L.L. Bean takes top 2013 online customer experience ranking
Chicago — L.L. Bean has been ranked number one in online customer experience. The E-tailing Group 2013 Customer Experience Index, based on a mystery shopping study conducted during the fourth quarter of 2013, awarded L.L. Bean a top score of 88.75, followed by HSN at 87.25.
Other retailers scoring higher than 80 included Office Depot, Overstock, Amazon, Wal-Mart, Sears, Abt, Target, and Dick’s Sporting Goods. Average score in 2013 was 71.06, up from 69.3 in 2012. Repeat winners from 2012 included Amazon and Office Depot.
In addition, a key page analysis of the five fundamental site pages revealed that HSN, L.L Bean and Staples came close to perfection as their key page total well surpassed the 18.8 average where all scored 21.75 or above. Merchandising and customer service saw year-over-year scoring gains of 3.7% and 2.6% respectively while key pages improved by less than a 1% margin with a slight tweaking of potential points to reflect industry changes.
Cabela’s net income, revenue grow during Q4, fiscal year 2013
Sidney, Neb. — Net income and revenue increased at Cabela’s during the fourth quarter and full fiscal year 2013. For the quarter, net income rose 18% year-over-year to $80.1 million from $68 million, and for the year grew 29% to $224.4 million from $173.5 million.
Meanwhile, revenue increased 3% during the quarter, to $1.08 billion from $1.05 billion, and 14% during the year, to $3.2 billion from $2.8 billion. Same-store sales dropped 3.5% during the quarter Tommy Millner, CEO of Cabela’s, said soft same-store, ammunition and holiday sales led to fourth quarter growth that did not meet expectations.
"Cabela’s revenue and earnings per share for the full year grew at a double-digit rate for the fifth consecutive year," said Millner, Cabela’s CEO. "However, results for the fourth quarter did not meet our expectations, which were set earlier under more robust conditions. Specifically, the two biggest short-term factors affecting results in the quarter were a much sharper than expected decline in ammunition sales as compared to last year’s surge and a softer than expected holiday season as evidenced elsewhere. On the other hand, comparable store sales excluding firearms and ammunition were down 3.5% with positive comparable store sales in hunting apparel, men’s casual apparel, footwear and non-shooting related hunting equipment in the quarter."
Catalogs.com launches Dynalog
Fort Lauderdale, Fla. — Catalogs.com has launched Dynalog, a new dynamic digital catalog solution that enables retailers to create interactive e-catalogs that are optimized for Web and mobile devices. The solution does not use PDFs or shrink down existing catalogs into digital format, but allows retailers to develop, customize and launch customized digital catalogs within 30 minutes.
“Clients are finding it extremely easy and effective to email their Dynalog to existing customers, add it on newsletters, and share it on social media platforms including Facebook, Pinterest and Twitter,” said Richard Livensky, president and co-founder of Dynalog. “The best part about Dynalog is that it delivers a far superior experience at a fraction of the cost of developing a PDF catalog.”