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Cost of Cash Set to Rise |
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Posted At: 20 October 2015 12:55 PM
Related Categories: E-tailing, Retail |
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We have all seen it over the past few years, less cash purchases, more card transaction and with the latest increase in contactless payment limits, it is now even easier to use cards in all retail outlets. But the question is, what does this mean for the consumer over the coming years?
Last year, 2014, the volume of card transactions surpassed cash ones for the first time, largely driven by contactless payments. It was famously once stated that The Queen doesn’t carry cash with her, are we all finally following suit?
The pressure is not just coming from new technology, but is now being driven by the cost of cash. Most economic commentators are forecasting a rise in interest rates which will increase the cost for retailers to handle cash, from around 0.2% to 0.3% of value. This in turn will have an impact of profit margins for retailers, most of whom are already struggling to maintain profitability.
This pressure is going to necessitate a change in strategy by the retailers. Some are already looking at ways to change the purchase process with customers - you only need to look as far as London Transport, where contactless payment cards can now be accepted at Oyster payment points. But a further question that will need to be asked is what impact will these changes have on customer behaviour?
Will we see a point soon where the paying by cash will cost more than by card?
Probably. Or when will we see the first cashless retailer? There will still be a significant group of the population who will be reluctant to drop cash, just as there has been a reluctance to stop writing cheques. However, the cheque is almost dead and it is more than possible that cash will follow in its footsteps. Those retailers that are progressive are already looking at how to manage this transition, those that don’t will suffer the same impact as those who didn’t embrace the internet, they will possibly see reduced sales and reduced profits.
There are many new payment channels begin tried and tested including “Cryptocurrencies” such as Bitcoin and with more retailers opening up to this possibility, the face of payments is sure to change in the coming years.
Our thoughts are that retailers need to be engaging customers in the change now to ensure that when the costs do become prohibitive, it is an easy step to move to a cashless system.
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Don’t stop; just shop |
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Posted At: 13 December 2013 12:13 PM
Related Categories: E-tailing, Retail, Retailers |
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Despite the continuing technological revolution, we remain social creatures. Many of the office-bound working population could work from home electronically connected to the workplace/clients/the market, but it’s not only the employer’s need to ensure employee productivity; we all need a bit of actual face (to-face) time, a chance to chat, explore ideas and gauge reactions. So, with the daily commute still very much a reality, the shopping population is regularly on the go.
Network Rail has embraced this thought and not surprisingly seen station retail sales results grow by 4.74% like-for-like from July to September 2013. Compare this with BRC’s measure of high street sales, which increased only 1.5% across the same period and it seems we still want to shop, it just needs to be ever more convenient.
Taking this a step forward, if you can bear the thought of lugging your groceries on the tube, whilst avoiding your fellow passengers armpits, swinging handbags and selfishly placed feet, then take advantage of Asda and TfL’s recently announced partnership that will see Grocery Click and Collect services at six underground stations.
At SnapShop, we’re also monitoring the move to smaller formats. Some of us remember when there was a Tesco of old on the high street. Not only is it back, and has been for a while, but others are following the lead:
• Morrisons has successfully refined its M-Local model and is moving forward with the format based around fresh food and friendly service
• The Range is understood to be considering opening smaller stores of 20,000sq ft on the UK’s high streets
• TGI Friday's is preparing to roll out smaller outlets in university towns and at stations.
• Topps Tiles is launching a trial of new smaller-format stores next year
• Wahaca is to launch a new on-the-go takeaway concept called Burrito Mama
• Wilkinson has announced plans to launch a smaller-store format
The high street isn’t dead, it just needs conveniently relocating and reshaping.
FSP’s knowledgeable consultants and vast information resources can help retailers decide on their location strategy and towns, shopping centres and travel hubs decide on their tenant mix. Just ask.
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Christmas Sales Commentary |
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Posted At: 24 January 2012 14:56 PM
Related Categories: Christmas, E-tailing, Retailers |
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The retail story of 2011/12 Christmas is less about sales and more about survival. Sales generally were better than in snow-struck ’10/11 but the number of retailers going into administration has been the highest since the ‘08/09 crisis. Few of the failures have been a surprise and sadly there is still a queue of struggling retailers.
