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IRUK Top500 The Customer Report: 2018

IRUK Top500 The Customer Report: 2018

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EDITORIAL How IRUK Top500 retailers from from Oasis, Coast and Warehouse to IKEA are honing their customer focus

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82% of customers now want to view-and-feel products in-store before committing to buying them online
82% of customers now want to view-and-feel products in-store before committing to buying them online

Life and the news cycle both slow down in the summer, giving InternetRetailing readers the chance to catch up on some stories that may have slipped past during the year. This year we’re marking each of the six core summer holiday weeks by focusing on our core InternetRetailing themes and revisiting some of the ways that we’ve explored those themes in print. We’re reviewing, reconsidering and refreshing some of the critical lessons, practical examples, and ideas that could work for others just as well as they already have for IRUK Top500 retailers.

 

This week we are focusing on The Customer, and we’ll be turning our attention to Merchandising, Mobile & Crosschannel, Operations & Logistics and Strategy & Innovation over the coming weeks.

 

In today’s InternetRetailing newsletter we report that the majority (82%) of customers now want to view-and-feel products in-store before committing to purchasing them online, as we cover on retailers’ focus on revamping in-store experiences to talk to shoppers.

 

We continue our customer-centric reportage by delivering IKEA’s ideology in creating engaging and ’loyalty-forging’ experiences and seven practical approaches to customer satisfaction.

 

Oasis, Coast and Warehouse are also adopting a new point of sale technology to enable store staff to give customers’ a personalised experience.

 

Meanwhile, Amazon reports a 39% uplift in sales growth in its latest financial quarter and releases its own third-quarter performance predictions.

 

Today’s guest comment comes from Michael Goller who attempts to unravel artificial intelligence (AI) myths in retail to see whether it is a passing fad or something retailers should be paying attention to.

 

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