DHL reveal goals to become e-commerce global leader

DHL has recently revealed its ambitions to be the leading global company in logistics for e-commerce, as claimed by CEO Frank Appel.

Appel said: "We have big plans for this year and beyond. We are laying the foundation for the future: with our Strategy 2020 we have set our priorities for the coming years." He continued: "We want to be the global market leader in logistics for e-commerce."

In the bid to successfully reach this goal, the company is due to export its model of DHL Parcel in Germany to other markets. The group has aimed to set its target at an increased operating profit to between 3.05 billion Euros and 3.2 billion Euros for 2015.

Appel also added: "Our Strategy 2020 gives us a roadmap for our further improvement and organic growth. When people think logistics, we want them to think of Deutsche Post DHL.

UPS prepare for busy week in the US

UPS has said it is expecting its parcel volumes to soar next week as consumers start to return Christmas gifts to retailers. The US parcel delivery giant has said January 6th is to be the busiest, with it being labelled “UPS National Returns Day.” The carrier is expecting more than 800,000 packages to be shipped on the day. By the end of the first full week in January, UPS is anticipating the transport of 4 million return packages and parcels in the USA alone.

UPS Executive Vice President and Chief Commercial Officer, Alan Gershenhorn, has said: “As e-commerce continues to grow, simple returns services have become an essential part of the overall consumer shopping experience with 66% reviewing a retailer’s return policy before making a purchase, and 68% said they would complete an online purchase if the retailer simply offered a free return shipping label.”

In a bid to keep its customers informed, UPS has recently updated its website and mobile app to help those looking to return items to find a convenient drop-off location. The firm has recently expanded its network by introducing 400 new UPS Access Points across the US.

UK carriers suffer from Black Friday and Cyber Monday rush

Records are showing parcel volumes in the UK as struggling as carriers face difficulties keeping up as a result of last-minute changes to available services for e-commerce retailers. This comes as a result of the UK's recent adoption of the American Black Friday and Cyber Monday promotions.

This week, e-commerce company eBay extended its delivery estimates for all Royal Mail deliveries within the UK by one working day as a result of "record-breaking" parcel volumes.

Parcel courier Yodel has had to fully suspend its parcel collections as a result of the effects of Cyber Monday, giving the company opportunity to catch up after "unprecedented" parcel volumes.

Hermes, meanwhile, suffered differently this week when a small fire broke out at one of its facilities. The fire, which started on one of its conveyor systems, saw the facility out of action for one day with delays to delivery times of up to five days. Since the occurrence, the company has managed to reduce its estimate to two days. Hermes confirmed: "Further to our hub fire last week we are pleased to announce that nobody was hurt, no parcels were damaged, the hub machines are now repaired and we are fully operational again."

Alternative delivery options could be "tipping point" for UK e-commerce during the Christmas period

In a survey conducted by parcel delivery specialist company GFS, it has been reported that UK shoppers are using a range of alternative means as to how they receive their e-commerce deliveries in the run up to Christmas.

GFS has reported that approximately 12% of online orders are now delivered through 'click and collect' type channels. Commercial Director for GFS, Daniel Ennor, has said the forthcoming holiday could be the "tipping point" for some retailers when taking delivery methods such as parcel shops and parcel lockers into consideration. Ennor said: "Consumers have grasped the benefits of moving from high street to home delivery to 'click and collect'. There's no doubt from the volumes of parcels that we're managing on behalf of clients that shoppers are being more adventurous than ever before in how they receive their purchases."

Ennor continued: "Urgent official efforts to ensure consumers have a greater breadth of delivery options available are only going to fuel adoption still further. With the possibility of regulation around the corner, this peak season could be something of a 'tipping point' in terms of shoppers being made aware of even more choice."

UK online retailers to start Christmas early: survey shows advance in promotions to boost international sales

It has been reported that UK SME online retailers have begun their Christmas promotions this week - a week earlier than last year research from Royal Mail has revealed.

From the 300 SMEs that were studied, 57% surveyed said it planned to use price promotion to secure sales this Christmas. Free delivery and free returns are other promotions tactics companies are set to use.

