We have a lot to expect in the field of e-commerce in 2020. With the announced arrival of Amazon to the Netherlands, 2020 will be a year in advance for the history books. Which trends will determine the e-commerce landscape this year?
1. New platforms and Death by Amazon
Let's the elephant in the room but call it immediately: that is for sure Amazon in 2020 the accelerator pedal full pressure in the Netherlands, we can already outline a number of consequences. Traditional Dutch web shops (Bol.com, Fonq, Wehkamp, etc.) are going to get a lot harder. The only thing a party like Bol.com temporarily saves from a certain Death by Amazon is European competition law that prohibits Amazon from simply praising competition from the market. Smaller entrepreneurs, such as freelancers and SMEs, need to be smarter with the platforms that are available. Instead of starting their own webshop, more entrepreneurs will choose to offer their products via Bol.com or in the near future Amazon. In this way they hitch a ride on the large platforms instead of being competed by them.
2. Social media shopping
Strongly on the rise: social media shopping will only get bigger in 2020. Almost all companies are active on social media and with the arrival of influencers is the dividing line between advertising and information on platforms such as Instagram faded. Many consumers experience it as a convenience: the makeup from that one vlog can be ordered directly via a link under the video. Social media channels thus not only become a way to advertise and reach your customers, but also a direct sales channel.
3. Product information management
One of the most expensive disadvantages of online sales is the high percentage of returns. Especially the Dutch love it: a lot of ordering and sending back what you don't like. Entrepreneurs are obliged to offer this free of charge. More and more entrepreneurs make use of product information management (PIM) software to make the product information in their webshop up to date, complete and available in multiple languages. With this all relevant product information is always shown to customers, which drastically reduces the chance of a bad buy (and therefore a return). Cost savings will become a hot item in 2020, and PIM will be the most important tool.
4. Smarter delivery (with AI)
The more we order, the more packages arrive at neighbors every day and the more diesel buses drive around in city centers. The expectation is that this trend cannot be sustained, so smarter delivery solutions will be introduced. Picnic, for example, already drives the same route every day with electric cars and can accurately indicate the time at your door in twenty minutes. They therefore expect you to be there. Other delivery services will also go that way, with the alternative that you pick up your package from a local retailer. Delivery to the neighbors, that will slowly disappear, if only because of the large number of inconveniences it causes. How do they do that? By simply processing all big data from all deliveries with machine learning. With this, determining factors are recognized and predictions made.
5. Personal attention
We love personal attention, even when we visit a web store instead of a physical store. Send an email with a lead time of a few days? You can no longer manage that for a while. It directly WhatsApp contact is on the rise (answer within one hour, for example) and of course the chat function, which we encounter in more and more web shops, also among SMEs. However, personal attention does not necessarily mean that an employee must always be busy with a (potential) customer: by incorporating smart AI into web shops, for example, an online experience can be made much more personal. The more personal the experience and the lower the threshold to contact, the greater the chance of a sale.
Want to see more e-commerce trends for 2020? Watch this video with the top 7 trends for e-commerce in 2020: