Omnichannel

We are living in the age of instant gratification. Heightened consumer expectations are putting overwhelming pressure on retailers to engage with each customer in real-time across every touchpoint. Increasingly, this means getting products in their customer’s hands whenever, wherever and however they want it. But it can be hard to deliver on these new fulfilment options – such as click-and-collect or same-day delivery – with traditional distribution infrastructures.

Fort Myers, Fla. – Chico’s FAS announced that CEO and president David F. Dyer intends to retire in spring 2016, at the end of the company’s fiscal year.

He will remain in his current role until a successor is appointed, and will remain on the board in the newly-created role of vice chairman until June 2016. The women’s specialty apparel retailer has retained executive search firm Herbert Mines Associates to assist in finding a new chief executive.

Kirkland’s Inc. says it is still on track to open as many as 40 new stores in 2015 after reporting solid financial results in its latest quarter.

The company’s net income increased 23% to $2.53 million, from $2.05 million a year earlier. Growth in cost of sales and operating expenses lagged the rate of revenue growth, boosting net income. Net sales rose 9% to $118.31 million, from $108.25 million. Same store sales, including e-commerce sales, grew 3%.

Mississauga, Canada – Ikea plans to open a 397,000-sq.-ft. distribution center in Mississauga Ontario in October. The new facility will fulfil customer orders from the four existing Toronto-area stores and e-commerce purchases, as well as support growth plans for Ikea Canada to meet customers in new and existing markets.

The location will bring Ikea closer to the customer, which the retailer hopes will allow for an improved logistical setup enabling an increased range offer and shorter lead-times while contributing to sustainability goals.

Jacksonville, Fla. – Earnings dipped at Stein Mart Inc. during the first quarter of fiscal 2015, even as net sales improved. Net income fell 3% to $13.6 million from $14.1 million a year earlier, with higher loan interest expense a major contributor.

Net sales increased 7% to $353.5 million, from $328.9 million. Same-store sales rose 4.8%. Higher store traffic and e-commerce sales boosted same-store sales results.

Minneapolis – Domestic demand for large-screen TVs and mobile phones helped Best Buy Co Inc. beat Wall Street projections for profits and sales in the first quarter of fiscal 2016. Net earnings fell 72% to $129 million from $461 million a year earlier, largely due to corporate restructuring charges.

Retailers in urban areas where Amazon.com is rolling out its Prime Now delivery service soon may be able to piggyback on the e-commerce innovator’s supply chain prowess to offer one-hour delivery.

In Manhattan, where Amazon.com launched Prime Now earlier this year, the company has added products from select local merchants to the tens of thousands of items it already promises to deliver within one hour.

San Francisco - Customers who choose live chat for customer service are satisfied a higher percentage of the time than those who call, email, or use social media channels. According to findings of the quarterly Zendesk Benchmark report, customers using live chat for customer service are satisfied 92% of the time.

The average benchmark for live chat across all geographies and industries is 62 chat conversations a month; first response time of one minute 36 seconds on average; and customer satisfaction of 92%.