TECHNOLOGY

When it comes to providing customer service, companies often have only one chance to get it right. The reality is that even just one negative experience can be all it takes for a customer to take their business elsewhere.   

Although it’s only August and the pendulum has plenty of time to swing in the other direction, retailers are feeling optimistic about the upcoming holiday season.   That’s according to a report by Fung Global Retail & Technology and First Insight, in which more than 60% of those surveyed said they believe that holiday sales will increase compared to last year, and about 25% expect sales to increase 5% to 10%.     

Consumers cooled their spending in July.    Retail sales were flat in July, in line with a revised 0.8% gain in June, according to figures released Friday by the Commerce Department. The report ended three straight months of monthly gains.     Sales in July rose 2.3% from a year ago. Excluding automobiles and parts sales, sales fell 0.3% in July — the weakest reading since January, after a 0.9% gain in the prior month.     

Back-to-school promotions seems to start earlier and earlier each year. But most consumers aren’t buying the pitch.      That’s one of the findings of a new report by A.T. Kearney in which the majority of consumers surveyed said they planned to do most of their BTS shopping in August and September. (Only 4% of shoppers did any of their shopping as early as July 4.) And in another nod to the "old school" shopper, the study suggests that brick-and-mortar will still make or break back-to-school sales.

Wal-Mart Stores announced it will acquire retail start-up — and would-be Amazon rival — Jet.com for approximately $3 billion in cash. Additionally, $300 million of Walmart shares will be paid over time as part of the transaction.   The deal will go a long way to helping Walmart expand its e-commerce growth and customer reach, and also give it more firing power as it competes with Amazon.  And Jet.com’s popularity with millennials will help the discounter attract a younger, higher-income customer. 

Lowes Foods is the first supermarket retailer to launch an integrated digital coupon solution.   Lowes is using a solution developed by Unata, a provider of one-to-one digital solutions for grocers, and Inmar, a technology and analytics company, which integrates digital coupons directly into the grocer’s e-commerce and e-circular programs.  

Instant delivery. Athleisure wear. Rented and used clothing.    These are among the five trends identified by consumer financial services company Synchrony Financial as impacting both the retail and mobile payments space.   Here’s a review of what Synchrony says consumers are especially interested in:  

BJ’s Wholesale Club has selected CommerceHub’s unified platform to bolster its online assortment, fulfillment and delivery.    “We’re committed to delivering uncompromising value to our Members, and CommerceHub is a strong partner,” said Jackie Cunningham, VP of e-commerce at BJ’s Wholesale Club, which operates 213 stores in 15 states.