Best Buy Co., Inc.

In a presentation at last week’s eTail East 2008 conference in Washington, D.C., Barry Judge, chief marketing officer for the consumer electronics giant Best Buy, presented five concepts his company strives to accomplish to ensure its customers have an enjoyable shopping experience, no matter the channel. 1. Make sure the customer knows all that we know. Examples of this include Best Buy publishing the return rates for all of the products it sells, publishing service rates for personal computers, among others, Judge said. 2. Deliver an experience that adds value. Be sure to deliver on all of your promises, Judge advised. 3. Blow the

Catalogers’ Updates • Gander Mountain: Twelve years since it last mailed a catalog, this hunting, fishing, outdoor apparel, and lifestyle products and services marketer has returned to the catalog industry. In late April, Gander mailed a 324-page catalog from its Overton’s subsidiary containing products from Overton’s, Gander Mountain and others to more than 2 million customers. Plans call for catalogs carrying exclusively Gander Mountain products to be mailed later this year. The company also expects to convert its informational Web site into a transactional one later this year. • Dell: The personal computer marketer continued its recent cost-cutting initiative by laying off 250 workers

Going “green” will become increasingly important for multichannel merchants as consumers’ spending habits continue to be influenced by environmental concerns. According to the 2007 Annual National Shopping Behavior Survey by KPMG, a vast majority of holiday shoppers expressed a willingness to pay more for ecofriendly gifts and took note of the countries where items were made. The recent survey of 815 shoppers was conducted randomly by telephone. Here are some highlights of the survey: * 88 percent of respondents said they were very concerned about the environment, with 74 percent saying they buy environmentally friendly products; * 60 percent of those respondents were willing

People On the Move Neiman Marcus: The multichannel apparel marketer has promoted its retail division president/CEO Karen Katz to executive vice president of the parent company, Neiman Marcus Group. The company has also promoted the Group’s senior vice president and CFO James Skinner to executive vice president and CFO. Sears: The multichannel retailer has hired Louis Ramery as its new senior vice president, customer relationship marketing. Ramery, who’ll have overall responsibilities for developing and executing the Sears Holdings’ relationship marketing strategies and programs, will report to Maureen McGuire, Sears Holdings’ chief marketing officer. He was previously with Digitas, a marketing agency network. J.C. Penney: The multichannel

According to STORES magazine’s inaugural Favorite 50 survey, conducted by BIGresearch, consumers are drawn most to Web sites that offer a variety of choices. Topping the publication’s rankings for customers’ favorite online retail companies was Amazon.com, whose broad product array connects with consumers. Following Amazon’s site was another site full of possibilities, eBay.com. The rest of the top 10 is below, followed by a list of all catalog companies ranked in the top 50. 3. WalMart.com 4. BestBuy.com 5. JCPenney.com 6. Target.com 7. Kohls.com 8. Overstock.com 9. Google.com 10. Sears.com The following catalogers were also on the list (followed by actual rank): LandsEnd.com (13),

A successful loyalty program can be a boon to a business. It helps to stem customer attrition, maintain or increase market penetration and, most importantly, improve bottom-line profits. Yet for many consumers, they’re a source of frustration and anger. In a recent webinar, “Best of the Worst: Avoiding Loyalty Blunders, Missteps and Disasters,” copresenters Bill Brohaugh, managing editor for customer loyalty firm COLLOQUY and Kelly Hlavinka, director at COLLOQUY, provided tips and examples to make loyalty programs a source of pride, not headaches. Here are some of their best tips: 1. Set tiered bonus levels. Referencing COLLOQUY’s recent study of 2,000 loyalty programs, which

Recent corporate financial scandals have called into question the quality of corporate earnings. Just because we don’t often hear about companies that thrive via positive, healthy, organic growth — by growing their customer base, creating new products and mastering operational efficiency — doesn’t mean they don’t exist. They do. What’s more, these companies convincingly demonstrate that you can be a high-performance organic growth company without resorting to accounting and earnings manipulations and without commoditizing and devaluing your employees. So what’s necessary if you want to grow a successful big business organically? Below are the three keys to successful growth and a few examples of

How can you get more e-mail sign-ups from your site visitors? E-mail sign-up is simple: a few clicks followed by a handful of keystrokes. But the same process of close comparative scrutiny also can improve complex processes, such as cart and check-out. This article focuses on the e-mail sign-up process at 45 multichannel retailers. For this study, I pulled 45 sites at random, taken from some of the larger merchants in the country. I signed up for e-mail at each using a fresh Gmail account. (For the full methodology and detailed scores and notes for each site, visit www.rimmkaufman.com/e-mail-sign-up-study.) I conducted these tests in

The Web site of multichannel hunting and fishing merchant Cabela’s provides the best foundational customer experience, according to Cisco Internet Business Solutions Group’s benchmark study on enhanced customer experiences. Cisco’s definition of foundational capabilities includes ease of use, some personalization, free content, and secure, reliable transactional processes. The study benchmarked 20 major merchandise Web sites, and rated the buyer’s experience throughout the entire shopping lifecycle. The top five online retailing sites in foundational capabilities according to Cisco: 1. Cabela’s 2. Best Buy 3. Amazon.com 4. Recreational Equipment Inc. (REI) 5. Sears Other data revealed om Cisco’s study: * 81 percent of those sites surveyed