Discussion on how brands can adopt a customer focus approach to build loyalty and ensure customer retention.
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…)
In 2016, UK shoppers turned online to buy more of their groceries, used the internet more frequently to buy fast-moving consumer goods (FMCG), and spent more when they did so, new analysis suggests. Kantar Worldpanel’s quarterly FMCG E-commerce Index found that 7.3% of UK grocery sales took place online during (more…)
Most (90%) consumers have taken themselves off retailer mailing lists in the last year – and 46% say they do so because they just get too many messages, a new study suggests. Nearly a quarter (24%) of 1,531 consumers questioned in research for customer engagement specialist Engage Hub said they (more…)
It’s now just over a month until the second annual InternetRetailing Summit takes place in Berlin. The event, which runs from July 3 to July 5, brings together senior figures from leading retailers from across the European Economic Area (EEA) plus Switzerland for an immersive three-day event spent focusing on (more…)
UK shoppers have already spent more than £2bn on Christmas 2017, new research estimates. ICM questioned more than 2,000 UK adults on behalf of performance marketing technology company Criteo and found that one in five had already brought their first Christmas present while more than 15% had already spent more (more…)
More than a third of UK consumers (38%) still shop in-store as often as they did a year ago, according to a ShopperTrak research study. Meanwhile, a survey from Omnico finds that 70% of shoppers aged under 35 would like to see store hours extended. The ShopperTrak study, Redesigning retail: (more…)
More than half (53%) of UK consumers believe that UK retailers provide a disconnected shopping experience that does not adequately join online and the store – and 61% say that they would consider changing retailers due to a disconnected shopping experience. “Today’s customers are now expecting more than a transactional (more…)
Customers buying groceries online at Tesco will soon be able to see at a glance which foods work for their diet, whether they eat vegetarian, kosher, halal, gluten-free or paleo food. From next week, shoppers will be able to filter their food searches, reflecting intolerances, allergies or other dietary requirements (more…)
When UK shoppers buy groceries online, the chances are they’ll be doing it over their phones, according to a new study out this week. Forty per cent of all online grocery shops now take place on mobile, according to the UK FMCG Deep Dive – Taking Stock of the Future (more…)
Missguided is set to put digital centre stage in its new store at the Bluewater Shopping Centre, where it promises the “ultimate” customer experience. The store, the brand’s second, aims to be an “extension of the brand’s online expression”. That means a prominent role both for social media and for (more…)