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Stuart O'Brien

Do you specialise in Multi-Channel or mWallets Solutions? We want to hear from you!

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Each month on eCommerce & Payments Briefing we’re shining the spotlight on different parts of the market – and in May we’ll be focussing on Multi-Channel and mWallets Solutions.

It’s all part of our ‘Recommended’ editorial feature, designed to help eCommerce management buyers find the best products and services available today.

So, if you’re a Multi-Channel or mWallets Solutions specialist and would like to be included as part of this exciting new shop window, we’d love to hear from you – for more info, contact Craig Ross on 01992 666726 or email c.ross@forumevents.co.uk.

Here’s our features list in full:

May – Multi-Channel / mWallets

Jun – Affiliate Marketing / Payments Processor

July – Email Marketing / Payment Service Provider

Aug – Google Shopping / Chargeback Systems

Sep – Personalisation / Artificial Intelligence

Oct – PPC / Account Issuing & Merchant

Nov – SEO / Payment Solution Software

Dec – Customer Experience / IT Security

For more information on any of the above, contact Craig Ross on 01992 666726 or email c.ross@forumevents.co.uk.

CALL FOR SPEAKERS! Would you like to talk at the eTailing Summit?

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We’re looking for ecommerce industry thought-leaders to share their knowledge at the upcoming eTailing Summit, which is taking place on July 7th.

If you’re available on that date and would like to take part in this unmissable industry event, simply fill out this form, or contact Craig Ross on 01992 666726 / c.ross@forumevents.co.uk.

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Alternatively, are you an ecommerce professional looking for the latest solutions and partners for your business?

The eTailing Summit is the event for you.

You will receive a personalised itinerary of relaxed 1-2-1 meetings with budget-saving suppliers who match your needs for upcoming projects.

There is no hard sell at the event, just a great opportunity to build business relationships.

Your guest pass is entirely free and includes access to live and pre-recorded webinar sessions.

Attendance is flexible – Live and virtual options are available!

Please click here to confirm your attendance or contact us if you would like any more information about the event.

WEBINAR REWIND: Creating a Winning SCA Strategy in 2021

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Don’t worry if you missed last week’s insightful Signifyd webinar, Creating a Winning SCA Strategy in 2021 – you can now re-watch the entire session online.

Here’s the premise: As if the challenges of COVID weren’t enough for online retailers to cope with, the second phase of the payments services directive continues, bringing with it its requirements for stronger customer authentication.

This comes with a cost – the cost of compliance, new technologies, training, and potentially negative customer impact. But with that cost also comes opportunity – The opportunity to rethink checkout processes and optimise payments for better conversion than ever before.

Signifyd’s Senior Product Manager of Payment Solutions Shagun Varshney and guest speaker, Forrester Analyst Jacob Morgan, take a deep dice into the issues, covering:-

  • The current state of play for SCA in Europe
  • What ecommerce merchants can learn from their predecessors – the banks – through
    earlier implementations
  • How you can build an exemption strategy to protect your customers and your
    revenue now
  • Best-practice authentication strategies for the most seamless experiences in
    the long-term

The 60 minute session is now available online in full – Click here to watch now.

Digital Marketing Solutions Summit: Join us virtually in May!

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Secure your place at the Digital Marketing Solutions Summit – a unique, virtual event for senior marketing professionals.

It takes place on the 12th & 13th May and is entirely free to attend. Simply register your place here.

• Receive an itinerary of pre-arranged, online meetings with suppliers based on your requirements and upcoming projects
• Gain 1-2-1 access to innovative, budget-saving solution providers
• Attend insightful and inspirational webinars
• Obtain a wealth of pre-recorded webinars post-event

Places are extremely limited. You can attend for one or both mornings or whatever your schedule allows – book here.

Are you optimising your European checkout conversion rates?

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By Max Roberts, UK Country Leader, Stripe

All ecommerce businesses face a common challenge: How do you remove unnecessary friction so that a consumer is more likely to make a purchase? One of the final and most crucial steps in this conversion journey is often neglected: the checkout flow.

