Omnichannel

By Oren Betzaleli, EVP, head of product and marketing, Retalix

As smartphones and tablets continue to infiltrate the market, they are increasingly changing the way people interact with each other, receive information, and expect to be served by retailers and service providers. As a result, more and more retailers are starting to offer self-service mobile applications as a popular means to manage customer interaction and relationships.

Retailer-Owned vs. Consumer-Owned Self-Service

BOSTON — Merchant Warehouse, a leading innovator of payment technologies and merchant account services, has named Greg Cohen chief revenue and strategy officer. With extensive experience in implementing business strategies, as well as channel and value chain expansion across the payments industry, Cohen will be responsible for expanding partnership, payment and commerce opportunities within the Genius™ Customer Engagement Platform and accountability to ensuring the strength and growth of the company’s existing business.

Davenport, Iowa -- Von Maur Department Stores announced Wednesday it has signed a contract to open a 150,000-sq.-ft. store at the GGP-owned Quail Springs Mall in Oklahoma City in fall 2014.

The store will be the company's first location in Oklahoma.

Cincinnati -- Macy's earned a better-than-expected $730 million in the fourth quarter, compared with $745 million a year earlier when it booked one-time gains from the sale of store leases. The department store retailer forecast an annual profit for the recently completed year that surpassed analysts’ estimates and provided new guidance for continued growth and progress for 2013.

ANN ARBOR, Mich. — According to the American Customer Satisfaction Index's (ACSI) annual E-Commerce Report, produced in partnership with customer experience analytics firm ForeSee, customer satisfaction with e-commerce websites continues to rise, gaining 1.2% to 81.1 on the ACSI's 100-point scale. 

Same day delivery firm Shutl will begin offering its service next month in New York, San Francisco and Chicago.

Thanks to $6 million in funding from partners such as UPS, e.ventures and Notion Capital, plans call for the firm to expand the delivery offering to 17 additional metropolitan areas later this year with the goal of enabling conventional brick and mortar retailers to realize their multichannel potential.

CINCINNATI — Macy's reported fourth-quarter sales and earnings growth that exceeded company expectations, prompting it to issue new guidance for 2013. 

NEW YORK — L'Oréal Paris is relaunching LorealParisUSA.com, which will include a first-to-market content production and syndication partnership with AOL, the company said Tuesday.

The company described the site as the first major one to be designed for all devices, making it easy to navigate for users on desktop computers, tablets and mobile phones.