Posts tagged with Ecommerce

How French Connection can improve its multichannel promise

French Connection announced this week that almost a quarter of its sales took place online in 2014.

Ecommerce represents 23% of its total retail revenue, which is 20% up from the previous year and as also reported in InternetRetailing 24% of all orders were fulfilled using its click and collect service. This follows its recent investment in multichannel services, from the website platform to the warehouse.

Lets take a look at French Connection and examine how the retailer can improve its multichannel standing, paying particular attention to delivery, returns, mobile and social customer service.

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How Mango can improve its otherwise excellent ecommerce site

Mango is a Spanish fashion retailer founded on 1984 that now has more than 2,000 stores in 103 countries, 150 of which are in the UK.

Mango has also been operating its ecommerce site for around 15 years and it makes for an interesting study in highly innovative retail site design, but with areas that could definitely use an improvement.

Here we’ll take a look at what works on the site from a customer experience and usability point of view first, before highlighting where it could be more effective.

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How John Lewis presents its click and collect service

As reported in our post discussing what we’ve learnt about click and collect since Christmas 2014, click and collect at John Lewis overtook home delivery for the first time at the end of last year.

56% of John Lewis’s online customers chose to collect their goods from stores, rather than have them delivered to home addresses. Overall, click and collect orders grew by 47% compared to the same time last year. John Lewis online orders rose by 21.6% to £1.4bn.

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How effective is Zara’s unique on-site search tool?

Zara is a Spanish fashion retailer with more than 2,000 stores worldwide, 66 of which are based in the UK. 

Zara’s website also has one of the most idiosyncratic search tools I’ve ever come across on an ecommerce site.

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35 examples of ecommerce best practice from Hobbycraft

Hobbycraft is not a website we’ve covered on the blog before. It’s not the showiest website, it doesn’t feature the most technically dazzling array of tools and features, nor is it currently in the news for any particular reason.

So why cover it now? Because Hobbycraft gets the basics of ecommerce just right.

Out of all the sites I’ve researched so far, this one manages to include almost every ecommerce best practice feature that we’re constantly banging on about on the blog.

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The lowest price doesn’t mean the price is right

Many retailers make the mistake of making their prices the biggest point of differentiation.

Here's how they can change that.

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Three brand case studies on creating a single customer view

Even in the UK where online shopping is at its highest (compared to offline), the percentage of transactions that happen online is around 13%. 

Which basically means that 87% of purchases happen offline and therefore 87% of purchase data potentially goes uncaptured.

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How do 10 top UK retailers present returns information?

According to a survey by CollectPlus, 27% of consumers are put off ordering something online in the first place because they do not want the hassle of returning it if it isn’t right.

Therefore the need for online retailers to provide clear and easy to find information on its returns policy as well as making it as hassle-free as possible is integral to customer experience.

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Thorntons vs. Hotel Chocolat: user experience comparison

“Come with me, and you'll be, in a world of pure imagination...”

I have to stop there as I don’t want Paramount Pictures or the estate of Roald Dahl to sue us.

Instead I’ll pepper the content of this article with only the very subtlest of references to Willy Wonka and the Chocolate in the hope that nobody notices.

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How well do online opticians focus on user experience?

There are two things you should know about me: Number one - I wear glasses. Number two - I love it when traditionally difficult-to-use services in the offline world are digitally transformed.

There are probably some more things too, but none of them appropriate to this post.

Recently I went through the rigmarole of booking an eye test and ordering contact lenses through a high street retailer. 

I realised that during all of the telephone calls and repeated visits to my not-quite-so-local branch, that most of this experience could be carried out much more conveniently online.

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How online retail can catch up to brick and mortar

Ecommerce has been making its mark the past couple of years, but is still only a fraction of the overall retail industry.

Online retailers and ecommerce professionals have been eagerly speculating that online retail will soon overtake brick and mortar stores in terms of popularity and sales.

Despite optimistic holiday numbers, research has indicated that these speculations are simply not true.

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11 intriguing digital marketing stats we saw this week

Stat’s life! Stat’s what all the people say.

It’s time again for the weekly round up of stats and data relating to all things digital.

This week it includes the Guardian’s latest online figures, mobile commerce growth, digital adspend, and barriers to mobile commerce.

For much more of the same, download the Econsultancy Internet Statistics Compendium...

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