News

Deerfield, Ill. - Mondelez International has renewed its global strategic partnership with Facebook, with a focus on creating and delivering creative video content and driving impulse snack purchasing online. Through this partnership, the companies will work together to leverage and innovate around video consumption and mobile commerce.

Waban, Mass. – Grocery retailer H-E-B produces a positive emotional reaction with consumers. Based on a study of 10,000 U.S consumers, H-E-B, Publix, Chick-fil-A, and Trader Joe's took the top four spots in the 2015 Temkin Emotion Ratings, which rates how customers feel about their interactions with 293 companies across 20 industries.

Ann Arbor, Mich. - Customer satisfaction with goods and services purchased and consumed in the U.S. suffered a fifth consecutive quarterly decline, sending the American Customer Satisfaction Index (ACSI) to its lowest point since 2006. According to the ACSI, the national level of customer satisfaction is down 0.7% to 74.7 on a 100-point scale in the first quarter of 2015 and is off 2.7% since peaking in the fourth quarter 2013.

Seattle – Amazon.com is reportedly using a proprietary machine learning solution to analyze online customer reviews and present newer and more relevant reviews first. According to CNet, the system takes into account factors such as newness, whether the review was written by a verified Amazon purchaser and how many customers found the review helpful.

San Francisco – In its latest step toward becoming more of a commerce platform, Twitter is testing two new ways to make finding content about products easier. The first pilot is of a new way to surface and organize relevant Tweets about products and places on dedicated pages.

These pages will feature images and video about the product alongside information such as a description, price, and an option to buy, book, or visit the website for more information. Twitter is starting to experiment with a small number of products and places.

Orlando, Fla. - Darden Restaurants Inc. plans to separate a portion of its real estate assets through a combination of sale leaseback transactions and a new, publicly traded real estate investment trust ("REIT"). Under the plan, Darden will transfer approximately 430 of its corporate stores to the REIT, with substantially all of the REIT's initial assets being leased back to Darden.  

Minneapolis – Furniture retailer Room & Board has aligned its online and in-store customer experience with Salesforce Marketing Cloud’s predictive digital marketing capabilities. Room & Board has improved the customer experience and delivered more relevant information, which in turn has increased the average order value by 16% and delivered a 2,900% ROI payback during a two-month period.

This has resulted in a significant increase in online sales and improved loyalty.

Armonk, N.Y. – When consumers look for Father’s Day gifts, they increasingly are doing so on the go. According to new IBM Digital Analytics Benchmark data, mobile accounted for more than 48% of all online Father’s Day traffic in 2015.

This figure was just shy of desktop, which claimed 51.7%, a far slimmer gap than 2014. For sales however, desktop remains supreme, accounting for 74.3% of sales (compared to 25.7% for mobile) and driving average order values of $115.12, compared to mobile devices at $93.14.

Cloud computing has become nearly ubiquitous, but are retailers making the best use of cloud services when it comes to managing sensitive customer data? Deciding what customer data should be stored in the cloud and what data should be stored on-premises behind a company’s firewall is a question every retail company has to grapple with.

The National Retail Federation is recognizing the nation's top law enforcement officers with the organization's annual loss prevention awards.

Recipients of the Ring of Excellence, Law Enforcement Retail Partnership and Retail Case of the Year will be honored during an awards ceremony at NRF PROTECT, the retail industry’s largest event for retail loss prevention executives in North America.