Michelle Beeson

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The Forrester Retail Wave™: European Mobile Apps, Q4 2018 — European Retailers Are Raising The Bar For Mobile App Experiences

Michelle Beeson November 5, 2018

My colleague Alex Causey and I have now finished “The Forrester Retail Wave™: European Mobile Apps, Q4 2018,” the second Retail Wave we’ve done. This year, we evaluated the functionality and usability of six European retailers’ mobile apps. For retailers with a pan-European presence, we selected one European market in which to evaluate the retailer’s app […]

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To Thrive In Retail, Obsess About Your Customers And Invest In Your Associates

Michelle Beeson November 2, 2018

Forrester’s Customer Experience Index (CX Index™) research shows that, year on year, retail performance is still not reaching levels of “excellence.” Instead, retailer performance clusters around the “OK” level. There are of course bright sparks, with retailers such as John Lewis outperforming peers, but even those standouts are only reaching “good.” So what is holding […]

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It’s A New Type Of Digital Holiday Season

Michelle Beeson October 16, 2018

This blog post is part of Forrester’s Holiday 2018 retail series. Black Friday holiday sales events are a fixture of the European holiday shopping season (even without a European equivalent of the Thanksgiving holiday!). Initially finding its way to the UK, the sales day has extended across Europe to become a significant sales event from […]

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All Brands Need A Full-Fledged Digital Commerce Strategy

Michelle Beeson May 17, 2018

The internet has enabled brands to sell more of their products to an ever-expanding universe of shoppers, but digital distribution has also added complexity to the relationship between brands and retailers and other channel partners. All brands need to set parameters around the digital sales of their goods, regardless of the type of brand or […]

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2018 Retail Best Practices Extended: Mobile Web

Michelle Beeson April 30, 2018

Consumers can choose between a variety of touchpoints, but when it comes to mobile, only loyal customers will download your app — everyone else will be left with the mobile browser. Mobile is becoming a dominant digital touchpoint for retail, influencing online sales and purchase decisions in-store. Retailers will broaden their reach and increase the likelihood […]

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Q&A: Branded Manufacturers Digital Commerce Strategies

Michelle Beeson March 29, 2018

Direct-to-consumer (D2C) commerce is not a new concept for branded manufacturers, but there is certainly renewed interest and more options to choose from. With consumers ever more digitally connected, branded manufacturers are enticed by direct digital commerce benefits, like better sales margins, increased product control, and richer customer relationships. A new Q&A report explores questions […]

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Retailers Are Starting To Reap The Rewards Of Omnichannel Commerce

Michelle Beeson March 29, 2018

Retail digital business executives must challenge the status quo and deliver omnichannel excellence across the customer lifecycle. Changing consumer behaviours, new technology, and an evolving competitive landscape mean that traditional organizational structures, processes, and channel-centric measures are no longer fit for purpose. A truly omnichannel operation that spans the customer life cycle will optimize revenue, […]

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Accelerate Your Culture Practices For Digital Transformation

Michelle Beeson March 5, 2018

Successful digital transformations are underpinned by a strong digital culture, which is a huge enabler of change. But, for most organisations, cultural change is still the largest barrier faced for successful transformation and the most difficult to overcome. Forrester’s digital maturity model identifies three levels of maturity, each with common practices and each building on […]

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Digital Influences Over Half of In-Store Sales In Europe

Michelle Beeson February 27, 2018

More than ever, a retailer’s digital presence plays a significant role influencing consumer purchase decisions, both online and in store. Digital assets such as images, ratings and reviews, and fit information will continue to heavily influence total European sales through 2021. And this will be far beyond strictly digital conversion, particularly as consumers are actively […]

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Best Practices From Forrester's Retail Wave: European Mobile Web

Michelle Beeson February 5, 2018

At the end of last year my colleague Alex Causey and I conducted the first European Retail Wave, evaluating the functionality and usability of 10 retailer’s mobile websites. These retailers spanned the UK, France and Germany, including both pure players and brick and mortar retailers. Unlike their US peers only one retailer, Argos, made it […]

