WebShoppers 21ª Edição - Inglês

34
21 st edition Apoio:

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Transcript of WebShoppers 21ª Edição - Inglês

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Index

What’s WebShoppers........................................................................................................... ............................ 03

About e-bit..................................................................................................................... ................................. 04

WebShoppers data: Methodology................................................................................................ ..................... 06

Executive summary............................................................................................................ ............................... 08

Report Structure............................................................................................................. .................................. 09

Part I - 2009 Balance........................................................................................................... ............................ 10

Another year of success

E-commerce: Everybody wants to participate!

Most sold categories in 2009

Part II – Multichannel Retail................................................................................................... .......................... 16

The products in the two channels

Online and offline payments

What will be your next choice?

Part III – Logistics............................................................................................................ ............................... 23

E-commerce: obvious that works!

The stock and the delivery process

Part IV – Expectations for 1st Semester 2010 ................................................................................................. 28

More growth ahead

The opportunities appear

What about the consumers in 2010?

About e-bit..................................................................................................................... .................................. 32

Contacts..................................................................................................................... ...................................... 34

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What’s WebShoppers

An e-bit’s initiative, WebShoppers goal is to spread out essential information for the understanding of Brazilian internet users shopping behavior and their relation with e-commerce.

WebShoppers analyzes the electronic commerce evolution, the changes in e-consumers behavior and preferences, and it also attempts to find aspects to be improved in Brazilian’s e-commerce development.

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About e-bit

Present in the Brazilian market since January 2000, e-bit achieved a highlight spot on the electronic commerce development in the Country, becoming a reference in e-commerce information.

Through a sophisticated data collecting system, e-bit daily generates detailed information about e-commerce, considering online consumer data after purchase closure in more than 1,800 Brazilian virtual stores.

e-bit has collected over 8.3 million e-consumers evaluation questionnaires. e-bit offers its services to companies as well as to online consumers.

To the consumers, e-bit works as an internet shopping adviser, by publishing in its website (www.ebit.com.br) virtual stores evaluations from people who actually shopped at them.

On the other hand, information regarding services directed to the companies may be found on e-bit’s institutional site (www.ebitempresa.com.br).

e-bit Certification – BitConsumidor (bitConsumer) is a groundbreaking virtual stores evaluation service in Latin America and also an electronic commerce reference in Brazil. e-bit has an agreement with more than 2,200 virtual stores whose consumers are invited to fill out a survey right after they close their purchase on the internet. There are two steps: the first one occurs immediately after the purchase, and the other one, some days after it, to evaluate the product delivery. It’s an automatic and simple process, done on the internet.

E-commerce Information – The questionnaires, regarding virtual stores services quality, supplies e-bit’s database. By processing them, e-bit emits reports that profile online consumers – gender, age, income, educational level, habits –and also evaluate comparatively the virtual stores services, payment methods, revenue, etc..

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About e-bit

Retail Monitor – apart from the sales follow-up reports performed in Brazilian e-commerce, e-bit also develops reports to monitor virtual consumers purchase intentions. This product, called “Retail Monitor” enables to evaluate the most searched categories, products and brands by consumers at the time they use internet to execute a purchase. Find out more information concerning this brand new service by sending an e-mail to [email protected].

Survey Panel – e-bit owns a panel of high qualified respondents, basically formed by more than one million virtual consumers. They can be invited to participate in quantitative and qualitative surveys through online access with own incentive: “bits”. It is possible to perform a sample pre-segmentation by means of information – gender, age, income, educational level, geographic area and subjects of interest.

E-mail Marketing - bitMail allows communication with a high qualified public: e-bit associates base. It is mainly composed of e-consumers, an adult public with high purchasing power and countless segmentation possibilities. bitMail uses technological resources that enable an excellent return to the client supported on permission marketing (opt-in, records unity control).

