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Eelco van Wijk, Country Manager PayPalDe huidige ontwikkelingen op het gebied van Mobiel betalen veranderen de Nederlandse retail voorgoed. Het kopen op afstand met een smartphone is al volledig geaccepteerd voor apps & muziek, maar het kopen van fysieke producten met de smartphone neemt inmiddels een grote vlucht. Volgend station: mobiele internetbetaalmethoden in fysieke winkels. Gedreven door business drivers als het verkorten van de wachttijd, en op internet ontwikkelde marketing- en CRM methoden, zal deze ontwikkeling de winkelstraat ingrijpend veranderen. PayPal zal in 2011 voor meer dan $3 miljard aan mobiele betalingen verwerken. Ook in Nederland maken al meer dan 900 winkels gebruik van PayPal als mobiele betaalmethode. Eelco van Wijk zal ingaan op de cijfers, toekomstverwachtingen, en hoe PayPal inspeelt op deze verwachtingen.
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The Wallet in the Cloud Eelco van Wijk Algemeen Directeur, PayPal Nederland en België
About PayPal
m-Commerce is here
How will the market evolve?
Our vision: the mobile wallet
How we realize the vision
Real life examples
1 yr mobile on the NL market: insights
About PayPal
m-Commerce is here
How will the market evolve?
Our vision: the mobile wallet
How we realize the vision
Real life examples
1 yr mobile on the NL market: insights
PayPal REPRESENTS 18% OF GLOBAL E-COMMERCE
>230 millions accounts worldwide, >106 million active
Incl. 67 million in Europe
Created in 1998, part of since 2002 $118B in total payment volume (+29%) $3B in stored value (saldo) spent every 2 weeks Bank License in Europe
2011 Key figures
26
10
12
5
110
3,5
3
2
2/2/2012 PAYPAL MOBILE CONFIDENTIAL AND PROPRIETARY 4
2001 2002
2004
2007
2010 2011
LOGIN REVIEW PAYMENT COMPLETE
DONE
1998
MOBILE IS IN OUR DNA
About PayPal
m-Commerce is here
How will the market evolve?
Our vision: the mobile wallet
How we realize the vision
Real life examples
1 yr mobile on the NL market: insights
2/2/2012 PayPal MOBILE CONFIDENTIAL AND PROPRIETARY 7
NEW OPPORTUNITIES
• m-Commerce to represent 20% of e-commerce by 20152
• Mobile devices will „close the loop„ by getting customers back into the stores
• Mobile offers high street retailers opportunities to take proven internet consumer acquisition & CRM methods offline
1) Morgan Stanley 2) ABI Reserach
M-COMMERCE IS HERE, NOW…
TRENDS
• Rakuten (Japan) sales already 20% via mobile1
• eBay, Inc.:
IF EU FOLLOWS US TREND, M-COMMERCE WILL AT LEAST DOUBLE
m-Commerce adoption in US twice as high as in Europe, and still growing…
2/2/2012 PAYPAL MOBILE CONFIDENTIAL AND PROPRIETARY 8
Who is the mobile shopper, and what do they buy?
Source: Insight Express
A VERY attractive consumer for any retailer…
36% make a purchase on their
phone while in-store
83% are between 18-44 years old
72% are smartphone owners
54% are male, 46% are female
52% make more than $50k a
year; 32% make more than $75k a
year
32% have an iPad
18%
19%
22%
22%
23%
28%
30%
30%
31%
31%
36%
38%
43%
Groceries
Streaming Movie
Airline Tickets
CD
Hotel
DVD/Blu-Ray
Clothing
Books
Electronics
Music (other than MP3)
App
Ringtone
MP3 Music
Buying digital goods (as expected)… & a lot more!
Most attractive segment: “Dual owners”
10 PayPal Mobile Confidential and Proprietary Source: PayPal & Ipsos Mobile Usage & Attitude Research, October 2011
Highly Engaged with Mobile: • Make 2x as many mobile purchases as smartphone-only buyers (40% made >20 purchases in past 12 months) • Make purchases as frequently as online purchases Incremental Spenders: • 60% indicated higher overall spending due to their mobile purchase activity (vs. 29% for smartphones)
High Value Customers: • 67% Male; 37 yrs old, $120K average Household Income, 65% with kids
Tablet owners may be enticed to spend more due to the larger screen/keyboard and touchscreen capabilities. Retailers should think about how dual owners use both devices in complementary ways to shop their brand.
Different set of shopping activities for each device
10
About PayPal
m-Commerce is here
How will the market evolve?
Our vision: the mobile wallet
How we realize the vision
Real life examples
1 yr mobile on the NL market: insights
M-COMMERCE WILL EVOLVE INTO NEW AREAS
•Portion of $700B+ e-Commerce migrating to m-Commerce
•LBS, time sensitive sales & ubiquity create incremental sales opportunities
•eBay sold $5B+ in 2011 •Japan showing the way
Global Mobile Apps Revenues ($B)
• Mobile driving store traffic with deals
• Mobile key enabler for redemption
• Estimated $1T opportunity
(Gartner)
2/2/2012 PAYPAL MOBILE CONFIDENTIAL AND PROPRIETARY 13
6.8
11.8
19
29
2010 2011 2012 2013
Online2offline Remote commerce Apps
M-COMMERCE WILL EVOLVE INTO NEW AREAS
JAPAN SHOWING THE WAY IN “BLURRING THE LINES”
2/2/2012 PAYPAL MOBILE CONFIDENTIAL AND PROPRIETARY 14
About PayPal
m-Commerce is here
How will the market evolve?
