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IRUK Top500 The Customer Report: 2018

IRUK Top500 The Customer Report: 2018

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How consumers are changing the way that retailers sell

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How consumers are changing the way that retailers sell
How consumers are changing the way that retailers sell
In today's Internet Retailing newsletter, we report on some ways that changing consumer behaviour is driving the development of ecommerce and multichannel retailing. For example, we note from an IMRG/CollectPlus study out this week that consumers who shop from mobile are likely to drive the development of click and collect, while retailers and experts agree that the imminent birth of a new baby prince or princess will have a multi-million pound impact on the way parents and others shop in coming weeks. Retailers and brands should be prepared. IAB figures out this week also show that more people are shopping, and spending more, through affiliate and other performance marketing websites: this will no doubt drive retailer behaviour in response.

We also report on how retailers are responding to the way their customers buy, and want to buy. Fortnum & Mason, for example, has launched a responsive website that it says will take its customer service fully online, while Paul Smith has opted for supply chain technology with the aim of gaining full insight into where its inventory is, and whether it's available to buy. M&S, meanwhile, says the update of its Cook with M&S app for the Apple Watch shows how quickly it can react to changing technology and customer behaviour.

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