The Online Shopper’s Journey – Are you maximising opportunities at every stage?

A recent report analysed 200 multichannel retailers across nine sectors, including fashion, health and beauty, home and furniture, arts and crafts and more. This report set out to determine how these retailers scored across the five identified stages of the customer journey:

  1. Browsing
  2. Consideration
  3. Buying
  4. Collection/Delivery
  5. Returns

In this blog we’ll take a look at the latest trends and technologies and how they are being used by retailers to maximise opportunities at each phase of the buying process.

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Why multi-store shouldn’t mean disparate systems

Retailers who have multiple outlets and sales channels know that there significant economies of scale to be gained from expanding a successful business across multiple locations. As any franchisor and they’ll tell you, once you have discovered a recipe for success, you can replicate it almost anywhere. You can pool your resources, centralise purchasing and distribution and just about every other business function you can think of. However, one vital component which is often overlooked as a business begins to expand is the retail management system.

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How To Win Customers Over – Key components of exceptional customer service

As retail continues to recover in post-pandemic Britain, competition is fierce so it’s more important than ever that you offer the highest level of customer service, both online and in-store. Service is the single most important differentiator after price and product availability, but it’s also the easiest to get wrong.

You may think your customer service is already top notch, or that there’s little which you can improve upon, however we hope this blog offers some food for thought in areas which you many not have previously considered. Here are our top tips on how to keep your existing customers coming back for more, while also winning new business away from your competitors.

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5 trends every ambitious retailer should be aware of in 2022

The last couple of years have offered unprecedented disruption to all aspects of retail, but have also presented extraordinary opportunities for those agile enough to turn on a sixpence. While we can’t see into the future, we can be certain that the economy is on the up and those who make the most of this growth will be in the strongest position.

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