Consumer Attitudes & Behavior

Ann Arbor, Mich. – Facebook is the lowest scoring brand in the overall ForeSee Customer Experience Index, with a score of 69. The index, a study that examines how today's customer experiences with the top 100 brands across seven industries as reported by Interbrand are predictive of companies' future business success, shows that while Amazon dominates retail industry at the brand level (87), Nordstrom (86), Coach (85), Costco (84) and Tiffany (84) are statistically within reach of the leader.

Boulder, Colo. -- Nordstrom is North America’s overall favorite fashion retailer for the second consecutive time, according to a new study of more than 6,800 consumers conducted by Market Force Information (Market Force), a provider of customer intelligence solutions.

Kohl’s is the most visited for casual clothing, business attire and children’s clothing, while Dick’s Sporting Goods won out for sports apparel and DSW for footwear.

By Tom Rittman, VP of marketing, The Retail Equation

Retailers around the world are gearing up for the hustle and bustle of the busiest time of year. Experts are projecting consumers will spend $602 billion this holiday season. And with billions in sales, there’s bound to be billions in merchandise returns, which can cause retailers to lose a significant profit margin.

New York -- Sales at U.S. chain stores were up 2.1% in November, or 3% without the effects of gasoline sales, according to the International Council of Shopping Centers. The group had predicted an increase of 3.5% to 4.5%.

“Sales were constrained by weak apparel sales this month,” said Michael P. Niemira, chief economist, ICSC. “November was a very competitive environment for retailers, and the softness in the November tally suggests some cautiousness by consumers.”

Coral Gables, Fla. -- The likelihood that shoppers will make a purchase online is directly related to the number of product options that are displayed and to how the product information is displayed, either visually or with text. Research from the University of Miami School of Business Administration found when larger assortments of products (i.e. many options) are displayed with images rather than text, shoppers are less likely to purchase a product.

Kroger has extended its streak of consecutive same-store sales growth to 40 quarters — an impressive feat in light of the slow economic recovery.
 
The company reported a same-store supermarket sales increase of 3.5%, excluding fuel, for the third quarter.

"The resiliency of our Customer First strategy … was on full display during the quarter, even as our internal research shows that customers remain uncertain about the economy," Dave Dillon, Kroger chairman and CEO said.

MasterCard Spending Pulse reported that U.S. electronics retailers hit the jackpot with their early Thanksgiving openings, recording triple-digit growth on Thanksgiving Day this year compared to 2012.

According to the November report, which tracks retail sales across all forms of payment, including credit cards, cash and check, sales for the electronics category shot up on Thanksgiving; however, sales in that sector declined slightly on Black Friday.

Oakland, Calif. -- Current consumer behavior indicates that most consumers are more concerned with how well retailers are able to deliver goods according to customer preferences than about ordering via social media channels.

A GT Nexus online survey, conducted in association with YouGov, showed that while 3% of respondents say they have purchased goods using social media channels, consumers generally cite the inclusion of delivery/collection options as being important to them when ordering a product either online or in-store (75%).