Multichannel retailing involves offering customers a variety of experiences and ways to buy, including brick-and-mortar stores, online shops, telesales, mobile and tablet commerce.
It covers transactions from browsing to buying and returning, as well as pre and post-sale service. For luxury retailers, this means more channels and more devices, across which quality, service and experience must be communicated.
The transition from bricks-and-mortar to clicks-and-mortar, although full of opportunity, is not without its challenges.
In addition to the generic challenges that come with updating a business model, the luxury sector, and indeed the department store luxury market, has its own set of unique challenges.