Mail Boxes Etc. UK & Ireland's blog

Whether you're looking for worldwide parcel delivery, courier or postal services; print and copy; mailbox rental or a virtual office package, you can trust the team at Mail Boxes Etc. www.mbe.co.uk

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A New Vision for Mail Boxes Etc Shepherd’s Bush, London

Welcome to an exciting new chapter for the Mail Boxes Etc. store in Shepherd’s Bush! As of April 2024, local entrepreneurs Raj Khullar and Adnan Siddiqui have taken over the reins, bringing fresh ideas and renewed energy to this beloved community hub on Rockley Road.

New Mail Boxes Etc Shepherd’s Bush owners Adnan Siddiqui and Raj Khullar

Raj, who recently bought the franchise, has teamed up with his old friend Adnan, who will be managing the day-to-day operations. Together, they have a clear vision: to support local businesses in Shepherd’s Bush with their import and export needs, while also expanding the store’s design and print services.

Raj shares his enthusiasm:

“Mail Boxes Etc. is the world’s leading provider of shipping, fulfilment, print, and marketing solutions for small and medium enterprises, as well as consumers. With a network of over 1,800 franchise locations in 48 countries, we are truly global.”

He continues,

“Mail Boxes Etc. is one of the few chain store outlets expanding on UK high streets. We believe this growth is driven by the increasing number of ecommerce businesses looking for professional shipping solutions and postal mailboxes separate from their home or operational addresses.”

Raj and Adnan are committed to making international shipping hassle-free for their customers. They handle the complexities of choosing the right shipping partner for each package and assist with documentation to minimise delays.

Their packing solutions are ideal for those dealing with fragile items, and they also specialise in securely sending sensitive and high-value documents.

For businesses operating from home, the store’s mailbox services offer a perfect solution, allowing entrepreneurs to keep their home addresses private. Raj adds,

“I’m excited to bring these services to the people and businesses of Shepherd’s Bush. We aim to help local entrepreneurs and established businesses expand their reach globally.”

With their combined expertise and dedication, Raj and Adnan are ready to take the Shepherd’s Bush Mail Boxes Etc. to new heights, offering unparalleled service and support to the local business community.

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How to make the most of Black Friday

How can retailers make the most of the opportunities that Black Friday brings?

Black Friday is one of the most highly anticipated shopping events of the year, when consumers can enjoy discounts on a huge array of products. But how can retailers make the most of this opportunity to boost sales, raise brand awareness and move stock to make way for new items?

Whatever the size of your business or customer base, you can still use Black Friday as a springboard to greater brand awareness, increased loyalty and sales growth. At this time of year, consumers are expecting brands to promote their offers and are much better disposed to receiving – and acting upon – sales messages. That’s why it’s worth applying discounts and making a big splash across all your channels, from social media to e-shots and physical collateral like flyers and posters. With consumers more likely to be ‘warm’ to your sales messages, it would be a shame to miss out.

Black Friday deals are often applied to the key consumer goods categories: electronics and IT, fashion, cosmetics, household appliances, sports equipment, toys and games. But whatever you’re selling, you can still catch the consumer’s eye with the right messaging.

If yours is a start-up or you’re still building your audience, think of Black Friday as a boost to your marketing efforts, a foot in the door. Even long-established brands that pride themselves on customer loyalty can still leverage consumers’ curiosity and perhaps gain themselves some new fans.

It’s not all about discounts

Black Friday is also a chance to look at your product range and move inventory to make way for new stock. If your summer sale has resulted in leftover stock that you need to shift, consider a ‘30% off all sale items’ promotion for Black Friday or even throughout November.

On the other hand, if you want to grow your reputation as the go-to retailer for the best deals on cutting-edge tech, make sure you’ve got your offers lined up (and your warehouse well stocked) before October’s out. Once consumers decide they want to buy, if you’ve run out of what they want they will go elsewhere – even if it means paying a bit more. You don’t want to miss out on their custom.

It's not necessary to discount your products to tap into Black Friday energy, either. Consider instead giving away samples with every item purchased, or starting a loyalty club and offering every new customer a certain number of free points with every purchase during November. This is a great strategy for smaller or new businesses who want to reach a wider audience without direct impact on their profits.

Say it loud

The benefits your brand gains from its Black Friday promotions go beyond additional sales. This is an opportunity to enhance your reputation and promote your values. With the potential for greater audience reach, your marketing activity should amplify your brand, both visually and in terms of key messages.

This is also a chance to showcase your customer service, as well as the quality of your products. In short, think of Black Friday as a platform for broadcasting your brand’s personality. Ensuring a smooth online purchasing journey for your customer is also essential at this busy time, as well as a seamless returns process.

There’s a quid pro quo element to this, too. Because you can ask your customers to do something for you in return for your generosity in discounting your products or offering added value at this time of year. There’s no denying power of positive reviews on Google, Feefo, Trustpilot and similar sites: recent research shows that more people are likely to trust product reviews from other customers than from industry experts, professional reviewers and companies or brands. And if up to 95% of consumers read online reviews before buying, your brand should be looking to gain as many positive recommendations as possible. That’s why offering an incentive for customers to leave a review is a good idea, particularly during Black Friday.

We can help

If your business needs help with order and inventory management, packing, shipping and automating the management of orders and returns, talk to the experts at MBE. We’re also here for your design and print, specialising in digital and physical marketing materials that boost your brand and ensure your messaging is received loud and clear.

Find out more here.

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Building on success

Paul Lai is one of MBE UK & Ireland’s longest-serving franchise partners. He started his career in distribution, managing warehouses and inventory, and had been running a sub-Post Office and office supplies business before he opened his Letchworth centre in September 1999.

Paul, who has a master’s degree in distribution and graduated as an industrial engineer, explains that he had been developing a plan of something very similar to the MBE business model, which is why he was initially attracted to the franchise opportunity. Then, as now, the mix of print and copy, mailbox rental, shipping and courier services provided a broad appeal for businesses and consumers alike. “That’s why I decided that instead of doing it on my own, I would go with MBE,” says Paul.

He enjoyed the challenge of running his Letchworth store. “Back then, my intention was never to open other stores. I just wanted to make sure I stayed connected with how the business was run.” Talking about the changes he has seen since 1999, Paul says. “It has changed over time, of course. But when I first started, MBE was going down the route of automation. Now, of course, automation is coming back, so in some ways it feels as though we have gone full circle.

“In economic terms, I think things are similar now to the way they were in the late 90s. But one of the challenges we face today is that there are a lot of copycats in the marketplace.” Key differentiators for MBE are its 140+ high-street centres offering the biggest choice of leading carriers, together with specialist services such as the design of both digital and physical marketing resources, plus its white-glove Auction Logistics offering for buyers and sellers of fine art, antiques and collectables.

Spotting an opportunity

Paul’s knowledge and expertise as a franchise partner led to his becoming an area developer for MBE’s northern home counties group of stores.

