Strategy

NEW YORK — Customer experience is highly correlated to loyalty in both the United States and the United Kingdom, according to a new report by Temkin Group.

According to "The ROI of Customer Experience" study, a $1 billion U.S. company can generate between $141 million and $382 million over three years if it makes a modest improvement in the customer experience it delivers.

Hampstead, Md. -- JoS A. Bank Clothiers Inc. said Wednesday that its fiscal fourth-quarter profit rose 8% amid improved sales. But the chain cautioned that softer-than-expected customer traffic and milder winter weather is pressuring its first-quarter performance.

Jos. A. Bank reported net income of $44.1 million for the period ended Jan. 28, up from $40.9 million a year earlier.

Revenue increased 9% to $346.3 million, from $318.3 million.

NEW YORK — The Consumer Confidence Index from the Conference Board fall slightly in March to 70.2 from 71.6 in February. 

"Consumer Confidence pulled back slightly in March, after rising sharply in February,” said Lynn Franco, director of The Conference Board Consumer Research Center. “The moderate decline was due solely to a less favorable short-term outlook, while consumers’ assessment of current conditions, on the other hand, continued to improve.”

Paterson, N.J. -- New York City-based Modell’s Sporting Goods said Wednesday it will open a new 7,000-sq.-ft. store in Paterson, N.J., on Thursday.

The announcement comes off the heels of three store openings earlier in March in Brooklyn, N.Y.; Fresh Meadow, N.Y.; and Wayne, N.J.

The retailer operates 151 stores located in New York, New Jersey, Pennsylvania, Connecticut, Rhode Island, Massachusetts, New Hampshire, Delaware, Maryland, Virginia and Washington, D.C. 
 

Bentonville, Ark. -- Wal-Mart Stores chief merchandising officer Duncan MacNaughton said during a CIBC conference on Wednesday that Wal-Mart’s domestic sales momentum has continued over the last two months.

The world’s largest retailer registered a same-store sales rise of 1.3% in U.S. stores in the third quarter and a 1.5% increase in the fourth quarter.

Results reversed a nine-quarter streak of same-store sales declines.

According to MacNaughton, the momentum continued in February and March, as well.

ROANOKE, Va. — Advance Auto Parts has announced the promotion of Markus Hockenson to SVP store operations effective April 1. Hockenson will be responsible for providing strategic direction and leadership to the company’s Midwestern operations, which includes more than 1,200 stores. Hockenson will report to Carl Hauch, SVP national operations and will be based in Denver, Colorado.

Bensalem, Pa. -- Charming Shoppes Inc. recorded a wider-than-expected loss for its fourth quarter as higher product costs and discounts at its Lane Bryant division cut into margins. The chain said plans to close between 90 to 105 underperforming stores this year.

Charming Shoppes, which hired Barclays Capital in December to help it review its options, posted a loss of $13.2 million for the three months ended January 28, 2012, compared with a loss of $30.4 million a year ago.

Deerfield, Ill. -- Walgreens’ fiscal second-quarter earnings fell 7.7% due in part to its decision to leave the Express Scripts pharmacy network. But its performance still topped analyst expectations. A mild flu and cough/cold season also cut into its performance.

The chain said its net income dropped to $683 million in the three months ended Feb. 29, 2012, compared with $739 million a year ago. Revenue rose 0.8% to $18.65 billion, from $18.5 billion a year earlier. Same-store prescriptions filled fell 4.9%. Revenue from the front-end was up 2.1%.