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EDITORIAL How retailers from Kingfisher and M&S to Iceland and ScS are investing in the customer experience

Retailers are putting the customer experience first. Image: Fotolia

In today’s InternetRetailing newsletter, we’re reporting as more retail jobs are put at risk, both at Amazon and at New Look. New Look is looking to cut jobs as it reshapes its head office around the demands of its omnichannel strategy. Amazon chief executive Andy Jassy, who announced that 9,000 more jobs would go across the retail giant’s global workforce, said that having expanded in recent years – during the pandemic years of high customer demand – it was now responding to economic uncertainty by reshaping as a leaner business while continuing to invest in the customer experience.

There are plenty of examples of that kind of investment this week, from Iceland’s new partnership with Just Eat for rapid grocery delivery from an initial 200 stores, to M&S’ brand strategy that is helping it win more customers online and in-store.

B&Q and Screwfix parent company Kingfisher is looking to marketplaces and multichannel services as it targets making 25% of its sales online. The update comes as the DIY business reports full-year sales. ScS, reporting half-year results today, sets out how it’s engaging with shoppers through digital channels while testing new technology and new ideas in concept stores.

This level of attention to detail is important at a time when customers are easily able to choose another retailer or brand instead. A new study from Emarsys suggests that a significant minority of customers are rejecting both the cost of shopping and the cost of returns as they do just that. Meanwhile, we report today as changes to Tesco Clubcard vouchers attract ire from customers

Working out how to get it right for customers while staying profitable will be important for multichannel retail strategies in the coming months. Today we’re reporting as the John Lewis Partnership considers how it might change the mutual nature of its business in order to win new outside investment. 

In today’s guest comment, Scott Logie of Sagacity and the DMA has a step-by-step guide to personalisation.

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