Business Analytics

Houston – Mattress Firm is partnering with cloud-based customer experience optimization platform InMoment to operate its customer satisfaction program. Mattress Firm will utilize the InMoment Experience Hub to capture customers’ first-hand experiences with the brand.

Plano, Texas – A senior executive at The J.C. Penney Co. Inc. has accidentally disclosed same-store sales growth to date in the first quarter of fiscal 2015. In a filing with the Securities and Exchange Commission, Penney said the executive sent an email to an analyst including the information that same-store sales have increased 6% so far in the quarter, ending in May 2015, with the retailer expecting growth to total 3.5%-4.5% for the full quarter.

New York -- Lower gas prices and an increase in the average age of U.S. cars on the road didn’t help Pep Boys’ performance in the fourth quarter, posted a wider loss in the fourth quarter. The auto parts chain had a loss of $26.7 million, compared to a loss of $3.33 million a year earlier. The latest results included a net charge of $12.4 million for write-downs and severance expenses.

Oslo, Norway - Scandinavian multinational supermarket chain Rema 1000 will be leveraging Revionics lifecycle pricing solutions in all product categories across all of its retail stores. Utilizing advanced science and predictive analytics, Rema 1000 will be able to strategically manage pricing and consistently align it with brand image, offer promotions that are compelling and profitable and more accurately forecast and measure key financial metrics.

Framingham, Mass. – Staples Inc. has collected 450 million ink and toner cartridges for recycling in the U.S. since 2005, averaging more than 60 million cartridges per year for the past four years. Through the cartridge recycling program, Staples has helped recover and recycle 234 million pounds of plastics and metals, diverting roughly the weight of 8,000 full garbage trucks from landfills.

Pittsburgh – As part of a wide-ranging fiscal update, Dick’s Sporting Goods Inc. is updating its fiscal 2017 sales target to $8.7 billion to $9 billion. The retailer also expects to open 135-150 namesake stores during the next three years, up from the 603 stores it operated at the end of 2014, focusing on new and underserved markets.  

Who hasn’t prematurely hit the send button on an email? However, when it happened to a JCPenney executive who disclosed first quarter same store sales to an analyst, it begs the larger question of why the pair were even having a conversation about sales with two weeks left in the quarter.

Duluth, Ga. -- NCR Corporation announced that the Army and Air Force Exchange Service (AAFES) will replace 6,000 point-of-sale terminals with NCR RealPOS 72XRT systems. The new technology will replace non-NCR terminals in both its retail and food services locations, and will be maintained globally by NCR Services.

The Exchange provides quality goods and service at comparatively low prices to American armed forces families. It operates more than 3,100 facilities worldwide, in more than 30 countries, five U.S. territories and 50 states.

When retailers' customers aren’t happy, how do they really know? Many key metrics, such as Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT), are born from accumulated survey results and don’t capture true happiness. Surveys focus on whether a customer is satisfied, which is very different from happieness. These are two very different things. So, the question becomes: Are companies really primed to measure customer happiness, or are they settling for a rationalized alternative created by linguistic gymnastics in a survey?

CNBC host and investment advisor Jim Cramer breaks down the impact of cheap oil and the labor outlook with a view toward which retailers are best positioned to win.

A recent feature on the Thestreet.com featured 18 of Cramer’s top picks in the retail world, including many familiar names which have already enjoyed a nice run and are trading at or near their 52 week high.