Just as Boohoo shutters all Karen Millen and Coast stores and relaunches both exclusively online, it could be worth rethinking their strategy. We often think of physical retail going head-to-head with online. It’s one or t’other. The digital upstart appeared, grew quickly and is making the former, and in many cases painfully, contract as we head towards a new balance of consumer retail. But, before you decided to close all your stores in your retail network, there’s something you should know. Ninety per cent of all UK retail spend if influenced by a store and, according to research by CACI Consulting Group, across the UK, online sales are 106% higher within a store’s catchment area. Fashion, in particular, was 127% higher.
CACI Consulting Group provides solutions to make the best possible location planning and customer targeting decisions for brands and this UK wide survey was conducted with over 2,500 consumers across 20 different brands. They are calling it the ‘Halo Effect’ and it describes the uplift in online sales due to the presence of physical stores. “We know that stores facilitate showrooming and click & collect and we can quantify them as well, but what was less known until today is the uplift that stores have on what were considered ‘pure play online sales’ – or what we characterise as the ‘sit on the sofa with an iPad, get it delivered to your house or office shop’. These sales are twice as likely to take place within a store’s catchment than outside it – demonstrating the effect that physical stores have in driving online sales.” says CACI.
The catchment area is defined using drivetimes based on where 80% of customers who spent in store come from according to the survey data. The size of the catchments therefore varies by brand so, for example, John Lewis has a much larger catchment than a Boots.
“The presence of a physical store gives a customer the security of knowing that should something go wrong there is a store you can go to. In addition, seeing the store as they go to work and shopping puts the brand front of mind and builds trust with the shopper, and store led marketing in the catchment area reinforces the brand. All of these secondary effects drive online behaviours up. It is no coincidence that bar a few notable exceptions some of the biggest online brands also have national store networks: Argos, John Lewis, Next. This is also why Amazon are increasingly exploring what a network might look like.” says CACI.
Fashion, in particular, was noticeably higher at 127%, why is this? “We believe that fashion is higher because it is more of a discretionary purchase. This has two impacts – you are more likely to see it, consider it and then purchase later, at home (a subconscious showrooming) and you are also more likely to return it, particularly if you live within a store’s catchment. Therefore, being near a store triggers increased engagement.” says CACI.
For every £1 spent online outside a store’s catchment, £2.06 is spent online inside a store’s catchment. According to CACI, consumers still value a trip to the shops. Although frequency is down, average spend is up per visit and net promoter scores in shopping locations have increased by almost a third. Suggesting we’re more, rather than less, satisfied when we visit. “In this environment the role of the store can be far more nuanced. No longer a place that just shifts stuff, it is simultaneously a marketing hub, fulfilment centre, experiential destination and showroom.” says CACI.
Norfolk Natural Living's founder, Bella Middleton says, "The fact that online sales are 106% higher within a store's catchment is not a surprise. Nor should it be. It is evidence that the internet simply cannot replace the trust and community feel of visiting a physical retail store.
"At Norfolk Natural Living, we have a retail store in Holt, Norfolk, and a website selling our products internationally. Despite some incredible media coverage having grown awareness of our sustainable products internationally, we still see more orders from within the Norfolk area than any other region.
"To me, this is an opportunity for retailers to remember that the internet isn't everything. It is fast, convenient and comparatively easy to manage your business online, but people still cling onto that desire for trust and community. Even if they ultimately put their card details into a website rather than a card reader.” she says.
It appears that people also like local online. “As an online retailer based just outside of Sheffield when we have looked at our regional sales we found it really interesting the sheer volume of sales we have in counties close to home compared to further away and when our website shows us the locations our customers are from there is a spike in cities within a 35 mile radius.” says Lucy Arnold from Lucy Locket Loves, a women’s sportswear brand.
Could these kind of stats be the motivator to see pure play online retailers open physical stores? “We already are and the false distinction between on and offline will only blur further.” says CACI. "If you are a pure online retailer today, you only have 15% of the available spend in the market open to you because 85% of consumer spend touches a store. In addition, your competition online will often already have a store network and operate at a competitive advantage in marketing and brand awareness. In those circumstances why wouldn’t you go play in store?”
Is there any evidence where stores have closed and online sales have gone down? “Mothercare is the clearest one. As they embarked on a store closure program, they have seen online sales fall as well.” says CACI.