As companies scale to new global markets, they need to consider the regional preferences of their consumers. Not translating your checkout to the language of your customers, or failing to offer popular local payment methods, could cut off entire countries from their addressable market, leading to lost sales.

As an example, when three Hong Kong-based businesses selling into the Netherlands enabled iDEAL, the most popular payment method among Dutch customers, payment volume from the Netherlands increased by 79%.

When we conducted a detailed review of 450 of the top ecommerce websites in Europe we found 58% had at least three basic errors, adding unnecessary friction for customers.

Here’s a snapshot of our findings.

Checkout form design

More than one-third of ecommerce companies added unnecessary friction to their checkout flow, preventing customers from checking out.

  • 42% did not automatically verify the card number as it was entered, increasing the likelihood of customers submitting inaccurate payment information
  • 39% let customers attempt to pay with an expired card date
  • 19% did not allow card numbers to be entered without spaces, adding friction by forcing customers to enter data in a certain way
  • 45% did not confirm card type when a card number was entered, missing the opportunity to validate payment details in real time

Mobile optimisation

Ninety-six percent of checkouts were designed to adapt to mobile screen sizes, but only 12% supported mobile wallets.

  • 4% did not adapt to mobile screen sizes
  • 29% failed to surface a numeric keypad to enter card information on mobile
  • 88% did not support either Apple Pay or Google Pay

Localisation

The majority of checkouts were not translated into other languages and did not offer the most relevant payment methods for international customers.

  • 74% of checkouts were not translated into local languages when customers elsewhere in Europe attempted to make a purchase
  • 81% did not offer local payment methods such as iDEAL, EPS, P24, or Bancontact in markets where they are widely used

You can read the full report on the common errors and why they matter in our State of European checkouts in 2020 report.

About Stripe:

Millions of businesses of all sizes — from startups to large enterprises — use Stripe’s software and APIs to accept payments, send payouts, and manage their businesses online.

Stripe updates its payments infrastructure an average of 16x a day. This velocity helps us continually increase conversion rates, reduce abandonment rates, and optimise checkout experiences.

To find out more contact us at https://stripe.com/gb/contact/sales.

What comes next for retail? How the sector can use customer-centric business models to bounce back and ensure long-term success

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By John Phillips, General Manager, EMEA at Zuora 

Retailing has long been one of the largest sectors in the UK economy. Pre-pandemic, the industry consisted of 306,000 shops – employing 2.9 million people – and boasted an annual sales volume of £394 billion. However, there’s no doubt that the last year has brought significant challenges to all businesses, and retailers are no exception, with 2020 being labeled the worst year in sales since.

Whilst supermarkets were deemed essential and saw demand increase, many non-food retailers were forced to close for various time periods in order to comply with government guidelines and keep customers and staff safe. For those without a digital presence, this proved costly. Even the biggest household names felt the pinch financially, with Primark going from making £650m in sales each month to nothing.

Despite vaccinations and the government’s new timeline for recovery bringing hope, there is no doubt that the last year has shifted consumer buying behaviour permanently. Earlier this month, our End of Ownership survey revealed the pandemic has accelerated a trend we’d already been witnessing; an increasing consumer preference for the use of subscription services over the ownership of physical products. In fact, 77% of U.K. adults have subscriptions services today. This is up from the 58% that had subscriptions 5 years ago.

A time of opportunity

Against our backdrop of change and uncertainty, retailers need to find new methods and strategies to remain profitable long term. As the last year has evidenced, those that fail to adapt won’t survive. However, this time of hardship has also been one of resilience. Many retailers responded to the ongoing situation and refocused their efforts to meet new demands in consumer behaviour. For example, Pret a Manger was one of many to launch a new subscription service to account for the fall in foot traffic on the high street.

In fact, during this time, subscription-based models have emerged as a key for businesses across a range of different sectors to ensure a stable revenue stream and for consumers to get the products they want in a convenient, low-cost way. From groceries and meal-planning boxes to coffee delivery services, the number of people signing up to subscription-based models is steadily increasing and COVID-19 has only highlighted their resilience. In fact, our Subscription Impact Report – which took data from March – May last year – found that more than half of subscription businesses had not been impacted by the pandemic, while one quarter actually saw subscriber acquisition rates accelerate. Meanwhile, the latest edition of the Subscription Economy Index revealed that subscription companies continue to outperform their product-based peers by wide margins. Last year alone, subscription revenues grew 11.6%, while the S&P 500 sales declined -1.6%.

