Consumer Analytics

Bellevue, Wash. – American Greetings is the most trusted online retailer. According to the 2015 E-Commerce Online Trust Audit and Honor Roll from The Online Trust Alliance (OTA), 2015’s top 10 most trustworthy online retailers (11 due to a scoring tie) are American Greetings, Cabela's, Drs. Foster & Smith, Fanatics, GameStop, The Honest Company, Jomashop, Kate Spade New York, LivingSocial, Netflix, and SparkFun Electronics.

Target.com won’t beat Amazon.com, but Target will by following three core philosophies the retailer’s top digital executive and Amazon.com alum Jason Goldberger shared with attendees at the Internet Retailer Conference and Exposition.

Sterling, Va. – Sixty-four percent of millennial graduates shopped at Target in the last three months, according to new data by Neustar, Inc. The real-time information services and analytics provider uncovered the buying behavior insights of recent millennial graduates and their preferences.

Some insights include:

Chicago - It may seem counterintuitive, but retailers should welcome the irate shopper who vents their frustration. That’s because it’s the mistreated customer who walks out the door in a silent huff who places the most revenue at risk, according to a collaborative study of dysfunctional retail touch-points conducted by LoyaltyOne, Verde Group and Dr. Deborah Small, professor of marketing and psychology, Wharton School of the University of Pennsylvania.

King of Prussia, Pa. – eBay Enterprise has helped its clients reduce average handle time and save money by using the NICE Interaction Analytics solution. eBay Enterprise processes roughly 17 million contacts per year on behalf of its retailers, across a full range of channels including phone, chat, email and social media. Its key focus is on lowering average handle time (AHT), delivering consistent, high quality service, and enhancing the consumer experience.

Washington, D.C. - The National Retail Federation (NRF) is hiring Mark Mathews as VP of research development and industry analysis. Mathews will develop, evaluate and direct research initiatives for NRF’s Retail Research and Analysis Center, which was announced in April.

Mathews brings more than two decades of research strategy and management experience to his new post.

New York - ATGStores.com, an independent, wholly owned subsidiary of Lowe’s, has increased conversions by 14% with customized product videos from Treepodia. This represents a 5.5 times ROI based on the increase in sales.

ATGStores.com carries a selection of lighting, furniture, hardware, plumbing and home décor. The retailer had created its own “how-to-videos” to help customers with their own projects but wanted to create product videos on a large scale.

Online, as in stores, conversion is king when it comes to driving top line sales, which is why digital marketing services firm eClerx has developed a conversion rate optimization (CRO) solution that addresses online retailers’ most pressing problem.

New York -- Consumers are predominantly using social media as a tool to give positive feedback, according to eDigitalResearch. Of the 2,000 consumers surveyed who have used social media to contact a brand in the past year, 6% have used social media to send positive feedback about a company compared to 2% who said they have used this touch point to send a complaint.

Mountain View, Calif. -- Consumers who use digital coupons both shop more and spend more than the average shopper. According to the  "Digital Coupon Redeemer: Shopper Trends" report, heavy digital coupon users shop 47%  more often than the average shopper, spending $6,081 annually on groceries and household goods alone – a 114% more than the national average.