Advertising on e-bit’s website – www.ebit.com.br website is used by virtual consumers as a reference site for their online purchases, being monthly visited by more than 400 thousand different users. In their pages, advertisers and virtual stores can spread their products and services to an adult public with high purchasing power, obtaining an excellent return insales and brands publicity.

bitVeloz - is a performance monitor, which simulates one's access to online stores, 24 hours a day, it's 100% automated. The calculation to measure the web pages performance is done through simulating a purchase in these stores, using pre-configured parameters. Among other features, bitVeloz sends real time alerts to the managers, reporting unavailability, so immediate actions can be taken.

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About e-bit

E-customer Retention Management – Receiving complains from clients should be seen as a gift in electronic retail. The worst client is the one who’s unsatisfied with the purchase, doesn’t complain but won’t go shopping in that store again. Thinking about that, e-bit developed a special product for those stores which participate in e-bit Satisfaction Survey, and that can now choose to receive unsatisfied clients comments in real time, with the order number. This way, it is possible to immediately detect the eventual problem and act in order to solve it and retain the client, converting an unsatisfied customer into a loyal one. Find out more information concerning this e-bit innovation by sending an e-mail to [email protected].

With this 21st WebShoppers edition, e-bit expects to contribute for internet and e-commerce development in Brazil..

Enjoy your reading!

e-bit Team

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WebShoppers data: Methodology

WebShoppers, in its 21st edition, uses information originated from surveys performed by e-bit with more than 2,200virtual stores and its e-consumers panel.

bitConsumer Survey

Since January 2000 e-bit has collected over 8.3 million questionnaires answered after online purchase process through bitConsumer system.

It adds more than 150,000 new questionnaires to that amount every month.

e-bit data are collected from online buyers, immediately after their check-out. BitConsumer allows purchasers to evaluate not only the store and shopping experience, but also the post-sale service, the delivery service and the probability of returning to the virtual store.

These information, compiled, monthly generates Market Intelligence reports that indicate the e-consumer social and demographic profile, as well as the most sold products, most used means of payment, among other information.

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Executive summary

- Brazilian E-commerce grew 30% in 2009, reaching revenues of R$ 10.6 billion and user’s average spending of R$ 335. For 2010, the expectation remains on the same level and revenues should reach R$ 13.6 billion.

-17.6 million was the number of consumers who bought over the Internet in 2009, an increase of 33% in comparison with 2008. For 2010, the number should reach 23 million, which represents a 35% growth.

-The categories of products most sold upon e-commerce in 2009 were: "Books and Subscriptions to Magazines and Newspapers," "Health, Beauty & Medication," “Household Appliances ", "Informatics" and "Electronics".

-The World Cup should be the event that will boost sales in 1st half of 2010 with the sale of TV 's flat panel and "Sporting Goods", following the growth of 145% in this category’s orders already observed in comparison between October 2009 and 2008.

- Among the e-consumers, 77% did at least one purchase in the last three months. Highlight for "Electronics" with 46% of mentions online shopping and 28% offline. Intention to purchase products in this category grew 43% for the next three months.

- The credit card remains as the preferred way of payment in the acquisition of the major categories of e-commerce. Highlight for "Travel and Tourism (86%) and" Household "(84%).

- In 2009, 79% of deliveries were on-time. Not as good for the Northeast region where 73% of purchases has reached its destination at the expected date and the rate of delay was higher than all other regions, with 21%.

- Quality in logistics operations are the "key" to the timeliness in delivery, which is one of the main attributes in determining overall satisfaction of consumers.

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Report Structure

PART I 2009 Balance

Multichannel RetailPART II

PART III

PART IV

Logistics

Expectations for 1st Semester 2010

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2009 Balance

Another year of success

If the global financial situation worried many sectors of the economy since late 2008, the same happened with e-commerce. This concern, however, was quite relieved with the help of the Brazilian government that announced the reduction of IPI (Industrialized Product Tax) for Household Appliances, encouraging the growth in this category sales.

Purchases made by Internet, moved R$ 10.6 billion over twelve months, a nominal increase of 30% compared to 2008, when the segment revenues were R$ 8.2 billion.

