European eCommerceassessment       Maturity of top 200 European e-retailersR. van de HoefBussum, 8 maart 2012
Strategy      Operations   Assurance    www.onlineinnovation.nl                   Raoul van de Hoef    www.werkenbijdeloit...
Agenda         Who leads the         European         landscape?                   What are top                           ...
Our benchmark includes top 200 online retailers from 8 European countries3                                                ...
Webshops in 8 sectors were assessed on 17 dimensions and 140 criteria    Storefront               User                    ...
Who leads theEuropean landscape?
Southern Europe is strongest on most capabilities, closing in on the US+   Product search              +    Order & Fulfil...
Examplesfrom the leadingcountries    Alternate (DE) - Search &Recommendations   Istanbulism (TR) - On-site track &trace   ...
What are top performers   in each sector?
Fashion: Italy is (co)leading on 3 of the 6 extended features                           Recommendations                   ...
Best practices in Fashion     El Corte Inglés (SP) – Virtual model    ASOS (UK) – Order from magazine                     ...
Consumer electronics: Netherlands is leading in multi-channel support                          Recommendations            ...
Best practices in Consumer electronics     MyCom– Availability in store(NL)   Price Minister (FR) - Up-sellfromshopping ca...
General merchandise: UK is strongest on extended features                         Recommendations                         ...
Best practices in General merchandise     Tesco (UK) – Rich content & Offers   Debenhams (UK) – Mobile commerce14         ...
Are clicks outperforming    (online) bricks?
Pure players versus Traditional retailers     Country   Pure play %                  Pure play more advanced              ...
WhataboutMobile?
Mobile commerce is most mature in UK and France  General merchandise and Fashion have the most advanced adoption  Consumer...
Top performers in mobile per sector     Consumer electronics       Fashion                      General Merchandise     FN...
Mobile best practice     Topshop (UK)         Browse catalog         View products       Remember your size         Buy or...
State of Dutch e-retail
Netherlands – Current state versus European average             +                                        -    Product sear...
What to expect – US and UK trends arriving in Europe          Content as asset                             Data analytics ...
Deloitte refers to one or more of Deloitte Touche Tohmatsu Limited, a UK private company limited by guarantee, and its net...
Appendix: Benchmark model overviewStorefront        User                                      Product                User ...
Upcoming SlideShare
Loading in …5
×

emerce12 - Raoul van de Hoef - Deloitte Consulting

857 views
765 views

Published on

Published in: Business, Technology
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
857
On SlideShare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
47
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

