Today, most shops have a good handle on logistics, and you can get ahead with top-notch services. This is the opinion of Jan Vetyška from the Association for Electronic Commerce, who also spoke to us about other current issues - how is it going in the Czech Republic with m-commerce, the entry of retail sellers on the Internet or whether the expansion between the largest stores and other e-shops will continue.
What shortcomings do you see in the functioning of current Czech e-shops? Are they more related to logistics and their internal functioning in general, or are there greater reserves, for example, in working with the customer?
I would say that the logistics and internal functioning of developed e-shops is at a very good level. However, I see the biggest reserves in working with the customer. In general, I think that it is the area of services that needs improvement the most (not only in e-commerce).
| What opportunities do you see for e-shops in penetrating retail? Do you believe in the concept of active brick-and-mortar branches, which are intended not only as dispensing goods, but also as regular sales points?
Currently, this is a definite trend – e-shops are expanding their dispensaries, which are then intermingled with stores. I think that when opening a brick-and-mortar branch in a way, it makes sense to turn it into a regular point of sale, even if, for example, you can order through the computers located in this store. You can thus reach customers with on-site displayed goods and the like.
How do you think the behavior of a typical Czech e-commerce customer will change this year? The Czech customer is already used to fast delivery of goods and generally high-quality services in the field of logistics. In my opinion, he will increasingly rely on proven e-shops. Those who will be able to work and communicate well with customers will receive additional points. |
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How fast do you think the development of Czech m-commerce will be? Have e-shops that do not yet have a corresponding mobile version of the website or their own application fall asleep?
M-commerce will certainly continue to develop. Thanks to the proliferation of smartphones, this is quite clear. I think the leading e-shops already have the corresponding versions. It will definitely be a necessity for quality online stores in the near future.
It will be interesting to see whether special mobile applications or responsive and mobile websites will be more successful. For me personally, downloading applications is not very comfortable.
In your opinion, will the trend of "opening the scissors" between the biggest stores and other e-shops continue? In your opinion, how many specials like Sportobchod.cz or Kytary.cz can operate in the long term alongside big players?
The trend of the dominance of the largest stores has been noticeable in recent times and I think it will continue. On the other hand, specialized stores have a great chance to succeed. And it is related, among other things, to the already mentioned services - in specialized stores, customers can find the right advice or service for specific goods. Big stores can't always offer that.
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In this context, are you surprised by the slow entry of pure retailers on the Internet?
This is, of course, a question mainly for brick-and-mortar store operators. I think it depends from store to store which strategy is better. For some, it is the exclusivity of personal sales, while for others, on the contrary, great possibilities await on the Internet. In any case, I think that there will be further intermingling between online and brick-and-mortar stores gradually. At least the trends of the last few months indicate this.
If you had to recommend one thing to the Czech e-shop to focus on in 2014, what would it be? Clearly the quality of services and work with the customer. As I already said – most e-shops today have mastered logistics, so you can get ahead of the competition with top-notch services. |
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