“I support all new franchise partners during the period leading up to the opening of their stores and give them ongoing support. We do get a lot of interest, and it’s a case of ensuring applicants understand what’s involved, the work they need to put in, and how they can build their business into something that will bring them the income they’re looking for.

“There are a lot of opportunities right now, as some of the longer-established franchise partners are coming up to retirement.” As an entrepreneur, Paul keeps his eye on the property market, which is how he spotted that a shop in Northampton was coming up for sale. “It was in the right location at a reasonable price, so I grabbed it,” he explains.

“The location means it has a lot of potential to become a high-performing store. The community in Northampton is very loyal to local businesses and they do prefer to buy locally if possible. People there are very friendly and they value the businesses that are prepared to build lasting relationships with them. Gold Street, where the new store is located, used to be the high street in Northampton. It’s still a great location with lots of thriving stores, which means it has plenty of footfall. With a university about three miles down the road and lots of local businesses, this location has plenty of potential.”

Paul’s advice to new MBE franchise partners looking to create a successful centre is that strong relationships are key success. “Build relationships not only with your customers, but across the whole business,” he says.

“Whether you are looking to open a new centre or acquire an existing one, the energy you put into sales prospecting, coupled with support from your area developer and MBE head office teams, will help your business grow more quickly.

“Tap into all the seminars and training that are offered by the head office team and make the most of all their marketing activity. And finally, remember to watch your cashflow. That’s vital.”

MBE Northampton opens on 9th October. To find out more about the store, including the full address, telephone number and opening times, click here.

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MBE Worldwide honoured with International Brand of the Year Award at European Franchise Awards 2023

4 October 2023

MBE Worldwide (“MBE”) has been awarded bronze at the European Franchise Awards 2023, which took place in Brussels on September 21st, in the “International Brand” category. MBE Worldwide competed with seven other companies that are making their mark globally. This accolade recognises the significant progress made by MBE in expanding its business across the world.

The European Franchise Awards are a celebration of excellence hosted by the European Franchise Association, a leading advocate for the franchise industry in Europe dedicated to fostering and promoting the franchise business model. The event featured the participation of 30 companies across 10 European countries and provided a platform to celebrate excellence, innovation and dedicationwithin the franchise sector.

The International Brand of the Year category acknowledges brands recognised for their ability to expand beyond their domestic market, particularly outside of Europe. By bestowing this prestigious award upon MBE Worldwide, the European Franchise Association and its international panel of judges acknowledged MBE’s role as commerce enablers for SMBs and consumers and its commitment to making a global impact and empowering entrepreneurs worldwide. MBE Worldwide has demonstrated an exceptional contribution to the franchise sector, with a clearly defined global expansion strategy resulting in a presence of the Group in52 countries, encompassing10 brandsand 3,150+ Business Solutions Centres that served over 1 million business customers worldwide in 2022, also including its e-commerce platform PrestaShop.

“We are honoured to receive this award in recognition of our international role and vision in expanding our business across the world. It motivates us to continue developing an evenly distributed international network of Business Solutions Centres,” said Giuseppe Bergonzi, MBE Worldwide Region Director. “This prize is a tribute to the hard work and dedication of the entire MBE team, from entrepreneurs and master licensees all over the world and their staff, to the corporate partners in the headquarters”.

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E‑commerce and sustainability: eco‑friendly shipping solutions

Reducing the environmental impact of your e-commerce business

Environmental sustainability is becoming increasingly important in the online sales sector. Consumers are more aware of the ecological impact that e-commerce businesses can have, and they are actively seeking sustainable options. That’s why it is crucial to prioritise making your online store more eco-friendly by implementing environmentally conscious practices. Here, we look at come e-commerce delivery solutions that can positively impact your environmental footprint.

Using eco-friendly materials helps reduce the overall environmental impact of the supply chain.

The green practices adopted by an online store can help raise awareness among customers.

Eco-friendly packing materials

The excessive use of packaging materials represents a common problem in e-commerce, as products are often enclosed in boxes and packaging that are disproportionately large, leading to increased waste volume. To reduce the environmental impact, it’s important to choose  eco-friendly packaging materials, including cardboard which comes from recycled or recyclable sources and reusable packaging, which can be returned and used again. Encouraging customers to return packaging can help reduce waste and promote environmental sustainability.

Optimisation of returns

Returns represent a significant challenge for e-commerce businesses in terms of environmental impact. Aside from the logistics cost, returns lead to a surge in packaging and subsequent carbon emissions. To reduce this impact, it is essential to focus on prevention: by providing detailed information about products, such as sizes and materials, together with clear images and/or videos, you can help customers make well-informed decisions during the purchase phase. You can also offer customers personalised consulting or chat services to help them choose products based on their specific requirements. Reducing returns helps with sustainability as well as contributing to an online store’s overall environmental footprint. It also helps customers ensure they get exactly what they need when placing an order, saving them the inconvenience of returning items for exchange or refund.

Sustainability education for customers

Customer education plays a vital role in achieving sustainable e-commerce practices. By transparently communicating the eco-friendly initiatives taken by your business, you can help raise customer awareness, encouraging them to make more informed choices. This includes providing information on the environmental impact of the packaging used, promoting bulk shipments or suggesting greener delivery options. It can also be useful to share case studies on your sustainability initiatives through blogs, newsletters or social media. By educating customers about sustainability, you will help foster eco-friendly values and stimulate responsible purchasing behaviour, as well as boosting your brand’s credibility.

Collaboration with suppliers and partners who prioritise sustainability

To make an e-commerce business more sustainable, it is essential to collaborate with suppliers and partners who share the same values. Choosing suppliers who prioritise eco-friendly materials and sustainable production practices contributes to minimising the overall environmental footprint of the supply chain. Partnering with organisations that advocate for sustainability in e-commerce will help you ensure that your business adopts best practices and can facilitate collaboration on joint initiatives to reduce environmental impact.

Conclusion

Environmental sustainability is a crucial and forward-looking objective for the e-commerce sector. While implementing eco-friendly delivery solutions is only one part of an overall sustainability strategy, reducing a company’s environmental impact requires an ongoing effort to improve operating practices, adopt sustainable technologies, educate customers and collaborate with suppliers and partners who share the same commitment.

Promoting sustainable e-commerce not only contributes to environmental protection, but also serves as a brand differentiator, attracting customers who prioritise the environment and can have an important impact on society as a whole. The trajectory of e-commerce is clearly shifting towards sustainability and companies that proactively adopt eco-friendly delivery solutions position themselves advantageously in an increasingly aware market that values these ethical considerations. By aligning with sustainability, e-commerce businesses can pave the way for a more environmentally responsible and prosperous future.

MBE is a network of professionals that offers companies the best solutions for shipping products sold online. Our professional packaging services for e-commerce rely on quality techniques and materials alongside the utmost care.

