relaunch

Where did the Marks & Spencer website relaunch go wrong?

When the news about Marks and Spencer’s sales results broke a couple of weeks ago it immediately got my attention.

The Chief Executive and other senior figureheads clearly laid the blame of the 8.1% drop in sales and resulting share price dip on the launch of its new website.

The new site comprised a smart redesign coupled with a platform shift from Amazon’s services to its own.

There have been many documented cases of website usability causing a huge impact to revenue (the $300m button being the most famous) so I wondered whether this too was one such example or whether more cynically perhaps, the City had been handed an unfortunate scapegoat. 

Fenwick: 10 tips for a potential ecommerce giant

Why would a department store close its online store while building a new one?

And, having done that, what should the company do to make sure the relaunch maximises the opportunity?

Here are 10 suggestions for one particular retailer doing exactly that.

BOOKSetc: site review

Following in the footsteps of Zavvi and Woolworths, BOOKSetc has emerged from administration as a web-only business, with a new version of the site launched this week. 

The BOOKSetc brand name, as well as the database of customers from Borders UK, have been purchased by Capital Ideas Retail Ltd, which already has two other e-commerce sites. 

I have been reviewing the site, but it has crashed this morning under the weight of what it calls ‘overwhelming traffic’, which suggests that the site wasn’t fully prepared for the launch.  Here’s my review so far…