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EDITORIAL How Arcadia Group, Lego, Dunelm, Sainsbury’s and more are changing the way they serve their customers

That retailers are operating in challenging times is a common results-day refrain. Today it’s Arcadia Group holding company Taveta Investments that’s using the phrase and in today’s InternetRetailing newsletter we report on what a variety of retailers and brands are doing to adapt to those challenges. Arcadia Group is closing stores while focusing online, on strategic high street shops, and developing its wholesale channels through third-party retailers. It’s a multichannel approach that we’re also seeing today from global toy brand Lego as it looks to open new stores around the world while also continuing to develop its online presence.

We report, too, as Dunelm, Dixons Carphone and Halfords develop strategies aimed at giving their customers the service the they want in order to ensure they win the sale ahead of competitors. Dunelm is focused on the customer experience, while Dixons Carphone is extending its market share and growing its online business, and Halfords is looking to services, B2B and and multichannel service connecting online and the store. 

It’s interesting to reflect on what works and what doesn’t as retailers look to work out what their customers really want. Sainsbury’s has done that in a blog that sets out the changes it has made following a three-month trial of till-free selling through its Holborn Circus food-to-go store.

In today’s preview of IRC 2019 we’re previewing the tech enablers and innovators conference. And today’s guest comment comes from Michael Reitblat of Forter who considers how retailers can protect their customers against account takeovers. 

Image: Fotolia

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