{"id":26881,"date":"2021-01-21T16:08:37","date_gmt":"2021-01-21T16:08:37","guid":{"rendered":"https:\/\/thedotsociety.be\/2023\/\/2021\/01\/21\/e-commerce-expectations-of-the-belgian-online-customer\/"},"modified":"2024-01-30T13:53:41","modified_gmt":"2024-01-30T13:53:41","slug":"e-commerce-expectations-of-the-belgian-online-customer","status":"publish","type":"post","link":"https:\/\/thedotsociety.be\/en\/e-commerce-expectations-of-the-belgian-online-customer\/","title":{"rendered":"E-commerce expectations of the Belgian online customer"},"content":{"rendered":"<div id='av_section_1'  class='avia-section av-jtwvlqm2-3a7d2b78bb86f25086aef43f937e556d main_color avia-section-small avia-no-border-styling  avia-builder-el-0  avia-builder-el-no-sibling  avia-bg-style-scroll  av-minimum-height av-minimum-height-100  container_wrap fullsize'   data-av_minimum_height_pc='100'><div class='container av-section-cont-open' ><main  role=\"main\" itemprop=\"mainContentOfPage\"  class='template-page content  av-content-full alpha units'><div class='post-entry post-entry-type-page post-entry-26881'><div class='entry-content-wrapper clearfix'>\n<div class='flex_column_table av-etxyk9-35f8c561d79547a7f7cd37d743325858 sc-av_one_fourth av-equal-height-column-flextable'>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-etxyk9-35f8c561d79547a7f7cd37d743325858\">\n.flex_column.av-etxyk9-35f8c561d79547a7f7cd37d743325858{\nborder-radius:0px 0px 0px 0px;\n-webkit-border-radius:0px 0px 0px 0px;\n-moz-border-radius:0px 0px 0px 0px;\n}\n<\/style>\n<div class='flex_column av-etxyk9-35f8c561d79547a7f7cd37d743325858 av_one_fourth  avia-builder-el-1  el_before_av_one_half  avia-builder-el-first  beneden first flex_column_table_cell av-equal-height-column av-align-bottom av-zero-column-padding '   ><\/div><div class='av-flex-placeholder'><\/div>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-3d2t061-4492d517ecf1866d3d172f15dfacb683\">\n.flex_column.av-3d2t061-4492d517ecf1866d3d172f15dfacb683{\nborder-radius:0px 0px 0px 0px;\n-webkit-border-radius:0px 0px 0px 0px;\n-moz-border-radius:0px 0px 0px 0px;\n}\n<\/style>\n<div class='flex_column av-3d2t061-4492d517ecf1866d3d172f15dfacb683 av_one_half  avia-builder-el-2  el_after_av_one_fourth  el_before_av_hr  flex_column_table_cell av-equal-height-column av-align-bottom av-zero-column-padding '   ><p><section  class='av_textblock_section av-ju1b8xks-9df22c7114583b6af05721e0b7342833 '  itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock '  itemprop=\"text\" ><p><span style=\"font-weight: 400;\">E-commerce is one of the most dynamic and fastest-growing markets in the world. Sales in Europe are increasing by 6.7% annually. In 2019, the Belgian e-commerce market was worth EUR 11.5 billion. Offline shops are experiencing hard times and those that apply an omnichannel strategy will survive. However, this is creating more competition in the online landscape. Large international players dominate the market and pamper consumers with a service that always puts the customer first. Consumers have therefore become accustomed to delivery &#8220;when and where&#8221; they want it. In addition, the coronavirus caused quite a stir in 2020. Consumers started ordering online en masse. What are the developments in e-commerce and logistics? We have identified many opportunities to increase your results, as long as you are smart about your shipping and return policies.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Belgian shoppers order products online on average <\/span><b>one and a half times a month<\/b><span style=\"font-weight: 400;\"> and usually spend between \u20ac11.00 and \u20ac50.00. Looking at all online orders, <\/span><b>Belgians spend almost twice as much as other Europeans. <\/b><span style=\"font-weight: 400;\">There are even consumers who spend up to \u20ac5000 on an online order. <\/span><\/p>\n<div id=\"attachment_22161\" style=\"width: 310px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" aria-describedby=\"caption-attachment-22161\" class=\"wp-image-22161 size-medium\" src=\"https:\/\/thedotsociety.be\/wp-content\/uploads\/2021\/12\/Schermafbeelding-2021-01-21-om-16.50.55-300x171.png\" alt=\"\" width=\"300\" height=\"171\" \/><p