More than half of leading retailers now offer mobile apps and effective mobile websites, but the availability of cross-channel services such as collection and returns is falling.
The metrics in The Customer Dimension, which show European retailers maintaining their performance from last year, suggest that companies have already optimised performance in key areas.
If we are not there already, we are certainly moving to a mobile-first world. How are European retailers responding to this new reality? Jonathan Wright considers what the numbers might tell us.
Building memorable and consistent customer experiences is tough. RetailX research reveals that retailers often perform strongly here, yet there’s plenty of room for improvement too. Jonathan Wright looks at the numbers.
As retail changes, customers expect to be able to get hold of their purchases without fuss and in ways that fit in with busy lives. Jonathan Wright considers what RetailX research says about how IREU Top500 retailers are doing here.