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1、RXABX24RPRetailX Benelux 360Performance,consumer insights and market dynamics a 360 view on retail,ecommerce and D2C in Benelux,2024In partnership with:499|October 2024WWW.RETAILX.NET2|RetailX|October 2024RXABX24RP 2024 BENELUX 360 2024|INTRODUCTIONIntroductionWelcome to the first edition of the Ret

2、ailX Benelux 360 report.This new format reports on the digital landscape in Belgium,Luxembourg and the Netherlands,consumers attitudes to shopping online and details of the retailers that lead the market.These are analysed through charts and a RetailX ranking of the Top100.The report investigates ma

3、rket dynamics,retailer performance and the ongoing trends shaping online and omnichannel retailing in the region.Sustainability,retail media,subscriptions,instore services,payments and marketplaces are covered in individual sections.Company profiles showcase the retailers standing out in the market.

4、The ecommerce market in Benelux is growing,much of it cross-border,as consumers shop easily between the three countries as well as from their neighbours and elsewhere.The Netherlands is the largest market with a mature online ecosystem while Luxembourg leads the way in cross-border online sales.Reta

5、ilX Benelux 360 is one of a series of reports offering a practical guide to retailers selling in different countries and regions either from within the market or outside.We welcome your feedback and comments and are interested to hear your ideas and insights as we develop this series further.Ian Jin

6、dal,CEO,RetailXContentsStrategic overview 03Market review 06The RetailX Benelux Top100 11Market dynamics:Retail media 14Market dynamics:Sustainability 17Market dynamics:Logistics 20The consumer view 22Payments 28Subscriptions 30Instore services 32Marketplaces 34New technologies 36Focus on Belgium 38

7、Focus on Luxembourg 42In depth with Auchan Retail Luxembourg 45Focus on the Netherlands 46Company profile:Albert Heijn 50Company profile:Amazon 51Company profile:AS Adventure 52Company profile:Bol 53Company profile:Hema 54Company profile:Ikea 55Company profile:Vanden Borre 56Company profile:Wehkamp

8、57Partner perspective:Avalara 61Partner perspective:Criteo 62Partner perspective:Emarsys 65Partner perspective:Semrush 67Research parameters 68Figures Index 70Conclusion 72FeaturedMarket review:The essential facts about the digital landscape in Benelux Profiles of key retail businesses in this marke

9、tP.06Performance:The RetailX Benelux Top100 and analysis of the services they offerP.11P.50Focus on the individual countries of Belgium,Luxembourg and the NetherlandsP.38ConsumerX explores the online behaviour of the regions shoppersP.223|RetailX|October 2024RXABX24RP 2024 BENELUX 360 2024|STRATEGIC

10、 OVERVIEWThe Benelux region is formed of the countries of Belgium,Luxembourg and the Netherlands.The three countries are more than simply geographic neighbours and fellow members of the EU,having been closely aligned since before the EUs formation.In 1944,Belgium,Luxembourg and the Netherlands signe

11、d a customs agreement easing trade between the countries.The Benelux Customs Union came into force in 1948.A 50-year agreement to cooperate more closely,end customs barriers at borders,and ensure the free movement of goods,people,services and money was signed in 1958.At the end of the 50 years,on 17

12、 June 2008,a new treaty was signed,bringing the countries even closer together in an agreement focused on economic union,and the removal of barriers in order to form a single internal market,encourage sustainable development and align justice and home affairs.The closeness of the intergovernmental r

13、elationship between the three countries is seen by some as a living example of what could be achieved by the European Union.It is no surprise that Belgium,Luxembourg and the Netherlands are all founding members of the EU and were among the first countries to adopt the euro when it was introduced on

14、1 January 1999.Physical notes and coins entered circulation on 1 January 2002.Strategic overviewA region of cooperation at the heart of Europe provides a growth opportunity for online retailers BeneluxArea:74,660 km2Official language(s):Dutch,French,German,LuxembourgishForeign languages spoken:Engli

15、sh,Portuguese,ItalianAverage VAT:19.7%Average reduced rate:6%This ease of trade,cooperation and commonalities make Benelux a straightforward extension for online retailers.The Netherlands offers a mature ecommerce market while Belgium is poised for growth and consumers in Luxembourg are already amon

16、g the highest cross-border shoppers in Europe.RETAILXS 360 VIEW OF ECOMMERCE IN THE REGION This Benelux 360 market report provides a fully rounded view of the sophisticated ecommerce and multichannel markets in Belgium,Luxembourg and the Netherlands.It brings together consumer insights from Consumer

17、X,market dynamics and key information on the performance of the RetailX Benelux Top100 brands,retailers and marketplaces to provide a 360 view on retail,ecommerce and D2C in the region.RETAIL PERFORMANCEThe performance of the Elite,Leading and Top100 companies in the RetailX Benelux Top100 offers in

18、sight into the maturity of ecommerce across the region.To reach the high levels of RetailX rankings,retailers need to lead the market across metrics covering customer experience,products,operational excellence and innovation,not just web traffic or online revenues,although those do have a part to pl

19、ay in the overall performance dimensions and value chains developed by RetailX.The retail companies reaching the rank of Elite at the top of the RetailX Benelux Top100 2024 listing are:Netherlands leading grocer,Albert Heijn;Marketplace Amazon,which operates through localised sites in the Netherland

20、s and Belgium while its.fr and.de sites are used by consumers in Luxembourg;Sports goods retailer Decathlon;Swedens global fashion brand H&M;and The Netherlands clothing and household brand Hema.4|RetailX|October 2024RXABX24RP 2024 As a testament to the performance of these leading retailers,the fiv

21、e Elite retailers over-index in terms of web traffic.They receive 12%of consumer web traffic directed at the RetailX Benelux Top100.The full ranking of 100 brands,retailers and marketplaces is included in a later section of this report and a number of the companies can be viewed in more depth in the

22、 company profiles section towards the end.Overall,the performance of this group of 100 is analysed to show the commonalities in levels of service,merchandising,payments and order fulfilment that are necessary to reach the top of the market and lead the way in customer expectations.It also highlights

23、 opportunities and ways in which market entrants,as well as those already selling in the countries,can differentiate from the competition.A view of instore services shows how retailers with bricks-and-mortar stores in the region approach omnichannel as an important part of their overall ecommerce of

24、fering.CONSUMER VIEWSGiving a rounded view of the market,ConsumerX research from RetailX surveys thousands of consumers about their shopping habits across channels and their preferences around shopping online.This attitudinal research helps to showcase how and why consumers browse and purchase in th

25、e ways they do while also uncovering how their behaviour may change in the future.More than 9,000 consumers in 20 countries,including Belgium and the Netherlands,took part in the most recent round of research,which was conducted between August 2023 and May 2024.Some of the key findings from this cur

26、rent research include:Benelux has a larger percentage of shoppers than any other region spending more than 1,200 a month online.12%of online shoppers spend this amount.15%of consumers in the Netherlands spend more than 1,200 online every month,and 9%in Belgium;The majority of people buy something on

27、line at least once a month,with 32%shopping more than once a week;Almost a third of consumers shop online solely on a smartphone(31%).This is true of shoppers in the Netherlands(32%)and in Belgium(30%);Lower prices,home delivery and saving time are the three main reasons consumers give for shopping

28、online.MARKET DYNAMICSWhile looking at the market in 2024,there are several key trends and areas of interest that warrant further analysis and this report looks at these in more depth.Retail media is a lucrative and growing market in Benelux,as well as globally.About You,Bol and Albert Heijn are exp

29、anding their retail businesses through this medium.The RetailX Retail Media Networks sector report published in June 2024 conservatively estimates that retail media globally was worth some$125bn in 2023.Today,it accounts for 20%of all digital ad spending.Sustainability is something that all retailer

30、s are having to progress and being members of the EU puts specific regulations on retailers in Benelux.Ikea,headquartered in The Netherlands,is one of the key retailers inspiring others to change.Commerce does not stand still and,as retail stores have evolved,so too does ecommerce.ConsumerX surveyed

31、 consumers in Benelux about their expectations of shopping online in the future,while RetailX investigated developments at some of the leading retailers in the region.Augmented reality,virtual shopping assistants,the metaverse and voice-assisted shopping were all considered,with a third of shoppers

32、expecting their favourite brands and retailers to offer the first two in the future.Several retailers are already pioneering these areas.INDIVIDUAL COUNTRIESEach country is analysed in turn to give a review of ecommerce in the country through market data including population,GDP per capita,internet

33、usage and ecommerce metrics.A Sankey chart analyses the leading brands,retailers and marketplaces in the country.This analysis shows:The Netherlands is the largest ecommerce market in Benelux.In 2023,online sales grew by 3%year-on-year,with cross-border sales increasing by 13%;In Belgium in 2023,con

34、sumers spent 16.3bn online,10.7%more than they did in 2022.5.5bn was spent cross-border;Luxembourg is seeing the largest increase in retail sales,rising by 10.4%in May 2024.80%of online sales are cross-border.BENELUX 360 2024|STRATEGIC OVERVIEW5|RetailX|October 2024RXABX24RP 2024 BENELUX 360 2024|KE

35、Y INDICESThe Benelux countries are among the most digitally advanced in the world.Their populations also enjoy a high standard of living,while culturally,they are among the happiest in the world.The population of the Netherlands is the happiest of the three countries,ranking sixth overall globally,a

36、ccording to the World Happiness Index.1 Luxembourg ranks eighth with Belgium eight places lower in 16th place when its residents are surveyed.The annually published World Happiness Report digs deeper into levels of happiness reported by consumers in different countries,as well as factors including s

37、ocial support,income,health,freedom,generosity and absence of corruption.The survey also analyses the sentiment gaps between the top and the bottom halves of the population.This gap is small in the highest-ranking countries.E-GOVERNMENT DEVELOPMENTAll three countries rank in the top quartile of the

38、E-Government Development Index(EGDI),which benchmarks how governments of 193 United Nations member states use IT to promote access and inclusion.The Netherlands ranks ninth,with Luxembourg in 26th place and Belgium ranked 39th.2 Benchmarking the Benelux regionBenelux nations perform strongly in indi

39、ces that measure each countrys digital,economic and social performanceIndices Europe 2023Happiness Index 0(unhappy)/10(happy)E-Government Development IndexIntegrated Index for Postal Development(21PD)AvailabilityAffordabilityRelevanceReadinessOverall Internet Inclusive IndexBelgium6.893914197642224L

40、uxembourg7.122683-Netherlands7.32983265658KEY:Top quartile Second quartile Third quartile Fourth quartilePOSTAL SERVICESPostal services are where the countries vary the most.Belgium and the Netherlands rank among the leaders in the top quartile of the Integrated Index for Postal Development,while Lu

41、xembourg ranks in the third quartile.The ranking is a composite index providing an overview of postal development around the world.Developed by the Universal Postal Union,it measures factors including reliability,reach,relevance and resilience.In all,172 countries were covered in its latest assessme

42、nt.3INTERNET INCLUSIVITYThe Economists Internet Inclusive Index ranks 120 countries,nations representing 97%of global GDP and 99%of the population.Two of the Benelux countries are included in this Index.Belgium and the Netherlands both appear among the leaders in all but relevance measures.This exam

