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How retailers are acting to give customers what they want

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What do customers want and how do they want it? That’s a question that is keeping teams busy at multichannel retailers across the UK. Today we look at how some of them are answering it. Our interview with Robin Phillips of Boots asks how the health and beauty retailer is responding to give shoppers ever more intelligent use of their data in highly personalised services.

New Look and PrettyLittleThing both unveil new fulfilment services this week as they tackle the question of what their customers want. These are answers that tie in with Omnico Group’s finding that 74% of shoppers prioritise speed and convenience when they shop online and across channels.

Together these stories suggest that what shoppers want include speed, convenience and personalisation. These can all be seen in our story today about two new ecommerce deals: Outfittery has won investment, while MyOptique is being bought – personalisation and convenience are key both to the businesses, and to this new investment.

Elsewhere in today’s newsletter, we have analysis from Worldpay’s James Frost of how retailers can make the most of Brexit, while today’s guest comment comes from Neil Titcomb of Genesys, who considers the role that omnichannel engagement solutions can play in retail businesses.

Finally, we have the latest update from our research team. The Product Merchandising Tracker analyses how IRUK Top500 retailers approach the task of merchandising their goods, and shows some interesting insights, including what category of retailer is most likely to discount products.

Our research

The IRUK Top500 2016 and the first 2016 dimension reports, the first on Brand Engagement and the second on Mobile & Cross-channel, are now available to download. Visit the IRUK Top500 section of the website to find out more.

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