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PMC Articles and Comment
However you discuss the rise and rise of online retailing one principle remains constant - the importance of integration. That is ensuring your online, in-store, catalogue and other channels work together. And that means more than rubbing along together with the odd glitch, it means total integration.
"If the question is: 'What should we do now?' The answer is: 'Keep coming back to the business strategy' – re-confirm your plans, re-assess your position and go forward. Your strategy must include several options and deciding on the priority of those is part of your business planning. What’s sure is that for some retailers their plans will work and for others they will need to re-assess and re-schedule more often. Some will win and some will lose – but one thing is certain – those that do nothing will lose." Huw Thomas, managing director, PMC.
Huw Thomas, MD of retail systems experts PMC argues that a gap remains between those retailers that make the most out of multichannel retailing and those that could do better.
Shoppers no longer tolerate a poor online experience. Today, every online experience must be positive - in fact it should be a pleasure for the shopper. Unfortunately, too often web sites remain hard to navigate and riddled with bugs, far from ‘user-friendly’ many are ‘user-hostile’. The result is the same, users leave and head for more readily accessible competitor sites.
"During the last few months many retailers have adopted the ‘back-to-business’ mantra. This does not mean that everything in the garden is rosy. Far from it. Doubtless this will be a slow recovery that’s why the phrase ‘cautious optimism’ is most appropriate." Huw Thomas, COO, PMC
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Paul Mason Consulting Ltd, 30/32 Blacklands Way, Abingdon Business Park, Abingdon, Oxon OX14 1DY Tel: 01235 521900 Fax: 01235 467599
Email: enquiries@paulmasonconsulting.co.uk
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