Editor's Comment

Jack Wills, Topps Tiles: how IRUK Top500 retailers are focusing on the customer

In today’s InternetRetailing newsletter the focus is on the customer. We look at how customers are changing the way that they buy online, what they’d like to see change in the store and how leading retailers from Jack Wills to Topps Tiles are now approaching the customer experience.

Topps Tiles puts the emphasis on multichannel convenience and customer service, while Jack Wills says personalisation has helped it to boost conversion rates. Meanwhile, Dutch retailer Duifhuizen is expanding into international markets in response to the growing number of purchases that cross-border customers have made on its local websites.

All of these are useful changes that take important steps towards giving consumers what they want of the retailers that serve them. Two different pieces of research out this week give insights into what consumers now want of retailers and the customer experience. It’s all worth paying attention to for, as analysis from Criteo suggests today, these are shoppers who have money to spend, with £2bn already spent ahead of Christmas 2017.

Today’s guest comment comes from Greig Holbrook of Oban International, who assesses the opportunities for luxury retailers beyond the UK.

Webinars
Find out more about upcoming InternetRetailing webinars and register for free on the InternetRetailing webinar page. You can also catch up with past webinars on the page: recent sessions have come from IBM Watson on using AI to improve the customer experience, and from SmartFocus and The Entertainer on using social to reach digital customers.