Our omnichannel approach

Today's consumer expects a seamless omnichannel service.

Unlike multichannel, our omnichannel approach provides a unified experience across all channels, whether that’s our app, website or physical stores. This gives our customers the freedom to shop and engage in a way that suits them, whether that’s ordering online to collect for free in their local store, or shopping looks direct from our Instagram feed.

Our omnichannel model offers the combined opportunities of the online and offline markets, whilst offsetting the risk faced by our pure-play competitors. Our online touchpoints harness the growth in the online market whilst minimising the costs of fulfilment and returns by utilising our stores.

Our store footprint maximises local, convenient access to our product and direct engagement with our staff. It also offers flexibility for online fulfilment, extending the choice of our physical store stock through access to our entire online product range.

• Click & Collect encourages the online customer into stores for convenience
• Our in-store ordering online service broadens product choice beyond the physical shop floor
• Online and in-store returns increase choice while reducing costs
• Returns kiosks in store have made returning items even easier. Customers can simply create a QR code, follow the signs in-store to the returns kiosk, scan the QR code on the kiosk and place their parcel with items to return in the drop box.
• Store receipts delivered by email inform personalisation across in-store and online
• Visual search within the New Look app shows recommended items
• In-store stock levels can be checked online and on the app, driving footfall to stores
• Common payment types across online and in-store (e.g. Klarna) provide ease and choice
• Store-specific social media channels reinforce our local presence and engagement

A love of the great British high street is in our DNA.  Ever since the first New Look store opened its doors in Taunton in 1969, we have never underplayed the significance of our high street presence.

While our strategy is increasingly focused on digital channels, we believe in the power of our physical stores to compliment and connect with our strong online presence. Our digital transformation means greater choice, omnichannel flexibility and digital marketing in-store, by equipping our teams with the right technology and tools to meet our customers’ needs.