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New Look, House of Fraser, AO World: searching out and responding to customer demand

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In today’s Internet Retailing newsletter we report on retailers from New Look and House of Fraser to AO World as they search out new markets and respond to customer demand.

It’s notable that customer demand is pulling in several directions: today we’re reporting on how traders are juggling demand from new markets including China and Germany, while responding to growing traffic from mobile devices, while we also report on studies from IMRG and JDA that underline the importance of getting delivery right. These are pressured though exciting times for retailers as widen their horizons ever further. Today we have some timely advice from Vikki Zelkin of The Grass Roots Group on what to do when, inevitably, service falls short of expectations and complaints are made.

Our webinars

The next Internet Retailing webinar will be on June 18, when senior analyst Amy DeMartine from Forrester Research joins LogMeIn senior director, products, Ross Haskell to debate what it is that customers now demand from multichannel and ecommerce retailers, and how retailers can best respond. Delighting your customers with the right support takes place on June 18 at 2.30pm. To find out more and register for the free event, click 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.

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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