You can rely on MBE packaging solutions to help you offer your customers a personalised and professional service here.

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The benefits of international franchising

How franchising can represent an opportunity for international growth

The internationalisation of franchising in the delivery sector represents a winning strategy for companies seeking to expand their business on a global scale.

This business model offers many advantages, allowing companies to enter new global markets, reducing risks and increasing benefits that can come from the knowledge and experience of local partners.

If you are looking to grow your business in new regions, franchising offers a significant benefit thanks to the mitigations of risks. Through partnerships with local organisations, businesses can spread both financial and operational risks, enabling them to explore new markets with modest initial outlay.

Franchising provides businesses with the chance to tailor their offerings and tactics to suit the distinct cultural and local traits of diverse international markets. By collaborating with local franchisees, businesses can deliver a customised service that caters to the demands and preferences of regional clientele, which gives them a significant competitive advantage.

Reducing risks associated with international expansion

Adaptability to local markets

Advantages of internationalisation of the franchise in the delivery sector

The internationalisation of the franchise in the delivery sector offers many benefits for companies:

Access to international markets

Franchising enables companies to access new international markets through collaboration with local partners. This allows them to benefit from the relevant market knowledge, customer relationships and operational expertise needed to succeed in a particular country or region.

Risk reduction

By sharing responsibilities with local partners, companies can reduce the risks associated with international expansion. This allows them to experiment with new markets with lower initial investment and to adapt more quickly to local dynamics.

Scalability and faster expansion

One of the advantages of franchising is that it offers a scalable business model, enabling companies to swiftly extend their presence across various international markets. This rapid expansion makes it possible to seize new market opportunities and gain competitive advantages.

Adaptability to local requirements

By forming partnerships with local franchisees, businesses can tailor their offerings and marketing strategies to align with the cultural behaviours and preferences of native customers. This flexibility enables brands to provide a customised service within diverse international markets.

Sharing of best practices

The internationalisation of the franchise favours the sharing of best practices among various units. This exchange of knowledge and experience contributes to enhancing operational efficiency and fostering innovation within the network.

MBE franchising

Mail Boxes Etc. (MBE) is an international franchise network specialising in pack and ship, e-commerce logistics and fulfilment, marketing and printing services. With over 2,800 centres in 53 countries, MBE offers a unique opportunity for internationalisation.

By partnering with MBE UK & Ireland, you can benefit from:

A recognisable brand 

MBE is an internationally established brand. Affiliation enables companies to benefit from the reputation and trust that the brand has built over the years.

Support and training

MBE provides comprehensive support and ongoing training to its franchise partners. Businesses can benefit from experience and best practices in the shipping industry, enabling them to deliver high-quality services to their customers.

Global network

The international presence of Mail Boxes Etc. offers companies the opportunity to expand globally. Franchise partners can leverage its global network to offer reliable logistics and shipping services around the world.

Innovative technology and solutions

MBE offers innovative solutions and technology to meet customers’ most diverse needs. Affiliated companies can benefit from access to these solutions and technology.

If you are looking for an internationalisation opportunity in the shipping sector, franchising with MBE could be the ideal solution. Contact us today to learn more and find out how we can help you expand your business globally.

Find out more about being an MBE Franchise Partner here.

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Regulations for e-commerce businesses

Selling online? Here’s what you need to know

If you’re setting up an online business you need to ensure you’re fully compliant with all the rules and regulations.

In the current digital landscape, e-commerce continues to increase its profile, offering businesses of all sizes the opportunity to reach a global audience and overcome the physical limitations of traditional stores. However, to run an online business successfully, it’s essential to comply with the laws governing this sector and to ensure your customers’ data is kept safe.

Setting up your e-commerce business: the starting point

If you’re starting an online business, the first steps include registering it with Companies House, obtaining a tax number (UTR or Unique Taxpayer Reference) and ensuring your operations comply with the current consumer protection and data privacy laws. To register your business, you will need to choose a name for your company and decide on a business address.

Strong data security policies are recommended.

It is essential that specific security measures are in place to protect customer information.

Consumer protection

Consumer protection is a crucial component in e-commerce and it is vital to ensure that your business complies with consumer protection laws. These cover, amongst other things, the accurate description of your products, observance of delivery times, management of complaints and the right to cancel or return. You can find out more here.

Data Protection and privacy

Running an e-commerce business involves the collection and processing of customers' personal data and it is your responsibility to ensure that these practices comply with privacy and data security laws. This requires the adoption of specific security measures to protect customer information and detailed communication on the use and collection of their data. You can find a comprehensive guide to processing and protecting customer data here.

Tax and administrative regulations

You will also need to ensure you comply with tax and administrative regulations. A complete guide to registering your business with HMRC and complying with tax laws can be found on gov.uk.

Although it might seem complex, with the right preparation and after putting in place the necessary systems, starting your own e-commerce business is relatively straightforward.

If you need help with registering your business, obtaining a virtual office address that keeps your personal address private; setting up logistics, fulfilment, delivery and returns; creating digital marketing assets to support your brand and promote your offering and much more, look no further than MBE. We have a range of solutions to help you sell online and our services can be uniquely tailored to your needs.

Contact us today to find out more.

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What is rebranding and why is it necessary?

When and how to refresh your corporate image to make your brand more effective.

In an era of digital transformation, where consumers’ tastes and purchasing habits are constantly evolving, rebranding can play a fundamental role in revitalising a company’s image so that it can respond quickly to changing market demands.

The current landscape is increasingly competitive, dynamic and flooded with different products. This means it’s vital to prioritise your corporate image, so that you can differentiate yourself from competitors, forge emotional connections with customers and be prepared to made decisions that modernise, refresh and reposition your brand visually.

What does rebranding mean? In essence, it’s a brand identity renewal process. An operation that involves the creation of a new or refreshed image for an existing product or brand that can involve the name, logo, design, colour choices and tone of voice. It is a delicate and complex process that demands careful consideration of multiple factors: according to Forbes magazine, a total overhaul of a brand can take between 12 and 18 months.

The brand identity is an essential pillar of the company’s identity and can influence the perception of the product within the market, which is why it’s crucial to stay up to date with current trends and make sure your brand aligns with your target audiences. Here, we explore when and how to implement a rebrand strategy and breathe new life into your business.

Refreshing a brand can take up to 18 months of work

60% of consumers tend to avoid companies whose logo is unattractive

When to rebrand

A recent report by StudyFinds found that 60% of consumers avoid companies whose logo is considered to be unattractive, although their products’ reviews may be good, while over 50% of respondents say they are more inclined to choose products whose brand is easily recognisable. Having an impactful logo and a corporate image that keeps pace with the changing times is crucial to maintain competitiveness in the market. That is why, according to Entrepreneur magazine, most companies consider doing a major rebrand every 7-10 years and constantly make small changes to improve their visual identity.

When is the right time to go through a rebranding and why? And what are the crucial factors to be taken into consideration? Let’s take a look at some of them.

