News

Lacoste exec Birkhold named Bebe CEO

BY CSA STAFF

BRISBANE, Calif. — Steve Birkhold was named CEO at Bebe on the same day that the company reported a worse than expected second quarter loss and a 10.5% comp decline.

Birkhold, who previously served as president and CEO at Lacoste, will be tasked with leading a turnaround at the struggling specialty retailer.

Birkhold, who replaces founder Manny Mashouf, headed Lacoste’s North American business, and helped build upon a globally recognized brand, elevating its fashion offering, while guiding the business to increased revenues and profitability. The appointment comes three months after Bebe’s board said it had started a search for a new CEO.

“I am extremely pleased about the exciting new phase that Bebe is entering with the appointment of Steve Birkhold as CEO,” said Mashouf. “Steve is an accomplished industry leader who has grown iconic brands, guided businesses in new strategic directions, and built strong management teams. Most importantly, he shares our passion for the Bebe brand. We are eager to continue our journey toward becoming a global, omni-channel company. Steve will help us develop and execute strategies to reach that goal by growing our brand, expanding our distribution channels, and evolving our customer experience.”

Prior to his tenure at Lacoste North America, Birkhold was CEO of Diesel USA, where he helped grow the top-line and strengthen the organization’s infrastructure. Earlier, he held several key executive positions at VF Corporation, including GM of Nautica Jeans, president of Earl Jeans, and GM of Lee Jeans. He began his career at May Company, where he eventually had responsibility for women’s denim and menswear.

“It is an extraordinary honor to join Manny and the Bebe team in taking the brand to its next level of growth. I look forward to positioning Bebe for the dynamic changes taking place in our industry—and for the tremendous opportunities that lie ahead for the company. I view my role as helping to keep the brand true to its heritage of style and sensuality, keeping relevant to both existing and potential new consumers, while building a world class, omni-channel retail strategy that seamlessly integrates in-store, on-line, mobile and social media experiences,” said Birkhold.

keyboard_arrow_downCOMMENTS

Leave a Reply

No comments found

TRENDING STORIES

Polls

Are you hiring seasonal employees this year?

View Results

Loading ... Loading ...
News

Online satisfaction slipped at Walmart

BY CSA STAFF

An annual holiday e-retail satisfaction report produced by analytic’s firm ForeSee showed a slight deterioration in Walmart’s satisfaction score during the holidays.

Amazon.com, LLBean.com and QVC.com were the top three retailers on ForeSee’s Annual Holiday E-Retail Satisfaction survey while Walmart.com fell in the middle of the pack.

This is the eighth year the customer experience analytics firm has conducted the survey examining shopper satisfaction with the nation’s top e-commerce players. Rounding out the top 10 in order of their appearance were Vitacost.com, Esteelauder.com, Vistaprint.com, 1800contacts.com, Keurig.com, Scholastic.com. Avon.com and Cabelas.com. The satisfaction report results are based on 24,000 responses from visitors to the top 100 Web sites between Thanksgiving and Christmas with each company assigned a score on a 100 point scale. Walmart scored a 78 this year compared to 79 last year.

That put the company dead on the aggregate customer satisfaction score which stagnated at 78 this year while a few big-name retailers suffered declines. For example, Apple’s online retail store slid 4% to 80, slipping from a tie for second place and out of the top five entirely, registering its lowest score in four years. PC competitor Dell.com also fell 4% to 77 and below the Index average. But the biggest year-over-year decline goes to JCPenney.com, with a 6% decline to 78.

"This year, we’re seeing that even some of the largest companies in the country are at risk if they lose sight of customer satisfaction," said Larry Freed, ForeSee president and CEO. "Satisfaction with the customer experience, when measured correctly, is the most important predictor of future success, and while Amazon clearly gets it, Apple stumbles from their usual focus on the customer experienceDell, and J.C. Penney seem to be struggling to find their way, which could make them extremely vulnerable to competitors."

Amazon.com continues to set the standard for customer satisfaction, matching the record high of 88 it set last year in the holiday edition of the Index. Amazon has had the highest scores in the Index for eight years in a row.

"At this point, Amazon has been dominant for so long and has such a history of focusing on the customer, its hard to imagine anyone else coming close," Freed said.

