06 February 2015
With the release of the IRUK 500, InternetRetailing asked Kurt Salmon, thier knowledge partner, to reflect on the research. Siobhán Géhin, Partner at the UK practice gives her views.
The pace of change within retail has been relentless since the introduction of click and collect in 2000 and with it consumer demands for seamless and easy shopping across all channels have exploded. This has driven omnichannel to become the key development focus for many UK retailers, but what does a truly successful omnichannel retailer look like? Retailers in the UK have been shown to exhibit class leading capabilities across multiple but not all dimensions of performance as they wrestle with the challenge of optimising investment in omnichannel to best meet everevolving customer needs. Even companies in the InternetRetailing Elite group of companies (Amazon, Argos, House of Fraser, John Lewis, M&S) do not perform at Elite level in all dimensions. In fact, none of them rank as Elite in the Customer dimension (responsiveness to customer queries and site performance).