News

Amazon, QVC, Apple lead in mobile satisfaction; Target among most improved

BY Katherine Boccaccio

Ann Arbor, Mich. — Amazon has extended its domination of e-retail into the mobile platform, according to the ForeSee Mobile Satisfaction Index: Holiday Retail Edition, released on Tuesday by ForeSee.

In a survey of more than 6,200 consumers collected during the peak holiday shopping season between Thanksgiving and Christmas, Amazon scored highest among 25 of the top mobile commerce companies.

On the 100-point scale, Amazon topped the list at 85, with Apple (83), and QVC (83) close behind. Rounding out the top five are NewEgg (80) and Victoria’s Secret (80). The retailers with the biggest improvements over time include Target (+5), Victoria’s Secret (+5), and Barnes & Noble (+4).

"The mobile platform is maturing much faster than the PC platform,” said Larry Freed, president and CEO, ForeSee. “We see it in the rate of consumer adoption, and fortunately we are seeing it in how well the top retailers are adapting to multichannel consumers who are embracing yet another powerful tool.”

The study investigated the role and impact of mobile on showrooming, revealing that while nearly 70% of survey respondents reported using a mobile phone while in a retail store during the 2012 holiday season, most of those consumers (62%) accessed that store’s site or app.

But the competitive threat of showrooming still exists, as 37% reported accessing a competitor’s site or app.

Other key findings include:

  • At the aggregate level, customers rate their traditional web experiences (79) very similarly to their mobile experiences (78). But at the individual company level, satisfaction varies between retailers’ websites and mobile sites.
  • More than half of respondents visited the company’s website as their first step in shopping experience (57%) and were highly satisfied with that interaction (80).
  • Only 6% reported visiting the company’s website, mobile site, or app via mobile phone as their first step while shopping, but they are a very satisfied group (80).
  • Customers are more satisfied with their mobile experience for retailers than with financial services. In a similar study of financial services mobile experience conducted in November, the average satisfaction score for the largest financial services companies’ mobile sites and apps scored 77, trailing retailers, which scored 78 in this report.
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S.Hance says:
Mar-12-2013 06:11 am

Apple will always be a great
Apple will always be a great brand in terms of moobile phones and ipads,tablets and etc. They still got the heart of the other people to stick on their brand. - Peter F. Spittler

S.Hance says:
Mar-12-2013 06:11 am

Apple will always be a great brand in terms of moobile phones and ipads,tablets and etc. They still got the heart of the other people to stick on their brand. - Peter F. Spittler

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OPERATIONS

Poll: Amazon leads reputation rankings

BY Katherine Boccaccio

New York — In a survey released Tuesday, Amazon.com topped America’s list of companies with great reputations, joined by Apple and Google in the top five.

The 2013 Harris Poll Reputation Quotient, which polls the general public about the reputations of the 60 most visible U.S. companies, put Amazon in the top spot for the first time, although it consistently has earned high rankings. Amazon edged out Apple, which ranked first last year and second in 2013.

Walt Disney Co., Google, and Johnson & Johnson completed the top five.

Other highlights of the survey include:

  • 16% of the public feels the reputation of corporate America showed some improvement, 7% percent more than in 2012, while 49% said it declined, which was 11% less than last year.
  • Only six companies achieved RQ scores of 80 and above, which signifies a great reputation, 25% fewer companies than in 2012 and nearly two-thirds less than just two years ago.

"The public seem to have become pragmatically realistic with their expectations of corporate America," said Robert Fronk, EVP reputation management at Harris Interactive, publisher of the Harris Poll. “And we characterize this year’s overall findings as the great muddling of corporate America."

AIG and Goldman Sachs repeated as the bottom two reputation positions. Best Buy and Honda experienced the greatest decline in RQ scores, 6.76 and 4.73 points, respectively.

RQ measures six dimensions that comprise reputation and influence consumer behavior. The dimensions and the 2013 leaders are:

  • Social Responsibility: Whole Foods
  • Emotional Appeal: Amazon.com
  • Financial Performance: Apple
  • Products & Services: Amazon.com
  • Vision & Leadership: Apple
  • Workplace Environment: Google

Amazon earned nearly 100% positive ratings on all measures related to Trust. More than 50% of respondents also recall discussing Amazon with friends and family in the past year, and nearly 100% of these conversations were positive.

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OPERATIONS

American Express launches ‘pay-by-tweet’ venture

BY Staff Writer

New York — American Express has launched a new venture with Twitter, that could lead to a whole new category of shopping.

The partnership enables American Express cardmembers to sync eligible cards with Twitter, giving them the ability to use special #hashtags to buy American Express Gift Cards and products from Amazon, Sony, Urban Zen and Xbox 360. American Express’ proprietary Card Sync technology powers the experience. Card Sync first launched on Twitter last March to deliver couponless savings to Cardmembers who tweet special offer #hashtags from merchants.

The $25 American Express Gift Card can be purchased using a synced American Express Card starting today for only $15 by tweeting #BuyAmexGiftCard25 (quantities limited, offer expires 3/3/13, limit one per Cardmember). The remaining catalog of products goes on sale Wednesday, Feb. 13 at noon, EST, when the full list of special product #hashtags will be released and highlighted as "favorites" on the @AmericanExpress Twitter page. Cardmembers can sync their Cards in advance by visiting sync.americanexpress.com/twitter.

"Based on the initial success of Amex Sync for offers, we know there is significant power in combining our assets with Twitter’s platform to bring value to Cardmembers and merchants," said Leslie Berland, SVP digital partnerships and development at American Express. "Now, we’re leveraging our unique technology and closed-loop network to introduce a seamless solution that redefines what’s possible in the world of social commerce."

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S.Hance says:
Mar-12-2013 06:14 am

Twitter is the second famous
Twitter is the second famous social network sites. Twitter is easy accessible sites also for others. - Peter F. Spittler

S.Hance says:
Mar-12-2013 06:14 am

Twitter is the second famous social network sites. Twitter is easy accessible sites also for others. - Peter F. Spittler

Polls

Consumer confidence is high. Is that reflected in your stores’ revenues?

View Results

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