In our latest IRUK Strategy and Innovation Report, we’ve seen how standing out means performing at the very highest level. This year, our research focused largely on customer experience, mapped through analysis of metrics in areas from web downloads speeds to the time taken to answer a telephone, email or a social media message. There are plenty of areas where there are opportunities for traders to differentiate themselves from other retailers. We highlight various approaches which retailers could adopt to ensure they stand out even in the most crowded markets. (more…)
In the latest IREU Top500 Performance Dimension Report. Our focus is firmly on the person at the heart of the modern multichannel business – The Customer. We aim to analyse and understand the customer experiences of leading European retail brands through our on-going research. (more…)
Merchandising is an area of retail practice that has evolved rapidly since the advent of the digital age, and which continues to evolve as we move towards a mobile-first era. In the IRUK Merchandising 2017 report, we analyse the work of retailers who are at the top of their game; we critique the context in which they are operating and we share their best practices. Included are case studies, a review of the figures, a ranking of the best when it comes to merchandising, approaches to employ and more. (more…)
The leading ecommerce and multichannel retailers operating in Europe in 2017 ranked and analysed on their performance. In this year’s IREU Top500 report, find out who’s ranked “Elite,” which countries are most important to European retailers and the strategies of the best retailers in the areas of Strategy and Innovation, The Customer, Operations and Logistics, Merchandising, Brand Engagement and Mobile and Cross-channel. (more…)
In our latest version of IRUK Top500 Dimension Reports, we offer an overview of our most recent research in this Mobile and Cross-Channel Dimension. In our lead interview, we look at Screwfix and hear from Sue Harries the Director of ecommerce, who explains that optimising the user experience on smartphones is essential to their companies digital growth. We investigate integrating mobiles into multichannel strategies to improve companies all round offerings. (more…)
The next in our series of IREU Top500 Dimension Reports looks in depth at Operations and Logistics. An area that in recent years has moved firmly to the forefront of customers consciousness. In this report, we’ve looked at how traders are setting out strategies for delivery, returns and multichannel services as they sell across borders with the European Economic Area, plus Switerzland. We have identified practical examples and approaches that other retailers may want to emulate in their own strategies. (more…)
In the first IREU Top500 Strategy and Innovation Performance Report we look at how retailers and global brands are currently approaching trade in Europe. More generally, we look at how retailers are pursuing strategies that InternetRetailing researchers consider to be key. (more…)
We’re delighted to bring you the EU Merchandising Dimension Report 2017. Compiling this report, InternetRetailing researchers have measured traders’ ability to communicate their products through the use of imagery, information, customer feedback and social media sharing. They’ve accessed how easy traders made it to find products through search, navigation, and fast checkout, offering detailed insights into how leading retailers set out their online store. (more…)
At a time when customers are taking the lead in the way they communicate and interact with retail brands, it makes sense that the way retailers respond is changing. In this Dimension Report, we analyse the hard data produced by the InternetRetailing research team and combine this with the work from our Knowledge Partners to accurately show where brand engagement is now.
We’re delighted to bring you the InternetRetailing UK Top500 report. For the third year, our research team has looked in depth at the UK’s leading e-commerce and multichannel retailers, comparing and contrasting the capabilities of these top-flight traders to see where and how the best retailers excel. (more…)
In this second IREU Top500 Performance Dimension Report, we focus squarely on mobile and cross-channel retail. One device, in particular, has transformed this area: the smartphone. We explore how retailers are using mobile in their business models as they trade at scale in this continent, and we investigate how the use of mobile varies between markets. (more…)
In this Dimension Report, we’ve assessed retailers by their delivery promise since this is the metric most likely to guide the shopper’s choice. We measure delivery and collection options, the ease and convenience of returns, and refunds too. Containing a selection of case studies, approaches, and brand new research, this report offers up useful insight into the delivery performance of the Top500 crosschannel retailers, and allows you to benchmark your own strategy against that of your peers and competitors. (more…)
In this latest IRUK Top500 Performance Dimension Report, our focus is firmly on the person at the heart of the modern multichannel business – The Customer. We focus on how the top retailers are leading the way. Look into case studies and examine the traits that put retailers ahead in this Dimension, while we ask The Perfume Shop managing director Gill Smith about the retailer’s approach to customer service in our lead interview. We’ve also gathered some best practice examples, not only of customer service but also of customer-centric strategy. (more…)
In our ‘2017 Brand Index’ we look into brands – companies used to supplying wholesale to retailers that now sell directly to customers. We’ve measured a performance of the most successful brands across six Performance Dimensions in order to establish what works in areas from Strategy & Innovation to Operations & Logistics.
We’re pleased to present our first Europe Top500 annual dimension report focusing on Brand Engagement. The Single Market’s Top500 retailers are assessed and ranked for how visible their brand is in search and how broadly and effectively they engage with customers across email, phone, live chat and social media. We name the Brand Engagement Top100, 2016 and interview leading retailers on their strategy. (more…)
We’re pleased to present our second annual dimension report focusing on Strategy and Innovation. The UK’s Top500 retailers are ranked for their capacity to offer innovative services and how poised they are to expand internationally. We name the Strategy and Innovation Top100, 2016 and interview Holland & Barrett on their strategy. (more…)
Leading on from the UK Top500 Report we’re pleased to present our third annual Dimension Report. Merchandising is a subject that goes straight to the heart of retail. For successful merchandising, it’s all about the art and science of selling from a distance. The art is to present products to their best advantage and the science is to look at consumers behaviour and understand your customers. In this report, we analyse the work of retailers who are at the top of their game; we critique the context in which they are operating and we share their best practices.
This is the inaugural ‘European Top500’ – the InternetRetailing Europe Top500 Report. The culmination of two years’ research, this detailed study builds on InternetRetailing research that was first carried out in the UK market the IRUK 2015 Top500.
Our research now covers 32 countries – the members of the European Economic Area (EEA) plus Switzerland.
We’ve examined the leading eCommerce and cross-channel retailers and how they trade, considering their performance through six ‘lenses’ – our Performance Dimensions. Through this research we have been able to move from ‘who are the biggest’ to ‘who are the best’. This report sets out the overall ranking, our methodology and summarises the six Performance Dimensions.
Throughout the year we will release in-depth information on the Performance Dimensions, and together this will create the most comprehensive and extensive assessment of European multichannel performance available. (more…)