Tracking Transparency Key to Winning Cross-Border Shoppers

In an effort to key into international consumer expectations of global online shopping, ESW (which was formerly known as eShopWorld), conducted a survey that showed 67 percent of respondents are “more likely to shop across borders if transparent and trackable shipping details are provided.” The company also said in its “Global Voices: Pre-Peak Pulse 2021” report that “despite faster global delivery speeds, [57 percent of] consumers will accept a longer delivery window with free shipping.” That sentiment is a shift from research conducted by other firms last holiday shopping season that showed less tolerance on delivery lead times. Patrick Bousquet-Chavanne, president and chief executive officer of the Americas at ESW, said the company is “expecting to see increased demand in global direct-to-consumer shopping this holiday season, particularly as consumers are looking for new and exciting shopping options outside of their own locality.” Bousquet-Chavanne said international merchants and direct-to-consumer brands need to provide shipping transparency and offer top-notch customer service “to fully capture the sales opportunity and consumer loyalty.” In its report, ESW said “understanding and addressing international consumers’ expectations will drive higher adoption for cross border shopping.” Authors of the report described shipping as “the number-one customer service issue facing international direct-to-consumer brands.” ESW’s

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