The crisis is turning our lives upside down.
The year 2020 will forever be seen as a turning point in the way we work and consume. Teleworking has become a must, and e-commerce will continue to grow. A well-known illustrative example is the impressive growth in turnover that Amazon achieved.
At the national level, the crisis has led one of our clients, La ferme d’Upignac, a producer and distributor of foie gras, to overhaul its strategy entirely. Historically, the lion’s share of its sales has come from Christmas markets. To offset the drop in attendance at the markets, we created and rolled out an e-commerce offering that features a click & collect option.
Here’s another example from a different client, PhotoGalerie, a distributor of photo equipment. It has five bricks-and-mortar shops that were declared ‘non-essential’ and that thus could not open while COVID restrictions remained in place. Because it has had a web presence for many years, the company has been able to count on online sales, which actually doubled. Thanks to this change in customer behaviour, PhotoGalerie has been able to stabilise its turnover and even increase its profitability.
In recent months we’ve been absolutely inundated with requests from our clients to help them tackle the upheaval caused by the COVID-19 crisis.
The four pillars of successful e-commerce:
A successful e-commerce venture is built on four pillars.
1) The tools
Web, CRM and ERP tools that must be integrated as fully as possible to offer the customer a seamless experience, with price management, inventory control, and delivery tracking—all in real time.
2) Customer data
Using this customer data in an intelligent, well-targeted, and individually focused way is key to providing top-notch service—for creating a 360° view of the client. This pillar was the topic for our first webinar, which you can view here FR and here in dutch.
3) Product data
The management of product-sheet data is extremely important. It needs to be enhanced with new information so that your consumers can buy the products they’re looking for. This pillar will be discussed in our second episode.
The last key point is the challenges involved in making sure all modes of delivery are accommodated: home and shop delivery, Click & Collect, returns, and so on.