Align your corporate image with a new strategic direction. When a business moves in a new direction, it’s crucial that its brand embodies this transformation. Rebranding allows you to communicate your new objectives and the new path that you are following, leading to an alignment between public perception and the desired positioning. The selection of colour, font and tone of communication does not happen randomly and is not dictated by personal preferences, but all these elements represent a precious resource for establishing an empathetic contact with potential customers. That’s why it’s important to entrust this process to professionals who can interpret the needs of the business in the best way possible.

The need to attract new market segments. When companies venture into new markets or aim to target new audiences, adjusting their visual image can be a key way to present their products or services so that they’re appealing to these new segments. However, it’s important to avoid a fragmented or incomplete approach. Your rebrand should encompass all customer touchpoints, including your website, social media channels, promotional materials and giveaways, along with printed materials like flyers, brochures and business cards. This holistic strategy ensures a cohesive and unified brand identity geared towards maximising the impact of your rebrand.

Differentiate yourself from the competition. In saturated market segments, it can be very difficult to stand out and be noticed. An effective rebrand can help you differentiate yourself from your competitors, highlighting the uniqueness of your offer. Taking this strategy through to items like customised packaging materials can contribute significantly to the diffusion of your brand and corporate identity.

Respond to significant changes in the business environment. Whether it’s technological innovations, new market trends, mergers or acquisitions, an ever-changing environment can require a brand refresh to maintain relevance and adapt to the current landscape. Rebranding is an effective way to communicate these changes, giving a new boost to your business.

Restore your corporate image. Rebranding can help restore a compromised reputation or repair image damage, especially after a period of crisis. An image renewal, if well thought out and indicative of the growth path undertaken by a company, can convincingly communicate that corporate issues have been resolved, helping restore trust. This strategic reset of the brand image is a powerful tool, providing tangible evidence of the organisation’s evolution and conveying a positive message that helps regain the confidence of its audience.

The experts at your local Mail Boxes Etc. centre can help you evolve or renew your brand identity. We will work with you to refine your visual communication and create a co-ordinated image with our design, print and marketing support solutions here.

[FAQs – replace the answer to question 3 with the following:]

Yes, adapting your brand identity can help present your product in a way that’s more attractive to new market segments, personalising your communications more efficiently for new target audiences.

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How to deal with a sales drop during the summer

Tips to avoid a summer e-commerce slump and optimise performance during the summer period.

There are many factors that can influence the growth of an e-commerce business. In addition to the daily management of orders, shipments and marketing activities, it’s now essential to implement strategies aimed at avoiding the e-commerce summer slump – the inevitable decline in sales during the summer season. This period can be tricky for an online business. User engagement drops and there is a higher rate of cart abandonment, with a subsequent decline in conversions.

This is primarily because consumers are spending their money on travel, vacations and outdoor activities, so that less time is spent on online shopping. Meanwhile reduced use of electronic devices means less engagement with e-commerce platforms. Globally, e-commerce traffic drops by 30% between July and September, before picking up with Black Friday promotions, according to research conducted by Parcel Monitor.

The challenge is how to influence users’ decisions and minimise the reduction in sales activity. Tapping into the buoyancy of the e-commerce marketplace is a worthwhile investment: data provided by Insider Intelligence estimates that online sales will reach 7 trillion dollars worldwide within the next two years.

• e-commerce sales register an average drop of 30% during the summer months. • according to the latest Qubit survey, the most purchased categories online are fashion, electronics and groceries.

Strategies to optimise sales during the summer

Companies experiencing an e-commerce summer slump should aim to stimulate customer engagement and enhance the performance of their online business. By adopting better digital solutions, they can ensure they maintain a strong online presence and identify the needs of their target audiences even during the summer months.

There are many strategies that can be implemented to optimise summer sales:

Generate a sense of urgency and exclusivity.

Timed promotions on specific categories of products help encourage summer sales. Limited-time offers, both on a daily and weekly basis, along with customised promotions, can be useful for clearing out inventories. A psychological principle that can be exploited in this context is scarcity: communicating a sense of urgency and scarcity around certain products can increase their perceived value, leading to an increased likelihood of conversions. This strategy can create an atmosphere of exclusivity and prompt customers to make faster purchasing decisions.

Increase visibility on social media. It is important to expand your marketing efforts to reach an increasingly large audience segment. One effective strategy is to leverage the opportunities provided by social networks, which enable continuous engagement with the target audience throughout the entire purchasing journey. After updating your social media pages with personalised cover images for the summer period, create a well-structured editorial plan that taps into the summertime vibe, so your customers will be more likely to treat themselves.

Use live shopping. To capture your customers’ attention, explore the latest digital marketing trend of live shopping, also known as live commerce. This innovative format involves leveraging live streaming to sell products, providing an interactive and engaging shopping experience for the audience. According to the latest data from Statista, last year, in the United States alone, the purchase of products via live shopping reached 17 billion dollars and is expected to triple within the next three years.

Improve user experience. Use this time to improve the customer’s experience on your website. Identify bottlenecks in the purchasing process and optimise every aspect of your online platform to help you increase retention of existing customers and acquire new ones. According to data reported by Exploding Topics, 92.3% of users worldwide access the internet using a mobile device and approximately 55.4% use it to purchase a product or service online. That’s why it’s increasingly important to improve website loading speed, ensure your platform is fully responsive and mobile friendly, and streamline the checkout process.

Build customer loyalty. A comprehensive marketing plan must also take into account the post-purchase stage, when users start to get familiar with the goods or services they have chosen. It's important to maintain an active post-purchase dialogue with customers, which may include requests for feedback, promotional offers, or personalised content to encourage further purchases. Direct mail is one of the most impactful solutions for establishing a lasting relationship with customers. It ensures a positive and consistent brand image and can be seamlessly integrated with digital mailing services.

To overcome the e-commerce summer slump challenges and foster the development of your online business, Mail Boxes Etc. offers professional digital solutions to help companies ensure their e-commerce fulfilment and logistics is fully streamlined.

Click here to discover how MBE can help support your e-commerce business.

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Teamwork makes the dream work

Team away day with MBE Franchise Partner, Peter Lyons

Peter Lyons is one of MBE UK & Ireland’s longest-serving franchise partners, opening his first store in Marylebone High Street, London, over 25 years ago. His five highly successful central-London stores regularly top the company’s total sales chart across the network and he is a dedicated champion of the MBE brand.

Peter is committed to developing his team by giving employees a career path, celebrating success and rewarding hard work. Inspired by the performance of his centres, which had shown a 5% growth on the previous year and delivered a great first quarter, Peter felt the best way to thank and motivate his team this summer was to combine a review with some training and team-building activities that would take them out of their everyday environment. And what better way to do this than whisking them off to a five-star hotel for two days on the south coast, combined with a sail on the Solent?