emerce12 - Raoul van de Hoef - Deloitte Consulting

  1. 1. European eCommerceassessment Maturity of top 200 European e-retailersR. van de HoefBussum, 8 maart 2012
  2. 2. Strategy Operations Assurance www.onlineinnovation.nl Raoul van de Hoef www.werkenbijdeloitte.nl Deloitte Consulting1 © 2012 Deloitte The Netherlands
  3. 3. Agenda Who leads the European landscape? What are top performers in each sector? Are clicks outperforming (online) bricks? What about Mobile? State of Dutch e-Retail?2 © 2012 Deloitte The Netherlands
  4. 4. Our benchmark includes top 200 online retailers from 8 European countries3 © 2012 Deloitte The Netherlands
  5. 5. Webshops in 8 sectors were assessed on 17 dimensions and 140 criteria Storefront User Product User Shopping Catalog management search experience cart Fulfilment Manage Shipping Shipping Customer Place orders Payments orders details &fulfilment service Extended capabilities Personalisation & recommendations Rich content Multi-channel Social media Globalisation integration Mobile commerce4 © 2012 Deloitte The Netherlands
  6. 6. Who leads theEuropean landscape?
  7. 7. Southern Europe is strongest on most capabilities, closing in on the US+ Product search + Order & Fulfilment + Social Storefront Fulfilment Extended DE IT NL ES SE TR UK FR6 © 2012 Deloitte The Netherlands
  8. 8. Examplesfrom the leadingcountries Alternate (DE) - Search &Recommendations Istanbulism (TR) - On-site track &trace Bimeks (TR) – What’s up Box7 © 2012 Deloitte The Netherlands
  9. 9. What are top performers in each sector?
  10. 10. Fashion: Italy is (co)leading on 3 of the 6 extended features Recommendations DE IT + Mobile Commerce Globalization NL - SE ES TR UK Social Networking Rich Content FR - US Index Multi-Channel Support9 © 2012 Deloitte The Netherlands
  11. 11. Best practices in Fashion El Corte Inglés (SP) – Virtual model ASOS (UK) – Order from magazine Nelly.com (SE) - Shop celebrity outfits10 © 2012 Deloitte The Netherlands
  12. 12. Consumer electronics: Netherlands is leading in multi-channel support Recommendations DE IT Mobile Commerce Globalization NL SE ES TR UK FR + Social Networking Rich Content US Index Multi-Channel Support11 © 2012 Deloitte The Netherlands
  13. 13. Best practices in Consumer electronics MyCom– Availability in store(NL) Price Minister (FR) - Up-sellfromshopping cart Internity (SP) – Interactive bundling12 © 2012 Deloitte The Netherlands
  14. 14. General merchandise: UK is strongest on extended features Recommendations DE IT - Mobile Commerce Globalization NL - SE - ES TR UK FR Social Networking Rich Content US Index Multi-Channel Support13 © 2012 Deloitte The Netherlands
  15. 15. Best practices in General merchandise Tesco (UK) – Rich content & Offers Debenhams (UK) – Mobile commerce14 © 2012 Deloitte The Netherlands
  16. 16. Are clicks outperforming (online) bricks?
  17. 17. Pure players versus Traditional retailers Country Pure play % Pure play more advanced in top 25 • Catalog & product search TR 58% • Payments NL 52% • Recommendations • Social UK 33% • Mobile FR 33% DE 31% Traditional retail (online) leading • Catalog & product search IT 25% • Extended features SE 21% • Social (DE) ES 13% • Mobile (FR) • Recommendations (UK)16 © 2012 Deloitte The Netherlands
  18. 18. WhataboutMobile?
  19. 19. Mobile commerce is most mature in UK and France General merchandise and Fashion have the most advanced adoption Consumer electronics falls behind in mobile capabilities Mobile barcode scanning Mobile store navigation Share with friendsLevel of mobile maturity Mobile site/app UK FR IT NL SP DE SE TR18 © 2012 Deloitte The Netherlands
  20. 20. Top performers in mobile per sector Consumer electronics Fashion General Merchandise FNAC Topshop Debenhams France UK UK Siba Zara Tesco Sweden Spain UK Mediaworld H&M Argos Italy NL UK Mobile site/ Mobile barcode Mobile store Share with app scanning navigation friends19 © 2012 Deloitte The Netherlands
  21. 21. Mobile best practice Topshop (UK) Browse catalog View products Remember your size Buy or check stock Social sharing Barcode scanning20 © 2012 Deloitte The Netherlands
  22. 22. State of Dutch e-retail
  23. 23. Netherlands – Current state versus European average + - Product search & Catalog Payment options Order tracking & shipping Socialnetworking Rich content (virtual models) Mobile commerce Recommendations Multi-channel + - Product search Multi-channel (keyword and feature search) (reserve online, pick up, ship to, Recommendations return items to stores Customer service + - Order tracking Productsearch&Catalog (detailed product content Rich content often with promotions) Mobile commerce22 © 2012 Deloitte The Netherlands
  24. 24. What to expect – US and UK trends arriving in Europe Content as asset Data analytics to drive experience to target customers 1234568 Multi- channel Digital in-store touchpoints Internationalisation23 © 2012 Deloitte The Netherlands
  25. 25. Deloitte refers to one or more of Deloitte Touche Tohmatsu Limited, a UK private company limited by guarantee, and its network of member firms,each of which is a legally separate and independent entity. Please see www.deloitte.com/about for a detailed description of the legal structure ofDeloitte Touche Tohmatsu Limited and its member firms.Deloitte provides audit, tax, consulting, and financial advisory services to public and private clients spanning multiple industries. With a globallyconnected network of member firms in more than 150 countries, Deloitte brings world-class capabilities and deep local expertise to help clientssucceed wherever they operate. Deloittes approximately 170,000 professionals are committed to becoming the standard of excellence.This publication contains general information only, and none of Deloitte Touche Tohmatsu Limited, its member firms, or their related entities(collectively, the “Deloitte Network”) is, by means of this publication, rendering professional advice or services. Before making any decision ortaking any action that may affect your finances or your business, you should consult a qualified professional adviser. No entity in the DeloitteNetwork shall be responsible for any loss whatsoever sustained by any person who relies on this publication. © 2012 Deloitte The Netherlands
  26. 26. Appendix: Benchmark model overviewStorefront User Product User Shopping Catalog management search experience cart Catalog Login, user Browse, sorting & Site performance, Product views, product profile, loyalty filtering, feature security & privacy, availability, backor content, comparis program search accessibility ders, wishlist onFulfilment Manage Shipping Shipping Customer Place orders Payments orders details &fulfilment service Order Shipping Payment Delivery summary, express Order tracking, options, shipping Call center, FAQ, types, billing appointments, checkout, gift order history date, co-browsing, chat options, coupons returns services tax calculationExtended features Recommen- Social Mobile Rich content Multi-channel Globalisation dations networking commerce Image Targeted Reserve online, Sharethis, Faceb Mobile app, store Localized content, search, virtual recommendations pick up in store, ook, Twitter, user navigation, multi currency, models, store , cross/up-sell return to store community barcode scanning regional sizes blogs25 © 2012 Deloitte The Netherlands

×