 Thank you all for being here today As she said, I'm alexander south which I'm coming from The biggest Greek hosting provider and the domain register. It's actually a group of brands and art here and We have brands in Serbia. It's one In top 10 hosting companies mint papak is the biggest rig domain register top host is biggest dedicated VPS and that kind of Staffer seller the core is the first who comers managed who comers Hosting and hostile the biggest Albanian number registers. So and my job there is to Track what mint and hostile are doing there Today we will talk about e-commerce future Because I think that we are Making a huge mistakes while we are starting building our e-commerce webshops and That the trust is pretty much shaken and that customers are losing trust in e-commerce and online shops So but why that is happening? First of all, I need to say actually I have to say two things first one. I have one disclaimer for all of you and I Will use words like asshole crap and bullshit when it is because there is no other explanation Than to say asshole bullshit and crap also, I Have to apologize to the previous speaker because he shared a lot of statistics and I know that 84% of all statistics in presentation are fake because Speakers are using statistic To give more authority to their talks So you should know one thing If you see this because I would be an asshole if I said that all 84% of something is fake and Statistics are fake. So 84% is also fake percentage because I don't have a freaking clue. What is the percentage of fake? statistics and What is bad? Well, the starting point is really bad when people are starting with e-commerce webshops and any shop business We have one bad manner What we are doing like we see that our neighbor has a bakery and it's really successful bakery And then we open a bakery right next to it because we think that probably our bakery will be at least Successful as his bakeries, but that's not the case. So There is something that you need to have different than others in order to succeed also if you ever Listen to some talk or read a book from Simon scenic People are rather will buy what Why than what? What actually that means when you're buying a laptop or a mobile phone? I'm used to Apple. I have Macbook here. I have iPhone. So for me, I don't look at What is inside the computer? I don't look what's inside my phone So I don't care about processor about the graphic card. I only care that it's Apple and Probably for the lesser price I could find some Lenovo or some Asus or Acer or whatever With better configuration And better hardware, but I will go with Apple because I'm buying why not what I'm not buying a laptop Next thing very important is to discover. What is your competition? Not who? There was one great example from then Olson in a book lean product playbook You can find it online as well on Amazon He he's actually advisor for big companies creating softwares products and that kind of stuff And there was company in US. They were creating software for Submitting your tax report every year personal tax report and in US. It's a big deal They're keeping every invoice. They paid paid something all receipts everything they keep so they can deduct that amount from their tax at the end of the year and They created a software to do that to make your life easier less miserable because you're doing that every day and What they did They discovered that there are two companies two softwares in US doing the same thing similar So they were thinking what to offer more than those two companies To have more users and to take some market share from them But then then Olson came and changed completely philosophy because competition Hold only 2% of US citizens 98% of US citizens were using something completely different. So competition was what not who? Can you imagine what was the competition? The pencil and the paper 98% of US citizens were using pencil and the paper and Only 2% of US citizens were using any software. So it's not the point to take Some customers that already use some software from your competition then to take customers that are not using any softwares To find a way how to explain to them that it's better to use software than the pen and the paper Also shops with unique products are more successful and now you will say yes, you've just invented hot water Of course that shops with unique products will have Will be more successful, but what you can actually how you can target some specific groups which are not Specifically for that product You're not targeting that group of people for the product But what you offer with that product might target some groups of people like eco-friendly products eco-friendly packaging No child labor in the supply chain, which is very hard because I believe that today We all have something varying on us with child labor in supply chain And let's say recycling by doing this you will target some specific groups of people who really really care about this stuff And your product is actually the same as all other products in the market. What is Actually this part is the most important one what is extremely bad Drop shipping became AliExpress So you install will commerce you buy a plug-in AliExpress something drop shipping or whatever or Shopify Then you connect it with your website you create account in AliExpress. Voila your drop shipper You have a new business your business owner your shop owner, and you you can rock the world number two are fake shops and Number three is elephant sales margins So I will give you some examples for this This is Serbian webshop. It's called Shivgratis RS. I don't care if they will be mad at me because I'm using Them as an example because they're assholes. So I don't care and you can see that the price for shoes was 10,120 dinners. It's like eighty five euros when you convert it and there is Some huge discount of almost 70% if you buy it in the next six hours Because they are so cool, and they want to give you some huge discount on that pair of shoes first of all if you Google Sterling shoes that brand doesn't exist There is no sterling shoes on Google So they already scammed you Selling you sterling shoes that doesn't exist and there was some extremely huge discount only for the next six hours But then You are smart enough to have AliExpress and you can see the same pair of shoes in the top right corner for 25 US dollars So they're trying to scam you from the very beginning From the first step when you visited their website or you found their ad on Instagram or Google or wherever They started to scam you Another example, I wanted to buy a watch to my girlfriend for birthday because The time is pretty much relative to her and I wanted to buy something like a joke for a birthday and I looked for some watches and then of course Instagram started to pile me up with ads with watches And as you can see here soon to watch is 70% off soon to his Finland brand It's high end brand the watches are like 1,000 euros. That is the price for the wristwatch and The name of the shop is lossalime