OPERATIONS

Report confirms strong connection between customer experience and loyalty

BY Marianne Wilson

New York — Customer experience is highly correlated to loyalty in both the United States and the United Kingdom, according to a new report by Temkin Group.

According to "The ROI of Customer Experience" study, a $1 billion U.S. company can generate between $141 million and $382 million over three years if it makes a modest improvement in the customer experience it delivers.

In the United States, where Temkin Group analyzed 18 industries, fast food chains, retailers, and supermarket chains experience the largest gains from customer experience improvements.

The research compared customer experience leaders — those companies that significantly outperform their industry peers — with customer experience laggards that have poor customer experience ratings. Companies that are customer experience leaders in both countries enjoy at least a 16 percentage point advantage over customer experience laggards in key loyalty areas like the willingness of consumers to buy more products from them, the reluctance of consumers to switch business away from them, and the likelihood of consumers to recommend them to friends and colleagues.

The report can be accessed from the Temkin Group website at Temkingroup.com.

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FINANCE

Jos. A. Bank Q4 income rises 8%

BY Marianne Wilson

Hampstead, Md. — JoS A. Bank Clothiers Inc. said Wednesday that its fiscal fourth-quarter profit rose 8% amid improved sales. But the chain cautioned that softer-than-expected customer traffic and milder winter weather is pressuring its first-quarter performance.

Jos. A. Bank reported net income of $44.1 million for the period ended Jan. 28, up from $40.9 million a year earlier.

Revenue increased 9% to $346.3 million, from $318.3 million.

For the full year, JoS. A. Bank posted net income of $97.5 million, compared with earnings of $85.8 million in the previous year.

Annual revenue rose 14% to $979.9 million, from $858.1 million.

Same-store sales increased 7.6%. Direct marketing sales rose 14.7%.

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OPERATIONS

Staples names e-commerce director, Europe

BY Staff Writer

Framingham, Mass. — Staples announced the appointment of Willem Vos as director of e-commerce, Staples Europe.

Vos will report to Peter Howard, senior VP, head of Staples online and marketing, Staples Europe.

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