Consumers are increasingly researching and buying product online, with a growing demand for 24/7 availability. Our customers are no different, they are predominantly savvy 25-35 year olds who are connected digitally, via social media and on mobile. In the UK, our online sales are growing and account for nearly a third of our UK total sales with click-and-collect becoming increasingly popular with customers who are looking for convenience and flexibility.
UK online sales growth
of total UK sales
We intend to invest further in out digital offering, improving customer experience on our website, expanding mobile, video and social capability while also integrating more effectively our digital and in-stores customer experience through click-and-collect, improving CRM and building a strong database for marketing. We aim to:
- improve our product delivery proposition by enabling customers to track their orders, while also providing greater convenience and choice of delivery and collection points,
- to drive online customer retention and personalisation, and
- to simplify customers’ online journey and enhance customer experience through improved photo and video presentation and customer reviews.
Internationally, our Franchise Partners’ online presence is still at an early stage, reflecting the markets in which they operate. We currently have transactional web-sites in 10 countries, which should grow over the medium term. We aim to facilitate the extension of our Franchise Partners’ online presence to most of our International markets and, potentially, more widely to markets which are currently without Franchise Partners.