Editor's Comment

From Amazon and Sainsbury’s to Mansfield high street: fresh takes on meeting customers’ needs

In today’s InternetRetailing newsletter we’re looking at some of the different ways that a wide variety of retailers are going about meeting customers’ needs.

In an age of individuality, shoppers have different yet specific ways that they want to buy – and retailers are taking some very different approaches to customer demand. Sainsbury’s believes that shoppers want to buy wherever and whenever, and however they like: we’ve looked at four ways it’s giving its customers convenient shopping. A key focus at online giant Amazon is to make ordering as simple and frictionless as possible. Today we look at how customer engagement specialist Rant & Rave is using the retailer’s voice shopping system to enable shoppers to give their feedback just as easily.

In today’s IRX 2017 preview, Simon Finch of Harrods explains how the upmarket retailer is developing its supply chain to meet shoppers’ needs.

In Mansfield town centre, retailers are taking part in a scheme to digitalise their high street, enabling shoppers to get up to the minute promotions and offers from traders.

Another priority for customers, says the DMA, is for email messaging that is relevant – and doesn’t discourage the 62% of people who have dropped an email address because of email overload. We report on its findings.

Underpinning many of these customer approaches are joined-up retail systems, and in today’s guest comment, Nick East of Zynstra considers how retailers can provide the IT infrastructure that underpins such systems.

Webinars
On March 21, web performance experts Andy Davies and Simon Hearne of the NCC Group join InternetRetailing for a webinar looking at how retailers can make their sites perform better and faster, and how they can measure existing experiences and learn from that data to make improvements in the right places. Is your site’s speed losing you sales is at 2pm. Visit the NCC Group webinar page to find out more and register for the free event.

IBM’s Neelam Kharay, customer experience analytics specialist, who works on the IBM Watson Customer Engagement project joins us on March 27 for a webinar that focuses on the customer experience. Neelam will show how cognitive solutions are helping brands to develop automated and data-driven customer experiences in a session that features the experiences of retailers Ernsting’s Family and Performance Bicycle. Deliver exceptional customer experiences with cognitive solutions is at 2pm on March 27. Visit the IBM webinar page to find out more and register for the free event.

Sarah Taylor, chief marketing officer at SmartFocus, joins us on April 4 for a session that focuses on social. She’ll argue that this is now the vital channel to reach the digital consumer, and show the role that it plays in an omnichannel marketing strategy. An innovative approach to addressing the modern commercial society is at 4pm on April 4. Click to visit the SmartFocus webinar page and to register for the free event.

Click to visit the Internet Retailing webinar page to catch up on the latest events.

IRX and EDX
Eight conferences packed with retail speakers and covering everything from omnichannel and international to delivery are running at the InternetRetailing Expo, from April 5 to 6 at the NEC in Birmingham. To learn more about IRX 2017, its sister conference eDelivery Expo and to register for free, visit www.internetretailingexpo.com and www.edeliveryexpo.com.

Attendees can also get a 25% discount on their train fare to the NEC when they book through the IRX or EDX visitor information website.

Image credits:
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