Consumer Analytics

(The following is an excerpt from the new book, Extraordinary Experiences: What Great Retail and Restaurant Brands Do, by Denise Lee Yohn.)

Scott McClelland seems an unlikely candidate for his picture to appear under a "Why Is This Man Smiling?" headline. As spokesperson and president of the Houston food/drug division of Texas-based grocery store chain H-E-B, McClelland has plenty of reasons to be worried.

The CEO of Dick's Sporting Goods said strong back-to-school sales couldn't help his company recover from a slowdown in consumer spending in the third quarter.

For the third quarter ended Oct. 31, Dick's reported a 0.7% increase in same-store sales. Earnings were $47.2 million, or 41 cents a share, compared with $49.2 million, or 41 cents a share, in the same period a year ago. Revenue rose 7.6% to $1.64 billion.

More than half of all shoppers are planning to make holiday purchases over the Thanksgiving holiday period, according to a new report.

The 2015 International Council of Shopping Centers Black Friday Shopping Study shows that 59% of shoppers plan to make a purchase at a physical store over the weekend (Thursday-Sunday).

Surprisingly, Cyber Monday is shaping up to be the second-most popular day for in-store shopping – even though it’s a day normally associated with online activity. Overall, Americans plan to shop in-store on:

Seamless commerce is constantly evolving, and SAP is attempting to stay at the front of the curve with its new SAP Jam Communities with Commerce solution. The cloud-based customer engagement tool is natively built on the SAP Jam enterprise social collaboration platform, and also integrates with the SAP hybris commerce management platform.

At a recent event in Boston, SAP explained how the new solution enables retailers to build community pages that support and drive seamless commerce. Here are three of the most innovative community page features.

Consumers find it easy to use social media for brand engagement, but that doesn’t mean they are using it.

According to the new “Global Brand Simplicity Index” from New York-based branding firm Siegel+Gale, 65% of consumers say social media is a simple platform for learning about brands, products and services via social media. Yet only 32% use social media for this purpose.

Similarly, 45% of consumers find social media simple for engaging customer service, but only 11% use social media for customer service engagement.

With 2016 upon us, most everyone is thinking about the New Year’s resolutions they have in place for the upcoming year. The perennially popular resolutions range from losing weight to getting out of debt.

If you look closely, the resolutions could mirror goals that retailers may want to consider in 2016, especially as it relates to loss prevention (LP).

The holiday promotion season is fast approaching with the arrival of Thanksgiving and Black Friday. From that moment the race is on for customer dollars through to the New Year. We’ve all been through this many times, and it seems like no sooner has one season finished than we are shortly into planning for the next. But what impact are the prices we set having on customer behavior and the profits of retailers?

The “digital revolution” has turned the traditional retail marketplace upside down. Consumer expectations continue to rise and the Internet has broken down borders and created a global marketplace, dramatically increasing competition.