Acknowledgments

Foreword

A. Retail Truths

1. Some Thing Never Change

1.1 Expert Commentary: From Bricks to Clicks

1.2 Becoming Omni-Channel

1.3 Expert Commentary: John Lewis Move to Mobile

1.4 Expert Commentary: Mobile Shopping Opportunity

1.5 Case Study: Graze.com

1.6 Deep Dive: Omni-Communications

2. Getting Technology To Work For You

2.1 Deep Dive: Importance of Speed

2.2 Case Study: Watchfinder

B. Attracting More Customers

3. Understanding Your Demographics

3.1 Expert Commentary: Mapping the Customer Journey

3.2 Case Study: Thomas Cook

4. Starting To Use Social Media and PR

4.1 Deep Dive: From Social Listening to Predicting

4.2 Case Study: Bjorn Borg

C. Selling More

5. Presenting Products & Services Online

5.1 Case Study: The Board Basement

5.2 Reducing Shopping Cart Abandonment

5.3 Case Study: STA Travel

6. The Check-Out Journey

6.1 Expert Commentary: Make It Easy To Buy

6.2 Case Study: Carpet Underlay Shop

D. Surprising Customer Service

7. Make Your Brand, Your Customers’

7.1 Expert Commentary: Bazaarvoice

7.2 Case Study: Gopak

7.3 Expert Commentary: Authentic Customer Dialogue

7.4 Case Study: Grabble.com Getting Mobile Right

8. Deep Dive: Global Payment Alternatives

8.1 Payment Checklist

E. Key Opportunities in the Coming Year

9. Expert Commentary: Expanding Internationally

9.1 Deep Dive: Selling to Chinese Consumers

9.2 Case Study: Vivabarefoot

10. Inventory Management

11 Delivery Delight

11.1 Deep Dive: Packaging

12. Beefing up Security

Hall of Fame

Index

About the Author

Christer Holloman is an experienced digital business change consultant. He is the CEO and cofounder of Divido (http://divido.com/), a fast-growing technology start-up in the process of changing the old school financial services sector.

Credited as “One of London’s Most Influential Individuals Within New Media” by The Evening Standard, he is often invited to write for The Guardian, Sky News and GQ about how organisations can make the most of opportunities presented by new technologies. Christer is the author of the The Social Media MBA series (Wiley).

Table of Contents

About the Author