The Customer Value Chain report 2023

April 2023
Sponsored by
Report Summary

The RetailX Customer Value Chain report is the first in a new series of four reports that build on RetailX Europe Top1000 research. Each will look in depth at the four value chains that now form the foundation of RetailX research: the Customer Value Chain, the Product Value Chain, the Operations Value Chain and the Capital Value Chain.

In this first report in the series, we consider how leading retailers add value through the customerexperience, while exploring the KPIs that researchers use to assess performance in this area – Access, Volume, Margin, Conserve, Share and Choice.

Download this comprehensive report and gain insight from 300 metrics, 1,000 companies, 7 years of analysis. It also features practical examples from Europe Top1000 brands and retailers including Amazon, Stradivarius, Pandora, Ikea, Douglas and more.

Discover how loyalty is a key tool for Swedish fashion retailer H&M who aim to add value through the customer experience in areas by offering a wide choice of payment options, visual search, fast delivery options and instore returns.

Similarly, UK supermarket Tesco uses its Clubcard loyalty scheme to offer members lower prices instore as well as easy instore payment, while US retailer Amazon operates discounts events exclusively for members of its paid-for Prime subscription scheme.

Find out how retailers such as Argos use collection points to widen their multichannel service range and what Danish health and beauty retailer Matas does to make its website easy to use. How is Decathlon putting sustainability at the front and centre of its strategy and how does the homeware giant Ikea help shoppers to find the right products.

Through the pages of this first RetailX Retail DNA Customer report, we’ve looked at how Europe Top1000 retailers are adding value both to the customer experience and to their business through value chain-led analysis.

Remember to download the accompanying datagraphic

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