Is this information compelling enough to keep stores open is the real question? If rents and rates drop then stores will have a far brighter future and this type of online ‘Halo Effect’ will be another reason to keep stores open or be reopened. Having the shops in the right places to maximise this catchment area theory is key and reducing overlapping stores will be the obvious step for those with a larger retail network. It’s all about finding the perfect balance and looking at physical and online working together rather than against each other.
The results are in and the great British high-street has polarised. On the one side is the tired and cumbersome old guard with its offering still stuck in the past, trying to shift their stock through promotions and discounts and then the younger, faster, cheaper and ultimately, more fun retailers who are reporting record sales and profits, both on and offline.
From Left - ASOS, Boohoo
Boohoo just reported a doubling in annual profit, driven by growth in new customers, and said revenue should rise by about 50 percent in 2017-18 as it benefits from recent acquisitions. Revenue rose 51 percent to £294.6 million as Boohoo increased its active customer base to 5.2 million, up 29 percent, while international growth, particularly in the United States, exceeded management expectations.
ASOS The online fashion retailer said pre-tax profits rose 14 percent to £27.3m in the six months to 28 February, while revenue increased 37 percent to £911.5 million. ASOS has again upgraded its sales guidance for the full year, pencilling in growth in the 30-35 per cent range, up from 25-30 per cent.
This is growth, most brands, at this particularly point in time, can only dream about.
The pioneer of ridiculously cheap clothes, Primark, said total sales jumped 11 percent in the six months to 4 March. Sales at Primark, which has 329 stores globally, jumped by 21pc to £3.2bn on the back of new shops.
The UK also delivered an improved performance with a 2 percent lift in like-for-like sales, which meant the discount chain stole market share from suffering high street rivals.
Even sales of clothing at Sainsbury’s and Argos outperformed the market with growth of more than 4 percent in the year to 11 March, the supermarket reported.
What’s going on? This isn’t purely price driven. While it’s a factor, they’re making product that people want and the bigger they get and more product they make, the more people they can please. Lots and often seems to be the mantra to keep the novelty of fashion ticking over.
Too many old brands do these big annual ‘collections’, but people just want lots of individual items and fast. These fast brands do look to designers and trends, but they seem to play and experiment themselves. They acknowledge what is going on, but come up with their own things too. It's a buy it or it's gone attitude.
While Next and Marks & Spencer’s languish, I think a lot of men are trading down, happy with the product and choice. I’ve never seen so many fun things for guys. ASOS and Boohoo are producing the kind of menswear once reserved for girls and the boys seem to be loving it. Ombre fringed sweaters, lace shirts and sequinned leggings are just a few of the crazy things that are coming out of these retailers, and while they wont sell in the thousands, it keeps the cool guys coming back for more.
The young guy, today, has the confidence to have fun with how he looks and he doesn’t want to invest big money in fun or one-off items that are part of a look, or something he feels he’s taking a risk on. The fact is it’s the cheapness that makes it more fun and less pressure to look like anything in particular. It also is a way of showing off, this only cost me…
I’m going to call it the ‘Harry Styles Effect’ - trying something different yet being cool enough to carry it off. Okay, he’s wearing Gucci dragons, but you get the idea.
Only a few guys can get away with it, but it receives admiration from the rest of their peer group. It’s basically about looking like a ‘cool dick’ and when you turn up in a white, see-through lace shirt and your friends ask you what you’re wearing, you secretly know they think you’re cool and it’s the buzz you get from trying something different or new. They then look to see where you've bought your items and, while maybe not getting the same things, it creates a halo for the brand.
It’s about having a sense of humour and this is why the British are so good at style: we can laugh at ourselves, while still looking cool. We can be experimental while not worrying too much about convention or others. It’s what makes us leaders and, also, why some of our retailers are so good at this too and internationally.
Another reason is young men aren’t so hung up on logos and branding anymore. They also don't have the money to spend and want something fresh and often, if only for their Instagram account. They want to go out and wear new clothes and with limited disposable incomes they have to buy cheaper. It’s FUN with a capital F and in a world that seems to be harder and harder to get by in, it’s an outlet of escapism for the young guy.
My only message is enough ‘super skinny’.