eCommerce

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.  

Steve Carlin, VP and general manager of SoftBank Robotics, spoke with Chain Store Age about how robots are helping to reinvent the in-store shopping experience.

What trends are advancing interest in robot technology at the store level?

A few trends have helped set the stage for in-store robotics.

A record 68% of the U.S. population will make at least one purchase via a digital channel in 2017.    That’s according to eMarketer’s 2017 Retail Outlook, which projects another strong year for digital growth. The report forecasts that e-commerce sales will increase 16.0% in 2017 to $462.17 billion, while total retail sales will grow 3.5% to $5.01 trillion.  

Video game retailer focuses on improving online post-purchase experience

GameStop’s shoppers are becoming increasingly digital — an evolution that is also narrowing the window between when shoppers purchase merchandise and when they expect to receive it.

Eager to stay engaged with shoppers within this shrinking post-purchase gap, GameStop launched a new e-commerce strategy just prior to its holiday rush focused on driving post-purchase revenue and creating more satisfied customers during this critical selling period.

Three different centers, three different owner/managers, three different recipes for shaping open-air centers to local tastes

Chris Ressa does not put a lot of stock in the word “experiential.” Though it’s become a companion to the word “retail” in the real estate industry, DLC Management Corp.’s senior VP of leasing finds it not up to the task of describing what’s too often missing at shopping venues.

I’ve seen the future of retail. And it’s not all online, not by a long shot.

First, let’s deal with the elephant in the room. Yes, traditional brick-and-mortar retailers are confronted with challenges on multiple fronts. Adapting stores to accommodate today’s digitally savvy and demanding customers is no easy feat.

Main Street Promenade

Location: Naperville, Ill.

Size: About 182,000 sq. ft.

Owner: Retail Properties of America Inc.

Key tenants: Anthropologie, J.Crew, Soft Surroundings, Ann Taylor Loft, Sur La Table, White House Black Market, and Hugo’s Frog Bar & Fish House

Status: Open and operating, but includes a vacant parcel that has approval for future development of up to 62,000 sq. ft. of mixed-use space

Large-format experiential stores focus on customer experience, convenience

At a time when many retailers are cutting back on brick-and-mortar investments to focus on e-commerce, a few notable ones are taking the opposite approach. They are launching large-format experiential stores to immerse customers in the full brand experience and offer items in each product category, from couches to dresses.