Data & Analytics

Embracing Social Media to Enhance Customer Experience
Many companies have developed robust social media platforms for marketing and advertising, but aren’t quite sure how to manage customers who visit a company’s site to lodge a customer service inquiry, simply vent or even express satisfaction with a product or service.

They simply run away from customers. Yet, these same companies would never ignore a customer phone call or email, probably because it seems more controllable than the social media environment.
Groupon seeks many happy returns
Online deal provider Groupon is attempting to increase supply chain efficiency in a way that will allow it to offer even more and better discounts.

Groupon is partnering with Optoro, a platform for returned and excess inventory, to better process returns for its Groupon Goods business. Groupon Goods offers discounts on physical items.

New debt financing to support women’s lifestyle retailer’s store expansion

Soft Surroundings has completed a dividend recapitalization that was financed through an expansion of the existing credit facility.

The women’s lifestyle retailer is in the midst of a nationwide store expansion strategy, and the new debt financing includes a designated facility to fund future store openings. The company opened 11 new stores in 2015 and has identified over 15 locations for 2016.
Vertical shoe retailer steps up store operations

For footwear manufacturer Red Wing Shoe Company, operating more than 500 stores is an added network complexity.

The Red Wing, Minnesota-based company also has a wider variety of in-store needs, such as operating a business-to-business sales environment as well as a direct-to-consumer channel, than many other retailers. Thus, when Red Wing decided to implement Oracle Retail Xstore POS software, it enlisted the help of system integration and development services provider BTM Global.
Phillips Edison appoints VP of Community Partnerships

Salt Lake City -- Phillips Edison & Company announced it has promoted Scott Adair to VP of Community Partnerships, effective immediately. Adair, who previously served as assistant director of Property Management, will remain based in Salt Lake City.

In his new role, created as a result of the company’s Innovation Labs’ ‘Community Engagement Initiative,’ Adair is responsible for cultivating new and managing existing relationships with community leaders to build goodwill and advance business objectives.
Cracker Barrel CEO joins Lowe's board

Lowe's has added a retail veteran to its board of directors who serves on the boards of Dollar General and Books-A-Million.

Lowe's announced that Sandra B. Cochran, 57, has been appointed to its board of directors, effective immediately. The announcement brings Lowe's board of directors to 13 members, 12 of whom are independent.
Study: What do online shoppers like to avoid?

When it comes to e-commerce, the top driver is actually something the experience doesn’t offer.

According to two surveys of online shoppers in the U.S. and Canada conducted by Bizrate Insights, a division of Connexity, in December 2015 and January 2016, a leading 55% of respondents cited the lack of crowds, traffic and hunting for parking as a top reason to buy online. Another 46% said shopping online takes less time than shopping in stores, while 46% also mentioned free shipping.
Food Lion hits 1 million Facebook fans, provides meals

Food Lion is feeling good about recently reaching the milestone of 1 million Facebook fans, and is sharing the positive vibes.

In recognition of this social media achievement, Food Lion is donating 1 million meals to those in need. The meals will be donated to Feeding America in the form of a monetary donation (Feeding America provides an average of 11 meals for every dollar donated) and distributed evenly among 30 local Feeding America member food banks within the grocer's service area. The donation will span across its 10-state footprint.
Shake Shack, Uber shake up rewards

Shake Shack and Uber have digitally collaborated on customer experience with a little help from Visa Inc.

In December 2015, New York-based, 66-unit Shake Shack and Uber utilized the new Visa Commerce Network to offer a cross-promotion. Built on the VisaNet electronic payment network and accessible through application programming interfaces (APIs), Visa Commerce Network works by connecting transactions between two merchants.
Deliv fires salvo in same-day delivery war

UberRush is not the only online delivery provider looking to expand its reach.
Here's where the shoppers were last Christmas

Tuesday Morning's value proposition clearly resonated with shoppers over the holidays as the off-price retailer reported an impressive increase in same-store sales for the second quarter.

The Texas-based retailer said that for the second quarter and six months ended Dec. 31, net sales were $319.9 million for the second quarter, an increase of $18.5 million from the prior year period. Same-store sales increased 8.4%. Operating income for the second quarter was $20.6 million. Diluted income per share was 43 cents.
Rite Aid gives shoppers 5,000 reasons to use their loyalty card

Rite Aid on Thursday announced a big push behind its unique loyalty card offering wellness+ with Plenti - beginning Jan. 31, Rite Aid is offering its wellness+ with Plenti members the opportunity to earn 5,000 Plenti points when they spend up to $200 on participating products in stores or online. During Rite Aid’s “Big Point Event,” which runs through Feb. 27, customers can make multiple visits and purchases to reach the reward thresholds to earn up to 5,000 Plenti points.