Report: China fastest-growing POS market in Asia
Franklin, Tenn. – China was the fastest-growing country in Asia during 2013 in terms of new POS terminal installed. According to a new report from IHL Group, “Asia/Pacific POS Terminal Study,” China had 12% year-over-year growth in year-over-year POS terminal installations.
The Asia/Pacific region as a whole experienced 6.5% POS terminal growth. Other findings include that uncertainty about foreign ownership of retailers slowed POS growth in India to 8% and that Vietnam was the newest hot market for new POS devices.
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Report: Customer service drives retail paint sales
Westlake Village, Calif. — Paint retailers with well-trained staffers will drive a more positive purchase experience, this according to the J.D. Power 2014 Paint Satisfaction Study.
The study, released Thursday, measured customer satisfaction with major paint retailers, including Sherwin Williams and Ace Hardware, as well as home-improvement chains such as Home Depot and Lowe’s. Satisfaction levels were based on evaluations from customers who purchased paint during the past year and were measured based on merchandise; sales and promotions; staff; store facility; and store services.
"Satisfied customers are more likely to repurchase from a paint retailer and recommend that retailer,” said Christina Cooley, director of home improvement industries at J.D. Power. “For paint retailers with lower satisfaction, there is a great opportunity to provide a differentiated retail experience to move customers toward a stronger commitment to repurchase and recommend."
For the second year in a row, Sherwin-Williams topped the customer satisfaction rankings, followed by Ace Hardware. Lowe’s, Home Depot and Menards scored average rankings, and Walmart was deemed below average.
Other key findings of the report included:
• Staff, including their availability, courtesy, paint knowledge and concern for the customer’s needs, is the most important factor differentiating the customer experience and in driving customer satisfaction with paint retailers.
• Among paint retailer customers, 41% say they "definitely will" repurchase paint from their retailer, while 55% "probably will" repurchase.
• More than one-third (40%) of customers say they "definitely will" recommend their paint retailer.
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Lowe’s names Customer Experience executives
Mooresville, N.C. — Lowe’s Cos. has named Joseph M. (Mike) Mabry as strategy and experience design executive, replacing Robert J. Gfeller who left the company last month.
Michael P. McDermott has been promoted to chief merchandising officer, replacing Michael A. Jones, who will assume the role of chief customer officer, effective April 30.
In his new role, Mabry will focus on developing U.S. strategy, aligning experience design and building a capabilities roadmap that delivers omni-channel customer experiences across the company’s U.S. business. He will retain responsibility for digital interfaces, including Lowes.com and ATGstores.com. Mabry joined Lowe’s in 2003 and led the company’s supply chain organization until 2012 when he was named digital interfaces executive.
McDermott will be responsible for the merchandising offering for Lowe’s U.S. business, pricing and promotion, and all global sourcing activities. He joined Lowe’s in 2013 as senior VP, general merchandising manager-building and maintenance.
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