The hard work and ingenuity of retailers maintained sales over Christmas but at the cost, at least in some cases, of squeezed margins. Financing the investment in the new technology that is driving market development and growth is challenging for all retailers, but especially for those struggling to service their existing debt. The threat of pure on-line to physical retailing is turning out to be less than envisaged a few years ago. On the other hand, the importance of all retailers having an effective on-line offering becomes ever more apparent.
Meanwhile, the knock-on effect on retail locations is still unclear. Retailing will continue to thrive beyond the 30 to 50 UK locations of interest to global retailers but its format and nature are not yet clear. That ultimately will be driven by the nature and scale of local demand. The challenge for asset managers is to be able to identify which of their occupiers is at risk, either corporately or because the rent to turnover ratio is unsustainable. Knowledge is indeed power and using that power effectively will mark out the best managers.
To access fully analysed Profit and Loss information including Financial Health indicators, along with downloadable officially filed company accounts and for regular updates on weekly, monthly, quarterly, half yearly and full year results, including total and like for like £ and % sales results, please subscribe to SnapShop
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Secret Shopper |
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Posted At: 13 January 2011 14:00 PM
Related Categories: E-tailing, General, Media, Social Commentary |
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Next Wednesday the new series from Mary Portas sees her turn her attentions to poor service in the `fast fashion' sector. Along the same topic Michel Roux’s series Service started this week. The programme sees Michel set out on a personal mission to train eight young people as front-of-house superstars.
Michel describes UK customer service as “Surly, slapdash and dreadful”. He says, "Even buying a newspaper you can find that you're not even acknowledged. There's no eye contact, no greeting or anything. Bad service is unforgivable and it's everywhere in the UK."
Michel describes UK customer service as “Surly, slapdash and dreadful”. He says, "Even buying a newspaper you can find that you're not even acknowledged. There's no eye contact, no greeting or anything. Bad service is unforgivable and it's everywhere in the UK."
As shown in the last SnapShop blog entry - Animal – a customer service success story, customer service can be brilliant.
So is UK service really that bad and if so, why?
With the upcoming Royal wedding and 2012 Olympics international visitors are going to expect a warm welcome.
Competition to get the increasingly frugal customer to part with their money is strong, making customer service and customer relationships more important than ever.
If I receive bad service I will avoid that shop or website, and tell all my peers of my bad experience. With reports of decreasing sales retailers cannot afford to lose customers or the subsequent bad publicity.
Maybe retailers should take a leaf out of Waitrose and John Lewis where the customer is key and service often going above and beyond.
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Out-of-town, in-town and e-tailing |
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Posted At: 23 December 2010 13:00 PM
Related Categories: E-tailing, Future of Retailing, Retail |
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In response to a query, raised on the SnapShop website, about the trends in retail sales between town centres, out-of-town and e-retail, FSP's Managing Director, Geoff Nicholson, writes: The share taken by e-tail is monitored both by ONS and by IMRG. They use different metrics and with adjustments, they broadly tell the same story – the market has grown quickly but is still quite small, i.e. less than 10%.
The in-town/out-of-town split is more difficult to find but is much more significant. FSP has done quite a lot of work, using the development of space and average sales densities, to track the increasing share of the out-of-town market. The greatest push is coming from the supermarkets and their increasing proportion of non-food sales.
FSP has published some top-line results, tracking the market share change over the last 10 years and a projection for the next 10 years. In broad terms, FSP expects the non-food market share of in-town retailing to drop from around 64% in 2000 to around 42% by 2020.
FSP has worked on a number of town centres that are being strangled by edge-of-town developments, particularly large supermarkets. It is surprising that the scale of the change has attracted so little comment or political attention. I can only presume this is testament to the power of the supermarkets.
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The ASOS Phenomenon |
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Posted At: 14 October 2010 10:00 AM
Related Categories: E-tailing |
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In June, ASOS chief executive Nick Robertson said the retailer aimed to reach turnover of £1bn within five years. Lofty aspirations one might think when accounts filed with Companies House at the end of September show that target to be over 4 times what they achieved this year.
However, at FSP, one of the things we are good at is monitoring the financial health of retailers. ASOS, we can see, are not just healthy, they are consistently very healthy. Turnover in the year to 31/03/10 was 35% higher than the previous year and more than 24 times higher than back in 2004, whilst the BIS Guide has gone from Healthy to Very Strong
The amount of money to be spent is only finite – although purveyors of expensive credit would have you believe otherwise – so traditional high street retailers beware, with ASOS swallowing so much of your punters’ cash, very soon they may not even trouble themselves to visit your store.
