It’s not the weather, it’s not the ads. It’s the customer experience.
So here we are again. Time for the annual ‘retailers post disappointing Xmas trading results’ headlines. This year, I’m not looking at the correlation between their results and their ad campaigns, I’m having a think about the relationship between their results and the in-store experience. With retail sales overall up 5.3%, and some brands delivering up to 20-30% growth online, it shows just how badly the poor performers have done. Over at M&S (down 2.1%), [...]