Author Archive | Glynn Davis

With employees increasingly expected to fulfill broader functions on the shop floor and retailers needing to more efficiently manage the talent they have available through different in-store trading periods there is a growing need to bring more science into the equation. It has been a perennial balancing act for retailers ensuring they have the optimum […]

The growth of online shopping is leading to some interesting trends in terms of customer complaints and one of the more worrying involves the rise of the ‘buy now, pay later’ phenomenon. Recent research from independent complaints website Resolver highlights that these are only the 40th most complained about product or service but it predicts […]

Retailers who do not offer their customers a free and easy returns process are likely to lose sales and customer loyalty, according to myriad pieces of research, which rather states the obvious. Research from payments company Klarna found 75% of customers say easy returns are an essential factor in their choice of retailer, 78% say […]

Automation, machine learning, and artificial intelligence have been driving the narrative around the retail industry in recent years whereas the people element has been somewhat sidelined. It has certainly not been seen as a central plank of the future for the sector. But we are seeing evidence of a growing realisation that it is people […]

Pure-play retailers opening physical stores is a growing feature of the industry’s landscape and is a trend that has taken hold in the US where there are around 600 such stores at present and the forecast is for around 1,500 of these digital-first brand outlets to be operating within the next five years. These retailers […]

Everybody knows the story of how Kodak failed to switch from photographic film to digital images and how Blockbuster made the mistake of failing to move out of physical videos and into digital downloads and streaming. There are many other examples of such calamities and there will no doubt be many more because one of […]

Big food and drink brands have ruled the roost for many years on supermarket shelves but an increasing number of people have lost their appetite for the established global products. Nowhere has the shift – let’s call it a revolution – been more noticeable than at the global giant Kraft Heinz. The company’s share price […]

When they first appeared in 2015 there was some uncertainty about whether they really were a serious tool or just a joke. The Amazon Dash button might have been the victim of a little bit of ridicule early on but they soon found an audience of appreciative fans. The small Wi-Fi-connected buttons could reorder specific […]

Not long ago it was only at small independent coffee shops located in places like London’s Soho and trendy Shoreditch, towards the capital’s eastern end, where cash was regarded as a little bit of an unwelcome commodity. After ordering your flat white you would immediately be presented with a card payment device with the expectation […]

It is clear that technology is changing the way customers use stores and that this in turn is driving retailers to adapt their physical outlets to better service these new requirements of shoppers. The latest example of this came from Tesco that announced the implementation of some major changes at many of its stores. The […]

It is hardly revelatory to inform you that department stores are under great pressure as Debenhams, House of Fraser and even John Lewis are feeling the cold winds of change blowing through the retail sector as a result of consumption patterns changing dramatically. Spending in UK department stores has fallen for the past 13 consecutive […]

Nike raced into the running shoe market in the 1970’s to displace incumbents Adidas and Puma among others but what really cemented its position as a game-changing brand was releasing a version of its innovative ‘Waffle’ training shoe in blue to match the colour of jeans. This apparent small move turned what was a pure […]

Packaging is a particularly hot topic at the moment as a growing number of consumers recognise that much of the casing around the products they buy is arguably unnecessary. The major supermarkets have reacted to growing customer discontent and demand for more sustainable practices and now all have various initiatives in place to reduce or […]

Facebook has gone from being the darling of the tech sector to something approaching a pariah as it finds itself increasingly under attack. It is accused of exposing its members’ data to unscrupulous operators and for putting its profits ahead of people’s privacy. Its most vocal detractors are arguing that the power of its platform […]

Shopping centre group Intu recently announced that it had identified space for 5,000 new-build homes and 600 hotel rooms that could be constructed alongside its centres as it grapples with the problem of what to do with its masses of space as its retail tenants endure tough times. This comes alongside news from the US […]

H&M is one of the leading fast fashion businesses but this massively successful company has recognised that a growing group of environmentally conscious shoppers are giving it – and the other fast fashion brands – a bit of a headache. Its core, young, customer is at the forefront of finding the wasteful nature of fashion […]

  Uber recently introduced a system in Australia and New Zealand that bans people from using the service if they are awarded low ratings by drivers. After a number of incidents of bad behaviour by certain passengers the company has brought in measures that take away access to its service for six months if people […]

  The good news for retailers sitting on a portfolio of physical shops is that consumers still prefer to go into stores rather than shop online. But the bad news is that there is a belief among many people that in-store employees hinder the shopping experience and need to be more knowledgeable. According to research […]