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Another small nail |
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Posted At: 14 July 2010 13:40 PM
Related Categories: E-tailing, Future of Retailing |
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FSP applauds the Post Office’s lethargic ability to move with the times. We see today that about 650 of the 1,400 delivery offices across the UK will stay open until 8pm on Wednesday evenings and 2pm on Saturdays for those who are not at home to receive items during the day. Bravo! Not quite the major supermarket stance of 24 hour opening, but a step in the right direction of keeping up with the times and the needs of the consumer.
But the worrying part is captured in this quote from the Post Office’s Mike Brown: “With online sales continuing to grow, this initiative demonstrates our determination to develop products and services that help both retailers and their customers have greater choice and control over the delivery of items.”
Our own MD, Geoff Nicholson recently noted “The migration of shopping away from town centres is accelerating. It is going to the more efficient and convenient supermarkets, to out-of-town retailing and to the internet. Without action, the UK will follow the United States into suburbanisation with largely lifeless town centres”
Our SnapShop data shows us just how many retailers now have a transactional website – and we barely touch on those who are solely online (N Brown owns 33 of them!). So, for those with bricks and clicks, the multi-channel offer should enhance the high street by selling the in-store experience, as well as offering the convenience of online shopping. Retailers need to focus on why their customers should visit the store by making it an enjoyable event, not a chore. Then the Post Office can return to the dark ages!
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Think Outside The Box |
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Posted At: 24 July 2009 14:41 PM
Related Categories: E-tailing, Future of Retailing |
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The Internet is beautiful. It’s most definitely the best thing since sliced bread, and it’s probably the most important creation in the history of time (apart from, like, electricity, but I’m not really sure if you actually “create” electric so…) - and I think that if it were a Harry Potter film, it would be The Goblet of Fire. Stick with me here.
Like the Goblet itself, ‘the Internet’ accepts all people over a certain age (cough cough) and, if they’re lucky, they get chosen to be catapulted towards wealth and stardom. How else can you become rich, famous and speak to a million people without even leaving your home?
Also, I’m pretty sure that [Amazon.com, Inc founder] Jeff Bezos felt exactly like Viktor Krum throwing his name into the Goblet when he published the first incarnation of the now multi-million pound company’s website; he wasn’t sure if he would make it, and certainly wasn’t aware of what would happen if he did. He did. And unlike Krum, he went right the way to the top of the pile with Amazon, who now holds 4.84% of the UK e-commerce market, according to hitwise.co.uk.
The term ‘market share’ in relation to the Internet doesn’t really reconcile with me to be honest. Being naïve and I suppose wishful, I like to think of the ‘net as a place where anything goes – where people are equal and where everyone has a chance to play...and those things in turn cannot exist in places where you can have such a thing as market share.
‘Market share’ jargon is for big industries – construction, real estate, manufacturing; industries that don’t exist in the online world, industries that are left well and truly to the big boys in the real world that the Internet lets us escape from. Unfortunately, some of these big boys are not as stupid as they look, for retail has infiltrated utopia.
Probably the biggest business in the world, retailing storms ahead of most when it comes to innovation. Think back to the old days of the cash-only, manual tills – then flash forward to today, only a few years, when contactless payment systems are almost a reality. It’s immense, and the possibilities have most certainly not been exhausted. Aside from the newer emerging m-tailing (retailing through mobile phones), e-tailing is fast becoming the saviour of the sector.
In the UK, eBay has approximately 22.31% of the retailing market share as at 27th June 09. That’s over 18% more than its closes rival, the aforementioned Amazon. What this means is that the power gathered and exerted by this giant player will almost certainly stifle any competitor that may like a slice of the pie for themselves - and that, in my book, makes them a monopoly.
According to the always reliable Wikipedia, the lowest…market share of a firm considered "dominant" in the EU...is...39.7%.
Ebay is only a few steps away from a figure like that, and what will happen if they get that big, that clever? Who will be there to object? At the moment, no one. There are – as far as I know – no regulating bodies for competition law on the Internet, and I don’t expect there will be until it is perhaps too late.
