Winter Holidays

Despite significant investments by many retailers, U.S. consumers are unsatisfied with the levels of customer service offered this holiday season.

According to the new 2015 Retail Holiday Customer Experience study from customer engagement solutions provider Eptica, 35% of consumers are unhappy with the online experience. This figure rises to 40% in store.

Strong sales at Maurices and Lane Bryant weren’t enough to lift Ascena in the first quarter, as the company reported a decrease in comps.

For the period ended Oct. 24, the company reported a net loss of 10 cents per diluted share compared to net income of 32 cents per diluted share in the same period of fiscal 2015. The company blamed the decrease on transaction costs related to the acquisition of Ann Inc., which closed during the first quarter fof fiscal 2016. Comps dropped 3% in the first quarter.

It’s no wonder so many shoppers were not impressed with some of the big holiday deals being offered by big retailers this past week.

Retailers are paying more and offering more incentives to secure experienced in-store help to increase sales.

In-store sales declines over Black Friday weekend had many analysts buzzing about the future of brick and mortar. But an expert in store traffic cautioned that the declines should be taken with a grain of salt.

“It’s important to view the decrease in context,” said Bill Martin, founder, ShopperTrak.

Martin noted that where are several contributing factors, including fewer available store hours on Thanksgiving Day and a later Hanukah that is anticipated to push sales into December.

One retailer was clearly in a league of its own when it came to social media dominance of Cyber Monday.

Cyber Monday 2015 will be a day for the retail record books, at least until next holiday season.

With all the attention focused on generally strong online holiday sales during “Cyber Week” (Nov. 23-29), it may be instructive to look at the experience of one major retailer.

Kohl’s has released an infographic summarizing what so far is a successful digital holiday shopping season. Among the facts and figures Kohl’s has released about the performance of Kohls.com during Cyber Week:

Delivering an excellent in-store experience to customers is no easy task for retailers. In addition to ensuring your employees are offering exceptional customer service, you need to consider how shoppers will perceive every aspect of your store environment, including lighting, music, floor plans and merchandise display. But in determining how to create an optimum in-store environment, don’t forget one of the most important factors that can positively influence the customer experience—scent.