Consumer Analytics

Despite overall declines in several key metrics, there were some good signs for brick-and-mortar retailers during November.

Big Lots narrowed its loss in the third quarter as the retailer attracted more shoppers to its stores with new merchandising and marketing strategies.

For the period ended Oct. 31, Big Lots reported a loss of $1.5 million, or 3 cents a share, compared with a loss of $3.4 million, or 6 cents, a year earlier. Same-store sales increased 2.6% Revenue edged up less than a percentage point to $1.12 billion.

The big news for retailers this holiday season has been the strong surge in online shopping. It’s not that high online volumes weren’t expected; estimates placed online purchases to be as high as 20% of total holiday sales this year.

It seems we’ve hit a tipping point, however, where online promotions are of equal or greater importance to Black Friday retail success than in-store promotions, and where Cyber Monday has morphed into Cyber Week.

For many years, Black Friday sales promotions have defined the retail environment during the long Thanksgiving weekend. Despite evidence that Black Friday has lost some of its luster, it remains a very large shopping event and is actively contested by major retailers.

Indeed, according to the NRF, close to 102 million consumers shopped in brick-and-mortar stores over the Black Friday holiday weekend.

Ulta Beauty's formula of one-stop shopping for prestige, mass and salon beauty products continued to produce impressive sales and earnings growth in the third quarter.

Ulta' s net income increased 20.2% in the quarter, to a better-than-expected $71.1 million, from $59.1 million in the year-ago period. Total sales rose 22% to $910.7 million, also more than expected. Online sales surged 56.3% to $46.2 million. Same-store sales were up 12.8%, driven by a 10.6% increase in transactions and 2.2% growth in the average ticket.

Vertical specialty workwear retailer Carhartt Inc. is gaining an unprecedented view into what customers want, when they want it.

Carhartt is leveraging the new IBM Commerce Insights solution that is designed to help online retailers evaluate category and product performance for quick merchandising decisions. Leveraging cognitive capabilities from Watson Analytics,IBM Commerce Insights provides a single view of customer behavioral, market and business performance data directly on Carhartt’s storefront.

Amazon.com is noted for a focus on operational efficiency that is intense, to say the least. However, as the Seattle Times reports, Amazon consistently ranks near the top of customer service rankings by using customer service agents and technologies to ensure customer satisfaction, not rapid turnover. [Seattle Times]

U.S. retailers looking for a new source of revenue may be in luck.

The number of China-based consumers shopping U.S. brands online during the holiday season has increased seven times from 2014, which is a record level according to Ant Financial Services Group’s Alipay. Alipay also found that total sales from China-based consumers purchasing U.S. products with its Alipay ePass cross-border e-commerce solution increased 15 times from the prior year.

GameStop is upping the ante on rewards by allowing customers to use their reward points to save on the cost of fuel.

The retailer is partnering with the Excentus Corp. Fuel Rewards program to allow members to earn fuel savings from purchases made at thousands of participating merchants, retailers and restaurants nationwide.

Despite significant publicity about consumer preferences for apps, retailers are focusing their mobile attention elsewhere.

According to a new study from Boston Retail Partners, “Mobile Commerce – The Future of Retail,” a leading 24% of retailers said a new or upgraded mobile website is their top commerce priority, double the 12% who listed a new or upgraded mobile app. Sixty-eight percent of retailers expect mobile sire revenue to increase by the end of the year, compared to 38% who expect mobile app revenue to grow by year’s end.