Consumer Attitudes & Behavior

Email remains the go-to strategy for retailers to grab their piece of the digital pie — yet efforts don’t always meet their shoppers’ needs.   Three-fourths (76%) of marketers said they rely heavily on email promotions to drive revenue, and one-third said more than half of all emails sent include a promotion or discount, according to a new survey from Coherent Path.  

As teen retailers deal with competition from online as well as off-price and fast-fashion brands, one teen retailer is flourishing — with aggressive store expansion plans.  

Retailers are increasingly relying on mobility for customer engagement, however their marketing strategies are lagging.    The fourth quarter 2016 marked the first time mobile engagement has trended down as the mobile click-to-open (CTO) rate declined by 12.6% quarter-over-quarter, and 14.4% year-over-year, according “Q4 2016 Email Benchmark Report: The Mobile Engagement Shift,” from Yes Lifecycle Marketing.  

Seven out of 10 commercial real estate executives believe that the Trump administration will have a positive impact on their business in 2017.   Seyfarth Shaw, one of the most active real estate law firms in the U.S., polled 151 owners, developers, and brokers and found them bullish on the embattled President. They foresee efforts in deregulation, tax reform, and the potential dismantling of Dodd-Frank as aiding their causes.  

The increasing use of smartphones has drastically impacted the consumer's path to purchase — and the momentum continues.   Most online U.S. consumers (60%) now use mobile technology for shopping, and two thirds (67%) searched online for additional product information, according to “The Consumer Technology Association's (CTA) Path to Purchase Using Mobile Devices Market Research report.”  

Retailers shouldn’t expect consumer tax refunds to equate into a sales boom anytime soon.   A record low number of Americans will spend their tax returns this year, while the second-highest number on record will put the money into savings, according to the annual tax return survey released by the National Retail Federation and Prosper Insights & Analytics. The study, which is based on responses from 7,609 consumers, was conducted Feb. 1 - Feb. 8.  

Toys “R” Us is the latest company to downsize its workforce.   The toy retailer laid off between 10% and 15% of the employees at its Wayne, New Jersey headquarters — approximately 250 jobs — on Friday, Feb. 17, Forbes said.   

Exceptional customer service is key to driving long-term customer loyalty — and once again, B&H Photo Video, The Home Depot and Zappos are blazing the path.     For the second year in a row, these three heavy hitters topped the 20th Annual Mystery Shopping Study. The report from Astound Commerce recognized retailers who excel in customer service through an assessment of “must-have” website features and behavior based on engagement with available touchpoints.