Consumer Attitudes & Behavior

ECRM compared retail circular advertising in November 2013 vs. November 2014 and noted trends occurring across top retail chains. Home Depot added an additional Black Friday 2014 circular promoting appliances. Home Depot offered deep Black Friday 2014 discounts on microwaves. Staples increased circular pages by +38%, and featured an attractive “Free Kindle eReader with laptop purchase” and a $99 Asus laptop on the Black Friday 2014 circular front. Walgreens had little change in November circular metrics but CVS cut 9 pages; a 10% decline.

Ann Arbor, Mich. – Rolling Stones fans will sympathize with the devilish problem facing American customers, who couldn’t get satisfaction in the third quarter of 2014. The national level of customer satisfaction fell 0.7% in the third quarter of 2014 to 75.6 on a 100-point scale, according to the American Customer Satisfaction Index (ACSI), pointing to weak spending growth for the fourth quarter.   

NEW YORK - Overall U.S. retail sales (excluding auto) are expected to grow 3%-4% in 2015 although a variety of challenges will continue to constrain the performance of several retailers and retail segments, according to a new Fitch Ratings report.   A gradual increase in the U.S. employment rate and real wages along with near-term benefits from lower gas prices will support retail sales growth.  

Year-over-year (YOY) retail dollar volume from Thanksgiving through Cyber Monday grew 5.3%, a decrease from last year’s growth of 7.4%, according to First Data 2014 SpendTrend Holiday Shopping Spend Analysis, which examined consumer spending from more than one million merchant locations over the five-day period.Similarly, retail transaction growth was 5.0% compared to 6.0% in 2013.  

New York  - New York, Chicago, Las Vegas, Miami and San Francisco rank at the top of the list, reporting the highest luxury sales in per square foot,  according to JLL’s “The New World of Retail Report.”  But while core metro areas ranked at the top of the list of preferred locations, several emerging retail markets like Dallas, Houston and Orlando possess the attributes for longer term success driven by ongoing population and income growth.  

A new report looking at consumer shopping habits on mobile phones shows that Sunday is the best day of the week when it comes to sales from mobile shoppers.

"Online shopping has become a major force in global markets. And, with the holiday shopping season upon us in the United States, we see mobile's share of that market accelerating," said Larry Moores, vice president for consumer mobile reporting and analytics at Opera Software, a leading mobile internet and advertising company.

  San Francisco – Although email is at the point it’s often considered a “legacy” technology, a slight majority of consumers still prefer it for holiday communication from retailers. According to a new consumer survey from Salesforce, 53% of respondents said that email is their preferred communication channel during the holidays.  

New York – Earning a reputation is not always a good thing, but in Google’s case it is a positive development. Google has received top ranking in the new Corporate Social Responsibility (CSR) RepTrak Study from Reputation Index. Google beat out number two company Microsoft, which held the top spot in 2012 and 2013. Nestle exited the top 10 list this year, while Lego is the one new entrant. The full top 10 list is:   1. Google 2. Microsoft 3. Walt Disney