Insights

Retail Leaders focus: top tips for customer retention

For most multi-channel retailers, the pandemic has given them a chance to build on their online conversations and engage with a cohort of new customers as well as increase purchase frequency from existing customers. But as physical stores begin to reopen in 2021,...

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How to rescue lapsing multi-channel retail customers

The secret to success for multi-channel retailers is keeping the customers they recruit. As the stats show, brands are much more likely to sell to existing customers (60-70%) than a new customer (>20%). Added to that, increasing retention by just 5% can boost...

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Customer loyalty programmes for multi channel retailers

Through our discussions with multi-channel retailers, we keep hearing the same buzzword for 2021 – customer loyalty. This could mean anything from a traditional monetary reward scheme to a loyalty programme geared towards engagement and brand awareness. Let’s take a...

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Mature customers to become cyber superstars in 2021

If retail figures from 2020 have shown us anything, it’s that older customers took to ecommerce in their droves during lockdown. In fact, almost half of over-65s (49%) have increased their purchase frequency. The 65+ age bracket is just as likely (43%) as the average...

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Predictions for 2021: the year of retention

As part of our recent end-of-year round-up on multi-channel marketing, we were fortunate to speak with 35 leading multi-channel retail brands, as well as three marketing experts, to discuss their predictions for 2021. Here’s what they have to say. With changing...

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2020 Learnings from Multi-Channel Retailers

Shortly before the close of 2020, 35 multi-channel retail leaders joined us in a lively discussion on the highs and lows of an extraordinary year in retail. We also welcomed our friends and channel experts Elliott Clayton from Conversant EU, Luke Jonas from Nest...

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Forecasting for retail growth in Spring 21

With the second lockdown and the end of the Brexit transition period only adding to the disruption of 2020, it’s been interesting to talk to multi-channel retailers about their current confidence levels as we look ahead to 2021. We asked 20 UK brands how they are...

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Nov 2020: The impact of Brexit on multi-channel retailers

Even for those who have done their utmost to prepare for Spring/Summer 2021, the impact that Brexit might have on their business is becoming a real concern for many. In its latest report on the preparedness of the UK border as we leave the European Union, the National...

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