OPERATIONS

Report: Sam’s Club, Amazon tops in retail customer experience

BY Katherine Boccaccio

Waban, Mass. — Research results released Tuesday by consulting firm Temkin Group revealed, among retailers, Sam’s Club and Amazon earned top marks.

According to the 2013 Temkin Experience Rankings which queried 10,000 U.S. consumers about customer service issues across 246 companies in 19 industries, Sam’s Club and Amazon earned the top spots in the retail sector and RadioShack was the lowest rated retailer for the third consecutive year.

The retail industry, on average, was tied for third out of 19 industries studied and one of four industries with an average rating of good.

“The retail industry remains one of the better sectors for customer experience, but RadioShack is a real black sheep in the industry,” said Bruce Temkin, managing partner of Temkin Group.

The Temkin Experience Ratings evaluated three areas of customer experience: functional, accessible and emotional. Other key findings of the report included:

  • Three of the top 10 companies across all industries are retailers: Amazon and Sam’s Club (tied for No. 5 overall), and Ace Hardware (No. 7 overall).
  • RadioShack is the lowest-rated retailer for the third consecutive year and 191st overall in 2013. The retailer is also the lowest scoring across all three underlying components: functional, accessible, and emotional.
  • Amazon and Costco are the top rated in the functional component, Ace Hardware is the top rated in the accessible component, and Nordstrom is the top in the emotional component.
  • Office Depot (increase of 11 percentage points) and Barnes & Noble (increase of eight percentage points) made the largest improvements in the industry from 2012.
  • J.C. Penney (decrease of six percentage points), Sam’s Club (decrease of four percentage points), and Lowe’s (decrease of four percentage points) had the largest declines from 2012.
  • The average rating for the retail industry increased from 71% in 2012 to 74% in 2013.
  • Sixteen of the 24 retailers that were in both the 2012 and 2013 ratings showed improvement.

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S.Gacho says:
Mar-26-2013 10:22 am

Online selling is good due to the reason that it is cheaper. On the other hand, a lot of it were not the real brands and it also cost you shipment or delivery. - Michael Courouleau

S.Gacho says:
Mar-26-2013 10:22 am

Online selling is good due to the reason that it is cheaper. On the other hand, a lot of it were not the real brands and it also cost you shipment or delivery. - Michael Courouleau

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Rona appoints former Metro exec as new president and CEO

BY Katherine Boccaccio

Boucherville, Quebec, Canada — Canadian home-improvement chain Rona Inc. announced Tuesday it has named Robert Sawyer as president and CEO, effective next month.

Sawyer was previously an executive at grocery chain Metro Inc.

Rona’s acting CEO Dominique Boies will remain as company CFO.

The retailer, which rejected a takeover offer from Lowe’s Cos. last year, revamped its board in January after heavy-weight shareholders Caisse de Depot et Placement du Quebec and Invesco Canada Ltd., pushed out veteran CEO Robert Dutton amid dissatisfaction with five years of sliding profits.

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S.Gacho says:
Mar-26-2013 10:14 am

There are a lot of home improvements in order for a lot of people to live in those kind of house. When you want it as your business, make sure that everything is okay. - Michael Courouleau

S.Gacho says:
Mar-26-2013 10:14 am

There are a lot of home improvements in order for a lot of people to live in those kind of house. When you want it as your business, make sure that everything is okay. - Michael Courouleau

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Ace Hardware launches ‘Meet the Aces’ marketing campaign

BY Katherine Boccaccio

Oak Brook, Ill. — Ace Hardware said Tuesday it has unveiled a new marketing campaign, Meet the Aces, designed to promote the hardware co-op/retailer’s personal service.

The new campaign also reintroduces, for the first time in more than 15 years, the words of Ace’s iconic jingle, “Ace is the place with the helpful hardware man,” but changed slightly (from “man” to “folks”) to reflect all Ace associates.

The marketing campaign will employ strategic, integrated marketing initiatives, including national television and print advertising, targeted online and radio spots, rich media, social media, in-store signage, emails to members of the Ace Rewards customer loyalty program, and public relations initiatives.

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S.Gacho says:
Mar-26-2013 10:15 am

Ace hardware is a known business all over the world. You can find everything you need in order to improve your house. - Michael Courouleau

S.Gacho says:
Mar-26-2013 10:15 am

Ace hardware is a known business all over the world. You can find everything you need in order to improve your house. - Michael Courouleau

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