Research Topic

Retailers have a way to go in satisfying their customers in several key areas.

The IBM 2016 Global Customer Experience Index (CEI) evaluated 550 brick-and-mortar and pure-play retailers spanning eight different retail segments in 23 countries across the globe. This study revealed that the industry achieved an overall performance score of 40%, a failing grade, when measured against customer satisfaction criteria.

If you are following the presidential race with even a passing interest, you have no doubt heard a great deal about wage stagnation and economic inequality.

Numerous causes and remedies have been offered ranging from a needed increase in the federal minimum wage to $15/hour, mandatory paid sick leave, “wage theft” protections and even scheduling reform for hourly workers. And, while there hasn’t been significant progress in Washington, D.C., on those issues, numerous states and localities have passed similar measures addressing wage and benefit issues.

Many retailers are adding restaurants and even bars to enhance the shopping experience. Going forward, Kohl’s will not be one of them.

After a seven-month test, the retailer has decided to shutter the cafes it opened in its two of its stores in Wisconsin, the Milwaukee Business Journal reported.

Shoppers may be using EMV-compliant, chip-enabled payment cards, but that doesn’t necessarily mean they like them.

Business research firm Field Agent recently conducted an audit of 100 chip processing systems at leading retailers Costco, CVS Health, Home Depot, Kroger, Lowes, Target, Walgreens and Walmart. It also undertook a survey of 300 consumers who use chip cards. In the survey, only 37% of the respondents reported a preference for EMV cards over the swiping variety; 63% said they would rather swipe a card than insert a chip card.

Many retailers’ long-held assumptions about consumer loyalty programs are no longer accurate, according to a new study.

Maritz Motivation Solutions surveyed more than 2,000 consumers regarding their feelings about brand loyalty and engagement. The data showed that there are at least five myths when it comes to consumers and loyalty programs. “When evaluating your brand, consumers also are evaluating your loyalty program,” said Barry Kirk, VP Customer Loyalty Strategy for Maritz.

Kirk detailed the myths in a webinar this week:

Shoppers may be using EMV-compliant, chip-enabled payment cards, but that doesn’t necessarily mean they like them.

Business research firm Field Agent recently conducted an audit of 100 chip processing systems at leading retailers Costco, CVS Health, Home Depot, Kroger, Lowes, Target, Walgreens and Walmart. It also undertook a survey of 300 consumers who use chip cards. In the survey, only 37% of the respondents reported a preference for EMV cards over the swiping variety; 63% said they would rather swipe a card than insert a chip card.

Value and communication are the keys to winning over millennial consumers, according to a survey of 600,000 consumers conducted by J.D. Power.

The 2016 survey polled more than 634,000 consumers, including 126,315 millennials and 246,594 Boomers. Pete Trujillo, senior manager of industry analytics at J.D. Power, hosted a webinar this week to highlight data from the survey, titled "Millennials Insight Report: The Customer Experience Perspective."

A new $5.5 million research grant from the Walmart Foundation and the Aspen Institute will look at the evolving nature what the Bureau of Labor Statistics lists as the most common job in America: “retail salesperson.”

The largest portion of the grant is dedicated to exploring alternative models to provide career pathways for frontline retail workers, according to a statement from the Walmart Foundation and the Aspen Institute, an organization known for pioneering new approaches to complex problems.