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IREU Top500 The Customer Report: 2018

IREU Top500 The Customer Report: 2018

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One in 10 Majestic Wines sales now online

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One in 10 (10%) of Majestic Wines’ UK retail sales are now online, following in a year in which the wine merchant’s ecommerce sales grew by 7.8%.

The company said it processed 190,000 orders during the 53 weeks to April 2, up from 175,000 in the previous year. Each was worth an average £144, 1.4% more than in the previous year.

“We recognise that the web is an environment which is continually changing with customer expectations that are rapidly evolving,” said chief executive Steve Lewis (pictured). “We are constantly innovating to enhance our customer's experience and bring the Majestic in-store values online.”

Since the year-end the company has launched its mobile-optimised website, which has resulted in, said Lewis, “an improved conversion of visitor traffic to sales. “

In the full financial year, innovations included a move to enable customers to share their discoveries through social media. An overhaul of its system of customer, staff and press reviews saw the number of reviews on the site grow by eight times to 16,000.

Staff are also encouraged to promote their stores through social media, with each store given a Twitter handle and Facebook page to publish local information on subjects such as wine tasting and customer events.

The update came as Majestic Wines released figures for its financial full-year. In the 53 weeks to April 2, group pre-tax profit rose by 14.5% to £23.2m, up from £20.3m last time. Total sales were up by 8.9% to £280.3m, from £257.3m last time. Like-for-like sales in UK retail stores rose by 2.6%. Majestic Wines also owns fine wine merchant Lay & Wheeler and

The retailer said it now had 181 stores in the UK, following a record 16 openings during the full financial year and three since its end, and that it planned to expand to 330 locations in total.

Chief executive Steve Lewis said: “Majestic has a clearly differentiated operating model, with a focus on delivering exceptional customer service that has proved resilient in a challenging economic environment.”

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