43、ines the existence and extent of local language content as well as relevant content and the frequency with which residents access content and services.4Belgium is in 24th place overall,a decline from 21st in 2021.Its position has changed due to poor performance in a measure of the prevalence of loca

44、l domains among the leading websites,consumer satisfaction with education online and an average score for frequency of online purchasing.The Netherlands ranks eighth overall.It performed exceptionally well,even among the leaders in the availability and readiness categories.It ranks third for availab

45、ility,which measures the quality and breadth of internet infrastructure as well as levels of internet usage.Within this measure,its infrastructure and electricity supply were ranked in first place.The Netherlands fifth place in the readiness category includes top rankings for consumer literacy and w

46、ebsite accessibility.The Netherlands also increased its position in affordability,rising from 32nd place in 2021 to 26th in 2022.1 https:/worldhappiness.report/2 https:/publicadministration.un.org/egovkb/en-us/About/Overview/-E-Government-Development-Index 3 www.upu.int/en/Universal-Postal-Union/Act

47、ivities/Research-Publications/Integrated-Index-for-Postal-Development4 https:/ 2024RXABX24RP 2024 BENELUX 360 2024|MARKET REVIEWBelgium,Luxembourg and the Netherlands are among the most urbanised countries in the world,with all three countries having more than 90%of their population living in urban

48、areas.In Belgium,this is as high as 98%of its residents,while the number drops to 93%in the Netherlands and 92%in Luxembourg.As a comparison,the percentage of people in the UK who live in urban areas stands at 85%and the rate for the European Union as a whole is 76%.1This is advantageous for retaile

49、rs selling online as it makes fulfilment of orders simpler and faster while also having a large part of their customer base within reach of where bricks-and-mortar stores are likely to be located.Overall,the population of Benelux is just below 30mn.This has remained fairly steady over the last five

50、years,only rising by 100,000 since 2019.In 2023,Baby Boomers,as people born between 1946 and 1964 are classified,make up the largest single group.6.1mn are Millennials and as such are currently aged between 28 and 43.5.6mn are part of the younger GenZ.Market conditions are positiveOnline accounts fo

51、r 15%of retail spend in Benelux and a large share of that is spent on mobile RXAEU24RP-BNL-SC-13-v3Benelux:Population analysisPopulation structure,by age group(mn)Age groups(year of birth):Silent Gen(1922-1945),Baby Boomers(1946-1964),Gen X(1965-1980),Millennials(1981-1996),Gen Z(1997-2012),Gen Alph

52、a(2013-present)Source:RetailX,drawing on data from the UN Population DivisionRetailX 20246.86.86.66.56.46.36.36.36.36.36.06.16.16.16.15.45.55.55.65.6201920202021202220230.0mn10.0mn20.0mn30.0mnGen AlphaGen ZMillennialsGen XBaby BoomersSilent Gen29.529.629.829.929.6RXAEU24RP-BNL-SC-14-v4Population gro

53、wthSource:RetailX,drawing on data from the UN Population DivisionRetailX 2024201920202021202220230.0%0.5%1.0%BeneluxWestern EuropeEurope7|RetailX|October 2024RXABX24RP 2024 The population of Benelux is rising slowly albeit at a rate of only 0.56%in 2023.This is higher than the averages for both West

54、ern Europe and Europe as a whole.However,the growth rate in the Benelux region is slowing and it has been since at least 2019.At that time,population growth was above 1%.POSITIVE ECONOMIC CONDITIONSAnother positive point for online retailers wanting to sell into any of the Benelux countries is the o

55、verall wealth of the nations and the position of their citizens.GDP per capita in Benelux is above the levels for Western Europe and the wider European region.In 2023,GDP per capita in Benelux was 85,916.This is almost 30,000 higher than the European figure and highlights the strong recovery the reg

56、ion has made since the dip due to the pandemic in 2020.Inflation has remained lower than the European average as has the level of unemployment across the region which bodes well for further growth.The year-on-year change in the Consumer Price Index was 4%in 2023.It peaked at above 9%the previous yea

57、r.Going forward into 2025,predictions for all three countries are positive in terms of inflationary rates and GDP growth.Of direct relevance for retailers is the number of people who use the internet and the percentage of them that shop online.Across Benelux the numbers are high.98%of people who liv

58、e in a Benelux country use the internet and have done so for some time as the figure has only risen by three percentage points since 2019.Again,this figure is higher than for the wider European region in which only 92%of the population use the internet.RXAEU24RP-BNL-SC-16-v3Benelux:Internet user ana

59、lysisPercentage of internet usersSource:RetailX,drawing on data from EurostatRetailX 2024201920202021202220230%50%100%BeneluxWestern EuropeEuropeRXAEU24RP-BNL-SC-17-v3UnemploymentSource:OECDRetailX 2024201920202021202220235%5%6%6%BeneluxWestern EuropeEuropeBENELUX 360 2024|MARKET REVIEW8|RetailX|Oct

60、ober 2024RXABX24RP 2024 In 2022,74%of internet users shopped online in Benelux.This figure jumped between 2019 and 2022 due to the pandemic as only 66%of internet users shopped online in 2019.These people have continued to shop online and evidence from ecommerce associations and retailers in the Ben

61、elux countries attest to consumers spending more online in the last year than in 2019 as the rate of online shopping has remained above pre-pandemic levels.In August 2022,30%of consumers in the Netherlands said that they made most of their purchases online.This has risen from 26%in the previous year

62、s.The numbers are even higher among Gen Z and Millennial shoppers.42%of Gen Z and 39%of Millennials would rather click than buy in a physical store,according to a survey by payments platform Klarna.THE ECOMMERCE LANDSCAPELooking closer into the ecommerce market in Benelux shows online sales of above

63、 36bn in 2023.In 2019,26.1bn worth of goods were sold online in the region.Fashion has remained the largest product category in terms of revenue sold online,accounting for 10.71bn in 2023.Electronics accounted for 5.76bn.The annual percentage change in revenue of different product categories gives a

64、 good visual representation of the challenging conditions reported by Hema,Wehkamp and other retailers.The big rise of online sales in 2020 wasnt repeated in subsequent years and the market dipped into a mix of positive and negative growth.Different categories have seen sales rise or fall and even w

65、ithin these BENELUX 360 2024|MARKET REVIEW9|RetailX|October 2024RXABX24RP 2024 product categories,individual retailers have reported different results.Half of all fashion sold in the region is sold online,according to data from Statista,followed closely by consumer electronics.These have always been

66、 popular categories for consumers to buy online.The internet has less of an impact on sales of furniture and beauty products although online sales in these two categories have 27%and 28%market share respectively.The average amount that each customer spent in these latter two categories has increased

67、 in the last year,while the average annual spend on fashion and electronics has declined.Across the board,more consumers anticipate increasing how much they spend over the next 12 months than those who believe their expenditure will decline,according to ConsumerX research for RetailX.In 2023,online

68、accounted for 15%of total retail spend since the majority of consumer spending is still in bricks-and-mortar stores.The amount consumers spend online,as opposed to in physical stores,has dropped in recent years but it remains at a level above the 13%that was onlines share of retail in pre-pandemic 2

69、019.More than a third of online sales are made on smartphones as consumers increasingly buy using the device they always have with them rather than turning to a desktop device or laptop.The percentage of online sales made using a phone remained at 39%in 2023 and 2022.In 2019,36%of online sales were

70、made on a smartphone.RXABX24RP-BNL-ST-7-v6Number of e-shoppers(in millions),Benelux,2019-23Source:Statista Digital Market InsightsRetailX 2024201920202021202220230.0mn5.0mn10.0mn15.0mnBeauty&Personal CareElectronicsFashionFurnitureOtherRXABX24RP-BNL-ST-3-v11E-shopper average spend(k EUR),Benelux,201

71、9-23Source:Statista Digital Market InsightsRetailX 2024201920202021202220230.5k1.0kBeauty&Personal CareElectronicsFashionFurnitureOtherBENELUX 360 2024|MARKET REVIEW10|RetailX|October 2024RXABX24RP 2024 Economic conditions have been challenging over the last couple of years for consumers and retaile

72、rs alike but this has not stopped retailers from investing in the region.Hema,an omnichannel clothing and homeware brand from the Netherlands,called out the challenging conditions of 2023 when reporting its financial year end which saw gross sales rise by 7.4%.“Achieving these results within the cha

73、llenging conditions in which we operate,such as lower consumer spending and continued cost increases,is also due to the great commitment of our employees and Hema entrepreneurs,”said Saskia Egas Reparaz,CEO,Hema.Wehkamp Retail Group reported conditions in a similar vein.“The market may have slowed,b

74、ut we have not stood still.We have implemented our strategy and positioned the business for further profitable growth,while significantly improving the operational performance and economics of our model.We are in a better position than ever,with a new proven and sustainable business model and the ca

75、pacity for substantial future growth within our existing infrastructure,”said Graham Harris,CEO,WRG.1 https:/data.worldbank.org/indicator/SP.URB.TOTL.IN.ZS?locations=NL&most_recent_value_desc=trueBENELUX 360 2024|MARKET REVIEW11|RetailX|October 2024RXABX24RP 2024 BENELUX 360 2024|BENELUX TOP100 2024

76、Brands,retailers and marketplaces do not just need to be large or have high revenues from their digital businesses to gain a place in the RetailX Benelux Top100 ranking.The level of web traffic from consumers in the region is also one of the metrics used to highlight the largest companies,but these

77、factors together do not show how well a company performs.To reach the high levels of RetailX rankings,retailers need to be leaders across further metrics covering customer experience,products,operational excellence and innovation.These four value chains of customer,product,operations and capital dig

78、 into the factors that matter to customers and show how retail businesses engage and interact with customers online,on mobile and across channels.Leading retailers in the RetailX Benelux Top100 represent best practice,while those reaching the rank of Elite further build on that position to offer asp

79、irational levels of service at scale.As always,congratulations go to all the businesses reaching a Top100 position,and particularly to those The RetailX Benelux Top100The Elite,Leading and Top100 companies in the RetailX Benelux Top100 offer a number of insights into the maturity of ecommerce across

80、 the regionranking as Leading and Elite.In 2024,those Elite retailers are the Netherlands leading grocer Albert Heijn,marketplace Amazon,which operates through two localised sites in the region,sports goods retailer Decathlon,Swedens global fashion brand H&M and Dutch clothing and household brand He

81、ma.The company profiles section of this report includes an in-depth look at three of these Elite companies:Albert Heijn,Amazon and Hema.A further 20 companies rank as Leading in the RetailX Benelux Top100.These brands and retailers,that have reached prominent positions in the online market in Benelu

82、x,are mainly international companies with headquarters in other regions of the world.Five are headquartered in Germany,highlighting the ease of cross-border trade with the fellow EU country,while the same number are global brands based in the US(Apple,Bose,Garmin,HP and Nike).They are joined by a si

83、ngle Benelux-based brand which has also risen to international prominence.This is Ikea.Overall,the RetailX Benelux Top100 comprises 20 retailers,45 brands and 35 marketplaces.26 of them are based in Benelux.PERFORMANCE OF THE TOP100As a testament to the performance of these leading retailers,the fiv