Peter says: “Twelve of us met in the Kensington store and travelled to our hotel in Southampton for individual presentations on store performance and the chance for everyone to share ideas. Everyone had their own sumptuous room.

“In the evening we wined and dined out until the early hours. After an early start the next day for the director’s review, we all boarded a luxury yacht to take us up the Hamble river, over to the Isle of Wight and around The Needles.”

The team then had a fabulous lunch at The Hut restaurant at Colwell Bay. (If you haven’t checked it out, it’s well worth a look!)

“We returned home that evening,” continues Peter, “for a refreshed and invigorated start to the second half of the year with a renewed focus on accelerated growth and excellent service. I’m certain the whole team enjoyed the trip and that it helped motivate them to continue to proudly represent the Mail Boxes Etc. brand.”

To find out more about how you can become part of one of the UK’s most successful franchise networks, click here.

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How to optimise your e-commerce conversions

Best practice and top tips to boost e-commerce conversions

The growth of online shopping and the evolution of e-commerce have made the world of digital marketing increasingly competitive, compelling companies to enhance their processes and strategies to align with market opportunities.

The conversion rate of an e-commerce business (the number of transactions completed after a visit to your website) is probably the most significant metric for assessing return on investment (ROI). A recent report from Unbounce stated that it typically falls within the range of 2% and 4% of visits to an e-commerce website. In 2021 this reached 5.2% across all sectors of online shopping, although the latest data from IRP shows a decrease of 0.91% in the average conversion rate compared to 2020.

This shift highlights the need for companies to intervene quickly to ensure their entire e-commerce operation is operating at optimal levels – from its marketing campaigns and website to the delivery partners that can help make the management of their online business more effective and the customer’s experience more satisfying.

The conversion rate of an e-commerce business typically falls within the range of 2% to 4% on most sites that receive millions of visitors every day.

According to the latest IRP data, the average e-commerce conversion rate decreased by 0.91% in 2021, from 1.65% to 1.64%.

How to improve conversions

The conversion rate for an e-commerce business is the percentage of website visitors who perform a specific action, i.e. the ratio of transactions made compared to the number of sessions in a given time period.

Whether it’s making a purchase, completing a lead generation form, signing up for a newsletter or contacting customer service, analysing the transactions on your website offers valuable insights into consumer behaviour. This data is critical to understanding how to set benchmarks that can help optimise sales volumes.

There are several strategies that can be used to help improve your conversion rates:

Use persuasive design: To be truly effective, a website should include compelling and convincing high-quality images and videos. It’s important to capture visitors’ attention within seconds of landing on your website. Focusing on dynamic design that includes large images on the home page and informative videos on the product pages will help give users the information they need. With a clear understanding of what they’re buying, people are more likely to conclude their purchases.

Improve customer service: According to Meta for Business, 52% of online consumers base their brand choices on customer experience. Many will abandon purchases from brands that offer ineffective customer service, preferring to opt for others that offer a more satisfying experience aligned with their needs, even if this involves a higher cost. One way to improve the quality of your customer interaction can be to implement software that can support direct communication. Live chat and chatbots can help you provide fast response to customer queries and real-time support, even outside regular business hours. Make sure all your processes are optimised for speed and efficiency, including shipping and returns. This aspect of the transaction can be transformed by working with a third-party shipping company to ensure secure packing, reliable shipping, easy tracking and fast resolution of any customer queries.

Optimise UX: Enhancing the user experience on your website is one of the most effective ways to improve e-commerce conversion rates. Optimise the navigation and site structure to allow visitors to quickly and easily find the information and the products they’re looking for. According to a survey by Retail Systems Research, 52% of consumers express dissatisfaction with slow-loading product pages or complicated payment procedures. And more than 90% of users abandon sites that are too slow, opting for competitor sites or well-established marketplaces like Amazon. Make it easy for customer to check out. Reduce the number of fields to complete during the checkout process and provide different payment methods.

Adopt a mobile-first approach: According to eMarketer, mobile transactions now account for 40% of all e-commerce sales and are worth nearly $436.7 billion worldwide. This is why optimising a website for mobile devices is a fundamental objective if you want to reach your target audience and improve their shopping experience. Making sure your website responsive for mobile devices includes increasing font sizes where needed, optimising speed and compressing images.

Increase payment and delivery options: While simplifying processes helps to improve your site’s navigability, it can be useful to introduce additional steps and options in the checkout process, giving users a choice of payment and delivery methods. Ensuring reliable tracking greatly enhances customer satisfaction, as well as providing you with useful data. Integrating an after-sales management platform allows you to monitor all shipped orders, automate processes and send personalised updates on the status of orders.

Use discounts and promotions: Offering discounts and promotions is a great way to strengthen buyers’ brand loyalty and motivate them to make a purchase. According to data from RetailMeNot, almost 75% of consumers see promotions as a decisive factor influencing their choice of shopping site and the type of products they buy. Another incentive could be to offer free shipping: high shipping costs are often among the main reasons why people abandon their online shopping carts. Free shipping, together with coupons and discounts, can actually motivate them to spend more.

Follow up with an email: Sending follow-up emails is a great way to establish a connection with users. These serve multiple functions, helping to remind users who have abandoned their cart to complete their purchase, or simply reaching out to customers after an order to thank them with a personalised message. Use data to help segment your customers based on specific criteria. For example, you could divide them on the basis of past purchases or interest shown in certain products, so you can offer them a better user experience and ensure your emails are tailored to their needs.

Incorporating effective digital solutions is a key strategy to strengthen your online presence and establish connections with your target audience. Mail Boxes Etc. provides comprehensive support to companies, entrepreneurs and artisans in managing and optimising their online activities, including shipping and delivery solutions.

MBE’s e-commerce solutions are digital, flexible and personalised, helping speed up and simplify processes to offer a smooth shopping experience that helps optimise your online business for the best possible results. Boost your online business with MBE digital solutions here. 

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How and why to ship suitcases

The advantages of shipping suitcases and how to get your luggage to its destination safely

Planning a trip calls for careful evaluation of all the costs, including how much luggage you’re going to check in, so you don’t incur excess baggage charges. Sometimes, the charges associated with transporting your luggage can exceed the cost of the flight ticket, forcing travellers to explore alternative solutions that may compromise comfort, such as travelling with just hand luggage. 

Checking in your baggage isn’t always a great option: according to a report by Sita, a global technology provider for the air transport sector, the rate of mishandled baggage (lost or diverted from destination) increased by 24% in 2021.This resulted in more than four lost or damaged suitcases per thousand passengers, while in 2023 the percentage of bags lost or damaged by airlines and airports rose by 75% compared with the previous year.

This data doesn’t only relate to short-haul flights but also long-haul, on which – according to Sita’s statistics – the likelihood of inadequate baggage handling is around 4.7 per cent higher than on domestic routes. This is why it’s so important for passengers to look at effective solutions to make sure their baggage is protected. One option could be to entrust the shipment of your suitcases to experienced shippers who offer professional services that give you greater peace of mind.

