How to act on data (rather than drown in it)

The idea of handling and using data can be daunting for any retailer. Data offers huge opportunity but it requires investment, focus and a clear understanding of what is to be gained to turn it into insight, and once it is turned into actionable insight, it can be used to increase efficiency, predict behaviours and improve bottom lines as a result. (more…)

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Order Management: The Engine for Omni-channel Growth

An Order Management System (OMS) is the central nervous system; the nerves and fibres that connect together all the silos of a retail business. It distributes the growing data and intelligence that all retailers have about their customers throughout the body-retail and, as such, is the engine for omni-channel growth. (more…)

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UGC: The Art of Social Marketing

Social media has given rise to many new phenomena, but one of the most interesting is user-generated content (UGC). Camera-enabled, always-connected smartphones offer consumers the opportunity to share the minutiae of their lives. And while many selfie their way through their days as a way to share with friends and family, others use their cameras to share images and videos with the world.  (more…)

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A Payments Playbook for Multichannel Executives

Payments is an area of complexity for some retailers but something that cannot be ignored. The biggest challenge is balancing a frictionless user experience with security.

How do you overcome such barriers to user experience? How do you balance fraud and ease of use, cost to serve and user experience whilst still embracing flexibility and innovation? (more…)

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Social marketing: The rise of earned content

30% of retailers don’t understand earned content and it’s importance as a component of multichannel retail.

The proliferation of channels through which retailers and brands can connect to their customers has fundamentally changed both how retailers retail and how shoppers shop. Consumer behaviour has changed with a shift away from wanted to be sold to towards being engaged with. As a result, retailers find that they need to be more in tune with these shoppers and offer a much more content-led approach to engaging with them. (more…)

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How is AI changing the role of the marketer?

Customers today demand a personal and immersive customer experience and meeting this demand is becoming an increasing challenge to retailers. This shift has been ushered in by widespread use of the smartphone and, in doing so, has presented retailers with not only more demanding customers, but also a vast array of data about them.

The vast amount of data produced by such a large number of customers can help retailers personalise their marketing efforts, however, the data is so vast that it can’t really be made sense of by any human force. This is where Artificial Intelligence comes in. (more…)

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Customer Data Platforms

For more than 20 years retailers have been working on perfecting personalisation using technology. Ever since the beginnings of ecommerce, there has been a drive to leverage the growing amounts of data digital interactions can generate for retailers and convert them into better ways of understanding the customer.

As a result, retail marketing departments have been collecting, cultivating and managing this customer data and creating from it the kind of ‘personalised at scale’ interactions that most consumers now expect as standard from the retailers they deal with, using customer data platforms (CDPs). (more…)

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The impact of innovation in the mobile customer journey

Mobile retail has never been more important to a retailer’s business and it’s grown obvious that simply replicating a desktop site isn’t good enough. The mobile experience must go above and beyond to provide as smooth a customer journey as possible if the retailer is to avoid losing customer interest and spend.

But while the ideology is all well and good what are retailers actually doing in the mobile environment and is it enough to take advantage of the channel and all it offers? (more…)

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Driving Forces: The trends that are redefining retail

Technology and consumer behaviours are evolving simultaneously and the result is that we have customers who are harder to win, easier to lose and more demanding on user experience. With so many new trends to consider, it can be hard for brands and retailers to remain focused on the wider picture.

This whitepaper takes a look at the emerging ideas that are having an effect on the ways that shoppers buy and retailers sell. (more…)

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The direct-to-consumer challenge

Brands are increasingly looking to develop direct-to-consumer relationships with consumers. Retailers need to be considering how such a scenario, in which brands can collect data direct from consumers and even take orders from them automatically, will change the overall retail landscape.

In this whitepaper, compiled by InternetRetailing in partnership with PA Consulting Group, we explore how retailers might go about this in a way that puts customers at the centre of all they do. In doing so, we consider issues around data, company culture and technology. (more…)

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The 5 retail KPIs which will allow you to grow

As a smaller or high growth retailer, understanding and managing your performance is key but is no easy task. These types of business see constant change especially when on a fast growth journey. But true success ion retail relies on more than just passion and gut, monitoring performance through the analysis of KPIs is vital.

But what are the main KPIs you should be measuring? And how do they show you profitability, or let you know when you’re in danger? This whitepaper – produced in association with Brightpearl and our two sister brands, eDelivery and Tamebay – aims to identify the main KPIs to keep an eye on and explores the ways in which retailers are currently keeping an eye on them. (more…)

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Shaping your business to take advantage of fit

In an age where retailers want to know everything about their customers – from what they do and what they like to how they shop – it seems ludicrous that they sometimes still don’t know the very basics of what their customer actually looks like, both in terms of their size and shape.

Featuring case studies on the strategies of Henri Lloyd, House of Fraser, Alexandra, Celtic & Co and a plus size retailer. (more…)

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Expanding via Marketplaces: Options for growth in Europe’s alternative marketplaces

Marketplaces have come to play a central role in e-commerce, for many smaller retailers being their main access to the market. Even for larger retailers, marketplaces are starting to be seen as a vital channel to run alongside their own websites and other sales channels.

This whitepaper looks at what more than 100 etail businesses are doing with alternative marketplaces, what the main challenges are and how to overcome them. (more…)

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Customer-centred commerce in the cloud: orienting your business around the customer

Customer-centricity: an organising principle within the business that puts the customer’s experience and satisfaction before organisational structures, convenience or legacy, a flexible approach that changes both with the identified needs of consumers, as well as tests and initiatives to seek a more effective connection.

This whitepaper comprehensively delves into the issue and provides practical examples of how best to deal with the pressures it creates. (more…)

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Are you delivering what your customers want?

With consumer expectations at an all-time high when it comes to ecommerce, and with rival retailers waiting just one click away, it is increasingly vital that retailers get delivery right.

This whitepaper illuminates the issue. By surveying retailers to find out how they believe they are faring and what they’re aspiring to do, and combining it with comprehensive case studies from leading retailers and a clear plan of 10 key actions for the coming year, we provide key insight into how to benchmark and improve your own delivery strategy (more…)

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