News

Jet.com customers waiting for Christmas deliveries may want to start setting their sites on Boxing Day or other post-Christmas holiday events.

In a brief statement on its website, Jet.com acknowledged that it cannot guarantee that deliveries for any item not eligible for two-day shipping will arrive by Dec. 25. The statement cites nationwide shipping delays that have affected its delivery partners and thanks customers for their patronage during the retailer’s first holiday season.

In many ways, 2015 marked the year the customer truly took over. Retailers recognized that constant connectivity and increasingly sophisticated consumer devices have created an environment where customers decide what they want, when and how they want it, and then choose the retailer who can best meet their needs.

In this environment, retailers scrambled to engage customers in a more personalized and direct way than ever before. Here are the top three customer engagement trends of 2015.

On the Go

When your customer base is drivers who have had an accident or mishap with their vehicle, capturing consumers “in the moment” is crucial.

So with 6,500 mobile glass shops across the country, Columbus, Ohio-based Safelite Group Inc. runs a national business model that relies on capturing natural search traffic.

According to analytics reports from Adobe and RetailNext, online sales trumped bricks-and-mortar over Black Friday weekend and the trend looks to continue throughout the 2015 holiday season.

This signifies a shift that’s been obvious for quite some time — consumers are going digital. Does this mean the brick-and-mortar retailer is dying a slow death? Not a chance.

Westfield Corp. announced Monday it has sold five of its U.S. shopping malls — totaling more than 6 million sq. feet of retail space across four states — to help fund a property development program. The move is line with the company’s recent strategy to focus on its flagship assets, which include the new World Trade Center mall, due to open in spring 2016.

Pure play home furnishings retailer Wayfair is citing one digital channel in particular as serving as a major growth driver.

According to Wayfair, 35% of all orders in third quarter 2015 were placed on mobile devices. In addition, a majority of traffic to Wayfair now occurs on phones and tablets. Phone traffic in particular has been sharply rising throughout 2015 as customers switch from PCs and even tablets.

Walmart and the Walmart Foundation is out with its annual Giving Report, which puts a monetary value on all the ways the retailer and its charitable arm sought to make a difference during the 2015 fiscal year.

From a big picture standpoint, Walmart and the Walmart Foundation donated more than $1.4 billion in cash and in kind donations, primarily food, and Walmart’s 2.2 million employees also contributed more than 1.5 million hours of their time outside of work to volunteer causes.

In the final push to capture last minute sales, Macy’s has resorted to giving away $4.5 million in cash to customers at its stores across the country.

The promotion, which was not offered last year, was announced in a press released distributed at noon on Saturday, Dec. 19. The company said it would distribute $10 gift cards to the first 250 customers at 600 of its stores from Sunday, Dec. 20 through Tuesday, Dec. 22. The cards are only redeemable in store and must be used during the three day promotional window.

I don’t make mobile payments yet. I don’t drink coffee, so I do not frequent Starbucks. However, I have been attempting to get up to speed on the state of the market. As I have a phone running Android, v5.1.1, that’s the best place for me to start, as that’s where my familiarity lies.

According to analytics reports from Adobe and RetailNext, online sales trumped bricks-and-mortar over Black Friday weekend and the trend looks to continue throughout the 2015 holiday season.