InternetRetailing has recently published its annual Top 500 UK Retailers – companies currently leading the multichannel ecommerce sector in best practices, successful retail strategies and emerging market trends. To help you keep pace with the latest market trends and consumer preferences we’ve summarised the most important findings of InternetRetailing’s report. Putting the consumer first These prominent UK retailers are adopting innovative strategies to deliver high quality shopping experiences. They offer fast and efficient customer services on around five communications outlets; starting with their own websites, marketplaces and social media channels. They have user-friendly websites that enable customers to see reviews and product ratings. Their mobile websites are easy to navigate, facilitating easy browsing and shopping. Deliveries, Collections and Returns Delivery and returns is another area where leading retailers excel. Quick, free deliveries, full refunds and free returns are highly appreciated by all customers and top retailers have adjusted their logistics in order to meet demand. For many retailers, delivery and returns have become a significant competitive advantage and a critical element of seamless, flexible shopping. The study revealed that traders offering same day delivery perform stronger than those offering next-day delivery. Communicating what’s great about products High performance retailers invest significant resources in showcasing their products with strong imagery, clear explanations and customer reviews. They also make their products easy to find through search and navigation and extensively promote them on social media channels. Offering alternative suggestions or complementary items is also a key element for attracting repeat buys and increasing AOV (Average Order Value). Brand engagement To keep their customers engaged, leading retailers have an active multichannel approach and develop conversations with shoppers to gain their loyalty and generate positive reviews. Facebook and Twitter are the most popular social media channels to communicate with customers but direct mail marketing also remains a critical tool for customer engagement. Shopping on the go Industry experts agree that mobile is having a massive impact on the ecommerce sector and shopping behaviour. Leading UK retailers have understood this aspect and are making sure that they make the most of mobile with quick, user-friendly websites, apps and innovative features.