There are several key players who are already reaping the rewards. For example, whilst many businesses have struggled to survive the pandemic, Gousto – the subscription-based recipe box provider – announced plans to create 1,000 new jobs as part of an expansion following a 115% spike in sales during the first half of 2020. Several many major retailers including Hotel Chocolat, Nespresso and Majestic Wine – have taken note of this success and now offer subscription boxes themselves. Morrisons, the UK’s fourth largest grocer, also recently joined the movement, launching a new weekly, fortnightly and monthly food box service.

Subscription-based models are proving to be a lifeline for many retailers battling the current period of uncertainty, with recent research revealing that 39% of UK shoppers have signed up for at least one. This demand is only likely to increase moving forward, with our latest CPG Subscription Report finding that consumers who have a subscription already are 2x more likely to get another in the next 3 years. But, in order to make subscription-based models a long-term success, retailers must focus on reducing churn and delivering true value to their customers.

Boosting the subscriber experience

While signing up new subscribers will always be important, it costs much less to retain an existing customer than to acquire a new one. Therefore, the success of subscription-based models ultimately relies upon reducing churn. Customers need to feel like they receive ongoing value, a significant shift away from the traditional single-transaction model. Their definition of value is much more than simply a price point. Whilst saving money is important, it will often not be enough to make them stay long term. Instead, the key to long-term success is to establish strong connections through unparalleled subscriber experience.

Today’s consumer wants to be put in the driving seat – therefore retailers that ensure both flexibility and convenience are likely to come out on top. For example, the ability to opt-out or even just temporarily suspend a service is seen as a really important factor. Moreover, the fear of being bound to a company or service is enough to put 42% of consumersoff signing up in the first place. This is because consumers want the freedom to consume on their terms. They want to escape the burdens associated with ownership, whether that’s obsolescence or time and location barriers. In order to offer this, businesses need to reinvent and build flexibility into their offerings, giving customers the ability to upgrade, downgrade, pause, cancel and renew at any time.

The delivery mechanism for subscription services must also be more convenient than traditional purchasing. It must take the pain out of tackling the high-street but still provide the experience at home for customers. There is a common thread that the most popular subscriptions will save time, deliver to the home or be something that the customer would struggle to get hold of under normal circumstances.

Customisation is also crucial when it comes to improving the customer experience.  Consumers have higher expectations for a subscription model than they do with a single purchase as they are buying into a brand. Therefore, retailers taking unique preferences into account and using subscription data to personalise product offerings and pricing models are likely to build a better relationship with their customers, encouraging a longer commitment and lessening churn.

Consumer-centric subscription models allow retailers to re-imagine their businesses as a recurring service, as opposed to an accumulation of transactions. They can act as an enabler for more personalised, convenient and flexible shopping experiences than ever before – whether online or in store. If retailers are able to capitalise on this movement and deliver true value to their customers, subscriptions could prove to be a sustainable solution helping them to both survive this current time of uncertainty and thrive in the future.

Pixxles – The future of payments is coming

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By Pixxles

Payments don’t need to be complicated. Pixxles is keeping it simple with a new end-to-end payment solution for online merchants. We’re not re-inventing payments, we’re just perfecting them.

The future of payments is coming soon.

Visit www.pixxles.com to register for launch updates and search #PixxlesPowerUps for tips on how to grow your #eCommerce business.

Do you specialise in A/B Testing Platforms or Card Payment Solutions? We want to hear from you!

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Each month on eCommerce & Payments Briefing we’re shining the spotlight on different parts of the market – and in April we’ll be focussing on A/B Testing Platforms & Card Payment Solutions.

It’s all part of our ‘Recommended’ editorial feature, designed to help eCommerce management buyers find the best products and services available today.

