Consumer Analytics

The need for technology innovation in retail has never been greater, and the proper assets and expertise are not always available in-house.

Retailers who develop their e-commerce environments for mobile phone users appear to be on the right track.

According to the new Q3 Shopping Index from e-commerce platform provider Demandware Inc., tablets now account for only 11% of digital commerce traffic, down 22% from its peak of near 15% in the first quarter of 2014.
Meanwhile, mobile phones account for 41% of digital commerce traffic. Desktops still lead with 48% of traffic, but the only platform showing traffic growth is mobile phone.

It’s almost time to stop using the term omnichannel retail.

Modern customers have told retailers that they expect consistency across channels during their shopping journeys. That caused some disruption several years ago, but the market responded.

Retailers that haven’t grasped the concept of omnichannel and implemented it successfully are generally out of business or losing serious market share to slicker competition. The term omnichannel has more or less become superfluous: It is now implied in the simple term retail.

A familiar name factors heavily into the online holiday shopping plans of consumers.

A familiar name factors heavily into the online holiday shopping plans of consumers.

According to a new poll from Reuters and Ipsos, 51% of consumers plan to do most or all of their online holiday shopping at Amazon.com. This dwarfs the next-most-popular specific retailer, Walmart, favored by 16%.

Other traditional and online retailers combined for the second-highest response of 18%. Other popular retailers with low responses include Target (3%) and Macys (2%).

Just in time for the holidays, Google is revamping its Google Shopping online marketplace to make it more mobile-friendly.

In a blog post, Google explains that mobile shopping-related searches now exceed desktop-based shopping-related searches, meaning online shopping has shifted from a “marathon” to “moments.” To help better capture mobile consumers at the moment they are looking to buy a product, Google is now displaying the most commonly searched categories in response to broad search terms.

A retailer noted for consistently strong online customer service has received top ranking once again.

For the second consecutive quarter, L.L Bean is the top-ranked company in Stella Benchmarks from StellaService. During the third quarter of fiscal 2015, L.L .Bean ranked within the top 10 for four of five service areas in Stella Benchmarks, including phone (No. 5), email (No. 3), chat (No. 7) and returns (No. 4). In shipping, L.L. Bean ranked outside the top 25.

Leading mall-based denim retailer The Buckle said its third quarter profits fell after strengthening online sales couldn’t overcome in store weakness.

Profits at the operator of 469 stores, billed as a denim destination, declined to $35.9 million, or 74 cents a share, during the third quarter ended Oct. 31, compared to $40.6 million, or 84 cents a share, during the third quarter the prior year. The profit decline was expected as The Buckle had previously reported that same-store sales had declined 5.2% and total sales had declined 4.1% to $280.2 million.

Digital gift cards are less risky than retailers think, and that’s not the only common piece of online fraud “wisdom” that is false.

The Technology Fraud Lab at eBay Enterprise has released a list of five online fraud myths. These include:

• Myth #1: Digital gift cards are too risky to sell.

Retailers looking to satisfy customers this holiday season need to be sure all channels are aligned and working properly.

The new "2015 Connected Shoppers Report” of more than 2,000 adults commissioned by Salesforce and conducted by Harris Poll demonstrates that in order to succeed, retailers need to accelerate digital transformations to provide personalized, one-to-one customer journeys.