Retailer Therapy - Insights for retailers with an eye on the future
 

SPRING / SUMMER 2013

 
 
 

E-COMMERCE

Claire's new online presence mixes business with pleasure

Accessories retailer Claire's has just launched its very first e-commerce site for the UK and Europe to help bring it closer to its customers. In terms of online presence it's a real step forward, but the use of social media and mobile friendly features mean the real benefits may be felt in-store. Claire's European e-commerce and digital director David Devany explains why...read more

 

OMNI-CHANNEL POINT OF SALE

Fat Face project highlights a power shift at the top table

There used to be a time when the board would set out its aims and objectives for a retailer and IT would then try and make sure the technology in place was, at best, an enabler. That's no longer the case. In fact, companies who can bring IT into the business at a strategic level are pulling away from those with a more traditional outlook. Fat Face's recent EPoS initiative, shortlisted for a Retail Week Technology Award, reveals just what can be achieved when the business as a whole embraces change...read more

 

CRM, LOYALTY AND CLIENTELING

Customer loyalty tools help Notcutts nurture growth from the roots up

We're about to kick off a new customer relationship management (CRM) and loyalty initiative with the garden and outdoor specialist Notcutts. The company is family-owned and it's been 'helping gardeners since 1897'. Now, with 19 garden centres across the country, the personal and expert service that Notcutts has always prided itself on is about to get a 21st century makeover...read more

 

E-COMMERCE DESIGN

With great brands come great design challenges for Jigsaw24

Jigsaw24 is the largest supplier of Apple products to the UK's creative industry. With such tech savvy customers, the company's site needed to hit the mark in terms of its user interface (UI) and the experience of using the site for research, advice and purchasing. Jigsaw24 aims to provide 'Insanely Great' services, so how do you design an e-commerce website with personality? read more

 

CUSTOMER LOYALTY

Easy does it: a new take on loyalty

Every business wants to have loyal customers – but loyalty is always a rather strange concept in business. We often only discover that a customer isn't loyal when they never speak to us again! We've had 'customer recommendation' and 'customer delight' as benchmarks for loyalty for a while – but happy customers may still go to the competition, so measuring satisfaction might not be the best way to test loyalty. BT futurologist Nicola Millard describes a new approach to loyalty...read more

 

SUPPLY CHAIN RESEARCH

Retailtopia: Mapping out a proper returns journey

At the recent Retail Business Expo event in London, BT launched Retailtopia, a year-long investigation into the challenges facing the retail supply chain. The panel discussion to review the findings of the research was dominated by two words: transformation and urgency. With a major high street retailer going out of business every single week of the year last year, it's clear things need to change – and quick. Find out how...read more

 

COMMENT

Connecting doors in the omni-channel maze

Shopping is often still a contact sport but, when it comes to advice seeking, bagging a bargain and ensuring the item you want is in stock, online retailers often have a distinct advantage over traditional ones. But online shopping has also changed people's perceptions of service, value for money and convenience. BT futurologist Nicola Millard outlines the importance of connecting all channels behind the omni-channel scenes...read more

Latest news and views

 
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Press release: Notcutts nurtures growth with customer loyalty tools from BT

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Blog: Can't all sectors use social media like retail?

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Blog: The two unlikely keys to omni-channel success

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Press release: Shoppers to Get Free BT Wi-fi at Fenwick department Stores

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Article: Mobile: Making better connections (Marketing Week)

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Press release: Free BT Wi-fi while you shop at eight Prupim UK shopping centres

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Blog: Adapted for the small screen: tailoring mobile commerce to fit

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Press release: BT puts Fat Face on 'cloud 6.3' with multichannel point of sale

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News: : BT helps Claire's launch their first e-commerce website in Europe

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Awards: : BT shortlisted for PayPal etail award and four Retail Week Technology Awards

Events

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