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Topps Tiles, Austin Reed, Liberty and Land Securities: facing the challenge of keeping the customer satisfied

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In today’s Internet Retailing newsletter, our attention is firmly on the end customer. On the day that Land Securities’ chief executive said that retail was polarising into winners and losers and the winners would be those who gave customers what they want, it seems fitting to flag up how retailers from Topps Tiles to Austin Reed are going about doing just that.

It’s relevant that today’s newsletter also comes in the week that the IMRG suggested that online sales are back in fast-growth mode, following a slowdown at the start of the year.

This, then is the context for our reports on how retailers from Austin Reed to Topps Tiles and Liberty are investing in multichannel strategies as a key path to future sales growth.

We also cover two studies on just what happens when retailers do register epic customer experience fails. SDL suggests the brands who do so will see their future income from the affected customer fall by in the region of 65%, while MetaPack warns that millennials who don’t have a good delivery experience will complain, online. More reasons to give the customer what they want and for many that’s multichannel shopping that enables them to buy where, when and how they want.

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