April 17, 2012

Customer loyalty has always been paramount for retailers, but as we wade into 2012 and beyond, it is becoming increasingly evident that retailers have a renewed focus on establishing a strong sense of loyalty and creating an engaging customer experience through cross-channel initiatives that are touching customers both in and — perhaps more importantly — out of the store.

April 16, 2012

Given all the attention around the hotly contested Express Scripts-Medco merger, we thought we’d ask our C2B consumer reporters, if all things were equal and every pharmacy accepted their insurance, what would be the most important factors in choosing a pharmacy? Ninety-four percent said location/convenience, followed by customer service (50%). That's just a taste of what they told us.

April 13, 2012

Customer loyalty has always been paramount for retailers, but as we wade into 2012 and beyond, it is becoming increasingly evident that retailers have a renewed focus on establishing a strong sense of loyalty and creating an engaging customer experience through cross-channel initiatives that are touching customers both in and — perhaps more importantly — out of the store.


March 26, 2012

Retailers that use tablets and other mobile devices in place of cash registers are perceived as being more innovative by mobile shoppers than those that do not, according to the latest AisleBuyer survey.

March 16, 2012

While consumers will continue to define value based on price, other key trends — including new product development, technology, store layouts and shopping patterns — will drive the market in 2012, according to SymphonyIRI research.

March 13, 2012

Nearly 75% of smartphone-owning consumers would switch brands if they were offered real-time mobile promotions delivered to their smartphones while shopping in a grocery or drug store aisle, according to a new survey.

March 9, 2012

From 2000 to 2010, the U.S. Hispanic population surged 43%, far surpassing U.S. Census estimates. With a growth rate more than four times that of the entire country, and an expected 2015 purchasing power well in excess of $1.25 trillion, the U.S. Hispanic population is a key market segment for retailers and consumer packaged goods companies seeking to expand their domestic customer base. The most successful companies will be those that can effectively engage these consumers and develop enduring brand loyalty.

March 9, 2012

In the first DSN/C2B Mobile Insights report, we examine what consumers think about shopping for health and beauty online vs. brick-and-mortar retailers. Overall, nearly 8-of-10 consumers bought health-and-beauty-aid items online in the past year. Did they leave your store to buy? Did they use their smartphones to make a purchase and use YOUR STORE as a “showroom” for ANOTHER RETAILER’S website?

1) Have you purchased a health or beauty product online in the past year?

February 28, 2012

A survey sponsored by in-store commerce provider AisleBuyer found that nearly 40% of smartphone-carrying shoppers have abandoned their in-store purchases because of long lines, while 21% will abandon their purchases if there are no registers open.

February 28, 2012

More than 51% of consumers plan to spend the same amount of money in 2012 as in the previous year, according to a 2012 Shopping Outlook survey conducted by PriceGrabber.

February 23, 2012

In its early days, social media meant "connecting with people." That’s still what it’s mostly about. But obviously, we’ve come a long way from those now prehistoric list-servs where we simply posted messages back-and-forth with people of similar interests and pursuits. It’s still about connecting. But now organizations use it for targeted marketing purposes, where once social media was considered the protected domain of the individual. Consumers seem to accept that it has become just another means by which brands are going to try to earn their loyalty.

February 17, 2012

Retailers have always been about enhancing the shopping experience, but there are two factors this year that really should underscore the importance in that customer focus. Differentiating a retail shopping trip by experience is a lot friendlier to the margins because a shopper willing to trade on shopping experience also is willing to spend a little more. And with the proliferation of social media and apps for smartphones and tablets, there has never been a more efficient means to target a message to a shopper who is physically in the aisles and making a purchase decision than today.

February 15, 2012

Retailers are set to build customer engagement by investing in information technology and e-commerce, as well as enhancing customer service initiatives and building on mobile platforms, a new report from the National Retail Federation and KPMG found.

February 9, 2012

Shoppers ages 50 to 54 years lead the charge when it comes to purchasing health and beauty products online (52%), and shoppers ages 45 to 49 years are purchasing more food and beverage products online (29%) than any other age group, according to The Checkout, an ongoing shopper behavior study conducted by The Integer Group and M/A/R/C Research, released Thursday.

January 17, 2012

ShopperTrak reported Monday that national retail sales, when compared with the same period last year, rose 3.5% during November and December, while foot traffic decreased 3.1%.

January 17, 2012

U.S. shoppers believed that the economy improved in the last six months of 2011 and that growth will continue through the first six months of 2012, but many remain cautious with their spending, according to SymphonyIRI's fourth quarter 2011 MarketPulse survey.

January 13, 2012

Target is bringing the experience of small, independent shops to the masses with its next design partnership, “The Shops at Target.”

January 5, 2012

An average consumer encounters the same or very similar product mix from retailer to retailer. Unintentionally, we have almost trained them not to expect anything special from their shopping experience. The retailer that does offer something beyond the ordinary shopping experience can score big points with shoppers. Do something unexpected to surprise and delight shoppers, and word will spread – probably quickly. So what is it that really makes consumers tick? I think it boils down to five main things.

December 22, 2011

A report released Wednesday by ShopperTrak found that holiday shoppers boosted sales 21.7% over the previous week and 1.3% over the same week last year.

December 21, 2011

Three-out-of-four surveyed retail associates and managers feel they provide a better in-store customer experience when equipped with the latest mobile technologies, according to Motorola Solutions’ "Annual Holiday Shopping Survey."

December 20, 2011

Following recent e-commerce trends released by ComScore, online spending continues to grow at a consistent 15% rate. As reported earlier, holiday e-commerce spending rose 15% year-over-year to $26.8 billion for the first 42 days of the shopping season, through Dec. 12.

December 20, 2011

A new survey conducted by Visa revealed that 77% of consumers still need to buy holiday gifts this week.

December 19, 2011

With Christmas less than a week away, CVS Caremark is reminding shoppers that they can find gifts and deals at their local CVS/pharmacy.

December 14, 2011

A new survey by Angus Reid Public Opinion revealed a number of similarities and differences between the holiday shopping habits of people in North America and the United Kingdom.