2009 Revenues R$ 10.6 Bi

Average Ticket R$ 335

% growth compared to 2008 30%

More than 17.6 million people have shopped online. In a dynamic and competitive market as this, people look for the best deals, conditions of payment and higher levels of service.

Another good surprise was the average ticket of R$ 335, a result of the preference of consumers to buy products of higher added value, such as Household Appliances and Computers, respectively, third and fourth best-selling categories on the web in 2009.

2009 Balance

Source: e-bit Informação (www.ebitempresa.com.br)

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2009 Balance

Another factor that contributed to Brazilian e-commerce was the increasing confidence and consumer’s satisfaction with services offered by the online stores. It was been over 85% since the beginning of the year, according to e-bit / Internet Segura de Confiança.

Source: e-bit Informação (www.ebitempresa.com.br)

e-bit Index Evolution / Internet Segura de Confiança

84,50%

85,00%

85,50%

86,00%

86,50%

87,00%

87,50%

Level of excellence defined by camara-e.net

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2009 Balance

For bricks and mortars retailers, the Special Days always increase sales. And it’s not different on the Internet. In 2009, the five seasonal dates (Mother's Day, Valentine's Day, Father's Day, Children's Day and Christmas) together represented for the Brazilian e-commerce revenues of R$ 3.35 billion or 31% of all sales year.

For the 1st time, the Children's Day was more significant in terms of revenues, compared to Mother's Day, which is traditionally the period in which there is a higher volume of sales, behind Christmas. One of the reasons for this different behavior was the economic recovery that occurred in the 2nd half of 2009 (post crisis).

Mother’s Day Valentine’s Day Father’s Day Children’s Day Christmas

Period04/23/09 to

05/09/09

05/28/09 to

06/13/09

07/30/09 to

08/14/09

09/28/09 to

10/12/09

11/15/09 to

12/23/09

Revenue R$ 440 millions R$ 393 millions R$ 437 millions R$ 450 millions R$ 1,63 bilhões

Average Ticket R$ 337 R$ 330 R$ 346 R$ 339 R$ 362

% grow

compared to

2008

15% 21% 29% 25% 30%

Most sold

category

Households

Appliances

14%

Health, Beauty &

Medication

14%

Mobiles

6%

Toys & Games

5%

Informatics

9%

X-ray of Holidays Online Sales – 2009

Source: e-bit Informação (www.ebitempresa.com.br)

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2009 Balance

E-commerce: Everybody wants to participate!

Not only in revenues has the Brazilian e-commerce evolved. The number of e-consumers also has grown, making possible this evolution.

And this number also has increased. In 2008 there were 13.2 million consumers who bought online. In 2009, it raised to 17.6 million, a gain of 33% in just one year!.

1,1 2,0 3,4 7,0

13,2

0,6 1,4

2,5

4,4

2001 2003 2005 2007 2009

new buyers historical buyers

Source: e-bit Informação (www.ebitempresa.com.br)

Number of e-consumidores (millions)

However, there is still space to grow. The 17.6 million represents only 26% of Internet users in Brazil (66.6 million in 2009, according to Ibope Net Ratings).

1.12.6

4.8

9.5

17.6

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2009 Balance

Most sold categories in 2009

Throughout the year, online retailers have registered more than 32 million purchases across the country. With a demand so high, some categories have boosted, ending 2009 as the sales leaders.

These are the cases of: Books, Subscriptions to Magazines and Newspapers (1st) Health, Beauty & Medications (2nd) Household Appliances (3rd), Informatics (4th) and Electronics (5th), which together set the Top 5 ranking as best-sellers categories in purchase volume.

An interesting fact that we have to mention is the growth of the category Household Appliances, which due to the reduction ofthe IPI (Industrialized Product Tax) in mid-April, reached the 2nd position. In June, 2008 this category was in 5th place.

This was possible because of the Tax reduction by the Government, which enabled several people the opportunity to purchase those products. In this category, the differences among prices reached up to 12% from one online store to another, according to a survey made by BuscaPé in April 2009.

