We’re running a series of pieces exploring predictions for how multichannel and e-commerce retail might change over the coming year. Today we consider the customer experience

PEAK 2019 Online pre-Christmas discounting continues while returns could peak today

09 Dec 2019by Chloe Rigby

Retailers continue to discount after the Cyber weekend events, while predictions suggest that this week will see returns peak. Plus we look at how Christmas deliveries are made by ferry to tiny Brownsea Island

Brands Data Delivery Focus Grocery IRUK Top500 Manager Online Peak People Research Retailer Selling UK

GUEST ANALYSIS Ultra-fast delivery ‘better for the environment?’ That misses the point

29 Oct 2019by Andy Mulcahy

When Amazon’s third-quarter results came out last week, most of the focus was on the fact that they posted a fall in net income for the first time in two years. A primary reason for the shortfall was the investment they are currently making in faster delivery, and there was an eye-catching quote on the impact of this shift from chief executive Jeff Bezos: “[A]lthough it’s counterintuitive, the fastest delivery speeds generate the least carbon emissions because these products ship from

Clothing Customer Delivery Focus Industry Marketing Mobile Online People Research Retailer Selling Sustainability Technology The Customer UK

IRC 2019 PREVIEW The countdown is on for this year’s conference

04 Oct 2019by Chloe Rigby

The October 10 event, to be held at the Business Design Centre, in Islington, London, features a line-up of speakers from brands as varied as Liberty London, Adidas, Made.com, Watch Shop and Pernod Ricard UK

Brands Conference Customer Ecommerce Events Focus Industry Manager Retailer Technology The Customer UK Workshop

Promise of minimal change in store or online as John Lewis and Waitrose managements merge

01 Oct 2019by Chloe Rigby

The John Lewis Partnership promises there will be little to no disruption to its shops or websites as it merges the management of John Lewis and Waitrose. Its senior team will be cut by 75 from 225 in order to save £100m through its future partnership programme as managers including Rob Collins, managing director of Waitrose, leave the business

Brands Customer Focus IRUK Top500 Marketing Online Other Research Retailer The Customer UK

IRC 2019 INTERVIEW Chris Conway of The Co-operative Group on putting the customer first

17 Sep 2019by Chloe Rigby

We’re looking ahead to IRC 2019 in a series of interviews and previews. Today we hear from Chris Conway, head of ecommerce at The Co-operative Group

Conference Customer Ecommerce Events Focus Interviews Other People Product Retailer Software The Customer

INTERVIEW Levi Strauss & Co:'the 140-year-old startup'

26 Aug 2019by Emma Herrod

Seth Ellison, executive VP and president, Europe, Levi Strauss & Co, spoke to Emma Herrod about how digital and focusing on customers has helped to turn around a sleeping giant

Brands Customer Ecommerce Europe Focus Franchisee Marketing Marketplaces Mobile Online Other People Product Retailer Selling Technology The Customer UK

Majestic Wine moves out of multichannel to focus online with £100m sale of the Majestic Wine Warehouses business

02 Aug 2019by Chloe Rigby

Majestic Wine said today that it had found a buyer for its store-based Majestic Wine Warehouses business as it pivots the business to focus on its online Naked Wines business

EU Focus IRUK Top500 Online Payment Research Retailer UK

IRC 2019 PREVIEW The customer expectations conference

02 Aug 2019by Chloe Rigby

We’re running a series of previews and interviews with speakers around this year’s InternetRetailing Conference (IRC 2019) in the run-up to the event in October. Today we focus on the customer expectations conference

Conference Customer Delivery Events Focus Industry Interviews Region Technology The Customer

Customer experience now a key driver for shoppers – and retailers: study

25 Jul 2019by Chloe Rigby

Four in 10 shoppers now say that one bad experience with a retail brand would stop them returning another time – while 76% of retailers say that they have to work harder than ever to keep customers, a new Klarna study has found

Brands Customer Focus Online Payment Research Retailer Technology The Customer UK