Ambitious omnichannel strategies and innovation have become paramount for mass-market brands
The cost of living crisis has exposed weaknesses in business strategies: 2023 was marked by receiverships, liquidations and restructuring of historic brands. However, for many of these names, the problems have been caused by flawed business strategies. Some players concentrated all their investment in e-commerce expansion rather than developing an effective omnichannel strategy. Conversely, brands that underinvested in digital are now struggling.
E-commerce pure-players ran into difficulties in 2023, with declining online sales and more product returns. Pure online retailers are facing competition from brick-and-mortar operators, who have been stepping up their efforts to build an integrated multi-channel model, particularly since the end of the pandemic.
The latter capitalise on click & collect capabilities, enhanced "ship from store" strategies (flexible logistics: being able to deliver orders placed online from any warehouse, distribution centre or physical store, where the product is closest to the customer), or in-store return services for products purchased on the internet with immediate refunds.
Furthermore, mass-market brands are opening innovative, state-of-the-art stores, which stand out for their superior customer experience.
In London, Fast Retailing has opened a Uniqlo-Theory store, which includes two studios where shoppers can recycle, repair or remake their Uniqlo items. They can also create their own designs. The store is home to Uniqlo UK’s first in-store café, which offers customers “Japanese-inspired refreshments”. It also has an outside terrace for relaxation.
Meanwhile, as well as selling its sportswear, Circle Sportswear’s Parisian pop-up store will host discussions between athletes and running enthusiasts. Races starting from the shop will be organised and there will also be a catering area.
In its new Parisian “General store”, which has been designed like a hardware store, the sneakers brand Veja is offering its customers a sales area as well as a shoe repair shop and tailoring service to extend the life of shoes and clothing.
Promising prospects
The outlook for European consumer spending is encouraging. The slowdown of inflation will lift real wages and consumer confidence, thereby boosting domestic consumption across Europe.
Moreover, global tourism is returning to pre-pandemic levels. International tourist arrivals in Europe rose by 17% over 2023 vs 2022. The Southern Mediterranean region is leading the recovery (+1% vs 2019), according to the World Tourism Organisation. The return of tourists is adding to footfall on Europe's main shopping streets.
“These two factors suggest that a rebound in retail sales should be forthcoming in 2024 in almost all European countries, which should support the retail industry”, concludes Patrick Delcol.