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Posts tagged with Selfridges

How Selfridges’s Body Studio blurs the lines between digital & in-store

For most women, buying lingerie or swimwear can be a torturous experience.

The combination of unrealistic advertising and unflattering lighting means that it’s usually the least enjoyable shopping trip of the year.

Like, I can’t find a bikini, let’s just cancel the holiday...


Ecommerce in 2014: which brands are getting it right?

Which ecommerce sites are setting an example that others can learn from? 

As part of our series of 2014 round ups, I've asked some ecommerce professionals for their suggestions...

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How Selfridges uses digital to create extraordinary multichannel experiences

As a multichannel retailer dealing in the luxury end of the market, Selfridges has to offer customers 'connected and extraordinary experiences' across its digital and physical properties.

That’s according to the brand’s head of digital marketing Claire Higgins, who spoke this morning at the Festival of Marketing.

Here’s a summary of some of the tactics Selfridges uses as part of its multichannel strategy...


Seven customer experience case studies that generated loyalty and ROI

Delighting the consumer is the number one priority for all customer-facing companies.

Right now, consumers have never had more choice, but when there’s an endless array of businesses offering similar products and services, how does any company stand out from the crowd?

By offering a personalised, relevant and completely human relationship that goes far beyond a single ecommerce transaction. 

A whole lifetime relationship between a customer and a company can be fostered under the customer experience (CX) banner, but this kind of loyalty can’t exist without first shaping a sustainable consumer-centric culture and delivering them compelling experiences.

Join us at our Festival of Marketing, a two-day celebration of the modern marketing industry held in November, where we have an entire stage devoted to CX so you can learn how successful marketers optimise experiences to increase satisfaction and loyalty.

In the meantime, let's take a look at some other useful case studies.

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Q&A: Selfridges' Simon Forster on the brand's multichannel retail strategy

Selfridges has just relaunched its website, part of a £40m investment over the next five years, which aims to future-proof the business. 

We paid a visit to Selfridges' London offices for a preview of the new site, and a chat with the company's Multichannel Director Simon Forster. 

Here, he explains the thinking behind the redesign, the growth of mobile shoppers, and the challenges of presenting a luxury user experience. 


Selfridges' new £40m site reviewed

Selfridges has just launched its new website, part of a £40m investment over the next five years. 

The retailer has experienced growing volumes of mobile traffic, more than 50% at the moment, and the site aims to cater for this with a 'touch-first' approach and a responsive website.

Here's an overview of the new site and some of the changes...

ashley friedlein

Airbnb to BSkyB: 10 more speakers at the Festival of Marketing

Before you disregard this post as a promo for the Festival of Marketing, be aware I've included handy links to brilliant brand blog posts within.

From Airbnb to BSkyb, Barclays to B&Q, Paddy Power to the NHS, check out the wealth of speakers at this year's Festival.

Join us in the heart of old London at Tobacco Dock, November 12-13th. For even more reasons, see the full speaker list and ten more of the best.

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What do customers need from after sales emails?

It’s the beginning of a new month, which obviously means I’ve just been paid, which in turn means I spent much of the weekend buying clothes online. 

While that fact in itself isn’t particularly fascinating, it’s worth discussing the varying email follow-ups from the three retailers that received my hard earned cash.

Schuh, Selfridges and Mango used slightly different automated messages that ranged from excellent to just plain adequate.

Read on to find out how they fared, or for more on this topic read my blog posts looking at after sales email best practice from ASOS and how Reiss used email to lure me into browsing its summer sale.


15 stats that show why click-and-collect is so important for retailers

Reserve-and-collect services are becoming ever more important for ecommerce retailers as consumers increasingly expect to be able to pick up their purchases when and where they choose.

In the past few weeks Asda has said it is looking to expand it click-and-collect service by installing collection points in new locations, which may include petrol forecourts, tube stations and university campuses.

Similarly Selfridges has opened a new drive-thru collection point on London’s Oxford Street, while a new service called StreetHub has launched with a view to helping small, independent retailers tap into the click-and-collect trend.

With this in mind, I thought it would be useful to round up some stats which show just why retailers are so keen to provide new delivery services to their customers.


How Harrods, Macy's and other retailers are inspiring Christmas shoppers

Over the past few weeks online retailers have begun unveiling tools aimed at inspiring shoppers as they search for Christmas gift ideas.

I’m unconvinced as to whether these features have any impact on sales as they often appear a bit gimmicky, but judging by their popularity among retailers they presumably achieve some kind of ROI.

I’ve already reviewed Argos’ rather quirky Gift Finder which offers a unique browsing experience at the expense of usability, so in the interest of fairness thought it would be interesting to take a look at how other brands are catering to Christmas shoppers.

Here’s what I came up with...

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11 useful tips for designing welcome emails

When a customer signs up to an email newsletter they probably expect to receive a message from the brand welcoming them to the mailing list.

So it’s no surprise that welcome emails can achieve open rates of above 50%, as subscribers are less likely to see them as spam.

Therefore brands need to take steps to ensure they’re making the most of this opportunity by optimising the subject line and content to maximise opens and conversions.

There are a number of different goals that marketers can set out to achieve with their welcome email, whether it be simply thanking the user, attempting to collect more personal information, or nudging them towards a purchase.

This post will look at different ways brands can optimise their welcome emails for maximum impact.


Unsubscribing from email: how top fashion retailers try to persuade you to stay

Signing up to receive a retailer’s email newsletters always seems like a good idea at the time, but it’s almost inevitable that at some point the relationship will sour and you’ll be forced to search for the unsubscribe button.

And although marketers would obviously rather do everything in their power to prevent people from opting out of their email list, it’s in their best interest to make it a simple process otherwise it can harm the brand’s image and make it appear spammy.

To find out whether this is true in reality, I tried to opt-out of email newsletters from several fashion retailers.

This post follows on from posts examining the initial sign up process and how retailers handle welcome emails...