How Retailers Have Turned the Boomer Woman Into the Ideal Multichannel Shopper
January 27, 2011 is the leading online community for baby boomer women, a site where they connect on issues unique to their stage of life. After more than two years of asking them to explain what that lifestage means, I can report one nearly uniform emotion they all share: they hate shopping in retail stores. Tops Customer Service Survey
January 14, 2011

In a survey of 9,200 shoppers, took top honors in the sixth annual NRF Foundation/American Express Customers’ Choice survey, conducted by BIGresearch. The results were announced at the Annual Retail Industry Luncheon during the National Retail Federation’s BIG Show in New York City.

How L.L. Bean, Amazon and Nordstrom Create Positive Service Experiences
January 11, 2011

For online retailers, a positive service experience relates to a consumer’s ability to quickly find a suitable product; the accurate portrayal of goods in terms of features, colors and sizes; a speedy website; and how quickly questions about a product are answered. Let’s look at how L.L.Bean, and Nordstrom have optimized their customers’ web-based service experiences.

Will Postive Outlook of Same-Store Sales Continue?
January 5, 2011

The outlook for same-store sales continues the improvement trend begun in September, according to the December ForecastIQ. But with consumer confidence more than two points lower in December 2010 than December 2009, it's not certain if the continuing improvement trend will bring sustainable recovery.

Nordstrom Net Up Despite Sales Drop at Outlets
November 16, 2010

Norstrom Inc.'s fiscal third-quarter earnings jumped a more-than-expected 43 percent on sales and margin gains. However, the company's expanding clearance division saw comparable sales drop.

Smaller Retail Sales Growth Seen in October
November 8, 2010

Same-store retail sales for October were up 1.7 percent, a smaller increase compared to the gains in September with 2.8 percent and 2.3 percent in October 2009, according to Kantar Retail's monthly report of 31 U.S. retailers.

REI Takes Top Spot in Digital IQ Study
September 15, 2010

In a new study, the first and largest of its kind, NYU Stern Professor of Marketing Scott Galloway and a team of experts from L2, a think tank for digital innovation, evaluated and ranked 82 prestige specialty retail brands’ Digital IQ. The study measures site and e-commerce strength, digital marketing and mobile capabilities, social media savvy and search engine marketing and optimization.

Consumer Knowledge Spurs T.J. Maxx and Ross' Success
September 13, 2010

TJX delivered a three percent comparable store sales increase and a 17 percent increase in net income in the second quarter. Ross Stores comps gained four percent in the second quarter in addition to a strong increase in earnings. Neither TJX nor Ross is getting their comp gains by pushing unprofitable discounts. Evidence that both stores have proven particularly good at translating customer knowledge into additional sales comes from their track record with new product categories.