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IREU Top500 The Customer Report: 2018

IREU Top500 The Customer Report: 2018

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Winners, losers, choosers and snoozers

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Winners, losers, choosers and snoozers
Winners, losers, choosers and snoozers
Last night’s lavish – there can be no other word for it – Internet Retailing awards at SushiSamba atop the Heron Tower (which boasts Europe’s highest balcony) certainly show cased how the cream of the e-commerce industry gets things done.

Congratulations then to all the companies shortlisted for their leading role in e and m-commerce (Winners in Bold):

The Innovation Award presented by Steve Dukes, Head of Paylater

Commended winners: Burberry, Made.com, M&S, Top Shop

The Omni Award presented by Sam Suder, Senior Account Manager at Portaltech Reply

Commended winners: Oasis/Warehouse, Debenhams, John Lewis, Tesco

The M-Retailing Award presented by Lorraine Howard, Retail Operations Director of NoNeed4Mirrors

Commended winners: Amazon, Debenhams, Domino's Pizza, Ebay marketplace, Net a Porter group

The IRIS Award presented by Dan Mortimer, CEO of Red Ant

Commended winners: Apple, Burberry, Dixons, M&S

The Customer Award presented by Allyson Tremblay, UK Sales Director of SDL Fredhopper

Commended winners: House of Fraser, John Lewis, Lakeland, Lovehoney

The Capability Award presented by Bas Nawijn, Head of Sales EMEA of Magento

Commended winners: Amazon, ASOS, B&Q/Screwfix/Tradepoint, John Lewis

The International Award presented by Patrick Wall, CEO of MetaPack

Commended winners: ASOS, Net a Porter group, Wiggle, Zalando

The Global Award presented by Terry Hunter, CEO of Tryzens

Commended winners: ASOS, H&M, Net a Porter group, Tesco

The Internet Retailing Award presented by Eric Abensur, CEO of Venda

Voted by the readers of Internet Retailing - Lovehoney

The Judges' Award presented by the Judges' representative

Chosen by the judges - ASOS

(Full report on the awards to come when the rest of the team have sobered up).

But while much praise must be lavished on the winners and the runners up in each category, the evening, for me, was far more interesting thanks to the chit chat as the sunset on the city. Here I was regaled by tale after tale of how retailers simply aren’t joining the dots and delivering the kind of omni-channel experience that shoppers want.

And the problem? Well, most retailers are too departmentalised and the web-team don’t talk to the POS team who certainly have nothing to do with the store teams. Everything from payments to experience are not centralised enough and so commonality of experience an the ability for the consumer to move across channels seamlessly is crucial.

One retailer who shall remain nameless told me how the staff can check on stock levels using smartphones, but a consumer hitting the website can’t. Two different databases and networks, see. This is madness.

As the news this week shows – and, to be fair, much of the chat at the awards did too – mobile is becoming evermore important to every facet of retail, driven largely by consumers who are now more tech savvy and experience savvy than they have ever been. Yet most retailers aren’t capitalising on this. I know that a lot of work is going on and that the autumn and run up to Christmas will see some big announcements, however, right now the consumer is being failed.
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