84、e Elite retailers over-index in terms of web traffic.They receive 12%of the web traffic directed at the group from consumers.Analysis of the ecommerce sites of the Benelux Top100 demonstrates commonalities in product presentation and merchandising techniques while highlighting what consumers would t

85、hen expect from other sites.For example,76%highlight similar products to consumers when browsing product pages and 56%recommend complementary products.15%use a best-seller ribbon to show popular products.Retailers selling in the Netherlands are more likely to show multiple images on product pages th

86、an sites targeting consumers in Belgium or Luxembourg.51%of retailers selling in the Netherlands show multiple product images,compared to 43%in Belgium and 25%in Luxembourg.Videos are used by 19%to give potential customers more product information.Product ratings and reviews are helpful to consumers

87、 trying to make a decision between products or as clarification that their thoughts on a product align with the actualities.Rating and reviews are more widespread among retailers selling in the Netherlands than other Benelux countries.59%of retailers show ratings and the same percentage show product

88、 reviews.Only 5%allow customers to upload an image as part of their review.The fulfilment choices offered by the RetailX Benelux Top100 show the services consumers would expect from other retailers.23%offer free delivery on every order.The others either charge customers for delivery of all orders or

89、 just those with a value below a certain threshold.21%offer delivery next day and 9%give customers the choice of same day delivery.The average timeframe for standard delivery is 5.17 business days.The median value is 3.29.Free returns are more common,with 39%of the Benelux Top100 advertising pre-pai

90、d returns.12|RetailX|October 2024RXABX24RP 2024 BENELUX 360 2024|BENELUX TOP100 2024RetailX Benelux Top100 2024ELITEALBERT HEIJNAMAZONDECATHLONH&MHEMALEADINGADIDASAPPLEASOSBOSECARREFOURDOUGLASGARMINHPHUGO BOSSIKEAJD SPORTSLIDLMAISONS DU MONDEMANGOMEDIA MARKTNESPRESSONIKESAMSUNGSHEINZARATOP50A.S.ADVE

91、NTUREALIEXPRESSBLOKKERBOL.COMBONPRIXCONRADCOOLBLUEDELHAIZEDISNEY STOREEBAYFNACGAMMAGOOGLEHORNBACHHUNKEMOLLERJYSKKRUIDVATLEGOMICROSOFT STORENEXTNINTENDOSPORTS DIRECTSTEAMVINTEDZALANDOTOP100ALTERNATEBAX MUSICBESLIST.NLBEVERBRICOCATAWIKICOLLECT AND GOCORENDONDEBIJENKORFDELCAMPEDISCOGSEAEPIC GAMESETSYFA

92、RMALINEFUTURUM SHOPGALERIAGALL&GALLHUBOIBOODKAARTJE2GOKAMERA EXPRESSKLEERTJES.COMKREFELKWANTUMLEEN BAKKERLIGHTINTHEBOXMADEMANTELMEGEKKONA-KDOMODAOPENSEAOTTOPHILIPSPLAYSTATION STOREPOLARPRAXISSCAPINOSHOEBYSPRINGERTHOMANNVANDEN BORREVANHARENWE FASHIONWEHKAMPWISHXBOXYOOXZOOPLUS13|RetailX|October 2024RX

93、ABX24RP 2024 BENELUX 360 2024|BENELUX TOP100 2024Categories of the Benelux Top100 Web traffic to the Benelux Top100,by category 03/09/2024,19:19RXABX24RP-BNL.htmlfile:/C:/Users/L-Emm/Downloads/RXABX24RP-BNL.html1/114|RetailX|October 2024RXABX24RP 2024 BENELUX 360 2024|RETAIL MEDIAEvery retailer has

94、an audience that is unique.The information they gather from consumers and customers visiting their ecommerce and mobile sites is a valuable resource not just for their own marketing endeavours but for the brands they sell on their site as well.The importance of first-party data the information retai

95、lers have gathered with permission directly from their own customers is highlighted by the demise of cookies.How,what and where customers shop on an ecommerce site and across channels further brings to light the opportunity available to retailers to engage shoppers in new ways.Real estate,whether en

96、d-of-aisle in a bricks-and-mortar store or space on a category page of an ecommerce site,is valuable.Retail media enables retailers to unlock the value of these key assets and expand into offering advertising and other marketing levers to the brands they sell.It is a lucrative and growing market.The

97、 RetailX Retail Media Networks sector report published in June 2024 conservatively estimates that retail media globally was worth some$125bn in 2023.However,Retail media is a huge opportunityAll parties are open to effective omnichannel campaigns putting brands at the front and centre of customer sh

98、opping journeys15|RetailX|October 2024RXABX24RP 2024 it is likely to be higher as many of the retailers that run large retail media networks dont publicly report their retail media earnings.Today,the sector accounts for 20%of all digital ad spending.1 Brands,retailers and consumers are ready for thi

99、s shift,with leaders profiting already from the personalised,targeted offers or brand awareness it affords.How far audiences are segmented,with adverts or offers served or personalised to individual customers or groups is a matter of technology,processes and commercial agreement.As RetailX data show

100、s,recommendations by a retailer or a personalised offer provide consumers with a powerful incentive to purchase,especially if the advert or coupon is served to a customer at a time appropriate to the purchasing journey they are on.40%of consumers in Benelux will buy a new product if it is offered to

101、 them with a discount on a personalised coupon.Consumers in Belgium and the Netherlands react in the same way to hyper-personalised offers used by brands in conjunction with a retailer to target potential customers based on past purchases,demographic or other first-party data or audience segmentatio

102、n.Retail media is further enhanced by the omnichannel nature of retailing,and customer interactions across multiple touchpoints,linking online advertising,mobile apps,notifications etc.Campaigns can be targeted,optimised and measured with precision.1 https:/ 360 2024|RETAIL MEDIA16|RetailX|October 2

103、024RXABX24RP 2024 Fashion retailer About You focuses consistently on providing its customers with a personalised and inspiring experience on mobile.In mid-2024,the German pureplay announced the expansion of its retail media offering to include post-checkout placements for customers in the Netherland

104、s and Belgium,among other countries.Working in partnership with technology firm Rokt,About You will serve hyper-personalised content to customers post-purchase.The relevance for individual customers will be decided by business rules and AI.Brands can work on campaigns with About You raising awarenes

105、s via homepage and category banner ads,shoppable outfits,customised social media posts and more focused and personalised CRM integrations.Events and live shopping bring further engagement and interaction enabling brands to get closer to the retailers customers,the vast majority of whom engage with A

106、bout You through its mobile app.The opportunities offered by About You are not restricted to the Netherlands and Belgium.In September,the fashion pureplay launched an ecommerce site and app in Luxembourg localising customer services,payments and delivery options as well as taking a localised social-

107、first marketing approach in a bid to build long-term relationships with its new customers through relevant and compelling content.Albert Heijn pioneered retail media in the grocery sector in the Netherlands when it launched its advertising offering in 2015.AH Retail Media Services continue to innova

108、te with retail media,coming up with new propositions and ways for brands to reach Albert Heijn customers.In 2021,it launched a self-service platform enabling brands to increase the visibility of their products within search results.Brands can set up campaigns themselves putting their own banners liv

109、e on the grocers site and app,with the platform providing real-time insight into performance,and full control of tools to optimise campaigns.In 2023,AH Retail Media Services enabled video advertisements to be run on the grocery site in the Netherlands as well as in the mobile app.Albert Heijns retai

110、l media offering is not purely digital.Advertising runs offline as well enabling 360-degree campaigns to target customers across touchpoints and channels.“Retail Media Services is entering a new and beautiful phase,”believes Rolf Oosterhoff,head of media services at Albert Heijn.“We can offer our ad

111、vertisers increasingly better propositions and insights.This allows them to reach their target group even better and faster,strengthen brands and stimulate sales.The market for retail media and the possibilities are growing rapidly.”Reporting Q2 2024 figures,marketplace Bol announced that it continu

112、es to see strong growth in its advertising services with growth of more than 25%in the quarter.Its Bol Retail Media business gives its platform sellers access to data on more than 13 million customers helping them target campaigns to get the most impact from the selected audience,whether the aim is

113、to raise brand awareness,engagement or conversion.Campaigns can be run across display advertising and social as well as with sponsored products.It is in this latter category that Bol has made changes recently.Sellers can now highlight their brand and assortment in search results,while a new advertis

114、ing API simplifies campaign management.The new API also opens up bidding at keyword,target category or product page level as well as enabling campaigns to be targeted at specific devices including mobile,desktop and the Bol app.11 https:/ BENELUX 360 2024|RETAIL MEDIA17|RetailX|October 2024RXABX24RP

115、 2024 BENELUX 360 2024|SUSTAINABILITYAs members of the EU,the three countries in Benelux are bound by EU targets around sustainability and the increasing regulations and reporting infrastructures being put in place.The EU has an ambitious target for Europe to be the first climate-neutral continent.I

116、t plans to decouple economic growth from resource use while reaching a stage where there are no net emissions of greenhouse gases by 2050.As an interim stage,net greenhouse gas emissions will be reduced by at least 55%by 2030,compared to 1990 levels.This move is making brands and retailers adjust pr

117、ocesses,supply chains and product design as they transition to more sustainable ways of working and investigate how retailing can be fully circular by 2050.In 2022,the Netherlands led the rest of the EU countries in the share of waste materials being recycled and returned to supply chains for reuse

118、in some way.27.5%of raw materials used in the country came from recycled waste rather than Consumers will pay a sustainability premium Fewer retailers share sustainability credentials than the percentage of consumers seeking provenance of the products they buyvirgin commodities extracted from the pl

119、anet,according to Eurostat.These primary products include food and drink,crude oil,minerals,metals and animal and vegetable oils.1Belgium has a high circularity rate as well,and reached 22.2%in 2022.The average for the EU27 as a whole was 11.5%,highlighting the disparity between countries.Since July

120、 2023,any brand producing or importing textiles in the Netherlands has been responsible for the items right the way through to end of life ensuring there are collection points for products when consumers no longer want them.These have to be free of charge for consumers and could include collection p

121、oints in bricks-and-mortar stores,secondhand shops and council-operated clothing containers.From 2026,the same regulation will apply to shoes.Sellers of other categories are expecting their products to be included in the future,while some are moving ahead of legislation with voluntary schemes,such a

122、s is happening with mattresses in the Netherlands.2Another regulation coming into force is the right of repair entitling consumers to have electrical items and electronics repaired,if possible,for up to ten years after purchase and to offer repair rather than items being automatically replaced under

123、 warranty.It also requires brands to make spare parts available for customers as replacements,or to make their own repairs on common household items such as fridges and cookers as well as mobile phones.The regulation,which was extended in an EU vote in 2024,further reduces waste by extending the lif

124、e of products or giving them a second life.For retailers,it opens the door to additional service offerings and revenue streams.ACTIONS OF THE BENELUX TOP100Retailers in Benelux are moving to transition their businesses to more sustainable ways of working,and offering a repair service is just one of

125、the ways that their actions are made visible to customers.19%of the RetailX Benelux Top100 offer customers a repair service for their products.The number that do so varies across product categories,with more retailers in sectors that traditionally mended products continuing to do so.For example,27%o

