Episode description

In 2021, it's not enough just to have a website anymore. You need a full ecommerce strategy. That means online stores, social media presence, seamlessly integrated online and in-store customer journeys and more.

In this episode of retail reawakened, we explore exactly what it is that brands need to do to remain competitive in a retail landscape where customers demand multiple ways to shop. We examine the ways that brands are constantly innovating their online experience and how they’re creating more sales channels while simultaneously unifying them.

Since 1707, Fortnum and Mason has been at the forefront of luxury retail, showcasing the finest products in lavish London locations with the help of passionate and knowledgeable salespeople. Over the centuries the brand has been able to capitalise on its heritage and prestige; but how you bring that luxury experience to an online platform? We speak with Fortnum and Mason’s chief transformation officer Jon Weg and former director of IT, Tony Longhurst, to find out how this historic brand translated its top-tier customer experience to ecommerce in just a few short months in order to continue serving new and existing customers as high street stores were forced to close their doors.

We also hear how international food and beverage retailer, Joe and the Juice, utilised their app to provide its customers a truly omnichannel experience, allowing patrons to order food, pay for meals and collect loyalty points however they want. And we talk with Saad Usman of Miniso UK, one of the newest variety retailers to hit British high streets, about how this previously brick-and-mortar-only brand went from focusing solely on stores to placing ecommerce at the centre of its business strategy.

And Adyen’s own product manager for data, Quirijn Meulenberg, and head of retail and hospitality solutions, Jan-Pieter Lips explain why it’s crucial for brands to know who their customers are and how businesses should integrate their sales channels to create frictionless experiences for shoppers.

If you want to find out more about unified commerce and frictionless experiences, visit adyen.com/ukretailreport and download Adyen’s latest research report.