something okay, and I'm always clicking on these buttons learn more because you are spending their money by doing that because they're paying per click So click every time on everything because you will spend in their money and they don't have enough money to spend if everyone clicks on everything and Then you got redirected for to shop LGFO dot ML. Do you know ML from which country is that TLD? No, it would be good that it's Moldova Unfortunately, it's Mali in Africa and they had a civil war like Two years ago. So if you buy something there, do you think that you will get your money back like ever? No, probably if you're from Mali, you would not get your money back So but if you click on some of those wristwatches you get redirected to another website it sumto dot online and It was not hard to me to find a real price for this wristwatch and in Serbia. This is official authorized reseller of sumto watches in Serbia. It's it was 55,000 dinners, which is around 500 euros So that is the regular price for that watch and it was discounted price on their website but then you have it for 16 pounds for Steering 97.1 percent of discount on the regular price and they said that it was 70% off on Instagram. So they lied themselves You see what they're doing and if you buy this watch you're probably retarded Because if you're if you have two grams of brain inside your head, you will not click add to cart because no one can sell you wristwatch that costs 550 pounds for 16 pounds because even What is the name of That part that goes around your hand Wrist yes cost more wristband cost more than 16 pounds for that watch Elephant sales margin This is when I was looking to buy Some joke wristwatch to my girlfriend and it's also Serbian. It says 15.6 US dollars for a wristwatch If you buy two or more you have a free shipping So if you spend 30 bucks 31 actually you will have free shipping Then you go of course Ali express and there is Geneva wristwatches free shipping for $1 From China and this shop is in Serbia So they are shipping 100 kilometers or 200 kilometers and the other guys for $1 are shipping for or 5,000 kilometers for free and They are not asking you to buy two wristwatches to have free shipping and Then I was so persistent to find the same one and The same one is 135 with free shipping from China and if I buy it in Serbia, it will be 15.6 That is another really really bad thing about e-commerce these days. So When you see all of this you're like, why would they buy anything online and It's a big lie that e-commerce is Rising and that is growing rapidly it is growing rapidly But only for known brands for big brands smaller brands Can succeed in Really really really small percentage only if you're really unique and if you really put some effort into it But why people then are buying online despite everything first of all you can check product reviews But we need to say that product reviews all are also fake Because people are more mostly buying product reviews and not only On their webshops. They're also buying product reviews for trip advisor for everywhere Where we go you people are trying to scam you somehow and then you visit some place that you saw some Great reviews and you actually see that the most of them were fake and Paid because probably the most of those people who left or even never visited that place But in that sea of reviews you might find some that are actually real it saves our time Because you can buy something while you're here if my talk is boring to you You can search something and buy something online You can compare prices in different shops. This is a special important for bigger brands So if you're buying something known like let's say LG TV You can see in many different shops the price compare prices and find the least price and Something that is closest to you to buy it Why the selection there is one great thing in Greece. It's called scruz gr It's a website where you connect your e-shop to you're paying like 500 or 600 euros yearly They are taking care that you're real that you're not fake and Greeks are not using Google when they want to buy something. They're using scruz Because in scruz you have if you type in like Nike nightgazer you will have Compared prices for Nike nightgazer in in all shops connected to scruz Also, you can see if the number is available color or whatever you need So scruz is pretty much interesting grease and I believe that it will spread all around Europe something like that because it gives More trust to people to buy when they find find something on scruz Also in online shops very often you have some discounted prices like 40 50% if you buy online Because it's more expensive to have a real shop and to pay like two three or four thousand euros in the city center For 20 square meter shop then to have online shop and that is why they're giving you a huge discounts if you buy online Of course you have to subscribe to a newsletter so they can pile it up and spam you With their offers What is the brighter e-commerce future in my opinion No mobile apps How many mobile apps per month you install on your phone? after you buy a phone You install like Viber what's up messenger Facebook Instagram that kind of stuff some Navigation GPS whatever and after that that much yep Probably zero per month I sometimes install some games and Delete those games when I'm bored, but that's it You're not installing applications to your phone Especially if you want to buy shoes you will definitely not install application for some shoe shop Because you're not buying shoes every day you're buying shoes Two or three times in a year and that's it maybe less So you don't want to have application in your phone just because you will buy shoes But if you use progressive web applications they're awesome because You're not installing anything on your phone. You just put an icon and For a webshop owners It's better to have progressive web applications because you're abusing The client's phone and his resources and not your server resources And also when you update something in your progressive web application, it will be automatically updated on your client side So you're not depending on the client and if he updated application or not, so it's better to use progressive application and Lancome when they rebuilt it their mobile their website and they added progressive application Convergence went up really significantly. It was like really really for them They didn't they didn't expect it at all to have that that growth on on their shop What else? Buy directly on social and chat apps in China. It's normal They already have options to buy directly on social So you don't have to leave Facebook. Let's say Some their Facebook you don't have to leave to buy you can buy there. You're not redirected to some shop You're buying in social application also In Viber snapchat and other applications, you will have option to buy So you will not have to leave Instagram to buy something from some eShop and that is really good because because I I believe that then Instagram and others will check