Let face it, people are sheep – they (we!) will go where everyone else goes, do what everyone else does. Fuelling the fire like this is only encouraging the limitation of choice – the thing that made the Internet so very, very fabulous.
I fear the online retailing market will essentially become as stifled and as boring as the current offering on high streets across the UK; we broke those by being biased, lets not do the same the second time around. Think. Outside. The box.
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We're Nice Guys Really |
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Posted At: 16 April 2009 14:30 PM
Related Categories: E-tailing, Future of Retailing |
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Social Networking. Some understand it, some don’t. Some use it, some don’t. Nevertheless, all retailers should keep it in their peripheral vision because it’s a brand new weapon competitors will use to beat you down! Ok, so that’s a bit extreme, but it is very important…
Where our parents passed on their news, ideas, reviews and experiences with friends, neighbours and loved ones by word of mouth, the next generation are turning to the web. If you don’t have a website by now, shame on you! If you do, are you using it to its full potential? ASOS, Waitrose, River Island and Mothercare, to name but a few, have taken the plunge and added interactive social forums to their websites to great effect, and countless others are using sites like Facebook, MySpace and Twitter to increase 3 things; their brand presence, their personableness and, as a result, revenues.
I can think of at least ten high profile retailers who have MySpace pages which work well for them – by that I mean their users are active, they update regularly and they have a benefit to the marketing of that retailer. TopShop are a great example of how to use MySpace – their profile is both ‘fresh’ and ‘funky’ (read: appeals to young ‘uns) and they use it to promote new lines, therefore quelling the risk of distracting users from what they ultimately want them to do – become interested in the products and shop shop shop!
Some people suggest an ‘adapt or fail’ philosophy should be adopted when it comes to ‘Web 2.0’, but I don’t think that’s right at all. As with any marketing – and that is effectively what retailers are using it for – the target demographic should be the deciding factor; are the ‘old homelies’ going to care that you have a Facebook page? Would a typical CC customer feel lost without a regular Tweets? Probably not.
All that really matters is that you understand it. It’s really not good enough to respond to the question “do you have a Bebo page” with a blank look anymore – but it is ok to weigh up the pros and cons, and to decide that perhaps no benefit would be had from investing time and effort in this ‘new fangled’ marketing fad.
If you do decide to take the plunge into the murky depths of social media marketing, however, then please, for the love of God, grasp it with both hands. Us consumers hate nothing more than a stale page with no new updates; that would likely do more harm, than good.
Over and out. Oh, and keep an eye on our Twitter ;)
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What will you be doing on Christmas day? |
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Posted At: 24 December 2008 11:00 AM
Related Categories: E-tailing, General |
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The words “Christmas Day” spark a different emotion in everyone; for most, they mean a time of joy, cheer and family, for some, they mean loneliness and sorrow and for others they just mean more hard graft. And though Christmas time is mainly synonymous with love, life and laughter - all free - it has become a key time in a retailers calendar, and this year that means only one thing; making up for the previous 11 months’ pitiful performance!
It’s been no secret that the run up to Christmas 2008 has seen foolhardy marks of desperation from even the most respected high street retailers, with crazy sales offers popping up all over the place…so what will happen to the infamous ‘boxing day sales’?
I feel like they will have less impact than in previous years; after all, with retailers offering up to 40% discounts pre-Christmas, what will they have to do to impress us post-holidays? Not much, according to ITPro and various other sources. They’re predicting that a whopping 5 million people will hit the e-high street in search of even more bargains on Christmas day!
It’s an odd phenomenon which I’ve never considered before…I quite like fighting my way through the boxing day sales…but given the chance, I’m certainly not going to say no to sitting in my living room instead!
What do we find to buy?! And why do we feel the need to spend more money, days after maxing our credit cards?
Let me know what you’ll be shopping for this Boxing Day, and what, if any, websites you consider ‘must hit’!
As this is my last post of 2008, let me wish you all a very Merry Christmas and a Happy New Year. May 2009 bring you – and the high street – much more luck!
And for our international readers, Merry Christmas…in many different languages!
Cornish: Nadelik looan na looan blethen noweth
Scots Gaelic: Nollaig chridheil huibh
Welsh: Nadolig Llawen
Latin: Natale hilare et Annum Faustum!