64% of businesses are expecting its international orders to increase this year. Last year's run up to Christmas saw 51% of retailers expecting international sales growth. This year USA is anticipated to act as the largest international market, with France at close second place.

Royal Mail's Director of Royal Mail Parcels, Nick Landon, has said: "Royal Mail's study of UK SME online retailers shows competition for customers will start earlier this year, with price promotions the key tactic for online retailers as well as offering free delivery and returns to their shoppers."

Landon added: "Royal Mail has also been preparing for the busy festive period and is opening a dedicated network of parcel sort centres to handle the additional volume we experience every Christmas."

UPS invests in cross-border e-commerce shipping company i-parcel

UPS is due to enhance its involvement in cross-border e-commerce to help its online retailers gain better access to transatlantic consumers. American company i-parcel specialise in helping provide localised versions of retail websites selling goods in local currencies, as well as being able to ship  to foreign consumers.

i-parcels is a company that was founded around nine years ago, offering its customers the power to shop using British and American e-commerce websites with ease and as if they were shopping in their own country. Once items are sold to consumers overseas, the company then ships to one of its i-parcel hubs in Los Angeles, Indianapolis, New Jersey in the USA, or Surrey within the UK. i-parcel then helps in assisting the transportation of the goods overseas via commercial airlines using local courier services.

Alan Gershenhorn, UPS Executive Vice President and Chief Commercial Officer, has said: "UPS continues to look ahead to the expanding worldwide demands in the ever-growing global e-commerce market. UPS continues to invest in capabilities that enable its e-commerce merchants to meet the growing global demand." Speaking of UPS's involvement with i-parcel, Gershenhorn also added: "i-parcel has been an international bridge linking US and UK merchants to global e-commerce consumers throughout the world and our team is excited to join with UPS to further globalise e-commerce."

UPS to rebrand Kiala locations to expand delivery options

UPS has announced it will be making efforts to rebrand various Kiala locations throughout Spain to make these co-branded as UPS Access Point locations. This will be an initial step in the bid to transform all Kiala locations to UPS Access Point locations, which is due for completion in 2016.

Online retailers in France, Germany, the Netherlands, Spain and the UK can now have their goods shipped directly to a UPS Access Points/Kiala location as an alternative to home delivery, in addition to providing an opportunity for retailers and consumers to meet with growing cross-border e-commerce.

Within Spain, consumers who are not available for a residential delivery will be able to have their parcels and package re-directed to a UPS Access Point/Kiala location, giving them opportunity to pick up their shipments at their own convenience. In most instances, shipments will be able to be collected from the location point the same day.

Christoph Atz, Managing Director for UPS Spain has said: "These additional services address the results of our 2013 Pulse of the Online Shopper survey in which consumers indicated that they want more control over when and where their purchases are delivered, and a convenient returns process. Additionally, it contributes to our sustainability efforts by reducing the number of return trips a driver needs to make to an address, which lowers carbon emissions."

E-commerce strengthens as rules for EU purchase returns change

Recent news has revealed that as of June 13th, new rules regarding consumer rights will be launched across the European Union, offering online shoppers a longer period for cancelling an online purchase. The new rule is set to provide even bigger business for postal operators and parcel carriers throughout Europe.

The new ruling is due to take place as of June 13th
throughout Europe

The new ruling will enable consumers with the right to cancel their order within 14 calendar days from the day the purchase received, including the opportunity to send it back. The new "cooling off" period is an extension of the original seven days. Following the change of rules, retailers will now be expected to provide a refund within 14 days of the order's cancellation, in additional to the refund of any shipping charges paid for as part of the order.

However, the new ruling will not apply to tickets or hotel bookings, in addition to those companies that provide regular food and beverage deliveries, such as supermarkets.

Additionally to the new return period of 14 days, consumers will also have the right to a a full year to decide if they are to keep their purchase if the retailer does not inform them correctly and clearly of their rights to return.

Business manager at Itella, the Finnish postal company, Anders Falck, has said: "An online store should make it clear whether returning is subject to a charge or not, and how it is done in practice."

