The 3 Myths about Online Shops in Switzerland

Everywhere you get bombarded with articles that Swiss retailers are dead if the do not offer the cheapest products, deliver the same day, and always fulfil customer wishes. Amazon is very successful in Switzerland, and still offer quite average services...

Myth #1: If you as a Swiss retailer does not offer same day delivery, you are out of business.
Fact: On average, a delivery from Amazon (or Zalando) takes about 10 days to reach your address in Switzerland.

Myth #2: If you do not have a customer centric approach, you are out of business.
Fact: Did you ever try to ask Amazon a product question, or give a public feedback on the delivery? Do not try, they do not allow it anyway…

Myth #3: If you do not offer free shipping, free returns and the cheapest products, you are out of business.
Fact: A return from Switzerland to Amazon’s return address in Germany costs about 40 CHF (plus about half an hour administration), refunded is 8.40 EUR (if you have a good reason for the return).

So, please relate to reality if you are a Swiss retailer, before you go crazy with no-cost-deliveries with taxis/Uber within 30 minutes. Instead, take care of your customers’ needs and provide excellent personal service!

 

– Thomas Toernell, thomas@toernell.com

Amazon will change the B2B purchases in Switzerland very soon

Is this the case with your current supplier: Minimum order: 1’000 CHF, Delivery time: 4-8 weeks ?  Well, this will change very quickly thanks to Amazon.

Many times I just shake my head when I see what some suppliers allow themselves. Do they really try to avoid sales?

  • Minimum order volume
  • Small order fees
  • Expensive shipping fees
  • Long delivery times
  • 5 days after the order placement you find out some of the items are not deliverable (at the order moment, you have no clue about the quantity in stock or even the price)
  • You have to fill out forms to make the purchase
  • etc
supplier-clause
Many times the general terms are full of customer unfriendly statements.

Well, this will change very soon, both for direct and indirect materials. When you as a purchaser in a small or medium sized company get used to as soon as one product is sold, you can order a new one, it will be hard to change. It is also very easy to automise. Like the book stores, when you buy a book, they scan it, and a order is placed, so that sold book can be replaced in a couple of days.

One of the main drivers for this development will be Amazon, mainly through services called Amazon Business and AmazonSupply. Without increasing prices for small orders, they can deliver what companies need, relatively fast, and reliable.

Facts about Amazon

Very soon, also Swiss companies will get used to more convenient purchasing. And the suppliers have to get used to it as well.

– Thomas Toernell, thomas@toernell.com