Sales & Marketing

In many ways, 2015 marked the year the customer truly took over. Retailers recognized that constant connectivity and increasingly sophisticated consumer devices have created an environment where customers decide what they want, when and how they want it, and then choose the retailer who can best meet their needs.

In this environment, retailers scrambled to engage customers in a more personalized and direct way than ever before. Here are the top three customer engagement trends of 2015.

On the Go

Jet.com customers waiting for Christmas deliveries may want to start setting their sites on Boxing Day or other post-Christmas holiday events.

In a brief statement on its website, Jet.com acknowledged that it cannot guarantee that deliveries for any item not eligible for two-day shipping will arrive by Dec. 25. The statement cites nationwide shipping delays that have affected its delivery partners and thanks customers for their patronage during the retailer’s first holiday season.

Buy online, pick up in store capabilities are being rolled out to all of Kohl’s nearly 1,200 stores this spring after a successful 100 store pilot program during the holidays.

And that just the beginning of the digital initiative the company has planned.

The addition of pick up in store to Kohl’s omnichannel offering puts the retailer on equal footing with others in the industry who have recognized in store pick up has quickly become a basic expectation shoppers have of retailers who operate physical stores.

In the final push to capture last minute sales, Macy’s has resorted to giving away $4.5 million in cash to customers at its stores across the country.

The promotion, which was not offered last year, was announced in a press released distributed at noon on Saturday, Dec. 19. The company said it would distribute $10 gift cards to the first 250 customers at 600 of its stores from Sunday, Dec. 20 through Tuesday, Dec. 22. The cards are only redeemable in store and must be used during the three day promotional window.

Walmart and the Walmart Foundation is out with its annual Giving Report, which puts a monetary value on all the ways the retailer and its charitable arm sought to make a difference during the 2015 fiscal year.

From a big picture standpoint, Walmart and the Walmart Foundation donated more than $1.4 billion in cash and in kind donations, primarily food, and Walmart’s 2.2 million employees also contributed more than 1.5 million hours of their time outside of work to volunteer causes.

When your customer base is drivers who have had an accident or mishap with their vehicle, capturing consumers “in the moment” is crucial.

So with 6,500 mobile glass shops across the country, Columbus, Ohio-based Safelite Group Inc. runs a national business model that relies on capturing natural search traffic.

The National Basketball Association is set to open a flagship on Manhattan’s Fifth Avenue next week. And according to media reports, it includes lots of attenting-getting flourishes.

The centerpiece of the new three-level store, which comes some four years after the NBA closed its previous flagship on Fifth Avenue, will be a 32-foot-tall basketball net with 31,000 LEDs that reaches up to the second floor, Women’s Wear Daily reported. The net, visible from the street, is topped with sculpture designed to replicate a basketball tread.

Springfield, Va. -- PREIT announced that Springfield Town Center in Springfield, Virginia, has recorded $505 PSF in sales for tenants less than 10,000 sq. ft. open during the center's first full year of operation, 18% above the company's portfolio average as of September 30, 2015.

The newly redeveloped 1.35 million sq. ft. regional mall was acquired by PREIT March 2015 and celebrated its grand re-opening in October 2014 after undergoing a dramatic renovation and rebranding.