DHL to expand its Packstation system throughout Europe

Deutsche Post DHL has recently announced its plans for expansion of its network of parcel locker terminals, referred to as Packstations. The parcel delivery company has been offering an alternative delivery point for parcels throughout Germany since 2001 in the form of its Packstations. The company is now looking to expand its distributions of the delivery stations throughout Italy and the Netherlands.

DHL is currently using 2,650 of the Packstations which are in operation across a total of 1,600 town and cities within Germany, which equals to approximately 250,000 individual lockers. DHL has reported that 90% of German residents live within 10 minutes of a DHL Packstation.

DHL will be introducing a new look Packstation
in the near future

It is expected for a further 300 Packstations will be added to DHL's German network by the end of 2014. While Austrian firm, KEBA, has been responsible for providing the current parcel terminals, DHL is said to be sourcing new input from design agency Polygon. The new designs by Polygon will supposedly provide various compartment sizes, as well as the "latest security standards."

Deutsche Post DHL's Board Member for Parcels and E-Commerce, Jürgen Gerdes, has commented: "We have decided to bundle the know-how we have acquired during our more than 10 years in the market in Germany to an even greater degree and continuously refine and improve the lockers ourselves." Gerdes also added: "The expansion of our network in Germany is an important part of our strategy to be the clear leader in terms of market share and innovation in the German parcel market."

The firms sees its next step will be to export its German business model to foreign parcel markets that offer "similar market structures and comparable growth rates." Gerdes explained: "The Packstation is an important pillar in our market success in Germany. We will examine the use of these automats in European markets very closely and selectively use them to establish our..operations in other countries."

E-commerce buzz words - how many do you use?

Atul Bhakta, Managing Director of One World Express, has recently shone a light on the increasing pervasiveness of the language of e-commerce in the international shipping sector.

In an interview with Post & Parcel he come up with a list of current buzz words associated with global e-commerce. How many from the list are you familiar with?


Growth - surely not preserved for the realm of online business, the issue of growth is at the forefront of every business person's mind, but it's certainly true that the growth opportunities within the online channels are particularly compelling. E-commerce is often seen as a way into foreign markets, without the initial outlay cost of setting up a physical office abroad.

Expansion - different to growth in that it implies not only increased sales but a broader consumer base, e-commerce offers more opportunities to expand into international markets than ever before.

Export - clearly, export costs are a vital element of any e-commerce model, and there a variety of options available to businesses and consumers. As a business, should you offer free international delivery, link up with an international delivery partner, or encourage your customers to arrange their own deliveries? And how much advice should you give on customs and related issues? As global markets become increasingly interconnected, such issues are emerging as essential to the future of global business - whoever knew logistics was such a host topic!

Cost effective deliveries - For consumers, it's important that the large potential savings of making purchases online are not counteracted by prohibitive delivery costs. This is why many e-commerce operators team up with discount parcel delivery resellers such as Transglobal Express, securing top-brand deliveries from the likes of UPS, DHL and TNT at a fraction of the price. Many consumers also may opt to arrange deliveries through these agents directly.

Visibility of parcels - A significant challenge currently faced by e-commerce professionals is the development of robust parcel-tracking systems. Customers want to know where their parcel is, and when it will be delivered. Lack of such a facility makes many potential buyers more tentative, so it's important to integrate this into your business model.

Customs Clearance - This is a tricky one as there are so many potential markets with such ever changing import policies. Argentina, for example, recently imposed strict regulations regarding the import of goods bought from foreign e-commerce websites, and Russia has imposed similar restrictions, in such a way as to hinder the likes of Ebay and Amazon's rapid expansion into the huge Russian market. It's important for companies to maintain a working knowledge of the customs restrictions of the country they're sending too and, importantly, to encourage consumers to do the same.

Source: Post & Parcel

Amazon to offer Sunday Delivery to Amazon Prime subscribers

Following a successful four-week trial in London in the run-up to Christmas, online retail giant Amazon last week announced that it is now offering Sunday deliveries to Amazon Prime Customers in several cities across the UK.

An Amazon Warehouse and Distribution centre in Swansea

Amazon Prime is a service available for non business customers whereby users pay an annual fee in exchange for free next day delivery on a number of eligible purchases. Up until recently, delivery services ran from Monday-Saturday, but delivery will now be available seven days a week in London, Birmingham, Milton Keynes, Nottingham, Oxford, Manchester and Leeds.

