Capgemini

A Wild West atmosphere remains evident in the world of e-commerce as brands, once reluctant to sell directly to customers online for fear of alienating retailers, are now experimenting with novel ideas that just a few years ago would have been unthinkable.

For example, Ad Age this week chronicles an example involving Procter & Gamble selling products direct to consumers on its Facebook fan pages for several leading brands such as Tide, Gillette, Olay, Gain, CoverGirl, Luvs and Febreze.

SALT LAKE CITY — Overstock.com has announced the unveiling of the O.co Coliseum, the new name of the Oakland-Alameda County Coliseum, home to the NFL Oakland Raiders and the MLB Oakland Athletics. The O.co Coliseum signage will make its debut on June 7 when U2 performs in the facility.

According to Overstock.com, the company is using the naming of the coliseum to promote its transition to a .co domain name.

The art and science of researching how shoppers decide is at a crossroad.  The  shopper insights discipline originally developed when retailers began saying to CPG manufacturers that they have a thorough understanding of behavioral data and its findings, but lack a genuine grasp of how their customers and non-customers think and the “why” that drives that behavior.

MIAMI BEACH — While less consumers are seeking out private-label options this year, preplanning activities continue to be a priority, according to a new survey conducted by SymphonyIRI Group.

In SymphonyIRI's inaugural MarketPulse survey, the group found that 2-out-of-3 shoppers today are making shopping lists prior to visiting the store, while 56% are reading store fliers either before or at the store — statistics that are in line with trends noted in 2010.

By Giles Sutton, J.D., LL.M, [email protected]

Gift-card sales have surged in recent years. With electronic or virtual gift cards and mobile applications that allow consumers to purchase and redeem gift cards from their mobile/smartphones, sales only continue to grow. While consumers flock to them for their flexibility, businesses have embraced them as a means to increase sales. Not only are buyers spurred into making new purchases, but they often spend more than the gift-card amount.

By Will Ruiz,  [email protected]

NEW YORK — Any hope that consumer spending will improve may be dampered by predictions of rising gas prices. 

Nielsen predicts that in the United States, Nielsen noted, households could be paying an extra $52.50 with a 50-cent increase in gas prices, $105 with a $1 increase and $210 if prices jump up $2, prompting consumers to tighten their wallets. This will mirror historic trends, which include increased trip compression, more value-conscious shopping alternatives and increased use of coupons, Nielsen said.

By Steve Cole, [email protected]

It doesn’t take much convincing to realize that we are in a Golden Age of the shopper. Retailers are no longer in charge of the information, pushing out what they want, when they want, to influence shoppers and win sales. Instead, shoppers today seek out the information themselves, much of it online, before they ever set foot in a store. In other words, they’re thinking for themselves. The horror!

SALT LAKE CITY -- Overstock.com announced that it won two 2011 Stevie Awards for sales and customer service, in the following categories -- Customer Service Department of the Year, Retail and Sales Department of the Year, All Other Industries.

Now in its fifth year, the Stevie Awards selected winners in 40 award categories honoring achievements, individuals, teams and departments by industry in the sales field and 25 award categories honoring individuals, team and departments by industry in the customer service/contact center awards field.

By Akhilesh Srivastava, [email protected]
According to NRF Retail Horizons Benchmark Report, two key initiatives to keep retailers competitive in 2010 were optimization and streamlining of their internal operations to reduce operating costs and improving their customer centricity to win the share of wallet.