Feeds

Gaps in the apps mean shops miss out on sales

UK retailers losing millions because of poor integration

Top 5 reasons to deploy VMware with Tegile

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. ®

Providing a secure and efficient Helpdesk

More from The Register

next story
Google+ goes TITSUP. But WHO knew? How long? Anyone ... Hello ...
Wobbly Gmail, Contacts, Calendar on the other hand ...
Preview redux: Microsoft ships new Windows 10 build with 7,000 changes
Latest bleeding-edge bits borrow Action Center from Windows Phone
UNIX greybeards threaten Debian fork over systemd plan
'Veteran Unix Admins' fear desktop emphasis is betraying open source
Microsoft promises Windows 10 will mean two-factor auth for all
Sneak peek at security features Redmond's baking into new OS
DEATH by PowerPoint: Microsoft warns of 0-day attack hidden in slides
Might put out patch in update, might chuck it out sooner
Google opens Inbox – email for people too stupid to use email
Print this article out and give it to someone techy if you get stuck
Redmond top man Satya Nadella: 'Microsoft LOVES Linux'
Open-source 'love' fairly runneth over at cloud event
prev story

Whitepapers

Cloud and hybrid-cloud data protection for VMware
Learn how quick and easy it is to configure backups and perform restores for VMware environments.
A strategic approach to identity relationship management
ForgeRock commissioned Forrester to evaluate companies’ IAM practices and requirements when it comes to customer-facing scenarios versus employee-facing ones.
High Performance for All
While HPC is not new, it has traditionally been seen as a specialist area – is it now geared up to meet more mainstream requirements?
Three 1TB solid state scorchers up for grabs
Big SSDs can be expensive but think big and think free because you could be the lucky winner of one of three 1TB Samsung SSD 840 EVO drives that we’re giving away worth over £300 apiece.
Security for virtualized datacentres
Legacy security solutions are inefficient due to the architectural differences between physical and virtual environments.