It is the third holiday season where small and medium-sized enterprises (SMEs) are still reeling with the lasting impacts of the pandemic. From global supply chain disruptions to labor shortages and now inflation, this time of year has certainly caused challenges for U.S. businesses.  However, the past three years have also resulted in some unexpected opportunities for SMEs, such as the dramatic increase in online shopping and e-commerce activity.   To gain insight into SME expectations for this holiday season as well as their outlook for 2023, DHL conducted a survey of U.S. SMEs. O ..read more

The convenience of online shopping is a huge selling point (pun intended), but the lack of human interaction can make it challenging for e-commerce companies to create a compelling customer experience. The good news is, a little goes a long way when it comes to making your business shine bright in a bustling online marketplace. Communication is Key You don’t need brick and mortar to build a strong foundation, but you do need a solid communication strategy. The only surprises customers want are the kind that inspire delight, so make sure important information about shipping rates, sizing chart ..read more

How does your business define great customer service? For most e-commerce companies, it starts with engagement. In other words, it’s all about building loyalty and excitement by involving customers in the core of your brand and mission. However, while customer engagement through social media, e-mail, and online chats is essential, there are some basic, technical building blocks of good service that your organization should embrace, beginning with the options you offer for online payment. It’s important to understand the different habits, financial requirements, geographic preferences, and dem ..read more

Is packaging part of your marketing strategy? If not, it should be! Personalized packaging is an opportunity to make a memorable first impression that delivers surprise and delight before the customer even sees the product inside. In the world of online retail, a thoughtful approach to packaging is one of the few opportunities you have to build a personal connection with your customers. Attention to detail transforms a purchase into an experience and helps your e-commerce business stand out from the rest, so it’s worth a little extra investment. Unbox your brand’s potential If you’ve been pay ..read more

Is your e-commerce business making the most of post-sales opportunities? If not, you are missing a critical pathway to financial growth and operational improvement. The fact is, a satisfied customer who has already committed to your online store is one of the most promising leads you can have for new sales. Data from SignalMind shows that the probability of an existing customer making a purchase on your site is between 60% and 80%, while a new buyer is only 5-20% likely to purchase. For small businesses in general, customer retention is far more cost-effective and valuable than acquisition. A ..read more

It’s not surprising that global issues are having a large impact on small and medium-sized enterprises (SMEs) so far in 2022.  To gain insight into the current SME challenges and opportunities and how they are informing business planning and operations for the rest of the year, DHL Express conducted a survey of U.S. SMEs, including its customers. Here are the key findings, compiled from the over 4,000 responses: COVID is no longer a major concern for most businesses: Only 12% said they expect COVID-19 would be their biggest business challenge for the rest of 2022. Supply chain challenges ..read more

If you run a small or medium-sized e-commerce business, then you already know that closing a sale is far more difficult than initiating one. According to the Baymard Institute, the average shopping cart abandonment rate for e-commerce is nearly 70%. Just think of how many customers never get your goods out the virtual door, and what that means for your bottom line. A recent DHL report examines the most common reasons that consumers stop transactions before payment is processed, and what your company can do about it. By understanding the root causes and developing specific plans to address cus ..read more

With each passing year, the need for businesses and individuals to act boldly to protect our planet takes on greater urgency. The evidence of climate change has been mounting long enough, as extreme weather events, extended periods of drought and resulting wildfires, and the mass extinction of plant and animal species impact our world. If your company has not already made the commitment, this year should mark the start of a comprehensive plan to reduce your carbon footprint. Future generations will thank you, but so will your current customers and your brand’s reputation.  A study by IBM ..read more

If your small or medium-sized business is considering initiating or expanding cross-border trade in South America, then you need to understand the intricacies of the markets, the particular customs requirements involved, and the opportunities that exist within your particular industry. Achieving this kind of understanding means doing the research and investigating the specific countries you want to target. You will also find useful insight from the U.S. International Trade Administration (ITA), which is currently promoting a South America Trade Mission and Business Conference, scheduled to oc ..read more

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