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10 Future of Retail


issue 01


Finding a positive reaction is a challenge we set ourselves at Liverpool ONE, and which is integral to the ongoing success of Liverpool’s city centre, like many others.


the fulfilment of online purchases back into their physical stores. Operationally, this offers clear economic benefits, but the retailer is also back in control of the consumer experience and, perhaps most importantly, creates the opportunity for staff to “upsell”. Several of our operators contend that for every £1 collected at a click and collect counter, the customer spends another £1 in the store on the same visit, and we see this continuing to grow. For owners, the same principle can


apply; bringing shoppers into your scheme by embracing click and collect can lead to upselling in the adjacent coffee shop, visiting accessory retailers to complete the look, or simply increasing turnover in the car park. This approach has enabled Liverpool ONE to


thrive in spite of the rise in popularity of online shopping. We have grown Liverpool ONE’s catchment by 73% since opening, and 98% of our visitors are likely or very likely to return, and to recommend us to friends and family. Our strategy is to do more of the same. We


will continue to adapt to make sure we are delivering what our customers want, confident that, by encouraging more people to visit Liverpool ONE, Liverpool, our occupiers and our investors will benefit too.


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