Why is Next so successful in spite of the High Street's struggles?
by Nick Peart, Zendesk
Next also has an ace up its sleeve. The great multichannel experience it offers doesn’t stop at the point of sale. A heritage based in remote communication with customers, rather than exclusively in store, might be offering a significant head start to the retailer. As other businesses try to expand and adapt its customer service to a different sales model, Next is simply expanding across the channels; meeting customers where they want to be with a cohesive customer service model built around the needs of customers ordering products remotely.