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 Read more…
Future of e-commerce? Stores, of course! Big media day yesterday covering the news that Amazon has debuted its checkout-free store concept in London. This is watershed moment for U.K. retail. Amazon is known for disrupting the status quo, raising customer Read more…
Knowing your customer is essential in the best of times. In a post-pandemic world, it will be the difference between survival and failure. I had the pleasure to work with Klarna on their latest report Clicks and Cliques: Understanding Modern Read more…
Natalie Berg joins Karl McKeever, MD of Visual Thinking, as co-host of The Retail Exchange‘s final podcast episode of the year. If you were trying to end this year by winning a prize for its greatest understatement, you could describe Read more…
What will shopping look like in 2021, 2025 and 2030? I had the pleasure of speaking to Raconteur for this annual supplement in The Times. Always an interesting read but especially this year given that we are in the middle Read more…
Ding dong, Avon calling! The direct selling channel is one of the few bright spots in retail right now. But how does a model that is based on human interaction adapt to today’s challenge of social distancing? This week, I Read more…
In my latest long read for Forbes, I explore how London’s green recovery will create opportunities for local retail: Across the UK, city streets are quietly undergoing radical transformation. Temporary cycle lanes have popped up, footways widened to enable social Read more…
What is the secret to Amazon’s success in a nutshell? A relentless dissatisfaction with the status quo. Love or loathe it, we have to credit Amazon for stamping out complacency in retail. Fast and free delivery, one-click shopping, user-generated reviews, checkout-free Read more…
Last night, I spoke to the BBC about the 12,000 job cuts announced in the UK this week. Retail will certainly not be spared: Harrods, an iconic brand but reliant on international visitors, and Arcadia, a retailer that has quite Read more…
As Britain’s ‘non-essential’ retailers prepare to reopen their doors in the coming weeks, one of the biggest challenges they face will be convincing shoppers to walk through the door. And, no, I don’t just mean from a safety perspective; I’m Read more…