Mary Portas on rethinking multi-channel retail for online business |

Описание: ‘Multi-channel’ – I hear that word daily and you know what? It still annoys me. Because brilliant retail isn’t just about channels. Brilliant retail is about experience. And by that I mean experience-first, not transaction-first. Think people-first, not ‘consumer’-first.

At Portas we call this PX – your People Experience. Where CX will focus on the functional and transactional plumbing, PX goes much deeper – putting empathy to work across the whole experience of your business. Inside and out – colleagues, customers and communities.It’s the new retail experience for a new value system, a new customer mindset and a new shop floor. Where online and offline seamlessly combine. Where selling in the here and now lives in natural symbiosis with fostering lasting relationships. And we generate social value as well as commercial value.

It’s time to think more creatively and empathetically about what lies behind ‘multi-channel’. Because this will be the difference between staying still and innovating; surviving and thriving. Progressive retailers are ready for this. Are you?

Join me for this week’s episode of Rebuild, sponsored by Dell Technologies. #TheKindnessEconomy

If you would like to learn more about any of the topics we discuss in this series, you're in luck. The team at Portas and I have created 6 reports that delve much deeper into the themes of Trust, Loyalty, Multi-channel retail, Engaging with Youth, Sales and Promotion and Wellbeing. Please head to weareportas.com/portas-reports for purchase details.