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EDITORIAL How leading retailers are evolving in the face of changing customer behaviour

In today’s InternetRetailing newsletter, we’re reporting on how customer behaviour is changing, and what that means for the retailers and brands that serve them.

We cover a fascinating study from Salmon that finds, among other things, that shoppers who are Amazon Prime members have, as a group, greater expectations of how fast a delivery will reach them than those who are not. Shoppers, according to the study, are also looking for lower prices and convenient delivery followed, some way behind, by the importance of the brand that makes the product. 

The demand to shop online is encouraging luxury brands to sell online in the UK for the first time, and today we report as Chanel does that, or to improve the customer experience on their website, something that Balmain has just done. 

But as the BRC and Springboard report a small, and very tentative, move back to the high street for shoppers, it seems that those locations may be using their position as a leisure destination to persuade people out of their homes, in a way that it seems shopping centres and retail parks are not doing quite so successfully at the moment. 

Even Amazon is taking its Prime Day event offline for the first time in the UK, adding to what has up to now been a firmly online event. Today we report on how Prime members can enjoy Prime Day discounts at its Whole Foods Market stores in the UK, but we also find that there may be trouble behind the scenes as website outages and distribution centre strikes are reported. 

Elsewhere we’re reporting as Unilever partners with Blis to test a blockchain solution that promises transparency in where customer data has come from, and whether it’s GDPR compliant.

Today’s guest comment comes from Patrik Frisk of Besedo on ways of using artificial intelligence to manage abusive or even criminal user-generated content.


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