Mass Merchant

New York - Enabling shoppers to buy an item online and pick it up in a local store (BOPIS) is supposed to be a means of offering additional customer convenience. But according to a new study from business analytics firm StellaService, for BOPIS shoppers, 58% of their time in-store is spent at the checkout desk (3.1 minutes on average).    For context, the checkout process for in-store shoppers is more expedient, representing only 15% of their in-store time (1.1 minutes).  

A number of retailers saw changes at the top this past year. Here are the ones I found the most interesting:

Abercrombie & Fitch: The abrupt departure of longtime chief Michael Jeffries presents the former teen powerhouse with an opportunity to bring in a badly needed breath of fresh air.

In his day, no one could touch Jeffries, whose transformation of Abercrombie into a cool, exclusive club is a textbook example of brilliant, holistic retail branding. But Jeffries failed to keep up with the changing times. He seemed blind to the recession.

Bentonville, Ark. – Wal-Mart is offering an online gift card exchange called CardCash.com that will offer consumers up to 97% of the face value of another retailer’s gift card in the form of a Wal-Mart e-gift card. The retailer has set up a site where customers can enter the card number, PIN and some basic personal information so it can verify card balance before making an offer.  

Amazon is poised to set new sales records in 2015 after using the allure of free shipping to expose 10 million people to the wide range of benefits that are part of its $99 Prime service.

The key benefit of Prime is unlimited free two day shipping on roughly 20,000 items so offering a trial version of Prime during the time sensitive holiday season could prove to be an excellent tactic to bolster the ranks of paid Prime membership and drive long term loyalty.

Bentonville, Ark. – Minimum wage increases scheduled to take effect in 24 states and Washington, D.C. will affect employees at more than 1,400 Wal-Mart stores and 200 Sam’s Club in the U.S. According to CNN, Wal-Mart said it has less than 6,000 employees currently earning the federal minimum wage of $7.25 an hour and has already been planning to pay all employees more than the federal minimum wage.  

Ann Arbor, Mich. - Watch out Amazon, QVC is at your back—at least when it comes to  customer satisfaction.  

Hoffman Estates, Ill. – Imran Joona, executive VP of online, marketing, pricing and financial services at Sears Holding Corp., is leaving the company. In a filing with the Securities and Exchange Commission (SEC), Sears said Joona resigned Dec, 17 and will leave in February 2015 to pursue a new opportunity.  

New York – When it came to fulfilling holiday deliveries, Apple, Dell, Nordstrom and Zappos stood out among other major competitors. According to research from StellaService, all four provided an aggressive guarantee that orders placed by Dec. 23 would be delivered by Christmas and managed to meet that promise in all regions of the U.S.