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Who’s got the key to your social media account?

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The importance of social media is highlighted in today’s Internet Retailing newsletter where we bring you two contrasting stories of how to use – and how not to use – social media to talk to customers. The takeover of HMV’s Twitter feed for a live feed on redundancies at the company will be a wake-up call for retailers who still rank social media rather low on their priority list. Meanwhile, Swiss watchmaker Raymond Weil is taking a very different approach with its decision to shut down its ecommerce site on Monday to focus on its Facebook page instead.

In today’s newsletter we have news of Jessops as it looks set to go online-only, of Amazon, reporting its sales figures, and of Kount as it brings its fraud solution to Europe. We report the warning from Baker Tilly’s head of retail that those who survive in retail will be those who adapt to the way the consumer wants to shop, and in our latest preview of IRX 2013 we highlight the exhibition.

Today’s guest comment is from Marcus Law of SLI Systems, who looks at the importance and the practicalities of site search to retailers.

We have four upcoming Internet Retailing webinars to flag up this week. As always, it’s free to attend our webinars, and you can find out more on our webinar page.

On February 6, at 3pm, Nathan Richter, strategic services director at Monetate , is joined by Simon Harrow of Kiddicare, for a session focused on the Latest trends in website personalisation. During the course of the event retailers can bring their knowledge of personalisation techniques up-to-date, while finding out how successful brands are using them to boost their order values and return on investment. To find out more and to sign up for the webinar click here.

On February 12, at 4pm, we’ll be joined by Don Bush, VP, Marketing at Kount, for a webinar that explores how retailers can Boost sales, beat fraud and reduce chargebacks. Featuring a case study from CD Baby, the session will explore ways that traders can make sure their sales are both safe and profitable. Find out more here, where you can also sign up to the webinar.

On February 20, at 11am, Matthew Curry of Lovehoney and Chris Edge of SLI Systems join us for a webinar, If they can’t find it they can’t buy it – importance of site search for online retailers. During the session the two speakers will examine how site search is used on the Lovehoney site, while Chris Edge, head of customer success UK at SLI, will also give broad advice on best practice use. To find out more about this webinar and to register, click here.

And on February 28 at 11am, we’ll be joined by Tim Pickard, chief strategist at NewVoiceMedia and Martin Hill-Wilson, chief executive of Brainfood and a long-standing member of the UK customer service community, for a discussion on how retailers can connect their CRM data with telephony to recognize and respond to individual customer situations and so offer a truly personalised customer experience, in Customer experience: making it personal. For more information and to register, click here.

Two ways with social media: HMV and Raymond Weil

Jessops name looks set to survive online

IRX 2013 THE HIGHLIGHTS: The exhibition

GUEST COMMENT Improve and enhance site search to boost conversions and customer satisfaction

Kount brings its fraud solution to Europe

Adapt to survive in a consumer-led retail revolution

Amazon reports sales growth as ebooks take off

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