Books, Subscriptions to Magazines and Newspapers

Health, Beauty & Medications 2º

Household Appliances 3º

Informatics 4º

Electronics 5º

Source: e-bit Informação (www.ebitempresa.com.br)

Most sold categories in 2009

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Multichannel Retail

e-bit in partnership with Instituto Análise, prepared a special study on the retail channel, in order to understand the habits and purchase intentions of consumers both in the online and brick and mortars stores.

Therefore, were conducted two field researches, with the interviews occurring in March 2010. Were collected online by e-bit, through its panel of respondents (consisting mainly of e-consumers), 7,300 questionnaires. In parallel, was conducted a quantitative field, face to face with the Brazilian adult population among 70 cities in all regions of the country, with 1,000respondents.

The results of the online survey indicated Internet as part of the people's lives. According to data obtained through this research, 77% of respondents reported having had at least one purchase on the Internet in the last three months (December/2009, January/2010 and February/2010).

Results of the online survey

The products and the two channels

By analyzing the products purchased, both the online channel, and in bricks and mortars, we noticed differences among categories. 46% said they bought Electronics on Internet in the last 90 days, while 28% said they bought the same type of products at bricks and mortars retailers.

Informatics presented a better balance when compared in online and offline sales. While 41% of consumers have bought products in this category over the Internet, 38% have purchased offline.

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Multichannel Retail

In the list below, which product did you buy online or offline in the last 3 months?

46%

45%

41%

40%

31%

26%

24%

21%

21%

21%

28%

32%

38%

36%

28%

66%

29%

32%

17%

27%

0% 10% 20% 30% 40% 50% 60% 70%

Electronics

Household Appliances

Informatics

Books

Mobile

Cosmetics, Perfume and Personal Care

DVDs

Toys and Games

Subscription of magazines

CDs

Online Offline

Source: e-bit Informação (www.ebitempresa.com.br)

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Multichannel Retail

While the categories of high value products had a good market share on online sales, mainly because of the lower prices in comparison with the traditional retailers, the category Cosmetics, Perfume and Personal Care did not follow the same way and had a higher success on offline sales compared to online: 66% vs. 26%, respectively.

However, this fact shows the great space for this category to growth at. Because it is products that people usually buy more frequently and for replacement, the tendency is that, as the e-commerce becomes even more present in daily life of the Brazilian consumers, they will buy such goods by Internet more often.

Online and offline payments

An ally of the consumer in deciding whether or not to purchase a product is the payment method. On the Internet, the consumer has the advantage of paying with credit card, in as many quotas as 12 or more, without interest.

In the traditional retail, while the deferred payment is not as elastic as the online, credit card is also the favorite payment method.

According to the study "Multi-Channel Retail," 81% of e-consumers who bought electronics in the last three months, paid with credit card. Besides, 68% of those who has no access to the internet bought also using this method of payment.

In the category “Household Appliances” the result was similar: 84% online, against 72% in the offline.

The study also analyzed the use of other payment methods such as bank transfer, debit card, check and cash.

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Multichannel Retail

Thinking about the last time you bought online and offline, how did you pay?

Credit card analysis

86%

84%

81%

81%

79%

78%

77%

76%

76%

75%

71%

72%

68%

58%

32%

65%

52%

55%

33%

42%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90%

Travel

Household Appliances

Electronics

House and garden

Tickets

Mobile

Toys and games

Sport and leisure

Pet shop

Groceries

Online credit card Offline credit card

Source: e-bit Informação (www.ebitempresa.com.br)

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Multichannel Retail

What will be your next choice?

The e-consumers may keep buying Electronics, Computers, Household Appliances and Books for the next three months, according to the study. But the numbers are modest: 43% said they buy products from the 1st category, while 38%, 33% and 32% expect to purchase items from the other three categories, within ninety days, respectively.

