Data & Analytics

When it comes to providing online customer service, Land’s End is the one to beat.

StellaService, an independent company that measures the customer service performance of online businesses, recognized Lands' End with the 2016 StellaService Elite Award for exceptional customer service.

StellaService cited Lands' End for excelling in phone, chat and email, with a phone response time of less than 45 seconds.

The e-commerce landscape just shifted with the announcement Salesforce will purchase Demandware for $2.8 billion.
 
Demandware’s recently enhanced flagship Commerce Cloud platform is one of the leading e-commerce solutions on the market. Notable retail Demandware users include Lands’ End, Marks & Spencer, Urban Decay, and True Religion. According to figures released by IHL in December 2015, Demandware is the number two retail SaaS company by installed revenue, trailing only Microsoft.
 

A new report from HRC Advisory finds that retailers’ online sales are eroding in-store sales and taking a big bite out of retail profitability. Chain Store Age editor Marianne Wilson spoke with Antony Karabus, CEO, HRC Advisory, about the study and its implications for retailers. 

What did you find most surprising in the study findings?

With a fast-growing $1.5 trillion grocery market, China is the ultimate prize for Wal-Mart, according to an Associated Press report. But the retailer will have to adapt to succeed in what it is a very different marketplace than America.

“If the Arkansas-based company wants to win over foreign consumers, it has to shed some of its American ways, and cater to very different customs and conventions that are fast changing,” the report said.

Online home furnishings retailer Wayfair Inc. is rolling out an in-house-developed display advertising platform that will deliver tailored messages and collect customer data.

Known as Magellan, the platform was built in-house by Wayfair’s engineering, data science, and marketing teams. Magellan leverages enhanced bidding models that allow the flexibility to continually enhance targeting capabilities over time. This targeting also lets third-party Wayfair Media Solutions users extend the reach of their advertising programs.

Despite all the attention being given to retail customization and personalization, most consumers see their shopping journeys as marred by inconsistency and impersonal service offerings.
 
Although  93% of retail executives say service personalization is a strategic focus, only one-quarter of consumers feel they receive a consistent, personal experience across channels, according to findings from personalization technology provider TimeTrade,
 

American Apparel is providing store managers with new insight into traffic and conversion so they can better perform staffing.

The specialty apparel chain is deploying StoreForce across all of its 202 stores in 19 countries. The solution allows managers to schedule store associates based on traffic patterns. It also delivers real-time performance metrics such as conversion rates. This allows managers to react to real-time opportunities to drive sales.

Consumers who use mobile devices for shopping are prime targets for retailer loyalty programs.   According to a new study from Forrester Research, “Master Your Mobile Loyalty Moments,” customers who participate in loyalty programs are more likely to be mobile. Forrester data shows 31% of loyalty program members, but only 15% of all U.S. online adults, will use a brand’s mobile app.