Multi-channel retail and keeping that personal touch

Multi-channel retail and keeping that personal touch

It’s certainly not all doom and gloom for retail in 2017, far from it. The year so far has seen encouraging growth in online sales which grew by 12% in January, with an average spend of £85 per purchase – the highest since 2010.

This represents a steady start to the year for online sales, having built on a solid foundation of performance in January 2016, when growth was above 15%.

Multiple sectors including clothing, gifts and accessories all saw growth, with clothing coming in at a respectable 11%. This must be welcome news for many retailers who have a multi-channel presence.


The Multi-Channel Challenge for Retailers

The Multi-Channel concept is being driven by consumers, this is how they want to engage, research and compare products and ultimately make purchases. This is not a retail invention – multi-channel is a reflection of customer behaviour. The single channel purchase is almost extinct and retail in some cases is playing catch-up. Those being able to deliver the same customer experience across channels will be the retailers who will go from strength to strength.

Brand Custodian

As customers continue to access brands in a variety of ways and circumstances, some of the tangible contact of the instore experience may be lost so being able to connect with customers in a personal way is key. Packaging is an extension of the brand and speaks volumes with your customers. Being able to personalise your packaging ‘canvas’ can complete that final stage of the multi-channel journey. Add a personalised message to parcels to thank your customers and encourage feedback and product reviews for example. With the growth of online reviews being so key in determining interaction with a brand or product, anything that can bring your brand closer to your customers is priceless.

At Acopia, we understand the challenges retailers face as customer buying patterns continue to change and evolve. We work collaboratively with our customers to ensure they can achieve stand-out whether it’s on the high street or the internet from space planning, shop fittings and fit-out to retail consumables and packaging.

Call the team 0845 075 6111 for an informal chat on how we can support your brand.

 

Retail Statistics provided by the IMRG

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