Data & Analytics

Lorton, Va. – In order to quickly detect customer service problems and quantify customer requests, Five Guys Burgers and Fries has implemented social intelligence technology from newBrandAnalytics (nBA). Using nBA solutions, Five Guys monitors social media chatter to help the company implement operational changes and improve engagement with customers. Five Guys also leverages the technology to gauge interest in potential new menu items.

Sandpoint, Idaho -- Coldwater Creek and Alliance Data Systems Corp. announced they have signed a new, long-term agreement for Alliance Data's Retail Services business to expand Coldwater Creek's co-branded credit card program and launch a Coldwater Creek private label credit card program.

Emeryville, Calif. – Consumers in the U.S. and U.K. feel overwhelmed by targeted apparel marketing messages, but are responsive to messaging that includes genuinely personalized information. A new study of 409 U.S. and U.K. consumers from the Economist Intelligence Unit (EIU) indicates that 66% of consumers say that many personalized apparel messages are annoying because attempts at personalization are superficial.

By John Orr, [email protected]

Passive-aggressive, unengaged employees just aren’t that into your customers. Worse, they might be taking it out on customers, whose experience sends them to competitors. Contrast that with the upside of having an engaged staff happy at their jobs and going out of their way to treat customers well.

Sandy Springs, Ga. -- Online consumers in the United States are motivated by the ability to conduct transactions across multiple channels with convenience and positive shipping experiences. These are two of the key findings of a new study from UPS and comScore, “Pulse of the Online Shopper.”

Big 5 Sporting Goods Corporation saw a slight uptick in customer traffic and same-store sales improvement for each of its major product categories — apparel, footwear and hardgoods — which contributed to a 4.4% same-store sales increase for the second quarter ended June 30 compared to the prior-year period. 

Net sales for the quarter increased to $239.9 million from $226.6 million for the second quarter last year. 

Boca Raton, Fla. -- Office Depot reported a net loss, as well as declining total sales and same-store sales, during a disappointing second quarter of fiscal 2013. The retailer’s net loss of $64 million was the same net loss it reported in the second quarter of fiscal 2012. Excluding pre-tax charges, including some relating to the planned OfficeMax merger, and non-cash store asset impairment charges, the net loss would have been $28 million.

By Tom Friedman, [email protected]