Research Topic

Waban, Mass. -- Research released Monday by Temkin Group, which ranked the customer experience at 206 large companies across 18 industries, found that several grocers are offering excellent customer service.

WABAN, Mass. — Publix earned top marks for customer service in a new survey by Temkin Group. The firm rated the customer experience of 206 large companies across 18 industries. 

In the grocery industry, Publix earned the top spot and is the second overall company across all 206 companies in the study. Aldi, H.E.B., and Winn-Dixie also scored very well. These four grocery chains received "excellent" customer experience ratings, a level that was only earned by eight companies across all 18 industries, Temkin Group reported.

Little Rock, Ark. -- Dillard’s Inc. reported Thursday that profit for the fourth quarter rose to $141.5 million from $109.6 million a year earlier, beating analysts’ expectations.

Sales edged up 2% to $1097 billion. Same-store sales rose 3%.
 

Losing weight is a little like saving money. Consumers will always intend to do more of both, but then reality sets in and they tend to do neither. Retailers can count on that pattern holding true this year, which is good news because a recent study by the National Retail Federation shows those planning to save their tax refund is at an all time high.

Menomonee Falls, Wis. -- Kohl’s Corp. reported Thursday that profit for the fourth quarter dropped 7.9% to $455 million, from $494 million a year earlier, as the retailer experienced unexpected revenue declines during the holiday selling period.

Kohl's reported that total sales dipped 0.3% to $6.02 billion in the period, and same-store sales dropped 2.1%. It was the chain’s first revenue decline in three years

Kansas City, Mo. -- Chain Store Age real estate columnist Jeff Green, featured regularly on Chainstoreage.com’s community page with his “Retail Rap with Jeff Green” commentary, was interviewed by the Kansas City Star about trends in retail real estate. 

Click here to read the story.
 

Dallas -- Zale Corp. posted a higher second quarter profit helped by a surge in holiday sales. Net profit rose to $28.8 million, from $27.2 million a year ago.

Overall revenue rose 6% to $663.8 million. Same-store sales rose 5.8%.
 

Rising consumer expectations have driven a corresponding increase in retail amenities, especially family-oriented provisions such as baby changing tables and child-seating products. Chain Store Age talked with Koala Kare Products’ Brendan Cherry about the evolution of family-friendly retail over the decades.

Since you introduced your first baby changing station some 25 years ago, how has the public’s perception of these types of retail amenities evolved?