Let’s talk returns. The industry’s perennial problem has been exacerbated by the pandemic and retailers can no longer afford to avoid the post-purchase experience. In this latest report with Klarna, Rethinking Returns: From Returns to Retention, we explore the power of returns as a customer acquisition and retention tool, and Read more…
The final whitepaper in our series with Red Ant explores how bricks & mortar stores must evolve to become genuine hubs for fulfilment. The most successful retailers today are those that view their stores as assets not liabilities. As contradictory as it may sound, they understand that the key to growing Read more…
To be relevant in retail today, you have to acknowledge that stores are no longer purely about selling. I believe most high street retailers are on board with this concept, but few are comfortable implementing it. And that’s because for decades, we as an industry have obsessed over metrics such Read more…
Is this the future of the high street? According to Next’s CEO Lord Simon Wolfson, a partnership with Amazon is one of the ways they can stay “relevant” to shoppers. And I have to agree. In the UK, Amazon is the 5th largest retailer. Nearly 20% of retail sales now Read more…
