Feeds

Gaps in the apps mean shops miss out on sales

UK retailers losing millions because of poor integration

Secure remote control for conventional and virtual desktops

UK shops in every industry are missing out on millions of pounds in additional sales because they don't have online services, or the ones they do have aren't good enough to close out sales, according to a new study.

Deficit in sales growth by sector for poor customer experience online

Deficit in sales growth, by sector, due to poor customer experience online. Graphic courtesy of Head London

Supermarket Morrisons was the worst-performing, losing out on £314m of potential sales between 2007 and 2010 as it came late to the web-based home delivery service. The retailer just recently announced that it is planning to join the rest of Britain's grocers with online purchasing by 2013.

However, even stores that let you buy stuff online, such as Dixons and Phones4U, lost out on £32.6m and £17.5m respectively because their web presence isn't integrated well with their core operations, the study by digital agency Head London, helped by economic forecasters Oxford Economics, found.

"Too many retailers are behind the digital curve. They usually have a mobile website, and even an app, but too often these services are not joined up. By not giving customers the information they need on the platform of their choice, they are less likely to complete purchases," said Paul-Hervis Heath, head of design at Head London.

Retailers that are getting it right include Tescos, John Lewis and Boots, the study showed, who bagged £254.8m, £22.8m and £57.6m each in extra sales from their more integrated online experience.

"Each channel should give customers access to relevant information about the store, let them see their purchase preferences and purchase history, provide good customer service, support and easy routes to complete purchases," said Heath. ®

The essential guide to IT transformation

More from The Register

next story
The Return of BSOD: Does ANYONE trust Microsoft patches?
Sysadmins, you're either fighting fires or seen as incompetents now
Munich considers dumping Linux for ... GULP ... Windows!
Give a penguinista a hug, the Outlook's not good for open source's poster child
Intel's Raspberry Pi rival Galileo can now run Windows
Behold the Internet of Things. Wintel Things
Linux Foundation says many Linux admins and engineers are certifiable
Floats exam program to help IT employers lock up talent
Microsoft cries UNINSTALL in the wake of Blue Screens of Death™
Cache crash causes contained choloric calamity
Eat up Martha! Microsoft slings handwriting recog into OneNote on Android
Freehand input on non-Windows kit for the first time
prev story

Whitepapers

Implementing global e-invoicing with guaranteed legal certainty
Explaining the role local tax compliance plays in successful supply chain management and e-business and how leading global brands are addressing this.
Top 10 endpoint backup mistakes
Avoid the ten endpoint backup mistakes to ensure that your critical corporate data is protected and end user productivity is improved.
Top 8 considerations to enable and simplify mobility
In this whitepaper learn how to successfully add mobile capabilities simply and cost effectively.
Rethinking backup and recovery in the modern data center
Combining intelligence, operational analytics, and automation to enable efficient, data-driven IT organizations using the HP ABR approach.
Reg Reader Research: SaaS based Email and Office Productivity Tools
Read this Reg reader report which provides advice and guidance for SMBs towards the use of SaaS based email and Office productivity tools.