Salmon is delighted that Argos has won the highly prestigious Multichannel Retailer of the Year Award at the Oracle Retail Week Awards, which celebrate the greatest achievements in UK Retail.
Salmon has been helping Argos deliver their multichannel strategy since 2002, following the development and implementation of a new eCommerce website. Their underlying platform, which leverages IBM WebSphere Commerce continues to support their award winning multichannel strategy today and Salmon continue to work with Argos to develop and enhance the website and provide around the clock application management, maintenance and support services.
Karen MacLachlan, Marketing Director at Argos said on the night “We are delighted and proud to be the winner of this award. It’s an achievement to be recognised as a multichannel retailer, connecting our customers to different ways that they can shop our brand. If they want to come to us by the catalogue, website or our new iPhone app we make it as easy as possible for them to connect with us.” View the video of Karen MacLachlan
Neil Stewart, Commercial Director at Salmon said, “We are delighted that Argos has been recognised for their excellence in Multichannel. As usual competition was fierce with the biggest names in retail competing for the one accolade. However, Argos’ commitment to investing in their multichannel strategy and delivering the ultimate customer experience stood out. We look forward to our continued partnership with them.”
More information about the awards and winners can be found here.
“It was the best of times, it was the worst of times, it was the age of wisdom, it was the age of foolishness, it was the epoch of belief, it was the epoch of incredulity…”
The memorable opening of Charles Dickens’ novel A Tale of Two Cities came to mind today as I reflected on the wide variation in customer service we all experience day-to-day. First a couple of contrasting examples:
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Salmon have delivered an eCommerce optimisation service for Kiddicare.com which has resulted in an 86% increase in repeat purchases, and a 500% increase in customer opt-in for email and newsletters. £165,000 of incremental revenue from second purchases, has been observed in just two months since Salmon’s recommendations were implemented.
Scott Weavers-Wright, Partner at Kiddicare.com said, “Salmon advised us to make some small, yet significant changes to Kiddicare.com. Our aim was to optimise our online marketing to all of our customers, to encourage return visits and to increase sales. As a result, Salmon’s eCommerce experts have reviewed our promotions to make them more engaging, changed our customer email content and re-designed and improved both our checkout and registration processes. We were delighted with the outcome based commercial agreement under which they offered their services and we are delighted with the results.
The next stage of Salmon’s project with Kiddicare is to understand the impact of these changes on customer lifetime value and to further improve the relevancy of the email marketing activities based on the data captured.
To date, the results speak for themselves and demonstrate the importance for all merchants, however successful they are, to continually optimise their eCommerce offerings and remain abreast of customer preferences and predispositions.
About Salmon and Kiddicare
You can read more about Kiddicare here (Retail Week article, requires registration), and more specifically about its recent acquisition by Morrisons here (FT.com , requires registration) and here (Guardian.co.uk).