For the offline shoppers, 42% may still keep buying Cosmetics, Perfume and Personal Care for the next 3 months. The other categories are Electronics and Informatics, both with 19%.

e-bit in partnership with Instituto Análise plans to monitor the behavior of multichannel retail constantly, anticipating the industry trends.

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Multichannel Retail

Which of the following products do you intend to buy in the next 3 months?

Source: e-bit Informação (www.ebitempresa.com.br)

43%

38%

33%

32%

22%

19%

17%

15%

14%

14%

15%

19%

19%

18%

12%

16%

42%

9%

14%

15%

0% 5% 10% 15% 20% 25% 30% 35% 40% 45%

Electronics

Computers & Software

Appliances

Books

Cell Phones

DVDs & Videos

Health & Beauty Supplies

Traveling

Cd Music

Toys & Games

Online Offline

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Logistics

E-commerce: is obvious that works!

Behind a great show there’s always a great production, with a well prepared team working behind the scenes, ensuring the success of the show. In e-commerce business, where the audience and the level of demand of e-consumers has increased significantly over the years, is no different.

What a few realizes is the complexity behind an online purchase. For many online stores is very important to count on supportof specialized companies for delivery services that meet the consumers expectations.

Therefore, it is essential to online retailers counting on a good logistics operation. Meet the deadline and be well evaluated in this regard is an efficient way to attract more buyers and retain customers. If someone makes a purchase with delivery optionfor one business day, it certainly will require that the deadline is met, and the product integrity is not compromised, factors directly linked to good transportation logistics.

Another factor that should attract the attention of companies is the chances in demand according to seasonality. For this reason, advance planning is necessary for been success on dates such as Mothers Day, Father's Day or Christmas. To have an idea of the scenario, in 2009 Christmas sales represented R$ 1,63 billion in a total e-commerce revenue of $ 10,6 billion, or approximately 15% of all sales of the year.

There is still space for improvement

In December 2009, 76% of deliveries were performed successfully throughout the country. This percentage was below the annual average of 79% due to the large volume of requests made during Christmas.

Comparing the rate of delivery by region in 2009, deliveries on time was best achieved in the southeastern region, with 80% of the total, not so far as the national average and in the South, which were 79%

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Logistics

Analyzing deliveries delays and the orders that wasn't delivered, the percentage of South and Southeast regions came close to the percentages registered around the country, with 15%, 14% and 15% respectively.

However, when we analyze the Northeast region, the percentage in delays was higher: 21%. This can be explained because the majority of the e-commerce distribution centers are focused on the Southeast region, which complicates the process of the logistics and transportation of the products purchased online.

15% 14%21%

15%

79% 80%73%

79%

Brazil Southeast Northeast South

Delayed On-time Delivery

On-time Delivery Rates –2009

Source: e-bit Informação (www.ebitempresa.com.br)

These figures show how important for e-commerce is the role of companies specialized in logistics and distribution. They make possible the delay in delivery be minimized.

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By the way...

The on-time delivery is not the only factor that determines the satisfaction of the e-consumer. According to data from the bitConsumidor survey, "Handling and shipping of products" is also an important point. In a scale from 1 to 5 (1 being the worst rating and 5 the best), the grade achieved in December 2009 was 4.36.

In the Northeast and Midwest, that grade felt to 4.19 and 4.24, respectively. The northern region was the one with the lowest average: 4.17

In the other side, South and Southeast regions got the highest averages: 4.34 and 4.33, respectively. The national average was 4.36.

4,24

4,194,17

4,33 4,34

Midwest Northeast North Southeast South

Handling and Shipping

Source: e-bit Informação (www.ebitempresa.com.br) – December 2009

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Logistics

The stock and the delivery process

One strategy adopted by online retailers, in order to improve its operations, is to outsource all or part of the physical processes, called the fulfillment (storage, "pick and packing and delivery of the product).

To make this possible, companies specialized in fulfillment are gaining more strength in e-commerce, since the volume of requests has increased significantly year by year.

