Editors’ comment

 

Customer expectations are already well ahead of the service they often receive and pushing retailers of all sizes continuously to improve. The service the retail sector offers has already developed fast over the years, but now we see it moving forward very quickly indeed. 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.

We do that in several ways. First we set out the context for this report in  our strategic overview. 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. We then explain and share our research. In our analysing the numbers feature, Martin Shaw, head of research at InternetRetailing, explores in detail the  metrics that underpin this Dimension Report, while in the new research feature, he looks at how successful Top500 websites are in attracting customers from different demographics.

Our final step is to provide hands-on, practical examples of how leading retailers are developing their strategies. We do this through an interview with Stuart Ramage, ecommerce director at Dixons Carphone [IRDX RDXR], which focuses on how the retailer manages and develops the customer experience at Currys PC World [IRDX RCUR] [IRDX RPCW]. We also hear from James Backhouse of Evans Cycles [IRDX RCYC] on how it’s using bike rides to forge new omnichannel links with customers. We analyse the performance of retailers, including Topps Tiles [IRDX RTTI], Boots [IRDX RBOO], Debenhams [IRDX RDEB] and M&S [IRDX RMAS], through case studies, then look at 12 innovative approaches to the customer experience and to customer service.

You’ll find the full listing of the Top500 as well as the listing of the leading retailers in this Dimension. We hope you find this Dimension Report useful and we look forward to hearing your feedback on this approach, and on any ideas that you have for our future explorations of this subject.

Mentioned in this piece…

Dixons Retail

Dixons Retail

IRDX: RDXR

Dixons Retail plc is one of Europe’s largest specialist electrical retailing and services companies, with 530 outlets in the UK and Ireland and 320 in northern Europe as of 2014.

In May 2014 a merger with Carphone Warehouse was announced.

Dixons operates Currys, Currys Digital, PC World, Dixons Travel and Electro World stores along with many other brands across Europe.
(more…)

Currys

Currys

IRDX: RCUR

Currys is a British electrical retailer operating in the UK and Ireland. Part of the Dixons Carphone company, it specialises in selling home electronics and household appliances. (more…)

PC World

PC World

IRDX: RPCW

PC World is one of the United Kingdom’s largest retail chains of mass-market computers superstores. (more…)

Evans Cycles

Evans Cycles

IRDX: RCYC

Evans Cycles is a British cycle retailer. Evans was an early embracer of eCommerce, with its first website going live in 1999. Today the company enjoys critical acclaim for the responsiveness of its website and the convenience of its delivery options. (more…)

Topps Tiles

Topps Tiles

IRDX: RTTI

Topps Tiles is a British multichannel retailer based in Enderby. (more…)

Boots

Boots

IRDX: RBOO

Boots is a pharmacy chain and multichannel retailer with outlets on most high streets throughout the UK and Ireland. (more…)

Debenhams

Debenhams

IRDX: RDEB

Debenhams is a multinational retailer operating under a department store format in the United Kingdom and Ireland with franchise stores in other countries. (more…)

Marks and Spencer

Marks and Spencer

IRDX: RMAS

Marks and Spencer is a major UK-based retail chain of large stores and convenience outlets for groceries and fashion. (more…)