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Mango’s three-point innovation strategy

Roger Graell Sole, ecommerce director at Mango, explained the retailer’s approach to innovation at Drapers Digital Festival.

He said the retailer approaches innovation using three separate areas of focus: One Client, One Stock and One Single Brand. The aim is to ensure that all innovation within the business serves one of these areas.

Graell Sole said: “There are probably thousands of things that can be done. It’s about innovation that matters and that makes a difference.

“The way we work is that every potential opportunity we have to innovate should be fitting into one of these categories.”

One Client innovation has so far involved projects such as integration of mobile and desktop channels, and introducing the ability to return online orders to stores using a customer’s mobile.

One Stock-focused projects, meanwhile, include changing to a unified stock system for all channels: “It’s an area with high potential for better efficiencies and experience.”

Under the One Single Brrand banner, the retailer will soon launch a new loyalty scheme in the UK, and is also trialling chatbots.

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