Content about Consumer behaviour

September 15, 2014

While the majority of consumers prefer to both shop and spend their money in brick-and-mortar retail stores, more than 60% are increasing their online shopping activities, according to a survey of 1,515 consumers by digital marketing firm SmartFocus.

New York - While the majority of consumers prefer to both shop and spend their money in brick-and-mortar retail stores, more than 60% are increasing their online shopping activities, according to a survey of 1,515 consumers by digital marketing firm SmartFocus. This trend is most prevalent among women (71%) and Millennials.

September 10, 2014

Consumers are increasingly interested in the BOPIS (buy online, pickup in store) option for making purchases.

Lewisville, Texas – Consumers are increasingly interested in the BOPIS (buy online, pickup in store) option for making purchases. According to a new survey of 1,992 U.S. adults by custom incentive company Parago, 63% of shoppers BOPIS (buy online, pickup in store) at least a few times a year, but 82% percent would consider doing so to receive a $10 rebate on a $50 item.

August 12, 2014

Specialty online health- and beauty-care retailer SkinStore is using predictive technology from Coherent Path to help deliver personalized offers that build long-term customer loyalty.

Gold River, Calif. – Specialty online health- and beauty-care retailer SkinStore is using predictive technology from Coherent Path to help deliver personalized offers that build long-term customer loyalty. The cloud-based Coherent Path solution is designed to enable retailers to understand the trajectory of customer journeys and deliver the products, offers and experiences that drive satisfaction, loyalty and customer lifetime value.

July 30, 2014

Parents and their children in grades K-12 will spend a combined $543 on back-to-school items, and double that, at $1,223, on college spending.

New York -- Parents and their children in grades K-12 will spend a combined $543 on back-to-school items, and double that, at $1,223, on college spending. According to new survey data from Deloitte, parents alone expect to spend 13% less than in 2013.

July 30, 2014

In the early days of e-commerce, internet shopping was supposed to spell the demise of the physical store. Pure play online retailers would sweep all before them, rendering the retail store a historical curiosity.

By Dave Richards, Accenture

July 29, 2014

A majority of parents plan to spend more on their children's back-to-school shopping this year, driven by rising costs or necessity rather than greater spending power.

New York - A majority of parents plan to spend more on their children's back-to-school shopping this year, driven by rising costs or necessity rather than greater spending power. According the Accenture Back-to-School Shopping Survey, which polled 500 U.S. parents of children entering kindergarten through college, nearly all (89%) plan to do most of their back-to-school shopping in a physical store, though many will still use online to browse and search, or "webrooming."

July 21, 2014

Showrooming may not be as concerning as many traditional retailers once thought. In fact, retailers who embrace clienteling and other strategies can leverage showrooming as an element of the overall all-channel experience for their customers.

By Ben Pivar, Senior VP, Retail Leader, North America, Capgemini

Showrooming may not be as concerning as many traditional retailers once thought. In fact, retailers who embrace clienteling and other strategies can leverage showrooming as an element of the overall all-channel experience for their customers. Through the use of new technologies as well as in-store and online strategies, many of those retailers who have tested clienteling have experienced a lift in customer conversion.

July 10, 2014

Hhgregg ranks highest in appliance retailer customer satisfaction, followed by Lowe’s, according to the J.D. Power 2014 Appliance Retailer Satisfaction Study.

Westlake Village, Calif. -- Hhgregg ranks highest in appliance retailer customer satisfaction, followed by Lowe’s, according to the J.D. Power 2014 Appliance Retailer Satisfaction Study. The survey found that a knowledgeable sales staff providing a prompt, courteous and engaging customer service experience helps drive satisfaction with home appliance retailer.

July 10, 2014

Shopper traffic declined 9% in June, compared to the same month the previous year, as vacations, holidays, and record-breaking World Cup viewership cannibalized time spent on shopping-related activities.

