Connected Shopper

Connected Shopper

A full researched review of the UK retail Sector from demographics through to social media engagement.

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Improving On-Shelf Availability (OSA) has been a key focus within the Fast Moving Consumer Goods (FMCG) industry for many years.The purpose of this white paper is to share some of these insights and client experiences as a way to help you to think through your company’s current situation and future aspirations within the context of On-Shelf Availability best practices.

Author Andrew Mitchell

Summary Despite this, out of stock levels on the shelf still remains persistently high, and in today’s challenging economic environment it is even more critical than ever for retailers and manufacturers to ensure that every product a customer wants to buy is available every time he wants to buy it. On-Shelf Availability is the measure of a product being available for sale to a shopper, in the place he expects it and at the time he wants to buy it. It typically covers three key stages:

  • Shelf Availability. The item is not on the shelf. There may still be stock in the store, but it is hidden, in a different location or still in the backroom.
  • Store Availability. The product is not available anywhere in the store. It may, however, be stocked in the distribution centre or en route to the store.
  • Warehouse Availability. The product is not available to order, as there is no stock in the distribution centre.

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Retail Health suffers as inflation bites and Inflation is a wake-up call for retail: upward commodity prices herald a new retail environment longer term. Low/non-existent volume growth environment here to stay and quality, not quantity, will be a key driver for future growth.

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Description
The UK’s high street retailers are spending an increasingly large proportion of time, money and effort on acquiring new customers.The findings are based on research from 280 senior level decision-makers and C-level management from household names in the UK retail sector, conducted by Retail Week and commissioned by Service Management Group (SMG).

Author
Service Management Group SMG

Summary
Despite the UK being home to some of the world’s most admired retailers, there is an incomplete understanding of the potential that superior customer service can have on retention.In 2005 only around a third (36 per cent) of retailers were spending more on gaining new customers than retaining existing ones. Next year, 55 per cent of retailers will invest more on acquisition than retention. In 2015 almost two thirds (63 per cent) will be spending more on acquiring customers than retaining current ones. The findings are based on research from 280 senior level decision-makers and C-level management from household names in the UK retail sector, conducted by Retail Week and commissioned by Service Management Group (SMG).

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