Shopper Satisfaction with Top 100 Online Retailers in the U.S., Holiday 2012

Website
Holiday 2011
Holiday 2012
Year-Over-Year Point Change
Amazon.com
88
88
0
LLBean.com
81
85
4
QVC.com
83
84
1
Vitacost.com
NM
84
NA
esteelauder.com
NM
83
NA
Vistaprint.com
83
83
0
1800Contacts.com
83
82
-1
Keurig.com
NM
82
NA
Scholastic.com
NM
82
NA
Avon.com
83
81
-2
Cabelas.com
79
81
2
HSN.com
76
81
5
Newegg.com
82
81
-1
1800Flowers.com
NM
80
NA
Blair.com
NM
80
NA
chicos.com
NM
80
NA
freshdirect.com
NM
80
NA
HPShopping.com
80
80
0
Kohls.com
79
80
1
MusiciansFriend.com
NM
80
NA
Netflix.com
79
80
1
OrientalTrading.com
NM
80
NA
Shutterfly.com
NM
80
NA
Store.Apple.com
83
80
-3
VictoriasSecret.com
81
80
-1
Walgreens.com
NM
80
NA
BN.com
81
79
-2
EdibleArrangements.com
NM
79
NA
Nordstrom.com
77
79
2
saksfifthavenue.com
NM
79
NA
Sony Store, Online
74
79
5
Target.com
76
79
3
WeightWatchers.com
NM
79
NA
Williams-Sonoma.com
80
79
-1
amway.com
NM
78
NA
AnnTaylor.com
NM
78
NA
Costco.com
79
78
-1
DisneyStore.com
NM
78
NA
FootballFanatics.com
NM
78
NA
HomeDepot.com
78
78
0
JCPenney.com
83
78
-5
MicrosoftStore.com
NM
78
NA
OfficeDepot.com
75
78
3
ShopNBC.com
NM
78
NA
SierraTradingPost.com
NM
78
NA
SportsmansGuide.com
80
78
-2
Walmart.com
79
78
-1
BestBuy.com
78
77
-1
cdw.com
NM
77
NA
Dell.com
80
77
-3
EddieBauer.com
NM
77
NA
gamestop.com
NM
77
NA
Gap.com
73
77
4
Grainger.com
NM
77
NA
JCrew.com
NM
77
NA
Macys.com
78
77
-1
NeimanMarcus.com
78
77
-1
net-a-porter.com
NM
77
NA
OfficeMax.com
75
77
2
Peapod.com
NM
77
NA
RalphLauren.com
NM
77
NA
Staples.com
78
77
-1
symantec.com
NM
77
NA
thebay.com
NM
77
NA
UrbanOutfitters.com
NM
77
NA
AE.com
NM
76
NA
BassPro.com
NM
76
NA
BlueNile.com
NM
76
NA
CVS.com
NM
76
NA
FootLocker.com
NM
76
NA
Hayneedle.com
NM
76
NA
Nike.com
NM
76
NA
NorthernTool.com
NM
76
NA
REI.com
NM
76
NA
TigerDirect.com
79
76
-3
Toysrus.com
75
76
1
Abercrombie.com
NM
75
NA
AutoPartsWarehouse.com
78
75
-3
Buy.com
74
75
1
efollett.com
NM
75
NA
Lowes.com
NM
75
NA
Overstock.com
72
75
3
PCMall.com
NM
75
NA
Sears.com
75
75
0
ShoeBuy.com
NM
75
NA
shopmyexchange.com
NM
75
NA
wayfair.com
NM
75
NA
FTD.com
NM
74
NA
PCConnection.com
NM
74
NA
shop.com
NM
74
NA
crateandbarrel.com
NM
73
NA
Nutrisystem.com
NM
73
NA
RueLaLa.com
NM
73
NA
Fingerhut.com
NM
72
NA
Gilt.com
NM
72
NA

keyboard_arrow_downCOMMENTS

Leave a Reply

No comments found

TRENDING STORIES

Polls

Are you hiring seasonal employees this year?

View Results

Loading ... Loading ...
News

Tax refund season comes to Walmart

BY CSA STAFF

More than 2,800 Walmart locations now feature Jackson Hewitt brand tax preparation services and the opportunity to drive big ticket sales once shoppers get their hands on refund checks.

It is a smart strategy for both companies as Jackson Hewitt gains access to Walmart’s weekly flow of roughly 140 million customers and Walmart gains access to shoppers’ refund dollars. Approximately 75% of taxpayers eligible to receive a refund receive an average of $3,000, according to the companies, and Walmart is willing to cash those checks for a nominal fee for customers who don’t have the funds directly deposited into an account.

In addition to this year’s expanded footprint of preparation locations, Jackson Hewitt and Walmart are offering free filing of form 1040EZ, low price check cashing, and the ability to start returns early through Jackson Hewitt’s free W-2 download service.

"Jackson Hewitt has had an ongoing partnership with Walmart and its MoneyCenters for several years because we believe in making the tax preparation and filing process as easy and convenient as we can for our customers and theirs," said Philip H. Sanford, president and CEO of Jackson Hewitt. "We want to bring ‘Tax Refund Joy’ to Walmart even earlier this year, and to do this, we are offering taxpayers several benefits and services at our in-store Walmart kiosks."

Once refunds arrive, Walmart will cash checks up to $1,000 for $3 and checks up to $7,500 for $6.

keyboard_arrow_downCOMMENTS

Leave a Reply

No comments found

TRENDING STORIES

Polls

Are you hiring seasonal employees this year?

View Results

Loading ... Loading ...