MARKETING/SOCIAL MEDIA

Report: Net-a-Porter.com tops in online customer service in February

BY Dan Berthiaume

New York — Net-A-Porter.com topped all competitors across all retail verticals for customer service in February, according to Stella Benchmarks. The retailer was particularly strong in fulfillment, besting all other retailers in both shipping and returns.

Net-A-Porter.com provided a pre-paid, adhesive return label in all orders handled by StellaService analysts. In addition, Net-A-Porter.com issued refunds in less than a week on average.

“Net-A-Porter knows its customer base and that’s definitely apparent in its service efforts,” said Kevon Hills, VP of research at StellaService. “Orders arrive fast and they’re beautifully packaged, which is what a luxury shopper demands. They also put a lot of thought into reducing the friction involved in the returns process.”

Each month, StellaService analyzes the service performance of online retailers within their respective retail categories. The companies are measured across four service areas: phone, email, shipping and returns. Phone and email are measured daily, while shipping and returns are measured across multiple orders. Stella Benchmarks are designed to provide consumers with guidance for smarter shopping and retailers with an independent, reliable benchmark for measuring and improving customer service.

Looking at combined scores for all four service areas in Benchmarks, the following were strongest overall:

Top 10 – February 2014

1. Net-A-Porter.com
2. LLBean.com
3. Zappos.com
4. JCrew.com
5. RalphLauren.com
6. Fab.com
7. Store.Apple.com
8. Shopping.HP.com
9. Shop.Lululemon.com
10. KateSpade.com

Looking at all companies included in Stella Benchmarks, the following companies were best overall performers within the four service areas measured:

• Phone: Reebok.com
• Email: Modcloth.com
• Shipping: Net-A-Porter.com
• Returns: Net-A-Porter.com

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REAL ESTATE

Report: Shopping center planned for Shreveport, La.

BY Dan Berthiaume

Shreveport, La. – Houston-based developer NewQuest Properties is reportedly planning to build a roughly 22-acre shopping center in southwest Shreveport, La. According to the Shreveport Times, the center will be known as Camp Forbing Town Center and be located on a 47-acre parcel owned by the YMCA.

The center, slated to open in 2016 at the earliest, will reportedly be anchored by a 120,000-sq.-ft. grocery store. The developers would not comment on which grocery chain would occupy the store, but Kroger representatives said it would not be that company.

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MARKETING/SOCIAL MEDIA

Lowe’s partners with Scotts, HelloWorld for March Madness promo

BY Dan Berthiaume

North Wilkesboro, N.C. – Lowe’s is partnering with lawn product provider Scotts and digital agency HelloWorld to run an online promotion tied to the NCAA “March Madness” college basketball tournament. By utilizing the rich engagement platform of HelloWorld, participants fill out a form to register and select who they think the final four teams in the tournament will be.

If they choose the final four teams correctly, they’ll be entered to win a trip to watch them play. In addition to the trip, participants will be entered to win a variety of other prizes. Customers can participate via a dedicated webpage or also through Facebook.

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