126、f the retailers online that sell spectacles also offer a repair service.A fifth of bicycle retailers do the same.However,the research also provides some surprises and indicates how different markets are developing.Among the fashion ecommerce sites in the Benelux region analysed on their sustainabili

127、ty actions,almost a fifth(17%)offered some form of repair service.Several brands appreciate that customers may be able to,or want to repair products themselves once they are out of warranty.Across Benelux,5%of the Top100 include instructions showing customers how to mend or repair their products on

128、their ecommerce site.For those products that cannot be repaired,11%of the Top100 brands and retailers offer customers a way to recycle their products.18|RetailX|October 2024RXABX24RP 2024 CONSUMER ATTITUDES TO SUSTAINABILITY Most consumers in Benelux feel strongly about sustainability while a much s

129、maller percentage remain unconcerned.Across the region,63%believe retailers should be ecologically sustainable,with more than a quarter(27%)agreeing strongly with this statement.Percentages are similar in Belgium and the Netherlands,although consumers in both of these countries have less of a tenden

130、cy to believe retailers should change their behaviour than the global average.More people say that retailers should have fair workplace practices and ensure that their suppliers possess high welfare standards as well.Consumers in the region are willing to take action and follow their beliefs by acti

131、vely seeking information on the provenance of items they buy.Almost half(49%)are also willing to pay more for items produced and transported in a way that doesnt harm the environment.54%of consumers in the Netherlands,and 43%of consumers in Belgium feel strongly enough about the planet to consider p

132、aying a premium for environmentally friendly products.Although lower than the global average of 58%,it is still a high proportion of online shoppers.RETAILERS SHOULD BE DOING MOREHowever,there is a seeming disconnect between the messaging that retailers are sharing with consumers and the information

133、 potential customers are seeking.68%of consumers in Benelux believe the ecological impact of what they are buying needs to be clearer.This is especially important when the majority of shoppers occasionally look for a products environmental credentials.BENELUX 360 2024|SUSTAINABILITY19|RetailX|Octobe

134、r 2024RXABX24RP 2024 Some consumers are committed to their principles enough that they try to make an informed purchase every time.In Benelux,18%of consumers currently investigate the environmental impact of what they are buying every time they shop online,according to ConsumerX.Looking at the exten

135、t of sustainability information shared by the RetailX Benelux Top100 it is easy to understand the consumer lament.Just 6%of those that sell online in Belgium share any part of their sustainability goals or actions on their ecommerce site.More will have information on their investor site but this is

136、not labelled or linked to from their consumer-facing site.Retailers selling in the Netherlands are more likely to share information with consumers but it is still only 11%that do so.Overall,retailers in the Netherlands are more likely than their counterparts in Belgium to share further details of th

137、eir sustainability goals,code of conduct for suppliers or provide up-to-date statistics or regular updates on the progress they are making towards achieving their goals.Among the Benelux Top100,6%have their most recent sustainability report publicly accessible from their ecommerce site.This rises to

138、 8%among the retailers operating in the Netherlands.1 https:/ec.europa.eu/eurostat/statistics-explained/index.php?title=Circular_economy_-_material_flows#Circularity_rate2 https:/ actions of the RetailX Benelux Top100The percentage of Top100 retailers o?ering sustainability optionsThe RetailX Benelu

139、x Top100 2024.Source:RetailXRetailX 202419%11%11%10%5%The retailer shows mending and repair instructions for its productsThe retailer o?ers consumers a rental scheme for its productsThe retailer provides up-to-date statistics or information on its sustainability progressThe retailer o?ers customers

140、a recycling scheme for old products it originally soldThe retailer o?ers a product mending or repair schemeBENELUX 360 2024|SUSTAINABILITY20|RetailX|October 2024RXABX24RP 2024 BENELUX 360 2024|LOGISTICSThe Benelux region has been described as a “central hub”or even“gateway to Europe”for ecommerce co

141、mpanies and their logistics partners.Its location,well established infrastructure and trade agreements have created a sophisticated ecommerce logistics ecosystem.In July 2021,the European Union simplified VAT rules for cross-border ecommerce activities,which eliminated the need for retailers and mar

142、ketplaces to register for VAT in different member states.1 The EU stressed this move would benefit sellers and consumers alike,encouraging growth for EU businesses as they can overcome the barriers to cross-border online sales.For EU citizens,the new rules ensure that the VAT rate applied is the sam

143、e as for goods acquired in their home country.The European Digital Single Market aims to make technology work for people in a“fair and competitive digital economy”.This simplification will have certainly provided a further boost to cross-border sales in a region that is already well placed for inter

144、-regional sales.Cross-border logisticsShared borders,shared languages and simplified ecommerce regulations have resulted in streamlined logistics across the region CROSS-BORDERLuxembourgs unique geographic location,sharing borders with Belgium,France and Germany,enables its consumers to shop easily

145、cross-border.This is one key factor that has resulted in the small country topping 80%cross-border market share.In 2022,Luxembourgs total cross-border turnover hit 1.8bn.Additionally,Luxembourg shoppers possess the confidence to look outside its borders for choice and value.Cross-border consumer con

146、fidence in the region is at 86%,with ecommerce shoppers drawn to German fashion marketplace Zalando,French sites such as FNAC and Veepee,as well as Amazon,both.de and.fr.The ability to order from such sites is also of importance to Belgian consumers.Some 46%of all ecommerce sales in Belgium are cros

147、s-border,with suggestions that the Belgian ecommerce platforms are not as well developed when compared to neighbouring countries.2 Unsurprisingly,Belgian consumers prefer shopping cross-border in their languages,resulting in 49%of shoppers turning to the Netherlands and 40%France.Consumers are also

148、willing to branch out to German sites(26%)and Chinese domains(34%),but few(9%)are turning to UK sites post-brexit.Consumers in Belgium and Luxembourg may be turning to their neighbours in the Netherlands,but one survey illustrates that Dutch online shoppers are also willing to buy products from fore

149、ign countries nearly half in fact.3The Netherlands benefits from Europes largest seaport,at Rotterdam,and well established multimodal infrastructure across rail,road and waterways.This robust logistics infrastructure,when combined with coveted technology-driven fulfilment centres and competitive pri

150、cing provides Dutch ecommerce shoppers with the choice of shopping at home and from abroad.THE DUTCH METROPOLITAN INNOVATION (DMI)ECOSYSTEMFurthermore,the Netherlands is working to ensure logistics operations are done in both a considerate and sustainable manner.The country has recognised that logis

151、tics,and the impact that ecommerce growth is having,can cause nuisance,even damage,and emissions especially in growing and densely populated cities.“We are committed to organising logistics flows in a safer,smarter and more sustainable way,using solutions in the fields of data and digitalisation,so

152、that our cities remain a nice place to live and work,”explains Robbert Janssen,theme leader of logistics,DMI.4The Dutch Metropolitan Innovation(DMI)ecosystem is harnessing data to provide Dutch municipalities insight into the logistics flows in their cities.It is looking to answer key questions incl

153、uding:“Who drives where,when and with what;where are stock locations;how does loading and unloading take place on the street,how can it be done differently,smarter,cleaner,safer?And what is the action perspective of municipalities and businesses?”21|RetailX|October 2024RXABX24RP 2024 As well as usin

154、g digital tools to ensure logistics is both safe and efficient,the DMI ecosystem also focuses on sustainable logistics,with zero-emission zones coming into effect from 2025.GREENER OPERATIONSThe Netherlands pledge to eliminate emissions from vehicles that distribute goods in cities has already resul

155、ted in retailers switching to cleaner vehicles.Dutch grocer Albert Heijn uses exclusively electric vehicles in the centre of Amsterdam,The Hague,Rotterdam and Utrecht to deliver groceries to homes and to supply its stores.While spirits retailer Gall&Gall has introduced smart electric tugs in its dis

156、tribution centres in a bid to ease the workload of drivers.Not only do these electric pullers take some of the physical strain and enable drivers to work more efficiently,the platforms also play a part in cleaning up Gall&Galls entire supply chain.Additionally,when household goods retailer Hema open

157、ed its central warehouse for storage and transport it introduced a closed-loop system based on returnable containers.The companys logistics team sourced recyclable plastic containers,with 250,000 collapsible containers initially introduced.The retailer currently orders an average of 40,000 new conta

158、iners every year.In Belgium,it is not just retailers who are cleaning up their logistics and delivery processes.In March this year,Belgian postal operator bpost introduced a carbon footprint calculator.The calculator enables retailers to estimate the carbon emissions associated with every parcel bpo

159、st handles in Belgium.It uses parameters such as weight,number of parcels,distances covered,number of stops and the type of vehicle used.The tool is part of bposts wider goal to reduce its operational emissions by 55%by 2030,and achieve full carbon neutrality by 2040.In Luxembourg,grocery chain Cact

160、us is part of a trial to put photovoltaic solar technology(solar panels)directly onto vehicles to convert sunlight into electricity.The solar power will then go towards the needs of the electric vehicles,or for some auxiliary systems such as the refrigeration systems used in food transport.Cactus ha

161、s given researchers access to its fleet for sensors to be installed and measurements taken.Whether it is warehouse technology,vehicle innovation or simply understanding their impact,retailers and logistics companies across the region are working to clean up their operations.1 https:/vat-one-stop-sho

162、p.ec.europa.eu/index_en 2 https:/ https:/dmi-ecosysteem.nl/en/theme-page-smart-logistics/Bestseller plans Europes largest mass timber logistics centreFashion retailer Bestseller,whose brands include Jack&Jones,Only and Vero Moda,has ambitious design and sustainability goals for its latest logistics

163、hub near Amsterdam.The 155,000m2 site,which is due to open in 2026,will include offices,warehouses and a roof terrace with garden restaurant,as well as 23,000m2 of solar panels.The mass timber used in the building will be sourced from Forest Stewardship Council approved suppliers.Located in Lelystad

164、,60km east of the Dutch capital,the new hub is expected to be the largest logistics centre built using mass timber in Europe.“It was designed to excel in sustainable construction through,not least,the choice of mass timber in the construction.We wanted the building to demonstrate our desire for aest

165、hetic design,”explained Allan Kyhe Kjrgaard,logistics director,Bestseller,when unveiling the concept design of the centre.BENELUX 360 2024|LOGISTICS22|RetailX|October 2024RXABX24RP 2024 BENELUX 360 2024|CONSUMER VIEWConsumerX research from RetailX quizzes thousands of consumers on their shopping hab

166、its across channels and their preferences about shopping online.This attitudinal research helps to showcase how and why consumers browse and purchase in the ways they do while also uncovering how their behaviour may change in the future.More than 9,000 consumers in 20 countries,including in Belgium

167、and the Netherlands,took part in the most recent round of research,which was conducted between August 2023 and May 2024.Consumers living in the Benelux countries shop online frequently and happily buy online from retailers in their own countries as well as buying cross-border.The majority of people

168、buy something online at least once a month,with 32%shopping more than once a week.A small percentage shop even more frequently browsing and buying items online several times every day.Across Benelux this group accounts for 7%of online shoppers;in the Netherlands it is 6%and in Belgium 9%.Consumer at

169、titudes and shopping behaviourConsumer behaviour,and the expectations of retailers online,show minimum service levels required to enter a market23|RetailX|October 2024RXABX24RP 2024 This group of avid online shoppers is larger than those who have never shopped online.Only 2%of the shoppers surveyed

