Consumer Affairs & Relations

Jay Carney spent three years parsing words as president Barack Obama’s top spokesman and now has joined Amazon.com as senior vice president of worldwide corporate affairs, according to Politico.

Waban, Mass. – In a sign that retailer efforts to enhance customer service may be working, few consumers report having a bad experience with a retailer in the past six months. According to a new Temkin Group report, “What Happens After a Good or Bad Experience, 2015,” only 4% of consumers report having a bad experience with a retailer.

Six retailers are at a 1% reporting level for bad customer experience: True Value, Costco, Bed Bath & Beyond, Ace Hardware, Gap, and Staples.

Louisville, Ky. - Long John Silver's has named James O'Reilly as CEO. O'Reilly brings to the role more than 20 years of food service executive experience, including his most recent stint as chief brand officer for Sonic Drive-In.

In addition, O'Reilly has served in a variety of domestic and international leadership positions for food service and CPG companies including Einstein Noah Restaurant Group, Yum Brands, and Procter and Gamble.
 

Ace Hardware’s formula of localizing merchandise and offering individualized customer service is continuing to pay off for the hardware retail cooperative.

The company reported record revenues, profits and patronage for fiscal 2014. Ace had revenues of $4.7 billion, an increase of $546.3 million or 13%. Revenues increased $496.9 million or 12% as compared to fiscal 2013. Net income was $140.9 million for fiscal 2014, an increase of $36.4 million or 34.8%, from fiscal 2013.

Despite weak sales and possible criminal charges from the Department of Justice, Lumber Liquidators Inc. plans to keep its aggressive expansion plans in 2015

New York -- American Express has officially launched its Small Merchant EMV Assistance Program, which was announced last October by President Obama. The nationwide campaign was created to help U.S. small merchants fight fraud through a $10 million reimbursement program designed to accelerate adoption of EMV payment terminals. It will also arm small merchants with knowledge about EMV’s security benefits.

If we wanted to show the struggles of the classic American mall, I don’t think we could come up with a better example than Northland Mall in Southfield, Michigan. When it opened in 1954, Northland was an instant hit: an icon not only for the region, but for the nation. One of the first and largest open air centers in the nation, Northland was enclosed in 1974 and today boasts space for 96 stores and nearly 1.5 million sq. ft. of retail.

Essen, Germany – Global discount supermarket retailer Aldi Inc. is thinking big when it comes to Texas. According to the Dallas Morning News, Aldi sees potential for as many as 450 stores in the Lone Star State.

This would be part of a larger expansion program, announced in November, that would grow Aldi’s total U.S. store count by 650 units to about 2,000 by 2018. Southern California is another major growth target for the chain.

New York -- Atlanta-based The Home Depot reported a strong fourth quarter performance, with sales up 8.3% to $19.2 billion, and fourth quarter net earnings up 36.1% to $1.38 billion.

Comp-store sales for the quarter were positive 7.9%, and positive 8.9% for U.S. stores. Home Depot CEO Craig Menear pointed to a number of factors responsible for the growth.

“We had a strong finish to the year, as strength across the store, the recovering U.S. housing market and solid execution aided our business in 2014,” he said.

Home Depot posted a better-than-expected fourth quarter performance, but warned that a strong dollar could hurt its results for the year.

The retailer posted an 8.3% increase in sales to $19.2 billion, and fourth quarter net earnings were up 36.1% to $1.38 billion. Same store sales for the quarter were positive 7.9%, and positive 8.9% for U.S. stores.