Attitudes: Retailers

Redwood Shores, Calif. – Cross-channel experiences are vital to customer experience. Recent customer experience studies of retail executives — by Oracle Corp. and Tata Consultancy Services — show that to 50% and 47% of respondents, respectively, cross-channel experiences are vital to providing overall customer experience.

Walnut Creek, Calif. – While the percentage of retailers who think they know about their customers is rising, fewer retailers think they are proficient in using that knowledge for marketing purposes. According to a new study from RSR Research, “Retail Marketing 2013: Organizational Drift,” 36% of retail marketers said their customer loyalty program is a foundational element of their marketing strategy in 2013, compared to 32% last year.

New York -- In the final hours of its 2013 regular session, the legislature in California voted to approve a bill that would raise the minimum wage from $8 an hour to $10 an hour within three years. Gov. Jerry Brown has indicated he would sign the bill into law, saying "The minimum wage has not kept pace with rising costs. This legislation is overdue and will help families that are struggling in this harsh economy."

Washington, D.C. - The American people overwhelmingly oppose new legislation that lets states force tax collection obligations on Internet purchases made from businesses outside their borders.

Walnut Creek, Calif. – The percentage of retailers who consider their marketing department to be an owner of customer data has more than doubled in the past year. According to a new RSR Research survey, “Retail Marketing 2013: Organizational Drift,” 61% of 122 retail respondents surveyed online between May and July of this year listed marketing as a customer data owner, compared to 33% in 2012.

Walmart president and CEO Bill Simon prefaced his comments at the Goldman Sach Global Retailing Conference by saying he wouldn’t have much to say. That proved to not be the case as Simon said a lot about a wide range of subjects.
 

A survey of consumers conducted by the National Retail Federation and published in the trade group’s September issue of Stores placed Walmart second on a list of the nation’s favorite e-commerce retailers, an encouraging sign given the company’s efforts to drive digital growth.

New York -- The Conference Board Consumer Confidence Index which had declined in July, increased slightly in August. The Index now stands at 81.5, up from 81.0 in July.

In advance of the Walmart-led U.S. Manufacturing Summit held in Orlando, Walmart U.S. president and CEO Bill Simon wrote an op-ed piece for the Huffington Post titled, "Reviving U.S. Manufacturing Key to Rebuilding the Middle Class." In it, Simon alludes to the vanishing middle class — which found themselves jobless as products once produced in the U.S.

NEW YORK — Canadian shoppers aren’t wowed by Target Corp., according to a customer-satisfaction rating survey by Forum Research. As reported in The Globe and Mail, the survey ranked Target at the bottom of a list of major retailers operating in Canada. (Satisfaction as measured by the survey relates to service, prices and/or merchandise offering.)

Over all, Target scored a mean 2.7 out of 4, compared with Costco’s 3.5, Wal-Mart’s 3.1 and a 3.2 average.