ODR en effektiv sljkanal

2016-05-121e-handel

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PostNord

2016eCom konsumentdriven logistik StockholmArne B Andersson

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2

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Insert Title of presentation>View >Header and FooterWrite in Footer field >Apply to AllValmjlighet i leveransen din konkurrensfrdel2016-05-124e-handel

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Insert Title of presentation>View >Header and FooterWrite in Footer field >Apply to AllLeveransalternativen pverkar valet av ntbutik2016-05-125e-handel66% 66% byter hellre till en annan e-handlare om de erbjuder mer relevanta leveransalternativ49% r villiga att betala mer fr bttre eller bekvmare leveransalternativ

49%

Klla: Delivering Consumer Choice report 2015

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Insert Title of presentation>View >Header and FooterWrite in Footer field >Apply to All5/12/166Fraktvljare/Shipping checkout

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Insert Title of presentation>View >Header and FooterWrite in Footer field >Apply to All5/12/167

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Insert Title of presentation>View >Header and FooterWrite in Footer field >Apply to All2016-05-128e-handel

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Insert Title of presentation>View >Header and FooterWrite in Footer field >Apply to AllKonsumentdriven logistik

Fre kpEfter kpEfter leverans

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Insert Title of presentation>View >Header and FooterWrite in Footer field >Apply to AllFraktvljare10Gr det ltt att vlja frakt jag vill ha en problemfri leverans av ngon som frstr och tar hnsyn till mina behov ngon jag kan lita p - Andr 35

Ica Kvantum Gatan 5

4. Slutfr bestllning2. Vlj leveransplats3. Vlj betalstt

Kassan - checkouten1. Ange dina uppgifter

Till postldanTill drrenTill Egen Butik ABTill servicestlle Butik AB Gallerian 2-3 dagarFler val fr alternativ Ica Kvantum Gatan 539 krFri frakt29 kr99 kr

Fler valVill du byta ombud , butik eller snabbare leveranstid?

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Insert Title of presentation>View >Header and FooterWrite in Footer field >Apply to AllFraktvljare5/12/16Fler valVill du byta ombud , butik eller snabbare leveranstid?

Till Egen Butik AB1-3 dagarFri frakt

Valfritt hmtstlle ingr i fraktvljaren

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Insert Title of presentation>View >Header and FooterWrite in Footer field >Apply to Allhttp://allinonefront.vconnect.systems/#swe-sweden

11

2016-05-1212e-handel

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Insert Title of presentation>View >Header and FooterWrite in Footer field >Apply to AllKonsumenten vill bestmma ver leveransenKontroll ver leveransenFler skulle handla oftare om de fr bttre kontroll ver leveransen93% vill ha information om hur och nr leveransen sker

Exaktare leveranstidTidigare accepterade konsumenten ett estimat p 3-5 dagar, nu vill man hamer exakt information om nr leveransen kommer ske.

2016-05-1213e-handel

74%

skulle handla oftare p ntet om de fick kad kontroll ver leveransen Klla: The Retail Week survey E-barometern 2015

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Insert Title of presentation>View >Header and FooterWrite in Footer field >Apply to AllNuvarande postnord.se 5/12/1614

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Insert Title of presentation>View >Header and FooterWrite in Footer field >Apply to AllKontroll nr det behvs App5/12/1616PostNords mottagarapp syftar till att gra track & trace lttfrstligt fr konsumenten. Responsen r fantastisk vilket har lett till flera hundra tusen nedladdningar.

ibland r det viktigt att f det snabbt, vissa gnger spelar det ingen roll men jag vill alltid ha kontroll- Lena, 46

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Insert Title of presentation>View >Header and FooterWrite in Footer field >Apply to AllReturinformation - frbttra returupplevelsen

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Insert Title of presentation>View >Header and FooterWrite in Footer field >Apply to All8 av 10 skulle handla mer med en enkel returlsning2016-05-1218e-handelReturlsningen pverkar hos vem och fr hur mycket konsumenten handlar

81%

Skulle handla mer med en enklare returlsning

51%

Avstod frn att handla eftersom de inte gillade returalternativen

41%

r villiga att spendera mer med en bra och bekvm returlsning

76%

Kollar e-handlarens returhantering innan de fullfljer bestllningenKlla: Delivering Consumer Choice report 2015

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Insert Title of presentation>View >Header and FooterWrite in Footer field >Apply to AllReturinformation5/12/1619Syfte: Informera kunden vad som kommer att hnda med returen

Ml: Skapa trygghet i returprocessen och med det minska belastning fr kundtjnsten OmbudScannar returlabelnKonsumentLmnar in retur PostNordScanningsinfo.E-handlareBetalnings-leverantr

Bertta fr kunden vad som kommer att hndavi ser att du har returnerat

Frlnger frfallodag till dess att returen r kontrollerad och godkndInformation: retur r inlmnad

Frbttra returupplevelsenPostNord delger returscanning fr fakturakpta produkter till E-handlare och/eller betalningsleverantrAnvnd smarta returlsningaribland r det svrt att lista ut hur jag ska skicka tillbaka en retur. Vid minsta tveksamhet avstr jag frn att handla - Hanna, 19

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Insert Title of presentation>View >Header and FooterWrite in Footer field >Apply to AllCollect in store

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Inga begrnsningar

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Insert Title of presentation>View >Header and FooterWrite in Footer field >Apply to AllEgna butiker som ombudGe mig mjlighet att vlja plats fr leveransjag fredrar oftast en leveransplats i nrheten av mitt jobb. Men om det r ngot stort d vill jag ha hemleverans- Peder, 58

Ica Kvantum Gatan 5

4. Slutfr bestllning2. Vlj leveransplats3. Vlj betalstt

Kassan - checkouten1. Ange dina uppgifter

Till postldanTill drrenTill Egen Butik ABTill servicestlle KappAhl Gallerian 2-3 dagarFler val fr alternativ Ica Kvantum Gatan 539 krFri frakt29 kr99 kr

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Insert Title of presentation>View >Header and FooterWrite in Footer field >Apply to All2016-05-12

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Insert Title of presentation>View >Header and FooterWrite in Footer field >Apply to All2016-05-1226e-handel

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