Consumer Attitudes & Behavior

ECRM compared retail circular advertising in December 2012 versus December 2013 and noted trends occurring across top retail chains. Last year, Home Depot did not run any circular promotions for the month of December and instead chose to coast on Web and email promotions. These electronic offers featured 50%-off promotions, as well as one-day-only sales. Although this online-only behavior was not repeated, Web and email remained Home Depot’s main focus: a short circular with a four day duration was run on Dec. 1 with a Cyber Monday theme.

Ann Arbor, Mich. – Amazon.com and L.L. Bean tied for the highest company-level customer satisfaction scores during the 2013 holiday season. According to the ForeSee Experience Index: 2013 U.S. Retail Edition, Amazon and L.L. Bean both scored 90, while Priceline had the lowest company-level satisfaction score (75) of 100 top retailers included in the Index.

The study offers a comprehensive view of satisfaction at the company-level and across every applicable sales channel including store, contact center, web and mobile.

New York -- Fast-fashion retailer H&M will debut what is being called the first “shoppable TV commercial” during the upcoming Super Bowl. The 30-second ad, which will utilize Delivery Agent’s “t-commerce” platform, will promote David Beckham’s bodwear line, which is sold at H&M.

The in-commercial buying will only be available on "select Samsung Smart TVs.

While we wait for all of the official numbers to come in from the 2013 holiday shopping season — a topic I’ll address in a future column — I thought this might be a good time to expand on one of the points I made about retail downsizing in my 2014 forecast piece.

New York – Phone-based retail customer service can prove to be a time-consuming exercise. According to a new infographic from StellaService, during more than 54,000 customer service calls the company placed to retailers during 2013, a total of 17 days were spent on the phone navigating interactive voice response systems and 49 days were spent waiting for a live agent, more than double the 24 days spent waiting in 2012.

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A program Tyson Foods developed to encourage people to make healthy choices by eating more chicken has been extended to three months and involves Facebook as a key component.

San Francisco — In-store holiday sales during December 2013 are expected to come out ahead of in-store holiday sales during the same month in the previous year. Retail analytics provider Euclid analyzed nearly 25 million domestic shopping sessions during December, revealing that shopper traffic and window conversion improved as heavy promotions kept holiday shoppers coming.