id=\"caption-attachment-22161\" class=\"wp-caption-text\">Source: Sendcloud: ecommerce delivery compass<\/p><\/div>\n<p><b>Key insights<\/b><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">Shipping costs determine success<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">More than a third of Belgians are not prepared to pay extra for shipping. Not even for faster delivery. In addition, more than half of them say they will leave a shopping basket if the shipping costs in the checkout are higher than expected. However, most shoppers in the Netherlands are prepared to add extra products to an order to get free shipping. This also applies to European consumers, but they are slightly more inclined to pay extra shipping costs. The good news is that, on average, <\/span><b>66% of Belgian online shoppers are willing to add an extra product to their order to reach the threshold<\/b><span style=\"font-weight: 400;\"> for free delivery.\u00a0<\/span><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">Speed is less important than cost\u00a0<\/span><\/li>\n<\/ul>\n<p><b>Standard delivery takes around three days<\/b><span style=\"font-weight: 400;\"> in the eyes of the Belgian consumer, which is an average expectation compared to consumers in other countries. Belgians expect next-day delivery to take place until 5 pm. The most important aspects of delivery are the cost of delivery, speed and a good experience with the carrier. <\/span><\/p>\n<div id=\"attachment_22176\" style=\"width: 310px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" aria-describedby=\"caption-attachment-22176\" class=\"wp-image-22176 size-medium\" src=\"https:\/\/thedotsociety.be\/wp-content\/uploads\/2021\/12\/Schermafbeelding-2021-01-21-om-17.06.43-300x100.png\" alt=\"\" width=\"300\" height=\"100\" \/><p id=\"caption-attachment-22176\" class=\"wp-caption-text\">Source: Sendcloud Ecommerce Delivery Compass<\/p><\/div>\n<ul>\n<li><span style=\"font-weight: 400;\">Return policy<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Online retailers are looking for smart ways to handle returns. However, it is important to offer a clear and customer-friendly return policy. More than half of Belgian shoppers check the return policy before deciding to order. This also applies to other European consumers.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">What can\u2019t be missed in the return policy?\u00a0<\/span><\/p>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">What are the extra costs?\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">When will the money be refunded<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">A detailed explanation of the return policy<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Return period<\/span><\/li>\n<\/ol>\n<ul>\n<li><span style=\"font-weight: 400;\">Cross-border e-commerce is popular\u00a0<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">No less than 75% of Belgian consumers have ordered from an international webshop in the past year. This percentage is considerably higher than in the rest of Europe and takes away part of the turnover for Belgian online retailers. A possible explanation is that the Netherlands has a large number of domestic webshops, which reduces the need to order from abroad. If you are going to expand your shop internationally, it is important to understand the habits of consumers. Knowing their reasons for not ordering internationally can give you a competitive advantage.<\/span><\/p>\n<div id=\"attachment_22169\" style=\"width: 310px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" aria-describedby=\"caption-attachment-22169\" class=\"wp-image-22169 size-medium\" src=\"https:\/\/thedotsociety.be\/wp-content\/uploads\/2021\/12\/Schermafbeelding-2021-01-21-om-16.57.11-300x94.png\" alt=\"\" width=\"300\" height=\"94\" \/><p id=\"caption-attachment-22169\" class=\"wp-caption-text\">Source: Sendcloud: ecommerce delivery compass<\/p><\/div>\n<p><strong>Key tips to keep your customers happy:\u00a0<\/strong><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Offer dynamic shipping costs<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Offer