Global Retail

The omni-channel strategy in the Global Retail organization led again to strong growth. The premium shopping experience in our own brick-and-mortar shops and online channels strengthens our customers’ loyalty in the long term. On this basis, the Global Retail organization recorded impressive overall organic growth of 16.5% in all markets and thus exceeded the Group’s growth, as in previous years. In addition, our retail trade presence plays a key role in continuously nurturing our brand equity.

The Global Retail organization shares its expertise in the area of direct sales with all subsidiaries, exploits synergy effects, and ensures a uniform appearance and premium shopping experience across all its own channels.

Lindt & Sprüngli currently operates around 520 of its own Lindt, Ghirardelli, and Russell Stover chocolate shops in 24 countries. In the reporting year, we expanded our shop network, particularly in Japan, Brazil, and Europe. In addition, there are 24 e-shops. A major theme that unites both online and offline channels is the consumer’s need for a wide range of gift options with the choice of personalization. Visitors to a Lindt Chocolate Shop are looking for something special. Frequently, this might be gift packaging, from a small, personal gesture to a large, impressive gift for a special occasion. Shoppers are increasingly interested in packaging that can be filled individually with chocolate according to the recipient’s taste – this is the first form of personalization. Personal greetings on gift ribbons also underline the individuality of the gift. This abundance of offers means that consumers think of Lindt, Ghirardelli, and Russell Stover shops all year round and not only at Easter and Christmas when they want to give their loved ones a sweet treat.

The online offering meets the needs of consumers who appreciate buying their favorite Lindt chocolate from the comfort of their own homes at any time of the day. In addition, the standardized technology platform and the cross-market Global Retail team enable the Group to target the needs of consumers even more precisely than before. To meet our online growth ambitions, the “Lindt Digital Studios” plays an essential role. This global hub for digital services supports markets in launching online activations at speed and high quality. As a result, our online markets continued to grow in double digits, in contrast to the market trend of a cooling down after the Covid online boom.

The “MyLindt” loyalty program, which is valid both online and offline, is the next logical step. This takes the Lindt shopping experience to the next level, as we can expand our customer focus with a high degree of accuracy using first-party data analysis. The program was first rolled out in Germany in 2022 as a pilot project, with the UK added as a second market in the reporting year. Consumers benefit not only from price savings but also from exclusive offers and events for members. The loyalty program, continued store expansion, and the digitalization of processes will enable us to continue the successful growth of the Global Retail organization in the coming years.