170、in Benelux by ConsumerX had not bought anything online.This is below the global average of 3%,although survey respondents in Belgium are on a par with this larger group.When asked how often they shop online,3%of consumers in Belgium told ConsumerX that they were yet to do so.In the Netherlands,the f

171、igure was 1%.Consumers in the Netherlands spend the most online with retailers.When asked about their monthly expenditure,15%said they spend more than 1,200 online every month.In Belgium,9%of online shoppers spend as much.Combined,these shoppers make Benelux an attractive market and,when viewed in b

172、oth a European and a global context,make Benelux a region in which a higher percentage of shoppers will spend more than 1,200 a month(12%).The largest single group of online shoppers in Belgium(36%)spends between 12 and 120 each month.19%spend up to 290,17%between this figure and 590 and 14%spend up

173、 to 1,200.HOW&WHY CONSUMERS SHOP ONLINEAlmost a third of consumers shop solely on a smartphone(31%)and this is true of shoppers in the Netherlands(32%)and in Belgium(30%).The importance of offering a good mobile commerce experience becomes even more apparent when viewing the growing number of consum

174、ers that say they use a smartphone for the majority of their online purchases.BENELUX 360 2024|CONSUMER VIEW24|RetailX|October 2024RXABX24RP 2024 This group accounts for close to another third of online shoppers,which means a bad mobile site could put off 62%of potential customers.Only 21%of consume

175、rs said they have never bought anything using their phone.However,desktop devices and laptops shouldnt be discounted,as three-quarters of the consumers in Belgium still shop,at least sometimes,on a laptop(76%)and more than half(56%)have bought something via a desktop device in the last year.Consumer

176、X asked consumers why they shop online.These are factors that online behaviour will hint at through the number of shoppers using a specific service but wont help with understanding the nuances of their reasons for doing so.The lower prices available online was cited as one of the top three reasons f

177、or shopping online by 42%of consumers.This is the largest group for any factor.39%said they shop online in order to have their purchases delivered to their home,and 36%put time saving as one of their three main reasons.The wider product range available was mentioned by 30%of shoppers,with 13%citing

178、increased product information and 8%liking the ability to read product reviews before making a purchase.EXPECTATIONS OF DELIVERYThe importance of having online purchases delivered to their home has already been mentioned.For retailers,delivery offers a way not just to fulfil an order but to build tr

179、ust with customers,enhance the experience or differentiate their offering from the competition.BENELUX 360 2024|CONSUMER VIEW25|RetailX|October 2024RXABX24RP 2024 Giving customers a choice in how their order is delivered,the length of time it will take between warehouse and their door,and any charge

180、 are all part of the service offering,are all factors that consumers want to know before placing their order.63%of consumers in Benelux see next-day delivery as an important part of shopping online and a service they expect retailers to offer.45%say the same about same-day delivery.Consumers in the

181、Netherlands are more likely than those in Belgium to want their order delivered on the day they place their order,or the next day.Services such as click and collect or reserve and collect,whereby the customer can collect their purchase from a bricks-and-mortar store or collection locker,are importan

182、t to almost three-quarters(69%)of consumers as well.Consumer concerns about the environment and traffic fumes in urban areas translate into opinions on how consumers want their orders delivered.A carbon-neutral home delivery,such as one using an electric vehicle or bicycle,is favoured by a fifth of

183、consumers in Benelux(21%).To these shoppers,carbon-neutral delivery is“very important”.A further 48%say it is“important”.HOW SPENDING WILL CHANGE IN 2024/25The current state of the market,and consumer attitudes,give a snapshot of the situation in 2024.By asking consumers about their expectations of

184、the future,ConsumerX also builds a picture of how the market may change over the following 12 months.ConsumerX asked consumers specifically about BENELUX 360 2024|CONSUMER VIEW26|RetailX|October 2024RXABX24RP 2024 how they think their spending will alter over the following year and the trends in com

185、merce they anticipate using in the future.When asked by ConsumerX,a fifth of consumers were optimistic about the future and expected to increase their level of online spend in the months ahead.The majority believe they will continue to shop from online stores and in physical shops at the rate they d

186、o currently.Only 8%expect to reduce their online expenditure in favour of buying more from bricks-and-mortar stores.This is good news for an industry that will have seen consumer behaviour changing dramatically between 2020 and the end of the pandemic and possibly marks an end to the consumer shift

187、back to the high street.Looking more closely at expected behaviours across a range of product categories shows that consumers also felt they would spend more in the 12 months following the survey.The belief is almost universal across categories,although consumers in the Netherlands are more optimist

188、ic about being able to spend more.Clothing and grocery retailers will be the biggest beneficiaries.In the Netherlands,36%of consumers anticipated being able to spend more on clothing over the next year.This is in comparison to the 50%who expect their spending to remain the same and the 11%who though

189、t they would spend less.BENELUX 360 2024|CONSUMER VIEW27|RetailX|October 2024RXABX24RP 2024 Consumers in Belgium are less optimistic,although 27%anticipate spending more on clothes and 14%reducing what they spend.Overall,64%of online shoppers in Benelux had bought clothes online in the year prior to

190、 the ConsumerX survey.A third of consumers in the Netherlands planned to spend more on groceries,with 54%thinking their spending would remain the same as the 12 months prior,and 9%anticipating their spending would decline.59%of consumers in Belgium anticipate their grocery bills will remain steady.A

191、t the time of the survey,37%of consumers in Benelux had bought groceries online at least once in the previous year.Consumer electronics,homeware and sports goods are also likely to see a larger rise in consumer spend in the Netherlands than in Belgium.However,Belgium is on parity with the Netherland

192、s where changes in consumer spending on beauty and cosmetics and travel is concerned.BENELUX 360 2024|CONSUMER VIEW28|RetailX|October 2024RXABX24RP 2024 BENELUX 360 2024|PAYMENTSEnabling customers to pay for an online purchase via a method to which they are accustomed is one of the key ways online r

193、etailers can localise sites and reduce friction in the online shopping journey.If a customer is unable to use the payment method they want to use,they may go elsewhere.This factor is important to consumers in the Benelux countries.88%of consumers say that being able to use their preferred payment me

194、thod is very important or somewhat important,according to the ConsumerX survey for RetailX.Almost three-quarters of consumers in Benelux had paid for an online purchase with a debit or credit card in the 12 months prior to the RetailX survey.65%of shoppers in the Netherlands have used a mobile app t

195、o pay online in the last year,and 47%of consumers in Belgium have done likewise.Both figures are above the global average of 40%and highlight the maturity of mobile commerce.Across the Netherlands,Facebook checkout is a choice given by 17%of retailers in the RetailX Customer preferences for paying o

196、nlineShoppers in Benelux use a multitude of payment methods including iDeal and debit and credit cards29|RetailX|October 2024RXABX24RP 2024 Benelux Top100.12%allow customers to use PayPal.More than half(54%)show the accepted payment methods on their landing page.Payment technology does not stand sti

197、ll and innovations have continued as shoppers moved from only buying in stores to making purchases online and then on mobile.For instance,it has been 35 years since the Dutch grocery chain Albert Heijn took its first debit card payment in a store.In 2022,it added a digital debit card solution to its

198、 mobile app enabling customers to pre-authorise payments up to a certain level rather than paying at the door when their groceries were delivered.Since then,iDeal has been added to the app.This bank-led payment solution popular in the Netherlands allows customers using iDeal to select their bank fro

199、m a dropdown at checkout and then authorise the payment on the banks online portal.Amazons Netherlands site offers iDeal as a payment method but the authorisation requirement means it cannot be used with its 1-Click checkout.Consumers use different payment methods depending on what they are buying a

200、nd their circumstances at the time.Other payment methods offered by the regions retailers include buy now pay later and ecocheques.The latter are given by employers in Belgium as a tax-free way for consumers to buy environmentally friendly products.Flexible payment options have grown in popularity w

201、ith 40%of consumers in Benelux expecting retailers to offer buy now pay later or similar around the time of major shopping events.BENELUX 360 2024|PAYMENTSRXABX24RP-BM-1-v3Payment methods o?ered by the RetailX Benelux Top100The percentage of Top100 retailers o?ering selected payment methodsThe Retai

202、lX Benelux Top100 2024.Source:RetailXRetailX 202454%17%12%3%1%Amazon Pay checkoutOne-click orderingPayPal checkoutFacebook checkoutPayment methods on landing page30|RetailX|October 2024RXABX24RP 2024 BENELUX 360 2024|SUBSCRIPTIONSSubscription services have become an important part of ecommerce incom

203、e and customer retention.Retailers offer subscriptions giving customers a regular delivery of a wide variety of products,as well as offering a delivery pass,as a way for loyal customers to save on charges when future purchases are delivered.40%of consumers across Benelux feel that it is important fo

204、r retailers to provide subscription services,according to the ConsumerX survey for RetailX.Of these shoppers,14%say that a subscription service enabling them to receive products every month until they cancel is very important to them.Consumers in the Netherlands and Belgium have similar attitudes to

205、 subscription services,with 63%of Belgian consumers unconcerned about the matter and 59%of consumers in the Netherlands saying subscriptions are either unimportant or entirely insignificant.These figures are below the global average which points towards more than half of online shoppers appreciating

206、 such services.Subscription services are expandingSubscription services give consumers in Benelux a range of benefits,including discounts and regular deliveryRXABX24RP-CX-35-v2Importance of retailers providing subscription servicesBy CountryBased on 9,165 respondents who shop online at least once a

207、year in 20 countries(aged 15-99),Aug 2023-May 2024.Surveysconducted in 12 languages.Question:How important to you is it that online retailers provide the following?Subscription services(e.g.send me regular household goods every month until I cancel).Chart ID:CX72809Source:ConsumerXRetailX 202414%13%

208、14%19%27%24%26%32%33%31%32%28%26%32%29%21%Global averageBeneluxBelgiumNetherlandsEntirely insigni?cantUnimportantImportantVery important31|RetailX|October 2024RXABX24RP 2024 HELLOFRESH LAUNCHES FACTORIn July 2023,HelloFresh launched Factor,its ready-to-eat meals subscription service in the Netherlan

209、ds and the Flanders region of Belgium in a bid to attract a new demographic of customers who werent already subscribing to its other offerings.Factor enables customers to choose from a changing range of 12 chef-prepared and nutritionist-approved meals and have their selection delivered to their home

210、 on a weekly basis.The service caters to a range of dietary preferences including flexitarian,pescatarian,vegetarian and keto.Factor is different to HelloFresh in that customer need only heat up their meal before eating rather than being supplied the ingredients for a meal to cook at home.“Thanks to

211、 the high penetration rate of food solutions ecommerce in the Netherlands and Belgium and a strong preference for convenience,a ready-to-eat D2C service such as Factor meets consumers demands in the region,”the company says.ALBERT HEIJN DISCOUNTS ORGANIC PRODUCEAlbert Heijn has captured the move by

212、consumers towards organic and plant-based produce with its My Albert Heijn Premium subscription.A million customers have signed up to receive benefits such as 10%off organic produce including the grocers own-label AH Terra products.Other benefits for use instore and online include bonus offers and a