Saxon: Heughliche Winachten un 'n moi Nijaar
Czech: Prejeme Vam Vesele Vanoce a stastny Novy Rok
Danish: Glædelig Jul Duri: Christmas-e- Shoma Mobarak
Hungarian: Kellemes Karacsonyi unnepeket
Polish: Wesolych Swiat Bozego Narodzenia or Boze Narodzenie
Italian: Buone Feste Natalizie
Spanish: Feliz Navidad
Greek: Kala Christouyenna!
Japanese: Shinnen omedeto. Kurisumasu Omedeto
Chinese: (Mandarin) Kung His Hsin Nien bing Chu Shen Tan
Swedish: God Jul and (Och) Ett Gott Nytt År
Dutch: Vrolijk Kerstfeest en een Gelukkig Nieuwjaar! or Zalig Kerstfeast
Finnish: Hyvaa joulua Flemish: Zalig Kerstfeest en Gelukkig nieuw jaar
Icelandic: Gledileg Jol
Eskimo: (inupik) Jutdlime pivdluarit ukiortame pivdluaritlo!
Choctaw: Yukpa, Nitak Hollo Chito
Manx: Nollick ghennal as blein vie noa
Occitan: Pulit nadal e bona annado
Rapa-Nui (Easter Island): Mata-Ki-Te-Rangi. Te-Pito-O-Te-Henua
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Share & Share Alike. |
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Posted At: 19 December 2008 16:00 PM
Related Categories: E-tailing, Future of Retailing, Retail, Retail Suppliers |
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This year, why not give the gift of shares. Seriously. Stick with me here. It’s a hot tip and not at all boring.
Founded by former banker Helen Brown, Catwalk Genius is an e-tailer and crowd-funding site that enables commoners like you or I to purchase shares in designers for just a tenner. Each designer has 5,000 shares available, and you can buy as many as you like in exchange for discounts and dividends. There are currently just under 30 designers listed in the ‘Back a Designer’ section, 11 of which are available to fund, and most items in the collections are also available just to buy, should you so wish.
My favourites designers to date are Black Heart Bunny, DAD and Ostwald Helgason, because I consider the products attractive in that a) I would wear them, and b) I can see them selling…therefore giving me, as an investor, a return. Or, it would, if those particular designers were available to back…which brings me to some issues I have with the site:
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It’s not overly obvious how you buy the shares. (You find a designer, check for the little pink love heart symbol which denotes that shares are available, click on the name and then click on their names again to go to their profile page where shares can be bought – took me a few attempts to discover this)
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You can hardly call some of the collections ‘collections’. Tom Florian Atelier lists 1 bag on his product page, while Tatty Divine looks more like the former than the latter, listing plastic keychains and dress-up shades with exorbitant price tags. But hey, what do I know about fashion? Apparently “the work for sale on the site is edited and directed by [a] virtual panel of fashion industry experts”…so I guess these things are ‘cutting edge’, not ‘over priced’…
But, it is a fledgling site, so there are bound to be gremlins, and I hope that it does take off once all the kinks are ironed out. I love the idea of Catwalk Genius and genuinely think that it’s important for us to back home-grown talent, so well done to the people sticking their neck out there are creating new concepts like this one.
Some other examples of crowd-funding schemes that I liked include;
- ArtistShare - a service for musicians to fund their projects outside the normal recording industry
- BeerBankroll - a community managed brewing company
- greedyorneedy.com – focuses on fulfilling as many everyday wishes for as many everyday people as possible
- laraghfinance.com - raises funding for businesses so they can execute their business plans.
- nvohk - an eco-friendly clothing company
Maybe something like this would make a great Christmas gift for a friend or relative who you’ve ran out of ideas for; there are lots of these things to choose from and some ultimately very worthy causes out there to support.
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Online Retailing; A Marvellous Evolution |
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Posted At: 02 October 2008 13:36 PM
Related Categories: E-tailing, Future of Retailing |
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I am a great fan of shopping online. As you may expect, I’ve been a dedicated surfer for a while now - a good decade or so, really (not long to some, but I’m only 23!) - so the fears and reservations harboured by many have been quelled within me by a long and successful relationship with the e-street, during which I’ve never experienced so much as a denied refund let alone identity fraud.
Yes, ‘plastic card’ fraud is up 14% since last year, but to put this into context, fraud sourced from the Internet went up 204% between 2001 and 2007, while transactions increased by 415%!
