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How technology is helping retailers to evolve as shoppers change

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In today’s InternetRetailing newsletter our focus is on technology – and the difference it can make both to retailers and to shoppers. The difference that it makes to shoppers is the most clear, and striking: research from Kantar Worldpanel that we cover today says that UK shoppers buy more of their groceries online than consumers do in any other country, bar South Korea. It also finds that UK consumers spend more money when they shop online than in any other country.

Clearly, UK shoppers’ habits are evolving, and as they do, retailers are adopting new and emerging technologies that help them to serve them in a way that stays relevant. Today we look at the difference that different technologies have made to different retailers: Farfetch, L’Occitane and Jimmy Choo. Rachel Waller of Farfetch tells us in an interview about one technology that has underpinned its visual social commerce, while L’Occitane shares figures on how location-based marketing worked for it. Jimmy Choo, meanwhile, has an update on the effect of omnichannel investment on its online sales.

It’s important because getting it right makes a difference: we also cover a study today that shows that when retailers get it wrong, consumers switch off – with 90% of consumers having unsubscribed from retailers’ messages in the last year.

Today’s guest comment comes from Luke Griffiths of Klarna, on flexible returns.


Find out more about upcoming InternetRetailing webinars and register for free on the InternetRetailing webinar page. You can also catch up with past webinars on the page: recent sessions have come from IBM Watson on using AI to improve the customer experience, and from SmartFocus and The Entertainer on using social to reach digital customers.

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