The latest report in our 2017 series of IRUK Top500, The Customer Performance Dimension Report, published in association with RedEye, is now available online.
This report focuses on the significance of retailers not only putting customers at the heart of their marketing strategies but more important, foreseeing their future needs.
Chloe Rigby, editor of InternetRetailing.net, believes that customers expectations are well ahead of the service they often receive today, and adapting to those expectations should be a number one priority of retailer. “The service the retail sector offers has already developed fast over the years, but now we see it moving forward very quickly indeed,” she said.”In this IRUK Top500 The Customer Performance Dimension Report, we’re looking both at where the retail industry is now in terms of the customer service and experience that it offers, and at how it may develop in the future.”
She explains that through this unique combination of research and hands-on examples traders can develop their own strategies and plot their path towards a more personalised customer approach, in the era of technology. “We look at new approaches that are coming to the fore in our emerging practice feature, which focuses on how retailers are using in-store events, services and experiences to give a new lease of life to the store at a time when more business is moving online.”
Ian Jindal, editor-in-chief of InternetRetailing, argues that the strategic steps taken by Top500 retailers should serve as an example of innovative thinking towards improved performance.”As we continue to map the customer experience over time, we’re certain we’ll see it improve, so that the examples we’re reporting on today soon become not best practice, but common practice – and simply what shoppers expect,” he said.
The Dimension features 12 practical approaches leading retailers use to turbocharge their performance, as well as a series of case studies and interviews with retailers Evans Cycles[IRDX RCYC], Currys [IRDX RCUR], PC World [IRDX RPCW] and Rakuten Europe [IRDX RRAK]. We also, analyse the accomplishments of retailers, including Topps Tiles [IRDX RTTI], Boots [IRDX RBOO], Debenhams [IRDX RDEB] and M&S [IRDX RMAS], through case studies.