Editor's Comment

From mobile to personalisation: the new basics of multichannel retailing

In today’s InternetRetailing newsletter we’re reporting on the new basics of multichannel retailing. We’re looking at how IRUK Top500 retailers are ensuring that their customers can buy in the way that they’d prefer.

For boohoo.com, that means investing in the customer experience both at home and in its growing international markets, while at both Hotel Chocolat and Moss Bros, there’s a focus on how easily shoppers can buy via mobile devices. Moss Bros is also focusing on personalsiation through its new bespoke service. Finally, Amazon is looking to voice control as what will no doubt emerge as a basic of connected shopping in years to come.

Developing an app, extending functionality to a new device: none of these are developments that represent a radical change of direction for retailers. Rather these are incremental improvements that are together changing the way we shop, and think about shopping. All are responses to what customers want – and today’s guest comment, from Matthew Robertson of NetDespatch, makes a timely contribution to the debate with a look at how retailers can meet customers’ expectations on delivery.

IRC 2017
The InternetRetailing Conference, taking place in London on October 5, is the 12th annual edition of the event and this year focuses on energising retail. It runs alongside sister event the eDelivery Conference, and will be held at the Novotel, Hammersmith, London. One pass gives entry to both events with speakers also including Giles Delafeld, global CIO, Clarks; Bill Hopkins, executive director of operations and logistics, Trainline; and Regis Koenig, director of customer services, Darty.

For further information on the conferences, and to register for your delegate pass, visit www.internetretailingconference.com.

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.

Image credits:
  • ptnphotof, Fotolia.com