In search of happy customers

Every retailer wants loyal, happy customers. You could say it’s the ‘holy grail’ of retailing. What retailers have long known by instinct is borne out by research, which shows that happy, loyal shoppers benefit the bottom line in two ways. Research report: Great Omnichannel Expectations…

Achieving Omnichannel Synergy

Synergy is defined as “the interaction or co-operation of two or more agents to produce a combined effect greater than the sum of their parts”. You see it in great teams, where by working together they can achieve more than they would have done by…

The omnichannel ecosystem

Today’s consumers shop via multiple channels. You probably wouldn’t hear them describe it like that, they just see it as what they do. It is normal, they don’t do it consciously, they don’t think of the alternatives. For example, Jenny wants to make a special…

3 things ANZ shoppers want from connected retail

We’re well and truly moving into the world of connected retail. By that I mean that many retailers have multiple channels, or different ways that shoppers can buy, and those channels are increasingly becoming integrated and linked. It is connected retail enables multi-channel transactions such as Click…

Why BOPIS is making stores fashionable again

It seems the debate about the future of stores has well and truly moved away from questioning their future existence to focus on how stores need to function in a multichannel retailing world. This shift over the last couple of years is hugely welcome because…