Our vision: the mobile wallet
How we realize the vision
Real life examples
1 yr mobile on the NL market: insights
The future of shopping
2/2/2012 PAYPAL MOBILE CONFIDENTIAL AND PROPRIETARY 16
A SEPARATE PAYMENT METHOD FOR EVERY SINGLE USE CASE?
THEORY REALITY
2/2/2012 PAYPAL MOBILE CONFIDENTIAL AND PROPRIETARY 17
In 2 clicks!
Convergence Online, Mobile
& Offline
Mobile Commerce
Mobile Wallet
THE FIRST 3 STEPS
CONVERGENCE INTO 1 MULTICHANNEL WALLET
A WALLET JUST LIKE YOUR LEATHER ONE… BUT BETTER
PROMOTIES & COUPONS LOYALITEIT
IN-STORE PRIJSVERGELIJKING
BOODSCHAPPEN- LIJSTJES
WINKELLOKATIE
BETALING
MOBILE COMMERCE
SCANNEN
€$£
MULTICHANNEL WALLET NOT RESTRICTED TO 1 DEVICE
2/2/2012 PAYPAL MOBILE CONFIDENTIAL AND PROPRIETARY 21
Existing devices….
Samsung TV
POS (Ingenico)
Kiosk
Android & other tablets
Navigation
Parking
Xbox 360
& new ones!
ROAD TO A MULTICHANNEL WALLET
Apps available on iPhone, Android, RIM Key Features: Send/Request Money, Check
balance/History, Bank Transfer, Split Check, Charity Donation, Mobile Check Capture, Local
From a smartphone application…
5m consumers engaged
…to a multichannel Wallet
All that you have in your leather wallet: Cash, payments cards, loyalty cards, receipts
2/2/2012 PAYPAL MOBILE CONFIDENTIAL AND PROPRIETARY 22
Confidential and Proprietary MOBILE 2011 STRATEGY 2/2/2012 23
WALLET CONCEPTUALIZATION: USE CASE “SHOPPING” 1/3
Confidential and Proprietary MOBILE 2011 STRATEGY 2/2/2012 24
WALLET CONCEPTUALIZATION: USE CASE “SHOPPING” 2/3
Confidential and Proprietary 2/2/2012 25
WALLET CONCEPTUALIZATION: USE CASE “SHOPPING” 3/3
About PayPal
m-Commerce is here
How will the market evolve?
Our vision: the mobile wallet
How we realize the vision
Real life examples
1 yr mobile on the NL market: insights
27
OPEN PLATFORM ENABLES ACCELERATED INNOVATION
2/2/2012 PAYPAL MOBILE CONFIDENTIAL AND PROPRIETARY
28
BEYOND MOBILE: OPEN PLATFORM LETS DEVELOPERS EMBED AT WILL
Pay with remote control on Philips & Samsung connected TV‟s
Integration of SendMoney functionality in Internetbanking
1-click payment for paid content Empowering “social commerce”
BUT, TODAY IS ABOUT MOBILE…
..and taking away the hurdles in mobile payments is a key factor for successful m-Commerce models
2/2/2012 PAYPAL MOBILE CONFIDENTIAL AND PROPRIETARY 29
PAYPAL MOBILE CONFIDENTIAL AND PROPRIETARY 30
TAKING AWAY THE M-COMMERCE HURDLES
• Consumers less patient on mobile devices. Experience has to be better than the web
• Users unwilling to fill forms on a mobile device for billing and shipping information
• Entering debit or credit card info on a phone still a hassle
• Mobile is like the web: open to fraudsters and attacks
• Consumers perception at risk when requesting to enter financial info into an unknown environment
User experience
Trust & security perception
FAST
CONVENIENT
SECURE
TRUSTWORTHY
2/2/2012
PAYPAL MOBILE CONFIDENTIAL AND PROPRIETARY 31
Review
LOGIN REVIEW
HOW PayPal ADDRESSES NEED FOR SPEED & CONVENIENCE
Expands to change shipping address
Expands to change funding source
Login
Expands to list purchase details
Log In using email and password or phone and pin
2/2/2012
About PayPal
m-Commerce is here
How will the market evolve?
Our vision: the mobile wallet
How we realize the vision
Real life examples
1 yr mobile on the NL market: insights
SUCCESSFUL M-COMMERCE EXAMPLE 1
Proposition: • See listings, trailers • Select movie, cinema, time • Pay • Get QR-code as ticket
Advantages: • Buy ticket anyplace, anytime • No more waiting in line • Show up last minute
Result: • 5K tickets in 2 weeks, iPhone only! • Success led to decision to do Android, Streaming
2/2/2012 PAYPAL MOBILE CONFIDENTIAL AND PROPRIETARY 33
SUCCESFULL M-COMMERCE EXAMPLES 2
2/2/2012 PAYPAL MOBILE CONFIDENTIAL AND PROPRIETARY 34
Consumers asked for buying functionality in the app
Time sensitive component crucial for auction model
About PayPal
m-Commerce is here
How will the market evolve?
Our vision: the mobile wallet
How we realize the vision
Real life examples
1 yr mobile on the NL market: insights
PayPal: MOBIEL BETAALGEDRAG VERRAST OP ALLE VLAKKEN
Wat wordt mobiel afgerekend?
Hoogste mobiele trx: $2.451 (juwelen) Merchants met grootste omzet mobiel: 1. Consumentenelectronica deals 2. Private sales 3. Mode-merk
Meeste transacties via mobiel: 1. Consumentenelectronica deals 2. VOIP top-up 3. C2C handelssite
Concluding…
Mobile shopping is happening now. It’s a huge opportunity for retailers
Simple, safe checkout will help drive conversion and adoption
Mobile will cause convergence of e-Commerce and traditional retail channels
37
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