if you're fake or not They're stealing our data. So they should at least do that for us What more in Car e-commerce shopping on the go We are racking our cars every day because we are looking at our phones While we are driving because we're looking at those huge Tablets that they are putting in every car these days And they're collecting information Where we are going where we are traveling when we are traveling how much time we are spending what is our speed? so they know everything about our Everyday movement through the city So nearly 135 million Americans are using on-the-go shopping every day Because they are getting push notifications when there is a gas station around or so and with the newer cars When your gas is low They will probably send you a notification There is a gas station one mile away from you So you can stop by there and add more fuel because you're you're running out of fuel So that is one of the things that will be a future of e-commerce and we need to use that What else detailed product information when you're buying something you're not buying if you're not sure that it will fit you So if you see a t-shirt or shirt or jeans or whatever without detailed information of its size you will not buy it What you can do if you're a webshop owner and it's really easy if you're selling shoes I know that For Adidas, I'm wearing like 44 and 2 3rds and for Nike. It's 45 and a half So there is a difference But you know that there is a difference so you can compare your shoes with Nike and Adidas and you can say if you're wearing Nike 45 you should probably go with 44 and a half with our shoes because our shoes are bigger That way people will know what to buy Otherwise when you see some shoes some brand that is not that on or maybe you never wear Some that brand maybe it's famous brand, but you're never wearing it before You it's ten times easier for your customer to find Size by matching it with something that is really really known and everyone is wearing Augmented reality. It's so easy. You have it on your iPhone. You have that measure application that is measuring in centimeters if you want to see how big something is and There is one application diamond edge They built an application where you can see how ring looks on your finger and You can check the size the size of the Diamond you can check you can change the shape of the ring and you can see how it looks on your hand and Both you will get a size What is the size of the ring that you should order? also gap It's famous brand you add Your height weight Your body type and then when you pick the size small medium or large It actually shows you how it will look on your body It's easy as that Augmented reality is not something new. It's not high-tech It's easy to build Disrupt or die first of all diverse sales and support teams. Why? Because I would probably rather buy something from From someone who is similar to me and who has similar interest like me, but you can lie Do you really think when you contact support from Some big brand that some Michael actually responded to you or some Eric Does it have to be the name of that person who is chatting with you? probably not Well in 99% it's not Because the big companies are mostly using cheap labor for support and Those people are not Michael Eric and John those people are mostly from China India some less developed undeveloped countries like Serbia my country or so and then you can see that they're using names and you see When you see that English that they are typing that they are not native English speakers But you can lie your customers and they will feel better they will know that you are lying but they will feel better Limiter artificial intelligence and higher humans because people Like to talk to humans not to robots and machines. What I hate the most is intercom When there is a chat and I start typing in chat how to create a backup and it offers me FAQ Frequently asked questions to check there If I wanted to read your article about how to create a backup, I would do it earlier. I would not Contact your support and I would never open that chat box So I don't want to waste time and read. I don't know this big article Just tell me where to click and that's it but they're Pushing you in three or four different steps before you can actually chat with an agent and That is stressing customers and probably the most of the customers will just leave that chat and leave your product why? Hiring humans humans is good Have you heard about Zappos? Do you know what Zappos is? It's the big company from Europe and what they did one year Their customer loyalty team sends out nearly 13,000 written cards, but they were written by hand Not printed and posted written by hand all of their employees working in cities Where they have loyal customers? They took postcards and bring them on the door ring on the bell and said hi, I'm from Zappos This is our postcard. We are Want to say thank you for being our loyal customer That is that human relations and that is the future of e-commerce And I think future in general because people will start getting sick of Artificial intelligence and that kind of stuff Communicating with robots because we are not communicating with robots Use your customers as a salesperson word of mouth I Again invented hot water People also buy from people they trust and they trust people they like So if you're buying WordPress team an example or a plugin You will probably ask someone from Slovakian WordPress community Because you trust those people they're from the same group as you are They're similar to you and of course that you will trust them and If they give you an advice you will probably go and buy something that someone from Slovakian WordPress community Suggested so the brighter e-commerce future is definitely trust The trust is shaken because of all these cans spamming stealing our data You know what happened once you know that they are recording actually your voice messages in chat applications and They're actually mark doing marketing According to those voice messages Me and my girlfriend. We are communicating mostly I record voice messages and I'm not typing And once I told her look, can you buy me the 200 grams pack of samba coffee? It's a coffee from her place and Bring it when you're coming and she was like yeah, okay I visited Instagram tomorrow and there was an ad samba coffee So how I never ever know where typed samba coffee The only place when I mentioned samba coffee anywhere is a voice message that they sent to her or Viper So if they say they are not stealing and not listening our messages, they're lying because they are So we need to build more trust Somehow I don't know how I gave a couple of examples how you should figure out the rest So you should trust me and the e-commerce future will be brighter Thanks everyone for coming here for listening to me. This is my socials WP Alex everywhere If you want to find me somewhere Twitter LinkedIn in Instagram, I'm not an asshole. I'm following back if you follow me So please do. Thank you. Any questions?