Data & Analytics

Exceptional customer service is key to driving long-term customer loyalty — and once again, B&H Photo Video, The Home Depot and Zappos are blazing the path.     For the second year in a row, these three heavy hitters topped the 20th Annual Mystery Shopping Study. The report from Astound Commerce recognized retailers who excel in customer service through an assessment of “must-have” website features and behavior based on engagement with available touchpoints.  

When it comes to shopping for groceries, millennials are apparently no fan of supermarkets.   Nearly two-thirds of millennials shop online weekly for groceries, and this demographic has the potential to transform the retail grocery business, according to new research released by Clavis Insight.  

DWM Facilities Maintenance has opened a new office in Orlando, Florida. The new office will help facilitate the company’s recent growth.   

Google Home is giving Amazon’s Echo a run for its (shopping) money.   On Thursday, Google announced that shoppers can use Google Home to order everyday basics from Google Express retailers, including Costco, Whole Foods Market, Walgreens, PetSmart, Bed Bath & Beyond and others, reported GeekWire.   

GNC Holdings Inc. on Thursday posted dismal results for its fourth quarter and said it was suspending its quarterly dividend in a move to reduce its debt.   The nutritional supplements retailer posted a loss of $433.4 million, or $6.35 a share, compared to a profit of $42.9 million in the year-ago period. Excluding certain items, earnings came in at 7 cents per share, well below the 36 cents that Wall Street analysts expected.  

Retailers may have a new way to spread the word about their job openings.   Facebook now allows businesses in the United States and Canada to post available positions on their company pages or in the new “Jobs on Facebook” bookmark. Facebook users can also see job posts in their news feed, and alongside other posts on Facebook’s business pages, the social network said.   

Shoptalk, the “nextgen commerce event,” is still accepting applications for a new initiative that connects retailers and brands with technology companies — and provides complimentary tickets and travel reimbursement to the event.    Shoptalk will accept applications for its new “Hosted Retailers & Brands Program” until midnight on Friday, Feb. 17. More than 100 retailers and brands have already been accepted into the program. (Shoptalk will be held March 19-22, 2017, at the Aria in Las Vegas.)

In its latest move to gain a competitive edge on Amazon, Walmart expanded availability of its Scan and Go app.   Already a staple at Sam’s Clubs nationwide, Walmart launched its free Scan and Go app for Android users, reported Forbes.   

Online giant extending brick-and-mortar footprint.   Amazon is taking its bookstore concept to the San Francisco Bay Area, which has a reputation for supporting independent bookstores.    The company will open a bookstore at Broadway Plaza, an open-air center in Walnut Creek, California, reported the San Francisco Gate.  Although no opening date was given, but Amazon is in the process of staffing up the store.   

IBM is taking the next step in its IoT journey.   The technology provider has opened the doors of its new $200 million global headquarters for its Watson Internet of Things (IoT) business in Munich, Germany. The space will also serve as an innovation space for the European IoT standards organization, EEBus.   "We have reached a tipping point with IoT innovation,” said Harriet Green, general manager, IBM Watson IoT, cognitive engagement and education.