Supporting international e-commerce ambitions

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1 Supporting international e-commerce ambitions An introduction to TNT Post Parcels 2 May, London Dim Baars Marketing Manager International dim.baars@tntpost.com

2 Agenda Introduction to TNT Post Parcels E-commerce market facts Why are we shopping internationally? Attractiveness of cross-border e-commerce Best practice suggestions from our clients Innovation Check List international expansion

3 An introduction to TNT Post Parcels TNT N.V. From 1998 till June 2011 PostNL N.V. since June 2011 TNT PostNL N.V. TNT Express TNT Post Netherlands: PostNL Rest of the world: TNT Post

4 We support you to expand internationally International E-commerce Logistics We run an international network that handles (transporting and distributing) parcels to any destination worldwide, every day. We gear our products and services at the demands of internationally expanding e-commerce companies We offer a broad range of logistics services covering the full supply chain from fulfillment to returns

5 Specialist in cross-border parcel deliveries ü EU & ROW destinations ü Parcel delivery solutions ü Cross Border return solutions ü Fulfilment services in the Netherlands ü Best in class 2C distributors due to network flexibility ü One integrated Track & Trace

6 How we deliver your goods internationally? Infeed in sorting centre Manchester & London Collection Direct infeed in central sorting centre in the Netherlands Direct infeed in country of destination

7 Agenda Introduction to TNT Post Parcels E-commerce market facts Why are we shopping internationally? Attractiveness of cross-border e-commerce Best practice suggestions from our clients Innovation Check List international expansion

8 Europe is growing faster than the UK 250 Regions bn The population of the European Union counts over 500 million people A potential of more than 300 million e-shoppers in Europe Europe bypasses US market in terms of online sales Europe is growing faster than the UK in terms of online sales (up 18%)

9 An enormous international opportunity Country Online Shoppers, million Online Sales, million Euro USA France Germany Australia Italy Spain India Netherlands International opportunity Data based on 2010

10 The Netherlands - Cross Border shopping behaviour 20% of the online shoppers in the Netherlands purchased internationally 1 United States 31% 2 3 Germany United Kingdom 30% 30% 4 China 16% 5 Belgium 10% Source: Blauw Research, customer research Thuiswinkelmonitor, 2011

11 Agenda Introduction to TNT Post Parcels E-commerce market facts Why are we shopping internationally? Attractiveness of cross-border e-commerce Best practice suggestions from our clients Innovation Check List international expansion

12 Why are we shopping internationally? 1. Better prices in foreign countries

13 Why are we shopping internationally? 1. Better prices in foreign countries 2. Products are not available domestically

14 Agenda Introduction to TNT Post Parcels E-commerce market facts Why are we shopping internationally? Attractiveness of cross-border e-commerce Best practice suggestions from our clients Innovation

15 Attractiveness of cross-border e-commerce An analysis for a basket of 100 typical e-commerce products Source: European Commission, repoort on consumer attitudes towards cross-border trade and consumer protection, March 2011

16 Agenda Introduction to TNT Post Parcels E-commerce market facts Why are we shopping internationally? Attractiveness of cross-border e-commerce Best practice suggestions from our clients Innovation

17 Best practice suggestions from our clients Arrange training sessions for your customer service team to better understand the international order and logistics process based on specific countries. Measure and share your customer complaints with your carrier to further improve customer experience Make -addresses and mobile telephone numbers mandatory fields in order to resolve delivery issues proactively and to further improve hit rates Be aware that international order processes are more complex, i.e. customs handling, international fulfilment, VAT reporting

18 Best practice suggestions from our clients Address validation to prevent delivery issues. Customers are very creative in some countries. Improving hit rates. Make sure you have the necessary information from your customers. Especially for countries like Greece, Portugal, Spain and France. Make sure you have an international returns solution. Costs of international returns are significant and return flows are more difficult to manage.

19 Agenda Introduction to TNT Post Parcels E-commerce market facts Why are we shopping internationally? Attractiveness of cross-border e-commerce Best practice suggestions from our clients Innovation Check List international expansion

20 My Parcel consumer portal in the Netherlands 1 Full Track & Trace 2 Estimated Time of Arrival online available at least 24 hrs before delivery 3 Consumers are able to reroute their parcel delivery to a preferred option: ü Neighbour ü Delivery to a retail location ü A new date & time slot

21 Agenda Introduction to TNT Post Parcels E-commerce market facts Why are we shopping internationally? Attractiveness of cross-border e-commerce Best practice suggestions from our clients Innovation Check List international expansion

22 Checklist International Expansion How will I translate my product offerings to international markets? How will I deal with deliveries and returns to international destinations? Are there cultural requirements I need to be aware of? How will I deal with customer service? What are the tax & legal requirements for the country I am expanding to?

23 Dim Baars Marketing Manager International

GLOBAL B2C E-COMMERCE DELIVERY 2015

GLOBAL B2C E-COMMERCE DELIVERY 2015 PUBLICATION DATE: OCTOBER 2015 PAGE 2 GENERAL INFORMATION I PAGE 3 KEY FINDINGS I PAGE 4-8 TABLE OF CONTENTS I PAGE 9 REPORT-SPECIFIC SAMPLE CHARTS I PAGE 10 METHODOLOGY I PAGE 11RELATED REPORTS I PAGE