Supply Chain & Merchandising

Chicago - It may seem counterintuitive, but retailers should welcome the irate shopper who vents their frustration. That’s because it’s the mistreated customer who walks out the door in a silent huff who places the most revenue at risk, according to a collaborative study of dysfunctional retail touch-points conducted by LoyaltyOne, Verde Group and Dr. Deborah Small, professor of marketing and psychology, Wharton School of the University of Pennsylvania.

Seattle - Amazon.com continues tweaking its shipping policies. A week after offering free same-day delivery for members of its Amazon Prime loyalty program in select cities, the retailer is now offering all customers free shipping on lightweight items in a program called Fulfillment by Amazon Small and Light.

The eligible goods include cosmetics and mobile phone accessories. There is no minimum purchase requirement, and membership in Amazon Prime, which offers free shipping on all purchases, is not required.

Five Below reported an increase in same store sales and profit for the first quarter in the same week the company opened a new distribution center to support its expansion plans. 

When it comes to transportation and logistics management considerations, the retail industry is a completely different beast. From strict deadlines and razor thin margins to challenges dealing with “reverse logistics,” complex dynamics exist between retailers, manufacturers/suppliers and transportation carriers that present unique challenges for getting inventory from Point A to Point B (and sometimes back again).

Los Angeles – Accepting an online order and then cancelling it due to inventory shortages is probably the most damaging customer interaction an omnichannel retailer can have. Vertical specialty footwear retailer Chinese Laundry, which operates a direct-to-consumer website as well as two stores in Las Vegas and one in Canoga Park, California, is well aware of this problem.

Mahwah, N.J. – Ascena Retail Group Inc. fell short of Wall Street expectations for profit and revenue in a difficult third quarter of fiscal 2015. Net income fell 23% to $24.4 million, from $33.2 million in the same quarter a year earlier.

New York – Guess Inc. beat Wall Street expectations with net earnings of $3.3 million in the first quarter of fiscal 2016, compared to a net loss of $2.1 million the same period a year earlier. Reductions in pretax expenses pushed Guess out of the red into the black.

Total net revenue decreased 8% to $478.8 million, from $522.5 million. Foreign currency fluctuations drove the decline. Same-store sales, including e-commerce, dropped 5.9%.