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E commretail 0.4

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E commretail 0.4

  1. 1. No one understands e-Commerce @ecommretail Barcelona April 24th 2010
  2. 2. Agenda • 1. Meet the curtain raisers • II. Cognitive dissonance • III. 3 bottlenecks to progress –User interfaces –Customer service –Payment systems • IV. Conclusions • V. A new hope? • VI. Q & A
  3. 3. Meet the curtain raisers @abarrera @luisriverag Addicted to Silicon Valley, Wrote business plans with returns every year to cope clickballs before dotcom with Spain burst Founder @Inkzee and Startup advisor and investor Resident Hacker @OkuriVentures and @TetuanValley @TetuanValley alwaysnewmistakes.com luisriverag.com Reward $100k
  4. 4. “buying and selling of products or services over electronic systems such as the Internet and other computer networks” Wikipedia
  5. 5. “[...] Commonly associated with web applications that facilitate interactive information sharing, interoperability, user-centered design and collaboration on the World Wide Web.” Wikipedia 5
  6. 6. Cognitive dissonance The excuse Reality • Visitors don’t come to • Your proposal is wrong, my site because Internet even the smallest niches usage is low and the can be profitable online advertising agency ripped us off • Site blinks “I’m going to • Spaniards don’t like to spam you” enter their contact details • User experience is so • People don’t complete bad only hackers can find purchases because they their way through some are afraid of entering websites their credit card
  7. 7. USER INTERFACE FAIL
  8. 8. Circa 1992
  9. 9. Circa 2005
  10. 10. Circa 2007
  11. 11. FAIL
  12. 12. ?
  13. 13. WTF!!
  14. 14. CUSTOMER SUPPORT FAIL
  15. 15. WTF (again)
  16. 16. WTF (again) Hours??
  17. 17. http://www.botillo.com
  18. 18. Zappos Annual Revenue 1000 Millones de dolares 750 500 250 2007 2008 0 2004 2005 2006 2002 2003 2000 2001 1999
  19. 19. PAYMENT SYSTEMS FAIL
  20. 20. 2006 3M customers +55 M €
  21. 21. CONCLUSIONS
  22. 22. • e-Commerce doesn’t work in Spain because customer experience and payment systems are subpar • Real success cases have quickly shifted to larger markets (Privalia vs Barrabes) but most of us still “think small” • We are missing out the Latin American opportunity
  23. 23. THANK YOU!! Q &A alex@inkzee.com (@abarrera) luisrivera@okuri.es (@luisriverag) http://www.slideshare.com/luisriverag

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