213、dditional savings stamps.An annual subscription,which costs 12,is saving customers an average of 84 over the year,according to the retailer.Albert Heijn,which launched the subscription service in 2021,is keen for customers to try it out and is offering cash back in the form of store credit to any cu

214、stomer who doesnt earn back in benefits the cost of their subscription during their first year of membership.Customers can also try out the subscription service for a month free of charge.“Its great to see that our customers are taking advantage of My Albert Heijn Premium en masse,”says Sjoerd Holle

215、man,director of strategy,product&analytics,Albert Heijn.“Its a great subscription that gives you a lot of extra benefits on your daily shopping and thats easy to use,especially via the AH app.And customers appreciate that.”ZOOPLUS DELIVERS FOR REPEAT PURCHASERS German pet product retailer Zooplus la

216、unched its Zooplus Repeat subscription model in the region more recently.Since early 2024,Zooplus customers have been able to add items to their online shopping basket and set up a time period for regular deliveries of products such as pet food and cat litter.By signing up for the subscription,custo

217、mers receive an initial discount of 10%and an ongoing price reduction of 5%on every order.They are sent an email before each despatch so know that their regular order will soon be on its way and giving customers time to add additional one-off items to their order.Delivery is free on orders of 29 or

218、more.Customers can change the frequency of their regular deliveries at any time or pause them.BENELUX 360 2024|SUBSCRIPTIONS32|RetailX|October 2024RXABX24RP 2024 BENELUX 360 2024|INSTOREConsumers have come to expect certain services from retailers that sell via bricks-and-mortar stores as well as on

219、line.The ability to collect an online order from a physical store or return it to the same place are among the omnichannel services that are now regarded as commonplace.69%of shoppers in Benelux say it is important for retailers to enable them to collect online orders from a bricks-and-mortar store

220、or a locker,with 29%collecting an online order from a store at least five times in the last year.The same number has ordered a product in a store and had it delivered to their home,according to the ConsumerX survey for RetailX.By examining consumer attitudes towards omnichannel alongside the service

221、s offered by retailers,RetailX can show how consumers in the region like to shop across channels and how leading retailers are helping them to do so.39 retailers in the Benelux Top100 operate their own network of bricks-and-mortar stores.The average owned store network across the region consists of

222、7.97 bricks-and-mortar stores.Retailers that sell in Instore and omnichannelRetailX research shows the depth of omnichannel services offered by leading retailers in the region33|RetailX|October 2024RXABX24RP 2024 the Netherlands tend to have larger store networks than members of the Benelux Top100 t

223、hat operate in Belgium.34 retailers in the Top100 have physical stores in the Netherlands,with an average of 8.43 stores in the country.Of the omnichannel retailers in the Top100 that operate in Belgium,of which there are 23,the average number of stores in the country is 1.05.Omnichannel services st

224、art before a purchase has been made.One of the ways that retailers help customers with their online research before they visit a store is by linking information about stock levels instore with the product pages online.More than a quarter(28%)of leading,omnichannel retailers in the region include a s

225、tore stock checker on their website.Retailers in Luxembourg are the most likely to include this information(38%),compared to 27%of retailers in the Netherlands.However,the converse is true on mobile sites.36%of retailers in the Netherlands show store stock on their mobile sites,compared to 29%of omn

226、ichannel retailers in Luxembourg.In Belgium,the percentages are 29%for websites and 32%for mobile sites.Shoppers also appreciate being able to return an online purchase to a store either for an exchange or a refund.A third of retailers in the Netherlands allow customers to return an online purchase

227、to one of their stores,and 28%of retailers in Belgium do likewise.Some retailers are able to collect online purchases from a customers home.27%of retailers in the Netherlands and 8%of retailers in Belgium offer this service.BENELUX 360 2024|INSTORE34|RetailX|October 2024RXABX24RP 2024 BENELUX 360 20

228、24|MARKETPLACESMarketplaces dominate ecommerce in Europe,and Benelux is no exception.Consumers like the ease with which they can buy online,the extended product ranges on offer and the cheaper prices made available by competitive bidding.This consumer behaviour is mirrored in the RetailX Benelux Top

229、100 as well as by viewing web traffic in isolation.35 of the RetailX Benelux Top100 are either fully open marketplaces or have an extended product offering enabled by a closed marketplace as part of their retail operations.These 35 retailers over-index in terms of web traffic from consumers,attracti

230、ng 54%of the total web traffic to the Benelux Top100.The same is true when looking at the Largest 100 retail companies by web traffic in the individual countries of the Netherlands and Luxembourg.In the Netherlands,43 of the Largest 100 are marketplaces.Together they receive 52%of the web traffic.In

231、 Luxembourg,the 45 marketplaces operational in the country receive 61%of the web traffic.It is only in Belgium where brands,retailers and marketplaces receive a level of web traffic Marketplaces hold an important positionA large percentage of web traffic in the Benelux region goes to marketplaces.US

232、 and Chinese platforms want a share commensurate with the percentage of companies in each group.AMAZON VS BOLIn the Netherlands and Belgium,two platforms dominate the market.One,Bol,originated in the Netherlands,while the other is US behemoth Amazon.Amazon operates localised sites in both the Nether

233、lands and Belgium.The Netherlands site launched in 2020 and was followed by the localised Belgian marketplace in 2022.Before then,consumers visited Amazons French and German sites,as well as the dotcom ecommerce marketplace.Consumers in Benelux still shop from Amazons other sites,sometimes finding p

234、rices cheaper on different country platforms.Consumers in Luxembourg will shop on the French and German sites depending on which of the languages or cultures they are closest to.As a gauge to the size of the market that Amazon is capturing,Twinkle estimates the turnover of Amazon.nl to be 900mn.Bols

235、 2023 turnover was 2.9bn,7.3%higher than the previous year.Bol says more than 25mn people visit its website or app each month and reports 13.6mn active customers as having bought something from the site in the last year in the Netherlands or Belgium.38mn products from 49,000 sellers are listed on it

236、s site.Bol sells products itself as well as providing a platform for partner sellers,and retains a large share of the market in some of the categories it sells.Sellers account for 65%of Bols trading volume,but brands that are also sold by Bol achieve a 64%share of the total products sold,according t

237、o Dutch ecommerce data platform MarktMentor.This shows the dominant position that Bol has on its own platform.More than a fifth(22.4%)of the 10,000 biggest brands on the platform are sold by Bol,the research finds.1Amazons market in the Netherlands has grown enough for the company to open a dedicate

238、d fulfilment centre for customers in the country rather than sorting parcels picked and packed elsewhere at its sorting office close to Schipol airport.The new facility has capacity to pick,pack and despatch up to 25,000 packages daily.“We have become one of the leading online stores in the Netherla

239、nds.The warehouse allows us to add new esteemed Dutch and international brands to our assortment and deliver their products faster.This step will help us become the most customer-oriented company in the Netherlands,”Roeland Donker,country manager,Amazon Netherlands,told Warehouse Totaal.2Amazon also

240、 helps companies to sell online for the first time.A year after launching in Belgium it was reported that SMEs were selling ten products a minute on A.be.At the time,1,200 Belgian SMEs were selling on the site,with 200 exceeding turnover of 100,000.30 reached 1mn in sales in this first year.Amazons

241、Belgian site has an area dedicated to Brands of Belgium giving the countrys brands a dedicated storefront and showcasing more than 100 which together offer tens of thousands of products.35|RetailX|October 2024RXABX24RP 2024 TEMU OPENS TO SELLERSIn recent years,Chinese platforms have been trying to c

242、reate market share in Benelux.Temu operates in all three countries and has quickly joined the top ten leading multi-category retailers in the Netherlands by share of web traffic alone.Its announcement,in mid-2024,that European retailers could register to start selling products held locally to consum

243、ers in the Netherlands is an interesting development to watch and an additional opportunity for sellers wanting to capture some of this lucrative ecommerce market.T received 3.3mn unique visitors from desktop and mobile devices between September 2023 and November of that year,according to Similarweb

244、.This accounts for 4%of the total traffic to the leading ten multi-category retailers,putting it on a similar level as Mediamarkt and Kruidvat.In comparison,Bol saw 11.8mn unique visitors and captured a 30%share of the web traffic to this group of retailers.With 7.2mn unique visitors and 24%of the w

245、eb traffic,classified advertising site Marktplaats.nl was in second place,ahead of Amazon.nl,which ranks third with a 13%share of traffic and 6.7mn unique visitors.Dutch platform Coolblue and Chinese marketplace AliExpress both captured 6%of the web traffic,although Coolblues was made up of 1.2mn mo

246、re unique visitors.31 https:/ecommercenews.eu/bol-still-dominant-seller-on-its-own-platform/2 www.warehousetotaal.nl/e-commerce/amazon-nl-opent-eerste-nederlandse-fulfillment-center-in-almelo/129134/3 share of the Benelux Top100 that aremarketplacesThe Benelux Top100 2024Source:RetailXRetailX 2024Ot

247、hers65%Marketplaces35%RXABX24RP-CX-40-v7The share of Benelux consumer tra?c directed atTop100 marketplacesThe Benelux Top100 2024Source:RetailXRetailX 2024Marketplaces56%Others44%RXABX24RP-CX-38-v1Marketplaces share of European web tra?cMarketplaces 2023 web tra?c as a share of the visits from Europ

248、ean consumers to retailers in the BeneluxTop100 listThe Benelux Top100 2024Source:RetailXRetailX 202436%15%8%3%3%2%20%Other marketplacesEtsyZalandoSteamAliExpresseBayAmazonBENELUX 360 2024|MARKETPLACES36|RetailX|October 2024RXABX24RP 2024 BENELUX 360 2024|NEW TECHNOLOGIESCommerce does not stand stil

249、l and,as retail stores have evolved,so too has ecommerce.ConsumerX surveyed consumers in Benelux about their expectations of shopping online in the future.AUGMENTED REALITYAugmented reality(AR)has been close to becoming mainstream in retail for a while,being used with a mobile app to allow consumers

250、 to place a virtual product in their home to see how it could look.Retailers selling furniture and televisions have tested AR,as has Lego,which uses the technology to show how a set would look once built.AR has become almost ubiquitous in the beauty&cosmetics industry enabling consumers to virtually

251、 try on makeup such as lipstick or see how their hair would look if dyed a different colour.On social platforms and online meeting places,consumers can be fully clothed in virtual garments.When asked whether they would expect more brands to utilise AR in the future to help them shop,a third of consu

252、mers in Benelux(34%)told ConsumerX that they want their favourite brands to offer it.Next-generation ecommerceConsumer attitudes to new developments and retail innovations offer a glimpse into the future of ecommerce37|RetailX|October 2024RXABX24RP 2024 VIRTUAL SHOPPING ASSISTANTSAlmost as many cons

253、umers expect retailers to use virtual shopping assistants to help them shop in the future.European shopping preferences may not be as advanced as Japans store robots,but developments are moving quickly in the area of chatbots and virtual assistants online.Artificial intelligence,of the type trained

254、and used by ChatGPT,is making asking for assistance online or via a smartphone more of a natural interaction than a back-and-forth question-and-answer session.A third of shoppers in Benelux expect retailers to have a virtual shopping assistant,such as a chatbot,to help them choose products in the fu

