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Toggle navigation Toggle navigation * Home * Investigations * Scorpio * Our Burning Planet * Amabhungane * Declassified UK * News & Analysis * Business Maverick * Maverick Citizen * Sport * Newsdeck * Maverick News * Features * Opinionistas * Maverick Life * TGIFood * Covid-19 * Podcasts * Webinars * Zapiro * Newsletters * Newspaper * E-Edition * Contact Us * Search GO DM IS MUCH BETTER IF YOU ARE SIGNED IN... Enter you email below, and we will send you a mail with a link or One-time pin to login. Send email to login A code has been sent to .... Please check you email address. Please enter the One Time Pin Below: Didn't get the code? Resend email IT LOOKS LIKE WE DON’T HAVE AN ACCOUNT FOR THIS. WOULD YOU LIKE US TO CREATE AN ACCOUNT FOR YOU? Create a new account Sign in with password Shop SUPPORT DM Login × search Custom Search Sort by: Date Date Relevance BUSINESS MAVERICK E-QUANDARY RETAILERS SINK $1-TRILLION INTO DIGITAL BUT FEW MANAGE TO MAKE E-COMMERCE PROFITABLE The "Digital-first retail: turning profit destruction into customer and shareholder value” report indicates that as online penetration has grown, retailers’ profits have been shrinking. (Image: iStock) By Georgina Crouth Follow Following 25 Apr 2023 Follow Following 0 THE COST OF SERVING CUSTOMERS AT ANY TIME, ANYWHERE, AT ANY SPEED, DOES NOT BRING IN ENOUGH TOP-LINE GROWTH TO MONETISE EXISTING INVESTMENTS IN MACHINERY AND TECHNOLOGY. THIS ARTICLE IS FREE TO READ. SIGN UP FOR FREE OR SIGN IN TO CONTINUE READING. UNLIKE OUR COMPETITORS, WE DON'T FORCE YOU TO PAY TO READ THE NEWS, BUT WE DO NEED YOUR EMAIL ADDRESS TO MAKE YOUR EXPERIENCE BETTER. CREATE YOUR FREE ACCOUNT OR SIGN IN FAQ | CONTACT US NEARLY THERE! CREATE A PASSWORD TO FINISH SIGNING UP WITH US: YOU WANT TO RECEIVE FIRST THING, OUR FLAGSHIP DAILY NEWSLETTER. OPT OUT AT ANY TIME. PLEASE ENTER YOUR PASSWORD OR GET A SIGN IN LINK IF YOU’VE FORGOTTEN OPEN SESAME! THANKS FOR SIGNING UP. Listen to this article 0:00 / 6:41 1X BeyondWords Consumer preference for online shopping is booming internationally. Digital commerce has grown retail for the past decade, but so far, very few retailers around the world have been able to make e-commerce profitable. This, despite retailers sinking over $1-trillion into digital over the past five years, says a new report by global consulting firm AlixPartners and the World Retail Congress, which looks at how the rise of online shopping is affecting retailers. The report, “Digital-first retail: turning profit destruction into customer and shareholder value”, has found that as online penetration has grown, retailers’ profits have been shrinking. And while customer preference for digital shopping is booming, this trend is creating a major problem for retailers, due to higher costs brought on by digital investments and lower profits. The report unpacks some of the reasons for this and how to take advantage of customer preference for online shopping, through a “digital-first retail” approach. Founded in 2007, the World Retail Congress is a global platform that connects the retail sector’s leaders, stakeholders, advisers and influencers to create solutions and drive progress within the industry. Its latest retail analysis shows that the cost of serving customers at any time, anywhere, at any speed, does not bring in enough top-line growth to monetise existing investments in machinery and technology. Consumer preference for digital is booming, as about 86% of customers are now researching products online at least once in the purchase process. The 2022 AlixPartners Holiday Shopping Survey indicates that these trends are creating a major retail problem: decelerating digital growth, high digital costs, lower profits and rising customer expectations for digital services. This, as retailers are pumping money into digital retail technology, but not doing so effectively. The report says that only 24% of retail executives think their company has above-average digital capabilities, and just 36% of executives think their digital teams are able to meet their companies’ digital strategy needs. Retailers should ask themselves, what if they operate as an online business with stores, rather than as a store business with a website? Doing so, the researchers suggest, then moves KPS across the business from conventional metrics to digital-first benchmarks. It’s time for companies to embrace digital-first