Club & Warehouse

Three very different retailers earned the top score in a survey of customer experience.   Ace Hardware, BJ's Wholesale Club, and QVC deliver the best customer experience in the retail industry, according to the 2017 Temkin Experience Ratings, an annual customer experience ranking of companies based on a survey of 10,000 U.S. consumers.   

Costco Wholesale Corp. is making it easier for customers to shop for groceries.   Shipt, a membership-based delivery service for online groceries, has partnered with Costco to deliver groceries orders placed by Costco customers directly to their homes.      The service will launch initially in the Tampa area, with plans to expand to 50 markets and more than 30 million households by the end of the year.  It is limited to grocery, and does not include apparel, furniture or electronic

An online giant and the world’s biggest retailer claim the top two positions in a study that ranks retail companies by their brand value.   Amazon ranked as the world’s most valuable retail brand in the annual study by valuation and strategy consultancy Brand Finance. The company’s brand value, $106.4 billion, is nearly double that of Walmart ($62.2 billion), which ranked as the second most valuable retail brand. (An explanation of the ranking is provided at the end of article.)    

Supermarkets and fast-casual restaurant brands took the top positions in an annual ranking of customer experience. Publix, Chick-fil-A, and H-E-B earned top three positions in Temkin Group’s 2017 Temkin Experience Ratings, a cross-industry benchmark of customer experience. Publix had a score of 84%, closely followed by Chick-fil-A and H-E-B, which both scored 83% in the seventh annual rating.

Costco Wholesale Corp.’s second quarter profit took a hit amid higher costs. And for the first time since 2011, the retailer is raising the cost of entry into its stores.   As of June 1, Costco’s annual fee for individual and business members will increase by $5.00, to $60. The executive membership fee will go up $10, to $120.    Costco’s net income for the quarter, ended Feb. 12, fell 5.7% to $515 million, or $1.17 per share, below Wall Street expectations.  

A regional department store, a warehouse giant, a discount supermarket and an online powerhouse rank among the nation’s favorite retailers.    That's according to the American Consumer Satisfaction Index, which rates consumers’ satisfaction across six retail industries. The report found that satisfaction with the overall retail trade rise 4.7% in 2016 to a score of 78.3 (on a 100-point scale) an all-time high for the sector.  

BJ’s Wholesale Club could see a change in ownership.   The company’s private equity owners, Leonard Green & Partners and CVS Capital Partners Ltd., are hiring investment bankers to advise them on options, reported the Wall Street Journal.   The two buyout firms acquired BJ’s in 2011 for approximately $3 billion. The retailer, which is based in Westborough, Massachusetts, operates 213 stores and 130 BJ's Gas locations 15 states.    

Lowe’s has signed on as the third anchor at Lake Nona Landing, the newly opened shopping center within the 17-square-mile Lake Nona master-planned community outside of Orlando, Fla. The 158,000-sq.-ft. home improvement store joins current anchors Walmart Supercenter and Sam’s Club.   Developer Tavistock Development announced it has also executed leases for seven other retailers at the 53-acre site: TJ Maxx, Mattress One, Firehouse Subs, Anthony Jewelers, UPS, Rubio’s, and GNC.