The Lumina Intelligence UK Wholesale Online Report 2023 is a deep dive into the latest data of the online channel across retail & foodservice wholesale, covering all aspects from how customers are ordering to significant new technology that is influencing the customer journey and purchasing decisions.
This report aims to help wholesalers and suppliers plan their e-commerce strategy for 2024, assess how key performance indicators for the channel have changed over time and identify the most effective touchpoints to engage with foodservice and retail customers across both web and app shopping journeys. It also showcases relevant best-in-class wholesale online case studies and highlights opportunities for companies on how to position themselves in the wholesale online landscape.
With this report covering a breadth of information I have attached the executive summary highlighting findings for the report and how it can be used by clients as well as key messages below.
Wholesale online landscape
Cost of business pressure
Pricing challenges for retail players
Eating out businesses challenged by rising costs
Website utilisation to support customers
Company offers best in class for foodservice support
Wholesale market: operator opportunities
Wholesale market: operator challenges
Online purchasing and the route to the wholesale market
Ecommerce benefits: suppliers and wholesalers
Operators moving online
Around the clock order capabilities
Retail shops and frequency
Rising costs and promotions
Company using website to communicate retail solutions
Company supporting customers through promotions and advice
Key trends in wholesale online market
Disrupting the online journey
Foodservice operators increasingly using desktop
Media top tips for desktop and app activation
“unlocking” websites removes barriers to converting prospects
Company rolled out “Browse Store” to boost the visibility of its customers
Company allowing non-customers to access platforms
The most important device to secure advertising and disrupt shoppers
Market footfall rates
Operators target needs
Desktop and mobile activities peak times
Business platform with the ability to boost orders at peak times
Company boosts digital engagement with WhatsApp
Company launches first supplier-funded b2b channel to boost promotional messaging
Retail media activation
Digital personalised advertisements via WhatsApp
Company utilising WhatsApp for advertising and personalisation
Case study: the use of WhatsApp for business
Retailers building their baskets earlier in the day in 2023
Mobile activity peaks after trading hours
A/B testing as a tool
Ideas of split testing from online use cases
Companies join forces for split testing to win online
Split tests impacts on the sector
Price-marks and value perception for retailers
Most preferred categories in PMPs
The brands among suppliers offering PMPs solutions to retailers
Customer engagement boosters
B2B communication based on target audience
Opportunity to boost online sales and engagement
Personalisation is key to add value and boost loyalty
5 seasonal marketing strategies
Seasonal marketing campaigns
Company launching a creative online advent calendar
Elevating B2B digital marketing through sustainability
Sustainable marketing matters in 2023 and beyond
Brands embracing environmental consciousness
Energy advice and net zero plans to support the wholesale sector
Boosting efficiencies
Few frustrations when shopping through digital platforms
Ease and speed of online platforms holds back retailers
Search usage has seen an increase year-on-year
Improvements are needed in the search function as search exists and page views increase
Top foodservice search terms
New entrant into the top 15 search terms
Dietary requirements solutions
Brand supports customers with dedicated guide for food alternatives
Retailers use brand names when searching for products
Open banking as a flexible way for customers to pay
Qr codes can boost uptake through online banking
The power of b2b open banking
Case study: b2b store open banking solution success
Q&A with Aled Roberts, Director of R&I Jones
Wholesalers reaping the rewards from launching open banking
Open banking and opportunities for suppliers
Top 10 influential people in ecommerce
Mick Dudley, Chief Technology Officer, JJ Foodservice ​
Leon French, Customer Marketing Director, Brakes​
Kate Sillars, Head of Commercial Growth Initiatives UK, Bidfood​
Jamil Mohammed, Group Digital Director, Booker Wholesale (Tesco Group)
Claire Chin, Digital E-Commerce Manager, Bestway Wholesale​
Lotte Tregear, Category and E-Commerce Director, Red Bull​
Phill Jaremczenko-Dye, Head of Online Emerging Channels UK, Mars Wrigley​
Rob Mannion, Founder and Chief Execution Officer, b2b.store
Yulia Petitt, Head Of Commercial And Marketing, Sugro UK​
Tim Martin-Harvey, Head Of E-commerce Millenium Group​
The Industry Voice on Wholesale Ecommerce​
Trend summary: focus and investment areas​
Trend summary: focus and investment areas split by wholesalers and suppliers​
Frictionless functionality as a customer expectation​
Tailored offerings expected to be commonplace​
Young consumers changing the landscape of the wholesale market
JJ Foodservice is investing into Tik Tok collaborations​
Wholesalers are embracing hybris models to add value​
Wholesalers are recognising the opportunities of artificial intelligence and social media​
Wholesalers seeking to make data driven decisions
Wholesalers and suppliers seeking collaboration and strategic partnerships​
Mutual benefits of data sharing​
Optimising and adapting the online opportunity
Future Outlook​
Economic indicators are forecast to stabilise from 2024​
Business leaders across the grocery retail and eating out market are describing current trading environments as challenging ​
Grocery retail business leaders expect challenging trading conditions to continue
Eating out market business leaders are relatively optimistic about trading conditions in 2024​
Sustainability and digitalisation future business priorities​
Main focus for building customer loyalty and generating revenue ​
Company set to launch artificial intelligence-powered ordering assistant​
Eating out market business leaders are relatively optimistic about trading conditions in 2024​
Sustainability and digitalisation future business priorities​
​Focus for building customer loyalty and generating revenue ​
Company set to launch artificial intelligence-powered ordering assistant​
Lumina Intelligence forecasts five key trends to shape the future of ecommerce​
b2b.store
The main source of data in this report comes from utilising data from b2b.store.
Data is streamed from b2b.store’s online platforms across 15 UK wholesalers’ websites and apps that cater foodservice and retail operators.
2022-2023
Wholesale Index Solution
Lumina Intelligence’s Wholesale Index Solution looks to benchmark specific wholesale performances in the eyes of retail and foodservice customers on a variety of areas.
2020-2023
Bespoke Retailer Wholesale Study
Lumina Intelligence undertook a bespoke survey via telephone interviews with over 400 retailers, investigating their attitudes and behaviours about and within the wholesale channel.
May 2023
Bespoke data collection from suppliers and wholesalers
Lumina Intelligence shared an online questionnaire with a small sample of suppliers and wholesalers to understand their ecommerce plans.
Business Leaders: Top of Mind Questionnaire
Lumina Intelligence Top of Mind business leaders survey is an online questionnaire targeted at industry professionals across the eating out and grocery retail markets, focused on understanding the current trading environment, challenges and growth opportunities (August 2023).