According to Daniel Pellegrini, CEO of Vendapontocom, a company specialized in logistics, outsourcing of logistics processes is beneficial to online stores. "In addition to speed up the implementation of a project, the complete outsourcing of e-commerce enables businesses to reduce costs related to infrastructure systems, information security, logistics, transportation and business management by diluting the value paid for this infrastructure with other clients. The return on investment is also accelerated as the contractor can concentrate its efforts exclusively on sales strategies and marketing of products“, says Pellegrini.

For Vendapontocom, integration with carriers is a step already won. In general, carriers offer 100% traceability and national coverage. The investment in technology and intelligence in storage also ensure inventory accuracy, proper storage and high productivity of the team.

With this level of service, e-commerce works as a clock. From the store website (front end), through the back office system to the fulfillment. All the gears are synchronized and in harmony to ensure the best shopping experience for consumers.

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Expectations for 1st Semester 2010

More growth ahead

After reaches the billion double digit in sales, e-commerce should keep 2010 with his rocket-like growth exhibited in recent years

e-bit forecast is a growth rate of 30%. The Brazilian e-commerce will end 2010 with revenues of R$ 13.6 billion in sales of consumer goods by Internet (excluding the sales of airline tickets, cars, and online auctions).

For the first six months of the year, the forecast is that this industry will move R$ 6.1 billion. This amount represents 45% oftotal online sales for the year.

336745

1750

3800

6100

1° sem 2002 1° sem 2004 1° sem 2006 1° sem 2008 1° sem 2010*

Online Revenues per 1st Semesters

(millions of Brazilian Reals)

Source: e-bit Informação (www.ebitempresa.com.br) *Forecast

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Expectations for 1st Semester 2010

The opportunities appear

The online market has good results in Special Days. For the first semester, in addition to Mother's Day, another important event for Brazilian retailers: the World Cup.

As Brazilians loves soccer, it is expected that the sales of some specific products will increase, as flat panel’s TV and Sporting Goods. This last category, moreover, already has been growing. According to data collected by e-bit, "Sporting Goods" grew 145% in number of orders, comparing October 2009 with October 2008, and 99% in revenues over the same period.

What about the e-consumers in 2010?

Every year, the online buyers acquire more confidence in the channel

Nowadays, the "e-shoppers" are alert to the best prices and not just to the best service.

Before taking their decision, they are looking for product reviews and opinions of other users who have had satisfactory purchase experiences in a particular online store. The use of this consumer generated contend, should increase in 2010. To promote this collaborative experience, e-bit provides on its website, thousands of reviews from customers about products and online stores, with the brand "Real Consumer", what means people who actually bought on Internet.

Furthermore, 2010 will ends with 23 millions of Brazilian e-shoppers. Yet this number represents approximately 35% of internet users in Brazil, shows great potential for the sector keeping growing. According to report released by Ibope NielsenOnline, the number, in August 2009, of Internet users in Brazil was 66.6 millions.

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Expectations for 1st Semester 2010

Source: e-bit Informação (www.ebitempresa.com.br)

2,8

5,7

11,3

19,8

1st sem. 2004 1st sem. 2006 1st sem. 2008 1st sem. 2010*

Number of e-shoppers 1st Semester (millions)

*Forecast

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Present in the Brazilian market since January 2000, e-bit achieved a highlight spot on the electronic commerce development in the Country, becoming a reference in e-commerce information supply..

e-bit offers its services as well as to online consumers. To the consumers, e-bit works as an Internet shopping adviser, by publishing virtual stores evaluations of people who actually shopped at them (at its website: www.ebit.com.br). On the other hand, information about services directed to the companies may be found on e-bit's institutional website (www.ebitempresa.com.br).

Major Clients

About e-bit

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Contacts

www.ebitempresa.com.br

Pedro Guasti

Alexandre Umberti

[email protected] 11 3047-4999

www.camara-e.net

Manuel Matos

[email protected] 11 3231-0445

www.vendapontocom.com.br

[email protected] 11 2178-2405