The deliveries will be carried out by Amazon Logistics, which works with regional delivery partners to deliver items directly to customers. Jamie Stephenson, UK Director of Amazon Logistics, commented: “Delivery on a Sunday means every day is now an Amazon delivery day and that Prime members can enjoy even more convenience when shopping on Amazon. At Amazon, we’re continually innovating on behalf of our customers. We know customers really appreciated the immediacy of Sunday deliveries during the Christmas period and we were able to deliver thousands more parcels in this way in those four weeks."

This is not the first time that Amazon has proposed innovative delivery solutions. The company made headlines last December by testing unmanned drones for a delivery service tentatively named "Prime Air".

Amazon Prime is designed for individual users and their families whose purchases are primarily for personal use. Business customers who use Amazon as a distributor for their goods are not eligible for the service. If you are an SME looking for door-to-door courier services for your customers, it's worth getting a discount parcel delivery quote from Transglobal Express.


Source: Post & Parcel

Argentina limits citizens to two foreign e-commerce purchases a year

The government of Argentina has introduced strict new measures limiting purchases from international e-commerce websites.

According to new controls published on Tuesday 21st January, Argentina residents are restricted from making any more than two online purchases from foreign e-commerce websites each year.

In addition, for purchases of more than $25 worth of goods, consumers must register as "importers" and comply with regulations set out by the General Import Regime. Purchases over the $25 limit will also be subject to a 50% import duty, applicable to both the value of the goods and the freight costs, and anyone importing more than their limit will have to clear goods personally at the customs office.

Argentina's head of Administration of Public Revenue (AFIP), Richard Echegaray, said the new measures were being implemented "in order to optimise traceability of transactions". The general understanding is that Argentina is bringing in the new law to restrict currency leaving Argentina at such a difficult economic time for the South American country. Argentina's currency reserves recently fell to their lowest level in seven years.

International online shopping had been booming in Argentina until recently, with 2013 seeing twice the number of Argentinians making online purchases than 2012.

In spite of the severity of these new laws, an announcement by the Directorate General of Customs seems to indicate that certain goods will be exempt, and analysts have suggested that electronic applications such as computer software will not be subject to such tight restrictions.

Source: Post & Parcel

Online reviews and their importance to e-commerce | Advice for SMEs

One of the implications of the explosive rise in e-commerce is that many companies are compelled to focus on online marketing more than ever before. To the tech-savvy, established online businesses, and businesses with developed online platforms, this is a great opportunity; to those businesses not familiar with online marketing, the rise in e-commerce poses more of a challenge. Either way, the importance of making your brand visible and enticing online cannot be understated.


With more people making an ever increasing volume of purchases online - as was further proved by this year's Christmas sales - it makes sense to use all the tools at your disposal to increase the chances that a potential customer will come across your company while surfing the web. But even if they do reach your website, chances are that many potential customers will be dissuaded from making a purchase if they are not able to find quality reviews of your services written by other customers.



Unless your brand is a huge household name (and at times, even then) many potential customers will be tentative about making a purchase over the internet without being assured by others that you are a viable and quality business. According to studies by 15 miles and Neuestar, 60% of consumers consider online ratings and reviews important when researching businesses and according to survey results released last Decemeber by Ipsos Open Thinking Exchange (OTX), 78% of online Americans aged 18-64 said that online reviews influenced their purchases. It's therefore vital that you encourage online reviews as part of your online marketing strategy.


It's not just a case of having as many reviews as possible, nor as many positive reviews as possible. A customer reading your reviews will be seeking quality over quantity - reviews that are fairly detailed and give an honest, balanced report of their customer experience.

At Transglobal Express, we've been working on this for some time, so we thought that sharing our experience could help some of the SMEs that we serve. Here are our top tips for requesting, receiving and reacting to online reviews.

1. Ask all of your customers to leave a review 
Not only is it unethical to ask only the customers your think will give a positive review to write about their experience, it's also better for your business to ensure you put in systems inviting ALL of your customers to write a review. This is because potential customers will want to see an overall assessment of the company - a business that has solely positive reviews is likely to seem more suspect that one that has both positive and negative reviews, as long as the negative reviews are addressed appropriately.

