SUPPLY CHAIN

Marsh Supermarkets CEO joins Stop & Shop

BY Staff Writer

Indianapolis — Marsh Supermarkets said that Joe Kelley, chairman, president and CEO, has left the company to become president of Stop & Shop’s New England division. Marsh named COO Bill Holsworth as interim CEO, effective immediately.

At Stop & Shop, Kelley succeeds Mark McGowan, who was promoted to executive VP supply chain, Ahold USA. Both appointments are effective May 21.

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News

New Balance and Samsonite select VeriFone’s mobile POS solution

BY Staff Writer

San Jose, Calif. — VeriFone Systems announced that New Balance and Samsonite have selected VeriFone GlobalBay’s mobile point-of-sale solution.

The solution is designed to make it possible engage the customer in a more meaningful way by untethering the store associate from a fixed location POS register to provide mobile checkout at the point of interaction where its really needed. VeriFone GlobalBay apps also provide store associates with access to inventory, price and product information, as well as customer purchase history and recommendations.

Samsonite and New Balance will utilize the VeriFone GlobalBay mPOS app for iPod touch. Also, VeriFone’s Payware Mobile Enterprise card encryption solution for iPod touch provides Samsonite and New Balance with card acceptance, encryption of payment transactions and an interface with VeriFone’s Payware Connect gateway services.

Samsonite is deploying the VeriFone GlobalBay solution to support an innovative, back-to-school initiative.

“We wanted something that would enable us to get to market quickly and which simplifies the POS process,” said Robert W. Cooper, VP and general manager, retail, North America for Samsonite. “VeriFone GlobalBay mPOS cuts transaction time and provides consumers with better service.”

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OPERATIONS

Top 20 e-retailers in customer satisfaction; Amazon on top

BY Marianne Wilson

Ann Arbor, Mich. — Amazon continues to set the bar higher, achieving the highest rating on the annual Top 100 E-Retail Satisfaction Index by customer experience analytics firm ForeSee. Amazon outdid its 2011 score, climbing three points to 89, and four points higher than the second highest scoring websites, Apple.com (85) and QVC.com (85). (Scores of 80 or higher on ForeSee’s 100-point scale are considered superior customer satisfaction performances.)

“Amazon continues to set the standard for e-retailers. The truth is that every consumer who has visited Amazon knowingly or unknowingly benchmarks all other experiences against it, and why wouldn’t they? They do everything and they do it well,” said author Larry Freed, president and CEO of ForeSee.

Apple is also one of the most improved sites from last year, surging five points as did RueLaLa.com. Foot Locker (79) and JCrew.com (78) each jump four points, and 11 e-retailers improved three points. Netflix is four points down from a year ago, but it regained two points from the Index’s holiday season measure.

“We’re measuring the biggest players in the game, and they just keep getting better and better,” Freed said. “Because customer satisfaction, as we measure it, is predictive, that’s a good sign not only for the consumer experience, but for the bottom line of internet retailers as well."

Here are Top 20 scoring retailers (listed with their score):

  1. Amazon.com (89)
  2. QVC.com (85)
  3. Store.Apple.com (85)
  4. Keurig.com (84)
  5. Avon.com (83)
  6. LLBean.com (83)
  7. 1800Contacts.com (82)
  8. BN.com (82)
  9. Newegg.com (82)
  10. OrientalTrading.com (82)
  11. Scholastic.com (82)
  12. Vistaprint.com (82)
  13. Vitacost.com (82)
  14. Walmart.com (82)
  15. HSN.com (81)
  16. Kohls.com (81)
  17. Netflix.com (81)
  18. SwissColony.com (81)
  19. VictoriasSecret.com (81)
  20. Walgreens

The study uses ForeSee’s technology, which is based on a scientific methodology created at the University of Michigan and shows that higher satisfaction leads to improved loyalty and likelihood to make future purchases.

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