•The rate of bags lost or damaged by airlines or airports in 2023 increased by 75% compared to the previous year.

•On a global level, the likelihood of mishandling baggage is approximately 4.7 times higher on international flights in comparison to domestic routes.

The pros and cons of shipping your baggage

Before deciding who to trust with the task of shipping your luggage, it’s a good idea to consider the following:

Added costs. Depending on the type of service and the courier selected, luggage shipping costs may vary. You could be faced with unexpected or additional expenses such as fuel surcharges, home delivery costs, or the deposit service if you decide to send a suitcase directly to your accommodation.

Weight. The weight of your baggage is a crucial factor influencing the overall shipping cost, which is calculated on an estimate of the package dimensions, taking into account its length, width and height.

Packaging. Choosing safe, high-quality packaging can help protect your luggage, preventing any unforeseen costs associated with damage, which can slow down transport times or even halt the delivery of the goods altogether.

Delivery times. Depending on the chosen method, shipping a bag can take up to five or more days. These times may vary according to the type of service selected, making this an essential factor to consider before your journey begins. Choosing to work with a specialist shipping partner lets you streamline and speed up the shipment and delivery of your luggage, avoiding the risk of unexpected inconveniences that could seriously impact your travel experience.

Why it makes sense to ship your suitcases separately

Regardless of your destination, leaving home without having to worry about your luggage can offer many advantages:

More comfort and less stress. The main factor that pushes people to ship their luggage when they travel is the avoidance of the stress associated with transporting it themselves, as well as avoiding additional expense in the case of loss or damage. Particularly when it comes to bulky objects like pushchairs or sports equipment such as bicycles, skis or snowboards - often subject to restrictions – relying on a professional service offers significant advantages. It's an ideal solution for sports enthusiasts and discerning customers who prefer to use their own equipment rather than hiring it.

More security. Thanks to the tracking service, specialist shippers can offer a detailed picture of the status of every shipment, providing constant updates on the location of your baggage during its journey. Working with professional shippers minimises the risk of loss and ensures that you have support throughout the transportation process. And the use of expert packing techniques that mitigate the risk of damage helps ensure your luggage arrives at its destination in mint condition.

Time optimisation. Shipping a suitcase with a professional service can give you considerable time benefits at each step, avoiding queues during check-in or collection and allowing you to reduce the costs associated with checking luggage into the hold and transporting it from the airport to the hotel. Using a dedicated service can help you avoid customs-related issues, too, thanks to specialised packaging that ensures compliance with international regulations.

Punctual planning. Simple and quick scheduling can help ensure smooth transit. By communicating the destination address, number, weight and dimensions of the luggage, you can have your suitcases delivered to their destination without problems, even selecting the most convenient day and time for pick-up on arrival and departure. 

You can also opt for home collection on request, which allows you to hand over your luggage in complete comfort from home or from an agreed location, offering even more flexibility and convenience. 

For seamless and stress-free travel, it makes sense to ship your baggage separately, particularly if you prefer to travel light. The MBE luggage and sports equipment forwarding service includes the transportation of bags and suitcases but also bicycles, windsurfing equipment, skis, golf equipment and more, to help you enjoy your hobbies while on vacation.

With just a few clicks, you can ship your luggage and protect it from despatch to delivery, as well as arranging collection from your home and delivery to your hotel. MBE’s service centres are ready to support you with tailor-made solutions that meet your specific needs. 

You can trust our experts to help enhance your travel experience and provide peace of mind while transporting your valuable belongings.

Discover more about MBE’s world class solutions here. 

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How your e-commerce business can optimise its shipping costs

What are the strategies and solutions that an e-commerce business can implement to optimise shipping costs for a quality service?

For an e-commerce business, optimising the shipping costs of the goods sold is of fundamental importance.

The growth in global online sales in recent years has allowed e-commerce businesses to expand and consolidate what they offer, but at the same time it has meant adapting logistics processes such as storage and transport, in order to respond promptly to changing habits and the demands of an increasingly large and segmented clientele.

The cost of shipments is one of biggest considerations for companies that sell online and is generally entrusted to external providers, couriers and logistics professionals, who have an essential task – the punctual arrival of the product at its destination in the manner established during the purchase phase. As the final step in the purchase transaction, delivery should be a key contributor to the development of a profitable e-commerce business, but it is also an important influence on the choices of people who buy online. According to data from the Baymard Institute, 45% of consumers who start an online purchase without completing it (known as ‘cart abandonment’) do so because they consider the shipping costs too high, while 22% do so because stated delivery times are too slow.

This is why it is essential for companies to optimise their shipping arrangements by working with external professionals, while at the same time trying to minimise the impact of less-than-ideal logistics management on the end user. Aligning logistics processes with consumer needs means offering rapid delivery, reliable timing, tracking and a personalised service. But what can e-commerce companies do to ensure they measure up?

· 75% of regular internet users have purchased goods or services online in the last 12 months.

· The volume of online purchases is currently growing at a rate of more than 10% per year.

Strategies to optimise shipping costs

According to a research conducted by Eurostat, 75% of people who regularly use the internet have purchased goods or services online in the last 12 months, while the latest European E-Commerce Report reports that the volume of online purchases in Europe is currently growing at a rate of more than 10% per year. These are significant figures which both highlight the potential of an ever-expanding sales system, while requiring e-commerce businesses to ensure that all stages of the production chain are efficient. For some companies, the management costs of goods remain high and entering a market where some competitors are offering attractive delivery options is not at all easy. A series of factors is at play – the weight, the size of the package and the type of packaging.

· Size and weight. The basic shipping rate is usually calculated on volumetric weight, i.e. the ratio between the actual weight and the dimensions of the parcel. This can vary from courier to courier.

· Destination. The destination of the package affects the rate charged by the carrier. The calculation is made by determining the location of the consignee and the place of collection of the goods. These zones are subject to different tariffs, which may add to the final cost.

· Type and packaging of the goods. The value of the delivery content also significantly affects the final rate. Shipping bottles of wine, works of art or other valuable products may require special packaging, insurance or specific documentation which will increase the courier charge.

Clearly the best way to optimise the costs of a shipment is to choose a service for each consignment that best suits your needs while meeting the customer’s requirements. Here are some tips for reducing this expense while improving efficiency and competitiveness for your business.

Adjust the package size to the products. Improving the size/weight ratio based on the type of goods sold brings several benefits: first, you’ll need to carefully analyse the characteristics of the products and avoid over-large boxes and envelopes which might necessitate the use of internal packing materials, resulting in an increase in weight. Corrugated cardboard boxes, slightly larger than the item to be sent, will protect against damage to the contents, while fillers like expanded polystyrene, air cushions and bubble wrap will help you avoid adding excess weight, so you should get the best rates from your couriers. A simple solution would be to outsource e-commerce delivery to professionals who can offer a wide range of services and rates to meet your needs.

