Christmas shoppers went online in force to buy this Cyber Monday, according to multichannel retailers and vendors alike.
How we shopped on Cyber Monday – and what the shopping season still holds in store
Category Archives: Customer Focus
Is all about building loyalty by focusing on your customers
Gulf between the UK expectations of multichannel customer service and the reality
UK online shoppers expect the highest levels of customer service in Europe, but only one in three rates the service that they get. Only 41% of the 1,000 UK online shoppers surveyed in a report, The Omnichannel Customer Service Gap, carried out by customer service software company Zendesk , said (more…)
Seven out of ten would spend more online this Christmas if websites were ‘better’
Seven out of ten of the UK’s online shoppers will be put off spending online this Christmas by the quality of websites they are browsing, a new study has found. PEER 1 Hosting questioned 1,000 British adults through an independent survey and found nearly 70% said they would do more (more…)
Christmas shopping season starts here: study
Christmas shopping starts here, according to a new study that finds more than 15% of UK shoppers wait till after tonight’s Bonfire Night to start their seasonal buying – and that 2% don’t plan to start till Christmas Eve. Some 53% of UK consumers told an SDL survey that they (more…)
UK supermarkets need to adapt to the way generation Y and Z want to shop
UK supermarkets must look to the shopping habits of upcoming generations if they are to maintain their revenues in the future. A study from SpectrumInsight found that generation Y and Z shoppers are 45% and 100% respectively less likely than generation X parents and grandparents to use UK supermarkets when (more…)
Future of retail is in ‘bricks and clicks’, says John Lewis
John Lewis says the future of retail lies in ‘bricks and clicks’, combining the high street and online. In a new report, How we Shop, Live, Look, the department store group, has analysed a year’s worth of data to find out how its customers shop today. It says that 40% (more…)
From the World Cup to Wimbledon: time for retail planning
The World Cup, the Glasgow 2014 Commonwealth Games, and the Tour de France, set to start in Yorkshire, are among the big events that will provide selling opportunities for online and multichannel retailers in the year ahead, it has been suggested. Analysis from Savvy Marketing says that retailers and brands (more…)
Click & Collect in use in just 44% of retail stores in West End shopping stretch, while other technologies lag still further behind
We hear lots about the power of technologies linking the store and online – but for every retailers citing the powerful effect of Click and Collect on its sales, how many traders are actually using them, rather than simply talking about them? Retail technology provider Omnico has come up with (more…)
IRC 2013 THE KEYNOTE SPEAKERS The customer as ‘master of the universe’
The customer is no longer king – but master of the universe – and retailers must innovate and change in order to adapt to that fact. So said Sir Stuart Rose, opening keynote speaker at Internet Retailing Conference 2013 (IRC 2013), today, addressing the conference theme of the new normal (more…)
IRC 2013 PREVIEW Tanya Lawler of eBay looks to the future of retail
In our final preview of our eighth annual Internet Retailing Conference (IRC 2013), we hear from Tanya Lawler of eBay on the future of retailing. She’ll be one of the closing keynote speakers addressing this year’s sold-out conference, where she’ll be considering the future of retail. Internet Retailing: What do (more…)
IRC 2013 PREVIEW Why the online winners will be the businesses that connect channels: Google UK
Ahead of the eighth annual Internet Retailing Conference 2013 (IRC 2013) we’re running a series of previews of the event, focusing on the highlights of the one-day conference. Today we hear from Peter Fitzgerald, country director at Google.
Majority of UK shoppers now see omnichannel as important: study
Most UK shoppers now think it’s important to be able to shop across channels, according to new research. Some 75% of shoppers believe that being able to use different channels cohesively is important, according to a study commissioned by SAP (UK).
Social media will be more important in this year’s Christmas shopping: Play.com
Social media will play a more important role in commerce this Christmas thanks to the rise of discovery shopping, forecasts Play.com . The marketplace website says it has seen a marked trend towards shoppers arriving on its site as they follow up recommendations or images on social media sites such as (more…)
IRC 2013 INTERVIEW How Schuh’s focus on internet retailing in store developed
Ahead of the eighth annual Internet Retailing Conference (IRC 2013) we’re running a series of previews of the event, focusing on the highlights of the one-day conference and featuring interviews with speakers. Today we speak to Sean McKee, head of ecommerce and customer services at Schuh who will be taking part (more…)
IRC PREVIEW How Kiddicare took the internet into its new stores
Ahead of the eighth annual Internet Retailing Conference (IRC 2013) we’re running a series of previews of the event, focusing on the highlights of the one-day conference and featuring interviews with speakers. Today we speak to David Tarbuck, head of multichannel delivery at Kiddicare , who will be taking part (more…)
IRC PREVIEW Tell us what’s the ‘new normal’ in digital retail for a chance to win a free access-all-areas ticket
The theme of this year’s Internet Retailing Conference (IRC 2013) is the New Basics of retail. During the course of the one-day event, to be held at the Novotel in Hammersmith on October 16, expert speakers from across the industry will delve into the fundamental functionality that underpins multichannel retail. (more…)
Tesco launches own tablet as part of a multichannel strategy designed to bring digital to the majority
Tesco is launching its own tablet computer, the Hudl, as part of its multichannel strategy to enable shoppers to buy whenever, however and wherever they want. The supermarket says its move to launch the £119, 7in high definition tablet at the end of September brings the technology within the most (more…)
IRC PREVIEW Interview with Joel Stevenson of Wayfair
Ahead of the annual Internet Retailing Conference (IRC 2013) we’re running a series of previews of the event, focusing on the highlights of the one-day conference and featuring interviews with speakers. Today we speak to Joel Stevenson, UK managing director of US homewares pureplay Wayfair. Internet Retailing: At Internet Retailing (more…)
IRC 2013 INTERVIEW The evolution of instore retailing at FatFace
Ahead of the annual Internet Retailing Conference (IRC 2013) we’re running a series of previews of the event, focusing on the highlights of the one-day conference and featuring interviews with speakers. Today we speak to Paul Wright of multichannel fashion retailer FatFace, who will be taking part in a panel (more…)
One in 10 shoppers has bought from a retail website while standing in another retailer’s store: study
One in 10 shoppers have bought a product from a retailer’s website while standing in another retailer’s store, a new study shows today. Omnico questioned 1,344 UK consumers and found that among the younger age group some 15% of 16-24-year-old had used their phones to buy elsewhere.