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LOCAL MARKET
GLOBAL SERVICE
NURUL FITRIAH
Cross-Border Trading Practitioner
PRESENTED AT KOPDAR ONLINE SHOP 04 JULY 2013
WWW.SHOPFAIR.NET

Know Your Customer 
1. EGOCENTRIC ‐The Customer is always right 
• IMPATIENT‐ not detailed, everything fast & quick 
• IMPULSIVE‐ Just a click away
• EDUCATED‐ comfortable with computer & gadgets
• INFORMED‐ just google it!
• THRIFTY‐ Price sensiCvity 
• PRIVATE‐ don’t want other to see their purchase
• CAUTIOUS‐ watch out fraud and scams 
1. INDENCISIVE‐Take long Cme to make up their mind
• PLEASURE DRIVEN‐ Buy the things that they want, 
not they need. 
Source: ebsjournal.com

Know Your Customer 
The Connected Customer  The Discount Seeker The Social BuJerﬂy
• Shop across channels 
• Always connected
• MulCple Devices
• Savvy Shoppers
• Excited & ThriMy
• 52% women
• Won’t buy without 
promoConal oﬀer 
• Use device to search 
compare prices
• Abandon shopping 
cart rouCnely
• Use device to share and 
socialize
• 89% receive advise on 
purchase from friends 
via social network
• Use reviews to make 
purchase decisions
Source: prezi.com

AcMonsThe Connected 
Customer 
Source: prezi.com
Mobile strategy checklist
•Makes payment easy 
•Make links clickable with fingers
•Send a link back to online shopping cart
Discount seeking behavior checklist
•Offer free shipping permanently
•Leverage scarcity
•Set up customized promoCon 
Social buJerfly behavior checklist
•Exclusive Offers for social channels
•Increased intensive for more sharing
•Recognize superfans & reward them
The discount 
seeker
The Social 
BuJerfly

Standard T&C of Online Store 
Item as described
•Describe your items accurately. 
•Fill out item specifics &details like size, 
weight, color, and quanCty. 
•Use bullets, bold headings, and simple 
paragraphs.
Shipping and 
handling charges
•Ship items as soon as possible aMer you 
receive payment
•Offer free shipping or discount for 
shipping mulCple items in one order
Shipping Mme
•Be specific about the shipping services 
you offer, including delivery Cme for each 
service.
•Choose reliable shipping partner. Offer a 
shipping service that provides tracking 
numbers
 
CommunicaMons
•Clearly specify your return policy, 
shipping opCons, and payment methods.
•Respond to emails and phone calls 
quickly. Stay calm and keep an open mind 
in all your communicaCons with buyers.
1 2
3 4

Drive more Traﬃc & Sales 
• New item 
• EﬀecCve Keywords
• 12 pictures/angle of product photo
• Sale/Discount price
• Free Shipping 
• 1 business days handling Cme
• Ship to worldwide
• Tier shipping : Economy, Standard, Expedited Shipping
• Clear Payment method: PayPal/Credit Card
• 14 days returns accepted
• Money back guarantee
• Reply email/message within 48 hours

Local Market Global Service (Nurul Fitriah) - RPX Kopdar Online Shop

Retain Online Customers
• Delivers on promises Customer with great experience will tell their friends and 
they’re much more likely to come back to you.
• Humanize your approach so that your customers can relate to you as someone 
who is more than just a business provider, but also as a friend.
• Always try to over‐deliver. People love receiving more than what they paid for.
• Keep customers informed. Tell the customer immediately if there’s any issue 
with their order.
• Mailing list & Social Media promoMon. Take good care of your subscriber base, 
and they will take good care of your business in return.

THANK YOU
ShopFair
Ideoworks.co
The Promenade Lot 9/14
Warung Buncit 98, Pejaten,
Jakarta 12510 INDONESIA
KopdarOnlineShop@gmail.com
Office: +62 21 7980180 / +62 21 33007777

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Local Market Global Service (Nurul Fitriah) - RPX Kopdar Online Shop

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Local Market Global Service (Nurul Fitriah) - RPX Kopdar Online Shop