News

IBM: Retailers not meeting customer experience expectations
Retailers have a way to go in satisfying their customers in several key areas.

The IBM 2016 Global Customer Experience Index (CEI) evaluated 550 brick-and-mortar and pure-play retailers spanning eight different retail segments in 23 countries across the globe. This study revealed that the industry achieved an overall performance score of 40%, a failing grade, when measured against customer satisfaction criteria.
Applebee’s app delivers seamless simplicity
Glendale, California-based casual dining retailer Applebee’s Neighborhood Grill & Bar already allows customers to place orders ahead of time for curbside pickup, but is looking to extend omnichannel convenience even further.

Applebee’s, which operates more than 2,000 franchised stores in 49 states, designed the revised mobile app in partnership with digital ordering provider Olo. The revision comes with new capabilities including a simplified order placement process that allows for advance ordering and order scheduling for any time in the future.

Report: Amazon’s Bezos not afraid of failure

Amazon is the best place in the world to fail—that’s just one of the insights and observations in CEO Jeff Bezos’ annual letter to shareholders.
Amazon’s Bezos not afraid of failure

Amazon is the best place in the world to fail — that’s just one of the insights and observations in CEO Jeff Bezos’ annual letter to shareholders. Bezos talks about the importance of experimentation at Amazon in the letter, and also discusses failure in words that are rare for a CEO to use in a letter to investors, according to the Washington Post. He also cites the three "bold bets" at Amazon that have worked, starting with Amazon Web Services.
Facebook branded content update offers retailers new marketing tool

The world’s largest social network has updated its policies regarding branded content and, in so doing, given retailers a new marketing tool.

Facebook is now allowing retailers and other marketers to work with media companies, celebrities and other key “influencers” to place certain types of branded content on its platform.
Walmart online marketing head returns to his roots

Brian Monahan, VP of marketing for Walmart.com, has left the chain (as of April 1) to go back to a startup he helped found in 2012.

Monahan, who joined Walmart in May 2013, is now serving as chief evangelist of San Francisco-based NewCo Festivals, a media and events platform he co-founded with John Battelle in 2012. NewCo hosts global events it calls “festivals” for start-ups and also publishes editorial content aimed at start-ups. In his new (or old) role, he will oversee brand strategy, sales and marketing, and product development.
Survey: Consumers prefer traditional payment cards

Shoppers may be using EMV-compliant, chip-enabled payment cards, but that doesn’t necessarily mean they like them.

Business research firm Field Agent recently conducted an audit of 100 chip processing systems at leading retailers Costco, CVS Health, Home Depot, Kroger, Lowes, Target, Walgreens and Walmart. It also undertook a survey of 300 consumers who use chip cards. In the survey, only 37% of the respondents reported a preference for EMV cards over the swiping variety; 63% said they would rather swipe a card than insert a chip card.
Hunter, Tokyo

Hunter, the British brand best known for its signature boot, has landed in Japan with style, opening a 3,100-sq.-ft. flagship that targets fashion-focused customers.

Designed by Checkland Kindleysides in collaboration with Hunter creative director Alasdhair Willis, the two-level store features the distinctive DNA of the brand’s London flagship, which offers a modern spin on the British countryside, but in a less literal sense,
Kohl’s ditching in-store cafes

Many retailers are adding restaurants and even bars to enhance the shopping experience. Going forward, Kohl’s will not be one of them.

After a seven-month test, the retailer has decided to shutter the cafes it opened in its two of its stores in Wisconsin, the Milwaukee Business Journal reported.
1-800-Flowers.com plants seeds of seamless consistency

Specialty retailer 1-800-Flowers.com operates across several banners and channels, and is trying to present as unified a customer experience as possible.

1-800-Flowers has chosen the IBM Commerce on Cloud solution to ease the process of conducting transactions across all its brands, including Harry & David, Wolferman’s and Fannie May. The platform will also help deliver a seamless customer experience across the Web, mobile and call center channels.