San Francisco - Shopper traffic declined 9% in June, compared to the same month the previous year, as vacations, holidays, and record-breaking World Cup viewership cannibalized time spent on shopping-related activities. According to data from in-store analytics provider Euclid, despite the reduced traffic, high levels of consumer confidence boosted shoppers’ spending habits with .2% growth year-over-year in general merchandise, apparel, furniture and other (GAFO) retail sales

June 24, 2014

Athletic footwear retailer The Finish Line offers a highly seasonal assortment. When spring products started coming in from the company’s brand partners in January 2014, the chain decided to build upon its ongoing omnichannel strategy to create an experience to help boost spring customer traffic and sales.

January 7, 2014

Amazon.com and L.L. Bean tied for the highest company-level customer satisfaction scores during the 2013 holiday season.

Ann Arbor, Mich. – Amazon.com and L.L. Bean tied for the highest company-level customer satisfaction scores during the 2013 holiday season. According to the ForeSee Experience Index: 2013 U.S. Retail Edition, Amazon and L.L. Bean both scored 90, while Priceline had the lowest company-level satisfaction score (75) of 100 top retailers included in the Index.

The study offers a comprehensive view of satisfaction at the company-level and across every applicable sales channel including store, contact center, web and mobile.

January 2, 2014

U.S. consumer confidence, which decreased in November 2013, rebounded the following month, according to The Conference Board Consumer Confidence Index, which now stands at 78.1 (1985=100), up from 72 in November.

New York -- U.S. consumer confidence, which decreased in November 2013, rebounded the following month, according to The Conference Board Consumer Confidence Index, which now stands at 78.1 (1985=100), up from 72 in November.

January 2, 2014

The store experience isn’t what it used to be. Rapidly developing omnichannel technologies, such as mobile and social, are redefining the very definition of a “store” and what customers can accomplish within.

The store experience isn’t what it used to be. Rapidly developing omnichannel technologies, such as mobile and social, are redefining the very definition of a “store” and what customers can accomplish within. 

In addition, retailers can glean more information about consumers using leading-edge technology. For example, indoor location analytics vendor iInside lets retailers track and analyze store traffic using customer mobile devices to provide a host of data on store operations and processes. 

December 20, 2013

Overall in-store satisfaction has grown 23% in the last six years.

Scaumburg, Ill. - Overall in-store satisfaction has grown 23% in the last six years. Meanwhile, the annual Motorola Solutions Holiday Shopping study shows that satisfaction with the checkout process and the availability of store associates has increased 32% and 23% respectively since 2008.

November 27, 2013

One of the most significant trends in customer engagement over the past several years is the rise of social media outside marketing and inside customer service.

By Andrew Kokes, global VP, marketing & product management, Sitel

One of the most significant trends in customer engagement over the past several years is the rise of social media outside marketing and inside customer service. Social media is moving beyond contacts and interactions to a culture of community and collaboration for the most engaged and customer-centric companies.

November 4, 2013

Zoomingo, the personalized shopping discovery app that helps shoppers find the best deals in their local stores and malls, announced an agreement with Simon Property Group, the largest mall operator in the U.S., to market the Zoomingo app for the upcoming 2013 holiday shopping season.

Seattle -- Zoomingo, the personalized shopping discovery app that helps shoppers find the best deals in their local stores and malls, announced an agreement with Simon Property Group, the largest mall operator in the U.S., to market the Zoomingo app for the upcoming 2013 holiday shopping season.

October 29, 2013

Consumer confidence fell sharply in October, according to The Conference Board, whose monthly consumer confidence measure dropped to 71.2 in October, down from 80.2 in September.

New York -- Consumer confidence fell sharply in October, according to The Conference Board, whose monthly consumer confidence measure dropped to 71.2 in October, down from 80.2 in September. Economists had expected a reading of 75.0 in October.

The Present Situation Index decreased to 70.7 from 73.5.The Expectations Index fell to 71.5 from 84.7 last month.

