There are hardly any customers who regularly shop online but who have never returned the product or goods. Perhaps we imagined the watch differently, maybe the t-shirt is one size too small - there are many reasons for making returns, but retailers always face the same problems: One the one hand, they must fear that the returned goods will sit on the shelf, and on the other, the relationship with...
The customer is no longer king, but a dictator - I don't know where I heard that saying, but somehow it stuck with me. I no longer talk about kings and dictators at trade fairs and customer meetings, but sometimes I use this dramatic quote as a direct introduction into a discussion with retailers on the change in the relationships between the buyer and seller. My message is that from some time...
If you want to have a long-term success story with your online store, working with a payment service provider (PSP) is essential. This is the unanimous opinion of the e-commerce industry, which I hear time and time again as the Head of Product Management. The arguments do sound coherent: online retailers will in the best case only conclude a contract, the PSP on the other hand processes all the...
I don't know about you, but whenever I am travelling in Scandinavian countries, I think that we in Germany are a little behind the times. We can always argue about taste in fashion and interiors, but this not the only area where I think the Swedish, for example, are more innovative than us. Stockholm gives me a W-LAN hotspot in the train from the airport to the city centre, and for payments other...
The WHU - Otto Beisheim School of Management has long been considered a top address for students who want to become successful founders. In that context it’s only natural that the private business school has launched a roundtable on entrepreneurship. The aim is to organize events where business ideas are discussed in order to convey know-how in the field of startups and entrepreneurship - a...
Shot of a young hiker using her laptop while sitting on top of a mountain
At some point most of us have had to visit the emergency room at our local hospital for one thing or another. Whether it was for a broken limb or because it was the weekend and we were in too much pain or discomfort to wait until Monday to see our local GP.
Whatever the reason, it was probably a last resort as we all know how long that takes. Hours in most cases – and even then you might have...
No doubt many of you were thinking of going cross-border this summer – and not just on holiday.
Hundreds of you have signed up for our free guide to cross-border e-commerce, with almost 500 downloads already. But if you spent most of your time on the beach, it’s not too late to check out the Arvato Payments Review for essential insights into payment methods, consumer behaviour, and risk and...
I can’t remember the last time I paid for something with cash. And I hardly use cards either – well, not in the traditional sense. Increasingly my phone is my wallet. Like millions of other Swedes, I prefer to “Swish” rather than swipe, using the real-time mobile payment platform of the same name.
Swish originally started out as a way for people to transfer money to each other, but it...
There’s a lot going on in payments just now, with a lot of talk around Apple Pay and Samsung Pay sewing up the market for mobile wallets. We even have AliPay, the mobile-payment heavyweight run by Chinese e-commerce giant Alibaba, moving into Europe and the US to corner the market for Chinese tourists (and possibly the rest of us).
As our Payments Review shows, you need to know the lay of the...
We all know that customer retention is cheaper than acquisition, but how does loyalty play out when it comes to e-commerce? How can online retailers avoid being reduced to price tags? The answer is to see the payment process as crucial to the customer journey.
I don’t know about you but I can’t stand grocery shopping. Chaos in the car park, endless aisles and slow checkout queues drive me...