OPERATIONS

Burger King expands delivery service to two new markets

BY Katherine Boccaccio

Miami — Burger King Worldwide announced Thursday that it has expanded its meal delivery program to include Las Vegas and Sacramento, Calif.

The BK Delivers program, which currently delivers meals to homes and offices in New York, Miami, Houston, Los Angeles, Chicago, San Francisco and Washington, D.C., will now have six participating restaurants in Sacramento and eight more in Las Vegas implementing the service.

“As its popularity has grown, we have seen an increasing demand for the program in other markets," said Alex Macedo, president of North America, Burger King Worldwide.

BK Delivers allows guests in the delivery zone to customize and order Burger King items by visiting BKDelivers.com from a computer or mobile phone or by calling a dedicated toll free number. The system is designed to remember orders to enable one-touch ordering with subsequent orders. A $10 minimum food order is required to utilize the service.

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Consumer confidence rises on economic optimism

BY Katherine Boccaccio

New York — A Thursday report by Bloomberg said that U.S. consumer confidence for the week ended May 19 advanced, indicating that Americans’ outlook on the economy is optimistic.

The weekly Bloomberg Consumer Comfort Index increased to minus 29.4 from minus 30.2 the prior week. A measure of personal finances was positive for a sixth consecutive week, the longest stretch in more than five years, according to Bloomberg.

“Price appreciation in domestic equity markets and housing has likely bolstered confidence of Americans in the sustainability of the current expansion,” said Joseph Brusuelas, a senior economist at Bloomberg LP in New York. “The late arrival of the recovery in housing should serve to elongate that expansion.”

The comfort gauge has been hovering close to a five-year high of minus 28.9 reached at the end of April. It foreshadowed a similar gain in the Thomson Reuters/University of Michigan index of consumer sentiment, which reached an almost six-year high this month.

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A.T. Kearney study: Retailers under-utilizing customer data

BY Marianne Wilson

Chicago — Leading retailers are much better than other retailers at collecting data, measuring activities, acting on their insights, and measuring again to see the results, according to A.T. Kearney’s 2013 Achieving Excellence in Retail Operations (AERO) Study.

The study also revealed that even with the proliferation of technology and vast quantities of store and customer data, retailers also need to focus on the core principles of retailing – employees, customers and the interactions among them. The retailers that most actively engaged their employees and customers were the most successful, according to the report.

“Leading retailers encourage measurement of the right data, invest in the skills to gain insights from that data, and use those insights effectively to frame future actions,” said Joel Alden, A.T. Kearney partner and co-author of the study.

In the area of store operations, the AERO study analyzed the importance of field managers. The study findings show that across the board – at the district and regional level and above – managers are overseeing more stores than in the 2010 study. Retail field managers are spending too much time on administration and not enough time in the field.

The AERO study also addressed the importance of front-line staff, and found that while these employees interact with customers all day long, gaining valuable insights into customer needs, few retailers take full advantage of these insights.

Adam Pressman, A.T. Kearney principal and co-author of the study, commented, “The problem today is a lack of formal requirements or processes to gather these employee insights. Leading retailers create formal pipelines that capture and use these insights.”

To access the full report go to www.atkearney.com/AERO

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