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Burberry, Halfords, M&S and more: working to focus on their customers’ needs

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In today’s InternetRetailing newsletter we’re reporting as IRUK Top500 retailers refocus, adapt and develop their strategies to meet the needs of their customers. Their methods differ, but all have a comment aim: to deliver their service and products in a way that best suits the needs of the shoppers. Doing so is important because that’s the path to customer loyalty and returning sales.

For Burberry, the new focus is on the luxury customer, a demanding group who, says the upmarket retailer, want innovation, digital and omnichannel services, Sainsbury’s is working to get to know its own group of customers as well as possible in order to give them the service that they demand. This strategy, it says, has paid off well so far – and now it’s working to take that still further.

Halfords is putting the store at the centre of its business, with good results, while M&S is putting digital first, and rationalising its stores to meet that need, and Mamas and Papas is working to put commerce alongside content in its new-look website.

Today’s guest comment comes from Georges Bergzal of Pitney Bowes, who considers why this is a good time for Nordic-based ecommerce businesses to go global.


Find out more about upcoming InternetRetailing webinars and register for free on the InternetRetailing webinar page. You can also catch up with past webinars on the page: recent sessions have come from IBM Watson on using AI to improve the customer experience, and from SmartFocus and The Entertainer on using social to reach digital customers.

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