Discussion on how brands can adopt a customer focus approach to build loyalty and ensure customer retention.
In the run-up to this year’s InternetRetailing Conference (IRC 2017) and eDelivery Conference (EDC 2017) we’re focusing on different highlights of the annual event. This week we focus on the workshops. Attendees at this year’s IRC 2017 can learn from companies who have led, delivered and assisted significant projects for (more…)
Ahead of this year’s InternetRetailing Conference (IRC 2017) we’re previewing the event through features and interviews with key speakers. This week we hear from Kieron Smith, digital director at bookseller Blackwell’s. InternetRetailing: You’re speaking at IRC 2017 on building loyalty and retention through effective consumer analysis. In your experience, do (more…)
Dune London says personalising its media to the behaviour of real people has helped to boost conversions by a third, while also driving a strong return on investment. The luxury fashion brand, a Top100 retailer in IRUK Top500 research, was looking for a media solution that upheld its brand values (more…)
Seven in 10 (70%) consumers both know about artificial intelligence-based (AI) technologies and believe they can transform their shopping experience – but 66% have yet to come across them in a retail environment, new research suggests. Some 67% believe that putting technologies such as AI or AR (augmented reality) in (more…)
Ahead of this year’s InternetRetailing Conference (IRC 2017) we’re previewing the event through features and interviews with key speakers. This week we hear from Alessandra Di Lorenzo, chief commercial officer – media and partnerships at lastminute.com group. InternetRetailing: Tell us about an innovation or new technology that you’ve been involved (more…)
Ahead of this year’s InternetRetailing Conference (IRC 2017), we’re previewing the event and interviewing key speakers. Today’s preview looks at conference stream four, the Stand Up & Deliver Conference. The Stand Up & Deliver conference focuses on the challenges facing the retail logistics professional, served by InternetRetailing sister title eDelivery.net. (more…)
The Body Shop’s Harriet Williams tells Chloe Rigby why taking a customer-first approach makes so much sense for a company so dedicated to wellbeing. PUTTING THE CUSTOMER at the centre of your multichannel strategy certainly sounds like a worthy aspiration but for The Body Shop , it’s also one that (more…)
The importance of using data to target online consumers is emphasised by two studies out this week. Qualtrics questioned more than 2,200 online shoppers in eight markets including the UK, the US and Europe for predictive marketing platform Rocket Fuel, and found that more than half (55%) said they changed (more…)
Most UK shoppers say they research cash rewards or incentives ahead of purchasing a home or garden appliance, according to a new study. 360insights surveyed 1,000 UK adults and found that 75.8% looked for a discount code, cash reward or other incentive before making the investment. It also found that (more…)
The IREU Top500 The Customer Performance Dimension Report is now available to read online. The report analyses the customer experiences that leading European retail brands offer, measuring how responsive these Top500 retailers are via customer service and to those visiting their websites, calling or emailing their contact centres and buying (more…)
One in five (23%) consumers is digitally obsessed, making almost all their purchases online, and inclined to shop with digitally advanced retailers, a new study suggests. This group, suggests the Buying tomorrow report from ecommerce consultancy Salmon, puts convenience and innovation ahead of the brand names, with almost nine in (more…)
Growth into international markets is the focus for the ‘Adapt and Expand’ conference stream. Internationalisation is a major concern for many retailers since to succeed over multiple markets, companies must prove themselves to be adaptive both in terms of their resources, staffing strategy, contingency and preparedness for unexpected challenges. Topics (more…)
This year’s IRUK Top500 Merchandising Performance Dimension Report, published in association with Attraqt, is now available online. In the report, InternetRetailing researchers consider how retailers are using technology to display and inform shoppers about their products. They judge that through a performance-based analysis that includes whether retailers use tools such (more…)
The Analyse and Conquer conference stream at InternetRetailing Conference 2017 will focus on customer understanding and satisfaction. In this stream, speakers will not only explore current analytical processes but also expand on traditional customer analysis by discussing holistic approaches to consumer understanding. Other speakers will investigate advances in technology including (more…)
Most UK households now have internet access, with 73% accessing it via a mobile phone in 2017, and 77% buying goods or services online, according to official figures. While the proportion of people buying online has remained constant since last year, there have been big underlying changes in the way (more…)
Organisers of this year’s InternetRetailing Conference say early bird bookings will close next week. Tickets at a discounted rate are available until August 1, representing an opportunity for forward-thinking retailers to secure their place at the event. The theme of the twelfth annual InternetRetailing Conference (IRC 2017) is on Energising (more…)
InternetRetailing Events has unveiled dates for its next Summit gatherings for leading European retailers, following on from this year’s events. The 2018 B2C Summit will be held between July 2 and 4 in Berlin, while two events are scheduled for the B2B market. The first will be on November 22 (more…)
Tesco this week announced multichannel improvements to its Clubcard loyalty scheme. The supermarket, an Elite retailer in IRUK Top500 research, says the changes make it easier and simpler for customers to use the card. Shoppers, for example, can tap a new contactless Clubcard at the checkout to add their points. (more…)
Tesco this week announced moves to simplify its customer service operations. It is to bring them together into one single expanded contact centre operation in Dundee, where 250 extra staff will be taken on, while closing its Cardiff centre with the loss of 1,100 jobs from next February. The decision (more…)
Ahead of this year’s InternetRetailing Summit in Berlin we’re speaking to senior retailers taking part in the event. Today we hear from Regis Koenig, director, customer services, at French electricals retailer Darty. The InternetRetailing Summit runs from July 3 to July 5 2017. It brings together senior figures from leading (more…)