In today’s InternetRetailing newsletter we look how retailers are differentiating themselves by developing their websites and customer service in order to stand out in an environment of growing online sales – but greater competition.
Today we report on predictions from retail analysts CACI that suggest a greater proportion of sales will move online by 2026. At the same time, SuperGroup this week put its fast growth down, in part, to ecommerce, and holiday company Tui Group has seen more of its bookings move online.
It’s against this background that we report today on how retailers from M&S to Missguided and JD Williams are boosting their performance using personalisation, and we also look with interest at a Royal Mail study that suggests customers tend to send products back when they do not live up to their expectations. This offers new opportunities for retailers to cut their returns rates and ensure sold items stay sold.
Finally, today’s timely guest comment comes from John Crossan of Zendesk who considers the kind of service customers now expect.
Our research
The latest InternetRetailing research, the IRUK Top500 2016 and the first 2016 dimension report, on Brand Engagement, is now available to download. Visit the IRUK Top500 section of the website to find out more.
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Event presentations and interviews
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