Consumer Analytics

Mountain View, Calif. – Google is reportedly testing the inclusion of live chat with businesses linked directly within search results. According to TechCrunch, a search results card will show consumers whether a business they have search for is available for chat, and then immediately launch a Google Hangouts chat if help is in fact available.

New York - L.L. Bean provided the best overall customer service in the fiscal fourth quarter 2014, topping the first quarterly release of Stella Benchmarks. Companies included are part of StellaService’s daily customer care evaluations and weekly product orders.

Two companies – J.Crew and L.L. Bean – managed to rank in the Top 25 overall every month in 2014. So, it comes as no surprise that those two retailers are at the top of the most recent benchmarks.

San Mateo, Calif. – Almost half (48%) of consumers say they purchase more from retailers that leverage shopper interests and buying behavior to personalize the customer experience across all channels.

If we wanted to show the struggles of the classic American mall, I don’t think we could come up with a better example than Northland Mall in Southfield, Michigan. When it opened in 1954, Northland was an instant hit: an icon not only for the region, but for the nation. One of the first and largest open air centers in the nation, Northland was enclosed in 1974 and today boasts space for 96 stores and nearly 1.5 million sq. ft. of retail.

Los Angeles - American Apparel Inc. has named Thoryn Stephens as chief digital officer, a newly created position, and Cynthia Erland as senior VP of marketing. Both Stephens and Erland will assume their roles on March 9 and will report to CEO Paula Schneider.

San Jose, Calif. – Almost all retail IT decision-makers feel vulnerable to insider data security threats. According to the 2015 Insider Threat Report from enterprise data security provider Vormetric, 93% of U.S. retail respondents reported they were "somewhat" or more vulnerable to insider threats.

Nuremberg, Germany – Some observers have suggested the practice of consumers using their mobile devices to check prices at rival retailers while in a store, is on the wane. However, a survey of mobile phone users in 23 countries (including the U.S.) from GfK found 40% compare prices at other retailers while in a store.

Forty percent also contact a friend or family member for advice, while 36% take pictures of products that they might buy.

Almost 2-in-5 U.S. consumers who are walking the retail aisles with smartphone in hand are comparing prices, according to a GfK survey.