Consumer Analytics

Starwood Retail Partners debuted Oh, So Simple, a first-of-its-kind rewards program that offers consumers a revolutionary way to earn credit for their purchases at stores across an entire mall. The program piloted at four properties in 2015 and will roll out to all 29 Starwood centers this year. The one-step process links an existing Visa, MasterCard, or personal American Express credit or debit card to an Oh, So Simple Rewards account. Members can connect as many of their cards to the account as they wish.

With the major selling holidays now behind us, retailers are preparing to handle the onslaught of returns that began on Dec. 26 and continue well into the first few weeks of the New Year.

In fact, according to the National Retail Federation’s “2014 Consumer Returns in the Retail Industry,” the amount of holiday merchandise returned to stores last year amounted to $68.9 billion.

All was not quiet on New Year’s Day for online retailers and their customers.

According to Verizon Retail Index data, broadband traffic attributed to e-commerce shopping activity reached new heights over the New Year’s holiday weekend (Jan. 1-3). E-commerce traffic posted highs of 28%, 32% and 36% respectively above average daily levels on those three days – a similar pattern to the prior year. Notably, Sunday posted the highest activity of the season to date which is consistent with a trend identified by Verizon during the 2014 season.

Marsh Supermarkets, a regional grocer with 73 stores in Indiana and Ohio, needs to know its customers especially well to compete with larger supermarket chains.

To that end, Indianapolis-based Marsh is partnering with targeted marketing software vendor inStream to provide personalized, targeted offers on the front of consumer receipts. InStream drives customer engagement and sales via personalized targeting based on customer-specific purchase data.

“Listening” on a visual platform such as Instagram might seem like an oxymoron, but there is no paradox in Pep Boys’ success in this endeavor.

Cousins Subs, a regional sub sandwich retailer with more than 100 locations in Wisconsin and Arizona, knows that a bigger sandwich isn’t better unless it has the right ingredients.

Menomonee Falls, Wisconsin-based Cousins is taking the same approach to corporate growth that it takes to increasing the size of its sandwiches. Cousins is partnering with customer analytics platform provider Buxton to develop site selection strategies based on core customer insights. Buxton will also identify new real estate growth opportunities for Cousins Subs in the Midwest.

Lowe’s Iris brand smart home solution is gaining new security functionality for those customers willing to pay a monthly fee.

I left Walmart to pursue what I saw as the future of retail. In my exit interview with Mike Duke (at that time president and CEO of Walmart International) he asked me what I meant by the future of retail. Having worked in the international division, Sam’s Club and Costco prior to that, the future I saw at the time revolved around leveraging data and managing technology to understand customers in a granular fashion and speaking to them directly as individuals with highly lifestyle relevant products and services.