Consumer Analytics

Automated tools deliver on customer service and leverage operational efficiencies

Retailers are putting an increased emphasis and value on how and when they use their workforce. And in doing so, they are on the right path, according to research from The Wharton School. The study found the associate payroll was the most important factor in determining revenue. A mere additional dollar (properly applied) on labor could reap rewards of $4 to $28 in return.

The physical store remains the centerpiece of the purchase journey, according to a study by PwC. The report, "Demystifying the Online Shopper," addresses myths about multichannel retailing and offers some ideas to help retailers keep up with their customers. Here's a recap:

Armonk, N.Y. -- IBM on Thursday announced the creation of the IBM Customer Experience Lab, dedicated to helping business leaders transform the way customers experience their products, services and brands through the use of mobile, social, cloud and advanced analytics technologies.

The IBM Customer Experience Lab will provide CEOs, CMOs, CFOs, heads of sales and other C-suite executives direct access to a virtual team of 100 researchers, supported by the expertise of thousands of IBM business consultants addressing the opportunities of the digital front office.

DENVER — PaySimple, the cloud-based platform for managing and growing small businesses, has launched a redesigned mobile payment and business management iOS application accompanied by a new mobile credit card reader. The updated Run-Your-Business App offers service-based business owners the flexibility they need to operate their companies from anywhere and from a range of devices.

Minneapolis -- Target Corp. said it has completed the sale of its entire consumer credit card portfolio to TD Bank Group for $5.7 billion, the gross value of the outstanding receivables at the time of closing.
 

Waban, Mass. -- Chick-fil-A, Dunkin' Donuts, Sonic Drive-In, and Little Caesar's earned the top spots in the fast food sector of the 2013 Temkin Experience Ratings. At the other end of the spectrum, KFC and McDonalds were the lowest-rated fast food restaurants. The fast food industry earned the second highest average rating out of 19 industries, falling only behind the grocery sector.

By Theresa Wabler, [email protected]

As retailers and manufacturers settle into the reality of the “new normal” of shoppers who  will continue their frugal consumption habits amidst recession or not, it’s crucial to employ promotional tactics that generate significant, lasting value, not just a flash in the pan. As marketers consider their options, one tried and true promotional tactic should be included to yield definite results: rebates.

Dick’s Sporting Goods fell three cents short of analysts’ profit forecast in the fourth quarter thanks to a 1.2% same store sales increase partially caused by unseasonably warm weather and soft sales of big ticket items.

Sales for the 14 week period ended February 2, increased 12% to $1.8 billion compared to the 13 week period the prior year. The company’s consolidated same store sales increase of 1.2% was driven by a 54.2% increase in online sales, offset by a 2.2% decrease at Dick's Sporting Goods stores and a 1.3% increase at Golf Galaxy stores.

DETROIT, Mich. — Southern department store chain, Belk, has teamed up with ePrize to launch Belk's 125 Days of Prizes, a multi-channel sweepstakes program celebrating Belk's 125th anniversary.

NEW YORK — Saks Fifth Avenue has redesigned the Saks.com homepage to include a longer, more fluid layout that more prominently highlights seasonal trends and most-wanted designers. 

The new site now features larg-scale photography, improved navigation, easier access to magazine-style features and enhanced product detail pages.

Saks.com was last refreshed in July 2010 and the last complete redesign was in September 2007.