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Motorola study: Most retail managers say consumers better informed than associates

BY Katherine Boccaccio

Schaumburg, Ill. — A holiday shopping study released Wednesday by Motorola Solutions found that technology continues to radically transform the traditional holiday shopping experience, as 61% of surveyed retail managers believe that shoppers are better connected to information than in-store associates, increasing from nearly 59% in 2011 and 51% in 2010.

Surveyed shoppers echoed a similar sentiment – as nearly one-half (46%) of Gen Y shoppers, 38% of Gen X shoppers and 32% of Boomer shoppers felt better connected to product information than associates.

According to the study, the increasing utilization of shopping-related technologies is having an impact on the shopper experience across varied age demographics. Key findings include:

  • 64% of Gen Y and 52% of Gen X shoppers used their personal mobile device for shopping-related activities compared to only 37% of Boomer and less than 15% of pre-Boomer shoppers.
  • 46% of Gen Y and 36% of Gen X shoppers agreed that they can more readily locate information on their personal mobile device rather than asking a store associate for assistance. Only 19% of Boomer and less than 12% of pre-Boomer shoppers agreed.
  • 54% of Gen Y and 43% of Gen X shoppers were likely to access guest Wi-Fi for shopping-related activities. This compares with 34% of Boomer shoppers and 20% of pre-Boomer shoppers.
  • Boomers are four times more likely to increase their spending as the result of a helpful associate than by using self-service technology.
  • 47% of respondents asserted they have a better experience when sales associates use the latest technologies to assist them.
  • 48% reported that helpful store associates motivated them to spend more in-store.
  • More than half of 72% of shopping-related walkouts resulted in lost sales – an average loss per abandonment of $156.
  • 63% of store managers agree that they need more real-time information to better ensure customer satisfaction.

“It is clear that retailers who embrace technology to enable their store associates to directly engage shoppers are creating differentiation through customer service,” said Eduardo Conrado, SVP and chief marketing officer, Motorola Solutions. “With nearly one-half of surveyed shoppers stating that they have a better experience when retail associates use the latest technology, retailers’ adoption of the right technology that targets shoppers of various age groups will help drive greater customer satisfaction and increased sales opportunities.”

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R.Von says:
Mar-16-2013 04:56 am

This is true, technology has
This is true, technology has been enhancing consumer's holiday shopping efforts, making it more easier and comfortable. - Rich Von Alvensleben

R.Von says:
Mar-16-2013 04:56 am

This is true, technology has been enhancing consumer's holiday shopping efforts, making it more easier and comfortable. - Rich Von Alvensleben

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A.C. Moore selects Epicor Retail CRM to enhance customer loyalty

BY Katherine Boccaccio

Dublin, Calif. — Epicor Software Corp. said Wednesday that A.C. Moore Arts & Crafts has selected and implemented the company’s Retail Customer Relationship Management solution to strengthen customer relations and support future loyalty/reward initiatives.

A.C. Moore wanted to better understand its customers and strengthen engagement through a richer customer experience. To do this, A.C. Moore needed to bring data together from disparate systems as well as bring analysis of that data in-house. To meet these goals, company executives selected Epicor Retail CRM to unify customer data, enhance point of sale functionality, and establish a foundation to support their vision for more robust customer engagement. The company is also leveraging Epicor Retail CRM web extensions to integrate its CRM platform with its e-commerce channel.

“We knew that for A.C. Moore to be successful we needed a partner that could help us break down the various silos of data and give us one view of our customers from all channels, which would then provide A.C. Moore a more intuitive ability to be in sync with its most important commodity – our customers,” said Kathy Bailey, EVP IT operations for A.C. Moore.

The Epicor Retail CRM solution and related functionality was deployed in approximately 100 days. Prior to Epicor, A.C. Moore leveraged store systems from multiple vendors across multiple databases, which lacked the efficiency, convenience and streamlined experience they desired for employees and customers alike. Leveraging the Epicor Retail CRM solution, A.C. Moore now has a 360-degree view of its customers, arming the retailer with a broad set of complementary tools to build and manage loyalty programs, execute and manage campaigns and promotions, analyze customer data and transaction information across sales channels, segment and manage lists, and analyze and measure the impact of CRM efforts.

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J.Iris says:
Mar-18-2013 05:51 am

Knowing about customer's
Knowing about customer's behavior is most important for a company to manage a long term relationships with loyal customers. - Michael Courouleau

J.Iris says:
Mar-18-2013 05:51 am

Knowing about customer's behavior is most important for a company to manage a long term relationships with loyal customers. - Michael Courouleau

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New items fuels 2Q success at General Mills

BY CSA STAFF

Greek yogurt is all the rage in the dairy aisle and General Mill’s Yoplait brand of the popular product and other new items made meaningful contribution to the company’s second quarter sales.

General Mills singled out new products such as Yoplait Greek and Greek 100 calorie yogurts, Nature Valley protein bars, Peanut Butter Multigrain Cheerios and Progresso Recipe Starters sauces as making the strongest contributions to sales during the second quarter ended November 25. Other products making meaningful contributions included Lucky Charms and Chex cereals, Fiber One 90 calorie snack bars, Totino’s frozen snacks and Pillsbury refrigerated crescent rolls.

The company said its total sales increase 6% to nearly $4.9 billion and operating profits increased nearly 10% to $959 million and net earnings increased 21.8% to $542 million.

"Our U.S. Retail segment posted gains in pound volume, net sales and operating profit," said Ken Powell, General Mill’s chairman and CEO. "The Bakeries and Foodservice segment generated strong double-digit operating profit growth. And our International segment recorded good sales and profit growth for established businesses in addition to the incremental contributions from Yoki and Yoplait Canada."

Sales at the U.S. Retail segment increased 2% to nearly $3 billion, but operating profits increase 9% to $723 million.

Looking ahead, the company expects inflation in the 2% to 3% range with this past summer’s drought expected to modestly increase second-half inflation rates.

"As we move into the second half, the global operating environment remains challenging," Powell said. "We are working to build on our good performance year-to-date. We’re launching a promising slate of new products in our core U.S. market. And we have strong levels of advertising and in-store merchandising planned to support new and existing products in markets worldwide."

 

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