Take a look at that figure. 415%. Staggering, isn’t it. In 2001, the internet was…well, not much more than a massive pornography library, and the hangout of some uber geeks, if we’re honest about it. The word ‘iPod’ returned an “Image Proof of Deposit Document Processing System” website top of the list, and shopping options included Amazon (launched in 1995) and a supremely ugly CDNow website*. Now…well, now you can book a holiday to Australia, get a taxi to the airport and back, and arrange for your food shopping to be dropped at your door just hours after your return, without even leaving the house.
I’m gad that things have moved on and I’m clearly not the only one.
While high street sales figures are falling, online figures continue to rise; just today, Marks and Spencer posted an overall 1.6 per cent fall in UK sales for the second quarter of 2008, with online sales 34% up! And do I need to mention the word ‘ASOS’…? The golden child of cyber space, ASOS recently announced a 104% year on year increase in sales for the 6 months to the end of September 2008!
So, we’re all in love. Even men love Internet shopping (42% of men shop online every week compared to 35% of women) so while I’m not going to say the future looks bright, I will say that I expect to see online spending increase more and more as shoppers hunt for both a bargain and a way of saving more of their ever-dwindling time. Lets hope retailers are ready, eh…
*To see for yourself, visit Google as it was in 2001 here
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BPI forces ISP's to target law breaking customers |
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Posted At: 07 July 2008 13:29 PM
Related Categories: E-tailing, Future of Retailing, General |
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It was announced in the press last week that Virgin Media has teamed up with the BPI (British Phonographic Industry) to target illegal file sharers on their network. Around 800 letters were sent to customers who the BPI had identified as participating in illegal download activities warning them that they, well, shouldn’t be.
The BPI wants all UK Internet Service Providers to advocate a ‘3 strikes and you’re out’ policy, however so far only Virgin Media has agreed. I find this curious, to be honest; from the reviews I’ve been hearing, I’m not sure Virgin Media can afford to give customers another reason to go elsewhere or to discourage people from taking up their reportedly mediocre service further! And, really, people will choose to go elsewhere unless the BPI get full co-operation - something that doesn’t appear to be happening (Carphone Warehouse have refused to sign up already and BT have stated they already have their own similar policy so are not interested in aligning themselves with BPI).
In my opinion, this is just another instance of the recording industry blaming everybody but themselves for the state of the music retail market.
For many, many years record companies had a monopoly on the way we accessed music – options ranged from ‘pay £13.99 for that CD’ to ‘pay £13.99 for that CD’ – and now there are other ways to listen to our favourite artists they don’t know what the hell to do. Point is, illegal file sharing isn’t a new phenomenon, it’s been around for a good ten years now and the BPI really should have worked with the recording industry to respond to developments in technology and the shift in the way people access music much, much sooner.
While I wholeheartedly agree that illegal downloading does affect the music industry, it is entirely unfair of the media to paint such a ridiculously bleak picture. In reality, revenue is still higher than it was 10 years ago; other, equally vulnerable, industries have continued to grow since the advent of file sharing; and like it or not, there are many other, more influential factors aside from p2p which may have contributed to the decrease in music sales (both Zavvi and HMV in the UK have recently posted healthy trading results due to increased spending in their DVD and gaming sectors, for example)
The BPI does, and will always, work for the recording industry. It is not interested in consumers or any other industries, and I truly believe that ISP’s are just the next victim the BPI have chosen to take the brunt for something which is essentially their fault. Loss of revenue from illegal filesharing will only be stopped by a lot of time and effort being invested by them, no one else, and so how on earth they have the cheek to launch a campaign like this right now - when they’ve openly admitted that their current mechanisms for selling music online are inadequate - is beyond me. Studies report a willingness amongst illegal p2p users to use legal services if they are improved, so why not offer a viable alternative to illegal downloading before having a childlike tantrum and blatantly forcing ISP’s into threatening their own customers. Step up, take responsibility and sort out your own problems, BPI, your failings created the problem, only you can remedy it!
8th July 2008 edit: For further reading about the propsed European Anti-Piracy laws mentioned above and more on what the opposition has been saying, see this interesting article by the BBC: http://news.bbc.co.uk/1/hi/technology/7492907.stm
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