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NRF Big Show 2018: Big Buzz Around Innovation

Michelle Beeson February 5, 2018

At the NRF Big Show a few weeks ago, I was struck by the buzz around the Innovation Lab. The showcase exhibitor area was continually packed with attendees waiting their turn to speak with new tech and start up representatives. Solutions ranged from on demand product authentication to product visualization solutions to warehouse and in-store […]

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Luxury Retail – Invest In Digital Transformation For A Successful 2018 And Beyond

Michelle Beeson January 23, 2018

Good news for luxury brands – Luxury will see continued growth for online sales and for in-store sales that are influenced by digital touchpoints, per Forrester’s newly updated Global Luxury Retail Sales Forecast 2017 to 2022. So that’s great – but, as we saw in our research last summer, many luxury brands still have work […]

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It’s Beginning To Look A Lot Like A Digital Holiday Season

Michelle Beeson October 6, 2017

Around 40% of, UK department store, John Lewis’ annual profits are earned in the six-week run up to December 25. But they are certainly not the only retailer to depend a great deal on holiday spending. For European retailers to take full advantage of the holiday sales surge they must prepare their systems, processes and […]

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Luxury Brands Must Act Or Be Digitally Disenfranchised From Savvy Luxury Consumers

Michelle Beeson September 29, 2017

Luxury consumers around the world are embracing new technology and adding these digital touchpoints – including, of course, their smartphones – into their shopping behaviors. But overall, luxury brands have been far too slow to respond to their customers’ rising digital expectations. Luxury brands, tier one through to aspirational, are now scrambling to bolster their […]

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Assess Your Digital Store Functionality

Michelle Beeson November 2, 2016

The role of the store is changing. Consumers are increasingly able to research products and services they are interested in buying, via their own digital devices, anywhere they choose – whether it’s browsing on their tablet while watching TV or their smartphone during the morning commute. Customers often arrive in store armed with a wealth […]

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How Do Your Organization's Omnichannel Capabilities Measure up?

Michelle Beeson May 17, 2016

Omnichannel investments are at the top of digital business executive’s priority lists. UK department store John Lewis, among many others, is substantially increasing its capital investment in updating technology systems and operations to support omnichannel and in-store capabilities. But it is still early days for omnichannel commerce, which will be an ongoing initiative requiring continuous […]

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European Cross-Channel Retail Sales Forecast, 2015 To 2020: Measuring The Influence Of Your Digital Assets Offline

Michelle Beeson July 28, 2015

Europe's eBusiness professionals are increasingly focused on their digital presence, and with good reason. Digital touchpoints are feeding into almost every stage of the customer life-cycle. For many retailers over half of all online traffic comes from mobile devices, like smartphones – yet, smartphone conversion rates are considerably lower. Initially this may appear as a […]

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Online Retailers Go In Pursuit Of Europe's Valuable Cross-Border Consumers Worth €40 Billion By 2018

Michelle Beeson June 22, 2015

A few weeks ago I was in Barcelona for the Global eCommerce Summit (GeS). One of the hot topics on the agenda, and during the coffee breaks, was internationalization. How best to evaluate and prioritize new market entry? How far do you need to go with localizing your website and the customer experience? How do you manage […]

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The Devil is in the Detail for Online Apparel Retailers

Michelle Beeson February 17, 2015

Reviewing online functionality for a selection of key European online only retailers, I am struck by a shift. With the basics of purchasing and navigation nailed down, the devil is now in the detail of implementing online functionality for apparel retailers – particularly those that are online only. Now we are seeing both subtle and overt […]

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Black Friday Plagues the 2014 UK Holiday Sales Season

Michelle Beeson February 9, 2015

Black Friday has been a constant feature in the postmortem of the 2014 UK holiday sales season. It has gradually extended its influence across the Atlantic over the years; despite having no cultural significance outside of the US (Black Friday is a sales day that traditionally follows the US Thanksgiving holiday). Retailers in France, Germany […]

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