255、ture.Ikea Retail launched a new AI assistant in early 2024 to help customers with home design,inspiration and shopping.The tool,which is available on OpenAIs GPT Store,gives consumers,in the US initially,personalised furniture and decor recommendations based on factors including room dimensions,thei

256、r personal style,preferences around sustainability,budget and functional requirements.Meanwhile,grocer Albert Heijn continues to develop new AI applications which will have a big impact on the future of its business operations and the customer experience.AI is already being seen at Albert Heijn in d

257、ynamic price markdowns to reduce food waste and a recipe scanner on its mobile app which translates ingredients in a photograph of a recipe into Albert Heijn products and adds them to the customers shopping list.Conversely,customers can take a picture of their fridge and be provided with recipes bas

258、ed on the products they already have.BENELUX 360 2024|NEW TECHNOLOGIES38|RetailX|October 2024RXABX24RP 2024 BENELUX 360 2024|BELGIUMBelgium is a country of three official languages and,for historical reasons,the country is divided into areas where each language is dominant.The Dutch dialect Flemish

259、is spoken in Flanders in the north of the country while the Walloon region,in the south,has French as its dominant language.There is also a German-speaking area in the east of the country.Belgiums capital,Brussels,is home to the headquarters of the European Parliament,the Council of Ministers and th

260、e European Commission,further mixing up influences and nationalities.French is the main language spoken in Brussels,although the city is located within Flanders.In terms of population,59%speak Dutch,40%claim French as their first language and 1%are German speakers.The population of Belgium remains f

261、airly steady with 11.6mn living in the country in 2023.Millennials and GenX make up the largest age groups.Belgiums population is being buoyed by the number of immigrants coming into the country as the number of people born in the country is lower than the percentage of the population dying,accordin

262、g to the countrys statistics office.This is resulting in a population that is increasingly of working age.BelgiumBelgium offers an expanding market that attracts retailers from overseas including Temu and Amazon RXABX24RP-BE-SC-1-v4Belgium:Population analysisPopulation structure,by age group(mn)Age

263、groups(year of birth):Silent Gen(1922-1945),Baby Boomers(1946-1964),Gen X(1965-1980),Millennials(1981-1996),Gen Z(1997-2012),Gen Alpha(2013-present)Source:RetailX,drawing on data from the UN Population DivisionRetailX 20242.62.62.52.52.42.52.52.52.52.52.42.42.42.42.42.12.12.12.22.2201920202021202220

264、230.0mn5.0mn10.0mnGen AlphaGen ZMillennialsGen XBaby BoomersSilent Gen11.511.611.611.711.6RXABX24RP-BE-SC-2-v7Population growthSource:RetailX,drawing on data from the UN Population DivisionRetailX 2024201920202021202220230.0%0.2%0.4%0.6%BelgiumWestern EuropeEuropeRXABX24RP-BE-SC-3-v7GDP per capitaSo

265、urce:RetailX,drawing on data from the IMF and the UN Population DivisionRetailX 2024201920202021202220230.0k20.0k40.0k60.0kBelgiumWestern EuropeEurope39|RetailX|October 2024RXABX24RP 2024 “The natural balance,ie,the difference between the number of births and deaths,was negative again in 2023(-1,057

266、).The natural balance has been on a downward trend for several years,so a negative natural balance seems to be becoming the new normal,”says Statbel.Living standards are similar to those across Europe although the countrys GDP per capita is lower than that for Western Europe as a region.In 2023,GDP

267、per capita in Belgium was 58,642.In Western Europe it was 68,083.Despite a dip in 2020,Belgiums GDP has continued to grow and has risen in line with the averages across Europe.In 2019,Belgiums GDP per capita was 49,431.Belgiums government had managed to keep inflation at a level below that for Europ

268、e as a whole but in 2024 it started to rise again becoming the highest in the euro area mid-year.In July 2024,Belgiums inflation rate was 5.5%,almost three percentage points above the rate for the rest of the euro area,according to Eurostat.In Q2 2024,GDP was 1.1%above the figure for the same period

269、 of the previous year.Belgiums consumer price index(CPI)peaked at 9.6%in 2022 before dropping to 4.05%a year later.1CONSUMER SPENDINGNational wage indexation controls the level of salary increases each year and this has cushioned consumers in Belgium to some degree from price rises and high inflatio

270、n.As a result,consumer spending has not dropped off to the same extent seen in some other countries in Europe.RXABX24RP-BE-SC-4-v6Belgium:Internet user analysisPercentage of internet usersSource:RetailX,drawing on data from EurostatRetailX 2024201920202021202220230%50%100%BelgiumWestern EuropeEurope

271、RXABX24RP-BE-SC-5-v7UnemploymentSource:OECDRetailX 2024201920202021202220234%6%8%BelgiumWestern EuropeEuropeRXABX24RP-BE-SC-6-v5Annual change in CPISource:IMFRetailX 2024201920202021202220230%5%10%15%BelgiumWestern EuropeEuropeBENELUX 360 2024|BELGIUM40|RetailX|October 2024RXABX24RP 2024 Almost ever

272、yone in Belgium has access to the internet and 68%of the population shop online.Between 2019 and 2022,the percentage of Belgian internet users shopping online increased by five percentage points.In 2023,consumers spent 16.3bn online,10.7%more than they did in 2022,according to the Belgian ecommerce

273、association Becom.Around a quarter of all retail spend is now online,according to Greet Dekocker,managing director of Becom.Travel and accommodation are the biggest recipients of consumer expenditure,followed by fashion.Experiences,such as travel,have been boosted in the last couple of years,while p

274、urchases for some product categories have declined slightly.In 2023,the amount consumers spent on fashion was down 1.2%.However,consumers are spending more online than before the pandemic and,by mid-2024,sales across different categories were picking up again with greater growth forecast for 2025.“2

275、8%of consumers say they will spend more online and more frequently,”says Dekocker.She quotes a figure of around 4.8bn as the current increase in consumer spending online compared to five years ago.By value,the top three most purchased products online are clothing(1.6bn),groceries(1.2bn)and shoes(832

276、mn).CROSS-BORDER TRADERetailers in Belgium are selling across borders,with consumers in neighbouring Netherlands and France being their most active customers.In 2023,around 2.5bn was spent with Belgian retailers online by consumers living in other countries.Consumers in Belgium shop cross-border,and

277、 the amount they do so is increasing.The higher wages and price of goods in Belgium are given as reasons for doing so as consumers find they can buy the same items elsewhere at a lower price.In 2023,consumers spent 5.5bn with retailers on marketplaces or foreign shops and this is a concern for Becom

278、.Just two years ago,the gap between consumer spending with Belgian retailers and overseas was smaller,according to Dekocker.The Netherlands and France are the countries that consumers are buying from.Language and logistics make cross-border sales easy for retailers in these two countries as they tar

279、get consumers in the Walloon and Flanders regions.They are not alone though.Retailers in Belgium are feeling more pressure,particularly from Chinese marketplaces including Temu and Shein,which can sell goods at cheap prices.Belgiums retailers are learning from their business models while ramping up

280、their propositions in areas in which they can differentiate,including customer services and omnichannel experiences.Becom is urging Belgian retailers,many of which only started selling online during the pandemic,to start selling on marketplaces.“Belgians are increasingly finding their way to marketp

281、laces.Belgian traders are often under-represented there,which means part of the growth in our country goes to foreign players.Belgian traders should therefore become even more active on such platforms,”says Dekocker.The number of retailers selling online on marketplaces has increased since Amazons l

282、aunch of a localised marketplace for Belgium.Retailers have also extended their reach to Dutch marketplace Bol,which operates in the Netherlands and Belgium,as well as expanding their own online operations.Belgiums Colruyt grocery chain is testing refrigerated lockers as an additional collection opt

283、ion for customers of its Collect&Go online grocery service.Customers in Ghent can place an order online before 1pm and have the items delivered either to their home that day or to one of the locker banks.International retailers are extending their reach into Belgium seizing the opportunity of the co

284、untrys growing online market.Deliveroo has started delivering groceries from a Carrefour Hypermarket in Brussels while both Jumbo and Albert Heijn are opening new bricks-and-mortar stores.Albert Heijn has been active in Belgium since 2011 operating with a mix of physical stores and online.Lego has o

285、pened a regional distribution centre(RDC)in Tessenderlo,Belgium,which will fulfil orders for the toy companys stores and online customers in Belgium as well as wider afield into the Netherlands,Luxembourg,the UK,Ireland and northern France.The 27,000m2 distribution centre is the second in the compan

286、ys European distribution network,joining an existing centre in Jirny,Czech Republic.The RDC can store up to 44,000 pallets and has an expected throughput of approximately 32,000 orders annually.It is co-located on the same campus as the companys dotcom fulfilment centre,which will be stocked with pr

287、oducts from the RDC.1 https:/europe- 360 2024|BELGIUM41|RetailX|October 2024RXABX24RP 2024 Categories of the Belgium Largest 100Web traffic to the Belgium Largest 100,by categoryBENELUX 360 2024|BELGIUM42|RetailX|October 2024RXABX24RP 2024 BENELUX 360 2024|LUXEMBOURGLuxembourg is one of the smallest

288、 countries in the world covering an area of just over 2,500km2.It shares borders with France,Germany and Belgium.French and German are taught in schools and,along with Luxembourgish,are accepted official languages.Around half of Luxembourgs population of 600,000 were born elsewhere which adds Englis

289、h,Italian,Portuguese and other languages into the multilingual mix of daily life.Luxembourg is an affluent country,with GDP per capita of 132,845,almost double the average for Western Europe.This international outlook and high salaries make Luxembourg an attractive market resulting in a diverse mix

290、of international companies and smaller,local retailers operating online and in the countrys shopping centres.Internet usage is ubiquitous with many of the countrys residents shopping online with domestic retailers,on localised sites from global brands as well as cross-border.In fact,consumers are mo

291、re likely than online shoppers elsewhere to buy from retailers in other countries.One study found that 80%of online shoppers buy cross-border spending 1.8bn in 2022.Zalando,eBay and Amazon sites in France and Germany are among the beneficiaries.LuxembourgA small,affluent,multicultural population,whi

292、ch leads Europe for prevalence of cross-border shoppingRXABX24RP-LU-SC-1-v2Luxembourg:Population analysisPopulation structure,by age group(mn)Age groups(year of birth):Silent Gen(1922-1945),Baby Boomers(1946-1964),Gen X(1965-1980),Millennials(1981-1996),Gen Z(1997-2012),Gen Alpha(2013-present)Source

293、:RetailX,drawing on data from the UN Population DivisionRetailX 20240.10.10.10.10.10.10.10.10.10.10.10.20.20.20.10.1201920202021202220230.0mn0.2mn0.4mn0.6mnGen AlphaGen ZMillennialsGen XBaby BoomersSilent Gen0.60.60.60.70.6RXABX24RP-LU-SC-2-v3Population growthSource:RetailX,drawing on data from the

294、UN Population DivisionRetailX 2024201920202021202220230.0%1.0%2.0%LuxembourgWestern EuropeEuropeRXABX24RP-LU-SC-3-v4GDP per capitaSource:RetailX,drawing on data from the IMF and the UN Population DivisionRetailX 2024201920202021202220230.0k50.0k100.0kLuxembourgWestern EuropeEurope43|RetailX|October

