Posts tagged with Multichannel

Multichannel accounts for 43% of Argos sales

Argos is showing other multichannel retailers how it's done, with its multichannel sales reaching £1.9bn in the last financial year. 

According to the company's results (pdf), multichannel accounted for 43% of Argos' sales, and justifies the company's investment in services such as reserve and collect. 

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Q&A: David Buckingham on Nectar and Yahoo's ad targeting scheme

Yahoo recently announced a partnership with Nectar for Consumer Connect, a program which aims to use offline purchase data to target online advertising more effectively. 

David Buckingham is Commercial Director at Loyalty Management Group, the company which runs the Nectar card scheme. I've been talking to David about how the scheme works, and how he hopes that it will convince more FMCG brands to advertise online. 

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Are UK retailers interested in mobile commerce?

While plenty of US retailers have mobile commerce sites or apps, it seems those in the UK have been slower to move into mobile. 

I covered this topic last year, and could only think of three m-commerce sites in the UK, two of which were Amazon and eBay. There are now a few more, but a lot of big names are yet to move into mobile commerce.

Strong growth is predicted for the mobile commerce market, and there are plenty of reasons why a mobile commerce site (or app) can benefit retailers. I've been listing the UK retailers with a mobile presence... 

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78% of shoppers use multiple channels to make a purchase

Customers are increasingly switching between channels when researching and making purchases, with the vast majority using at least two in their purchase decisions. 

This is one of the findings of an ATG Cross-Channel Commerce study (registration required), which surveyed 1,054 US consumers... 

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Which retailers have multichannel returns policies?

A recent survey from the Department for Business, Innovation and Skills (BIS) found that more than 60% of shoppers are less likely to return goods bought online. 

This is partly due to a lack of awareness from consumers about their rights when shopping online, but could also be the fault of retailers and their returns policies. 

This is an area where multichannel retailers can do a lot to reassure customers about buying online by allowing in-store returns, so which retailers are doing this? 

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Q&A: Jennifer Day on the new Endsleigh website

Insurance firm Endsleigh recently launched a completely new website, aiming to attract and service more customers online. This is part of a wider decision which involved the closure of its branches. 

I've been talking to Jennifer Day, Online Sales Performance Manager at Endsleigh, about the company's online strategy, keeping insurance applications usable, and its approach to multichannel marketing... 

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Are multichannel retailers providing a better customer experience?

A new study of online retailers in the UK suggests that, thanks to the ability to offer a 'seamless and consistent' customer experience both online and offline, multichannel retailers have the edge over pure plays. 

In the eDigital Research Benchmark study, which used mystery shoppers to look at 58 UK e-commerce sites, found that multichannel retailers dominate the top 20, with only three spots occupied by pure plays. 

So why is this? 

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Multichannel retailers need multichannel returns policies

Customers shopping from multichannel retailers will naturally expect that they can return their purchases to their local store. After all, it's all the same company, isn't it? 

It turns out that some companies are multichannel in name only. These are multichannel brands that sell and - theoretically - service customers and prospects across multiple channels, but all too often they are not joined up. The left hand doesn't have a clue what the right one is doing, and seemingly doesn't want to.

For example, some multichannel retailers don't cater for returns in a sensible way, and they run the risk of losing customers and repeat business as a result...

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The “unbundling” of the shopping experience across channels: implications for retailers

Do you remember when “unbundling” hit the travel sector? Popularised, maybe even invented, by the likes of Expedia and lastminute.com, the internet allowed customers to create their own ‘custom’ travel experience by breaking down the components, like flights, hotels, car hire and so on, into discrete elements which the customer then configured. 

I think the same is happening to the retail shopping experience. And, if I’m right, there are some very considerable implications for retailers and those that play in the retail chain.

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Retailers risk losing customers between channels

A new report suggests that multichannel retailers need to integrate their offline and online inventory more closely to avoid losing sales as customers switch between channels.

According to the Multichannel Retail Report from GSI Commerce, if customers can't find an item instore and decide to look for it online, 69% would compare prices across other websites, meaning that risk losing potential sales to rivals.

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Zara releases a pointless iPhone app

Fashion retailer Zara released an iPhone app recently, which falls well short of what a retailer could achieve with an iPhone app, in terms of promoting products and providing useful information for users.

The app offers a few pictures of its clothing range and new arrivals, but little else. Having looked at the app, I do wonder why they have bothered at all...

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21 e-commerce experts interviewed

We've interviewed nearly 100 industry experts this year on various topics, from affiliate marketing to web analytics.

I've gathered together our interviews on the subject of e-commerce in 2009, all 21 of them...

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