Consumer Analytics

Wakefield, Mass. — More than 80% of retailers plan to increase their customer experience spending in 2015, according to a survey conducted by Econsultancy for SDL, a provider of global customer experience. The report also reveals that while North American retailer brands appreciate the need for technology integration, with 97% citing integration of customer experience technology as “important” or “essential” to their growth, only 40% describe their relevant systems as integrated and cross-functional.

The newly created position of chief member officer at Sam’s Club has been filled by veteran marketer Tracey Brown who has been given a wide range of member marketing, acquisition, engagement, retention and analytics responsibilities.

Los Angeles -- American shoppers feel they can’t trust retailers to protect their credit card and personal information either online or in brick-and-mortar stores.  According to a survey by Bizrate Insights, 62% of shoppers agreed that "Current security to protect credit card and personal information at a retailers’ brick-and-mortar stores isn’t strong enough.”

This was only marginally worse than concerns for security on websites (60% agree) but better that mobile transactions (65% agree).

As more retailers embrace the growing opportunities in mobile technology, CVS has just announced an overhaul of its already top-rated app. 

Irvine, Calif. – Custom window covering retailer 3 Day Blinds is taking customization to a new level. The company has selected the engagement marketing platform from Marketo Inc. to create and deliver personalized content to new and existing customers, drive revenue increases and streamline marketing activities.

Woonsocket, R.I. - CVS/pharmacy today is transforming its mobile app with new features and an improved look and feel. With the goal of enhancing the customer experience, the CVS/pharmacy mobile app updates include:

• A home screen that is more personalized and user-friendly.

• An updated toolbar that makes features more readily accessible.

WAKEFIELD, Mass. — More than 80% of retailers plan to increase their customer experience spending in 2015, according to a new survey from SDL, a provider of global customer experience, and Econsultancy.

Findings from the online survey, called The Retailer’s Imperative: A Strategic Approach to Customer Experience, reveal that North American retailers are past the stage of debating the importance of customer experience management and are now trying to master it.

Reston, Va. – Despite the popular image of “showrooming” mobile shoppers using their devices to find better prices on in-store items, 85% of consumers actively shop with a mobile device from home, even if other devices are available. In addition, the “Mobile Spend in 2015” study from Contact Solutions shows that 26% of consumers do in fact showroom, while 27% will make mobile purchases from a store they are shopping in.

Other findings include: