Consumer Analytics

Retailers have a way to go in satisfying their customers in several key areas.

The IBM 2016 Global Customer Experience Index (CEI) evaluated 550 brick-and-mortar and pure-play retailers spanning eight different retail segments in 23 countries across the globe. This study revealed that the industry achieved an overall performance score of 40%, a failing grade, when measured against customer satisfaction criteria.

Shoppers may be using EMV-compliant, chip-enabled payment cards, but that doesn’t necessarily mean they like them.

Business research firm Field Agent recently conducted an audit of 100 chip processing systems at leading retailers Costco, CVS Health, Home Depot, Kroger, Lowes, Target, Walgreens and Walmart. It also undertook a survey of 300 consumers who use chip cards. In the survey, only 37% of the respondents reported a preference for EMV cards over the swiping variety; 63% said they would rather swipe a card than insert a chip card.

Shoppers may be using EMV-compliant, chip-enabled payment cards, but that doesn’t necessarily mean they like them.

Business research firm Field Agent recently conducted an audit of 100 chip processing systems at leading retailers Costco, CVS Health, Home Depot, Kroger, Lowes, Target, Walgreens and Walmart. It also undertook a survey of 300 consumers who use chip cards. In the survey, only 37% of the respondents reported a preference for EMV cards over the swiping variety; 63% said they would rather swipe a card than insert a chip card.

Charlotte, N.C. -- Asana Partners announced Robin Hilliard has joined the company as managing director, responsible for merchandising and leasing.

Value and communication are the keys to winning over millennial consumers, according to a survey of 600,000 consumers conducted by J.D. Power.

The 2016 survey polled more than 634,000 consumers, including 126,315 millennials and 246,594 Boomers. Pete Trujillo, senior manager of industry analytics at J.D. Power, hosted a webinar this week to highlight data from the survey, titled "Millennials Insight Report: The Customer Experience Perspective."

Consumers who rely on mobile coupons when food shopping are much more likely to experiment with new brands.

According to the latest edition of GfK MRI’s “The Survey of the American Consumer,” one in three (33%) U.S. adults agrees completely or somewhat with the statement, “I rely on mobile coupons while food shopping.” And almost half (44%) of these mobile coupon users say they like to “change brands often for the sake of variety and novelty,” compared to just 30% of the general population.

As a retailer of automotive aftermarket parts, tools, supplies, equipment, and accessories, O’Reilly Automotive Inc. helps its shoppers customize and tailor their vehicles to individual preferences.

So when the Springfield, Missouri-based chain decided to update its omnichannel customer experience, it realized a highly customizable solution would be needed. O’Reilly has selected the e-commerce platform from Broadleaf Commerce to support seamless marketing and merchandising across its mobile and Web channels, as well as its 4,571 stores in 44 states.

Target announced it is testing an expansion of its Cartwheel app, which launched in 2013. The retailer reported that the app has saved users, in total, $475 million (and counting) to date.

The new feature expands the app to allow for digital coupons from manufacturers that offer a dollar amount discount (rather than a percentage discount).

The service is made possible through a partnership with Quotient (formerly Coupons.com), a third-party provider of digital coupons, according to a report by TechCrunch.

Although Amazon.com recently more than tripled the number of items available via its Amazon Dash buttons and cited some impressive growth statistics, actual use may be relatively low.

According to daily analysis of a panel of more than 4 million online shoppers from digital commerce research firm Slice Intelligence, fewer than 50% of people who had bought a Dash button before Amazon expanded the assortment on March 31 had ever actually made an order using one.

Amazon.com is serving notice to Apple, PayPal and other leading online payment providers that it is looking to challenge their turf.

The online retail giant is launching a new program called the Amazon Payments Partner Program that enables e-commerce platforms to provide Amazon Payments functionality to their users. Previously, Amazon had made its proprietary payments service available to individual third-party online retailers.