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IRUK Top500 The Customer Report: 2018

IRUK Top500 The Customer Report: 2018

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Argos, Sainsbury's and Ocado on what customers want

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Argos, Sainsbury's and Ocado on what customers want
Argos, Sainsbury's and Ocado on what customers want
In today's InternetRetailing newsletter, we're reflecting on how shoppers like to buy – and on what that means for the retail industry. We report as Sainsbury's renews its interest in buying Argos, citing "the right combination of location, range, speed and flexibility" among its key reasons for a likely £1.3bn offer. We also report on full-year figures from Ocado, whose chief executive Tim Steiner says a focus on customer service was among the reasons for its strong growth in profits and sales. And we also cover a study from Shoppercentric that suggests convenience is a key driver for where and how shoppers choose to buy.

These theories don't vary enormously. It's clear that convenience matters, as does customer service. Shoppers are a fickle bunch who buy at whim – that's something that retail marketers thrive on as they hope for quick wins through well-timed emails and social media campaigns. But it's also something that boards must take into account as they plan not only their marketing but also their retail strategies.

In other headlines, Kitbag, multichannel retailer to star sporting teams, has a new owner, we preview the Insight & Experience Conference at IRX 2016, and today's guest comment comes from Julie Atherton of Indicia, who considers potential retail approaches to the changing British climate.

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