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IREU Top500 The Customer Report: 2018

IREU Top500 The Customer Report: 2018

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Fulfilling the high expectations of connected customers

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Fulfilling the high expectations of connected customers
Fulfilling the high expectations of connected customers
In today's InternetRetailing newsletter, we're taking a look at what connected customers have come to expect – and what they'll expect emerging technologies will mean for the way that they shop, work and live by 2020. It seems expectations are high, and getting higher. We cover two reports well worth a read for retailers and brands who are planning long-term strategies. While it's likely that customers expect far more than they'll get in the short term, in the long-term their expectations may well drive the direction of change – and that's worth anticipating.

Today we report on a new report that suggests retailers who don't deliver on expectations already suffer – and that's set to be accentuated in coming years. Meanwhile, those high expectations also extend to the Internet of Things, and new findings suggests that security is set to be a concern here.

River Island, it seems, is already delivering on its customers operational expectations using technology that it says has helped it to save £3m over the past three years, and there'll be lots more practical examples of multichannel at its best at the upcoming Operations in Multichannel conference at IRX 2016.

We also report today on fast growth in online sales, according to ONS figures, while today's guest comment from Richard McCrossan of Genesys suggests three strategies to avoid abandoned carts.

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