Retail Pragamatist has one aim - to help retailers build and implement future proof, channel integrated propositions through pragmatic, focussed and visionary strategic implementations aimed at getting it right first time from when the customer presses the "Buy" button. The results? Lower costs to serve, improved service and enhanced customer retention.  

"I didn't appreciate until we met that someone could know so much about Logistics..."

Founder, Award-winning pureplay e-tailer.

Retail Pragmatist differentiators:

On a personal level, in general I experienced a great Christmas performance from all the retailers I shopped with online in the run up to the festive period. One retailer who stood out for me was Amazon, with one particular order. It wasn't required for Christmas as a gift, in fact I only saw it advertised on the 22nd December, a Panasonic TZ20 camera, with a load of bells and whistles, plus £35 cashback.

Amazon was at the low end of a vast range of prices, so I plumped for them, placing the order around 3pm on Friday 23rd December. The following morning, my camera arrived by post, so it was like getting an early Christmas present. This in the Retail Pragmatist's view is how to win loyalty in a very fiercely competitive market. I have had some other experiences in the run up tp Christmas that have not worked out so well in the loyalty stakes...

Today is Black Friday in the United States, when traditionally huge discounts are offered to drive footfall to stores the day after Thanksgiving. Conventionally a retail holiday, one chain caused uproar by opening up on Thanksgiving; it didn't stop the queues though. Sales are vanity...

Sir Philip Green, owner of Arcadia, has described "flat (sales) as the new growth" - to achieve flat in the current climate is a major achievement, when you consider that the Arcadia boss is considering exiting between 250 and 275 store leases in the next three years. An early warning shot to landlords, perhaps? Or is this another significant step to Tumbleweed High Streets, with abandoned stores and flat or reduced consumer spending?

Have your say in our new poll on Retail Prgmatist's homepage, and check back in a month or so to see the results, thank you!

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Over the last few years, my local town in Cheshire has become a focal point for a couple of big league supermarket chains keen to oust the current incumbent, a regional player with a monopoly effectively in the town, with only a local Co-op for competition and high prices accordingly.

My town is now on Aldi's radar, subject to a planning application that looks like it has a few hoops to go through yet, and has recently seen both a Sainsbury and Waitrose local store open. The winner for me by a country mile is Waitrose; there's obviously been a lot of thought and planning in the ranging which is spot on. Whether the local Ocado purchases database was used to analyse what customers were buying to support the ranging, which would make sense, or whether they have both a highly developed model and sense of what a local small store format should look like and contain, the Waitrose team have done a great job. I think the only thing that has caught them out, is that customers buy more than a few items in a basket, and the checkouts aren't really designed for trolleys and packed baskets. But I'm sure that this has been recognised and will be addressed.

Also a big tick in box for customer service. I ordered from the Waitrose party food selection, went to collect it on the designated day, all in order. However, I was parked about 200 yards away. The gentleman who sorted out my order carried half of it for me along to my car; outstanding. These are the sort of actions that differentiate the winners in a tough market, and I am sure for Waitrose, in my home town, it is paying off.  

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Retail Pragmatist would like to think that someone from John Lewis or Waitrose has actually read my blog post from the 26th October and acted upon it. Anyway, be it coincidence or action following the blog post, John Lewis's Click and Collect offer has gone from great to outstanding. My blog post referenced the fact that it is possible to collect John Lewis orders, placed either from store or online, at Waitrose stores. Which is great for the Retail Pragmatist, with a local Waitrose store in my home town. The point was that this service was not promoted in the Waitrose store, so I had no idea such a fantastic convenient option was available. I found out incidentally from a friend who had placed an order in a John Lewis store where she was told she could collect it from Waitrose.

I was in my local Waitrose yesterday and the John Lewis Click & Collect Service is now promoted in store, so well done John Lewis and Waitrose, outstanding service recognised and achieved.

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