Waitrose reveals Ocado successor
Waitrose has announced that Today Development Partners (TDP) will replace the retailer’s partnership with Ocado as part of a £1 billion plan to treble the size of its online grocery operations over the next three years. Waitrose said the collaboration with TDP will lead to a significant increase in capacity, automation and digital operations at Waitrose.com, through the development of three automated Customer Fulfilment Centres (CFCs) and new technical capabilities for online customer experience.
Amazon invests in Deliveroo
Amazon has made a significant investment in Deliveroo, as part of a £450 million fundraising round for the food delivery app.The e-commerce giant’s investment, for an undisclosed sum, brings the total funding for the food ordering and delivery network to $1.5 billion since it launched in 2013.
Huawei partners for 5G shopping mall
Huawei, China Mobile and the China Real Estate Association have jointly launched the world's first 5G shopping mall. The Shanghai Lujiazui L+ Mall uses the 5G digital indoor system (DIS), which enables next generation network connectivity in certain parts of the 12 floors and over 140,000 square metres of floor area.
Over a quarter of UK shoppers prefer store to online
New research suggests that hope is not yet lost for the High Street, will 27 per cent of shoppers saying they consider the in-store experience is still ahead of online shopping.A survey of 5,000 consumers from the UK, France and Germany found that views on the struggles of traditional retailers were mixed, with nearly a quarter (24 per cent) saying that in-store was behind, while 21 per cent said they ‘don’t know’.
UK mobile retail spend to double in next 5 years
As UK consumers increasingly turn to their smartphones for convenience, mobile will continue to be the fastest growing area within the UK retail market, with spend increasing by £17.1 billion over the next five years to reach £33.2 billion by 2024. GlobalData’s latest market analysis predicted that mobiles will account for over 40 per cent of online expenditure by 2024, while tablet spend will decline to 14.4 per cent by that date.
Prada Group expands Adobe collaboration
Prada Group and Adobe have announced the next step in their collaboration, with the deployment of customer experience management on a global scale. The fashion house will adopt new Adobe Experience Cloud solutions to support its marketing and multi-channel communications to help integrate offline and online channels and deliver a more personalised experience.
Poor customer experience costs retailers £102bn
Flawed customer experiences are costing British retailers up to £102 billion in lost sales each year. This is according to new research commissioned by Adyen among 811 UK consumers and 95 senior retail decision-makers during the first quarter this year.
Boots digitises Advantage Card loyalty scheme
Boots is set to launch a digital version of its Advantage Card loyalty scheme, enabling personalised offers via mobile. The health and beauty retailer’s loyalty scheme will become part of its app, allowing customers to collect and redeem points directly to their phone.
Retailers rethink returns policies as cost rises
In the face of rising numbers of ‘serial returners’, a fifth of retailers say they have taken measures to make their returns policy more stringent in the last year, with a further 19 per cent planning to do so in the next 12 months. This is according to Barclaycard, which commissioned Opinium to survey 2,004 UK adults in April, along with 250 senior decision-makers in retailers with an online presence.
Shoppers ready to ditch brands after poor experience
One in three European shoppers are ready to abandon brands entirely when customer experience falls short, according to new research from Adobe.Its latest Experience Index report surveyed over 3,000 consumers from across Europe, finding that brands are routinely falling short of customer expectations, with UK consumers rating brands at just 54 per cent of their potential.
Moss Bros sales saved by e-commerce
Despite a “tough trading environment”, Moss Bros has recorded a 1.5 per cent increase in total sales, mostly attributed to its e-commerce platform. For the 15 weeks to 11 May, total like-for-like sales were down 0.2 per cent on the same period last year, but online sales tipped the balance back in the men’s clothing retailer’s favour, coming in at 18.7 per cent.