The future of high streets will very much be determined by a combination of localised offerings, a high level of personalization, and more service-led propositions, as opposed to simply identikit shops looking to sell consumers more commoditised stuff. Neatly fitting into this template-for-the-future is the barbershop. I personally had not really considered them as a […]

In a relatively modest timeframe Ocado has pretty much gone from what some analysts described as zero to the stock-market now pricing it as a hero. From being among the most shorted stocks on the UK market it has moved into the FTSE100 index and arguably become the darling of the UK retail sector following […]

The recent news that Stella McCartney has bought back the 50% holding in her fashion business from global luxury goods company Kering will enable the company to much more easily continue with its preference for bucking conventional wisdom. Such actions help differentiate businesses and set them apart from the competition. Being able to take an […]

Books and vinyl records should have been consigned to the dustbin by now – brushed aside by the digital revolution – if the earlier forecasts were to have been believed. But they are having something of a renaissance in just the same way as the seemingly dead milkman is also having a bit of a […]

We’ve all seen it written in stone that millennials are willing to spend more on products from companies committed to delivering both a positive social and environmental impact. It’s the rest of us that have damned the planet and the youngsters are seeking to address things. This comes at a time when there is a […]

It started with carrier bags a few years back and more recently has extended to plastic straws and single-use coffee cups as well as plastic water bottles. After much prevarication consumers and retailers now seem to have the bit between their teeth over the issue of reducing the levels of waste plastic. Selfridges was on […]

Many craft beer bars have a focus on offering an incredible array of beers but in some cases they go so far over the top that mainstream consumers find it rather off-putting. They cannot cut through the dizzying array on offer in order to make their selection. It’s akin to rabbits in the car headlights. […]

At a time when we are seeing retailers on the high street come under ever more pressure there continues to be examples of massive expansion by merchants at some of the marquee shopping centres. The results from Next recently highlighted how it was dealing with a tough balancing act as it manages the decline of […]

We know that retailers are facing challenging times, well spare a thought for the beleaguered newspaper industry. It has faced a torrid time at the hands of people choosing to read content online for free. Couple this with the mighty tough task of competing with the duopoly of Google and Facebook for the budgets of […]

The next frontier of retail is in people’s homes. If customers won’t visit the store then the retailer could always visit the customer at their home. Waitrose is dipping its toe in the proverbial water here with the recent launch of its In-home wine tasting service. The company has recognised that it has over 200 […]

A few years ago if you wandered into a Poundland store you really would not have known what products you’d find on the shelves. This was because the business sourced many of its branded lines via third-parties because the brand owners would not supply the retailer direct. The issue was that the well known brands […]

When the headlines deliver a constant stream of stories about shop closures and the abandonment of new store developments it is hardly surprising that employment prospects in the sector appear extremely poor. When you add in the developments around automation then it all sounds pretty woeful for the jobs situation in the retail industry. That […]

Restaurants and other foodservice companies are having a tough time handling the explosive growth now being experienced in home delivery. Increasingly impatient – and lazy – customers demanding instant gratification are fuelling the growth in food delivered to the home. The amount of meals cooked in the home is falling among younger people who find […]

Experience-led retail is without doubt the future of the physical store. The days when a trip to the shops would inevitably end up with people returning home laden down with bags of stuff look to be numbered. The combination of increasing online sales, and the trend for younger consumers to be buyers of social media-friendly […]

When kitting out the bedrooms of my house the decision about new wardrobes involved me employing a carpenter. But the cost was astronomical for the size and complexity required. Each of the carpenters from whom I took quotes suggested the best alternative was to source the wardrobes from IKEA and employ a professional DIY person […]

The major grocery chains built their portfolios of massive stores on the back of the phenomenon of the UK population getting into their cars, driving to their nearest out-of-town superstore, and doing their weekly/fortnightly/monthly mega shop. While plenty of people still undertake this ritual the trend is trailing off. Partly this is because more people […]

US department store chain Nordstrom is to open its first Nordstrom Local variant, which will act as a showroom where customers can buy a drink and relax but cannot take home any clothes. Instead they have to order them and wait for their chosen items to be delivered to their homes. This follows the strategy […]

  Subscription services seem to have been flavour of the month for a long time as the number of product categories where customers can receive regular deliveries of products to their homes has grown exponentially. Recent research from Zuora has shown that 89% of UK adults now subscribe to such services. That’s a sizeable 58 […]