295、2024RXABX24RP 2024 Cheaper prices are among the core reasons consumers give for shopping cross-border.63%mentioned prices when surveyed by Luxembourgs ecommerce association eCOM.48%shop cross-border to access a greater variety of brands and products than are available in Luxembourg,it says.More than

296、 half shop with domestic retailers and those with localised.lu sites.Innovative sites include Salonkee,which enables consumers to book online with hairdressers,barbers and beauty therapists,restaurant order and delivery service WeDely and pureplay grocer Luxcaddy,which launched in 2010.In 2018,the L

297、etzshop marketplace launched providing a platform for local brands.Luxembourgs ecommerce market is growing.In 2023,almost a third of consumers(32%)made more than half of their purchases online while 40%said they still did the majority of their shopping in bricks-and-mortar stores.34%of consumers sho

298、p online a few times a month,and more than a fifth(22%)shop online several times a week.Fashion accounts for the largest share of the ecommerce market,with consumer electronics and travel also popular online.16%of consumers said they had ordered pre-prepared meals online,according to the 2023 eCOM s

299、tudy.“This is a figure that could grow as consumers increasingly look for convenience and time-saving options,”says Steven Scheuer,federation manager,eCOM.One company aiming to capture part of that growing market is Uber Eats,which launched in Luxembourg in July 2024.RXABX24RP-LU-SC-4-v3Luxembourg:I

300、nternet user analysisPercentage of internet usersSource:RetailX,drawing on data from EurostatRetailX 2024201920202021202220230%50%100%LuxembourgWestern EuropeEuropeRXABX24RP-LU-SC-5-v4UnemploymentSource:OECDRetailX 2024201920202021202220235%6%7%LuxembourgWestern EuropeEuropeRXABX24RP-LU-SC-6-v4Annua

301、l change in CPISource:IMFRetailX 2024201920202021202220230%5%10%15%LuxembourgWestern EuropeEuropeBENELUX 360 2024|LUXEMBOURG44|RetailX|October 2024RXABX24RP 2024 BENELUX 360 2024|LUXEMBOURGCategories of the Luxembourg Largest 100Web traffic to the Luxembourg Largest 100,by category45|RetailX|October

302、 2024RXABX24RP 2024 BENELUX 360 2024|INTERVIEW:AUCHAN RETAIL LUXEMBOURGIn depth with Auchan Retail Luxembourg“Shoppers expect fast delivery,”says Nicolas Gueuzurian,marketing and e-commerce director,Auchan Retail Luxembourg,which is why the grocery retailer offers three-hour order fulfilment and has

303、 recently opened an automated,robotic warehouse.The new facility uses the Skypod order picking system from Exotec which sends autonomous robots into racking up to 12 metres high to retrieve products from bins for customer orders before bringing them to human staff at three stations to pack and add m

304、anually picked fresh and frozen products.Auchan Retail Luxembourgs warehouse uses 37 robots and 15,000 storage bins to speed up the pick process and increase accuracy while providing a scalable solution for future throughput.Currently,online shopping represents 7 to 8%of Nicolas Gueuzurian,marketing

305、&e-commerce director,Auchan Retail Luxembourg,spoke to RetailX about the latest innovations and why Luxembourg is an ideal testing ground for ecommerce Auchan Retail Luxembourgs total sales,according to Gueuzurian.Half of Auchan Luxembourgs online orders are placed for fulfilment same day,he explain

306、s,with click and collect accounting for 80%of them.The number of online orders received varies between 500 and 800 a day,with the average order comprised of 30 items.The robotic warehouse is the first of its type in the Auchan Retail Group and highlights how Luxembourgs small size,coupled with digit

307、ally mature,multinational residents,makes it an ideal testing ground for ecommerce innovations before they are rolled out across the 13 other countries in which the company operates.In Luxembourg,“the large retailers have to be innovative as its a competitive market,”says Gueuzurian,but there is roo

308、m for competition in the grocery sector and this,he believes,will drive greater growth online for everyone.Auchan Luxembourg is one of four grocery companies online in Luxembourg and was the first to offer home delivery as well as click and collect.It has been picking and packing online grocery orde

309、rs for customers to collect since 2011.Its Auchan Drive service allows customers to order online and collect their groceries three hours later from one of seven locations in the country.In September 2020,the nationwide home delivery service was added to its customer offering,with grocery deliveries

310、made six times a week in the south and less frequently in other areas of the country.Orders for same day collection or delivery need to be placed by 12 noon.Delivery times are available up until 8pm.The delivery charge to the customer depends on the order value.Orders above 250 are delivered free of

311、 charge.Below that,charges range from 6 to 13.Overall,Auchan Luxembourg operates three hypermarkets,seven Auchan Drive collection points and 16 My Auchan convenience stores,as well as its online Auchan.lu site.More than 1,300 people are employed in the country.Luxembourg,along with Spain,Portugal an

312、d Italy,accounts for 20.9%of Auchans 32.9bn turnover.As well as buying groceries online,Auchan Luxembourg customers can also order larger items for home delivery.Products across a range of categories including home appliances,consumer electronics,homeware,garden and DIY can be added to a basket sepa

313、rate to their grocery order.Auchan Luxembourg also uses mobile to engage customers who shop instore as well as those who order online.Its mobile app shows current promotions,while an AI chatbot linked with the CRM is able to answer customer questions or redirect customers to a multilingual,human cus

314、tomer services agent based in the country.Its loyalty scheme provides customers with varying daily discounts against Auchan-branded products and promotions on other branded goods.Customers can store their loyalty card on their Apple or Google wallet so they dont have to carry a physical card.46|Reta

315、ilX|October 2024RXABX24RP 2024 BENELUX 360 2024|NETHERLANDSThe Netherlands is the largest ecommerce market in Benelux,driven by a higher population than the other two countries in the region,high internet usage and size and maturity of its retailers and marketplaces online.Internet usage in the Neth

316、erlands is above 99%,having jumped from 96%in 2019.These figures are above the average for both Western Europe and the continent.The percentage of internet users who also shop online in the Netherlands is among the highest in the world and above other mature ecommerce markets,including the UK.The Ne

317、therlands is densely populated and one of the most urbanised countries in Europe.More than 90%of the Netherlands 17.4mn population live in a city or town rather than a rural location.The percentage of the population living in cities has been increasing steadily over the last 70 years but has risen s

318、harply since 2000.Amsterdam is the largest city and the countrys capital.Rotterdam and The Hague have populations above 500,000.Utrecht and Eindhoven are the next largest in terms of population.Living standards in the country are good,with unemployment in the Netherlands consistently well below the

319、rates in the wider region.GDP per NetherlandsThe Netherlands is a mature ecommerce market with consumers buying increasingly from retailers based in other countriesRXABX24RP-NL-SC-1-v2Netherlands:Population analysisPopulation structure,by age group(mn)Age groups(year of birth):Silent Gen(1922-1945),

320、Baby Boomers(1946-1964),Gen X(1965-1980),Millennials(1981-1996),Gen Z(1997-2012),Gen Alpha(2013-present)Source:RetailX,drawing on data from the UN Population DivisionRetailX 20244.14.14.03.93.93.73.73.73.73.73.53.53.53.53.53.23.23.33.33.3201920202021202220230.0mn5.0mn10.0mn15.0mnGen AlphaGen ZMillen

321、nialsGen XBaby BoomersSilent Gen17.417.417.517.617.4RXABX24RP-NL-SC-2-v4Population growthSource:RetailX,drawing on data from the UN Population DivisionRetailX 2024201920202021202220230.2%0.0%0.2%0.4%NetherlandsWestern EuropeEuropeRXABX24RP-NL-SC-3-v3GDP per capitaSource:RetailX,drawing on data from

322、the IMF and the UN Population DivisionRetailX 2024201920202021202220230.0k20.0k40.0k60.0kNetherlandsWestern EuropeEurope47|RetailX|October 2024RXABX24RP 2024 capita of 66,260 is close to the average for Western Europe and above the rate for the wider region of Europe.Despite a drop in 2022,GDP per c

323、apita has risen since 2019 when it was at 54,149.However,consumer confidence in the economic position has been down in recent years hitting a low spot in September and October 2022.While it remains at a point below the average for the 20-year period,consumer confidence is now higher than it has been

324、.Year-on-year growth in GDP is increasing following a challenging position in 2023 when it grew by 0.1%.2024s forecast of 0.8%growth is more positive while 2025 looks even better with predicted growth of 1.5%.Inflation is set to decline,dropping to 2.5%year-on-year growth for 2024 and 2%for the foll

325、owing year.Consumers are spending more.In May 2024,retail sales were 0.2%higher than in May 2023,according to the Netherlands statistics office.1 Business confidence is returning as well.CONSUMER SPENDINGIn 2023,consumers in the Netherlands spent 34.7bn online,3%more than they did in 2022.Online acc

326、ounts for 31%of the total retail spend in the country.The rise in revenue for retailers contrasts with the number of transactions that were carried out online.At 364.5mn,the number of online transactions was up 1%on the previous year highlighting the increase in basket sizes.The largest increase was

327、 seen by RXABX24RP-NL-SC-4-v3Netherlands:Internet user analysisPercentage of internet usersSource:RetailX,drawing on data from EurostatRetailX 2024201920202021202220230%50%100%NetherlandsWestern EuropeEuropeRXABX24RP-NL-SC-5-v3UnemploymentSource:OECDRetailX 2024201920202021202220233%4%5%6%Netherland

328、sWestern EuropeEuropeRXABX24RP-NL-SC-6-v3Annual change in CPISource:IMFRetailX 2024201920202021202220230%5%10%15%NetherlandsWestern EuropeEuropeBENELUX 360 2024|NETHERLANDS48|RetailX|October 2024RXABX24RP 2024 retailers selling experiences such as travel and event tickets.These sectors saw online gr

329、owth of 10%in terms of expenditure and 4%in the number of online purchases.Consumer spend on travel packages was up 21%year-on-year,according to Dutch ecommerce association Thuiswinkel.“The growth in the service sector is mainly due to online spending on travel.For example,in 2023 we have 21%more sp

330、ent online on package holidays and 15%more on individual airline tickets and accommodations.This is more than ever before.This,of course,has to do with inflation but previously the ANVR/GfK booking monitor showed that more holiday bookings than ever were made in 2023.Consumers didnt spend as much on

331、line on tickets for attractions and events,with a growth of 10%,”says Marlene ten Ham,director,Thuiswinkel.org.The amount consumers spent on products in the year remained virtually the same.Overall growth continued in the first quarter of 2024 as consumers spent more than 9bn online,a rise of 3%comp

332、ared to the same three months of 2023.This is not all good news for retailers though as the amount consumers spent on products,as opposed to services,in the three months was down slightly,as was the number of online transactions which decreased by 3%to around 85mn.The DIY,grocery and shoe categories

333、 were particularly affected.However,the market is seeing longer-term growth as consumers are spending more on products online than they were in early 2020.The revenue from products sold online in the first three months of 2023 was 5.18bn.In the first three months of 2020,sales were 3.79bn.The number of transactions in which consumers are buying products has been declining for several years in a ro