Sales & Marketing

As the centerpiece of today’s omnichannel world, customers expect a seamless experience no matter when, where or how they chose to shop. However, this explosion of multiple shopper scenarios is a significant challenge for retail operations.   Brands not only depend upon a seamless integration between online and in-store point-of-sale (POS) systems, but also contend with a paradigm shift of selling merchandise from a database rather than a physical store.    

After U.S. payment networks implemented a liability shift in October 2015, merchants that did not support EMV became liable for chargebacks from credit card fraud. Many merchants have evaluated their risk based on chargeback history, and some were surprised by their post-shift fraud volume. This gave rise in the industry to various rumors, misinformation and theories about the cause of this change in fraud volume.   

Luxury handbag and accessories brand Coach posted a 22% increase in profit for the first quarter, a result that one analyst said show the company’s turnaround is delivering.   Profit totaled $117.4 million in the quarter, or 42 cents per diluted share. Adjusted net income for the quarter totaled $126 million, or 45 cents per diluted share, slightly ahead of forecasts.  

Zara, the trendy global fashion retailer, will soon assume a place between Macy’s and Nordstrom at the Cherry Hill Mall in suburban Philadelphia.   

The crusade to win the hearts, wallets and loyalty of customers is sometimes waged based on price, store location, or superior product offerings. But often, winning the battle comes down to more emotional factors – a matter of demonstrated care and consideration for a customer’s unique shopping needs. Simply put: A truly exceptional customer experience that both surprises and delights.   

Raley’s will unveil a new natural foods grocery store concept in spring 2017.   Called Market 5-ONE-5, the new format will debut in downtown Sacramento, Calif., and is described as a farmer’s market concept, with fresh products delivered daily. It will be operated independently of Raley’s, according to The Sacramento Bee. A press release about the new store quoted Raley’s CEO Michael Teel, but identified him only as “owner.”  

Staples wants to help its associates pay back their student loans.   The retailer is launching a new student loan repayment plan for sales associates as part of a broader recruiting effort. The first part of the program initially targets specific new hire sales associates and existing internal candidates who have been identified as high potential and top performers. Staples said it will expand the program to additional groups in the future.  

With Halloween now behind us, the unofficial start of the 2016 retail holiday season is upon us. Amid intensifying competition, where are retailers placing their bets?     Here are observations and expectations from Profitero for the critical fourth quarter seasonal period: