As a result of the corona crisis, more and more consumers are buying from webshops. Shoppers deviate from their favourite brands and shops: new online services are also being used.
70% of consumers say they will stay with the (new) brand where they made a purchase during the corona crisis, both online and offline. This can be seen from recently published research by Criteo, who researched online and offline customer loyalty. To this end, the advertising platform interviewed some 13,500 consumers from 12 countries.
By investing in marketing now, you increase your chances of attracting new customers who are very likely to keep coming back to you, whether you are a retailer or a restaurant that delivers to your home. Most respondents stayed loyal to favourite or well-known shops and brands, but 1 in 4 customers also discovered new shops. Among young people, this was more than half.
Physical shopping experience
Despite the increase in online shopping, 48% of participants say they do miss the physical shop. 47% of them indicated that they would like to shop offline again as soon as life returns to ‘normal’. Physical shopping is not yet returning: two thirds of young people are willing to pay more for a positive offline shopping experience. Link 1 – Link 2 – Link 3 – Link 4 – Link 5
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It can pay a great deal to be a conduit. Tech company Adyen, which handles payments for webshops such as CoolBlue and eBay, is growing explosively as more and more people around the world buy their clothes, books, electronics and second-hand items over the internet.
Anyone who buys a jumper online at the Bijenkorf department shop gets, often without knowing it, to deal with Adyen, who uses software to ensure that the money from the customer’s bank ends up at the online shop. But Adyen also plays a role in more and more physical shops via his payment terminals that are suitable for all kinds of payment methods: from old-fashioned debit cards to ApplePay. klik klik klik klik klik klik klik klik klik klik klik klik klik klik klik klik klik klik klik klik klik klik klik klik klik klik klik klik
Adyen saw the value of the transactions it handles almost double to EUR 104 billion in the first six months of 2019 compared to the same period last year. The growth in the number of transactions can be explained by the global trend of paying more and more electronically and less with cash, said Adyen top executive Pieter van der Does Thursday during the telephone presentation of the figures.
The company earned EUR 221 million from the handling of all transactions, more than 40 percent more than turnover in the first half of last year. Adyen, which has been listed on the stock exchange since June 2018, has clients on all continents, but with 65 percent of its turnover still comes from Europe. Net profit amounted to more than EUR 92 million.
Responsible growth rate
Although Adyen added the American courier company Postmates and the Indian holiday platform OYO to its customer base, the growth in the first six months of 2019 is largely (for 80 percent) attributable to existing customers. Think of parties like Uber, Zalando and Facebook. Adyen is helping to boost the growth of these companies.
The payment intermediary has also discovered hospitality chains as potential customers. Adyen now arranges electronic payments for, among other things, the Wagamama restaurant chain and Joe & the Juice coffee and juice bars. Adyen sees that it is becoming more common in this market for customers to order and pay for something on their phone and then pick it up at the shop.
A tech company that is growing so fast cannot escape employing more programmers and salespeople. In the first six months of 2019, the number of full-time employees rose by 114 to 987. Adyen tries to keep a grip on the growth of the workforce and the company culture by ensuring that every new employee meets at least one of the members of the management. Van der Does said several times yesterday that Adyen is focused on the long term and wants to grow at a responsible pace.
Adyen rises explosively in value at IPO
The IPO of payment company Adyen has been exceptionally successful. The Amsterdam technology company went public for an introductory price of 240 euros and immediately went up to 400 euros after the opening, before tapping the 500 euros.
Amsterdam-based Adyen quietly grew into a company worth billions; now it is going public.
Adyen, which arranges electronic payment transactions for eBay, Facebook and de Bijenkorf, among others, goes to the Amsterdam Stock Exchange. Not to raise money for further growth, but to give existing shareholders the opportunity to redeem their shares.
Online shopping is on the rise: 10 percent more spent online
Online shopping continues to grow! Between April and June, Belgians spent no less than 2.2 billion euros online. The biggest grower this quarter was food, a category whose online share increased by 175% compared to the second quarter of 2015. Online spending in this category may still be fairly limited at 65 million euros in Q2 2016, but there was an increase of 41 million euros compared to the same period last year. We can derive these results from figures from the BeCommerce Market Monitor, a survey carried out by GfK for BeCommerce, with the support of PostNL, Google and Worldline.
Almost three quarters of Belgians shop online
There is no denying it: Belgians love online shopping. And that is no different in this second quarter of 2016 either. EUR 2.2 billion was spent online in this second quarter of 2016, bringing the total to EUR 4.5 billion so far. 73% of the Belgian adult population, or 6.7 million Belgians, shop online, an increase of 0.5% compared to last year. They account for 19.9 million purchases, an increase of 3% compared to the same period last year. Also in this second quarter, online purchases represent 16 percent of total spending. Eight percent of all spending on products (EUR 0.91 billion) is done online and even 63 percent of all spending on services (EUR 1.26 billion) is spent online.
The Belgian online consumer spends an average of 322 euro, compared to 294 euro in the second quarter of 2015, and shops about 2.9 times on the internet. On average, €109 is spent per online purchase, compared to €103 last year.
We also notice that shipping costs are decreasing in the last periods. Last year, they accounted for 2% of total online spending, but now they are only 1.7%.
Holidays are easily booked via the Internet
Also in this quarter, buying airline tickets and accommodation via the internet remains the most popular category. The coming holiday period will certainly have had something to do with this. 84% of all expenditure in this category is made online. Belgians spend EUR 484 million on this in this quarter. Belgians also like to buy tickets for attractions and events via the internet: 71% of all expenditure is made online. They spend 226 million euros on this. The top three are completed by “package holidays” where online spending accounts for 67% of the total and where 469 million euros are purchased.
In the number of online purchases we see a slightly different picture. This shows that most purchases are in the ‘media & entertainment’ category. 17% of all purchases in this category take place online, accounting for 3.5 million purchases. The top three are completed by tickets for attractions and events (3.3 million online purchases or 16 percent of the total category) and telecom with 2.8 million purchases.
Online shoppers’ penetration is highest for the ‘media & entertainment’ category: 19 percent of all online shoppers in Belgium have already made one or more purchases in this category. The top three are complemented by tickets for attractions and events (18 percent) and airline tickets or accommodation
Belgian e-commerce scores high in terms of customer satisfaction
If we take a closer look at the online shopper’s satisfaction, we notice that they are quite satisfied and this satisfaction is only increasing. 30% of online shoppers are very satisfied and 59% are satisfied with their online purchase (compared to 29% and 58% respectively in Q2 2015). Only 1% were dissatisfied and 4% very dissatisfied.
The main advantages of online shopping are the convenience of being able to order everything at home, the lower prices, less time-consuming and you can do it 24 hours a day.
On the other hand, the biggest disadvantages are that you cannot see or feel the product, the additional shipping costs and the obligation to pay in advance.