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EDITORIAL How retailers are making it easier for shoppers to buy in the most convenient way

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In today’s InternetRetailing newsletter we’re reporting on how retailers are continuing to make it easier for shoppers to buy in the way that best suits them.

M&S is introducing self-service click and collect and returns to its stores as it looks to remove friction from the customer journey. The retailer says the new machines will make collection faster. That’s important since this is the way that most of its online shoppers now take delivery of their orders. Returns, too, will be speeded up as a result of the changes. 

LK Bennett, meanwhile, is enabling shoppers to rent clothes for its range through its new LK Borrowed website. The fashion brand says this provides a more accessible and an environmentally friendly way of enabling more customers to explore its range. 

And eBay is now offering to handle fulfilment for UK sellers, via its Orange Connex distribution partner. The marketplace says it’s now enabling sellers to outsource fulfilment in response to demand from both customers and sellers. Customers want to buy more online, while sellers are keen to have the support at a time when volumes are growing quickly. 

Today we also report as Games Workshop shows how it’s prospered as digital sales and engagement expanded over the last year, but how the physical aspects of its business have been hampered by Covid-19 and by Brexit. The retailer says it has refunded £1.2m for orders that were destined for the EU. Nonetheless, its sales and profitability has continued to grow. 

The latest figures from Sephora and Louis Vuitton owner, LMVH, show a strong first half, thanks again to online growth, and despite store closures. There’s clearly been a continuing appetite for luxury goods, however shoppers choose to buy. 

In today’s guest comment, Sarah Clewlow of Asendia UK says cross-border ecommerce must meet local customer expectations. 

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