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Ikea, Tesco, Debenhams, Dunelm: how retail stalwarts are improving their service in the age of the customer

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In today’s Internet Retailing newsletter we report on what retail stalwarts Tesco, Debenhams, Dunelm and Ikea are doing to reshape their businesses for a new age of retailing. As we move into uncharted waters, experience and tradition count for less as traders of all sizes figure out how best to sell in a digital age. For Tesco and Debenhams, part of the learning is that while discounting may mean higher sales, those sales are not necessarily profitable. Debenhams has also adjusted its delivery promises and improved its website. These may seem like small changes, but they have delivered online sales growth of 16% that contrasts with total sales in a sales environment when consumers still seem short on confidence. Meanwhile, Ikea is looking to improve its customers’ access to its range and design services through a combination of online and new format stores, while Dunelm has appointed a multichannel veteran to be its next chief executive.

Modern retailing, then, is increasingly geared towards the shopper. In today’s newsletter we bring a preview of how Internet Retailing Conference 2015 will focus on that pivotal person through The Customer stream.

Today’s guest comment comes from Dela Quist of Alchemy Worx with a discussion of why, and how, retailers need to start rethinking their approach towards email.

Our webinars

The next Internet Retailing webinar will be on July 1, when Rick Barbari of Digital River World Payments will join us to discuss how best to make websites attractive to cross-border shoppers. Digital River: how to optimise your ecommerce site for the cross-border consumer is at 2.30pm that day – find out more and register here.

Jim Davidson, head of research at Bronto Software, returns for his third webinar with Internet Retailing on July 2. He’ll consider what retailers can learn from the two ‘moments of truth’ when shoppers may drop out of the purchasing process – and how retailers can win them back. He’ll also unveil the findings of Bronto research into a shopping cart and product page audit that spans more than 100 retailers. Revenue rescue: saving sales when shoppers stray is at 2pm on July 2. Find out more and register for the free webinar here.

Click to visit the Internet Retailing webinars page to catch up on any that you may have missed.

The Internet Retailing Awards

The Internet Retailing Retailing Awards will be held on September 24 at the Mandarin Oriental, London. Nominations are now open – click here to nominate your own company or one whose work you admire, and tickets are now available to buy.

Our research reports

Our research editors research and produce regular reports on pertinent ecommerce issues. The latest, on Conversion Rate Optimisation, comes from Liz Morrell who explains here why this is a must-read report. Click on the links too to download your free copies of the Seasonal Commerce Report and Customer Experience Report.

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