Data & Analytics

Survey: Retailers see big benefit in individualized customer experiences
Retailers estimate they could earn an extra 10% in revenue — which translates into $100 million annually for a $1 billon company — by offering customers and employees a highly individualized experience.

That’s one of the key retail takeaways of new report by Oracle, which surveyed 300 C-level executives across 10 industries to understand how prepared organizations are to address the fact that consumers increasingly expect, and even demand, to have it their way—whether shopping, communicating, working, or enjoying leisure time.
Fossil brings stores to the modern age
Whether customers at its stores are looking for convenient digital payment or easy access to product and price information, vertical specialty retailer Fossil Group Inc. is uncovering new mobile-enabled store services.

Richardson, Texas-based Fossil has selected in-store technology from Aptos Inc. (formerly Epicor Retail Solutions) including the vendor’s Mobile Store POS application. The company will initially deploy the solution at about 500 of its more than 600 corporate stores.

Q2 sales for Walgreens U.S. division up 2.1% despite soft flu season

Walgreens Boots Alliance on Tuesday announced an increase of 13.6% in net sales to $30.2 billion for the second quarter ended Feb. 29, 2016, compared with the same quarter a year ago, largely due to the full consolidation of Alliance Boots for the entire quarter this year. Foreign currency translation adversely impacted sales by approximately $750 million or 2.4%.
Surging Hudson’s Bay details major investments in expanding Saks, Saks Off 5th and store renovations

On the heels of soaring profits and revenues in the fourth quarter, Hudson’s Bay Company said it will make higher than normal investments in growth initiatives this year, including a dramatic increase in the number of Saks Off 5th stores, store renovations and investments in technology.
Specialty auto parts chain races for omnichannel position

As a retailer of automotive aftermarket parts, tools, supplies, equipment, and accessories, O’Reilly Automotive Inc. helps its shoppers customize and tailor their vehicles to individual preferences.

So when the Springfield, Missouri-based chain decided to update its omnichannel customer experience, it realized a highly customizable solution would be needed. O’Reilly has selected the e-commerce platform from Broadleaf Commerce to support seamless marketing and merchandising across its mobile and Web channels, as well as its 4,571 stores in 44 states.
Accessories retailer names new head of marketing

Charming Charlie has appointed Ujjwal Dhoot as VP of marketing, based in the specialty retailer’s Los Angeles office.

Dhoot previously served as chief marketing officer for FSAStore.com, responsible for the overall growth strategy, customer acquisition and retention, analytics development and testing for the FSA-eligible products and services shop. Before that, he was VP of marketing at 20x200, an online retailer for limited edition art.

Dhoot also served as VP of marketing at PetCareRx.com.
Sears Canada makes COO position permanent

Sears Canada is again calling on Becky Penrice to lead an important aspect of its nearly 300 store operation.

Penrice was named executive VP and COO after serving in that role in an interim capacity for little over a two months. Penrice has worn several hats at Sears Canada since joining the company on Dec. 1, 2013 after holding supply chain and human resources roles role at Hudson’s Bay Company.
Target offering more deals on its Cartwheel app

Target announced it is testing an expansion of its Cartwheel app, which launched in 2013. The retailer reported that the app has saved users, in total, $475 million (and counting) to date.

The new feature expands the app to allow for digital coupons from manufacturers that offer a dollar amount discount (rather than a percentage discount).

The service is made possible through a partnership with Quotient (formerly Coupons.com), a third-party provider of digital coupons, according to a report by TechCrunch.
Consumers not rushing to Amazon Dash

Although Amazon.com recently more than tripled the number of items available via its Amazon Dash buttons and cited some impressive growth statistics, actual use may be relatively low.

According to daily analysis of a panel of more than 4 million online shoppers from digital commerce research firm Slice Intelligence, fewer than 50% of people who had bought a Dash button before Amazon expanded the assortment on March 31 had ever actually made an order using one.
Start-up wants to make it easy for customers to return online goods — in malls, stores

Two e-commerce vets are looking to tackle one of the retail industry’s most vexing problems: returns of online purchases.

David Sobie, former senior VP of marketing & business development at flash site HauteLook, and Mark Geller, former head of mobile at the company (which Nordstrom acquired in 2011), are launching Happy Returns, which seeks to eliminate the “pain” of returns by mail by establishing a network of “Return Bars” in malls and stores where shoppers can return merchandise purchased online and get an immediate refund.
Lowe’s sees real future in holograms

Lowe’s Companies Inc. is expanding its use of augmented and virtual reality to help customers truly “visualize” home improvement projects.
Amazon stakes major claim in payment landscape

Amazon.com is serving notice to Apple, PayPal and other leading online payment providers that it is looking to challenge their turf.

The online retail giant is launching a new program called the Amazon Payments Partner Program that enables e-commerce platforms to provide Amazon Payments functionality to their users. Previously, Amazon had made its proprietary payments service available to individual third-party online retailers.