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With online becoming an integral part of retail, and pureplay competition rife, investing in the right digital capabilities is crucial for success. Nowhere is this truer than for department stores, a sector that relies heavily on footfall.
The health and beauty sector has performed resiliently in the face of increasingly difficult trading conditions over the past few years.
The emergence of online home and DIY retailers opening stores, such as Loaf and Made.com, demonstrates the importance that cross-channel experiences can have in the customer journey.
In the general merchandise sector, there is a pronounced dichotomy between retailers with digitally advanced offers and more traditional ones at that rely on bricks-and-mortar stores.
The clothing sector has taken a battering in recent years. Profit margins have come under pressure as retailers continue to be hit by currency volatility and continuous discounting, while sales are falling for many as customer loyalty diminishes.
The grocery market has faced massive structural shifts over the past decade, and the pace of change is only likely to increase as shopping habits continue to evolve and margins are squeezed by intense competition and rising costs.
Pureplay retailers have largely outshone their multichannel competitors as the digital evolution of the customer journey has advanced. Find out why in this analysis from Retail Week Indicator.
We scored retailers across loyalty, user-generated content, social media presence, paid and natural search, product accessibility, retargeting and email marketing.
We reviewed delivery and return propositions, from standard delivery through to one-hour delivery, as well as retailers’ customer service offers.
We considered how well-connected retailers are across online and offline, from in-store Wi-Fi and click-and-collect, to geo-location and a single view of stock.
We looked at user experience across desktop and mobile, starting from search through to download speed, to product content, personalisation and checkout.
Financial performance was evaluated over a three-year period to assess whether a retailer’s investment efforts have shown through in trading.
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