Study rates Starbucks as most socially engaged company
Los Angeles — Starbucks Coffee Co. has been rated number one in a study of the most socially engaged companies by PhaseOne, a leading analytical-based research firm that helps companies to improve the quality, content and success rate of their marketing communication materials.
Conducted between July 2011 and January 2012, PhaseOne’s social media engagement study looked at 75 top brands across six vertical markets and analyzed the social media engagement of more than 20 top brands.
According to the study, being consistent across all platforms – a brand’s web pages, Facebook page and advertising — are keys to being successful at social media engagement. For example, Starbucks has integrated its appeal to a personalized experience across all consumer touch points, including its television advertising.
In addition to Starbucks, the study’s most socially engaged brands across three distinct engagement metrics are Audi, McDonald’s, Red Bull and American Express.
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Report confirms strong connection between customer experience and loyalty
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.
Jos. A. Bank Q4 income rises 8%
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%.