Consumer Attitudes & Behavior

New technology innovations pop up in retail all the time. The Amazon Dash button made a splash on April Fools Day, and before the end of the month Apple Watch will offer consumers a whole new way to engage retailers.

Every time a new retail technology innovation rears its head, pundits proclaim that the whole consumer-retailer relationship will be instantly re-invented. And the relationship between consumers and retailers has changed dramatically since the introduction of e-commerce 20 years ago.

When retailers' customers aren’t happy, how do they really know? Many key metrics, such as Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT), are born from accumulated survey results and don’t capture true happiness. Surveys focus on whether a customer is satisfied, which is very different from happieness. These are two very different things. So, the question becomes: Are companies really primed to measure customer happiness, or are they settling for a rationalized alternative created by linguistic gymnastics in a survey?

Millennials are not loyal to fashion brands, according to a new study. In fact, 45% of those surveyed by LIM College say nothing can be done to retain them.

This is according to the results of a new survey, "Shopping Trends Among 18-25 Year-Olds," conducted by LIM College Professors Robert Conrad and Kenneth M. Kambara, Ph.D.

San Francisco – Strong same-store sales growth at Old Navy helped drive a 1% increase in net sales at Gap Inc. to $1.53 billion in March 2015, compared with net sales of $1.51 billion for the same month the previous year.

Gap Inc.’s overall same-store sales were up 2%. The company said that the earlier timing of the Easter holiday peak shopping weeks in 2015 benefited March sales results and will likely negatively impact its April sales results.

The National Retail Federation is investing millions of dollars into research for the retail industry by creating a new center.

NRF plans to form a new department called the Retail Research and Analysis Center to bring together all existing research within NRF and expand upon the wide range of issue areas and trends already studied. The center will focus on four main areas: the economy, legislative and regulatory policy, the retail industry and consumers.

Los Angeles – Interest in Apple Watch may extend beyond simple “buzz.” Bizrate Insights, a division of Connexity, found in a survey of more than 6,000 online buyers that there is significant consumer interest in the new wrist-worn mini-computer.

About 5% of online buyers said they wanted to buy the watch now, while 22% said they were interested. The most interested customers’ profile is someone who already uses an iPhone, is an adult under the age of 50, and more likely male.

New York - Millennials are not loyal to fashion brands. In fact, a new study from LIM College shows that 45% of those surveyed say nothing can be done to retain them.

The study, “Shopping Trends among 18-25-Year-Olds,” surveyed 275 LIM College students from March 2-9, 2015. Respondents were asked to evaluate the applicability of statements regarding why they may have abandoned what had been their brand of choice in 2013. The top responses were:

1. Availability of desirable new alternatives (64%).

Amazon’s Prime membership is starting to crowd out traditional retailers like Walmart and Target, according to Forbes.

The magazine reports that research consultant Millward Brown Digital found that consumers with Prime accounts –- of which there are reportedly 40 million subscribers –- are less likely to visit other retail sites when making online purchases.