The multichannel retail landscape is more complex than ‘having a website’ or ‘operating a store’. We have considered the intent, capabilities and activities around the recruitment and monetisation of customers, and the InternetRetailing definition for the inclusion in our research is:
DESTINATION. The retailer has created a destination that in the minds of the customer is a source of product, service or experience. Whether this is a shop, a site, a place, a time or an event, it’s the sense of ‘locus’.
PURPOSE. The retailer has created goods and/or services for the purpose of selling, for consumption by the purchasing consumer.
MERCHANDISING. The retailer ‘sells’ and is not just a portal for taking money. This means the selection, promotion and tailoring of retail offers for customers.
ACQUISITION. The retailer actively markets, recruits and attracts customers with a promise or proposition to the destination.
SALE. The retailer takes the customer’s money – they own the transaction as the merchant of record.
RECOURSE. The retailer is responsible for the service, fulfilment and customer satisfaction flowing from the sale.
EXECPTION. In every good list there’s an exception, where we may include business within IRDX due to their influence upon retailers and retailers’ customers, however they will not be ranked.
Where a candidate retailer is simply a marketplace they are not considered within IRDX. Where a marketplace undertakes customer acquisition, manages payment, customises offers and recommendations and offers recourse on purchases, then they will be eligible for IRDX.
Where eCommerce is ancillary to the primary purpose of a business we will not necessarily include them. Online payment for gas or electricity is excluded since the business’ purpose is ‘energy supply’. Likewise the Post Office’s postal revenues are excluded, whereas their retail store activities are within scope. High street travel companies are a grey area and are currently included due to their impact on the practices of multichannel retail.
Business to Business and direct-selling Brands
While the scope of retail is normally direct to consumer, two trends are challenging this: the move for brands and previously-b2b businesses to sell direct to consumers; and the increasingly retail-like behaviour of b2b brands (in terms of acquisition, promotion, personalisation and service). We are therefore including B2B business and direct-selling Brands under the same criteria as above. There are other exceptions and questions as we work though, so please do let us know your thoughts: email@example.com