GUEST COMMENT: Shoppers are now mobile first, but many retailers still have to catch up

Bruno Berthezene Solocal

People are spending more time connected to mobile devices, particularly smartphones. At the same time customers expect their preferred brands to be able to answer every question they may have during their shopping journey and beyond; they want this information available anytime, anywhere and on any device. Unfortunately not all (more…)

GUEST COMMENT Delivering ‘omnichannel’ in a new age of customer amplification

NickPeart Zendesk

Today’s technological shift to multi-channel customer support or ‘omnichannel’ is being driven by customers as they increasingly use multiple technologies and expect businesses to do the same. This evolution means that all the ways customers may reach you for service and support – from ‘phone and email, to newer technologies (more…)

GUEST COMMENT How online retailers can avoid getting left out in the cold this Christmas

Caroline Hey Fact-Finder 2

With Christmas looming large on retailers’ horizons, the attention of ecommerce teams everywhere will be turning to how they can maximise the impact of their online activity over the course of this year’s festive period. However, with more and more shops and brands coming online, it’s becoming increasingly difficult to (more…)

Confident retailers expect tablet to dominate as shoppers spend more this Christmas

Happy woman with laptop near Christmas tree making online purchases

Confident retailers looking forward to a multichannel Christmas predict the tablet will be the fastest-growing sales channel, a new study has found. Some 70% of UK retailers are feeling more upbeat than they did last year about their prospects this Christmas, according to Barclays’ Christmas Countdown Survey 2014. Retail analysts (more…)

GUEST COMMENT Content, convenience and customer service: three keys to omni-channel success

Drazena_Ivicic_RGB_hoch

Since Amazon first started trading, ecommerce has changed almost beyond recognition. A new generation of customers uses multiple touchpoints to find, buy, rate and return products. Despite ever changing customer expectations and price and search battles in the new commerce environment, there is still money left on the table: With (more…)

GUEST COMMENT Unexpected traffic booms caused by celebrity endorsement could be trouble for retailers

Paul Heywood Dyn 2

Celebrity endorsements in the media are driving traffic to retailers’ sites when they don’t always expect it. Without foresight into whether their item will be featured in the press, retailers can find it challenging to prepare appropriately for these unexpected sales booms. Many retailers are already familiar with the ‘Kate (more…)

GUEST COMMENT The danger of over-promising and under-delivering at Christmas

Paul Doble, DX

Christmas is a crucial, and normally very profitable, time for retailers. However, retailers need to be prepared for heightened customer demand during this busy period. Otherwise, thinly stretched resources and added pressure generated by tight timescales can threaten retailers’ abilities to meet customer expectations at this critical time of year. (more…)

RETAIL REVIEW: Our team of reviewers take an in depth look at Boots

Boots advantage card

As customers and retailers look across all touchpoints rather than siloed channels, so IR retailer reviews look at the entire retailer’s eco-system of website, mobile, the use of digital in store and their overall strategy. Here, InternetRetailing’s regular reviewers examine Boots. RETAIL STRATEGY: 25/25 Joe Tarragano, director, Transform Boots has (more…)