Many retailers saw a spike in sales during the lockdowns, with new customers and high response rates. But as consumers started to return to physical stores, this left a wave of lapsing customers to re-engage with. Therefore, given the unprecedented events of the last...
Brexit has inevitably made the world of multi-channel retail more complex in a number of ways, not least shipping from the UK to the EU. From the 1 July 2021, the EU has introduced changes to how VAT is collected. This will have a big impact on UK-based...
In our last Retail Leaders Forum, our Insight Director, David Lockwood, shared Tapestry’s guidelines on how multi-channel retailers can build a fractional attribution model to have a deeper understanding of marketing channel performance for more efficient budgeting...
Measuring channel performance can be tricky. In the digital age, there are multiple touchpoints involved in making a sale, and these are interconnected in complicated ways. Social channels such as TikTok, Facebook, Instagram, and Pinterest are mixed with channels such...
As multi-channel retailers face a second unpredictable Autumn/Winter season, with uncertainty around when (and if) shopping habits might return to “normal”, it can be hard to know how best to plan. The latest IMRG figures show that retail has grown year-on-year by a...
In our latest Retail Leaders Forum, we asked multi-channel retailers to share their customer acquisition highlights from what has been a turbulent 12 months to say the least. Here’s what they had to say. Direct mail is a direct success Direct mail is traditionally...
As any multi-channel retailer will know, customer acquisition is not about recruiting any customer at any cost. Long-term profitability comes from recruits that have the potential to become loyal high-value customers. However, customer acquisition trends have changed...
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,...
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...
As we begin to move on from the events of 2020, there is one topic that is once again taking centre stage: sustainability. In fact if anything, McKinsey argues that “engagement in sustainability has deepened during the crisis”. Although this is especially apparent...
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...
In our last post, we talked about the implications of major players such as Apple, Mozilla, Microsoft, Amazon and Google switching off third-party cookies. With the help of data protection and marketing expert, Julia Porter from Data Protection Network, let’s now...
