Ultimate ‘Online Mystery Shopper’ service launching September

Sitemorse-Logo-Large

The table of the top online drinks retailers published each month by Retail Insider is to be re-launched in September as a ranking of the results from an ‘Online Mystery Shopper’ service provided by Sitemorse that will accurately reflect the experiences faced by customers online.

It will be the ultimate authoritative measure of real customer experience, compliance, and search capabilities online. The ranked table of retailers’ sites will reflect how they are being picked up by Google, the compliance standards of the site, and the actual experience customers have when visiting the site.

It will give results that highlight the reality of the customer experience – what is being delivered to them page-by-page – and not what vendors are telling retailers their customers are experiencing. The new criteria being initiated by Sitemorse removes any room for excuses from vendors, and rids the situation of them dispensing confusing techno-babble to retailers that seeks to distract attention away from the reality of the all too common poor experiences customers are suffering.

This thereby allows executives to get a realistic view of the situation online in order that they can deliver on essential KPIs. This then allows for measurable and accountable prioritisation by retailers in order that they can deliver an exemplary service to their customers.

The new ‘Online Mystery Shopper’ table of websites will be only of relevance to retailers that actively want to address the issue of customer service online. If retailers want to find excuses for their websites’ poor performances and operational issues then the re-launched customer experience-focused ranked table will not be relevant.

 

Read full story

Poundland – breaking through the pound barrier

99p stores never had quite the same pedigree as Poundland so when the latter bought its cheaper-priced rival it was always going to be a tough task to bring things up to the required retailing standards. One of the achievements of the present management – led by the outgoing CEO Jim McCarthy – has been […]

Read full story

British Airways Wine Club flies up table of major UK online drinks retailers in Apr

British Airways Wine Club flew up the table of the Top UK drinks websites in April, according to analysis undertaken exclusively for Retail Insider by online specialist Sitemorse, as it recovered most of the fall that it suffered earlier in the year. It moved up 20 places into second spot with a score of 6.30 […]

Read full story

Not yet a cashless society

Through the evolution of payment options from paper and coins to electronic methods, many have been quick to speculate the rise of a cashless society. The Cooperative supermarket’s recent report on consumer behaviour and spending predicted that by 2025 mobile payments will take over cash and card payments. Stalwart, the Royal Mint responded, defending cash […]

Read full story

Retail Insider Beer Tasting Event – with Michael Durbridge, director of omni-channel at B&Q + Duncan Sambrook, founder of Sambrook’s Brewery

Retail Insider has held its latest event – combining a tutored Beer Tasting with Duncan Sambrook of Sambrook’s Brewery and a talk by Michael Durbridge, director of omni-channel at B&Q – that highlighted both the vibrancy of the UK beer scene and the opportunities for retailers from developing multi-channel propositions. Senior executives from John Lewis, […]

Read full story

Digital Retail Innovations Q&A – Doddle

Ahead of the launch of the ‘Retail Insider Digital Retail Innovations Top 50’ report 2016 (sponsored by Webloyalty) on July 6 here is the first in a series of Q&A’s with the leading figures behind some of the key digitally-driven innovations in the retail industry. (Click here to view 2015 report) Q&A with Tim Robinson, […]

Read full story

Innovative Retailer – Tossed

The Name: Tossed The Place: Around 26 units currently, including several in Dubai, and more than a handful located in Welcome Break stations around the UK.   The Story: So, shall we begin our tour of a very successful salad provider with more than a decade’s experience in the very competitive business of healthy eating. […]

Read full story

We know about the Millennials but what about the seniors

All the talk is of the Millennials and how they are the group that every company has to attract. Yes, it is fair to say, they are the future and that retailers’ longevity will be inextricably linked to doing business with them – now, or in the future at some point when they mature. But […]

