WHO IS SHOP AND WHO IS NOT
"Multi-channel" is THE concept everyone talks about; there is hardly a retailer that doesn’t place it at the centre of its strategy. The specific goal is to participate in the growth of the e-commerce-market. Indeed, most retailers have seen a significant increase in the sales of their so-called “biggest store” over the past years. Reason enough for us to investigate from the outside how shops of distinguished multi-channel-retailers are handling themselves.
The insight "Who Is Shop and Who Is Not", prepared by OC&C in collaboration with the customer-experience experts of SapientNitro, analyses online-shops of 25 leading multi-channel retailers with regards to four universal, customer-related success factors:
- Attraction of traffic and therefore potential customers
- Conversion of visitors into customers
- Recommendations of the online-shop to friends
- The degree to which clients are being directed to other sales channels
The publication provides an overview of the performance of the various online-shops by success factor, evaluates the specific strengths and weaknesses, and discusses potential levers for improvement.
To request a copy of this publication (in German) please email publications@occstrategy.de.
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