Consumer Analytics

Chip-based payment terminals seem to be everywhere. But that does not mean they are being used the way they intended.    However, almost a year after the imposed Europay, MasterCard, Visa (EMV) mandate deadline, barely one-third of retailers actually accept chip-based payments, according to an infographic from The Strawhecker Group (TSG).  

Helzberg Diamonds is committed to “making people feel loved.”   By adopting a set of multichannel customer experience management solutions, the jeweler is taking the next step to “wowwing” its shoppers with more personalized customer service cross-channel.   

Gone are the days when Black Friday signified the official launch of the holiday shopping season.    In fact, nearly half (49%) of shoppers will have a bulk of their holiday shopping done by Thanksgiving Day, according to a new survey from market intelligence solutions provider Market Track. And digital deals will be the catalyst.  

By any measure, empirical and anecdotal, the number of people visiting retail stores is down. There are plenty of theories about why: it’s the mass movement of shoppers to online; it’s changing consumer preferences; it’s the weather; it’s those pesky, hard-to- figure-out millennials who would rather hunt for Pokémon than bargains at the mall.   

Consumers’ new ‘buy now, wear now’ mentality it putting them at odds with retailers, many of whom are already pushing outerwear and other cold weather gear.    

Industry observers are reporting that customer service is on the decline. The culprit: contact centers.  

Retail sales fell more than expected in August after a strong June and a relatively flat July.   The National Retail Federation said that retail sales, excluding automobiles, gasoline stations and restaurants, were down 0.3% over July. On a year-over-year basis, however, NRF calculates that retail sales increased 4.1%.    The slowdown in August was broad-based and, notably, there was a drop-off in non-store sales, NRF noted. Clothing sales increased 0.7% in August, driven by back-to-school shopping.

How do industry observers rate retail social customer care? #EpicFail.   The term social customer care refers to the quick and personalized customer service brands are expected to provide through social media once a customer engages with them to resolve an issue. To date, 92.5% of brands are failing to meet customers' social customer care expectations, according to the “Social Customer Care Report,” from Rational Interaction.