retail (DFR) — a shift in mindset, operating model, capabilities, processes, tools and key performance indicators. Less than half (48%) of retailers are measuring the true costs and benefits of an omnichannel approach, so many are making digital investments that are not necessarily effective. This, despite spending massively — yet efficiently — on digital, so they fail to see the intended results. Globally, retailers spent $1.1-billion on retail technology and digital improvements in 2022, according to data from Gartner Research and Advisory. In the 2023 AlixPartners Digital Transformation Survey, despite spending over a billion dollars on these enhancements, 50% of executives rank their companies’ digital capabilities as “average” and believe their organisation lacks the right skills and processes. Despite this expenditure, AlixPartners’ research among 150 global retailers has revealed that only 24% of retail executives think their company has above-average digital capabilities and just 36% of executives think their digital teams have the capabilities to meet their companies’ digital strategy needs. Retail executives believe online will deliver accretive value, but almost half (48%) are actually measuring the costs and benefits of an omnichannel approach, so they are making digital investments that prove ineffective. Retailers expect to increase digital spending this year. While 75% of retail executives are confident that they will see a good return on their digital investments, 64% doubt their existing digital tools from past investments can support a DFR business. In the analysis of 50 public US retailers (including apparel, department stores, hardlines and specialty retail), the report highlights that, while their average online penetration has shot up from 9.4% in 2012 to 25.6% in 2022, their profitability (as measured by average Ebitda percentage) has in that same period declined from 13.8% to just 8.3%. David Bassuk, global leader of the retail practice at AlixPartners, said it’s clear that retailers cannot keep operating in the same way and expect different results. DFR is not a programme or initiative, he said, “it’s a change in mindset and in a retailer’s organisation that places digital at the heart of a retailer’s business model. And that’s exactly where digital needs to be today”. AlixPartners said 63% of retailers expect to spend more on digital investments in 2023 compared with 2022. Given consumer preferences for digital, most don’t have a choice — without a strong online experience, they stand to lose customers and market share to competitors. But while 75% of retail execs are confident that they will see a good return on their digital investments, nearly two-thirds (64%) doubt that their existing digital tools from past investments can support a modern, DFR business. Most retailers are data-rich but insight-poor, said AlixPartners’ Matt Clark. And most still have a product-centric mindset rather than a truly customer-centric one. “Retailers must establish new KPIs with a [DFR] lens to match their new operating model and operate with a DFR mentality, truly placing the customer first to turn shrinking profits into customer and shareholder value.” BM/DM Share to Facebook Facebook Share to Twitter Twitter Share to Email App Email App Share to WhatsApp WhatsApp Hide A SOUTH AFRICAN HERO: YOU There’s a 99.8% chance that this isn’t for you. Only 0.2% of our readers have responded to this call for action. Those 0.2% of our readers are our hidden heroes, who are fuelling our work and impacting the lives of every South African in doing so. They’re the people who contribute to keep Daily Maverick free for all, including you. The equation is quite simple: the more members we have, the more reporting and investigations we can do, and the greater the impact on the country. Be part of that 0.2%. Be a Maverick. Be a Maverick Insider. Support Daily Maverick→ * AlixPartners * digital * E-commerce * Georgina Crouth * online * Retail * World Retail Congress -------------------------------------------------------------------------------- COMMENTS - SHARE YOUR KNOWLEDGE AND EXPERIENCE Please note you must be a Maverick Insider to comment. Sign up here or sign in if you are already an Insider. Everybody has an opinion but not everyone has the knowledge and the experience to contribute meaningfully to a discussion. 