OPERATIONS

Ascena names chief merchant for Maurices

BY Staff Writer

Suffern, N.Y. — Ascena Retail Group, parent to the Lane Bryant, Maurices and Dressbarn banners among others, said Monday it has named Erin Stern EVP and chief merchandising officer of its Maurices brand, effective April 15.

Stern spent the majority of her career at Gap in the Old Navy division, and also served as chief merchant for Juicy Couture and president of Bebe Sport.

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OPERATIONS

Saks names NYC flagship director

BY Staff Writer

New York — Saks Fifth Avenue announced Monday that John Cruz has been named SVP and director of the New York City flagship store, effective April 29.

Cruz currently serves as VP and general manager of the company’s Beverly Hills store. He has worked at the NYC store before – as general manager 2005-2007 and VP and GM 2007-2010.

Cruz replaces Suzanne Stemper-Johnson, who is leaving Saks to pursue other interests.

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OPERATIONS

Research: American Express and USAA tops in credit card customer experience

BY Staff Writer

Waban, Mass. — Research results released Monday by Temkin revealed that, based on a study of 10,000 U.S consumers, American Express and USAA earned the top spots in the credit card sector.

According to the 2013 Temkin Experience Ratings, HSBC was the lowest rated credit card issuer for the third consecutive year.

"USAA and American Express set the pace for customer experience in credit cards while HSBC is a real black sheep in the industry," said Bruce Temkin, managing partner, Temkin Group.

Temkin evaluates three areas of customer experience: functional, accessible and emotional.

The ratings include 10 credit card companies: American Express, Bank of America, Capital One, Chase, Citigroup, Discover, HSBC, U.S. Bank, USAA, and Wells Fargo.

Other research highlights included:

  • To earn their shared no. 1 overall status, American Express and USAA both ranked #89 across all industries with a Temkin Experience Rating of 70%. That represents a three-percentage point decline for USAA and an increase of two percentage points for American Express;
  • Capital One was the only other credit card issuer besides HSBC to earn a "very poor" rating, earning the next to lowest score in the industry, 59%; and
  • American Express earned the top functional rating, Discover earned the top accessible rating, and USAA earned the top emotional rating.
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