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IREU Top500 The Customer Report: 2018

IREU Top500 The Customer Report: 2018

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Majestic Wine reaches next step in transformation with launch of next-day and named day delivery

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Majestic Wine reaches next step in transformation with launch of next-day and named day delivery
Majestic Wine reaches next step in transformation with launch of next-day and named day delivery
Majestic Wine this week launches a next-day or named day delivery service for its full range of more than 1,200 wines in what it says is a "significant step in its transformation plan".

Customers using the service, set to be fully rolled out on November 2 and to operate through a new national fulfilment centre, will now be able to benefit from more flexible delivery options, which also include click and collect, whether they are ordering online or through Majestic Wine's 210 stores. The retailer no longer specifies a six bottle minimum online order, and a 'no quibbles' returns policy has been introduced.

The move means that about 40% of online orders at Majestic, a Top100 retailer in IRUK Top500 research, will go through the new fulfilment centre, freeing store staff to focus on customer service.

At the same time, store ranges will now become more tailored to reflect the tastes of local shoppers, while the full range of more than 1,250 wines, including almost 400 fine wines, will only be available online.

John Colley, managing director of Majestic Retail, said: "This is a big step in our transformation plan and will help support Christmas trading. We are putting the customer back at the heart of Majestic and can now offer a complete multichannel experience which will deliver real benefits to our customers, people and therefore our shareholders."

The step is the latest in a three-year transformation plan that aims to put the emphasis on the customer experience, across sales channels, as it looks to boost annual sales to £500m a year by 2019.

Majestic envisages a best-in-class customer experience, a joined-up logistics strategy that ensures the right wine is in the right place, and investment in operations. It is also migrating the Majestic Wine business onto Naked Wines’ IT platform, a move that should also support improvements to the supply chain.

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