Multi-channel
The online UK clothing and footwear market has grown strongly over the last few years, representing circa 4% of the overall UK clothing and footwear market in 2011 compared with circa 2% in 2003. Verdict predicts a sales compound annual growth rate (CAGR) of just over 10% for the online UK clothing and footwear market between 2009 and 2013.
Growth of e-commerce to drive multi-channel offering:
- Third most visited online destination for women’s clothing in the UK as at year end*
- Serving customers in over 120 countries from October 2010
- Driving customer loyalty
- Personalised experience
- Developing multi-channel capabilities
* Source: Hitwise Most Popular Websites in Shopping and Classifieds rolling 3 months average w/e 26 March 2011
Key facts
- Newlook.com receives close to 2 million hits per week
- International revenue as a proportion of our multi-channel business has doubled in the last year.
- 115% of store range available online (including all maternity, kids, tall, inspire and menswear ranges)
- With the launch of our second generation website, visitors are spending 22% more time online and viewing 27% more products on average.
- 90% of New Look online shoppers visit the site at least once a month (New Look Website survey)
- 59% of New Look online shoppers visit the site at least once a week (New Look Website survey)
- Recently launched fully-scalable website platform for mobile smart phones
The benefit of multi-channel: driving incremental sales growth
Based on New Look customer research, the average spend of our multi-channel user is around 2.5x that of our store-only customer and 1.7x that of our web-only customer.
New Look’s e-commerce website was launched in December 2007, at which time the Group traded using the www.newlook.co.uk domain name. Today, the Group trades under www.newlook.com and as at October 2010, served customers in over 120 countries (including the UK) and was the third most visited online destination for women’s clothing in the UK*.
* Source: Hitwise Most Popular Websites in Shopping and Classifieds – Apparel and Accessories ranked by Visits – rolling 3 months average w/e 16 October 2010.
Opportunity to communicate with customers and drive loyalty
Our website provides a platform that allows New Look to experiment in new geographical markets without the capital investment and risk that would be associated with the opening of stores in those markets. We are also able to use the website to trial products online before introducing them in stores. New Look customers based in the UK and Ireland are also able to return products purchased online to New Look stores in their country of purchase.
Today, 100% of New Look’s in-store full price product ranges were available on our website (excluding reduced items). The website also provides information on current fashion trends under ‘Look of the Week’, while the ‘Most Wanted’ section of the website promotes popular ranges currently on offer. The website also has exclusive offers that are not available in-store.
Personalised customer experience
Our second generation website (launched early 2010) offers customers additional features and enhanced functionality such as greater ease of purchase, personalised offers, guided navigation, faster search options and checkout, and improved visual presentation, as well as providing increased capacity to support future growth. In due course, we also expect to be able to offer our international customers the ability to buy products in languages other than English and currencies other than Pounds Sterling.
We are also rolling-out EPOS till equipment and software to allow staff to place orders in-store for delivery to the customers’ homes.
Giving our customers what they want, when they want, how they want
Our goal is to improve the access of all our customers to New Look products, in particular through jointly developing our store network and online capabilities and thereby avoiding the constraints associated with having a store-only or website-only presence. 2011 will see the launch of exciting new initiatives aimed at providing best-in-class customer experience, including a click and collect capability allowing customers to order in-store for home delivery, M-Commerce functionality and the introduction of international language sites.
Did you know...
You can find a New Look store in the UK or abroad with our store locator.