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This Cookie is set by DoubleClick which is owned by Google.IDE1 year 24 daysUsed by Google DoubleClick and stores information about how the user uses the website and any other advertisement before visiting the website. This is used to present users with ads that are relevant to them according to the user profile.IDSYNC1 yearThis cookie is used for advertising purposes.KADUSERCOOKIE3 monthsThe cookie is set by pubmatic.com for identifying the visitors' website or device from which they visit PubMatic's partners' website.KTPCACOOKIE1 dayThis cookie is set by pubmatic.com for the purpose of checking if third-party cookies are enabled on the user's website.ljt_reader1 yearThis is a Lijit Advertising Platform cookie. The cookie is used for recognizing the browser or device when users return to their site or one of their partner's site.loc1 year 1 monthThis cookie is set by Addthis. This is a geolocation cookie to understand where the users sharing the information are located.mc1 year 1 monthThis cookie is associated with Quantserve to track anonymously how a user interact with the website.mt_mop1 monthStores information about how the user uses the website such as what pages have been loaded and any other advertisement before visiting the website for the purpose of targeted advertisements.personalization_id2 yearsThis cookie is set by twitter.com. It is used integrate the sharing features of this social media. It also stores information about how the user uses the website for tracking and targeting.suid_legacy1 yearThis cookie is used to collect information on user preference and interactioin with the website campaign content. This cookie is used for promoting events and products by the webiste owners on CRM-campaign-platform.TDCPM1 yearThe cookie is set by CloudFlare service to store a unique ID to identify a returning users device which then is used for targeted advertising.TDID1 yearThe cookie is set by CloudFlare service to store a unique ID to identify a returning users device which then is used for targeted advertising.test_cookie15 minutesThis cookie is set by doubleclick.net. The purpose of the cookie is to determine if the user's browser supports cookies.tluid3 monthsThis cookie is set by the provider AdRoll.This cookie is used to identify the visitor and to serve them with relevant ads by collecting user behaviour from multiple websites.tuuid1 yearThis cookie is set by .bidswitch.net. The cookies stores a unique ID for the purpose of the determining what adverts the users have seen if you have visited any of the advertisers website. The information is used for determining when and how often users will see a certain banner.tuuid_lu1 yearThis cookie is set by .bidswitch.net. The cookies stores a unique ID for the purpose of the determining what adverts the users have seen if you have visited any of the advertisers website. The information is used for determining when and how often users will see a certain banner.uid5 months 27 daysThis cookie is used to measure the number and behavior of the visitors to the website anonymously. The data includes the number of visits, average duration of the visit on the website, pages visited, etc. for the purpose of better understanding user preferences for targeted advertisments.uuid1 year 27 daysTo optimize ad relevance by collecting visitor data from multiple websites such as what pages have been loaded.VISITOR_INFO1_LIVE5 months 27 daysThis cookie is set by Youtube. Used to track the information of the embedded YouTube videos on a website.wfivefivec1 year 1 monthThe domain of this cookie is owned by Dataxu. The main business activity of this cookie is targeting and advertising. This cookie tracks the advertisement report which helps us to improve the marketing activity.xbc2 yearsThis cookie is used for optmizing the advertisement on the website more relevant by analysing the user behaviour and interaction with the website.YSCsessionThis cookies is set by Youtube and is used to track the views of embedded videos. Others Others Other uncategorized cookies are those that are being analyzed and have not been classified into a category as yet. CookieDurationDescription__browsiSessionID30 minutesNo description available.__browsiUID1 yearNo description available.__cflb23 hoursThis cookie is used by Cloudflare for load balancing.__gpi1 year 24 daysNo descriptionajs_group_idneverThis cookie is set by Segment.io. 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