Choose the transport carrier based on the destination. For an e-commerce business that sells both in its own country and abroad, it is essential to carefully evaluate the journey that its goods must take to reach their destination and to take into account the possibility of resorting to multiple couriers, whether they are international players or local businesses. This is where it could pay to use the services of a multi-courier provider that can offer competitive rates. Companies that have an extensive international network of collection points can offer further advantages in terms of practicality and personalisation of the service.

Automate labelling and tracking. There’s a lot of back-office work involved in sending a package, and this can become a significant cost for an online shop. Qualified and fully trained staff to organise documentation, print and attach labels and follow the path of the goods are essential to an e-commerce business. That’s why many firms decide to work with third-party suppliers who specialise in shipping and who have the advanced technologies, skills and tools to optimise shipping costs and help reduce the risk of errors to guarantee a high-quality service.

Take care of the packaging. The choice and quality of packaging is dictated by the type of goods to be shipped. Delicate goods, such wine bottles, must be packed with particular care to avoid damage and allow adequate protection during transport. Packing items for safe transit is another aspect of e-commerce shipping that is best left to specialists who have the relevant expertise and experience.

Mail Boxes Etc. is the ideal partner to help you optimise the expenses of national and international shipping, with a wide range of solutions that can enhance your customers’ shopping experience. Choose MBE and take advantage of a unique and flexible service with expert shipping, a choice of leading carriers and specially designed packaging, selected to reflect the type of goods you’re shipping and suited to the needs of your company and your customers.

 Discover our shipping solutions here.

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A Month of Maslow

What can Maslow’s famous hierarchy of needs tell us about modern life? 

Still used today to help us understand the drivers behind human motivation, Maslow’s theory dates back to the 1940s. Although he never actually arranged them into the now-famous pyramid shape, Maslow did envisage a series of stages through which a person would need to pass on their journey to fulfilment, meeting various needs at each level before moving on to the next stage. 

The original goal, as he saw it, was to satisfy basic needs like those for shelter, safety, food and procreation before contemplating more sophisticated concepts like social acceptance, love, esteem and, ultimately, ‘self-actualisation’, where an individual feels able to fulfil their dreams and aspirations.

Marketers learn about Maslow’s hierarchy to help them understand where to pitch what they’re promoting. Will it appeal to people’s more basic needs, or is it ‘aspirational’? How will this affect the way the product is marketed?

We took a light-hearted look at how MBE’s support services for small businesses – from virtual address to design, print, copy and pack & ship – can help them reach their potential.

How can we help?

Physiological needs: Keep it all under one roof with our pack and ship services – no-one offers a bigger choice of carriers. Our mailbox services offer a home-from-home, while you can signpost your customers to everything they need with our design, print and copy services.

Safety and security: Trust our pack and ship experts with your fragile, valuable parcels; keep your personal and professional lives separate with a business mailbox and stay safe in the workplace with our printed signage.

Love and belonging: Send your letters, samples and gifts across the UK or worldwide with MBE. Be part of your local business community with a virtual office solution and get the support of our expert team whenever you need it. Share the love with your customers – choose branded packaging to make their unboxing experience extra-special.

Self-esteem: Your documents and parcels matter – trust us to get them to their destination safely and on time. Make the right impression with a professional address and use our top-quality printed materials to showcase your brand.

Self-actualisation: Does your business need fulfilment services? We’re here to meet all your needs. Realise your dreams by starting your business with a virtual office solution from MBE. Thrive on creativity? Shout it from the rooftops with our design, print and copy services

Discover MBE’s solutions here.

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How can you make your business more competitive?

The strategies that allow an SME to embrace changes in the marketplace

The ubiquity of the internet and the growth of online shopping in recent years have made a key contribution to redefining the boundaries of markets and the circulation of goods. This has opened up many opportunities for start-ups and SMEs, but it has also created challenges. Their small size and relative lack of resources sometimes means smaller businesses struggle to optimise the benefits that technology can bring in the fields of logistics, marketing and related services. To make a company competitive, it is therefore necessary to adopt strategies and technologies that can guarantee a high level of service. But what are the options?

· The constant growth in online purchase volumes offers both challenges and opportunities for SMEs.

· To make a service company competitive, significant economic investment is needed.

Optimise your logistics

According to a survey by eMarketer, in 2020 18% of all retail sales took place via e-commerce, but it’s estimated that by 2024 this will rise to 21.8%. Consumer demand has driven many of the recent developments in e-commerce, not least of which is logistics. Consumers have extremely high expectations about delivery options, returns processes etc. and these factors are known to strongly influence purchasing decisions.

Setting up your own logistics department is far from straightforward, however: you will need to rely on established structures and qualified staff, and to have the resources to invest in new technologies. And while these infrastructures already exist in most large organisations, they are often not present in smaller companies.

Thankfully there is no shortage of solutions – outsourcing warehousing, logistics and shipping is a smart move for many SMEs. Collaborating with large specialist providers means they can benefit from the tools and strategies they need to improve competitiveness, without depleting their own resources.

Invest in training

For SMEs and small businesses, training and updating personnel is not simple – it requires significant investment of both money and time. Yet staff training is crucial, as is recruiting the right people and retaining them. Your team both represents and embodies your brand and service ethos. Training them properly means you can easily implement any process changes and transform them into competitive advantage.

Strengthen your corporate image

According to research conducted by MarketingSignals, 37% of e-commerce start-up failures are caused by the lack of investment dedicated to the visibility and recognition of the brand in the target market. At MBE we can help you develop your brand image and then promote it across a range of print and digital channels. Our competitively priced graphic design and print solutions can help bring your brand to life.

Manage the peaks and troughs

Smaller businesses sometimes find it difficult to cope with peaks and troughs in demand, which is why it’s a good idea to work with expert third-party suppliers like your local MBE centre. Whether you use our fulfilment and logistics services to manage a peak in orders and deliveries, or work with our design and print experts to create a suite of campaign materials aimed at generating increased demand, we’re here to help. And the great thing is, you can use our expert services as and when you need them. An agile solution if ever there was one.

With decades of experience, an established brand and a vast network of skilled professionals, MBE offers small and medium-sized businesses a wide range of integrated solutions for the optimised digital management of communication, shipping, logistics, printing and marketing support services. 

Contact us today and give your business a competitive edge.

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MBE Worldwide acquires PACK & SEND New Zealand

News release

23 May 2023

MBE Worldwide S.p.A. (‘MBE’) is pleased to announce the acquisition of 100% of the share capital of PACK & SEND New Zealand (‘PACK & SEND NZ’) from the former PACK & SEND NZ master licensee.

