Research Topic

San Francisco – Seventy-three percent of consumers think that companies are paying more attention to generating sales across multiple channels than they are in delivering a seamless customer service experience across those same channels, according to a global survey of 7,000 consumers in seven countries. Meanwhile, when consumers can’t get an answer or fast response elsewhere, they are falling back to phone support as their primary contact method.

Richmond Hill, Ontario – Cross-channel fulfillment programs are the top omni-channel priorities among retailers, a newly released study of 337 global retail decision-makers, “The Retail Order Management Imperative,” conducted by Forrester Consulting on behalf of OrderDynamics, revealed.

While only 49% of retailers currently use an order management system, many of these solutions are ill-equipped to support complex cross-channel fulfillment offerings.

Plano, Texas – Myron Ullman, CEO of embattled department store chain J.C. Penney, has reportedly bought $1 million of company stock. According to the Associated Press, Ullman purchased 112,000 shares at $8.95 apiece on or around Nov. 22.

Los Angeles – A majority of the 348,235 tweets about Black Friday posted between Friday, Nov. 22 and Sunday, Nov. 24 were either positive or neutral in sentiment. According to analysis from social media research firm Fizziology, tweets about Black Sunday the weekend of Nov. 22-24 were 47% positive, 11% negative, 3% mixed and 39% neutral (from retailers/promotions).

Reston, Va. -- For the holiday season-to-date (Nov. 1 - 24), $18.9 billion has been spent online using desktop computers, up 14% versus the corresponding days last year, according to comScore. Tuesday, November 19 was the heaviest online spending day of the season to date at $963 million. Two other shopping days – Thursday, Nov. 14 and Sunday, Nov. 24 – have also seen at least $900 million in online retail spending.

Leading data collection and mobile research provider Field Agent added new insights capabilities to its solutions offering with the acquisition of CORE4 Research.

Boston – College students are planning to buy holiday gifts that offer experiential value or economic flexibility and will frequent discount stores, according to a new survey of roughly 1,000 college students from consumer marketing firm Fluent.

Minneapolis -- Target.com’s coupon distribution page — coupons.target.com - achieved the highest total average daily visits through the first half of 2013, according to an analysis by Kantar Media Marx. This is almost double the number of average daily visits to other key retail websites tracked by Kantar Media Marx.