Predictive Analytics

Ann Arbor, Mich. -- Amazon remains at the head of the class in terms of customer service, according to the annual Holiday E-Retail Satisfaction Index released Thursday by customer experience analytics firm ForeSee.

New York City -- Research results released Wednesday by Chase found that online holiday shopping sales for the season rose 15.2% year-over-year.

By event, the Chase Holiday Pulse reported that from Black Friday Nov. 23 through Friday, Nov. 30, year-over-year sales increased 22.5% and transactions increased 32.7%.

Up until recently, when an Old Chicago restaurant or a Rock Bottom brewery scored a high-traffic, high-performance location, the reason for the success couldn’t be quantified. In order to grow strategically, parent company CraftWorks Restaurants & Breweries knew it had to get to the bottom of the site-success formula.

Getting closer to the customer has always been important to retailers, but never more so than it is today. Chain Store Age spoke with SAP’s Lori Mitchell-Keller about the transformational shifts that are shaking up the retail model.

All the buzz today is about how retailers need to get closer to the customer, but what exactly does it mean?

Generally speaking, I’m not big on trend forecasts. Maybe it’s because there are so many of them, particularly at this time of the year. They all seem to blend together into a mass of predictions and statistics.

Online sales are expected to reach record levels this holiday season, but traffic to Walmart.com was down in November compared to the same period the prior year.

Camp Hill, Pa. -- Rite Aid Corp. reported Thursday a profit of $60.5 million for the quarter ended Dec. 1, compared with a year-earlier loss of $54.5 million and marking the first time since quarter-ended May 2007 that the drugstore retailer has turned a profit.
 
Rite Aid also raised its forecast for the year, abandoning earlier forecasts of a loss for the year and instead suggesting that the company may turn an annual profit.
 

WALTHAM, Mass. — Profitect, a provider of retail software, has appointed Mike Mitchell as its new director of global professional services.

Mitchell will lead the company’s project management and business consulting efforts. Prior to joining Profitect, Mitchell served as VP of customer service for Agilence, Inc., overseeing all product implementation, support and professional auditing services.

Palo Alto, Calif. -- Retail and distribution optimization company Aldata said Tuesday it has merged with customer engagement specialist EYC.

Both companies are part of the Symphony Technology Group, and the merger will create a new company, Symphony EYC.

The merger is intended to combine EYC’s customer engagement analytics with Aldata’s retail and distribution optimization execution capabilities, linking customer insights and engagement strategies into retail assortment, merchandising and supply chain execution.

Reston, Va. -- Survey results released Monday by comScore revealed that the most recent work-week saw four individual days eclipse $1 billion in spending, led by Green Monday with $1.275 billion.

comScore, which has monitored holiday season retail e-commerce spending for the first 44 days of the November–December 2012 holiday season, reported that to date $33.8 billion has been spent online, marking a 13% increase versus the corresponding days last year.