October 16, 2013

Consumers will take a conservative approach to spending this holiday season.

Washington, D.C. - Consumers will take a conservative approach to spending this holiday season. According to NRF’s holiday consumer spending survey conducted by Prosper Insights & Analytics, the average holiday shopper will spend $737.95 on gifts, décor, greeting cards and more, 2% less than the $752.24 they actually spent last year. 

October 14, 2013

Consumers value the retail store experience on multiple levels and continue to make the vast majority of their purchases in stores, according to a new study from global management consulting firm A.T. Kearney. The report found that the physical store is the channel of choice across all ages (from Millennial to senior citizens) and household income levels (from less than $25,000 per year to more than $100,000 per year).

Chicago -- Consumers value the retail store experience on multiple levels and continue to make the vast majority of their purchases in stores, according to a new study from global management consulting firm A.T. Kearney. The report found that the physical store is the channel of choice across all ages (from Millennial to senior citizens) and household income levels (from less than $25,000 per year to more than $100,000 per year).

September 24, 2013

Consumer Confidence decreased in September amid resurfacing concerns about the short-term outlook for both jobs and earnings, according to The Conference Board’s Consumer Confidence Index.

New York -- Consumer Confidence decreased in September amid resurfacing concerns about the short-term outlook for both jobs and earnings, according to The Conference Board’s Consumer Confidence Index. The index, which had increased slightly in August, now stands at 79.7, down from 81.8 in August. Analysts had expected the index to fall to 79.9 this month.

The Present Situation Index grew to 73.2 from 70.9. The Expectations Index fell to 84.1 from 89.0 last month.

September 23, 2013

Nearly 158 million consumers will participate in Halloween activities this year, slightly less than the historic high of 170 million people last year.

Washington, D.C. -- Nearly 158 million consumers will participate in Halloween activities this year, slightly less than the historic high of 170 million people last year. New figures from the National Retail Federation (NRF) indicate the average consumer will spend $75.03 on Halloween this year, down 6% from $79.82 last year.

However, average overall spending on Halloween has increased 54.7% since 2005, with total spending estimated to reach $6.9 billion in 2013. Other NRF figures include:

September 18, 2013

Publix Pharmacy is North America’s favorite based on customer satisfaction, according to a new study of 3,600 consumers conducted by customer intelligence solutions provider Market Force Information.

Boulder, Col. -- Publix Pharmacy is North America’s favorite based on customer satisfaction, according to a new study of 3,600 consumers conducted by customer intelligence solutions provider Market Force Information. Target was a close second and Kroger ranked third. All three received high marks in operational attributes such as service, cleanliness, atmosphere and checkout times.

Walgreens and CVS/pharmacy ranked the highest when those consumers were asked to name their pharmacy chain, with 18% identifying Walgreens and 17% CVS.  

August 27, 2013

The Conference Board Consumer Confidence Index, which had declined in July, increased slightly in August.

New York -- The Conference Board Consumer Confidence Index, which had declined in July, increased slightly in August. The Index now stands at 81.5, up from 81.0 in July.

August 26, 2013

Improvements in housing and labor probably helped boost U.S. consumer spending last month.

New York -- Improvements in housing and labor probably helped boost U.S. consumer spending last month. A Bloomberg survey of 59 economists in advance of the official Commerce Department July spending figures on Aug. 30 indicates purchases of goods and services increased 0.3% last month after a 0.5% increase in June.

August 8, 2013

Retailers trying to successfully attract business from back-to-school shoppers need to understand the different types of customer segments they must target.

Boston – Retailers trying to successfully attract business from back-to-school shoppers need to understand the different types of customer segments they must target. According to a new report from social media analytics software provider Crimson Hexagon, back-to-school consumers fall into five broad categories based on how they broadcast their goals, choices, experiences, and opinions about back-to-school shopping on social media.