Meet the Bricks ‘n’ Clicks Award shortlist

Entries to the Bricks ‘n’ Clicks category of the 2023 Good Retail Awards have showcased many impressive examples of innovation to benefit retailers, customers and the industry as a whole.

We would like to take the time to say thank you to all who entered. The number of inspirational stories shared by so many in the industry made it a privilege (and a real challenge!) to narrow them down to the final shortlist.

The Bricks ‘n’ Clicks Award recognises retailers who have utilised both online and offline channels to create a seamless customer experience.

Modern Retail is delighted to announce the official shortlist for the Good Retail Awards’ Bricks ‘n’ Clicks Award.

The Bricks ‘n’ Clicks Award shortlist

The Bricks ‘n’ Clicks Award shortlist is as follows:

Harts of Stur

Harts of Stur’s instore team has a vast wealth of product knowledge and expertise that can be passed onto the customer, but they wanted to create an online experience that would replicate the accurate product recommendations they are able to give in person.

They chose two popular categories; coffee machines and cookware, each of which has a large range and variation of products which can be overwhelming for some. Their online product finders ask a series of relevant questions in a clear and concise way, using shoppers’ answers to form a page of recommendations that fit their exact requirements, as well as some alternative suggestions.

Promoting the product finders across all digital channels, including category pages, email campaigns and social media channels, this omnichannel addition has been so successful that the Harts of Stur team also added a Christmas gift finder. The success of these tools have not only improved customer experience across various channels, but they have also resulted in a very high conversion rate.

Mattress Online

Mattress Online has designed an omnichannel environment, powered by technology that has a less pressured and more comfortable instore experience than the typical formulaic setup. They have also launched a brand new website to help them respond to their customers’ needs on their preferred channels.

Mattress Online’s stores have a first-class, traditional showroom customer service, but combine this with market-leading technology, which is seamless between online and offline platforms. As an example, they can offer customers full tracking, a two-hour delivery window and a pre-call before delivery. In addition to this, online shoppers are able to speak to a highly experienced salesperson based in one of their stores, to give expert advice and answer any queries. They have also incorporated online product reviews into the instore process, accessible via QR codes on the shop floor and have shared online learnings to the teams in their offline store, so they are proficient in their full offering and can make the best possible recommendations.

Their combination of face-to-face service and technology means Mattress Online can offer great prices, excellent customer experiences and quick turnaround times to all potential customers, whether they prefer to shop online, or would like to come and test a mattress personally.

Roller Girl Gang

Roller Girl Gang has used both online and offline channels to meet their customers’ needs, creating a diverse community that is able to learn and engage on a range of platforms, as well as in person. Alongside creating an innovative instore experience, they have used their online channels as a hub for those that have an interest in roller skating, regardless of their level of experience.

Their instore experience is based around a no-pressure sales approach, encouraging people to ask all of their questions and try boots on. The team ensure they give the best possible advice, regardless of whether that means they will make a purchase, with the team even recommending other small businesses around the UK that may be able to support an individual better.

Customers are able to collect instore, or even request to have roller skates custom-built on-site. To help customers find out as much as possible before they go instore, Roller Girl Gang has used its website to engage people, including a ‘learn online’ section where you can learn to skate through a video course, a blog that shares customers’ stories, skate reviews and much more, as well as using their social media channels to engage their community. In addition to this, Roller Girl Gang runs classes and events and have grown from a team of one in October 2020 to 4 part-time staff, an events co-ordinator, 10 coaches and around 30 volunteer marshalls.

Congratulations to all in the Bricks ‘n’ Clicks Award Shortlist

We would like to say a huge thank you to all on the Bricks ‘n’ Clicks Award shortlist, as well as to those that entered the category.

For more information on the Good Retail Awards, click here.