Editor's Comment

What shoppers want – and how retailers and technology companies are responding

Customer loyalty

In today’s InternetRetailing newsletter, we’re focusing on what shoppers want, and on how retailers and technology companies are responding.

We look what shoppers really want delivered, according to a Parcel2Go analysis of search terms, and we look at the importance of trust to consumers, especially those 36% that say they’ve boycotted a brand or business when they fell short.

Knowing what customers want is now critically important to retailers of all sizes and sectors: get it wrong and another company will deliver instead.

With this in mind we’re also looking at some of the solutions that are emerging, including a new approach to searching – by size. In today’s guest comment Pavlo Khliust of ELEKS Engineering Technologies considers how retailers and brands are using personalisation to meet shoppers’ needs, while in today’s interview ahead of IRC 2017, we hear from Bill Hopkins of The Trainline on how it’s meeting customers’ needs for convenient ticket delivery.

We also report on how Fishing Republic is expanding online and offline to meet the needs of its angler customers.

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.

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