Consumer Attitudes & Behavior

New York City -- A survey released Tuesday by Accenture showed that when it comes to customer loyalty, poor service can cause customers to abandon one company in favor of another.

The Accenture Global Consumer Survey found that 66% of consumers switched companies – including wireless phone, cable and utilities – as a result of poor customer service in 2011, even as their satisfaction with the services provided by those companies rose overall.

North Plainfield, N.J. -- A survey released Monday by Levin Management Corp., which polled retailers within its 12.5 million-sq.-ft. shopping center portfolio in New Jersey, Pennsylvania and New York, found a general feeling of post-holiday optimism.

Oakbrook, Terrace, Ill. -- A report released Monday by Mid-America Real Estate Corp. suggested that new shopping center construction in and around Chicago could ramp up significantly after this year.

According to the 2011-12 Chicagoland Shopping Center Report, with a 13.4% decrease in new shopping center GLA in Chicagoland last year, 2011will likely mark the bottom of a four-year decline in retail center construction. After a flat 2012, shopping center development could double in 2013, according to Andy Bulson, author of the report.
 

It was a record year for online sales this past holiday season, but Target saw others experience stronger growth, according to the most recent site visitation statistics from online measurement firm comScore.

As previously reported, the size of the prize this holiday season was $37.2 billion. That’s the volume of online sales comScore recorded during November and December, which was a 15% increase from the prior year.

New York City -- Using Experian Marketing Services’ comprehensive cross-channel capabilities to help improve customer experience and drive engagement, JoS. A. Bank Clothiers and Experian received a Database Excellence Award from the National Center for Data Management (NCDM).

I know it’s simply human nature to want the best of the best, and to prioritize top quality. And, it’s certainly no different in our industry. Lately, analysts and investors seem to be spending an awful lot of time and energy focusing on only the “top” properties and brands. I think they may be a bit short sighted and could even be missing out on some great opportunities. I’m talking about the ongoing debate between “A” and “B” malls.

Washington, D.C. -- Survey results released Thursday by the Retail Advertising and Marketing Association, and conducted by BIGinsight, found that 173 million people will watch the Super Bowl football game on Sunday, Feb. 5, the most in the survey’s eight-year history and up from an estimated 171 million last year.

London -- A report released Thursday by the Confederation of British Industry said that U.K. retail sales fell in January at the fastest pace in almost three years, reversing an increase in December when discounting by stores drew shoppers.

The gauge of annual sales growth fell to minus 22, the lowest since March 2009, from nine in December, according to the report.

Arlington, Va. -- The Retail Industry Leaders Association on Thursday released a first-of-its-kind retail sustainability report discussing retail's environmental, social, and community impacts.

"As one of the leading industries to embrace sustainability, it is becoming a core consideration for the retail industry," said Adam Siegel, RILA VP of sustainability and retail operations. "Retailers are working to incorporate sustainability into their strategy, operations, workforce engagement, and connection to consumers and communities.”

New York City -- The Deloitte Consumer Spending Index slightly dropped in December despite small improvements in three-out-of-four components.

The index — which is comprised of tax burden, initial unemployment claims, real wages and real home prices — fell to 1.86 from a reading of 1.93 the previous month. Because of this drop, the ability for consumers to continue to spend at the rates seen in 2011 may be in question, Deloitte said.