free access from anywhere and any purchase value. In addition, they will earn less discount on all order orders, which will be changed from 5% to 4% on each order.
However, Lazada offers the monthly Liveup subscription option at S $ 5.99 (£ 3.48). The deliveries will also be free of charge for Lazada, RedMart, which exceeds S $ 40 (£ 23.21).
These changes were announced the same week that Lazada unveiled its new business campaign, which the company described as "the first brand update" in five years. Her new brand identity aims to show "a more youthful, dynamic and vibrant look and feel" that includes a new brand, logo and new colors.
Lazada Pierre Poignang, Chief Executive Officer of Lazada Pierre Poignang said, "We have introduced Lazada for the first time in Southeast Asia to provide easy online shopping.Once seven years, we are the e-commerce leaders aiming to serve 300 million customers by 2030. We are raising the role of Lazada Beyond just a shopping platform for transactions, to a lifestyle destination that can empower and enhance your hopes, dreams and desires whether you are a salesman or a shopper. "