In today’s InternetRetailing newsletter, we’re reporting as retailers show how a variety of business models are working well in for the customers that they serve.
Amazon is reaping fast, albeit slowing, growth as shoppers buy into its Alexa voice commerce model. H&M, meanwhile is also seeing sales grow fast online as it brings stores and digital closer together. In the UK, it points out, fast online growth has more than compensated for a slight decline in store sales, although the story is not the same in all its markets.
But at the same time The Range is embarking on a store opening programme to mark its 30th anniversary year. How can such different models succeed? We’d argue that it’s by focusing on the needs of their individual groups of shoppers that each retailer can best set its own strategy. These are all retailers working to their own strengths and customer demographics as they look to establish what will work for their business, and their customers.
It’s in that spirit that we report as N Brown Group says it’s investing in online merchandising through the use of new photography technology. Images are, after all, key in ensuring that shoppers are both inspired and informed about what they’re buying.
Today we also report as ScS looks for opportunities in an uncertain economic environment, although today it said it was no longer in talks to buy sofa.com. That uncertainty has already hit its business to some extent, through House of Fraser’s administration over the summer, and ScS’ subsequent decision to close its 27 concessions within that department store.
Today’s guest comment is a timely one. It comes from Rajnish Sharma of Teleperformance DIBS, UK & Europe, who makes the case for in-store customer service in an age of digital, citing the example of H&M in that argument.