2. Use more than one review site
It's a good idea to spread your reviews over more than one website. This means that potential customers will get a consistent and therefore more trustworthy impression of your business. Sites such as TrustPilot are increasingly popular, and we direct our customers there, but there are also many other sites such as Review Centre and many service specific sites such as TripAdvisor, which you could focus on, depending on the nature of your business.

3. Consider using an online review partner
While asking customers to leave a review yourselves can be effective, we also recommend teaming up with a reviewing partner such as TrustPilot, which sends out the review requests for your via email. Customers tend to be more likely to respond to a third party. Make sure your review invitation stresses how much you value customer feedback.

4. Respond to your reviewers and engage with their feedback
Don't forget that inviting reviews of your service opens a line of communication between you and your customer. Don't just send the review request and leave it at that. Regardless of the rating given, if there is anything in a customer's review that requires attention - from a constructive criticism to an expression of dissatisfaction - make sure you respond. And make sure your response is constructive, helpful and not defensive. Invite customers to email your customer services team if they require further advice or help.  Responding to reviews has two major advantages - the customer who left the review will be glad you have acknowledged their review and are taking steps to respond to any issues, and the potential customer will see that you are a responsive and customer-focused business.

5. Use the reviews as a chance to improve your processes - and advise customers of the changes you have made
This one is self explanatory - assess your reviews regularly, they are an invaluable insight into how your customers perceive you as a company. Does this clash with your own impression of the company? If so, you need to take action. Respond to customer feedback not only via the review site but also within the business - what changes and improvements could you do? Above all, customer feedback is an opportunity for you to improve!

E-commerce precipitated Royal Mail privatisation

Earlier this month, the government confirmed its plans to privatise Royal Mail, following legislation passed in 2011 to pave the way for the sale. Business Secretary Vince Cable announced that a majority stake in the business will be sold through a flotation on the London Stock Exchange, and that 10% of shares in the business would be given to Royal Mail employees. The exact size of the stake to be sold will depend on market conditions at the time of the sale, which will take place before 31st March 2014, and which the UK media have speculated will happen this Autumn.  

The main reason for the sale given by the government, along with Royal Mail managers, is that the organisation requires private capital in order to develop in the way demanded by changes to the mail market. E-commerce has been cited as a primary factor in this: less letters are posted at a time when the demand for parcel delivery is rapidly increasing due to growing numbers of people shopping and doing business online. Royal Mail currently faces competition from private door-to-door couriers such as TNT Express and DHL Express. 

Unions and other campaigners against the sale warn that privatisation could eventually lead to reduced service levels, and poorer terms and conditions for postal workers. At a time when door-to-door courier services are available at much reduced rates when purchased through resellers such as Transglobal Express, it does seem that maintaining Royal Mail as a commercially viable entity will prove challenging if it plans to guarantee its six day service and set prices regardless of UK destination.

Royal Mail research reveals massive growth in UK e-commerce

The number of online-only e-retailing business has more than doubled in the past five years from 6,700 in 2008 to 14,400 in 2012, according to a nationwide study commissioned by Royal Mail. While the number of businesses contributing to the British economy fell an annual average of 0.4% for the years covered, the number of companies selling goods online saw a staggering 21.3% average annual growth. 

Speaking of the study, Managing Director of Royal Mail Parcels Nick Landon commented: "Online-only e-retailing has become an increasingly strong area for business start-ups and is making a strong contribution to the overall UK economy. With continued growth in online shopping, we can expect more significant contributions to the UK economy in current years."

Online sales are also way ahead of the retail sector as a whole, according to a recent CEBR study of ONS data: e-retailing grew by almost 50% while the total retail sector saw only 13.6% growth. Given that increased online sales means increased demand for postage and delivery Royal Mail are set to take advantage of this increase as part of their growth strategy. Courier services resellers such as Transglobal Express are are also set to benefit from this increase, given that their highly competitive rates for services such as UPS, DHL Express and TNT can rival Royal Mail in terms of price and service, as well as offering much lower costs than customers would incur by booking directly with the courier.