multiple delivery options as well as express delivery<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Combine carriers<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Keep your customers proactively informed about the status of his package with tracking and e-mail<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Take a critical look at your return policy<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Care for the environment: Green delivery is becoming more important. Consumers are concerned but not yet conscious about green delivery and do not like to pay extra for it. Be one of the first to respond and do not use unnecessarily large packaging. Make sure that packaging is reusable and work with recyclable material.<\/span><\/li>\n<\/ul>\n<\/div><\/section><br \/>\n<div  class='hr av-uvr6iv-6da1a53ea5b4ac225445380fb98b4d88 hr-default  avia-builder-el-4  el_after_av_textblock  el_before_av_social_share  '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div><br \/>\n<div  class='av-social-sharing-box av-ju1btkev-976ec82477ebae4d8c53e4340b8bec8c av-social-sharing-box-minimal  avia-builder-el-5  el_after_av_hr  avia-builder-el-last  av-social-sharing-box-fullwidth '><div class=\"av-share-box\"><h5 class='av-share-link-description av-no-toc '>Deel dit artikel<\/h5><ul class=\"av-share-box-list noLightbox\"><li class='av-share-link av-social-link-facebook' ><a target=\"_blank\" aria-label=\"Share on Facebook\" href=\"https:\/\/www.facebook.com\/sharer.php?u=https:\/\/thedotsociety.be\/en\/e-commerce-expectations-of-the-belgian-online-customer\/&amp;t=E-commerce%20expectations%20of%20the%20Belgian%20online%20customer\" aria-hidden=\"false\" data-av_icon=\"\ue8f3\" data-av_iconfont=\"entypo-fontello\" title=\"\" data-avia-related-tooltip=\"Share on Facebook\" rel=\"noopener\"><span class='avia_hidden_link_text'>Share on Facebook<\/span><\/a><\/li><li class='av-share-link av-social-link-twitter' ><a target=\"_blank\" aria-label=\"Share on Twitter\" href=\"https:\/\/twitter.com\/share?text=E-commerce%20expectations%20of%20the%20Belgian%20online%20customer&amp;url=https:\/\/thedotsociety.be\/en\/?p=26881\" aria-hidden=\"false\" data-av_icon=\"\ue8f1\" data-av_iconfont=\"entypo-fontello\" title=\"\" data-avia-related-tooltip=\"Share on Twitter\" rel=\"noopener\"><span class='avia_hidden_link_text'>Share on Twitter<\/span><\/a><\/li><li class='av-share-link av-social-link-pinterest' ><a target=\"_blank\" aria-label=\"Share on Pinterest\" href=\"https:\/\/pinterest.com\/pin\/create\/button\/?url=https%3A%2F%2Fthedotsociety.be%2Fen%2Fe-commerce-expectations-of-the-belgian-online-customer%2F&amp;description=E-commerce%20expectations%20of%20the%20Belgian%20online%20customer&amp;media=https%3A%2F%2Fthedotsociety.be%2Fwp-content%2Fuploads%2F2021%2F01%2FEngels-44-705x385.png\" aria-hidden=\"false\" data-av_icon=\"\ue8f8\" data-av_iconfont=\"entypo-fontello\" title=\"\" data-avia-related-tooltip=\"Share on Pinterest\" rel=\"noopener\"><span class='avia_hidden_link_text'>Share on Pinterest<\/span><\/a><\/li><li class='av-share-link av-social-link-linkedin' ><a target=\"_blank\" aria-label=\"Share on LinkedIn\" href=\"https:\/\/linkedin.com\/shareArticle?mini=true&amp;title=E-commerce%20expectations%20of%20the%20Belgian%20online%20customer&amp;url=https:\/\/thedotsociety.be\/en\/e-commerce-expectations-of-the-belgian-online-customer\/\" aria-hidden=\"false\" data-av_icon=\"\ue8fc\" data-av_iconfont=\"entypo-fontello\" title=\"\" data-avia-related-tooltip=\"Share on LinkedIn\" rel=\"noopener\"><span class='avia_hidden_link_text'>Share on LinkedIn<\/span><\/a><\/li><li class='av-share-link av-social-link-mail' ><a  aria-label=\"Share by Mail\" href='mailto:?subject=E-commerce%20expectations%20of%20the%20Belgian%20online%20customer&#038;body=https:\/\/thedotsociety.be\/en\/e-commerce-expectations-of-the-belgian-online-customer\/' aria-hidden='false' data-av_icon='\ue805' data-av_iconfont='entypo-fontello' title='' data-avia-related-tooltip='Share by Mail'><span class='avia_hidden_link_text'>Share by Mail<\/span><\/a><\/li><\/ul><\/div><\/div><\/p><\/div><\/div><!--close column table wrapper. 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