Our approach

Today’s customer expects a seamless shopping experience that fits around her life. Our approach brings together our digital platforms, data and technology with a well invested store network to meet customers wherever and however they choose to shop.

We have built a cohesive omnichannel model that connects our app, website and physical stores into a single, joined-up experience. This gives customers the freedom to move easily between channels, whether that is browsing online, collecting in store, returning locally or discovering and shopping content through social platforms.

Our strategy is underpinned by our digital transformation.We are investing to further develop our e-commerce platforms, data capabilities and customer technology, strengthening personalisation, improving convenience and enhancing the end-to-end shopping journey.

By combining the scale and growth of online with the reach and flexibility of our store estate, we are able to serve customers more efficiently while building resilience into our business model.

Our approach is enabled by continued investment in technology, data and tools that connect our teams, stores and customers, and support a more personalised, seamless experience.

• Click & Collect brings the convenience of online together with local store access
• In-store ordering extends product choice beyond the physical shop floor
• Online and in-store returns increase flexibility while improving efficiency
• In-store returns kiosks make the returns process faster and easier
• Digital receipts support more personalised engagement across channels
• Visual search within the New Look app helps customers discover relevant products
• Online and app-based stock visibility drives footfall and improves availability
• Consistent payment options across channels provide ease and choice
• Store-specific social content strengthens local engagement and relevance

Alongside this, the launch of Club New Look, our first loyalty programme, is helping us build deeper relationships with customers.

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.

As part of our digital transformation, we continue to invest in our store estate, equipping teams with the right technology and tools to deliver a more connected, engaging experience. Recent upgrades to flagship locations have demonstrated how digital integration in store can enhance service, improve journeys and drive growth.