Read full story

Using technology to inflate service levels in-store

When visiting Yorkshire on Good Friday I discovered a puncture on my car and visited an ATS garage to have it checked out. They initially reckoned it was easy to sort but then realised it was a more serious problem and required me ringing the VW specialist garage. The guys in the garage said they […]

Read full story

Budgens reclaims top spot in table of the major UK online drinks retailers in March

Convenience store business Budgens has reclaimed the number one spot in the table of the Top UK drinks websites in March, according to analysis undertaken exclusively for Retail Insider by online specialist Sitemorse. It moves up one place to head the table after Spar (UK) has lost some momentum and slips four places. Such moves […]

Read full story

Fighting for digital expertise

Employment in the retail sector has been in the news over the past few weeks with the headlines highlighting the dramatic forecast that one million jobs will be lost from the industry by 2025. Whatever the ultimate figure, there is clearly going to be some big changes taking place – with the big driver digital. […]

Read full story

UK department should take a leaf out of Nordstrom playbook

Upmarket US-based department store Nordstrom was founded in 1901 but it hasn’t lost its mojo and become the equivalent of UK TV’s sitcom store Grace Brothers from Are You Being Served?  Rather the opposite in fact as it has become the go-to store for cutting edge pure-play retailers looking to gain exposure to bricks and […]

Read full story

Movers & Shakers Q&A – Dave Elston, digital director Europe, Clarks

Dave Elston, digital director Europe, Clarks 1. What is the greatest opportunity for your business? To continue to grow our business internationally is a definite opportunity. We’ve a recognised brand overseas but not to the same extent as in the UK. We want to be a global brand. Our digital transformation goes hand in hand […]

Read full story

Reductions in retail employment far from a done deal

Recent figures from the BRC predicting that the number of people employed in the retail sector will reduce from a present three million to nearer two million by 2025 paints a very worrying picture. In the same way that retailers are having to completely overhaul their IT infrastructures, they are also embarking on serious reinventions […]

Read full story

Social media sceptics need to revisit their thinking

Retailers continue to grapple with social media. For every organisation that regards it as a distraction, there is one that fully embraces it and uses it as a key tool for engaging with customers. The former camp will argue that it is it is difficult to put forward a business case for committing serious resources […]

Read full story

British Airways Wine Club crashes down table of top 25 UK online drinks retailers in February

The wine club of the UK’s former national carrier British Airways has delivered a weakened performance online that has seen it hurtle down the table of the Top 25 UK drinks websites in February, according to analysis undertaken exclusively for Retail Insider by online specialist Sitemorse. It had held third place last month with a […]

Read full story

Revolution in retail employment

Online sales continue to grow at a fair clip – from a present base of 10-15% of total sales across the whole retail industry – and with this, the landscape for employment in the sector is at the early stages of a revolution. Until this point retailers have used rubber bands and sticky tape to […]

Read full story

Movers & Shakers Q&A – Gillian Drakeford, country retail manager, IKEA UK & Ireland

Gillian Drakeford, county retail manager, IKEA UK & Ireland 1. What is the greatest opportunity for your business? The biggest opportunity for IKEA is a transformation in the customer experience. We’ve worked hard over a number of years to invest in the physical and digital spaces for our customers and this has brought a lot of […]

Read full story

Retail Insider Breakfast – Anthony Fletcher, CEO of Graze

Retail Insider held its first Breakfast Event of 2016 with Anthony Fletcher, CEO of healthy snacks company Graze, who highlighted how data has been fundamental to the success of the business. Senior executives from Marks & Spencer, John Lewis, Monsoon Acessorize and Amazon were among those who heard how the company was good at logistics […]

Read full story

The day Venda tried to sue me out of my house

Watching Powa Technologies call in the administrators Deloitte last week was very sad but not necessarily that surprising to the market. In my opinion, even though its founder Dan Wagner had been claiming it was worth almost £2 billion a few months ago, his businesses suggest this was more about over-hyping than actual reality. The […]

Read full story
css.php