MBE is a leading commerce-enablement platform providing e-commerce, fulfilment, shipping, marketing and print solutions to SMEs and consumers. In 2022, MBE served over 1 million business customers worldwide, generating €1.3 bn (US$1.4 bn) of system-wide gross revenue, through its 3,150+ business solutions centres in 52 countries, and €22 bn (US$23 bn) of gross merchandise balue traded through its PrestaShop e-commerce solutions.

PACK & SEND SYSTEMS (‘PACK & SEND’), the franchisor of the PACK & SEND system that was acquired by MBE Worldwide in 2021, was founded in Sydney, Australia in 1993. Since that time, it has operated in the shipping and logistics industries through a network of entrepreneurs and master licensees.

PACK & SEND NZ has been trading in New Zealand since 2008 as a master licensee of PACK & SEND, supporting a network of franchise partners currently comprising 20 business solutions centres.

With this acquisition, MBE reinforces its presence in the Oceanian market where three of its family of brands now operate: MBE, PACK & SEND and World Options. PACK & SEND NZ will continue to operate as an independent company within New Zealand. All MBE Group companies operating in Oceania will retain their respective business concepts and brands.

“We are excited to now be part of the MBE Group,” said Matthew Everest, Managing Director of PACK & SEND NZ. “The future developments and synergies we can implement working together are a fantastic driver for further growth of the PACK & SEND brand in New Zealand. We share with the MBE team the same values, culture and most of all customer satisfaction as our primary objective.”

Paolo Fiorelli, Chairman and CEO of MBE Worldwide, said: “We welcome PACK & SEND NZ to the MBE family. We acquired the franchisor of PACK & SEND based in Australia in March 2021. In March 2023 we acquired PACK & SEND UK. With the acquisition of PACK & SEND NZ, the entire global PACK & SEND Network is now part of the MBE Group’s directly operated countries. We will be working together to further improve our offering of high-value solutions to customers in the Oceanian market.”

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B2B and B2C e-commerce: differences and opportunities

A look at the differences in approach between B2B and B2C e-commerce and the most advantageous opportunities for your business

The e-commerce marketplace has become increasingly popular in recent years, evolving and differentiating itself into two key models: B2B and B2C (business-to-business and business-to-consumer). According to MarketWatch, the B2B segment could reach a turnover of 13.6 billion dollars by 2027, with an annual growth rate of 8.5%, while in the next ten years it’s believed B2C could achieve an annual growth rate of 9.5%.

These are significant statistics for companies aiming to sell online. However, it’s important to remember that being present on digital platforms is no longer enough in itself: different business models require diversified marketing strategies, where the personalisation of products and services is a strategic differentiator. With this in mind, understanding the main differences between B2B and B2C e-commerce and what opportunities the two market segments can offer is essential for any company that wants to succeed in online commerce.

· Statistics predict that B2B e-commerce could reach a turnover of 13.6 billion dollars by 2027, with an annual growth rate of 8.5%.

· It is predicted that within the next ten years, B2C e-commerce could achieve an annual growth rate of 9.5%.

B2B and B2C opportunities and considerations

One of the main factors that has favoured the growth of the B2B e-commerce segment in recent years is technological innovation: automation and the advent of digital commerce have helped optimise the efficiency of corporate strategies as well as reducing expenses, enabling organisations to reach large audience faster and improve interaction with suppliers and partners.

Meanwhile, although product quality plays a central role in B2C e-commerce, consumers seem increasingly influenced by other aspects, particularly shipping costs and speed of delivery. Both models offer interesting opportunities and require different marketing approaches. So what should you consider when developing your e-commerce business strategy?

Customers. The main difference between B2B and B2C is in the nature of their target customers and how this affects the sales process. If you are selling to companies, your volumes could be much higher, involving more complex product searches and a thorough knowledge of wholesale practices. This requires sophisticated marketing strategies, which must include in-depth information aimed at establishing a relationship between the company and the customer.

In the case of sales to private individuals, the focus should be on creative and personalised content that will capture their attention and respond to individual needs. Accurate and detailed content will improve the visibility of your offer on search engines too.

Sales processes and products. The sales processes of B2B follow stricter standards and supervision procedures, so it’s important that your services and products maintain a high level of quality. Since these are mostly large-scale purchases, which require the involvement of various players in the sales process (suppliers, wholesalers and manufacturers, as well as IT, marketing and human resources teams), much longer lead times and larger investments are required, in particular for the use of elaborate support teams, ranging from the call centre to the FAQ page, product demos and videos.

There’s less complexity involved in B2C e-commerce transactions, which often conclude in a single phase and therefore require less investment in customer assistance teams and online product specifications. Instead an FAQ page and chatbot service might be enough to handle returns requests or deal with any customer queries.

If it’s true that improving customer service and offering efficient customer assistance 24 hours a day, 7 days a week, helps build loyalty, it is also important to offer the customer the chance to proceed independently. According to a report by McKinsey, 76% of B2B shoppers find it helpful to interact with someone while researching a product or service, while only 15% are likely to interact while making a second purchase. Providing recurring subscriptions or one-click reordering can be a useful strategy for improving customer satisfaction. Another essential element is flexibility: a periodic review of the effectiveness of your processes allows you to address any weak points and can help build customer loyalty.

Prices and payment experience. A higher volume of goods leads to lower prices: in sales to companies a minimum order amount is usually set so that customers can benefit from a reduced price, unlike sales to private individuals, where it’s more usual to purchase individual products or services.

This is also reflected in differing payment methods. B2C orders are often paid for by credit or debit card while in the B2B market, where payment times tend to be longer, it is essential to provide the user with additional options, such as bank transfers and invoices that integrate wholesale options.

Shipping options are a crucial deciding factor in all e-commerce transactions. Customers will always rely more on suppliers who offer safe shipping, even at a slightly higher price. This is why its important to provide clear information on your shipping, payments and returns policy. Offering maximum transparency on pre- and post-sales procedures can be crucial for the success of sale.

Delivery. Another substantial difference between B2B and B2C e-commerce is the delivery options: while individuals expect to receive orders directly at home, companies prefer to collect the products or choose to have them delivered to their commercial address. Working with companies that specialise in logistics services allows you to optimise delivery systems and automate some of the more complex aspects of the supply chain, which means you can offer shipment choices and levels of service tailored to the needs of each customer.

Whether you operate in the B2B or B2C marketplace, the goal is always to offer the best possible service to the customer, taking advantage of every contact opportunity to highlight your brand and showcase what makes it unique and memorable. Customer expectations are growing day by day and this means that companies must seize every opportunity to grow and evolve to ensure the best possible customer experience.

Mail Boxes Etc. partners with companies, entrepreneurs and craftspeople with a wide range of end-to-end professional e-commerce solutions for optimal shipment management, supporting the sales process and delighting customers.

MBE solutions for the digitisation of shipping and logistics allow you to optimise the customer journey and improve their shopping experience, helping you unlock new business opportunities and offering a competitive advantage in the face of challenges and changes in the market.

Contact us to give your business that extra edge.