OPERATIONS

Survey: Consumers prefer customized in-store experiences over online

BY Marianne Wilson

New York — Checkout remains the number one in-store pain point for 73% of U.S. consumers, according to a survey by Synqera, a global technology startup that uses big data to bring personalized digital experiences to the physical retail store.

The survey found that more than two-thirds of Americans prefer to shop in traditional, brick and mortar stores than online commerce sites, and that shoppers gravitate towards retail locations that offer customized shopping experiences but that

"Synqera found that at the most basic level of commerce, the point of sale in brick-and-mortar retailers is the primary deterrent for consumers shopping at stores," said Filipp Shubin, Synqera COO. "We also discovered that coupon usage increases if they were immediately accessible and personalized to each shopper that walks into the retailer’s store. If the consumer is actively engaged the entire time they are in a store, the better they feel about the shopping experience."

Other key findings from the survey:

  • More than two-thirds of Americans prefer to shop in store versus online;
  • 82% of respondents believe the point-of-sale checkout process can be improved;
  • Nearly three-quarters of Americans find waiting in the checkout line their least favorite aspect of in store shopping;
  • 76% would find the checkout process more enjoyable if they received personalized coupons at checkout;
  • 66% of Americans are more likely to shop in a store where they receive personal suggestions while shopping, and over 75% of total respondents would rather receive personalized coupons; and
  • 8 out of 10 Americans are more likely to shop in a store that provides an overall customized shopping experience.
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May-14-2013 03:06 pm

YOR Health
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Y.Health says:
May-14-2013 03:06 pm

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T.Platt says:
May-10-2013 10:27 am

CX
Retailers and brands can give each shopper her preferred personalized customer experience (#CX) via #CEM engagement http://amex.co/13rIN5K

T.Platt says:
May-10-2013 10:27 am

Retailers and brands can give each shopper her preferred personalized customer experience (#CX) via #CEM engagement http://amex.co/13rIN5K

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OPERATIONS

Sears Holdings names new CIO

BY Marianne Wilson

Hoffman Estates, Ill. — Sears Holdings announced that Jeff Balagna will join the company as executive VP and CIO. In his new role, Balagna who most recently served as CIO at Eli Lilly, will be responsible for all technology and infrastructure initiatives for the company in its support centers and in-store.

“Jeff is a proven executive with an analytical approach and experience in transforming complex organizations in rapidly evolving industries," said Edward S. Lampert, Sears Holdings’ chairman and CEO. "Innovation and technology are cornerstones in Sears Holdings’ efforts to build lasting relationships with our Shop Your Way members, and Jeff’s deep expertise in information technology infrastructure, customer loyalty programs and leveraging IT as a business-enabler make him a strong addition to our team."

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REAL ESTATE

Report: Costco gets OK to open store in Baton Rouge

BY Staff Writer

New York — Officials in Baton Rouge have approved more than $7 million in incentives to bring a Costco store to the Louisiana city, the Associated Press reported.

Costco is expected to open a 150,000-sq-ft. store by next April at the site of a former Coca-Cola bottling facility, the report said.

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