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Retailers must ‘obsess’ with their customers to succeed

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Only retailers who are obsessed with the people who pay them will succeed in the age of the customer, concludes a new Forrester report. Today’s Internet Retailing newsletter covers the story, and gathers together some examples of how retailers are considering the needs of their customers.

In today’s newsletter, for example, we also report on the way that Halfords is partnering with DPD‘s PickUp Parcel shop network in a move aimed to make ecommerce delivery more convenient for both its shoppers and those buying online from other retailers. Convenience, after all, is deemed one of the most important assets a retailer can offer to its customers, in a Royal Mail report on what online shoppers expect from returns and commerce. Finally, it seems that once gained customers become a tangible asset: Bank administrators are selling off Bank IP assets including its social media following. We also report on John Lewis as it raises awareness among its target international customers, by opening shop in the Philippines.

Today’s IRUK 500 guest comment also touches on convenience, while analysing the kind of content that customers now expect. Poq Studio’s Michael Langguth, who considers how the two factors are driving app commerce.

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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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