So, if you’re an A/B Testing Platforms or Card Payment Solutions specialist and would like to be included as part of this exciting new shop window, we’d love to hear from you – for more info, contact Craig Ross on 01992 666726 or email c.ross@forumevents.co.uk.

Here’s our features list in full:

Apr – A/B Testing Platforms / Card Payment Solutions

May – Multi-Channel / mWallets

Jun – Affiliate Marketing / Payments Processor

July – Email Marketing / Payment Service Provider

Aug – Google Shopping / Chargeback Systems

Sep – Personalisation / Artificial Intelligence

Oct – PPC / Account Issuing & Merchant

Nov – SEO / Payment Solution Software

Dec – Customer Experience / IT Security

For more information on any of the above, contact Craig Ross on 01992 666726 or email c.ross@forumevents.co.uk.

Join us online at the Digital Marketing Solutions Summit

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We wanted to let you know that due to the recent government announcement, we have made the decision to make the Digital Marketing Solutions Summit VIRTUAL!

Date & Time: 12th & 13th May – 09:00-13:05
Location: Your living room/office

You can see how the event will run and an example of what your itinerary will look like here.

Your bespoke place is entirely free and includes benefits such as;

  • Prepare for every eventuality – We can build you a bespoke 1-2-1 itinerary of meetings with innovative and budget savings suppliers who match your requirements.
  • Gaining industry insight – Enjoy a series of topical webinars led by industry thought leaders.
  • Flexibility – Your attendance is flexible, you can either attend for one or both mornings.
  • Save time – We will handle everything for you, saving you time and money by arranging all the meetings for you based on your requirements.

Simply click here to secure your free pass or contact me via the details below for more information.

Synchronising Europe — Is regulatory compliance slowing your international growth?

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By Nick Noyer, Head of EMEA Marketing, Stripe

Sixty-four percent of online businesses would sell to 10 or more EU countries if regulation were consistent.

In 2020 we commissioned research with leaders of 500 online European businesses to understand how they would benefit from a more consistent and harmonised regulatory framework across the European Union’s member countries.

Compliance — The challenges

Harmonised standards and tax policies should in principle ease international growth, however our study discovered a significant number of businesses cite regulatory issues as their biggest challenge. The diversity of regulations across the EU is a significant, costly, and an increasingly important challenge in the minds of online businesses. The study found that:

  • 72% of online businesses say compliance with regulation is a barrier to international growth
  • 33% of online businesses are fully confident that they are compliant with regulatory standards
  • 93% of online businesses are interested in using technology to help with regulation and compliance

Tackling the challenges

The results clearly show that diversity in EU regulations is holding businesses back. So what are the methods being utilised to support compliance?

Technology has always been an enabler for businesses, and it can be a means to align necessary regulatory standards and every business’ desire to expand. In fact, 57% of online businesses state that the availability of internet-based technology and tools has made it easier to run their business over the past 5 years. This makes online tech and tools the number one factor in making the lives of our managers and executives easier.

Other than online tools, online businesses reach to other important sources in order to meet their regulatory challenges: 44% pay for external advisors or consultants, and 41% recruit the manpower themselves.

How might technology help more?

The technology, just like the regulations, is seen as too country-specific and rather piecemeal. Ultimately, businesses are looking for an online tool that allows them to seamlessly carry out transactions across the EU and has built-in software supporting the varying tax, VAT, and regulatory requirements across the different markets. An integrated solution to the complex challenge would dramatically reduce the opportunity cost when dealing with regulations across different markets.

Conclusion

The opportunity for tech firms to ‘raise their game’ with compliance solutions is significant. At the same time, there is a need for further harmonisation of regulations across the EU. Regulations themselves drive standards, enabling quality, safety, and differentiation. But unharmonised, opaque, or hidden regulations hinder European businesses and intra-country trade to the tune of billions of euros.

Apart from the obvious approach to continue to streamline regulations across the EU, technological solutions could — and should — be part of the solution. Businesses overwhelmingly believe tech has the potential to assuage their regulatory worries but feel there is far more progress to make.

You can access the full study Synchronising Europe – Regulation, Technology & International Business Growth here for free.